LESSON

The importance of pre-proven communication channels during an emergency

Is anybody out there?

In What Happened: Adobe Creative Cloud Update Bug, I read:

Side-Note: our lead Mac developer, support team, and I were all working from different locations. The lead Mac developer was working from home, the support team was in the office (some of them were also working remotely) and I was in San Diego at a conference. We used Slack to coordinate and it worked pretty well for a real-time event like this.

It’s important to have pre-existing processes for emergency incident management in place, to reduce stress and maximize focus on issue resolution. Within Prophecy, we have a pre-established IM channel, as well as a dedicated conf call bridge for incident management. This allows our staff (who are almost always remote and disparate) to quickly and efficiently co-ordinate and collaborate during an outage.

Here’s an example incident management process:


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