The Meltwater News Hub: Covid-19
Social and Editorial Updates
The Coronavirus crisis is currently the biggest story in global media. To help you stay abreast of important updates, we’ve compiled the latest news from official sources, as well as tweets from regularly updated and reputable accounts, (in the real-time news-feed, below). In addition to this, we’re offering useful tips for teams who are now managing crisis communications remotely, further down.
Do you need information from social or editorial news, concrete support in internal and external communication – or an experienced partner for effective crisis management? We’re here to help you navigate the current media landscape and take control.
In the News
On Social Media
6 Steps Towards Effective Crisis Communication
1. Define workflows and responsibilities
Dividing tasks and allocating roles is crucial when organising a response team and forms a strong basis for efficient communication. Consider prioritising the following:
- Crisis assessment: The person in this role is responsible for monitoring and analyzing the current situation. They should have all pertinent information at hand, and consolidate this information to share it with the team at regular intervals. Of course, other team members can contribute, but a crisis assessor is a central point of contact.
- Communications: Designated communicators are tasked with identifying the target audiences and key stakeholders, as well as the relevant channels for communication, while establishing timelines and creating the content that goes out to various parties. Take into account that different stakeholders – both internally (employees vs. C-level) and externally (existing customers or partners vs. the general public) – need varying depths of information. Therefore, the role of the communicator is crucial here.
- Final approval: Determine in advance who will carry out the final approval for any communication created by the team. This role is often taken over by the team leader, but in many cases it makes sense to involve upper management, directly.
2. Stay informed & adapt accordingly
- Use news cycles as a guideline for when to monitor your campaign performance. Whether it’s over the course of a few hours or a few days (depending on the severity and impact of the story), you can identify areas for improvement, educate yourself on new developments and adapt your responses accordingly.
- Centralise key information. During a crisis, you’ll need an overview of new developments, and a way to communicate these to your company, suppliers, your audiences and other stakeholders. Use a collaborative dashboard or comms system for internal flow.
3. Keep internal & external communication balanced
In the event of a crisis, many companies start addressing it with external communications. However, this creates a problem in the sense that your internal staff might not be able to field questions and could be misinformed and even concerned. Your internal communications are just as important as your external ones, to help you ensure you can manage a crisis and deal with it effectively.
The more you equip your staff the easier it will be to collectively address the problem. There are simple ways to achieve this. For example, send out a regular internal newsletter or provide your employees with real-time internal feeds that offer them useful updates and information.
4. Trust the Experts.
As already mentioned, it is helpful to work with news cycles in crisis situations. It is best to commit yourself to some trustworthy sources here, so as not to be hindered by contradicting statements. These sources can include internal channels such as financial data or performance indicators, as well as external channels such as social networks, online media, scientists, political organsations or renowned daily newspapers. Avoid rushing a story or response before checking your sources – otherwise you run the risk of making important decisions based on potentially fake news.
5. Use transparency and create trust
Even if you don’t have a perfect answer, regular and prompt communication is important. Avoid making unclear or vague statements, and promising more than you can deliver on realistically. Respond appropriately and as quickly as you have a valuable answer for your stakeholders. In terms of internal communication, make sure your staff members are aware of important developments and any new changes that might affect them.
6. Learn from the crisis & adjust
Most crises will end sooner or later. And, while it seems like the difficult part is over when they’re “done”, they’re not quite done yet. Crises present us with the opportunity to learn by looking at our responses in retrospect. Review your action plan: What worked? What didn’t? Do you feel sufficiently prepared for another crisis, based on what you observed? Record your impressions and create a related action plan. Then, get buy-in from your team and begin training, where necessary.
If you’d like to learn more about how media intelligence tools can help you stay on top of relevant Covid-19 related updates, or assist your crisis communications strategy, complete the form below and we’ll be in touch as soon as possible.