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Alison Stieven-Taylor, Lecturer in Strategic Communications, Monash University

In a crisis, Optus appears to be ignoring Communications 101

Millions of Optus customers are in the wilderness of a nationwide network outage that began at 4am.

The initial response from Optus delivered by an unnamed company spokesperson on Facebook and X at 6.47am AEDT told Australians little they didn’t already know, that the network was down, and that the company didn’t yet know what had happened.

Later, at 10.30am, the ABC got through to Optus Chief Executive Kelly Bayer Rosmarin via WhatsApp and asked

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