Words For Hire

Communicating in a Crisis

Karen Swim — Wed, 17 Apr 2013 16:05:56 +0000

The tragic events of April 15, 2013 at the Boston Marathon will forever be embedded in our memory. As we struggled to process the senseless tragedy, we also faced the reality of doing business in a real time world.

To keep up with the demand for content generation, many businesses use scheduling services. In normal times, these tools allow us to maximize productivity and efficiently use our resources. However, the afternoon of April 15 was not normal and “business as usual” status updates on social media networks were quickly called out by fans and followers.

Communication failures were in abundance as automated posts, tweets, newsletters and updates quickly became ill-timed and insensitive. While fans and followers knew that the updates were pre-scheduled, they held little tolerance for not taking action to stop them.

While many business owners have crisis communication plans in place, few have a policy for handling communications when the crisis is external to their business. Whether you have a team of one or 100, a documented policy can help you avoid social media backlash when events beyond your control interrupt regularly scheduled programming. Below are 7 tips that can help you protect your brand during and after a crisis.

Know where and how your content is published. This may seem obvious but today we may employ a bevy of content management services. In a crisis we may overlook things that are on autopilot such as services like paper.li or automatic feed services such as Twitterfeed. Having a checklist will help you or a designated representative quickly take action when needed.
Stay in touch. In order to respond to a crisis you have to know that it is happening. Set up alerts on your mobile devices or email services so that you are in the loop in the event of breaking news. This can be as simple as allowing push notifications from a news app or subscribing to breaking news alerts from a media channel.
Have a plan. Whether you run a solo business or large enterprise, it is important to have a documented policy for handling communications during and post-crisis. Solo and small businesses can tap virtual admins or outsourced vendors to help manage the process.

Evaluate your services. In search of that one service that does it all, many of us are guilty of using multiple services to accomplish our goals. I personally use multiple services to distribute social communications. I balance programmed messages with real time sharing. When you need to bulk pause programming however, simplicity can make you rethink your strategy. For example, bufferapp made it easy to simply pause an entire day with one click, while other services required editing individual messages one by one. Review the services you use with an eye on not only how they work day to day but how they will serve you in the event of a crisis.
Take a pause. During a crisis, interrupt your regular programming. Pause automated posts, updates and e-communications. You do not want to risk the backlash of your audience during a time when emotions and awareness are running high. It is far better to adjust your scheduling and assess when it is appropriate to resume normal communications.

Acknowledge. When a major event happens like the Boston Marathon bombing, a simple acknowledgement shows that you are human. If you continue to participate in the conversation surrounding the tragedy, be careful to offer relevant information. For example, if you are a child psychologist it would be appropriate and helpful to share information on how to talk to your children about the tragedy. Remember, however, that it is not the time to be self-promotional, offer help if you can and if not don’t be afraid to acknowledge the tragedy and go dark.

Do a post-crisis review. Before resuming your normal communication review your message and language carefully. A tragedy has a way of changing the way we receive certain words and phrases. Make sure that your messaging aligns with the new reality. In the hours and even days following a crisis, monitor your audience. Have they resumed normal communications? Your audience will tell you when it is okay to go back to business as usual.

Bonus Tip: There is never an appropriate time for an off topic, irrelevant or plain insensitive pitch or communication. Resist the urge to use tragedy to pimp your irrelevant messaging.

Do you have any tips to add to the list? Feel free to share them in the comments!

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Getting the Most Out of Learning Opportunities with #Workhacks

Karen Swim — Thu, 28 Feb 2013 19:24:13 +0000

Raise your hand if you have ever had conference brain? After a conference you are brimming with ideas and have a long list of things that you want to try, implement or learn more about. I don’t know about you but I often come down from the conference high, and land back in the real world with deadlines to manage, campaigns to organize and clients to please. I may get to one or two things on the list but far too often that list become one more of my kids with no shoes.

Overwhelmed (Photo credit: Walt Stoneburner)

Last week I attended the first ever Solo PR Pro Summit. It was an amazing event with a great lineup of speakers. The information shared was too valuable to languish in the “land of knowledge never applied” so I decided to try a different approach.

Post conference I started my day off with the #workhacks idea presented by Sarah Evans. As someone who was a Six Sigma trainer I truly appreciate efficiency improvements that are repeatable and help you reproduce the same high quality results in less time. The idea of #workhacks is to get more done in less time by strategically automating tasks and centralizing workflow to one hub.

My first workhack was to set up an account with Tracky which would function as my centralized hub for projects, ideas and status updates. Tracky will take time to really use effectively but is one of those hacks that has immediate payoff.

I cannot possibly implement everything I learned at the summit so made a prioritized list of tips that I could begin hacking away at over the next several months. I used Tracky to set up tips as tracks with links to the accompanying presentations and other resources that will help me work my way through putting insight into action. I can track my progress, and break up larger tasks into milestones. I can also add people to each track. This allows me to add subcontractors, subject matter experts or accountability partners to each specific project.

By using a project management approach, I am treating myself like a client (thanks to Heather Whaling for the reminder on this one) with a commitment to work on and not just in my business. The bonus is that I also have a personal development plan for the year to keep me growing, learning and becoming an even greater resource for clients.

How about you, do you have workhacks that help you to be more productive?

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Yahoo! CEO Ignites Debate on #Remote Work

Karen Swim — Wed, 27 Feb 2013 15:48:16 +0000

Yahoo! CEO, Marissa Mayer has ordered permanent work-at-home employees to "get thee to the office." The move has garnered attention and ignited debate about the merits of this decision.