Streamline Critical Communications With Stakeholder Engagement
by Jeremy Bourque
January 18, 2017
| 4 min read
Reach Business Stakeholders During Critical Incidents
Today, the reach of an IT outage extends far beyond the reach of the IT organization. The health of digital infrastructure is becoming all the more vital. In a competitive, consumer-focused market landscape, an outage can have a significant impact on the business, its revenue, and its reputation. As such, while the technical response for an incident is underway, stakeholders from business leadership, key business functions, such as public relations, marketing, customer support, legal, and others must be engaged and kept informed for the business response.
In many organizations, however, critical incident communication is spread across multiple independent channels, such as email distributions, conferencing, and chat streams. This siloed approach makes it challenging for business stakeholders to get a clean timeline, a single source of truth, and an understanding of exactly who is engaged in the response. Moreover, it makes it difficult to know which communication channel best reflects the full scope of what’s going on, placing a significant burden on responders that need to be fully focused on resolving the critical incident at hand. Later on, retroactively timestamping and piecing together information from disparate locations also becomes an arduous task.
Proactively Communicate With Critical Incident Stakeholders
With all of these pain points in mind, we built the Stakeholder Engagement feature set. Stakeholders across the organization can now subscribe to or be added to a critical incident and receive real-time status notifications via their preferred channels — SMS, email, or push notification.
A new incident status page designed for stakeholders provides the relevant information and status updates in a streamlined timeline, with the ability to click in and view the full incident details. The first release of Stakeholder Engagement is generally available as of today.
Stakeholder Engagement allows you to:
- Have a single source of truth for real-time updates: Each incident has a status page that stakeholders can subscribe to for relevant, time-stamped, key updates.
- Reduce resolution times: Send status updates to customizable teams of relevant business stakeholders and reduce manual communication work so you can focus on incident response.
- Get full visibility into who has been engaged: Easily see which Responders and Stakeholders are engaged on an Incident.
- Streamline postmortems: Updated messages are automatically recorded on the incident timeline, so you don’t have to waste time piecing together the chronological order of events.
- License for business users: Business stakeholders can get the right level of information and access they need to be engaged in the Incident Response, for the right price.
The New Stakeholder User License
Our goal is to enable businesses to improve digital delivery and coordinated response to outages not just within IT, but across the organization. As such, we wanted to ensure the best possible experience for business users leveraging PagerDuty, especially as they need a smaller but highly critical set of functionality.
Stakeholder users can be purchased for significantly lower than the full user price. The Enterprise plan includes one free stakeholder user for each full user license.
Learn More
To get started, read the support documentation here:
Don’t hesitate to reach out to support@pagerduty.com if you have any questions or feedback — we look forward to it! We hope that with Stakeholder Engagement, your cross-functional teams are enabled to orchestrate seamless, agile responses for better business outcomes.
Register For The Webinar
Be sure to join us for a deep dive webinar: Streamline Critical Communication With Stakeholder Engagement on January 25th at 10am PST. We will be sharing a live demo and discussing capabilities, benefits, and use cases of Stakeholder Engagement. Register and save your spot today!
