Communication is the difficult when it comes to change.
Business processes have changed. As Canadian provinces continue their plans to re-open businesses, you are moving forward with changes to procedures. Your challenge is to ensure that information is updated, especially for the measures that keep everyone safe.
This is a prime example of how communication is essential to our everyday lives. Getting information across in the way you intended seems simple, but it’s actually more challenging than you think. There could be external factors, or “noise” that washes out the meaning in your communication process.
How do you ensure everyone is receptive to messages?
How do you continue to deliver value as a business?
Here is how…
Think about Context – Who, What, When, Where, and Why?
Make sure your copy is in the language for who you’re connecting to. There are two official languages in Canada, but it’s also helpful to include others.
When we’re talking about language, the context can tell you a lot about wording your message. While it does seem appropriate to use medical terms to explain the pandemic when it’s a medical publication, or an academic paper – it’s not ideal if the reader doesn’t have the same level of understanding.
Secondly, consider where the reader is. If it’s a poster behind the window of your building, make sure that people can read it – even if they’re socially distanced and waiting in line.
In this case, use bold lettering for titles, and make it big! If you are trying to reduce the time a person spends in a space, it would be helpful to keep your message concise.
Add Visual Elements
Recently, the United Nations called for submissions from artists around the world. They recognize the power of art and emotion. People respond to stories, and images rather than words on a page. It’s critical that you capture that.
Format your messages in a comic form or illustration, and it could serve useful for younger artists and more visual communicators.
Another great example is the BC COVID-19 Support App, which provides a user with resources, updates and statistics about COVID-19 in the province.
What we should take note of in their communication is the use of illustrations. This humanizes the app, and makes the communication warmer and more emotive – encouraging a user through the necessary information.
Make Messages Interactive
Chatnels has digital assistants that can provide a pre-defined menu of FAQ for your customers/users to click. On top of that, there is also the feature for our AI to respond to messages conversationally.
We all know that communication isn’t a 1-way street. Having this capability for both sides to read and respond – it’s the bread and butter of communication.
For more information on best-practices as an employer during COVID-19, check out this article from CPHR BC.
