I respect your opinion, but what I mean is that seeing something along the lines of "replacing a router", or "re-establishing communications with AWS", or whatever it happens to be, is better than "it's down".
There also has to be a couple people there that aren't hands on with the problem, and their responsibility could easily be to constantly communicate with the public.
Well the persons that are sitting back not doing anything would still have to talk to someone who knows what is going on to ask them anyway.
Also, it seems you're never going to be able to give out enough info to please everyone in these circumstances so you give out just enough like they did.
There also has to be a couple people there that aren't hands on with the problem, and their responsibility could easily be to constantly communicate with the public.