Having spent nearly 30 years in the IT industry, I’ve experienced my fair share of all-nighters and multi-day outages. Whether it’s been frantically repairing dead hardware, fixing corrupted databases, or resolving perplexing network issues, these stressful situations have taught me a lot. One of the most critical lessons I’ve learned is the importance of communication during an outage. While the technical team works tirelessly behind the scenes to resolve the issue, it’s equally vital to have a team dedicated to keeping customers and stakeholders informed.

Currently, there’s a lot of speculation surrounding the multi-day ARRL LOTW outage. Without insight into the system architecture or the specifics of the outage, speculating about the root cause or assigning blame is futile. However, one area where ARRL is undeniably falling short is in their communication about the outage.

The ARRL often faces criticism, sometimes unjustly, but frequently due to its own actions. The LOTW outage is a prime example of a situation where effective communication could mitigate criticism and even garner support. Regular, sincere updates with technical details would go a long way in keeping their stakeholders informed and engaged. Given that many of these stakeholders have technical backgrounds, they would appreciate and understand the specifics.

Moreover, humanizing the recovery effort by showcasing the dedication and hard work of the personnel involved could foster empathy and support. Highlighting the individuals and the tremendous effort they are putting into resolving the issue can turn a frustrating situation into an opportunity to build trust and rapport.

In summary, effective communication during IT outages is not just about transparency, but also about building and maintaining trust. The ARRL’s current communication strategy regarding the LOTW outage is lacking, but there is a clear path to improve it. By providing regular updates and humanizing the effort, ARRL can turn this challenge into an opportunity.

This article was originally posted on Radio Artisan.

Anthony, K3NG, is a regular contributor to

Leave a Comment

Subscribe FREE to's
Amateur Radio Newsletter
News, Opinion, Giveaways & More!

Join over 7,000 subscribers!
We never share your e-mail address.

Also available via RSS feed, Twitter, and Facebook.

Subscribe FREE to's
Amateur Radio Newsletter

We never share your e-mail address.

Do you like to write?
Interesting project to share?
Helpful tips and ideas for other hams?

Submit an article and we will review it for publication on!

Have a ham radio product or service?
Consider advertising on our site.

Are you a reporter covering ham radio?
Find ham radio experts for your story.

How to Set Up a Ham Radio Blog
Get started in less than 15 minutes!

  • Matt W1MST, Managing Editor

Sign up for our free
Amateur Radio Newsletter

Enter your e-mail address: