Houston expert shares 5 tips for brand messaging during a pandemic

guest column

It's important to rethink your startup's messaging during the time of the coronavirus. Getty Images

Brand messaging in a world cowed by a worldwide pandemic poses a set of challenges none of us has ever faced.

The aftermath of Hurricane Harvey provides few guideposts to professional communicators as that tragedy unfolded over several terrible days in August 2017 mostly affecting Southeast Texas. While Harvey was unprecedented in the sheer volume of its onslaught, the COVID-19 pandemic is unprecedented in its global scale and seeming endlessness.

In times of crisis, our natural impulse is to lend a helping hand. With the highly contagious coronavirus spreading and social distancing guidelines in place, lending a literal helping hand is dangerous. In the days and weeks following Hurricane Harvey, Houston's civic leaders, its citizens, and its business community rallied to meet the challenge with positivity, hard work, and good humor. The circumstances today are fundamentally different, and the path forward is uncertain and uncharted.

Attempts to develop a messaging strategy in the face of COVID-19 can be paralyzing.

How do we maintain meaningful connections with our customers and communities when we're being forced apart? How do we keep our businesses vital and active when economic and public health interests are in direct conflict? How do we create normalcy and positivity in the middle of so much suffering? How do we keep our sense of humor and humanity when we need it most?

We're in this for the long haul. Here are a few tips to guide your messaging strategies so your content can do some good.

Fine tune your tone

Tone is everything in a crisis. People are frightened for their personal and economic wellbeing. Messaging under these circumstances is risky, but with a thoughtful approach, you can make a positive impact. Unless you work for a news, civic, or healthcare organization, it's unlikely anyone is looking to you to guide them through the pandemic. If that's your messaging, it'll be jarring and confusing.

Focus on providing distraction, comfort, support, and some sense of normalcy. That doesn't mean your messaging should ignore the realities of the situation, which runs the risk of appearing tone-deaf, opportunistic, or ignorant. We're all affected. Keep that top of mind, acknowledge what's happening in the world, and your messaging tone shouldn't cause you too many problems.

Feed the beast

You may have seen that clip of Welsh seniors playing a life-size version of Hungry, Hungry Hippos on NBC's Today Show. If you haven't, the smile is worth the minute and thirteen seconds of your life. Now, think of social media as the game board, your content as the marbles, and everyone else is a hungry, hungry hippo, except the hippos are hungry day and night and the game will never end.

People are lonely and bored, and instead of counting the dimples in their ceiling plaster, they're on the Internet sharing Tiger King memes. They're looking for connection and a sense of shared community. You have the opportunity to brighten their day. You alone cannot generate enough engaging content to keep the hippos full for long, but that doesn't mean you shouldn't try. Isolation is unhealthy.

Help people keep their marbles by giving them something fun, inspiring or educational to share and experience with others while staying on brand.

Deliver the goods

Thanks to social media, home delivery has taken on new meaning. Bring your brand directly into peoples' homes and create an interactive experience that disrupts the monotony of the "stay at home" order. Miss fajitas? Of course you do. Original Ninfa's on Navigation recently launched a series of YouTube videos called "Ninfa's with your Niños," and they're delightful. The content is on brand, encourages activity, and implicitly acknowledges folks are trapped at home with their kids (note: these were clearly produced before social distancing started). Watching Chef Alex Padilla demonstrate how to make queso flameado in your own kitchen will be the best single minute of your month. That's how to home deliver a brand.

Know your role

If your organization is in a position to help your community, do it in a way that makes sense for your brand, creates a meaningful impact for those suffering, and is simple to communicate. Flattening the curve is a team effort. Big or small, national or local, organizations can do their part to help the effort. If it's a logical extension of what you do normally, it will not look opportunistic because it's not opportunistic. It's a reasonable and human thing to do in the face of tragedy.

For example, local fashion designer Chloe Dao is making washable face masks for healthcare workers and their families. The Ford Motor Company is converting a plant in Michigan to build ventilators. And Houston Astros ace Justin Verlander is donating his paychecks to COVID-19 relief organizations because he's rich and having a filthy curveball isn't helpful right now. Take what you already do and use it to help people.

Your specific contribution is needed. Figure out what that is and encourage everyone else to get on board.

Don't stick out your neck (or anyone else's)

This should go without saying: safety is the starting point for every single messaging decision you make. Whether implicit or explicit, all of your messaging, all of your community investment, and all of your community initiatives must put the safety of your employees, your customers, and your neighbors first.

No one will question why the video message you created in selfie mode is a little rough and wobbly. No reasonable person will question you for wearing a mask or gloves or waving at them from a distance. Being involved carries an unusual amount of personal risk. All of your activities and content creation should factor in the hard realities of a viral pandemic.

Project safety in your words and your actions. Slickly produced content can take a back seat for now. Be safe out there.

In the face of this crisis, every effort to create connection helps. Be careful with your words, thoughtful with your generosity, and positive with your message. And if all else fails, share that video of old people playing Hungry, Hungry Hippos.

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Jeremy C. Little is the head of account services for CKP, a Houston-based marketing and public relations group.

