All industries are increasingly embracing and investing in crisis management planning in case of emergencies (i.e. disasters, crimes, health issues, etc.). It can be hard for on-site teams to know what to do for residents during a crisis. It’s challenging not to get caught up in the what-ifs and what to-dos.

While I’m sure you have a crisis communication plan in place, think about the overall tone, flow, and timing for how each message will be perceived and delivered. How can you emphasize and ensure your message is communicated properly? One way is to double down on digital communication efforts - it's the safest, most convenient way to keep on-site staff, current and prospective residents informed and safe.

It’s nothing you haven’t heard before that in times of crisis, leasing teams should over-communicate updates to residents. And, video, email, resident portals and a wide range of other CRM/marketing technologies can help communicate information quickly and safely to employees, prospective and current residents so they can fully grasp your message when you need it to be heard.

How to Incorporate Video and Email Into Your Crisis Management Plan

When preparing how to provide updates and instructions to employees and residents, below are suggestions to make your communication efforts more efficient through video.

Safety First

While residents need to feel comfortable in their homes, your leasing staff needs to feel supported as well. Use video and email to keep leasing teams safe and successful. Here are other suggestions:

After the Crisis

After the crisis, corporate and on-site teams should assess the effectiveness of digital communication efforts. Then, teams should determine what processes should remain in the crisis plan or what should be improved. Remember to follow up on any information you promised to provide prospects and residents with or when/if rules and regulations have been lifted. In addition, teams can release updates and notify how the recovery is progressing.