The coronavirusA disease that only a few days ago we saw as something distant and affecting others, has hit us full force and is here, it seems, to stay. For any company, regardless of size and activity, trying to plan around the new virus is a real challenge even for those with the best crisis plans. The situation is dynamic and changing by the minute. And while the main focus now is on reducing the spread of the virus and protecting people's health, especially that of the most vulnerable, there are a range of economic effects that also need to be taken into account.
At the moment, one of the main audiences that companies have to address is their employees and, at this point, it is coordination between the communication teams, the human resources department and the IT area is essential.. If employees feel that they are being informed and reassured, they will be able to understand the role they have to play in this situation and will be more likely to act appropriately.
Before launching into communication, it is a good idea to take the time to think about all the possible questions that may be asked by the different professionals in the organisation. Given the unstable situation, the questions may also change, but many of them can be anticipated. Having a pre-prepared scenario will make it much easier to deal with communications and will help to keep things moving quickly, as well as helping to maintain a climate of calm. It can even be made public and made available to anyone who wishes to consult it. It can also be supplemented with other practical information, such as hand washing, symptoms, how to live with an infected person and what to do if you think you have been infected with the coronavirus. All this content can be collected on the corporate website, on the intranet or even shared on different social networks or sent via Whatsapp. Tools such as video or infographics, as well as other common documents and media, can help. What kind of questions should be part of the Q&A? What happens if a case is confirmed and the affected employee has been at the workplace?What should a person who feels unwell in the workplace do?What should a person who has recently travelled to a risk area do?Should I continue to travel for work?Are there any restrictions on employee travel?What happens if an employee decides to self-isolate?What is the company's policy on organising and/or attending industry events?What about those who cannot come to the workplace because their children's schools have closed?What happens if an employee receives medical leave?Is there special treatment for those with weak immune systems?Is there a possibility of temporary absence from the workplace? Where can up-to-date information be obtained?
In each case, it is necessary to analyse what channels are the most effective or preferred by employees because the one(s) selected must become the official company source of information to respond to the coronavirus: be it email, intranet or a shared document on a server, employees need to know where to go to find correct and up-to-date information. quickly and efficiently. This communication clearly contributes to the staff's peace of mind, as it not only informs them in near real time, but also provides them with continuous orientation and guidance on the next steps.
As for the pace of updatesIn addition, a daily update is recommended and should be supplemented, whenever necessary, with additional information shared in real time. In short, it should be a frequent, consistent and clear communication. Consistency is also recommended. In other words, if we commit ourselves to daily communication, it must be carried out respecting this frequency. If there are no major new developments, we can always resort to remembering the good advice that is being given to the population by international organisations such as the WHO or, in the case of Spain, by the Ministry of Health.
As for the travel and eventsBoth are being affected by limitations and cancellations and, in that sense, policies will differ from one company to another, but in any case this is a great opportunity to try new ways of working, to change our habits and to test the IT department and digital alternatives, maximising the use of available technologies. We must communicate quickly and clearly, and always responsibly, minimising the negative impact of an unprecedented health emergency.
Valvanuz Serna Ruiz
Managing Partner of Proa Comunicación