Ten Tips to communicate during the Covid-19 crisis

1.     Remember it’s a marathon, not a sprint. Everyone is adapting to change and uncertainty at a different pace. 

2.     There will be a clamour for certainty and clarity – you are likely to get lots of questions and you may not know the answers. Be honest if you don’t know and do all you can to find out.

3.     Understand context.

·        Acknowledge the situation

·        Listen – use research if necessary

·        Ask how people are feeling and what they want/need to know

·        Review all communications – website, social media, customer and employee communications and events.  Is the wording still appropriate and grounded in reality?

4.     Communicate what you can, as fully as you can, when you can.

·        Be transparent and honest

·        Deliver answers as soon as you have them – including bad news

·        Where possible communicate messages at the same time to everyone – avoid rumour and speculation

·        Be visible

·        Find additional opportunities to keep communication lines open – ask for permission to check-in a bit more often

5.     Keep team and audiences engaged and where possible face-to-face – even if tech-enabled - or by phone rather than email:

·        Keep social discussions and relationships going - digital pub nights or quizzes

·        Adapt communications to context and what’s needed (driven by audiences)

6.     Monitor traditional and social media to ensure your organisation is not misrepresented and take the opportunity to promote positive stories

7.     Don’t expect normal 9-5 working hours given the remote working arrangements. Ensure people feel supported to flex their hours. What’sApp social groups and video calls can help team members feel more connected.

8.      Understand that others are under significant pressure - try to find that extra reserve of patience.  But look after your own mental and physical health too. 

9.     Remember this will pass.  Where possible, start thinking about how we emerge from this and what your team might do differently on the other side. Likely to be a ‘new normal ‘particularly in relation to flexible/remote working.

10.  Share positive stories. There are lots of examples of caring community spirit - from hashtags such as #clapforcarers to 3D-printed PPE. These stories have a broad appeal and make everyone feel better.

Team Perceptive are staying in touch via regular video calls