• Given the rapid evolution of the Covid situation, overcommunicate with external stakeholders with open and transparent updates.
• Be truthful about what you don’t know and avoid sweeping statements that may prove to be false in the coming weeks. The world knows the uncertainty of COVID-19, and isn’t expecting you to predict the future. Rather, they want to be informed and confident that you’re responding to the best of your ability.
• Avoid a situation where there are inconsistent and contradictory communications being shared with customers, business partners, suppliers, and investors.

For B2C businesses:

• Provide updates on how you’re putting customer health and well-being first.
• Prepare and disseminate FAQs within the app as well as over email and social media handles.
• If the service is going to be disrupted, mention it upfront, instead of customer realising that after placing the order

For B2B businesses:,

• Keep your customers updated on what to expect, so that they can better plan for any disruptions.
• Understand key customer challenges, and if you can support in any way.
• Listen to possible solutions they have.
• If possible, try to communicate over VC or phone calls.

Enable your teams for success.

• Provide employees with the right messaging to provide to customers and partners.
• Once employees are given messaging, choose communication channels that make sense for each stakeholder group.

Create a dedicated team for interfacing with regulators, police etc.