How To Create a Culture of Accountability in an Engineering Organization
A Culture of Accountability is one where the whole team understands they’re working towards a common goal to help the organization succeed then proactively works to deliver value on behalf of your organization, and pivots to help fix mistakes as they occur.
How To Communicate with Customers
Customers understand that incidents happen, but they'll want information and updates when their service is disrupted. So make sure you have a clear plan on how to get clear and concise information to your impacted users when it matters the most.
How to Talk Incident Management with Non-Engineers
Managing incidents goes beyond the engineering organization, so it's important that there's a plan for how to share information outside of the responding team - especially to non-technical team members who are customer-facing.