Clear communication is hard enough on an ordinary day. When we are facing the unexpected, confusion, or, even possibly, danger, it can become a whole lot harder.
We will be talking about this topic a lot over the coming weeks and months. Here’s a quick starting point of some things to keep in mind, especially when people are under stress (including communicators):
Tips for...sharing ideas
Be straightforward about what you know and don't know
Humans dislike uncertainty - a lot. It’s natural to want to address all the concerns people have but stick to the facts and acknowledge what is unknown.
Prioritize "need to know" information
It is easy for important details to get lost. We don't want people to get so overwhelmed that they don't get to learn the key information that may be critical.
Connect the dots.
Sometimes, people really need the why. What's behind a decision or alert may help them understand WHY they should listen or take action and HOW it relates to themselves or their families.
Be careful about sharing rumors or unconfirmed information.
Take a deep breath before sharing content. Take time to verify. We want to continue to be a trusted source for our community members! And if we make a mistake, it happens. Just let people know when information is incorrect and clarify as soon as you can.
Tips for...making content understandable
Use plain language.
Can my intended audience find what they need, understand it, and then know what to do next? This is especially important when creating content or translating materials in a time crunch. We want to make sure we use language that people are familiar with and explain new concepts or terms that are necessary in a clear way.
Stay Accessible
We need to make sure we are reaching everyone and not leaving anyone out. This means using good sized fonts, ample contrast, and alternative text, to name a few common strategies.
Tips for empowering your community
Identify what people CAN do.
Are there actions people can take or other resources available in the community people should check out? Share them. People want to know what choices they have and what steps they can take in stressful times.
Be responsive.
Listen to the concerns and questions people have and do your best to address them. Communication is not just about what you need to share but also responding to what people want or need to know.
Choose the most effective communication channels.
How do you usually communicate with your community? Social media? Newsletters? Text messages? Meetings? There's no right answer - just make sure that you are prepared with a plan and don't stretch yourself too thin.
Let people know how and when to get updates, if possible.
Will you send out emails weekly? Will you update your social media pages at a certain time every day? Will your website be your home base? Will you do live videos on social? Do whatever works for your community members - but be clear about what your plan is.
Last but not least (for now)… be human
Communicate with care. Empathy goes a long way. Processing information when we are scared or stressed is hard. So be compassionate…with yourself, too!
Additional resources
Here are just a few resources to get you started. We will continue to share more in the coming weeks and months.
Book: The Checklist Manifesto by Atul Gawande - Explores ensuring consistency in high stress situations
Study: “Go Hard, Go Early”: Preliminary Lessons From New Zealand’s Response to COVID-19 from the American Review of Public Administration - Identifies lessons learned that contributed to New Zealand's successful response to the 2020 global pandemic
Short guide: Risk Communication: A Brief Guide to Communicating Clearly in Difficult Circumstances (PDF) from the American Psychological Association and Global Psychology Alliance - Shares resources and examples on communicating during tough times
Article: Do People Want to Hear About Uncertainty? from Psychology Today - Explores how to talk about uncertainty with nuance
Have ideas related to this topic you want to know more about or have resources to share? Contact us at clearlanguage@litworks.org.
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