This is not a post complaining about gmail’s downtime. It’s about their response.
I happen to follow Google’s Official Blog they published a small text about this incident.
First, it was written by the guy directly responsible for this. Not some PR guys trying to reduce the problem, but the guy who as the ass on the line here. This is a huge difference.
And he focus on the right thing: explaining users that this is not usual, but happened and they are doing their best to a) make it work again and b) find the problem. Although sometimes a) requires b), their priority is clear. They also understand that businesses and people depend on their service, and take that into account.
One of the best responses I saw to a downtime, and by the biggest player.
Also on this subject, take a look at Gary’s video on turning negatives into positives.