Since it is always difficult to predict how long it will take to fix a problem, the question for the PR people always is: Do you say as little as possible, hoping it will be over soon? The problem with this strategy is if your problem continues for a long time, you look incenitive or even incompetant. Do you confirm you have a problem, and provide customer updates? The problem with this strategy is you draw attention to minor issues, which few people would have noticed otherwise. After four days, Microsoft finally added a statement to their MSN Messenger web site. I guess Microsoft's PR people decided they couldn't make things worse at this point.
July 6, 2001/8:00 pm PST
MSN Messenger is currently experiencing a service outage for many customers on a worldwide basis. We wholeheartedly apologize for the inconvenience you may be experiencing. Our operations team is working diligently to restore full service (including restoration of all personal contact lists) as soon as possible. We are working around the clock to have MSN Messenger up ASAP. We expect to have the service restored by the end of the day today. Please continue to check back for updated status reports. Thank you for your patience.
The MSN Messenger