While Google may have a vast wealth of knowledge (it’s not debatable that there are a lot of smart folks working for Google), there are still some things Google needs to learn.
The biggest thing that they need to learn is openness (or communication, if you will). I’m not saying that they need to make public all of their secrets — far from it. What I’m saying is that they need to be open when their paying customer have a service outage.
Today there was a service outage that affected the Google Apps Control Panel, Google Documents, Google Drive, Google Spreadsheets, Google Presentations, Google Groups and Google Mail (GMail). This outage lasted for _over_ 2.5 hours. Updates from their Apps Status Dashboard were not that frequent, often having to wait an hour or more for the next update.
You only have to look at Amazon to see how a large company should respond. One such reference is here.
There is little to zero chance that Google will follow Amazon’s lead here, but beyond any doubt, they should.
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