The need for brands like yours to communicate on social media is more important than ever as COVID-19 shuts down our nation and the world.
At Littlefield Agency we’ve made the decision like so many other companies across the nation and world to eliminate physical interaction and have all of our employees work from home. For us, this decision seemed easy as we, like you, want to play our part to help stop the spread of COVID-19. But not all businesses are so fortunate. And the effects this pandemic has had has been fast and shocking.
We at Littlefield wanted to share our strong point-of-view with some thoughts and tips on how we believe both our clients and non-clients can best communicate with their customers. The answer will vary depending on your business and how the COVID-19 virus has effected your operations, but there are some common threads all businesses should be considering and communicating right now, and should continue to communicate in the days, weeks, and months ahead
We believe it’s times like these that nimble brands that have invested in building large audiences and followings on social media are best positioned to address their customers and nimbly pivot their messaging to match the ebb and flow of each and every day, if not hour. The same principle as before applies now—whether we participate or not, people will create a narrative around your brand online. It’s in our best interest to be present and communicate in those situations.
Just as important, it’s where 80% of all online activity takes place…and that number will surely skyrocket with so many staying at home. If you haven’t been as diligent in building your following on social, maybe shifting some media dollars to hyper-target your audience on social channels is your easiest and best path forward.
Even better, coupled with a strong, robust e-mail effort, the solutions your business is offering your customers and potential customers in this trying time can be communicated in a matter of minutes.
Going completely dark on customers that follow, trust, and love our brands is counterintuitive to the spirit of good, open communication—something we all need now more than ever. Voice and tone for online messaging should be sensitive and empathic as we continue to share with our audience the valuable information about your businesses they need to know.
At a minimum, answering questions around how COVID-19 has changed how we’re doing business should be paramount. Have your hours changed? Are some locations closed? Are there additional precautions or procedures you have implemented for the safety of both your employees and customers?
Explaining what your company is doing to be part of the solution (e.g., working from home, additional sanitary measures, etc.) is also a good way to reassure customers that your brand is in lock-step with health professionals at both the national and local levels.
Additionally, can your business do anything to help with the financial downturnpeople are starting to feel. Maybe free shipping, discounts to seniors, online ordering specials, etc. A little goodwill goes a long way and it will certainly be remembered well after this pandemic has ended.
There is, and will continue to be, a lot for your brand to communicate to your audiences you have built online. Ultimately, the idea that we are all in this together, and we will all get through this together is an incredibly reassuring message.
Our strong point-of-view is that the brands that do this best—and fastest—will be much further ahead than those that don’t on the other side of the COVID-19 pandemic, or any real national or worldwide emergency.
As always, Littlefield Agency is here to help you get these messages out. We’re in this together with you.