Here's how to toe the line between being precautious and alarmist when it comes to your company's approach to COVID19, aka the coronavirus. Getty Images

How your company should respond to the coronavirus, according to this Houston expert

Guest column

News stories of COVID19, also known as the coronavirus, are spreading faster than the virus itself — you can't turn on the television or open your web browser without seeing them. The virus' rapidly climbing statistics provide compelling content for today's 24/7 news cycle, but the constant inundation of new information makes it difficult for most of us to discern fact from fiction. Unfortunately, the result is too often fear – whether warranted or not.

The coronavirus and its potential global impact has already weakened an otherwise strong US economy. Now, as the virus threatens to impact everything from the NCAA's March Madness to the 2020 Summer Olympics in Tokyo, organizations are considering how best to respond to their constituents' concerns and communicate their action plans.

In a blog post this week, the social media giant, Twitter, strongly encouraged it's 5,000 employees around the globe to work from home. Other companies are banning non-urgent travel. And amid mounting fears related to the virus, organizers canceled CERAWeek, an annual energy industry conference in Houston, and the cancelation of Austin's SXSW followed. Interestingly, companies that have been demonstrating an abundance of caution are being viewed favorably by the media and general public. So, what should your company be doing?

Establish an action plan

There is no need to panic or overreact — instead, act reasonably and be prepared to react responsibly as circumstances change. Your plan may only involve restricting travel now, but may have to evolve to allow employees to work from home next month.

A company's response to the coronavirus outbreak should be dictated by the nature of its business activities, its geographic areas of operation and reach, and the spread of the virus itself. A manufacturing plant in rural Texas may not have to respond in the same way a hotel in San Francisco might.

Practice cleanliness and common sense

Amid all the noise, it is easy for common sense to give way to hysteria. However, experts agree that the coronavirus is transmitted much like the cold or flu. General cleaning, hand washing, and antiviral hand sanitizers can help prevent the spread of the virus.

Make common sense precautions a part of your plan. Ensure that common areas and restrooms in your workplace are being thoroughly cleaned. Make antiviral soaps and hand sanitizers available to employees and visitors. And most importantly, encourage employees to stay home if they are feeling sick or displaying any symptoms of illness.

Communicate

In any crisis, honest communication helps to quell fear and alleviate uncertainty, so take this opportunity to reach out to your employees. If you've established a plan, share it with them. If you've stocked the supply closet with Clorox wipes, let them know. And if you've yet to formalize a plan, simply assure your employees that you are closely monitoring the situation and that your team is prepared to respond if circumstances in your area or industry change.

Look for opportunity

It sounds distasteful, but it needn't be. 3M, the makers of surgical masks, have announced they will ramp up production to respond to increased demand. 3M didn't manufacture this crisis, but they are responding to it in a positive way.

Moreover, general practitioners and scientists in every media market are being interviewed as subject matter experts on viruses — these doctors probably never anticipated such publicity, but by sharing their expertise, they are providing a useful public service. Consider whether your company can provide a helpful product, service or resource.

The coronavirus isn't the typical business crisis — astute leadership cannot resolve it, nor can ingenuity quickly solve it. But in the coming months, strong leadership and resourcefulness will be needed to proactively plan, effectively respond and ultimately rebound without ever giving into fear.

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Terrie James is the senior corporate communications expert at Paige PR, a Houston-based public relations and marketing agency.

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Houston-area lab grows with focus on mobile diagnostics and predictive medicine

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When it comes to healthcare, access can be a matter of life and death. And for patients in skilled nursing facilities, assisted living or even their own homes, the ability to get timely diagnostic testing is not just a convenience, it’s a necessity.

That’s the problem Principle Health Systems (PHS) set out to solve.

Founded in 2016 in Clear Lake, Texas, PHS began as a conventional laboratory but quickly pivoted to mobile diagnostics, offering everything from core blood work and genetic testing to advanced imaging like ultrasounds, echocardiograms, and X-rays.

“We were approached by a group in a local skilled nursing facility to provide services, and we determined pretty quickly there was a massive need in this area,” says James Dieter, founder, chairman and CEO of PHS. “Turnaround time is imperative. These facilities have an incredibly sick population, and of course, they lack mobility to get the care that they need.”

What makes PHS unique is not only what they do, but where they do it. While they operate one of the largest labs serving skilled nursing facilities in the state, their mobile teams go wherever patients are, whether that’s a nursing home, a private residence or even a correctional facility.

Diagnostics, Dieter says, are at the heart of medical decision-making.

“Seventy to 80 percent of all medical decisions are made from diagnostic results in lab and imaging,” he says. “The diagnostic drives the doctor’s or the provider’s next move. When we recognized a massive slowdown in lab results, we had to innovate to do it faster.”

Innovation at PHS isn’t just about speed; it’s about accessibility and precision.

Chris Light, COO, explains: “For stat testing, we use bedside point-of-care instruments. Our phlebotomists take those into the facilities, test at the bedside, and get results within minutes, rather than waiting days for results to come back from a core lab.”

