Even at the front end of the global coronavirus pandemic, companies that are stabilizing concerns of customers, prospects and employees are quickly implementing vital principles of communicating in a crisis, which include:
- Acknowledging the issue.
- Avoiding any phrases that would appear to hide the facts.
- Informing the key audiences with relevant information. (This is the most involved, multi-layered step because it entails communications protocol on reporting, messaging, timing, media, employees, customers, do’s, don’ts, adjustments, etc.)
- Showing empathy.
- Demonstrating leadership.
- Monitoring the situation (in this case, hourly)
- Providing updated information and more.
Clearly, getting in front of the issue sets the tone. Getting the right communications structure lifts the burden and normalizes concerns. After all, people want to know and understand the situation. (Think of how frustrated you were last time you were delayed inside of a plane on the ground but they wouldn’t tell you what the issue was — just that your flight is being delayed. Solution: TELL US.)
The LAST THING you want is to be accused of mismanaging the situation. Because the pandemic is affecting lives globally, you and everyone important to you deserve to have communications as a top priority.
For more, contact us. We’re having busy days with numerous clients, but we can help you navigate through the maze.