{"id":1376,"date":"2022-07-29T08:20:25","date_gmt":"2022-07-29T08:20:25","guid":{"rendered":"https:\/\/eha-wp.eliott-markus.digital\/?p=1376"},"modified":"2022-08-17T11:59:03","modified_gmt":"2022-08-17T11:59:03","slug":"ovh-failles-en-cascade-retour-sur-la-communication-de-la-crise","status":"publish","type":"post","link":"https:\/\/www.eha-consulting.com\/en\/ovh-failles-en-cascade-retour-sur-la-communication-de-la-crise\/","title":{"rendered":"OVH,\u00a0failles en cascade : retour sur la communication de la crise"},"content":{"rendered":"\n
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Source<\/a><\/p>\n\n\n\n

Le 9 novembre dernier, de nombreuses perturbations sur vos sites internet ou vos boites mails vous ont peut-\u00eatre ralenti, voir immobilis\u00e9s dans votre travail. La raison ? Des dysfonctionnements en cascade<\/strong> chez OVH.<\/p>\n\n\n\n

OVH<\/a> est une entreprise fran\u00e7aise sp\u00e9cialis\u00e9e dans les services internet, l\u2019h\u00e9bergement de sites, de boites mail ou de Cloud Computing. La soci\u00e9t\u00e9 est implant\u00e9e dans 19 pays<\/strong> et sert plus d\u2019un million de clients<\/strong> gr\u00e2ce \u00e0 ses 20 Datacenters. Elle est aujourd\u2019hui leader sur le march\u00e9 europ\u00e9en<\/strong> et troisi\u00e8me mondial de l\u2019h\u00e9bergement web.<\/p>\n\n\n\n

La loi de Murphy : quand tout va mal, la situation peut encore empirer<\/strong><\/h3>\n\n\n\n

Le jeudi 9 novembre \u00e0 7h15, OVH perd deux de ses g\u00e9n\u00e9rateurs \u00e9lectriques <\/strong>principaux.  Une partie de ses clients sont immobilis\u00e9s, n\u2019ayant plus acc\u00e8s \u00e0 leur site ou leurs boites mails.<\/p>\n\n\n\n

Les alimentations de secours<\/a> qui devaient prendre le relais ne se sont pas d\u00e9clench\u00e9es, et la panne s\u2019est prolong\u00e9e. La totalit\u00e9 des services d\u00e9pendants des sites concern\u00e9s ont \u00e9t\u00e9 interrompus.<\/strong><\/p>\n\n\n\n

Une heure apr\u00e8s la perte des g\u00e9n\u00e9rateurs, un autre site d\u2019OVH, celui de\u00a0Roubaix, tombe \u00e9galement en panne<\/strong>. Ce nouveau probl\u00e8me est ind\u00e9pendant du premier, et a pour cons\u00e9quence d\u2019immobiliser encore plus de services.<\/p>\n\n\n\n

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Source<\/a><\/p>\n\n\n\n

Par exemple, les sites de BFM<\/a> et de l\u2019Autorit\u00e9 de S\u00fbret\u00e9 Nucl\u00e9aire<\/a> ont \u00e9t\u00e9 inaccessibles pendant plus de 2h30. Ce n\u2019est qu\u2019\u00e0 15h21<\/strong> qu\u2019OVH annonce le r\u00e9tablissement total de ses installations<\/strong>, mais les fluctuations ont perdur\u00e9 pendant encore plusieurs heures.<\/p>\n\n\n\n

La communication d\u2019OVH, un jargonnage tr\u00e8s r\u00e9actif<\/strong><\/h3>\n\n\n\n

Ces pannes en cascade ont provoqu\u00e9 l\u2019interruption d\u2019activit\u00e9 de nombreuses soci\u00e9t\u00e9s qui ont eu deux types de r\u00e9action\u00a0: la\u00a0moquerie<\/strong>\u00a0ou la\u00a0col\u00e8re<\/strong>.<\/p>\n\n\n\n

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La qualit\u00e9 et la rapidit\u00e9 de la r\u00e9ponse<\/strong>\u00a0d\u2019OVH \u00e9taient\u00a0centrales dans la gestion de cette crise<\/strong>, de par la nature des pannes, de l\u2019entreprise et de ses clients. Analysons donc leur strat\u00e9gie de communication.<\/p>\n\n\n\n

Une heure apr\u00e8s l\u2019incident, le PDG d\u2019OVH, Octave Klaba, communique sur tweeter.\u00a0L\u2019intervention du pr\u00e9sident de la soci\u00e9t\u00e9 via sa page Tweeter<\/strong>\u00a0est parfaitement appropri\u00e9 puisqu\u2019il permet de montrer \u00e0 ses parties prenantes l\u2019implication de l\u2019entreprise dans la r\u00e9solution du probl\u00e8me. Sa r\u00e9action est\u00a0rapide<\/strong>\u00a0et\u00a0rassurante<\/strong>\u00a0car la soci\u00e9t\u00e9 OVH montre qu\u2019elle agit.<\/p>\n\n\n\n

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N\u00e9anmoins, il utilise un\u00a0langage tr\u00e8s technique<\/strong>\u00a0qui ne parle pas \u00e0 la plupart de ses clients\u00a0: qui peut comprendre ce qu\u2019est un SBG1 ou ce que cela implique pour les clients\u00a0? Le\u00a0jargonnage est un probl\u00e8me r\u00e9current<\/strong>\u00a0dans la gestion de cette crise, la plupart des utilisateurs des services OVH ne comprenaient pas les informations d\u00e9livr\u00e9es. En effet, la fiche explicative des \u00e9l\u00e9ments de langage s\u2019est perdue dans le fil de tweet, elle aurait d\u00fb figurer dans chacune des interventions d\u2019OVH.<\/p>\n\n\n\n

