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.

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Houston innovator builds tech to revolutionize pipeline safety, efficiency

HOUSTON INNOVATORS PODCAST EPISODE 261

After working for years in the downstream energy industry where safety and efficiency were top priorities, Dianna Liu thought there was a way technology could make a huge difference.

Despite loving her company and her job, she took a leap of faith to start a robotics company to create technology to more safely and efficiently monitor corrosion in pipelines. ARIX Technologies has developed software and hardware solutions for its customers with pipelines in downstream and beyond.

"Overall, this industry is an industry that really harps on doing things safely, doing things well, and having all the data to make really informed decisions," Liu says on the Houston Innovators Podcast. "Because these are huge companies with huge problems, it takes a lot of time to set up the right systems, adopt new things, and make changes."

But it's an industry Liu knows well, so she founded ARIX in 2017 and created a team of engineers to create the first iteration of the ARIX robot, which was at first made of wood, she says. Now, years later, the much-evolved robot moves up and down the exterior of the pipe, using its technology to scan the interior to evaluate corrosion. The technology works with ARIX's software to provide key data analysis.

With customers across the country and the world, ARIX has a strong foothold in downstream, but has garnered interest from other verticals as well — even working with NASA at one point, Liu says.

"Staying in downstream would be nice and safe for us, but we've been very lucky and have had customers in midstream, upstream, and even outside oil and gas and chemicals," she says. "We've gotten inquiries ranging from cosmetics plants to water or wastewater — essentially anything that's round or a pipe that can corrode, we can help with."

Liu, who goes into detail on the show about how critical establishing a positive company culture has been for ARIX, shares a bit about what it's been like growing her company in Houston.

"Houston being the Energy Capital of the World opens a lot of doors to both customers, investors, and employees in a way that's unparalleled. It is a great place to build a company because of that — you have all this expertise in this city and the surrounding areas that's hard to find elsewhere," she says. "Being such a hub — not only for energy, but in terms transportation — means it's easy for us to get to our customers from around the world."

Innovative life science hub opens doors of Houston location, welcomes inaugural startups

ready to grow

A new life science-focused venture capital engine has officially opened offices in Houston.

Portal Innovations moved into a space at Helix Park in October. The offices are led by executive director Monique Knighten.

Knighten has been in Houston for 16 years, since she was a postdoc at the University of Texas Institute for Molecular Medicine. “It's like a lot of us. We come for a specific reason, and then we just find reasons to stay,” she says.

And now, that reason is to push the emerging Houston ecosystem forward by helping early-stage startups to build themselves toward success. Portal does that partly by providing capital, but besides cash investments, emerging companies need a physical infrastructure where their work can happen. They also need great people to support their cause at every step of development. To that end, networking and convening with beneficial people is key for Portal.

With locations already in Chicago, Boston and Atlanta, why did Portal choose Houston?

“If you take a look at where lots of scientific publications are coming from, if you look at where a lot of technology that eventually becomes commercialized, a lot of it will come initially from labs that are right here in Houston,” says Knighten. “Houston also has a great quality of life. That's really important so that startups need to be able to have a place where they can have their teams.”

And who has joined Portal in its 30,000-square-foot Helix Park lab space? March Biosciences, a cancer-focused cell therapy startup; Crossbridge Bio, responsible for a cancer therapeutic that just closed a $10 million seed round; Artidis, which is personalizing cancer diagnosis thanks to a new nanomedical biomarker technology; Spanios, which has created human model systems to help researchers better identify therapeutic options for solid tumors; Stingray Therapeutics, a cancer immunotherapy company working on metastatic or advanced solid tumors; Remunity Therapeutics, an immuno-oncology startup developing immune-stimulating antibody-drug conjugates that reactivate anti-tumor immune response; and Phiogen, which is doing promising work in the world of non-antibiotic anti-infectives.

The Cancer Focus Fund, an oncology-focused investment fund in partnership with The University of Texas MD Anderson Cancer Center is also sharing space with the burgeoning biomedical companies.

Even Texas Medical Center CEO Bill McKeon is excited to greet Portal.

“In Portal, we have a partner with a proven track record of leveraging venture capital funding, expert partners and strong programming to support dynamic, entrepreneurial businesses at pivotal moments of their growth. We look forward to building on our collective expertise and shared vision to further support the breakthroughs of early-stage life science ventures,” he says on the company’s website.

By working with Portal, each of the companies will benefit not only from Knighten’s expertise i building teams gathered from her time at Sartorius Stedim Biotech and decade with Miltenyi Biotec, but also that of the other Portal teams. Working on a national scale also gives the brands opportunities for national exposure. Just one more way, Houston’s ecosystem is continuing to move the needle both for the healthcare companies in it and the patients who will one day benefit.

Houston-based, NASA-founded tech startup closes $5.6M in seed funding

money moves

A Houston startup with clean tech originating out of NASA has secured millions in funding.

Helix Earth Technologies closed an oversubscribed $5.6 million seed funding led by Houston-based research and investment firm Veriten. Anthropocene Ventures, Semilla Capital, and others including individual investors also participated in the round.

“This investment will empower the Helix Earth team to accelerate the development and deployment of our first groundbreaking hardware technology designed to disrupt a significant portion of the commercial air conditioning market, an industry that is ready for innovation,” Rawand Rasheed, Helix Earth co-founder and CEO, says in a news release.

Helix Earth was founded based on NASA technology co-invented by Rasheed and spun out of Rice University and has been incubated at Greentown Labs in Houston since 2022. Currently being piloted, the technology is estimated to save up to half of the net energy used in commercial air conditioning, reducing both emissions and costs for operators.

“The enthusiastic response from investors reinforces our team’s confidence in our ability to transform innovation-starved sectors such as commercial air conditioning with an easy-to-install-and-maintain solution that benefits distributors, mechanical contractors, and most of all, building owners, with a positive benefit to the environment,” Rasheed says.

Prior to its raise, the company received grant funding from the National Science Foundation and the United States Department of Energy.

“We couldn’t be more excited to partner with the Helix Earth team," Maynard Holt, Veriten’s founder and CEO, adds. "We were so impressed with their unique combination of a technology with broad applicability across multiple industries, a product that will have an immediate and measurable impact on our energy system, and a fantastic and well-rounded team.”

Helix Earth, per the release, reports that is also looking to provide solutions for commercial humidity control and carbon capture.

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