Hurricane Matthew and Member Communication
Hurricane Matthew is headed toward the East Coast. A few clubs have been posting that they are closed or will be closing. Please make an effort to continue updating your social media accounts and your club’s website to keep members informed. Here’s a quick emergency communication protocol to follow:
1. Assign people to social accounts and the website for frequent updates. It is best to assign one person per channel. Make sure the crisis communication team has login information and each other’s contact information so that they can update platforms and stay in touch with each other. Once they arrive in a safe location, they should plan to keep members informed frequently.
2. Identify local resources who are providing information. You can share or re-tweet the information from these accounts. For example, local fire, police and news stations. Think about the Weather Channel and even FEMA. Your state and local government offices should be posting information online too. Even is all you are doing is re-posting this information, it is enough. So long as you are doing so with consistency and frequency. Every 2 hours for example.
3. Make sure that your accounts are not connected to each other so that every time to post to Facebook it Tweets. This will be super confusing for your members. Disconnect the accounts. Post authentically and in real-time. Look to pause or delete scheduled posts about events and non-essential information.
4. Continue to post information that is helpful to your members. Serve as a resource.
5. When the storm clears, continue with regular updates about club closings, special hours of operation, damage to the club or courses/courts… be informative. If you receive phone calls, refer them to the online channels for frequent updates.
During a time of crisis like this, the last thing you want to do is go silent. Be of value to your members and provide them helpful information. Serve as a resource. When the skies are blue again they will appreciate that their club was on top of the news and information and served as a helpful resource during a scary time.