Proactively activating an event allows you to conduct a quick incident assessment and track relevant information. No one in your team will be notified unless the situation escalates, whereby you will then notify your crisis management team.

- James Sharp, Product Manager

"We should have responded earlier"

Having an event in iluminr ready to go means that activating and managing an incident will be much easier than playing catch up. If possible, you should open an event in iluminr earlier rather than later. Often, when we speak to clients about crises and incidents they have managed, the most common learning point they raise is:

"We should have declared a crisis earlier" or "we tried to manage this within business as usual for too long"

The reasons for this delay may vary. It can come down to company culture, a misunderstanding or miscommunication. However, the lesson is that it is better to start managing in crisis or incident mode earlier rather than later.

The role of the Crisis Influencer

Within each organisation, someone is responsible for the management and delivery of the crisis or incident management program. Most likely, if you are reading this you are that person. The role of a crisis influencer in influencing and learning from the lesson above is huge. Through a few simple actions you can change your organisation's ability to respond. How can you do this?

1. Initiate an event as early as you can.

When you get the feeling "this could be something we might need to deal with" or "if this continues, we could have a real problem here", log into iluminr and start an event.

You don't have to tell anyone about it, or activate a team. But use the event to conduct a quick incident assessment and maybe track some relevant information. If the situation resolves, then you can close the event. However, if the situation escalates, you will be ahead of the curve.

This is the equivalent of setting up your command centre but in digital form. If you need to use it, everything you need is ready to go.

2. Ask the question.

Often, when faced with a potential crisis situation, people will spring immediately into action. This is a natural reaction, however, it means that teams often forget that they have a crisis or incident management framework in place to help them respond.

It may seem obvious, but think about asking the simple question along the lines of:

  • "Is this something that we may need the crisis management team to help manage?"

  • "If this gets any worse, will it be beyond our BAU processes to manage?"

  • "I've done a quick incident assessment and it landed at level 'X'. Do you think we should get our team in to have a quick look at this?"

  • "As the crisis lead, do you think you are going to need help managing this?"

Most often people are unfamiliar with the process or have simply forgotten. This is where you as a Crisis Influencer can be really helpful. This will often start the process and the resources you need to support you can be activated quickly.

3. Support the process

Organisations spend a lot of time, effort and money building and maintaining a resilience program, including iluminr. So don't be afraid to use the processes that you have in place and support your team and team leader, especially in the initial stages.

Would you like to learn more?

Browse the Knowledge Base here or connect with the Customer Success team here.

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