Escalation

Thousands of violent videos are still available on the internet, according to Alexander, who claims they lead to an escalation in offline tensions between rival gangs. "I believe some young people are losing their lives as result of this material on the internet," she said.

The 1840s saw a further escalation, with new laws treating most slave ships captured as pirates, and a number of military expeditions being mounted to destroy slaving centres on the African coast and depose, or even kill, remaining local kings and chiefs who had refused to end slavery in their territory.

The manager ensures that the escalation team generates a continuous stream of root cause analysis exercises and the subsequent corrective actions.

Resolving escalations tends to require large amounts of time and energy from the support engineer working on an escalation and from the manager driving it. If those individuals are also required to attend to other issues, they will either neglect other customers (not good) or do a poor job of driving the escalation (very bad).