As businesses and brands work to navigate the waters of the novel coronavirus (COVID-19), having clear communication and a crisis management plan is the essential first step in building a Response Plan. Here are some steps that every business can take at this time:
1. Create a Plan
Establish a team of employees specifically assigned to crisis management. When creating a communications plan, it’s better to over-communicate than risk leaving questions unanswered.
Remember, the situation is constantly changing. Make sure any information you share is recent and verified. Check with the Center for Disease Control and Prevention (CDC) and World Health Organization (WHO) for up-to-date facts and recommendations.
Your audience expects regular updates. Industry leaders are recommending daily communication with stakeholders, employees, and customers.
75% of consumers feel brands should be informing the public about their efforts to combat the situation. Maintaining a positive brand relationship with your audience means communicating the steps your brand is taking to respond to the situation, not sitting it out as a passive observer.
Amidst this crisis and uncertainty, consumers have been closely watching how brands are reacting to this crisis. 78% of consumers are urging companies to take care of employees’ health and 62% want employers to implement flexible working arrangements for their employees.
Communicate with your audience how you are helping your staff and your business during this time. Not only does this help avoid the backlash Amazon has seen recently, it reassures stakeholders that you are taking appropriate measures to mitigate the virus’s impact on the productivity of your workforce.