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Tag: Incident Management

Creating a safe working environment through information sharing

In my job, I use a number of collaboration tools. From email and instant messaging to browser-based collaboration platforms, they help me get information, generate information, and share information. My ambition is that the vast majority of questions any of my colleagues may have about the peculiarities of our customer-facing systems. Our documentation systems are open – at least to reading – by default. This way, anyone can look up information on any system.

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Critical incidents: the aftermath

For many technicians, a critical incident will trigger something akin to an adrenaline response. With experience, this will give you focus and clarity of thought as the incident unfolds. However, the response can only be sustained for a limited amount of time, and once it is over, you will likely experience some tangible aftereffects.

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