Why your incident alerts get ignored

Abbie-Lee Hollister
April 4, 2019 10:58 AM

Your team are being bombarded with too many incident alerts - a large majority of which are irrelevant to them.

It is often the case when an incident occurs that admin don't have time to consider the specific users that might be affected, and instead it's far quicker to 'send to all' via email. But this is damaging how effective your alerts are!


1. The notifications aren't relevant 

When you need to send out a notification in a hurry, the easiest thing to do is to send to all, but this means that for some users the information will be irrelevant. → Click to Tweet. If this persists, users begin to ignore notifications because they believe it is not relevant for them. Ensuring that you have specific groups based on location, services, teams or technologies can help to raise engagement with your incident communications. 


Target your notifications to only the relevant people and reduce redundant alerts to boost engagement with your incident communications. 


2. There are too many notifications

If you are sending out too many notifications, users are bombarded and start to lose interest very quickly. On top of this, try to keep your incident notifications as succinct as possible → Click to Tweet. Give a quick overview of the issue and any simple workaround. Include useful and actionable information when you send notifications about an incident, even if it's just to let you know they've been affected by the issue.


3. Notifications get lost 

If you send incident communications through email, they can often disappear into users inboxes and get lost in the BAU noise. This is particularly important since workers are now working remotely more than ever. 


Allowing users the opportunity to notify the team that they've been affected by an incident can help to make an alert useful. 



When you provide useful alerts that users want to recieve, your brand as an IT service team is greatly improved and this can also help to limit alert fatigue.  


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