Written by my colleague Danny, this post refutes the detailed incident plan we often find in large organisations.
Those plans rarely work: they can often impede response, as responders struggle to follow a complex flow-chart that may have changed substantially since they last used it, wasting cycles on process instead of addressing the fire.
The persona I often use for responders is a person who wants to follow the process as best they can, but are likely distracted, stressed, tired and busy. If your process is hard to follow at the best of times, you can't expect people to follow it at their worst!
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[ 0.31 ms ] story [ 12.3 ms ] threadThose plans rarely work: they can often impede response, as responders struggle to follow a complex flow-chart that may have changed substantially since they last used it, wasting cycles on process instead of addressing the fire.
The persona I often use for responders is a person who wants to follow the process as best they can, but are likely distracted, stressed, tired and busy. If your process is hard to follow at the best of times, you can't expect people to follow it at their worst!