title: How effective incident management retains market share.
abstract: This paper discusses the need for business continuity practitioners to make incident management a focal element of their programme. Particularly during the first few minutes and hours of a business disruption, an established incident management methodology is not only key to achieving a successful, coordinated recovery, but it can play an even more important role in maintaining customer confidence following a disruption or crisis.
authors.affiliation: Symantec Corporation, Irvine, CA, USA. courtenay_enright@symantec.com
authors.forename: Courtenay
authors.initials: C
authors.lastname: Enright
mesh_terms: D003132:Commerce / Q000458:organization & administration*; D003142:Communication; D003659:Decision Making, Organizational; D004189:Disaster Planning / Q000379:methods*; D055868:Floods; D017408:Guidelines as Topic; D006801:Humans; D007194:India; D008131:London; D011340:Problem Solving; D023481:Terrorism; D014481:United States