Tools and systems fail. Analogue or digital matters not, tools and systems fail. The expectation often set by the creators is that failure is possible, therefore backups are recommended.
In our drive to ‘go digital’ in more and more of our work, the wise thing to do would be to have back ups. However, backups tend also to be digital. So perhaps an even better option is to always have alternatives.
Alternatives can help limit risk of failure. Additionally, they can help provide options for the frontline staff member when her device stops working. But also, alternatives enable those we seek to serve to have choice. Therefore alternatives limit organisational risk and risk to those we seek to serve.
There is something about choice that makes me feel human.