{"id":2134,"date":"2024-03-06T16:53:36","date_gmt":"2024-03-06T16:53:36","guid":{"rendered":"https:\/\/leantree.co.uk\/?p=2134"},"modified":"2024-03-06T16:56:07","modified_gmt":"2024-03-06T16:56:07","slug":"itsm-major-incident-communications","status":"publish","type":"post","link":"https:\/\/leantree.co.uk\/itsm-major-incident-communications\/","title":{"rendered":"ITSM Major Incident Communications"},"content":{"rendered":"
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Introduction<\/h2>\n\n\n\n

When a major IT incident strikes, it’s not just the technical fixes that count \u2013 how you communicate also makes a big difference. This balancing act involves keeping everyone, from your front-line IT staff, the C-Suite or your clients, in the loop with the right information.<\/p>\n\n\n\n

In this post, I\u2019ll dive into the nuances of effective communication during such events. You\u2019ll learn how to craft messages that resonate with each audience, ensuring they’re informed, reassured, and ready to respond.<\/p>\n\n\n\n

In a previous post<\/a>, I looked at how to define incidents and to summarise, ITSM incidents are scenarios marked by severe service disruption or a substantial risk of such disruption – critical events that can adversely affect business continuity, customer trust, and the company’s bottom line.<\/p>\n\n\n\n

Identifying Stakeholders<\/h2>\n\n\n\n

In the B2B (Business to Business) realm, your stakeholder map can often include direct business clients, their end-users, and sometimes, third-party service providers. These clients might depend on your services for their daily operations, so their primary concern is how the incident might disrupt their workflow and service delivery to their customers.<\/p>\n\n\n\n

In contrast in B2C (Business to Consumer), e.g. retail, you may interact directly with individual customers. In such scenarios, stakeholders are primarily concerned with how the incident affects their personal experience \u2013 be it shopping, service availability, or data security. Communicating with these stakeholders requires an understanding of their specific expectations and needs.<\/p>\n\n\n\n

Tailoring the Message<\/h2>\n\n\n\n

Effective messaging in a major IT incident goes beyond knowing your audience; it’s about delivering the right content in the right way. Each group \u2013 the IT team, executives, and clients \u2013 has different concerns and needs different information. Here\u2019s how to tailor your message for maximum clarity and impact.<\/p>\n\n\n\n