Communication: continuing past the crisis, engaging citizens – Risks and opportunities in the post Covid-19 world - with Amanda Coleman, former head of corporate communications, Greater Manchester Police

25 June 2020

Communication: continuing past the crisis, engaging citizens – Risks and opportunities in the post Covid-19 world - with Amanda Coleman, former head of corporate communications, Greater Manchester Police 

Thursday 25 June, 16:00-16:50

slides from the session

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Amanda Coleman

After almost two months of lockdown and attempting to slow the spread of the Covid-19 pandemic thoughts are turning to what the future will look like. In a post Covid-19 world how will businesses need to adapt and what can be taken from the recent weeks?

The recovery phase of any crisis is more complex and problematic than the moments when the swift response moves in. The organisation needs to rebuild and potentially redesign itself at the same time as significant resources are still required to manage the situation. Employees need guidance, support and a clear vision, and customers and service users need to know what is going to happen. It means there is a complex tapestry of communication threads that need to be woven together.

There are risks that lie ahead and risk registers will need to be dusted off and reworked quickly. Businesses are still at risk from cyber-attacks, flood, fire and organisational failures. But now there are many others to add linked to living with Covid-19.

But with recovery comes the opportunity to engage once more with those who use the services and step away from broadcast messaging and starting to listen. There is a chance to build on the new relationship with employees, to redefine the business and to seek out the creativity that will create a stronger future.

Covid-19 has seen communities come together to help each other and really value the services that look after them and keep them safe. Neighbours have started to meet each other, and local shops have been a vital lifeline. This provides a huge opportunity to work with people as they emerge from lockdown and start to rebuild their lives and forge stronger more resilient communities.

All this can start with focusing our time and effort on preparing for the recovery phase that lies ahead.

Amanda is the author of the book 'Crisis communication strategies', just published by Kogan Page.

crisis communication strategies book