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Contents

INTRODUCTION
INTERNAL COMMUNICATION AND PREPARATION
FAQS AND SOUNDBITES
EXTERNAL COMMUNICATION
PROJECT COMMUNICATIONS PLAN
CONTACT

INTRODUCTION



Given the current Coronavirus crisis many organisations are having to think about necessary communications for colleagues, customers, public. This is designed to outline some of the things you might like to think about as part of the communications plan.

Feedback is always welcome


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INTERNAL COMMUNICATION AND PREPARATION



WHAT IS THE SITUATION/SCENARIO?

Describe the situation (what is / has happened) the implications (on product, service, or operations) and the impact ( for people – colleagues, customers, public). We must be really clear on the context and the full detail before the communication.

WHAT HAPPENS BEHIND THE SCENES

Describe the people process and technology and the tasks and actions that need to start, progress or end before we can make the communication. We must be really ready before the communication.

WHAT TO SAY TO LEADERSHIP AND MANAGEMENT

Make sure the leadership and management has a heads-up on communication so that they can offer additional input, advice, or preparation. Moreover, the leadership and management need to be prepared to answer questions from colleagues, customers, public and so giving them a heads-up is critical to clear, concise, consistent communication.

This can easily be done with a short written brief some FAQs and a copy of the Press Release. You might also offer pre-prepared soundbites or statements


WHAT TO SAY TO COLLEAGUES

Make sure the colleagues have a heads-up on communication so that they know the situation and action before they read it in the press or hear it from the public. Moreover colleagues, might need to be prepared to answer questions from friends or family and giving them a heads-up is critical to clear, concise, consistent communication.

This can easily be done with a short written brief some FAQs and a copy of the Press Release

There are no confirmed cases in Jersey, but we are working closely with government, and health in particular in relation to Coronavirus to ensure all the measures we are taking follow recommended guidance.

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FAQS AND SOUNDBITES



WHAT HAPPENED?

Describe the situation (what is / has happened) the implications (on product, service, or operations) and the impact ( for people – colleagues, customers, public). We must be really clear on the context and the full detail which we can share.


HOW DOES THIS EFFECT ME?

For our colleagues this means…..describe the impact
For our customers this means….. describe the impact
For our shareholders this means….. describe the impact
For the public this means….. describe the impact

WHAT IS HAPPENING NOW?

Right now we are… describe SMART actions, who is doing what, when and why so that people know Specific Measurable Attainable Results Timed actions.

WHAT (IF ANYTHING) DO I HAVE TO DO?

We need our colleagues to…..describe the action
We need our customers to ….. describe the action
We need our shareholders to ….. describe the action
We need the public to ….. describe the action

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EXTERNAL COMMUNICATION



THE MEDIA RELEASE

Headline The headline of a media release should summarise the key points but catchy, interesting and strong. It is designed to catch the attention and encourage further reading. Ensure you bold it.

  • ABC Company Limited prepared for Coronavirus

    Lead Start with your town/city (ie St Helier). The lead paragraph is the key part of your media release. It is essential that your lead is punchy and has the story hook. Check that is includes: WHO did it?, WHAT did they do?, WHERE did they do it?, WHEN did they do it?, WHY did they do it?, HOW did they do it?

  • ABC Company Limited have confirmed today that they are working with government, and health in particular, in relation to Coronavirus and measures to safeguard colleagues, customers and keep the business open.

    Body The paragraph under the lead should expand on the lead and be the point where you start telling the story. The body of the media release it is important to prioritise messages from the most important to the least important. Use short sentences and short paragraphs with vigorous, active language. Always write in the third person. Use quotes to make your writing more interesting but remember all assertions opinions must be attributed to a particular person, or the organisation. The media are unable to use newsworthy assertions unless sourced, and they will often call to check on the quotes.

  • ABC Company Limited CEO Brenda Boss confirmed …We have business continuity plans to ensure that our stores remain open and we continue to provide services to our members. We are monitoring the situation closely and following recommended guidance in relation to preventative and precautionary measuring including escalated hygiene routines and contingency measures should there be a local outbreak.

    End The last paragraph is the least important information and can include background information or summarises the essential background information about the organisation, event or person.

  • ABC Company Limited has 2 offices in Jersey and Guernsey

    Always finish the release with –ends- so the journalist knows it has finished.

    End of Release –

    Contact information Add for further media information contact: include a contact name, email, phone number.

    For further information please contact

  • ABC Company Limited CEO Brenda
    ABC Company Limited Website and Phone

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    PROJECT COMMUNICATIONS PLAN



    A typical communications plan for a Project

    The format can easily be adjusted but the principle is know WHAT you will say, WHO you will say it to, WHEN you will say it, HOW you will do that

    What is communicatedHow communicatedWho toWhen
    Project awareness/purpose/benefitsEmail by SponsorSMTOnce at project start up
    Project awareness/purpose/ benefitsEmail by SMT cascaded Departments / sub departmentsOnce at project start up
    Project statusMonthly status report by PMProject Board, Programme OfficeMonthly
    Project statusVerbally, scheduled meets and ad-hoc drop ins by PMProject BoardWeekly / ad hoc
    Project purpose, statusIntranet by PMAnyone who visitsDynamically
    Project purpose, statusPresentations by PMKey stakeholdersAt first daily, later less frequently
    Project purpose, statusOne to one meets / interviews by PMKey stakeholdersProject start up
    Project plansOne to one meetsOther PMsDuring the course of the project
    Project awarenessStanding agenda item on team meetsManagement teamsWhen management team meets occur
    Project awareness/benefitsGeneral evangelising by Project Board membersPeers, colleaguesWhere appropriate
    Project awareness/benefitsPosters on department notice boards by PMEveryoneWeekly / Monthly
    Project awareness/benefitsLunch and learn type drop in sessions by PMAnyone interestedWeekly / Monthly
    Project awareness/benefitsIntranetAll visitors to siteDynamically
    Project awareness/benefitsTeam briefAll readersMonthly
    Business process changesVia workshopsNominated department representatives According to plan
    Project risks/issuesDepending on urgency/significance via email. Urgent risks/issues face to face or via phone. Risks and issues reviewed monthly at PBSponsor or suitable ownerAs they occur
    Scope changeProject change control processProject BoardProject Board meets
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    CONTACT


    If there is one thing coronavirus tells us it is about the impact of sharing!
    If you want help with business continuity planning get in touch.

    Tim HJ Rogers
    Senior Consultant / Project Manager
    Mob 447797762051  Skype timhjrogers Twitter @timhjrogers

    Adapt Consulting Company - Consult, CoCreate, Deliver
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