The Future of Incident Management and Response: Software

Incident management and response is in the throes of systemic change. As with most industries, the technical revolution is fostering transformation, and paper-based contingency planning, manual alerting and mobilisation, and laboured media communication are fast becoming obsolete. In its place, technology-driven solutions are emerging, providing opportunities to improve internal processes.

To keep pace with this evolution, modern-day organisations must learn to become more receptive to these services; they not only offer a wide variety of benefits but also represent the inescapable future of the industry. Here’s what the future of incident management and response will look like to forward-thinking organisations.

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Permanently Updated Planning and Preparedness Provisions

An apathetic attitude to disaster and crisis management is not uncommon. In fact, it’s all too familiar. Like other preventative measures, security and contingency planning is easily downgraded and preparedness resources can quickly become dated.

This can be a real issue as contingency plans only have value when they’re kept up-to-date, and failure to keep documents current can result in system vulnerabilities, slowed disaster response and jeopardised employee welfare.

But in the future, this pain point should all but be eradicated. With a technology-driven software solution, organisations can better keep track of the status of their planning and preparedness documentation – setting expiry dates, revision periods and automated reminders for individual's assigned responsibility for a part of the plan – ensuring that plans are kept continuously updated.

More Effective Incident and Crisis Management

Disasters often strike at the worst possible time, throwing normal operating procedures out the window and ill-prepared organisations into chaos.

In the midst of this confusion, the ability to gain access to relevant, accurate and timely information can be hampered. Not least if that information is stored in unwieldy spreadsheets, clumsy telephone trees and unintelligible flipcharts.

In today’s hyper-connected world, it’s essential organisations utilise tools that allow them to move at the speed information now travels. This not only means being able to access information quickly, but it also means being able to view the right information at the right time.

By using a secure software solution, crisis teams can gain access to information boards, offering filtered views of the necessary information on a role by role basis, and ensuring that incident and crisis management is as seamless, rapid and productive as possible.

Rapid Alerting and Mobilisation

The number one concern for all organisations is the welfare and safety of their employees, and timeliness is the key to ensuring that this is maintained during a crisis.

During a crisis, warning employees of adverse events, establishing the status of those who might have been affected, and mobilising emergency response and crisis management teams are all critical events that need to take place as quickly as possible. While many organisations have procedures in place to deal with these events, they often vary significantly in terms of their quality, speed and usefulness.

The provision of a rapid alerting and mobilisation module is a core component of technology-driven solutions. With a keen focus on notifying employees, stakeholders and customers in the immediate aftermath of the crisis, the fallout can be significantly mitigated, and the safety of all employees heightened.

Consistent Media and Crisis Communication

In the modern era, social media and news outlets are frequently the first sources of information for large-scale incidents. But when a crisis unfolds, media and communications teams are often left in the dark, with little to no information to abate the pressure placed upon them by journalists.

This discordance can be irreversibly damaging as media agencies will expect regular updates and stop at nothing to get the latest information from the organisation affected. If they believe that more information can be sought from different sources, they may change tack and begin to question those affected instead of towing the company line. It’s at this juncture that inconsistencies can arise regarding details about the crisis, its cause, and, crucially, where the blame lies.

To remove this risk, organisations must be able to respond to media enquiries quickly and effectively and continue to provide fresh, up-to-date information as soon as it becomes available. With the provision of incident management and response software solutions, visibility and transparency are provided at all times to the media and crisis team, meaning they have all the information at their disposal to pass on accurate and consistent information.

21st Century Incident and Crisis Management

To embrace the future of the industry, organisations must become more receptive to technology-driven solutions to improve their incident management and response practices. In the not too distant future, outdated practices will no longer be viable for organisations, and when that time comes, the pressure will be on to migrate away from obsolete procedures.

To avoid the rush and the headaches that will accompany the ill-prepared exodus from outdated paper-based systems, companies should look to embrace software solutions soon.

If you're thinking about modernising your incident management approach with the introduction of software, but are struggling with the choice between using in-house resources to create a custom solution, or buying something off the shelf. Gain the insight you need to make a decision with our free guide – download it now.

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By Sophie Lamb

Sophie is experienced within client implementation and have worked with numerous Tier 1 clients across all industries. She is organised, have great attention to detail and can effectively communicate with stakeholders at all business levels.

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