When several things are on fire.
WHAT TO ESTABLISH QUICKLY
How many customers each affects Whether work is blocked or merely inconvenienced Whether money or data is at risk Whether it is getting worse
WHAT ORDER TO WORK IN
Ongoing harm first Then most customers affected Then blocked work Then everything else
WHY ONGOING HARM FIRST
It grows while you deliberate.
WHAT EXAMPLES OF ONGOING HARM LOOK LIKE
An account sending spam Data being exposed A billing fault charging repeatedly
WHAT TO DO ABOUT THE OTHERS MEANWHILE
Acknowledge, with an honest expectation.
WHY ACKNOWLEDGE
Waiting without acknowledgement is the worst experience.
WHAT NOT TO DO
Work whoever is angriest first.
WHY
It teaches that anger is the route to service.
WHAT TO DO IF SEVERAL ARE GENUINELY EQUAL
Oldest first.
WHAT TO ESCALATE
Anything you cannot get to within its severity target.
WHY
Someone else may be able to.
WHAT TO COMMUNICATE INTERNALLY
What you are working on, so effort is not duplicated.
WHAT TO RECORD AFTERWARDS
What competed, and whether capacity was the problem.
WHAT TO REVIEW
Whether these collisions recur at particular times.
