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Scott Klein’s Incident Values Template

Establish your incident values ahead of time—and get started with these questions

By Scott Klein

How we operate in the world

  • What relationship do we want to have with our customers?
  • What relationship do we want to have with our community?
  • What relationship do we want to have with others in our market?
  • What relationship do we want to have with ourselves?
  • What do we believe about our company and our brand?

How we perceive and handle incidents

  • How do we define what constitutes an incident?
  • What culture do we want to have around incidents?
  • What are the biggest challenges we face in navigating incidents? How do we want to build guardrails against them?
  • How will our company build a psychologically safe environment around incidents?
  • What roles do we want people to play during incidents?
  • How does our team define what bad looks like for working together during an incident? How will we build guardrails against it?
  • How do we want to learn from incidents?
  • How do we want to learn from each other?
  • How will we know if we are learning from incidents?
  • How does our team define what good looks like for working together during incidents?
  • What do we need from our team to support each other in navigating incidents?

How we communicate with our team, external customers, and community

  • How forthcoming do we want to be around incidents?
  • How do we want to communicate internally during incidents?
  • How do we want to communicate externally during incidents?
  • What does each person on the team need to feel safe speaking up?
  • What is one thing a team member can do for their teammate to support them in speaking up?

See also Scott Klein’s Incident Management Workflow and Communications Template

Scott Klein

Head of product, Levels Health

Scott Klein is head of product at Levels Health. Formerly, he was founder and CEO of statuspage.io, a Y Combinator-backed startup later acquired by Atlassian.

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