There Are Always Plenty of Incidents from Which To Learn
Sorry, False Alarm…
On January 13, 2018, what felt like an episode of Netflix’s “Black Mirror” unfolded in real life. Just after 8 in the morning, residents and visitors of Hawaii were woken up to the following startling push notification:
Thankfully, the notification was a false alarm, finally retracted with a second notification nearly 40 interminable minutes later.
The amazing, poignant and sobering stories that occurred from those 40 minutes, included people:
- determining which children to spend their last minutes with,
- abandoning their cars on streets,
- sheltering in a lava tube,
- believing and acting as we all would if we believed the end was here.
Unfortunately, this wasn’t a Black Mirror episode and paralyzed an entire state’s population. Thankfully, the alarm was a false one.
A Muted President
As President Trump took office, he introduced a new means for a President to reach his constituents—Twitter, averaging 6 to 7 tweets per day during his first year. On November 2, 2017, many bots that were created to closely monitor the tweets of @realDonaldTrump started reporting that the account no longer existed. Clicking to his account took the user to the above error page.
For a deafening 11 minutes, the nation was unable to listen to its leader, at least via Twitter.
The Hawaiian false alarm was sent by the state’s Emergency Management Agency. Their explanation of the incident was that during a shift change, an employee clicked “the wrong button” while running a missile crisis test, then subsequently clicked through a confirmation prompt (“Are you sure you want to tell 1.5 million people this?”).
Twitter employees had reportedly tried for years to get management attention on ensuring accounts weren’t deleted without proper vetting. The company typically used contractors in the Philippines and Singapore to handle such account administration; Trump’s account was deleted by a German contract worker on his last day at Twitter. Acting on yet-another-Trump-complaint, believing such an important account couldn’t be suspended, the worker’s last action for Twitter was to click the suspend button, and then walked out of the building causing the Twitterverse to read far more into the account’s disappearance than they should have.
In both of these situations, the immediate focus was on the personnel involved in the incident. “Who pushed the button?” is typically always one of the initial questions. Assumptions that a new employee, or rogue worker were behind the incident are common, and both motive and intelligence of all involved are under inspection.
We at AKF Partners constantly preach “An incident is a terrible thing to waste”. Events such as these warp the known reality into “How the shit can that happen??”, causing enough alarm to warrant special attention and focus, if not panic. Yet, all too often we see teams searching frantically to find any cause, blame the most obvious, immediate factor, declare victory, and move on.
“Who pushed the button?” is only one of many questions.
Toyota’s Taichi Ohno, the father of Lean Manufacturing, recognized his team’s habit of accepting the most apparent cause, ignoring (wasting) other elements revealed by an incident, potentially allowing it to be eventually repeated. Ohno (the person, not the exclamation typically uttered during an incident) emphasized the importance of asking “5 Why’s” in order to move beyond the most obvious explanation (and accompanying blame), to peel the onion diving deeper into contributory causes.
Questions beyond the reflexive “What happened?” and “Who did it?” relevant to the false alarm and erroneous account deletion incidents include:
- Why did the system act differently than the individual expected (is there more training required, is the user interface a confusing one)?
- Why did it take so long to correct (is there no playbook for detecting / reversing such a message or key account activity)?
- Why does the system allow such an impactful event to be performed unilaterally, by a single person (what safeguards should exist requiring more than one set of hands?)
- Why does this particular person have such authorization to perform this action (should a non-employee have the ability to delete such a verified, popular and influential account)?
- Why was the possibility of this incident not anticipated and prevented (why were Twitter employee requests for better safeguards ignored for years, why wasn’t the ease of making such a mistake recognized and what other similar mistake opportunities are there)?
Both of these incidents have had an impact far beyond those directly affected (Hawaiian inhabitants or Trump Twitter followers), and have shed light on the need to recognize the world has changed and policies and practices of old might not be enough for today. The ballistic missile false alarm revealed that more controls need to be placed on all mass communication, but also that Hawaii (or anywhere/anyone else) is extremely unprepared for the unthinkable. The use of Twitter as a channel for the President now raises questions over the validity of it as a Presidential record, asks who should control such a channel, and raises concerns on what security is around the President’s account?
Ask 5 Whys, look beyond the immediate impact to find collateral learnings, and take notice of all that an incident can reveal.
AKF Partners have been brought in by over 400 companies to avoid such incidents, and when they do occur, to learn from them. Let us help you.