Pointed reminders of the value of good communication

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Communication, Crisis communication, Society, Trust

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I had my second COVID19 vaccination today and felt very grateful to be in a place where I could end the day fully vaccinated. The pace of vaccination has quickened since we went into lockdowns of varying levels last month and no doubt it will continue to increase in the coming weeks.

Surprisingly – or maybe not surprisingly – there is still great resistance to this vaccine in certain pockets of society. Much of that resistance is fuelled by misinformation – or outright disinformation – which is where the value of good communication cannot be underestimated. Trust underpins relationships and good communication helps to build that trust. When those determined to undermine the safety of others for their own gain are amplified it becomes much harder for the truth to wriggle into people’s ears. Government communications here in New Zealand have weakened considerably during this particular phase of the pandemic – messages are mixed, often contradictory and frequently hushed beneath the clamour of those shouting down and undermining the benefits of preventative medicine. When strategies wobble, communication lines begin to fray and, as it stands today, the fraying line is approaching maximum tension.

From the start, leaders took a health-first approach and, in doing so, saved thousands of lives. As the pandemic wears on, the strategy is beginning to wear thin which is very sad to see as a change at this point will, undoubtedly, have serious consequences. Firm up the strategy, explain why it works and communicate not by ‘rote’ and ‘message’ but by developing a genuine connection with people, addressing the doubts, fears and emotions. Hard to do when crisis communication has been the norm for almost two years (that’s not counting the White Island tragedy or the Christchurch Terror Attack) and most of the team are exhausted. In the face of all the naysayers, everyone should be reminded that we have lost 28 lives to COVID here, we can still count the cases and track most of them to source. All the other countries now being referred to as ‘moving out of COVID’ or easing restrictions are still counting tens of thousands of cases a day and hundreds – if not thousands – of daily deaths. Best advice – stick to the health-first strategy, recharge the team, swap them out for other communicators, tune in to communities rather than mainstream media, and develop a response based on listening to the reluctant, the frightened and the supporters that will overcome the anti-vax noise.​Photo by Mufid Majnun on Unsplash