Protecting While Serving: Navigating Internal Communications Through Crisis


Session Overview

In this presentation, the Director of Communications and Community Outreach at the City of Plano Texas, Shannah Hayley, talks through a case study about how her local government team used communications during the COVID-19 pandemic.

Focusing on internal communications, Shannah explains how her team found that for communications to be delivered effectively during a time of crisis, they must be clear, consistent, trustworthy and easily accessible.

With this firmly in mind, the local government team established a set of guiding principles to follow when communicating with other internal stakeholders. It was these guidelines that created a framework across the organisation. This framework not only helped to shape communication, but also ensured that messages to staff were personal, pointing them to reliable and credible sources. These guidelines are a tool that other government communicators across the world can learn from.

After watching this video, you will:

  • Learn how the City of Plano, Texas used communications during the COVID-19 pandemic.
  • Understand the different communication needed with internal and external stakeholders during a crisis.
  • Know how to best utilise your resources during crisis communications.

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