Any crisis can be disruptive, but the current Coronavirus (COVID-19) pandemic is changing how businesses operate and how we are all living our lives. As everyone navigates these new waters, businesses need to be conscious of how they react to customers during this sensitive time. Here are some suggestions on how to create coronavirus-related communications for your website, email campaigns and social media.
Be Sensitive and Sensible
– as tensions are high right now for everyone, make sure your message does not add to the anxiety. Do not make light of the situation or jokes. If you are not a healthcare profession, refrain from sharing personal opinions or beliefs, rather always reference reliable sources like the
Centers for Disease Control and Prevention (CDC)
.
Communicate, Communicate, Communicate
– while protecting your own family’s health is top priority, communicating with customers should also be top of mind during a crisis. Consider sending email blasts covering these topics:
- Inform of changes in your day-to-day operations or modified business hours
- Clarify if you have any product availability challenges or if your online store is up and running
- Remind customers to buy gift cards that can be redeemed later
Use Social Media
– all these platforms are a great, direct way to stay in touch with your customers. Do not bombard your social followers with constant posts or updates. Instead, share relevant information such as promotions, behind-the-scenes looks at how your business is adapting, and local information to keep your community informed.
