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→If we are working remotely
An incident is any technical problem that needs to be fixed urgently, i.e. we can't say "we'll fix it next week". This could be as serious as dead air, or something less serious but still serious, for instance if a show needs to get cancelled as a result.
An incident is any technical problem that needs to be fixed urgently, i.e. we can't say "we'll fix it next week". This could be as serious as dead air, or something less serious but still serious, for instance if a show needs to get cancelled as a result.
If you feel like you don’t know enough to fix the problem yourself, don’t be afraid to escalate, usually with a message in #studio-faults. If it’s a serious fault (dead air), @channel.
If you feel like you don’t know enough to fix the problem yourself, don’t be afraid to escalate, usually with a message in #studio-faults. If it’s a serious fault (dead air), @channel.
If you know the solution is very quick/simple, i.e. “Help! The presenter mic in red is wobbly!”, Don’t waste time declaring an recovery leader. In this case the response is “yes we know, we’ll send an engineer in with a tiny Ben Allen Key soon”.
If you know the solution is very quick/simple, i.e. “Help! The presenter mic in red is wobbly!”, Don’t waste time declaring an recovery leader. In this case the response is “yes we know, we’ll send an engineer in with a tiny Ben Allen Key soon”.
Otherwise, a '''recovery leader''' must be established.
= Criteria for recovery leader =
= Criteria for recovery leader =
* One of the first people aware of the situation (if something has occurred at an obscure hour then probably the only person aware)
* One of the first people aware of the situation (if something has occurred at an obscure hour then probably the only person aware)
* Has enough technical know how to decide which of the many suggestions thrown their way is best to carry out first.
* Has enough technical know how to decide which of the many suggestions thrown their way is best to carry out first.
* Must relay clear instructions to the Incident Worker/s.
* Must relay clear instructions to the other responders.
* Their job is to see the bigger picture (we need to get back on air asap and then we can start to troubleshoot and fix).
* Their job is to see the bigger picture (we need to get back on air asap and then we can start to troubleshoot and fix).
* This means that the most qualified person for fixing the problem isn’t always the best person to be IR, as they may get tunnel vision while working on the problem
:* This means that the most qualified person for fixing the problem isn’t always the best person to be RL, as they may get tunnel vision while working on the problem
* Need to be able to keep all respondents on track.
* Need to be able to keep all respondents on track.
There will only be one attendee.
There will only be one attendee.
You will need to create two threads in Engineering, Computing, or Studio Faults (whichever you deem most appropriate). One thread for all respondents to discuss their ideas/solutions and another for you to convey your final decision to the Incident Worker or those remotely accessing equipment.
You will need to create two threads in Engineering, Computing, or Studio Faults (whichever you deem most appropriate). One thread for all respondents to discuss their ideas/solutions and another for you to convey your final decision to the responder or those remotely accessing equipment.
If a call is needed then start a google meet and post the link, please record the call.
If a call is needed then start a google meet and post the link, please record the call.
'''Remember to see the bigger picture.''' As tempting as it may be, don’t get sidetracked with actually fixing the problem or discussing other issues that are less pressing.
'''Remember to see the bigger picture.''' As tempting as it may be, don’t get sidetracked with actually fixing the problem or discussing other issues that are less pressing.
'''Don't be afraid to assert your authority.''' For example, if someone is talking over you and giving conflicting instructions, tell them to stop. Be nice but firm - they're probably trying to help, but what they're doing is still unhelpful.
'''Keep an eye on the wellbeing on your team.''' If someone is getting too stressed or panicky, don’t be afraid to ask them to take a break. '''The same goes for you.''' Don’t be afraid to ask someone else to become IC, hand over, and leave. Don’t wear yourself out.
'''Keep an eye on the wellbeing on your team.''' If someone is getting too stressed or panicky, don’t be afraid to ask them to take a break. '''The same goes for you.''' Don’t be afraid to ask someone else to become IC, hand over, and leave. Don’t wear yourself out.