Communicating with customers, then and now

MCI Worldcom is getting some third-party help with their communications.

Although this was mostly directed to an IP network, most of the suggestions
are applicable to all networks. Check out the NANOG archives from 1995
(watch the addresses, people have switched employers several times since).

search for the subject "outages, quality monitoring, trouble tickets, etc"

Here was my opinion in 1995, the problem with the Net is your words will
come back to haunt you.