COVID-19 presented unique challenges when it came to deciding the appropriate time to begin telling our story to an external audience. When was it okay to start talking about business again? When would it not sound uncaring? We knew it was important to place people and purpose at the front as we took our early steps into post-COVID external messaging.
As critical as navigating through crisis, you must also anticipate traversing into a new phase. Transitioning to your next normal can be a natural extension of your communication and messaging strategies during these unsettled times.
By flattening the decision-making process; altering the speed, mechanisms and cadence of conversation; operating with transparency in communications; and proving accountability, we have unlocked the trust of our team. And as we pivot and start to consider what the workplace looks like when we return, we must also consider how we will incorporate this new way of doing business as we move to the “next normal.”
In the beginning, at the leadership level, our CEO began by pulling together and leading a cross-functional response team. We quickly defined four goals that would inspire our employees and guide our strategies: to protect the health, safety and livelihoods of our people; to continue to deliver on our commitments to customers and stakeholders; to […]
As communications leaders, crisis communication has always been part of our professional responsibilities, but this crisis has posed a variety of distinct challenges that have both reinforced best practices and motivated us to respond differently. Why? This crisis is global. Crises tend to be circumscribed, wreaking havoc on a single industry, a particular sector, or […]