Coronavirus comms for charities

Updated: 6 April (new: Charity So White report, write your own coronavirus style guide, how to communicate with furloughed staff).

Since I wrote this post on 3 March, everything has moved on. Coronavirus is dominating world news and the way we live and work has completely changed. I have been adding new useful resources as well as removing ones which are no longer relevant. I have kept the examples of charity comms for reference.

Whatever your size of organisation or purpose, you will be meeting to plan how you’ll respond internally and externally. There is lots of noise and misinformation about the spread of the virus with rumours and blame escalating. What are you doing to reassure your beneficiaries and keep your staff safe?

illustration of lots of people moving around a big space - maybe on escalators

Here are some useful links and good reads to help you manage your own charity’s response.

Writing about Covid19 for beneficiaries

Information about the virus is changing all the time. Keep an eye on official advice which is being updated on a daily basis and share / incorporate it into your comms:

Full Fact are working hard to fact-check lots of the information circulating. Are there any misleading memes or discussions circulating related to your audience or cause? It’s worth checking FF’s website to see.

Knowing what and when to communicate about coronavirus depends on what type of organisation you are.

If you are a health charity, one working with older people or one with public-access buildings, you may be sharing updates, especially if you are getting lots of helpline calls or forum discussions about risk. As there is so much misinformation circulating, this is your chance to be the go-to authority on the subject for people with specific needs and spreading good advice.

Dan Slee says that “we have all become public health communicators whether we like it or not”. In his post (The basics of communicating the coronavirus), he shares lots of useful tips about making sure your information is factual and shareable. And also notes that your comms need to go where the people are as rumour and misinformation circulate (see Enlist a team to play whack-a-mole with online rumour and How covid is playing out in Facebook groups).

Examples

Here are some examples of information charities have created for the people they represent:

Comms tips

Think accessibility – not everyone can read the text on an image. If you are sharing images with text on via social media, include a link to a web page where the same information can be read and/or repeat the text in your post. I have seen so many covid statements which are just images of text with no link (and probably no alt text). See more from @CovidAccessInfo (new account set up on 19/3).

Make information easy to find. Pin your tweets. Use hashtags (#covid19UK / #coronavirus etc). Clearly layout information so it is easy to read. Add the story to your homepage.

Tweet from Bloodwise UK. Very clear layout. Hashtags and signposting to sources of help.

Only ever link to one page which you are keeping up to date. As the situation develops you don’t want people to be seeing old advice. They may be seeing old posts or looking at old emails but at least you’ll know they can click through for current information. Avoid PDFs for the same reason.

Clearly indicate information you have added or changed. You might do this at the top of your web page or by highlighting what has been added. See this example from Cystic Fibrosis Trust.

Even if you don’t have infomation you have produced yourself, at this stage it is probably a good idea to have a page about coronavirus on your website which links to the key sources of information and something about the services you offer if there are changes to them. A quick random search found lots of charity websites showing no covid results in their searches.

Website search results: says no items found

Don’t include information about the current number of cases or deaths. This instantly dates your information and shows that it is not up-to-date.

As the situation develops, you may need to use more effective and urgent ways to communicate your messages. Plan ahead now. Are you able to use video or audio or other methods to respond to a crisis comms situation? Might you need to devote your entire homepage to the story? Can you send out mass emails to your stakeholders? Are your crisis comms processes up-to-date? See this thread from Gemma Pettman sharing crisis comms planning tips.

Check your scheduled messages. For example, do you have messages scheduled which are promoting events which are likely to be cancelled? Be aware that the situation could change over the coming days / weeks.

Start planning ahead. We are now moving from the crisis planning stage into a more widespread experience of the virus. This means that your comms needs to be less about explaining the virus and how to respond to the changes we are all making. The next comms stage is describing our ‘new normal’ of operating and communicating about ill or dying colleagues, volunteers and stakeholders. See Coronavirus comms – planning ahead.

New: Think about your language. How you talk about the virus and its impact on your beneficiaries and organisation will change. Write and share a mini styleguide to include standard phrases which you use, as well as ones to avoid. This post about how language changes through a crisis and how to frame your comms is useful. 8 tips for framing covid19 – Ella Saltmarshe.

Running your organisation

Internally you will be looking at the impact of a wider spread of the virus and what this might mean for how you operate.

Here’s some of the current advice:

New: Charity So White have written a position paper sharing the ways coronavirus can impact BAME communities disproportionately. It calls on charities to consider that in their response and includes five key principles to guide them.

It’s useful to see other organisations’ internal plans if you need to write one yourself. Some have shared theirs publicly:

Reassuring staff and volunteers that you are prepared is key. Internal comms must play a vital role. What internal comms systems do you use? Do they work to reach everyone? There is some good advice in this post by Rachel Miller of All Things IC.

New: Rachel has also written this. How to communicate with furloughed colleagues.

What about your events or meetings? Many have been cancelled / postponed or changed to online. Here’s how Bond announced the cancellation of their annual conference.

