These days, we’re all living in a constant state of crisis, foisted upon us by a world where those who are meant to keep things stable are the least stable factors in our lives. The chaos and stress of that reality makes it difficult to make any plans, let alone to make decisions if you have responsibilities for a team or organization that you’re meant to be leading. It’s easy to imagine there’s nothing we can do, or to feel hopeless. But a resource that just arrived served as a timely reminder for me that a crisis doesn’t have to be paralyzing, and we don’t have to feel overwhelmed when trying to plan how we’ll respond as leaders.
The topic of crisis has been on my mind again as I’ve been looking at the work of some friends who are the most fluent experts on the topic of crisis that I know, prompted by the release of Marina Nitze, Mikey Dickerson and Matthew Weaver's new book, Crisis Engineering.
There’s nothing more valuable than people who can step in during a moment of crisis and provide clarity, not just on how to make it through that moment, but how to seize that opportunity to actually make better things possible. A few years ago, at some of the most stressful and harrowing moments I’ve had as a leader in my business career, I got to connect with a remarkable team who ran towards the crisis that our organization was in, and helped our team get through that moment and not just persevere, but to thrive. I thought a bit about the famous Mr. Rogers line about “look for the helpers”, and Matthew, Marina, and Mikey's team at their company Layer Aleph really were the equivalent of the helpers when it comes to the place where where technology meets the real world.
I’d first heard legend of their way of working in the days and weeks after the notoriously rough launch of Healthcare.gov (This was back when the federal government aspired to competency, inability to deliver was considered a scandal, and media would accurately describe something that didn’t function as a failure.) A small, scrappy, multifunctional team had been able to transform the culture of this hidebound segment of the federal government, and deliver a set of services that are saving American lives to this day. That story is detailed well in the book, but at the time, the conventional wisdom was that this was a catastrophe so impossibly complex, in a bureaucracy so hopelessly broken, that nobody could possibly fix it. And then they did. (With the help of a lot of brilliant and motivated colleagues.)
As it turns out, this was just one of many such efforts that the team would be a part of, and helped define the overall approach that they, and their collaborators, would take in addressing these highly public crises. There are so many situations where a combination of cultural and technical challenges conspire to cause extremely visible failures or disruptions that seem intractable. But over time, a set of practices and principles emerged from their work that took the response out of the realm of superstition and guesswork and into something that was almost a science. These techniques work when systems are crashing, when machines get hacked, when data are leaked, when business models are crumbling, when leadership is in disarray, when customers are angry, when users are leaving, when competitors are attacking, when funders are fleeing. In short, when the crisis is at your door.
It was years after their evolution from those early post-Healthcare.gov days into a mature practice that I reconnected with the Layer Aleph team. By then, I was running a company, and a team, that was under an extreme amount of stress, and in a situation that could easily have amounted to an existential crisis. They were able to engage with conviction and compassion, but importantly, they weren’t making it up as they went along. I think this is an idea that’s important to understand in the current moment, too — there is such a thing as expertise. We do not have to settle for incompetence and cronyism. Good people of good character with real credentials and relevant experience can bring it to bear on even the most challenging situations, and when they do, even the most intractable problems are solvable.
And now, that expertise is something they’ve captured and shared.
I don’t often unabashedly endorse books about business and technology; too often I find them to be based on thin premises, padded out with cliches. But what the team here have done with their new book Crisis Engineering is something special — they documented their own experiences of turning real crises into a chance to design new, resilient systems.
Even better, they talk about how other organizations can do the same thing. The reason that I can testify that it works is because I have seen it, and I’ve seen my own team benefit from their work. In fact, I think it was during the conversations after the dust had settled from some of that work that the very phrase “crisis engineering” first emerged as a description of this way of thinking about complex problems. I’m thrilled that it’s become a useful shorthand for naming and discussing this powerful and unique way of tackling some of the most intimidating situations that companies or organizations might take on. It’s built confidence for myself, and my whole leadership team from that era, that we’ll be ready when the next challenge arrives. With apologies to Rihanna, I do want people to text me in a crisis.
The more confidence we can build in our teams that a crisis is an ordinary event that we can plan for, the more ready they will be for that moment when it arrives. That’s why I can’t recommend the book highly enough. Set aside some time to read it, and to make notes on how you might put it into practice when crisis inevitably comes to visit. You’ll be lucky to have had this resource before you need it.
You can read more about the book on their site. (And, as always, nothing I post on my site is sponsored content — I’m enthusiastically endorsing this book because I believe in what these folks have written and genuinely believe it’s worth your time to read if you lead an organization or team.)
Read more of this story at Slashdot.
Read more of this story at Slashdot.
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