Time to Revamp Your Crisis Communication Plan
COVID-19 presented a new kind of crisis that few businesses could anticipate in their crisis communication plan. As businesses suddenly shut down, they scrambled to figure out what to communicate and how. Soon, customers were flooded with emails from all kinds of businesses about how they were handling the pandemic. These heartfelt emails were well-intended but quickly became annoying. As businesses begin to reopen, they are challenged with providing consistent, relevant communications. They need to address customers’ current concerns as well as plan for longer-term impacts that aren’t yet known. Many of the communications sent over the last few months...