When incident response teams are tasked with resolving complex issues under intense time pressure, the ability to quickly establish and maintain common ground becomes a critical success factor.
Understanding the Concept of Common Ground
Common ground refers to the pertinent mutual knowledge, beliefs, and assumptions that enable interdependent actions during a joint activity. In the context of incident management, common ground allows response teams to communicate using abbreviated forms and implicit references, safe in the knowledge that these will be understood by all participants.
Imagine a scenario where a relay race is taking place. As runner A approaches runner B, a simple word like “stick” is all that’s needed to convey the intent to pass the baton. This shared understanding eliminates the need for lengthy, explicit instructions that would slow down the handoff process.
Common ground can be further categorised into three distinct elements:
Initial Common Ground:
The knowledge and prior history that responders bring to the incident, including their shared general understanding of the world and the conventions associated with incident handling within their organisation.
Public Events So Far:
The historical shared experience of dealing with incidents in the past, which may have established precedents or led to shared learnings applicable to the current situation.
Ongoing Communications:
The continuous exchange of information and updates that occurs during the incident, further building and reinforcing the common ground among the response team.
The Importance of Common Ground in Incident Management
Establishing and maintaining common ground is crucial for effective incident management for several reasons:
Efficient Communication:
By relying on common ground, response teams can use concise, unambiguous language to convey critical information, reducing the time and effort required to align understanding.
Coordinated Response:
A shared base of knowledge and assumptions enables the various members of the incident response team to anticipate each other’s actions and coordinate their efforts seamlessly.
Faster Decision-Making:
When responders have a solid common ground, they can make quicker, more informed decisions during the incident, as they can rely on a mutually understood context.
Improved Collaboration:
Common ground fosters an environment of trust and mutual understanding, facilitating better collaboration among team members and enhancing the overall effectiveness of the incident response.
Institutional Learning:
The shared experience and learnings captured through common ground can be leveraged to improve incident management practices, leading to more effective responses in the future.
Building and Maintaining Common Ground
Cultivating common ground in incident management is an ongoing process that requires proactive efforts from the incident management team. This includes:
- Establishing clear communication protocols and terminology within the organization
- Conducting regular training and simulation exercises to reinforce shared understanding
- Documenting and disseminating learnings from past incidents
- Encouraging open and transparent communication during incident resolution
- Fostering a culture of collaboration and continuous improvement
By prioritising the development and preservation of common ground, incident management teams can navigate the complexities of IT disruptions with greater efficiency, coordination, and resilience, ultimately minimising the impact on the organisation and its stakeholders.
In the fast-paced, high-pressure world of incident management, the ability to quickly establish and maintain common ground can be the difference between a successful resolution and a prolonged, chaotic incident. By embracing the power of common ground, incident managers can lead their teams to triumph, ensuring the continuity of critical IT services and safeguarding the overall success of the organisation.