Digital service delivery

What does the situation mean for the services you run and the support people in your community might need? What might you need to do more of or change?

For example, can you move face-to-face services , online? What different services could you offer to expand to support people through a scary and challenging time? Are you able to run digital events or make fun content to entertain?

Community response

Here are some examples of community and charity-run services:

Community Action Response - 5 steps

If you are a community volunteering charity, how are you keeping volunteers in touch with how they might be needed? And reassuring them about measures you’ll be taking to protect them?

Virtual working

More people are switching to virtual working as a way to reduce risk. It can be a real shift for an organisation if you are not used to working like this. Here are some useful links:

Fundraising

Fundraising is being hit hard.

The London Marathon has been postponed until October (announcement 5pm Friday 13th March). Read this thread by Russell Benson with great tips and alternative options for events fundraisers if you haven’t already. Here are a few examples from charities responding to the news in case you want some ideas.

Sarah Goddard is building a collection of resources for the fundraising sector including template appeal letters for hospices and smaller arts organisation from Mark Phillips.

Charities are launching appeals:

  • This from Kemp Hospice was released very early on.
  • Asthma UK have added a donation ask at the end of their information page.
  • Age UK Camden have put out an appeal to help them to support ‘an increasing number of anxious older people who are reaching out to us for help’.
  • FareShare – Help us get food to vulnerable people. Donate online or ‘text MEAL 10 to 70480 to give £10’.
  • New: JustGiving have shared some of the campaigns on their site.
Image from FareShare's homepage with their covid19 appeal

Other good reads / useful links

Archive:

Examples of warmer comms from week 2/3 of the outbreak:

Have you read anything else useful I should add here? Or seen examples? Let me know. I’ll add more useful links here as I find them.

Thanks to Charity Digital who published a version of this post on 10 March.

Digital round-up – May 2019

Highlights this month: mental health awareness, campaigns about talking, animals (dogs, cats, ravens) and lots of great digital charity reads.

Not sure where the summer has gone! Pop the kettle on, turn off the news and catch up with some of the things you might have missed in May.

dandelion fluffy clock plus a few buttercups

How to use: Pick and choose links to read, or open in new tabs for later. Or bookmark this post. Even better, subscribe and get future round-ups direct to your inbox.

Content

20 questions to start a conversation with a young person, including 'what are you most looking forward to this week' and 'what makes you feel calm'

This month, it was #MentalHealthAwarenessWeek so there was some great content around. For example, have a look at:

Also this month:

Still from End Loneliness video - two men have a chat. One says 'I think I might just just go for a little walk around and actually say hello to someone'

six photos of men with their cats (including one of cats in a car)

Twitter takeover of the month: Ceri and Krissie’s Twitter takeover of the Scope account showing how Scope have developed their digital experiences to make them easy to use and accessible.

What are you doing for #SmallCharityWeek next week (17-22 June)? If you don’t work for a small charity, why not find a local one to support. Keep an eye out for the #BigSupportSmall campaign too.

Comms

Don’t miss CharityComms’ Getting ahead in your comms career conference next week (20 June). Follow #CommsCareer if you are not there.

Digital – strategy, design, culture

NCVO have updated the Digital Maturity Matrix to include service design, data protection and security. Have you used this tool to assess the digital maturity of your organisation? In today’s Charity Digital Report, it was cited (question4)  by just 23% of respondents. Do take a look if you haven’t seen it already.

Once you have done that, read Digital transformation is a leadership problem about team culture and blockages by Mike Bracken. Here’s his definition as he says the term has got lost in all the noise: “digital transformation is the act of radically changing how your organisation works, so that it can survive and thrive in the internet era.”

Parkinson's UK service team's principles (including we are people focussed, we are transparent)

Fundraising

Don’t miss the free online conference from Resource Alliance – 12 & 13 June: Fundraising Online including an international line-up of speakers.

People and organisations

illustration for Citizen's Advice future of advice plan

And finally….

Your recommendations

What did you read, watch or launch this month? Please add your links in the comments.

Can I help you?

Get in touch if I can help you with content planning, training or strategy. I work with charities of all shapes and sizes. I can help give your comms or digital processes a healthcheck and ideas injection.

——

Did you miss April’s round-up? Catch up with more good reads!

Digital round-up – May

In the month that we were all swamped in GDPR emails and RNLI and Dog’s Trust were responding to endless negative comments following misreported press stories, there were lots of great reads. Pull up a comfy chair and catch up with some great charity content and digital reads you might have missed from May 2018.

View through a glass case of butterflies, we see a child with open mouth in amazement. At the Natural History Museum

Warning – you may need longer than a tea break to catch up. Pick and choose links to read, or open in new tabs for later. Or bookmark this post. Even better, subscribe and get future round-ups direct to your inbox. Enjoy!

Digital

Useful resources and reads if you are working on digital projects, thinking about future technologies or just getting on with your everyday digital tasks:

Screenshot from CAST's design principles showing the first 5.

