Why send SMS for incident response?
Attention and immediacy
SMS is delivered instantly and is usually read within minutes, making it one of the fastest methods to reach people in an emergency. This is crucial in the case of IT incidents affecting business-critical systems or in the event of a fire, where every second counts.
Reliable delivery
SMS works without an internet connection, making it a reliable channel when email and internal chat tools are down or unavailable. This is particularly important in the event of IT or network disruptions.
Two-way communication
SMS also allows recipients to reply, enabling two-way communication during an incident. This is particularly useful for quickly gathering information on the situation or getting confirmation from staff that they have received the alert.
Redundancy & security
By utilising both SMS and email, you create a robust communication strategy that ensures critical information is delivered through multiple channels. This redundancy adds an extra layer of security, safeguarding your communication efforts and increasing the likelihood that important messages are received.
Continuous updates
SMS can be used to send continuous updates during an incident. For example, it can provide ongoing information about actions during an IT incident or inform employees about the evacuation status in case of a fire.
Reach
SMS has the unique advantage of reaching people wherever they are – even on the move or in areas with poor or no internet connectivity. Since most individuals keep their mobile phones within arm’s reach, SMS ensures that your message is delivered and read promptly, maximising your communication reach.
Logging & documentation
SMS communications can be logged and documented, providing a clear audit trail for compliance, analysis, and continuous improvement of incident management. It also helps to ensure that the right people have received critical information in a timely manner.
No app required
Unlike mobile apps that require downloads and updates, SMS and RCS work instantly on all mobile phones without any extra steps for the user.
