What are the first steps after detecting a reputation crisis?
Crisis response sequence:
- Step 1: Assess severity
- How bad is the impact?
- Which providers/segments affected?
- Is it getting worse?
- Step 2: Stop the bleeding
- Pause high-risk or high-volume sends
- Continue critical transactional if possible
- Isolate affected sending streams
- Step 3: Preserve evidence
- Save logs, headers, bounce data
- Screenshot postmaster tools
- Document timeline
- Step 4: Notify stakeholders
- Inform relevant teams
- Set expectations for timeline
- Step 5: Begin diagnosis
- Systematic investigation
- Identify root cause before implementing fixes
Sound the alarm, stop the damage, record the evidence, inform the crew, then investigate.
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