Operations, customer support, engineers and most groups use inconsistent language. This is a serious problem. Imagine NASA doing that with astronauts or a navy with ships talking to each other, but not using the same terms. Something very bad will happen. In our space of incident management, we use words like broke, failed, outage, doesn’t work, dead…all describing the same condition. Inconsistent language use impedes communication and has caused the wrong action and erroneous messaging t...
