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The alarms stop, but the real work is just getting started. Charlotte Ward and Kat Gaines pull back the curtain on what effective teams do after an incident is resolved—how to pause, learn, and communicate in a way that actually strengthens trust.

We explore why a short breather prevents knee‑jerk conclusions, how to balance pressure for instant answers with thoughtful analysis, and what belongs in a preliminary update versus a full review. Kat explains how to structure a live, blameless postmortem, why support must be in the room as a source of customer signal, and the right ownership model for running the review. You’ll hear a practical flow for the meeting—shared timeline, missed details, what’s been done, and what’s next—plus how to use Five Whys to move beyond “who messed up” and into “what systems allowed this.”

Communication takes center stage. We get specific about writing external reports that avoid clichés, match tone to impact, and clearly state what will change to prevent a repeat. We dig into accessible language for differently skilled audiences, personal follow‑ups for key accounts, and how to invite customer questions as a final step in closing the loop. The mantra running through it all: fix systems, not people. By treating incident reviews as a chance to improve detection, playbooks, tooling, and ownership, teams turn a rough day into durable resilience.

If you care about incident management, customer trust, and making your next outage less painful than the last, this conversation packs a complete framework you can put into practice. Subscribe, share with your on‑call crew, and leave a review to tell us your top rule for a great post‑incident report.