All posts
Published on 28.04.2020
COVID-19 has now brought public life to a standstill almost worldwide. Work life has also changed dramatically – and when possible, companies are having their employees shift to working from home. The current situation also requires particularly intensive crisis communication that reaches all employees at all times, wherever they are. Current information, emergency plans, and cases of illness must be directly communicated. Especially important at this time: digital tools. That’s why we’re giving you seven tips on what successful crisis communication can look like.
1.) Employees are the priority – internal communication comes first!
In the current situation, social distancing is the name of the game. This also means that employees who have the technical ability to do so should be working from home. Nevertheless, companies must ensure that important news and decisions reach all employees – regardless of their current location. This can be information about current operating procedures, the communication of cases of illness within the company, or simply delivering helpful information. It is important that the workforce knows where to get information. A Social Intranet can provide meaningful support in crisis communication and offers a central point of contact for everyone (more information here).
2.) FAQ: know today the questions of tomorrow
Once a company reaches a certain size, it can become difficult to answer every employee inquiry quickly. It is, therefore, important to anticipate the questions or issues that colleagues are facing and to adapt to them in the best possible way. A central FAQ page can help to immediately address a multitude of questions and concerns. In addition to the classic question-and-answer format, measures for employee protection, for example, can also be explained here. With communication tools like COYO, you can easily and quickly create these types of pages – including your own Wiki. You can find more information here: Global expertise – a knowledge database for the whole company.
3.) Determine realistic future scenarios and use them to develop communication measures
At the moment, news reports are pouring in and there are new decisions in politics and business almost daily. To be prepared for any eventuality, it makes sense to contemplate possible future scenarios and to derive communication measures based on them. This enables all employees to be informed quickly, decisively, and comprehensively in case of an emergency. These scenarios can, for example, deal with the issue of facility closures. In the event that these occur, meaningful communication channels can be set up and messages can be prepared in advance. The same applies to working from home (how meetings are handled, what hardware is required, etc.). Binding language regulations can also be agreed upon. So that, even in turbulent times, you always keep a clear overview and a level head!
4.) Setting up a crisis team
The clear delegation of responsibilities and accountabilities is important for proper orientation of the company. This not only provides reliable communication, but most importantly, it creates security for employees, ensuring everyone knows who to turn to in case of questions or problems. Therefore, in the event of a crisis, it makes sense to set up a team exclusively responsible for managing the current crisis situation. Ideally, the team members should be assembled in such a way that they cover the relevant responsibilities and branches. Management, the communications team, HR, and health management should be involved in order to combine professional competence and decision-making authority. Of course, the team can be extended accordingly, depending on the structure of your company.
5.) Always be up to date with the latest developments
Closely monitoring the current media updates is also an important component of good crisis communication. This ensures that you remain prepared for queries from colleagues and employees and are able to provide information and make decisions in an emergency. In addition, the curation of external content can also be a way to distribute information within the company without significant effort. However, it is important to carefully check the quality and reliability of any sources.
6.) Find experts to act as contact persons
Even crisis teams can encounter limitations in terms of their expertise or capacity. Do not be afraid to ask experts for advice when it comes to important decisions or communication measures. Reaching out to doctors and health authorities can be just as helpful here as collaboration with a crisis communication agency. Professional associations and trade unions can also be valuable partners.
7.) Don’t panic!
Regardless of the severity of the crisis: do not panic! It is advisable to always keep a cool head and not to react impulsively. Internal communication to employees should always provide comprehensive information (even during crises or negative events), while being objective and offering solution strategies to avoid unnecessary anxiety within the workforce.
COVID-19 poses a great challenge – companies can help to calm the situation as much as possible through clear and targeted crisis communication and providing their staff with all necessary information. It is important to gather reliable information, act with foresight, and reach all employees with your communication. Digital tools, like COYO, can provide practical help in this regard.
➡️ Note: For anyone wanting to know how a Social Intranet can improve crisis communication, you can find the relevant article here.
