Good communication can be the difference between success and failure. C2 Strategic and Building Kentucky developed this collection of crisis communications tips and guides to manage your internal and external communications practices. These are applicable now as we see the spread of novel coronavirus (COVID-19) and in any health, safety or weather-related emergency.
In time of crisis, it is vital to maintain clear, accurate and timely communications.
Fear, ignorance and misinformation are the fires that good communicators prevent or quickly extinguish. C2 Strategic Communications works with clients and its staff to follow a few constants of good communications.
1. Be truthful. Accurate and honest communication is key. The public’s trust and the trust of your employees should always be a top priority.
2. Be consistent. Ensure everyone is on the same page delivering a cohesive message across all internal and external platforms. This includes developing clear policies to maintain the spread of misinformation.
3. Be receptive. Two-way communication ensures that not only are you sharing important information with your staff, clients and families, but they can also share information back to you. Keep an open mind and create multiple ways to distribute and receive information.
4. Be flexible. Don’t take ‘normal’ for granted. Think of ‘what if’ scenarios and share proactive plans for solving problems. Be able to shift and adapt processes, priorities and timelines as situations change.
5. Be prepared. Take all precautions recommended by experts to ensure your own personal safety and the safety of those around you. Think ahead to things you can do to be ready should situations change.
Crisis Communications Guide
— Rachel Nix, C2 Strategic Communications