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How to 'level up' your incident communication

by Dan Simms, on May 22, 2019 11:13:00 AM

I spent several years as a professional interim earlier in my career. I was often parachuted into a role with little to no notice to rescue a failing programme or help a failing IT team.

Over time I noticed many common themes developing across assignments. One of these was that somewhere along the way, communications had broken down between the IT team and the broader business. 

This often included operational communication about active incidents. 

As part of my ‘interim toolkit’, I typically implemented a new communication policy, branded and colour coded to email templates (with red meaning an outage and green meaning the system has been restored) and guidelines about how and when to communicate.

The latter covered the importance of communicating promptly, even if you don’t have all the facts about the cause and resolution of an outage.

We developed Klaxon using this experience to help make it easier for all IT and Operations departments to communicate incidents promptly professionally and transparently.

Klaxon makes it really quick and easy to send out professional and branded communication alerts and puts the end-user in control of when and how they receive these. 

We even included workflow features that allow communication to be approved before it is sent; and also timely reminders sent to the IT / Operations teams to issue a further communication update. This helps keep everyone in the loop, so they can focus on getting on with their jobs during an incident. 

And the best part - there’s nothing for you to install, meaning you can enjoy the benefit of Klaxon quickly and with minimal effort.

If you’re looking for a quick way to ‘level up’ your IT or Operations communications, making them more professional and transparent, please get in touch. We’d be happy to show you how you can use Klaxon to do this.

 

 

Want to learn more? Check out this collection of incident planning articles.  

 

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Topics:CommunicationITIncident CommunicationsBest Practices

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