The bigger the company, it seems, the heftier the brand statement documents are that are associated with it. And it’s gotten even more so in 2020 with several consequential current events being added to the mix – namely, the COVID-19 pandemic and racial unrest.
Unfortunately, these new challenges have come with their share of socio-political ramifications. We’re dealing with people’s lives and livelihoods, after all, and there isn’t really a “one size fits all” response that will work for many brands.
Companies are having to address two aspects, actually. One pertains to internal (employee) audiences. To build and maintain trust, employees and others who represent a company’s brand need to be briefed on the brand implications of the events in the news.
What to communicate depends on a variety of factors – and it’s also prone to mid-course adjustments in rapidly evolving environments. (We’ve certainly experienced numerous twists and turns with the coronavirus pandemic and social unrest over the past six months.)
What’s most important is for internal messaging to assure employees that the work environment will be supportive when it comes to issues of physical (and mental) health, instances of alleged racism or discrimination, and the like. And beyond this, to assure that employees have options and avenues to raise concerns, and that those concerns will be considered on the merits.
Some aspects of internal messaging may be uncomfortable to address, but keeping silent on the issues isn’t usually a practical option, considering the intensity of the current environment and how it has affected so many aspects of our daily lives.
As for what to say to the outside world, many companies and brands have released public statements as well; my inbox has been positively stuffed with them over the past months.
On the other hand, other companies have remained quiet. Should they be doing so?
The answer to that question begins with the company’s own “DNA.” What has its public face been over the years? Has it been in the forefront with public statements in the past? For some brands, any such statement will feel like a normal, regular extension of the brand as it’s been perceived — par for the course. But if this hasn’t been the “culture” of a company up to now, to make a statement now might come across as insincere.
A company is an amalgam of the people who make up the organization. That makes it wise for corporate leaders to trust their own instincts. If their gut tells them it isn’t the right time to put certain public-facing content out into the world, such discretion is probably warranted.
But even if the decision is to remain mum, this is as good a time as any to consider if the “quiet company” approach might need to change going forward. More than a few organizations are undertaking some form of “genetic re-engineering” to bring their brand DNA in line with modern expectations. That’s probably a good thing.