Well, where to begin? The Coronavirus situation has certainly caused ripples and is leaving many of us managing an unprecedented situation, in our homes and our businesses.
In times of crisis keeping lines of communication open is absolutely vital, but if you’ve never had to manage something like this before it can be difficult to know what’s best, and what to do first with so many competing priorities.
I was speaking with a client yesterday who manages a home care company and the implications for him have been huge. He’s managing the worries and expectations of many different people all at once while trying to keep home visits happening safely. It’s a lot of pressure!
With 14 years’ experience of managing crisis communications for the police and the NHS, knowing what to say and when is right in my comfort zone, so I’m going to share some of my top tips for keeping ahead of this ever-changing situation.
- Make a plan. It doesn’t have to be flash but you do need to note down who your audiences are in different groups (staff, customers, stakeholders, etc), what you need them to know, how you can get your messages to them and how often they need updates – this will keep you on track in a busy time and ensure you are timely and consistent with what you send out.
- Think about what each different group needs to know and make a list, because your messages may be slightly different for each one. Staff will need to know what’s expected of them, where they can get advice or support, or how to manage working from home if that’s appropriate. Customers will need to know if your operating hours are affected and how they still access your services. All your groups will need reassurance that you are managing the risk.
- Show people that you understand their fears – people are suffering a lot of anxiety and it’s important that they know you are there for them, whichever group they fall into. We are all having to think outside the box right now, so be clear if you have changed your processes to ensure people can stay healthy and safe.
- Be clear and to the point – we are all receiving a lot of information at the moment, and it’s easy to add to the sense of overwhelm by sending too much.
- Monitor what you need to say – the Government is now providing daily briefings because the facts and advice can change very quickly, so you need to keep abreast of your own situation and keep people informed of changes too. If you shut your business or cancel services or events, where else can people get support, what are your plans for the coming weeks?
- Be honest, be open, and be consistent!
Remember that we are all human and all doing our best, so just take it day by day. The important thing is that you do keep communicating with people, even if you don’t have all the answers, and remember that you can ask for help too! If you feel unsure of what to say and need any advice or support in planning and preparing your messages, I am happy to help.
Stay safe, stay healthy and keep talking!
