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Improve incident identification documentation

Warren Gifford requested to merge qk/incident-identification into main

Created by: quinnkeast

Our incident identification and resolution process is well-crafted and documented. I'm proposing some small changes to:

  • Reduce friction around "pointing out smoke" by explicitly noting that false positives are a good thing, because they help us to improve (something lead to that false positive, and so we can probably make something better).
  • Make the first action in triage and from incident leads to "thank the person who identified the incident." This is based on Toyota's andon cord process, where the team lead's first action upon reaching the person who reported an incident is to thank that person. This is a cultural reinforcement objective, aimed at reducing friction for reporting incidents. Folks should never feel hesitant to identify an incident, and we should always recognize and thank folks when they do. By doing this, we'll avoid cases where folks don't feel confident "pointing out smoke."

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