Top 4 reasons you need to implement an incident communications tool

Abbie-Lee Hollister
February 6, 2019 10:00 AM

The key aspect of incident management is clear and effective communication.

Effective communication is fundamental in any major incident, having an incident communications tool simplifies the process - making it easy to provide relevant information without having to scramble to find an updated email list or just hitting 'send to all'. 

During an outage or an incident, communication with your team is crucial in order to help keep the business operational. → Click to Tweet. Often, there is so much focus on resolving the issues or incident that communicating with other teams is sidelined.


1. An incident communication tool helps you continue to operate 

Having a simple incident communication tool to allow you to send rapid notifications helps your organisation to operate. Clear communication is key, and you can limit any panic from users by providing details of workarounds - helping to maintain productivity. Streamline your incident management process, and keep the business running as smooth as possible with the adoption of an incident communication tool. → Click to Tweet

2. Reduces calls to the Service Desk during the incident 

Service Desk teams are often inundated with calls about the same issue, having to repeat themselves can waste time in getting the issue resolved.  Reducing the amount of calls helps to keep productivity high. 


When communication is clear and concise, people are aware of what is unavailable and any workarounds that can be actioned, meaning that their expectations are clearly set and saves valuable time.  



3. Helps to make your team look professional

Your team's reputation is important, and communicating effectively boosts your professional appearance. → Click to Tweet.  Proactively handling any incidents that arise, by sending out a notification or alert that you're working on resolving the issue keeps the situation calm too. 


4. Helps reduce the cost associated with an incident

Every minute costs, and when there is an incident or outage there can often be workarounds that can keep the business operational, rather than everyone expect the service desk team downing tools.

Cut downtime costs by sending out notifications, letting users know about workarounds or temporary fixes. 


Effective communication is fundamental in any major incident. → Click to Tweet. Having a dedicated tool for incident communication makes life more simple to provide relevant information to targeted audiences at the click of a button.  


Want to learn more? Check out this collection of incident planning articles.