How to Stay Engaged with Your Audiences During a Crisis

How to Stay Engaged with Your Employees and Clients During the Coronavirus Pandemic_title slide

Struggling with how to stay engaged with your employees and clients during this unsettling time? Keep these tips in mind while creating your communications.

Employee Engagement Tips During a Crisis

How to Stay Engaged with Your Employees During a Crisis

First, reassure your employees regarding their pay. During a crisis, consistent income is vital to helping people stay calm and positive. If there are any changes, be transparent and communicate them as soon as possible. While everyone is frazzled, try not to make a knee-jerk reaction to a crisis. Can you implement smaller changes now to avoid laying someone off? Try to protect your employees’ pay as long as possible.

Along these lines, be transparent with your employees about the current state of your business. Don’t paint a rosy picture if you’re struggling or the crisis is impacting your operations. Your employees are adults, so they want you to be straight with them. Remember, you’re a team and you’re all in this situation together.

If your operations have been impacted, set expectations for your new reality but offer flexibility. Change scares people, so try to work with employees while you’re implementing new procedures and workflows. Are your employees working from home for the first time? Help them feel comfortable in their new environment, so they can be productive and contribute to the business.

Employees need to believe that their organization is able to handle the crisis. Here are some tips to make that happen: How to lead in times of crisis | Fast Company

 

While you’re adjusting to your new normal, communicate changes and updates to your team so everyone’s on the same page. However, let your employees do their job. It’s easy to over-communicate during stressful times, but bombarding your staff with emails ultimately won’t solve anything. It can actually hurt your operations and make your team less productive.

In addition to communicating changes and updates, help your employees through this unsettling time however you can. Change can be hard, so reach out to your team and offer your help to navigate their new reality. Whether it’s tech support or upgrades while working from home or sending a care package to show your appreciation, remind your employees that you’ll get through this challenging time together.

One way that you may be able to streamline your operations and help your staff work through changes is to utilize cloud-based collaboration tools, such as Trello or Basecamp. Find a solution that fits your needs, so your team can work together wherever they may be. Video calls and Google Hangouts can also facilitate connection and help your employees work together on projects.

Finally, encourage your team to take care of themselves during this stressful time, including their physical, mental and emotional health. They’ll be much more productive if they’re in sound mind, body and spirit, so do what you can to assist them with their efforts—especially during a crisis when people are stressed out.

Whether you surprise and delight staff members with a delivery to their home or give them a day off, show them that you care about them as people and how they’re coping with the crisis. Besides being the right thing to do, it will help cement employee loyalty when things return to normal (or your new normal).

Client Engagement & MarketingTips During a Crisis

How to Stay Engaged with Your Clients During a Crisis

A crisis hits—your company, your industry or the world. Should you continue to engage with your clients? Yes, and here’s how.

First, communicate any changes or updates that affect your clients. You don’t need to email them every day or every time you update a workflow unless it specifically affects them. While your clients will appreciate your transparency during this tough time, they won’t appreciate spam at any time.

If a crisis has affected your community, country or the world (like the novel coronavirus), respect that your customers may be working from home with different availability and preferences, especially communication. While they may have been happy to jump on a call before, now they may prefer an email or message on Facebook. A Zoom call may need to be scheduled, so your customers can ensure their children are entertained or dogs are in another room. Listen to your customer’s current needs, so you can continue to deliver an impressive customer experience.

You can remain in touch by offering relevant, valuable resources, tools and tips based on what you do. Don’t feel the need to provide a play-by-play update of what’s happening. Stick with providing information your customers can use during the crisis. For example, during the coronavirus pandemic, a lot of people are working from home—many for the first time. Are you a veteran at working from home? Share tips to help your customers new to this environment adjust and feel more comfortable. Remind your customers that we’ll get through this unsettling time together.

Good Communication Can Save Your Brand During Quarantine | Entrepreneur

Should you still market your products and services? Yes, as long as they are relevant and you use good taste. Don’t joke about a crisis, or try to take advantage of people during a time of need. (You should never try to take advantage of people, but it’s an especially bad idea during a time of crisis.) Any short-term gain is more than offset by the long-term fallout. Base your marketing efforts on what your customers (or prospects) are asking for during this time.

Finally, make sure your tone is empathetic and appropriate. When people are scared or hurting, they’re less likely to think jokes are funny or appreciate your sarcasm. Let your customers know that you’re ready to support them through this crisis however you can. And by however you can, insert actual ways you’re supporting them that make sense for your business. If you’re in a position to host a fundraiser for your community, put one together. If you can donate goods or services, do it. If you can stay open to serve your community or audience, do that. Remember to review all communications, including scheduled content, to make sure it’s appropriate during a crisis.

Client Communication Tips During a Crisis

We hope these tips help you navigate the uncertain times we find ourselves in or a future crisis. Want to download our tips in a single presentation?

How to Stay Engaged with Your Employees and Clients During a Crisis

Still unsure? We’re here to help with all of your employee and client engagement needs. Contact us to discuss your needs, or leave your questions or additional tips in the comments. We hope you’re staying safe and following the guidelines issued in your area. Remember, we’re all in this together.

