A.B.C – Always Be Communicating
4. Bio Links. Put a link in your bio to your camp’s official statement regarding the crisis, and update it there. Make it a living document you can reference rather than needing to redraft new announcements.
5. Q&A Session. Gather questions you’re hearing on the phone or reading through email. Even include those you know you’ve gotten throughout the years and keep answering (we know this is probably on the FAQ section of your website, but not everyone is reading it). You can even gather questions through Instagram stories. Then either go live on Facebook for parents questions or live on Instagram for campers questions. Prep your answers beforehand so your “live” is as controlled as possible!
6. Answer all your DM’s in a timely manner. You can utilize the Facebook Pages app to set up standard answers for both Facebook Messages and Instagram DM’s. No one wants to feel like they’re being ignored. Leave no message on “Read”! Want the coveted Very Responsive badge? You’ll need to respond to 90% of your messages with a median response time time between 5 – 15 minutes. That’s the code. For the record setting up Automatic Instant Replies does not count towards this.
7. Post Tone and Cadence. Make sure your posts, and your messages, convey leadership. Optimistic yet trustworthy. Don’t go silent during a time of crisis. Stay active to maintain that leadership voice regardless of what the unpredictable future. holds.
8. Updates. As COVID-19 updates become available, do not shy away from them. Distribute the information and post the way you would want any great leader to do. Remember, when you’re posting you’re the camp director getting all of the campers and camp families moving in one direction! To ensure your message is received the right way it also may be wise to send this information out first to parents a few days in advance of posting so that they can be made aware of any questions their kids may soon have. Give parents a chance to be in the know, you’re on a team here.
9. Make it easy for someone to ask questions. Do this by running FB Messenger ads, making the contact form easier to find on your website, creating a group (it’s much easier to ask a question in front of 30 people than it is to ask a question in front of 3,000), or sending a personalized short email. Reminder on that last part- if you send an email, keep it short.
This content was originally published here.