Guest column

Houston entrepreneur shares communication tips for today's coronavirus environment

When faced with a crisis, it's essential to deliver clear, authentic messages to your target audiences. Getty Images

The reality for business owners is that everything you say matters; your words are reverberated and felt throughout the company and all of your stakeholders.

During times of crisis, your voice is amplified to the max, and people listen to every word you have to say, which is why — if not completely thought-through — your voice can breed misinformation, confusion and stress. As we face the increasing uncertainty in our community due to the spread of COVID-19, it's critical for business owners to say the right things, to the right people, that will inform and motivate, and use their presence and organization to be leaders within the community.

Practicing what we preach, we understand that as communication experts, it is our mission and responsibility during this time to help our local business community. We are putting our money where our mouth is and for the last week have been offering free communication and marketing consultation to any business in need.

So, what is top of mind to our team right now, as we work with these businesses? Besides following recommendations from the U.S. Center for Disease Control and Prevention to curb the virus's spread, companies should actively be communicating to all stakeholders about the impact COVID-19 is having or could have on operations. Here are a few dos and don'ts to get you started.

Offer valuable tips to prevent the spread of respiratory diseases, but we all know to wash our hands by now.

You have to make sure that you are communicating valuable information with internal and external stakeholders — but through your own authentic voice. Offer suggestions on how to "social distance" or use your service/product remotely.

Internal stakeholders need to understand what's hard facts, what's soft facts (opinions and feelings) and what's just hearsay. They need to understand clear expectations when working from home and employees need to feel safe, accommodated and heard. Externally, be sensitive to what your customers and the community at large are going through and update your business practices and communications accordingly.

Communication with customers can be in an email, but you can also connect through text, through an online chat, via infographics or memes on social media, or an "on-brand" (and possibly witty!) reminder on what social distance may mean.

Don't stay silent — even if you don't know everything.

Don't let others control your company's narrative. As humans, we naturally fill in gaps in communication to understand what's going on around us. Rather than letting people assume information about your business, get in front of the conversation and share real-time updates as you adjust business-as-usual.

Consider alternative ways to reach external audiences and vice versa.

What happens if the majority of your customer acquisition model is door-to-door and no one wants to open the door to a stranger, or you have a centralized call center to handle customer service complaints, but these employees are now all working from home? Now is the time to reconsider how you'll engage with your audiences and win customers.

We recommend a significant shift to digital acquisition as people are going to be spending more and more time online in the coming weeks from home and there is a ripe opportunity to stay top of mind through targeted display campaigns and send interested customers to your website.

Create a proactive plan for shut downs.

Coronavirus is still an emerging, rapidly evolving situation and we have no idea what could happen but create contingency plans and have a crisis comms plan ready to deploy. Think through possible scenarios (closures, supply limitations, employee diagnosis, etc.) and have social media posts, email blasts and internal messaging ready to deploy should worst case scenario occur.

What your business says is just as important as who says it.

A spokesperson is your organization's mouthpiece. Choosing the right person is just as important as saying the right thing. Without the right person to speak on behalf of your organization, your message could be lost — or worse, they choke.

Your spokesperson should be credible, empathetic and authoritative.


Bottom line: When faced with a crisis, it's essential to deliver clear, authentic messages to your target audiences, stay true to your brand voice and position yourself as a leader – both internally and externally. Your company will thank you later.

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Allie Danziger is the founder and president of Houston-based Integrate Agency, which focuses on digital marketing and public relations.

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Building Houston

 
 

After a virtual bootcamp, the TMCx team selected seven startups to move forward in the accelerator. Photo courtesy of TMC

Last year, TMCx, the Texas Medical Center's health tech startup accelerator pivoted to digital programming.

The accelerator revamped its program to allow for an initial Bootcamp stage that would bring in a larger group of startups and then, after the boot camp, the program would move forward with a smaller group through the official acceleration process.

"We hosted 21 companies, representing six countries and 10 states, who each engaged with subject matter experts, clinical leaders, and corporate partners," writes Emily Reiser, senior manager of Innovation Community Engagement at TMC Innovation, in a blog post. "Over half of which ended Bootcamp in advanced discussions with hospitals and/or corporate partners."

Through the bootcamp, TMCx has accepted seven startups into the program. These companies are currently engaged with the TMC community and are receiving support, mentorship, and other opportunities.

Cardiosense

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Chicago-based Cardiosense, a medical device company with heart health tracking technology, is familiar with Houston innovation. The company won sixth place in the 2020 Rice Business Plan Competition, and the TMC's prize at the event.

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Cognetivity Neurosciences, founded in the United Kingdom, is a digital health platform that taps into neuroscience and artificial intelligence to measure cognitive performance of patients in order to more effectively allow for early detection and management of neurodegenerative disorders.

Eleos Health

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Cambridge, Massachusetts-based Eleos Health is focused on helping behavioral health clinicians to optimize their efforts with an all-in-one behavioral health platform. It combines telehealth, measurement-based, and evidence-based care in one holistic solution, and is powered by therapy-specific voice analysis and natural language processing.

Harmonic Bionics

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Harmonic Bionics is one of two Lone Star State companies in the program. The Austin-based robotics startup is working on technology that can help improve upper extremity rehabilitation for patients.

Native Cardio

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Florida-based Native Cardio is tapping into technology to help find a solution to postoperative atrial fibrillation (POAF), which is the most frequent complication after cardiac surgery, occurring in up to 60 percent of patients, according to the company's website. The goal is to help reduce costs, increase accessibility, and improve quality of care.

Progenerative Medical

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Progenerative Medical, based in San Antonio, is working on a clinically-proven reduced pressure therapy to spinal and orthopedic indications to significantly improve clinical outcomes.

RCE Technologies

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Atlanta-based RCE Technologies is an artificial intelligence-enabled medical device company that has created a technology that can detect heart attacks early using non-invasive wearables.

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