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Communication & influence · Async influence

A production incident took the client's order system down for three hours. You have to write the root-cause analysis that goes to their CIO and your own delivery leadership. How do you structure it so it rebuilds trust rather than just assigning blame?

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The RCA has one job: convert an outage into evidence that we're safer to trust now than we were before it.

The full answer: structure, worked example, likely follow-up.

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