Inspiration from other organisations getting stuck into digital:

New websites / rebanding:

Events:

screenshot of one of the slides from the charity comms seminar.

Content / comms channels

street painting of lots of faces

ICYMI – I updated my 2013 post about trustee / staff pages on charity websites with new best practice and examples. How does your site match up?

Fundraising

Graphic from UK Fundraising - charities have a problem with men

Working with people

Great content

Still from ARUK video showing a hand drawing a healthy brain on the left and one with Alzheimer's on the right.

Plus there was lots of nice content around for the Royal Wedding, such as this knitted couple from Age UK and this blue blood image from NHS Give Blood.

Age UK tweet showing a knitted Harry and Meghan.

This Royal Wedding Moment contains lots of fundraising related fun from large and small charities. Great examples of how to join in with a feel-good event.

Strawberry Social even did a comprehensive thread of an A-Z of Royal Wedding tat which should have got more likes than it did.

See also

Coloured print outs of T&Cs from social media sites. Instagram's is the longest.

Your recommendations

What did you read, watch or launch this month? Please add your links in the comments.

Can I help you?

Get in touch if I can help you with digital copywriting, content planning, training or strategy. I work with charities of all shapes and sizes. I can help give your comms or digital processes a healthcheck and ideas injection.

——

Did you miss April’s round-up? Catch up with more good reads!

—–

 

 

Great #IWD2018 content

More than ever today, my timeline is wonderfully filled with messages celebrating brilliant women and highlighting women’s projects and causes.  It is International Women’s Day (#IWD2018) so here’s my pick of the top content around.

Fundraising for women’s charities

Bloody Good Period encouraged us to give a sister a leg-up by donating to their Amazon wishlist.

Still from animation - have a bloody good IWD

Richard Herring did his annual ‘Why isn’t there an International Men’s Day?’ response marathon to raise money for Refuge. At one stage during the day, new donations were being every added every ten seconds. The £50k target was hit around lunchtime, and £100,000 by the early evening. The final total is now almost £150k + Gift Aid!

Tweets between Refuge and Richard Herring announcing fundraising totals

There were lots of fundraising activities on the day. This reproduction of this suffragette poster from 1906 is being sold to support the campaign for a statue of Mary Woolstonecraft.

The Huffington Post ran an article about donating to women’s charities.

Celebrating brilliant women

There are thousands of tweets giving shout-outs to fabulous women. Imandeep Kaur’s thread, showcasing women in her life stood out. Using one tweet per person and a stonking photograph, she explains what the woman has achieved and why they are amazing.

One of the tweets from Imandeep Kaur's thread.

Lots of charities celebrated their women founders and / or the stories of prominent women. For example, see Sue Ryder, The Woodland Trust, Leonard Cheshire, RSPCA, Maggie’s Centres, Battersea Dogs and Cats and British Red Cross.

And there were a number of posts introducing some of the women I admire working in the sector today. See CharityJob’s Sheroes, Kirsty Marrins’ post from last year and Lightful’s 6 phenomenal women leading the way.

Fighting for equality

City, University of London asked why there aren’t more expert women featured on the news with this nifty animation they shared on Twitter sharing research from Professor Lis Howell.

Still from IWD video from City, showing cartoon-drawn images of famous women

The NY Times admitted that its obituaries have been dominated by white men. They have responded with a series called Overlooked.

UNICEF produced this simple animation calling on a world where every woman and girl feels safe.

It’s worth watching the #FreedomForGirls video produced by Global Goals if you haven’t seen it already.

Still from Freedom for girls video - text on wall says 71% of human trafficing victims are female

This interactive timeline of women’s rights and gender equality over the past 100 years from Southbank Centre has been released as part of their WOW festival.

Women’s projects

Great coverage for this Women in Sheds Age UK project in Loughborough.

Still from ITV video of Women in Sheds project

Some charities you wouldn’t particularly expect to have an story for IWD, used the opportunity to share stories about their work. For example Dog’s Trust shared information about their Freedom Project.

Tweet from Dog's Trust thanking foster carers who look after dog's of women fleeing domestic violence

And Crisis shared research about the impact of homelessness on women in a short video.

Inspiring messages

‘Be a role model for the sort of woman you want your children to be’. Wise words in this video from Age UK showing a discussion between Shirley Meredeen and Lynne Ruth Miller.

Still from age uk - 'what I would say to any woman, if you have children, be a role model'

Grow old disgracefully – I love this from the Campaign to End Loneliness.

Campaign to End Loneliness tweet showing 'when I am old woman, I shall wear purple' quote

What did you spot?

This was just a small fraction of all the tweets, videos, campaigns shared for IWD18. What did you see or produce which particularly stood out? Do share your highlights in the comments.

See also:

Can I help you?

Get in touch if I can help you with digital copywriting, content planning, training or strategy. I work with charities of all shapes and sizes. Can I help give your comms or digital processes a healthcheck and ideas injection?