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Comms Helpline: Dealing With the COVID-19 Crisis


As the coronavirus crisis unfolds globally, we’re watching internal communications emerge as a core function responsible for keeping staff and business connected and safe.

The IC community has been advocating to take the spotlight for a long time but this was not the way anyone had thought it would happen. Is the light shining where we want and need it to be?

One thing is for sure. Right now, the efforts of every communications professional are either consumed with crisis-related communication or driven by an effort to connect with where there is a need or opportunity to make a difference.

💡 It’s during times like these when the IC community needs to come together and lean on each other for helpful tips and advice. For that reason, we've opened up a helpline where we can all bring in questions and have an honest, open discussion about the best course of action from here on.

  • How has COVID-19 impacted the role of IC today?
  • Early learnings from comms during the COVID-19 outbreak.
  • Which comms are working & which aren’t during the crisis.
  • How to connect when everyone is working remotely.
  • How to find ways to “get back in the game” after sudden changes in one’s own situation.


To guide us through the session, we’ve enlisted a powerhouse IC panel:

  • Steve Crescenzo, CEO at Crescenzo Communications 🇺🇸
  • Jennifer Sproul, CEO at The Institute of Internal Communications 🇬🇧
  • Mike Klein, Principal at Changing The Terms 🇳🇱
Questions Timestaps:
00:06:24 – What gaps should we be filling as a comms team rather than repeating what employees hear on external channels?
00:16:10 – As a consultant, I feel like the work has stopped when the organizations need Internal Comms the most. At the same time, in-house practitioners are burning out. How can we help each other?
00:21:15 – How can we get our leaders to realize that email and intranets won’t cut it for crisis comms, especially now that a lot of employees are remote?
00:29:44 – We are struggling to get heard, our board and HR are taking the lead. How do we as comms then make our presence known and support employees?
00:44:52 – My work is in healthcare. Any best practices for communicating with our workers on the frontline as well as admin employees?
00:50:45 – How can the employees be eased back to work once this crisis passes?