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Dead air on the incident call (blog.danslimmon.com)

software failure incident commander troubleshooting communication teamwork problem-solving

This article examines the importance of managing periods of silence (or ‘dead air’) during high-impact software failure troubleshooting in a team setting. It highlights the critical role of the incident commander in keeping the problem-solving effort moving forward, employing different strategies based on the situation, and the concept of ‘functional dead air’ for effective incident response.
Main Points
- Managing SilenceThe role of the incident commander involves actively monitoring and managing periods of silence during incident calls to ensure problem-solving efforts continue.
- Engagement StrategiesIncident commanders should employ strategies to keep participants engaged and informed, including sharing screens, asking questions, and ensuring newcomers are up-to-date.
- Functional Dead AirFunctionally negotiated dead air, with specific objectives and time frames, is essential for effective problem-solving during incident response.
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