Internal communications comes into its own in a crisis, emerging as the voice of the organisation in any period of panic or uncertainty.
The current Covid-19 emergency has left employees worried about their jobs and how they can continue to serve customers. They want reassurance and need information.
For some businesses the current health pandemic and the calls to work from home are a chance to put into practice crisis communication plans rarely used before or only ever role-played.
“But this is on a different scale,” says Nationwide's head of employee communication and strategy, Chad Rogerson. “Covid-19 is putting our crisis strategy to the test and we are evolving our approach and learning as we go.”
Retail financial services staff based in branches are considered key workers, but they are worried about their own health and wellbeing as they continue to interact with colleagues and customers.