Kept to a single news cycle

The brief

On a Tuesday night a sync error showed some users another studio’s appointments for forty minutes. By six the next morning a tech reporter had screenshots and a deadline of nine.

What we did

Our on call lead was on the phone with Lirrow’s founder at six fifteen. By seven we had a holding statement agreed, by eight the founder was briefed and on a call with the reporter, and by nine every affected user had an email that said exactly what had happened.

What ran

The story ran once, with the founder’s explanation in the second paragraph. Two follow ups quoted it as an example of how to handle an incident, and churn that month stayed below the average for the year.