Effective Incident Management

Managing Your Company’s Reputation on Social Media

Managing Your Company's Reputation on Social Media - MissionMode

Social media is increasingly becoming a go-to channel for customer service, but there is a serious disconnect between consumer expectations and company norms for responsiveness and issue resolution via social channels. Social media channels are often run by marketing or communications departments in large organizations, which can mean they do not receive the same type of customer service scrutiny as call centers or email-based customer inquiries.  There is a strong argument that social media should be a dedicated team shared between Marketing and Operations in order to maximize effective responses...
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Minimize Economic Damage when the Next Storm Strikes

Minimize Economic Damage

The numbers are staggering. Four major winter storms. Eight feet of snow. An economic loss that will likely reach billions when all is said and done. Residents of Massachusetts can’t wait for this winter to be over, but it has also been an especially challenging season for business continuity management experts. Forecasts for Dramatic Economic Damage “This winter weather has been economically devastating,” said Massachusetts State Auditor Suzanne Bump, who also served as secretary of Labor and Workforce Development, indicating the impact of this winter will be felt long after the...
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Twitter Hack on CENTCOM: Annoying Prank or Serious Security Threat?

internet security

Although the IT incident management team and other officials at CENTCOM, the U.S. military’s Central Command that oversees U.S. military operations in Central Asia and the Middle East including Iraq, Syria and Afghanistan, is steadfast in their position that a recent attack on their Twitter and YouTube accounts were “cybervandalism”—an annoying prank—rather than “cyberterrorism”—a serious security threat—questions still remain regarding how vulnerable our government is to cyberattack. CyberCaliphate’s Prank If you followed CENTCOM’s Twitter account on January 12, you would have seen CyberCaliphate’s shenanigans that included: Switching the title of...
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Update your Disaster Recovery Systems: 2014 Data Security Lessons

Retail Identity Theft - Disaster Recovery Systems - MissionMode

It’s not been the sort of record-breaking year any business wants to have. Nevertheless, as 2014 comes to a close, many disaster recovery and incident management professionals have begun to refer to it as “the year of the breach” thanks to the increasing number and costs of high-profile data breaches. Now is a great time to consider updating your disaster recovery systems. Costs Escalate for Data Breaches In the retail segment, costs associated with breaches more than doubled since last year according to a recent Ponemon Institute study. Retailers weren’t...
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Incident Management Systems and Emergency Plans Helped Buffalo Hospitals Endure the Snowstorm

Snowstorm - Cars rendered immobile - incident management systems

In November 2014, Buffalo, New York residents were pummeled with nearly 8 feet of snow in just three days, the amount they typically get in an entire year. For some, it meant several days off of school and work, but for emergency and healthcare personnel, it was a chance to put their incident management systems and plans to work. Early Warnings Allowed for Some Preparation Hearty Buffalonians know what it takes to weather a storm, but the lake-effect snowbands made the November storm prolific. Luckily, early predictions alerted residents to...
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Gartner Hype Cycle Report: Crisis and Incident Management Software

incident management - mobile app - MissionMode

When the world’s business leaders seek out information technology insight, they turn to the research and recommendations of the leading technology analyst, Gartner. Gartner analyzes and interprets topics of interest for IT, business and government agency leaders. Recently, Gartner explored crisis and incident management software in a Business Continuity Management and IT Disaster Recovery Management Gartner Hype Cycle. They observed that while these tools are still in the mid-stage of adoption (approximately 20% of businesses using incident management software) they can be highly useful across a wide number of industries....
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Crisis Management Lessons Learned: Malaysia Airlines

Malaysian Airlines Disaster Recovery

Without a doubt, 2014 hasn’t been a good year for Malaysia Airlines. First, in March, flight 370 from Kuala Lumpur to Beijing vanished without a trace with 239 passengers and crew onboard—and still has not been recovered. In July, flight 17 was scheduled to fly from Amsterdam to Kuala Lumpur but crashed in a contested area of Ukraine. All passengers and crew were lost. Although you may be counting your blessings that you’re not part of Malaysia Airlines’ leadership team, the reality is that any organization can and should benefit...
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Inside MissionMode Fall World 2014: Incident Management Best Practices

Fall World 2014

Disaster Recovery Journal’s Fall World, the No. 1 conference dedicated to business continuity, hits the shores of San Diego, September 7-10, and promises to be an valuable gathering for networking, incident management best practices, and learning. The diverse list of past attendees represents nearly every industry including Macy’s, IBM, GEICO, PayPal, and MissionMode to name a few.  Register today and check out the excellent line-up of speakers and breakout sessions. How Ready Are You? Visit MissionMode at booth #500 to get your Readiness Number.  Take our Readiness Assessment to help...
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Effective Incident Management and your Supply Chain

supply chain incident management

In a global world where a natural or man-made disaster on one side of the earth can impact the operations of businesses on the other, it’s more important than ever to ensure your supply chain management team plans for interruptions that will inevitably occur. According to Resilinc, a leading supplier of supply chain resiliency solutions, 293 global supply chain disruptions were tracked in 2013 which included; earthquakes, hurricanes, explosions, labor disputes, and more. Many businesses have made diligent efforts to improve their corporate agility in the event of a global...
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Effective Incident Management: Leadership Behavior to Avoid During a Crisis

Crisis leadership

Some leadership qualities and actions that would be expected and appreciated during normal operating circumstances can and do backfire in a crisis situation. Effective incident management is a delicate dance of knowing when to take control, when to collaborate and when to recognize the strength of others. Listed below are some behaviors a leader might exhibit during a crisis situation that can fail miserably.  For more great tips on what to do and what not to do when leading teams in times of crisis, get our free eBook on The Art...
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