{
  "schema": "vedokrok.public-item.v1",
  "release_id": "MHC-RPUB-20260920-75ad787a",
  "url": "/knowledge/separate-fixing-from-explaining-during-an-incident",
  "id": "MHC-D-RESEARCH-0303",
  "version": "0.1.0",
  "title": "Separate fixing from explaining during an incident",
  "summary": "Every status request steals the same attention you are asking to restore service.",
  "kind": "principle",
  "body": "Assign operational work and communications to separate owners when incident load justifies it. Operations focuses on mitigation and diagnosis. Communications gathers verified state and publishes updates. The split protects technical attention while keeping stakeholders informed instead of forcing them to interrupt the fixers.",
  "limits": [
    "Do not create separate roles for a tiny incident when one person can safely do both jobs."
  ],
  "topics": [
    "union-diagnostic-incident-work"
  ],
  "intents": [],
  "source_ids": [
    "RS-A7FC21766320D048"
  ],
  "evidence": [
    {
      "claim": "Google SRE separates operational work from the communications role, which issues periodic updates to responders and stakeholders.",
      "source_id": "RS-A7FC21766320D048",
      "role": "supports",
      "note": "Role separation should reduce cognitive load, not block direct technical clarification between people who need it.",
      "locator": "Operational Work; Communication"
    }
  ],
  "use_when": [
    "The same responders are trying to change the system, answer executives, update users and maintain the incident record."
  ],
  "avoid_when": [
    "Do not create separate roles for a tiny incident when one person can safely do both jobs."
  ],
  "example": "The Communications Lead turns the incident document into a concise update while Operations tests the rollback.",
  "check": "Stakeholders receive current information without repeatedly pulling the Operations Lead out of active work.",
  "sources": [
    {
      "id": "RS-A7FC21766320D048",
      "title": "Managing Incidents",
      "url": "https://sre.google/sre-book/managing-incidents/"
    }
  ],
  "relations": [
    {
      "from": "MHC-D-RESEARCH-0303",
      "to": "MHC-D-RESEARCH-0304",
      "type": "useful_with",
      "url": "/knowledge/give-production-changes-one-operational-lane"
    },
    {
      "from": "MHC-D-RESEARCH-0303",
      "to": "MHC-D-RESEARCH-0305",
      "type": "useful_with",
      "url": "/knowledge/update-stakeholders-on-a-deliberate-cadence"
    }
  ],
  "collections": [
    {
      "id": "RC-6F9B0E6D320D1467",
      "title": "Find the fault without making the incident harder to understand",
      "url": "/collections/find-the-fault-without-making-the-incident-harder-to-understand"
    }
  ]
}