How can you ensure employees are digitally literate in crisis communication?

Defining your digital channels prior to a crisis is crucial for ensuring seamless communication within your organisation. Identifying the purpose of each channel—be it email for formal announcements, intranet for internal resources, or social media for broader outreach—will aid in efficient dissemination of information. Each platform should have an intended audience and specific communication guidelines regarding tone and frequency, for which training may be necessary. Having these protocols in place ensures that employees know where to seek information and how to share it responsibly.

Knowing the who, what, when, where, how, etc., BEFORE a crisis can be incredibly beneficial and allow you to respond more quickly and in a way that more people will understand. Completing a "If this, then that" process will walk you through the many variables that exist when managing crisis communications. A written plan, shared PRIOR to a crisis, can help employees become engaged and reduce confusion when the crisis arises.

Less is More as Mies van de Rohe said. Why? Because if you are in the middle of a crisis you should only communicate when you have something that is valid and useful, keeping the airwaves 'salad' clear for people to hear what is important..

Many organisations especially in Africa do not have time to set up a crisis communications plan nor even a proper communications department . They most times think PR is just sweet talks on radio or TV; forgetting that there is more to communcations. It can be by setting a full time communications department , a communications plan or strategy and a crisis infrastructure apparatus with the comms Unit. They are more of re-active , fire brigade than pro-active to forsee or devise strategies whenever there are /is issues within the organisation. In a fast -paced and internet savy world, organisations should see the need to empower its employees on digital communications as they are exposed to these technolgies and tools nowadays.

Organizations with large frontline workforces who are not regular tech users also need to be considered in any crisis. There’s always been this myth that employees won’t use their own data to access work information (for example where they don’t have a work phone). If employees trust and value the information you’re sharing, they do not object to using their own devices and data to access information. The important thing is making sure what you’re sharing is relevant to your audience.

Clear communication is essential, frequency less so. Why? Because in a crisis you should only communicate when you have something that people need to hear. Generating too much noise will cause people to disengage and can also risk consistency of message.

Having led crisis communications through COVID-19, I learned that employees want an update even if there is no update. Communicating that there are no changes or updates is just as important to communicating when there are updates or changes. Write simply and don't assume that everyone will hear your message the first time. Repetition matters, especially during a crisis.

Communicating through internal memos , outlook personalized emails , a whatsApp group created by the organisation placed its internal publics to understand the ins and out of their work place , their services , their promos among other things . I have encountered workers working for reputable organisations , and the do not know about their latest product ,yet the person works for the company . Should there been a robust internal communications strategy ,workers are better placed to know what's happening in their working environment. One thing , workers in any organization, are an extension of a company's brand and thus they should be thoroughly aware about the brand they represent wherever they are .

The first ability in any good business is establishing great communication between your mates otherwise miscommunication or lack of communication can cause losses to your business. There are a lot of business experts who say that focusing on communication and connections are two very essential steps in building a business that is successful in the long run. These two are the key components that make an ordinary business extraordinary. Also we have stats on the internet that clearly state business that communicate well and connect well with their employees and their customers are made to grow and evolve better.

Clarity in messaging is the cornerstone of effective communication during a crisis. When structuring messages, employing the inverted pyramid style, with vital information placed upfront, ensures that employees grasp the most critical details immediately. Complex information can be made more digestible through the use of bullet points and lists. Additionally, maintaining message consistency across all digital channels is paramount to prevent confusion. Contradictory information should be avoided at all costs. To further aid understanding, keeping an updated FAQ section on the intranet, complete with answers to common employee queries, provides a valuable resource for employees seeking clarification and guidance during challenging times.

Digital channels offer a unique opportunity to nurture collaboration and engagement within your organization, regardless of geographical constraints. Leveraging these platforms effectively can foster a sense of unity, trust, and openness among your remote or dispersed workforce. Encourage employees to actively participate by sharing their ideas, feedback, and experiences. Recognize and celebrate their contributions to cultivate a culture of appreciation. Additionally, promote knowledge exchange and skill development among your team members, utilizing digital tools to facilitate learning from one another. Embrace the power of digital communication to strengthen your organization's bonds and drive productivity.

Collaboration is vital during a crisis. Collaborate with all those agencies that can help dissolve the crisis or contribute to manage the crisis better. Leverage connections that can help. Engagement of stakeholders is vital during a crisis to ensure your perspective is known to each stakeholder as it will help manage reputation

To enhance digital literacy in crisis communication, promote collaboration and engagement. Real-world examples, like the Red Cross's use of online forums during disasters, show the power of digital channels. Encourage a sense of community and trust through platforms like Microsoft Teams. Embrace feedback and recognize contributions, as seen in Oxfam's internal digital initiatives. Facilitate peer learning and skill development through webinars and knowledge sharing. In summary, fostering a culture of collaboration and engagement on digital platforms is vital for ensuring employee readiness in crisis communication.

