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COVID-19 and The New American Zeitgeist

In Crisis Management, Public Affairs by Digital Strategies

Everything is going to be different, and if your business interacts and communicates with the public, you will return to a brand-new world when the pandemic eases. For most Americans, this is the most severe challenge in their lifetimes, and the country that emerges from these unsettled days will be wildly different in priorities, attitudes and behaviors.  Already, the best of America is emerging in every corner. First responders are just wrapping handkerchiefs around their faces if they run out of masks and putting their own health at risk to defend that of others. Seniors are being led to the front of checkout lines, or staying in their cars and homes while others do their shopping. Where there is fear, there is also compassion. Where …

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Business Crisis Communications in a Time of Coronavirus Anxiety

In Crisis Management, Public Affairs by Digital Strategies

American business is forever changed by the Coronavirus, in ways too numerous to count. As we navigate together through this unexpected crisis, a risk management communications program needs to meet people where they are and be quickly adaptable to change.  While the advice we offer clients is highly personalized for their business and markets, here is some general guidance we use in developing crisis communications strategies: Communications is a 360-degree process; we need messaging that is specific to the concerns of customers/clients, but also to employees, contractors, and vendors. Each has different priorities, but equal importance.  In times of high emotion, your ability to convey competence and reassurance is just as important as the steps you are taking. Organize your messaging facts first.  What have …