Communication. This all-encompassing concept becomes even more important when crises arise. But how do you proceed correctly? Here are some rules of thumb.
1. Preparation
It is not always possible to be well prepared in times of crisis. Often, as an employer, you are taken by surprise. Therefore, as far as possible, try to act quickly and draw up the right communication framework with the main stakeholders. A 'crisis communication plan' often seems like an unnecessary luxury but proves its importance all the more when a crisis occurs. Take away: never act like a headless chicken. It is better to be a fraction later and correct than to be too quick and not entirely conclusive or correct.
2. Communicate! Nobody is waiting for a 'no comment.'
Communicate! And do it in a substantiated way. Make sure there is a clear line in your communication, and don't try to create unrest. Show that you have the situation under control and maintain transparent and open communication.
3. Inside out. Good internal communication is half the battle. And above all, uniform across the board.
Communicating starts with informing your staff and stakeholders. Make sure they know about the measures. It is a pain when employees have to learn the latest news through the press. Make sure everyone knows in time what is going on. Only then can they react uniformly and not spread 'fake news.'
4. Communication is a balance between speed and correctness. Uniformity
The balance between speed, correctness, and uniformity is crucial in times of crisis and uncertainty. Don't wait, but dare to take the initiative. Call all those responsible together and define a communication framework. In this way, you ensure that your communication remains uniform and correct.
How can I proceed as an employer/organization?
As an employer or organization, you often have to provide various large groups with correct communication. SMS is the perfect channel for this. Mainly because of the speed, accessibility, and interactivity of the medium. On top of that, it is a cheap way to send many messages into the world in a short period of time. The biggest advantage of texting is that it is accessible to all walks of life and can count on huge open ratios.
The assets:
- Huge open ratios.
- Accessible
- Bulk applications
- With response capabilities
- Cheap and fast
- Personal
- Reliable
Template messages:
Store environment
- Internal:
Day [Name].
At the coronavirus meeting, stricter safety measures were announced for the well-being of staff.
Avoid unnecessary contact
Encourage electronic payment
Increased hygiene measures
Alcohol hand gels
Feeling unwell?
Stay home and pass by your doctor.
I will keep you posted on further developments.
- External:
Hello [Name].
Due to the issues surrounding the Coronavirus, we are forced to close the stores. We can no longer guarantee the safety of our staff and visitors.
We will keep you informed about further developments.
See you soon
Schools
- Internal:
Hello [Name]
At the meeting regarding the coronavirus, stricter security measures were announced to ensure staff and students' safety.
Avoid unnecessary contact
Increased (hand) hygiene measures
Alcoholic hand gels
Feeling unwell?
Stay home and see your doctor.
Drink plenty of water
As soon as we have info on it, you'll be the first to hear.
- External:
Hello student, parent
Due to the government's tightening measures, [The School] will be closed for 3 weeks. The safety of the students, teachers, and the environment can no longer be guaranteed.
As soon as more info is available, we will let you know.
Regards
Interim
Hello [NAME].
The tightened measures are causing ambiguity at the employment level.
If you have any questions, you can reach us at the following telephone number: 123 456 789 or by replying to this text message.
Regards
Interim team.
Hospitality
Hello [Name].
Due to the problems with the Coronavirus, we are forced to close [The Restaurant].
We can no longer guarantee the safety of our staff and visitors.
Hopefully, see you soon.
Municipalities
Dear Citizen, [NAME]
Through this official message from the [Municipality/City], we would like to let you know that all information about the coronavirus's measures can be found on our website.
Website, www.jouworganisatie.be]
As soon as we have more information, we will let you know.
Kind regards
Efficient Crisis Communication via SMS in lockdown