Scaling a mobile operation across multiple states isn’t simple, but PHS has expanded into nine states, including Texas, Oklahoma, Kansas, Missouri and Arizona. Their model relies on licensed mobile phlebotomists, X-ray technologists and sonographers, all trained to provide high-level care outside traditional hospital settings.

The financial impact for patients is significant. Instead of ambulance rides and ER visits costing thousands, PHS services often cost just a fraction, sometimes only tens or hundreds of dollars.

“Traditionally, without mobile diagnostics, the patient would be loaded into a transportation vehicle, typically an ambulance, and taken to a hospital,” Dieter says. “Our approach is a fraction of the cost but brings care directly to the patients.”

The company has also embraced predictive and personalized medicine, offering genetic tests that guide medication decisions and laboratory tests that predict cognitive decline from conditions like Alzheimer's and Parkinson’s.

“We actively look for complementary services to improve patient outcomes,” Dieter says. “Precision medicine and predictive testing have been a great value-add for our providers.”

Looking to the future, PHS sees mobile healthcare as part of a larger trend toward home-based care.

“There’s an aging population that still lives at home with caretakers,” Dieter explains. “We go into the home every day, whether it’s an apartment, a standalone home, or assisted living. The goal is to meet patients where they are and reduce the need for hospitalization.”

Light highlighted another layer of innovation: predictive guidance.

“We host a lot of data, and labs and imaging drive most treatment decisions,” Light says. “We’re exploring how to deploy diagnostics immediately based on results, eliminating hours of delay and keeping patients healthier longer.”

Ultimately, innovation at PHS isn’t just about technology; it’s about equity.

“There’s an 11-year life expectancy gap between major metro areas and rural Texas,” Dieter says. “Our innovation has been leveling the field, so everyone has access to high-quality diagnostics and care, regardless of where they live.”

Aegis Aerospace appoints Houston space leader as new president

moving up

Houston-based Aegis Aerospace's current chief strategy officer, Matt Ondler, will take on the additional role of president on Jan. 1. Ondler will succeed Bill Hollister, who is retiring.

“Matt's vision, experience, and understanding of our evolving markets position us to build on our foundation and pursue new frontiers,” Stephanie Murphy, CEO of Aegis Aerospace, said in a news release.

Hollister guided Aegis Aerospace through expansion and innovation in his three years as president, and will continue to serve in the role of chief technology officer (CTO) for six months and focus on the company's technical and intellectual property frameworks.

"Bill has played an instrumental role in shaping the success and growth of our company, and his contributions leave an indelible mark on both our culture and our achievements," Murphy said in a news release.

Ondler has a background in space hardware development and strategic leadership in government and commercial sectors. Ondler founded subsea robots and software company Houston Mechatronics, Inc., now known as Nauticus Robotics, and also served as president, CTO and CSO during a five-year tenure at Axiom Space. He held various roles in his 25 years at NASA and was also named to the Texas Aerospace Research and Space Economy Consortium Executive Committee last year.

"I am confident that with Matt at the helm as president and Bill supporting us as CTO, we will continue to build on our strong foundation and further elevate our impact in the space industry," Murphy said in a news release. "Matt's vision, experience, and understanding of our evolving markets position us to build on our foundation and pursue new frontiers."

Rice University launches new center to study roots of Alzheimer’s and Parkinson’s

neuro research

Rice University launched its new Amyloid Mechanism and Disease Center last month, which aims to uncover the molecular origins of Alzheimer’s, Parkinson’s and other amyloid-related diseases.

The center will bring together Rice faculty in chemistry, biophysics, cell biology and biochemistry to study how protein aggregates called amyloids form, spread and harm brain cells. It will serve as the neuroscience branch of the Rice Brain Institute, which was also recently established.

The team will work to ultimately increase its understanding of amyloid processes and will collaborate with the Texas Medical Center to turn lab discoveries into real progress for patients. It will hold its launch event on Jan. 21, 2026, and hopes to eventually be a launchpad for future external research funding.

The new hub will be led by Pernilla Wittung-Stafshed, a Rice biophysicist and the Charles W. Duncan Jr.-Welch Chair in Chemistry.

“To make a real difference, we have to go all the way and find a cure,” Wittung-Stafshede said in a news release. “At Rice, with the Amyloid Mechanism and Disease Center as a catalyst, we have the people and ideas to open new doors toward solutions.”

Wittung-Stafshede, who was recruited to Rice through a Cancer Prevention and Research Institute of Texas grant this summer, has led pioneering work on how metal-binding proteins impact neurodegenerative disorders, including Alzheimer’s and Parkinson’s diseases. Her most recent study, published in Advanced Science, suggests a new way of understanding how amyloids may harm cells and consume the brain’s energy molecule, ATP.

According to Alzheimer’s Disease International, neurodegenerative disease cases could reach around 78 million by 2030 and 139 million by 2050. Wittung-Stafshede’s father died of dementia several years ago.

“This is close to my heart,” Wittung-Stafshede added in the news release. “Neurodegenerative diseases such as dementia, Alzheimer’s and Parkinson’s are on the rise as people live longer, and age is the largest risk factor. It affects everyone.”
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