Scott Klein’s Incident Values Template

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