If a major incident occurs, how will you keep lines of communication open? Do you have a dedicated bridge channel?

3.2k views15 Comments

Director in Manufacturing, 1,001 - 5,000 employees
It depends but internally if Teams is working we have an outage page and for operations an open bridge

If network access is failing we use cellphones to connect to a WebEx bridge

It’s rare for Teams to be inaccessible so a conference bridge there is the answer most of the time. One bridge for Operations and one bridge for business updates
CEO in Services (non-Government), Self-employed
As a remote first organization we mandate that employees use a different provider for cell service and internet. When Rogers Communication went down Canada wide we were able to remain connected by tethering devices for internet access.
Director of IT in Services (non-Government), 201 - 500 employees
We do have a special dedicated line for emergencies, but we also have a 2 person minimum on-call process, whereby one person is working on solving the issue and the other is communicating to the stakeholders.  It's important to keep corporate stakeholders out of the technical call because it can add undo pressure to the situation.
VP in Software, 10,001+ employees
Our Communications and PR team looks into such messaging, and decides about ddicated bridge channel
Head of IT Operations in Healthcare and Biotech, 201 - 500 employees
A dedicated Teams channel is established for all Major Outages. If Teams is unavailable we create a teleconf call via our local carrier.
Director of IT in Healthcare and Biotech, 10,001+ employees
Not a dedicated bridge but having a clearly defined call tree helps in case of major incidents/disasters.

Dedicated bridge is opened once the initial communication is done and the "response" phase begins.
Director of software engineering in Software, 201 - 500 employees
Nothing fancy. Teams is our primary communication channel. Fallback is phone calls and text.
Chief Information Officer in Services (non-Government), 51 - 200 employees
Yes We have a dedicated bridge and follow our Incident Response Plan, which outlines in details our standard operating procedure.

CIO in Education, 501 - 1,000 employees
We do not have a dedicated bridge channel, but can set one up if needed.  We rely on Slack to communicate withing the IT team and all have access to it on work devices and cellular devices.  We also can fall back to direct messaging and phone calls.
Head of Corp IT in Software, 201 - 500 employees
Also depends.  In a previous role, we used a product like dialmycalls to notify users of incidents over call, sms and emails.  Users can also dial in to check on a pre-recorded status messages.  Less drastic notification are typically over email, group chat etc.

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It depends (comment below)5%



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