Moe, at OpsGenie (http://www.opsgenie.com), we've attempted to solve this problem through the use of mobile apps (iPhone, Android and html5 app) on smartphones (and tablets). Apps allow us to present much richer information, with custom fields, tags, as well as attachments, and enable users to communicate, not only acknowledge or comment but also integrate with other management systems thru execution of custom actions. I'd love to have you give it a try.

Disclamer: I'm one of the founders of OpsGenie