How do you ensure consistency and clarity of messages across different internal communication channels?

2 Choose your communication channels

Choosing the most suitable communication channels for delivering your key messages is the next step. Depending on the urgency and scope of the crisis, you may need to use multiple channels to reach your employees. Email is a widely used and accessible channel that allows you to send detailed and formal messages, but it can be overloaded and ignored, so it should be used sparingly and only for important updates. Intranet is a secure and centralized platform that allows you to post and update information, documents, and resources related to the crisis, as well as collect feedback and questions from your employees; however, it requires internet access and may not be available to all your staff. Phone is a fast and personal channel that allows you to communicate with your employees in real time, but phone calls can be disruptive and time-consuming, and text messages can be limited and informal. Video is a visual and engaging channel that allows you to show your employees your presence and empathy, but it requires high bandwidth and technical skills, and may not be suitable for confidential or sensitive topics. Social media is a popular and interactive channel that allows you to connect and communicate with your employees on a more informal and personal level, but it can also be noisy and distracting, and may expose your organization to external scrutiny or criticism.

3 Coordinate your communication efforts

Coordinating communication efforts across different channels is the final step in crisis communication. To ensure consistency and clarity of messages, a clear and consistent plan should be established for who, what, when, where, and how to communicate with employees. Designating a team or person to manage and oversee communication channels is also essential. To ensure success, creating a communication calendar, using a communication matrix, and establishing a feedback loop are all best practices. A communication calendar helps avoid duplication, confusion, or overload of messages, while a communication matrix helps align communication strategy with organizational goals. A feedback loop allows for collecting and analyzing feedback from employees, and adjusting communication accordingly. By following these steps, trust and engagement with employees can be built.