Like Everitt, I'm an end user, not a developer.
My IT experience is in usability and human factors (aka "developers' most hated person"), not code.
I'm also PR and communications.
I just want things to WORK... and when they don't, I want someone to wave a flag and say "Yeah, shit's broken right now, but we're fixing it..."
Silence when shit breaks is a bad deal. People lose confidence.
So THANK YOU for the update.