What wedded bliss and internal communications have in common

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by Belinda Toward

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March 12, 2020

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Corporate Communications

Back in January Apollo Communications predicted that 2020 would be all about businesses showing they care.

We knew this would be important to customers, but what has emerged, even more strongly in recent months, is how companies are communicating with their employees.

For many years, companies have leaned on the goodwill of their teams, seeping into their lives outside business hours thanks to smart phones. In 2020, the tide has turned, with employees needing the support of their employers more than ever.

It has been a disaster-ridden year – from fire, to drought, the rapid emergence of Coronavirus, recent talk of a recession – and we’re still in Q1.

Australian workers are on shaky ground, not knowing what will hit next, or to what extent. The toilet paper stampede is indicative of Australians needing a little security.

For businesses, these nation-wide challenges not only test policies and procedures, but internal communications to keep their staff motivated and engaged.

The companies that truly understand the value of internal communications in testing times, and recognise their role as a safety net, will come out on top.

Internal communications is not just a matter of ticking a box, it’s a way for businesses to show their teams that they value their role in a successful and sustainable business.

You know the saying ‘Happy wife, happy life’? The same applies with employees. Show that you genuinely care about them, and its happy days. Greater morale, satisfaction, loyalty and retention will follow.

During fire season, this meant paid leave for volunteer firefighters, volunteer days for staff wanting to support local communities, being flexible with staff needing to tend to their own properties, and providing support to those who suffered loss or trauma.

As Coronavirus continues to escalate, staff need to know what their health and safety policies are, they need to receive updates on cases and generally know that you have their back.

However, the key is not just to have the policies, but to make sure everyone knows about them and knows who to talk to if they have questions or need support.

Clayton Utz nailed their fast communication of an employee exposed to Coronavirus and subsequent work from home instructions. An honourable mention goes to the Clayton Utz CEO who was informed while at the airport and cancelled his well-earned holiday to be in the office showing face, making sure it was in hand and everyone was assured. He chose not to go to Hawaii during an unfolding crisis… We often think about corporate reputation in terms of how they are perceived by external stakeholders, but employees are the heart of business and if we can achieve excellence in internal communications, they will be our best ambassadors.

So, in showing you care in 2020, think beyond demonstrating your values to customers and give equal attention to your people.

Here are three tips for you to guide your internal communications during challenging times:

1. Timing is everything – communicate early and regularly. This will help stamp out rumours and misinformation that can heighten anxiety.

2. Be clear – stick to the facts. You don’t need to have all the answers, you just need to share what you know so far. That will stop people believing you are withholding information from them.

3. Stay calm – be the lighthouse, not the storm.