Transcription of Critical Incident Management
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Critical Incident Management
Warren Singer 1 Critical Incident Management CommunicationsIntroductionIt is 2am in the morning and you have just received an urgent call from your call centre,informing you that your company s Critical business systems have gone down, affectinghundreds of customers. Your mobile is continuously ringing with anxious and panickystaff, asking what they need to do. Angry customers are starting to call, demanding toknow what has happened and when the problem will be resolved. What do you do in thissituation? How do you solve the problem? Who should you inform? What messageshould you send out to your customers?These are just some of the questions likely to be going through a business decision-maker s mind at the time of a major business Incident affecting their service.
© Warren Singer 2007 www.technical-communicators.com Page 1 Critical Incident Management Communications Introduction It is 2am in the morning and you have just received an urgent call from your call centre,
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