We should all be declaring more incidents
summary
Argues for declaring many more incidents as a deliberate tool: actual claim is that lowering the bar and autocreate incidents from every new error lets teams contact affected customers before they complain, turning bugs into delight (one fix shipped in 15 minutes, dozens of positive messages). Tools stay simple — logs and traces, Slack channels and status pages — and the org change matters: a product responder rotation, clear triage (accept/decline), and an incident channel per error scale to ~5 incidents a day across four teams and noticeably improve response and satisfaction.
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chapters (10)
- 0:00Introduction
- 1:28Minor issues to customer wins
- 4:17Lowering incident declaration bar
- 8:30Empowering teams to declare
- 10:37Incidents as top priority
- 13:45Active triage and pausing
- 15:12Staffing reactive work
- 16:56Customer communication in incidents
- 20:47Defining communications lead
- 22:34Summary
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