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Le compte Twitter de l\u2019assistance OVH\u00a0r\u00e9pond \u00e0 de nombreux Tweets<\/strong>\u00a0et renvoie vers un\u00a0site<\/a>\u00a0qui permet de suivre l\u2019avanc\u00e9e des travaux de l\u2019entreprise. Cette\u00a0transparence<\/strong>\u00a0est f\u00e9licit\u00e9e par plusieurs internautes.<\/p>\n\n\n\n

N\u00e9anmoins, les\u00a0informations disponibles<\/strong>\u00a0sont encore peu d\u00e9taill\u00e9es et rel\u00e8vent d\u2019un niveau technique non adapt\u00e9 au public auquel elles ont \u00e9t\u00e9 soumises.<\/p>\n\n\n\n

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Une semaine apr\u00e8s la crise<\/strong>, OVH publie un\u00a0retour sur exp\u00e9rience<\/strong>\u00a0sur son\u00a0site<\/a>. Dans cette tr\u00e8s longue communication, les pannes d\u2019OVH sont expliqu\u00e9e sans trop de jargonnage, la\u00a0responsabilit\u00e9<\/strong>\u00a0de l\u2019entreprise est reconnue, mais le\u00a0mea culpa<\/em>\u00a0<\/strong>n\u2019est pas assez pr\u00e9sent,<\/strong>\u00a0alors m\u00eame que certaines entreprises clientes d\u2019OVH sont entr\u00e9es en crise du fait m\u00eame de ces pannes.<\/p>\n\n\n\n

Ce n\u2019est pas la premi\u00e8re fois que l\u2019entreprise OVH doit faire face \u00e0 des pannes majeures impactant fortement ses clients. En septembre 2013, le site de Roubaix \u00e9tait d\u00e9j\u00e0 tomb\u00e9 en panne <\/strong>pendant plus de quatre heures, et en juin dernier, c\u2019est la baie de stockage d\u2019OVH qui avait connu des dysfonctionnements.<\/p>\n\n\n\n

La r\u00e9p\u00e9tition d\u2019interruptions de service a\u00a0pouss\u00e9 plusieurs clients \u00e0 quitter l\u2019h\u00e9bergeur<\/strong>.<\/p>\n\n\n\n

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Ce qu\u2019il faut retenir\u00a0:<\/p>\n\n\n\n

  • Une crise peut en cacher une autre<\/strong>, soyez toujours vigilants quant \u00e0 l\u2019anticipation et \u00e0 votre environnement.<\/li>
  • La r\u00e9activit\u00e9<\/strong> et la transparence<\/strong> sur les r\u00e9seaux sociaux permet \u00e0 la crise de ne pas d\u00e9g\u00e9n\u00e9rer. L\u2019absence et le silence sont vos pires ennemis<\/strong>.<\/li>
  • Attention au jargonnage<\/strong>, il faut adapter vos \u00e9l\u00e9ments de langage au public concern\u00e9 pour que votre communication soit vraiment efficace.<\/li>
  • Vos ant\u00e9c\u00e9dents<\/strong> jouent dans la perception de vos clients et des internautes. Sans communication adapt\u00e9e et sans mea culpa<\/em><\/strong>, la perception de votre r\u00e9putation affectera votre business<\/strong>.<\/li><\/ul>\n","protected":false},"excerpt":{"rendered":"

    Source Le 9 novembre dernier, de nombreuses perturbations sur vos sites internet ou vos boites mails vous ont peut-\u00eatre ralenti, voir immobilis\u00e9s dans votre travail. La raison ? Des dysfonctionnements en cascade chez OVH. OVH est une entreprise fran\u00e7aise sp\u00e9cialis\u00e9e dans les services internet, l\u2019h\u00e9bergement de sites, de boites mail ou de Cloud Computing. La soci\u00e9t\u00e9 est implant\u00e9e dans […]<\/p>\n","protected":false},"author":7,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[3],"tags":[],"class_list":["post-1376","post","type-post","status-publish","format-standard","hentry","category-articles"],"acf":[],"yoast_head":"\nOVH,\u00a0failles en cascade : retour sur la communication de la crise - E&HA<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.eha-consulting.com\/ovh-failles-en-cascade-retour-sur-la-communication-de-la-crise\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"OVH,\u00a0failles en cascade : retour sur la communication de la crise - E&HA\" \/>\n<meta property=\"og:description\" content=\"Source Le 9 novembre dernier, de nombreuses perturbations sur vos sites internet ou vos boites mails vous ont peut-\u00eatre ralenti, voir immobilis\u00e9s dans votre travail. La raison ? Des dysfonctionnements en cascade chez OVH. OVH est une entreprise fran\u00e7aise sp\u00e9cialis\u00e9e dans les services internet, l\u2019h\u00e9bergement de sites, de boites mail ou de Cloud Computing. 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La raison ? Des dysfonctionnements en cascade chez OVH. OVH est une entreprise fran\u00e7aise sp\u00e9cialis\u00e9e dans les services internet, l\u2019h\u00e9bergement de sites, de boites mail ou de Cloud Computing. 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