When a critical Information Technology (IT) incident occurs, its impact is not only experienced in the technical field but also across the entire organization. The organization’s stakeholders from across all fields should be engaged immediately to help reach a solution. The worst scenario is to have stakeholders hear about an incident from another source. For the stakeholders to receive the news fast enough and through a channel which they can trust, the organization has to use a single channel system to engage them.
Whether they are in the category of law, support, public relations, or executive, all stakeholders must be kept informed in case of an incident. They are considered the greater community with a lot of influence in the business. The best way to streamline news to them without involving many channels that cause confusion and raise suspicions about the news is through stakeholder Engagement.
If the organization decides to Streamline Critical Communications with Stakeholder Engagement, the stakeholders will trust the information and provide an immediate solution. Stakeholder Engagement is a communication feature that allows the subscribed or added stakeholders to get firsthand news through the channel of their choice. This will ensure the outage does not have a negative impact on the organization’s reputation or finance.
Advantages of using Stakeholder Engagement
Stakeholder Engagement provides streamlined postmortems by recording updated messages on an incident timeline for future reference. This way, the stakeholder does not have to file the reports therefore, diverting all the time and attention to solving the problem at hand. Stakeholders put more trust on this single source of updates rather than multiple sources. Therefore, they take the news with the seriousness it deserves.
It also provides new licensing which allows users to access updates that concern them depending on which category of stakeholders they fall in. This strategy of releasing information in a well-organized manner creates good relations between the IT team and the business. Cases of misunderstanding and unintended message pop outs become minimal.
Why Stakeholders should be Engaged during a Critical Incident
Stakeholders have a say in making decisions about the organization since the results have a great impact on their lives. During any business participation, their contribution influences the decisions made. Engaging them enables the business to base its decisions on the expectations of the greater society and to promote shareholder value.
Seeking the opinion of others in a business helps in providing a wider view of the issue at hand. People give different opinions about the subject and then narrow down to the best solution after consultation and discussions. This way, the ultimate decision is always fair to all and directed towards achieving a positive impact on the business at large.
Engaging stakeholders in real-time incidents is a great strategy to apply, but using many confusing channels to relay the message is close to doing nothing. Again, getting the trust and support of the various stakeholders will be seamless if they’re the first to know about the incident.