Your Communications Captain,
Jaime

Let’s chat (about your communications, your marketing needs or work from home tips):

 

 

The Punch (and Tweet) Heard Round The World

With the release of a grainy security camera video yesterday, TMZ made a mockery of the Baltimore Ravens, the Atlantic County prosecutor and the NFL. As if the domestic violence incident wasn’t bad enough, the attempted cover-up, or whitewashing of the facts in the case, is a slap in the face to women everywhere.

The numbers are staggering1 in 3 U.S. women have experienced physical violence, rape and/or stalking by an intimate partner at some point in their lifetime. 81% of women who experienced intimate partner violence (IPV) reported at least one health-related or other impact. $8.3 billion. That’s the cost of IPV in medical, mental health services and lost productivity costs alone each year.*

Unfortunately, these numbers are also impressive and far more important in some circles. Ray Rice’s jersey ranked #28 in the entire NFL in the last fiscal year. The running back has rushed for more than 1,000 yards in 4 out of the past 5 seasons, and he was enjoying a 5 year / $35 million contract, including $22 million in guaranteed money before being released yesterday. In other words, he’s a superstar.

Whether the NFL or any other party had seen the latest video is irrelevant. They knew the facts of what happened on that awful night, and according to TMZ, they never requested the security video from the hotel/casino. (Yes, I just referenced TMZ as a news resource. Unfortunately, they seem to be the most reputable source in this debacle.) What kind of investigation did the NFL — or the Atlantic County prosecution — conduct?

What really amazes me is the Baltimore Ravens’ response. The team held a press conference seemingly to minimize the seriousness of the situation and let the whole world know that Janay Rice was at least partially to blame. The following tweet has since been deleted from the Ravens’ official Twitter account.

Baltimore Ravens tweet

Screenshot courtesy of Mediaite.com

Remember, you can never truly delete a tweet or post. It lives forever somewhere online and could serve to pop up at the most inopportune time. Think before you tweet, especially from an official brand account.

Shortly following the release of the most recent video, the Baltimore Ravens released Ray Rice, and the NFL indefinitely suspended him, which are far more appropriate actions than the initial discipline — a 2 game suspension. Two games for punching a person in the face, knocking her head against an elevator so hard that she was rendered unconscious, dragging her out of the elevator and through the lobby like a bag of trash (while still unconscious) and spitting on her. Yet a player who tests positive for marijuana can be suspended for the whole year. What kind of image does that send?

The only good news that has come out of the backlash generated by this disturbing situation is the NFL’s much tougher stance on domestic violence. A first offense receives a 6-game suspension without pay, and a second offense is punished with a lifetime ban. The policy applies to all NFL personnel, including executives and coaches, but there is a caveat that allows multiple time offenders to apply for reinstatement after one year. Is it tough enough or overboard?

How far will the fallout of this incident and cover-up reach? The Baltimore Ravens’ front office? NFL commissioner Roger Goodell? The Atlantic County prosecutor’s office? Who knew what when? Why was Ray Rice given such a light punishment — by the league and legally — before this video leaked?

“[Roger Goodell’s] push to increase NFL punishment of domestic abusers to roughly one-third that of repeat pot smokers, his decision today to suspend Rice indefinitely after the Ravens had fired him are elements of classic tragedy wherein the right thing is finally done only after it is too late to matter. Roger Goodell’s existence, who he is, what he has turned the NFL Commissioner’s office into is now symbolized by Ray Rice’s brutal left hand striking Janay Palmer, and striking her again. Mr. Goodell is an enabler of men who beat women. His position within the National Football League is no longer tenable.”  –Keith Olbermann, ESPN talk show host

My only hope is that someone, or multiple women out there, who are suffering from domestic violence will see the ugliness of this incident and make the choice to get help for their own situation. It’s so easy to blame the victim in domestic violence situations, but women stay in abusive relationships for a number of reasons. If you want to hear from real women on why they stayed, just browse the #WhyIStayed hashtag on Twitter. Thank you to everyone who continues to share their stories and encourage others to get help.

If you or anyone you know is suffering from domestic violence abuse, please call 1.800.799.7233 or visit a local shelter. Don’t become another statistic. You’re worth so much more.

Sadly, I agree.

A disappointed NFL fan,
Jaime

*Intimate Partner Violence (IPV) statistics courtesy of the Centers for Disease Control and Prevention

Happy Mother’s Day, Mom. Love, Google

Brands have been creating content, offering special promotions and attaching themselves to seemingly non-related holidays for years. But for Mother’s Day 2013, Google nailed it.

Here’s to the Moms

The worldwide search giant did what it does best — connected you to the information you need. A special landing page offers:

  • a video celebrating moms created from user videos showing touching mom moments from their own lives (YouTube)
  • last minute gift ideas (Google Shopping) & deals (Google Offers)
  • a way to hang out with Mom on Mother’s Day no matter where you are (Google+ Hangouts)
  • a quick way to send flowers (Google Maps)

In one swoop, Google managed to create goodwill with its customers, positive PR for itself and help its users celebrate Mother’s Day with ease. You go, Google, and thanks for putting the world — and our loved ones — at our fingertips.

Weigh in!

What do you think of Google’s landing page? Have you used it?

How are you celebrating Mother’s Day this year?

What other successful examples of brands associating themselves with holidays have you seen?

Here’s to the Moms,
Jaime

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