Leverage digital channels to: Build Community: Create a sense of belonging and trust. Encourage Sharing: Foster idea exchange, feedback, and recognition. Facilitate Learning: Provide opportunities for skill development. Leverage digital channels not only for crisis communication but also to nurture a thriving, collaborative, and engaged workforce. By building trust, fostering transparency, and facilitating knowledge sharing, organizations can maximize the benefits of these channels, whether employees are working remotely or across different locations. Embrace the digital era to unite and empower your teams, ultimately driving success in even the most challenging times.

All the businesses should make it a point to first check that they have excellent digital communication with their customers and employees. There should be regular updates by the employees no matter if they are working remotely or in the office. Also by having a digital communication channel you have work progress of the employees maintained in a systematic form that allows you to check as and when required on the progress made and hence it becomes easier in giving appreciation and promotions.

Ensure there is clarity and consistency across each of your digital channels to ensure you're delivering a consistent message, regardless of the channel.

Digital channels need to be monitored very closely. Any negative voice on digital or social media needs to be dealt with immediately. However, since digital and social media tend to get viral, ensure the communication is monitored.

To ensure digital literacy in crisis communication, don't overlook monitoring and evaluation. Real-world examples, like the UN's data-driven response to the Syrian crisis, highlight the importance of analytics. Use data to gauge employee engagement and identify improvement areas. Gather feedback for insights, aligning with Médecins Sans Frontières' practice. Regularly update channels to maintain relevance and security, as done by the WHO during evolving crises. In summary, a data-informed approach to monitoring and adapting digital channels is crucial for enhancing employee digital readiness in crisis communication.

Effectively managing digital channels involves continuous monitoring and evaluation. Identify Gaps and Opportunities: Regularly assess your digital channels to uncover gaps, issues, or opportunities for enhancement. Employee Feedback: Actively seek feedback from employees regarding their satisfaction, preferences, and challenges related to digital channels. Regular Review and Updates: Maintain the relevance, reliability, and security of your digital channels through regular reviews and updates. By consistently monitoring, evaluating, and adapting your digital channels, you can ensure that they effectively serve your employees, driving engagement, satisfaction, and ultimately, success in your organization.

During a crisis, it is essential to lead by example. All stakeholders should learn about the progress directly through the company rather than any other source. Keep your employees well informed through internal digital platforms. Build trust and manage the reputation of the brand.

Yes, and one way to demonstrate your digital literacy is by actively engaging in online training and workshops related to crisis communication. This not only showcases your commitment to learning but also provides a tangible example for your employees to follow in their own digital learning journey.

In the digital age, leadership extends beyond traditional roles. Open and Honest Communication: Use digital channels to communicate openly, honestly, and transparently with your employees. Empathy and Compassion: Demonstrate empathy, compassion, and resilience in your digital interactions. Modeling Best Practices: Showcase good practices and behaviors online. Respect privacy, confidentiality, and diversity. Continuous Learning: Exhibit a willingness to learn and adapt to new technologies and situations. By embodying these principles, you not only foster a culture of digital literacy but also inspire your team to follow your lead.

There are still a lot of things that need to be focused on like establishing and updating regularly on all the social media platforms that are the most trending things these days. Also through proper use of social media you can cover a very large audience which you will not be able to cover through other means. One more thing important here: social media helps you have your audience interacting with you which establishes excellent communication.

In addition, consider leveraging gamification to enhance digital literacy in crisis communication. Organizations like Médecins Sans Frontières have used interactive digital games to train staff on crisis response. Gamification can make learning engaging, track progress, and encourage healthy competition among employees. It's a fresh approach to building essential digital skills for crisis communication readiness.

Provide regular training sessions on digital literacy, focusing on essential skills such as using communication tools, navigating social media, and recognizing online threats. Make these sessions interactive and tailored to different skill levels.

I believe that practical and functional skills are important when it comes to being digitally literate. So you need to practice and have hands -on experience in employing digital technologies. Whether it is a mobile phone or a laptop, applying all that you have learnt and practicing it regularly will help you become conversant in using digital technologies.

I would recommend educating leadership on a recurring basis even if there is no direct impact on business. You can never say when the next crisis calls. Monitor spikes in conversations around sensitive subjects and have a point of view – if you have informal distribution lists or a forum, enroll into the group or get the moderator to understand the relevance of internal communication. That also goes for external sites, blogs, alumni networks, social forums among others. This will help you educate and map your messages with what employees are hearing or have heard. Provide your key ‘word of mouth’ influencers and provide them with enough material and messages.