Under pressure – testing the value of healthy internal communication

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Covid 19, Crisis communication, Internal Communication

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Covid-19 is now viral – in every sense of the word. New Zealand announced its first confirmed case today, with officials stressing that it was always a case ‘of not if, but when’. Most country outbreaks are, for the time being at least, as contained as they can be but we all know how easy it is to catch a cold and, as Covid-19 is the same family as the ‘common cold’ I have no doubt that in the coming weeks we will all be aware of someone with the illness (if not ourselves).

Miscommunication has been rife for weeks now and has resulted in some very nasty racist attacks and displays of xenophobia. Social media is pumped up with rumour and counter-rumour and economic fall-out is beginning to occur. So what role for practitioners in all of this? Quite a significant one of course but perhaps one of the most valuable and potentially overlooked roles in this type of situation is that of the internal communication professional. 

Organisations of all types will face many challenges in the coming weeks and months. Inevitably supply chains will be disrupted and customers numbers will diminish but the greatest challenge will be staying in business or continuing to provide service as staff either fall ill, self-isolate or have to remain home as carers. Internal communicators should have already prepared their crisis plan in conjunction with their HR and leadership teams and have a programme underway – if not, now is the hour.

Clear, factual and consistent communication will help organisations maintain some form of business continuity. Internal communications professionals need to help their colleagues understand how everyone will work together to manage staff shortages, remote working, public-facing service delivery, wellness and hygiene as well as situation updates as case numbers rise and more people become unwell. However, where the real value will be evident is in those workplaces where internal communicators have been active already, successfully building strong internal relationships in workplaces that give priority to the employee experience.

In those instances, the crisis communication plan will be particularly effective because the fundamentals of trust, commitment and loyalty between the organisation and its employees will already be in place.Hopefully, the organisations out there who prioritise and value their employee relationships outnumber those that don’t – and those are the workplaces and organisations where the value of internal communications will be visible to all.

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