Top Crisis Communication Tactics to Keep Audiences Engaged During COVID-19 Downtime, According to Digital Silk

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COVID-19 crisis is forecasted to lower global GDP growth from 2.9% to 2.4% for 2020. Digital Silk outlined the best crisis communication strategies businesses should use to keep their audiences engaged and prepare for post-crisis recovery.

As governments impose strict measures to contain the spread of COVID-19, or Coronavirus, industries dependent on physical transactions and global supply chains are sustaining large revenue losses and job market decline.

In fact, global GDP growth is forecasted to drop from an already weak 2.9% to 2.4% this year, according to OECD.

To weather through the crisis and prepare for recovery in the post-COVID-19 economy, businesses must maintain their relationships, both with clients and online audiences.

Digital Silk, a global digital agency, shared the communication tactics businesses can use to keep audiences engaged and safeguard their brands during these trying times.

The top crisis communications tactics are:

1. Develop a plan

Setting rules and instructions to guide a business during the crisis period is key. They should include how to behave, what actions to take and how to communicate with prospects and clients.

2. Create a crisis management team

A crucial step for organization is to choose a few team members that can communicate with clients and provide support. They should be given clear instructions to understand what steps to take and how to cope with different issues.

3. Identify a spokesperson

One person, who is a good communicator, must be selected from the team who will speak on behalf of the brand. Representing the company as a whole, this person will be in charge of spreading consistent messages across all channels.

4. Choose communication channels

The business needs to determine the appropriate channels for the brand’s audience and identify which platforms are best to spread messages through. Then, discover what type of content performs the best on these channels and act accordingly.

5. Analyze audience feedback

Designating someone on the team to monitor engagement and feedback helps prevent a business crisis. It provides the opportunity to understand how people feel about what the business does during the ongoing COVID-19 situation and to adapt if needed.

In their guide, the company continues to include examples of a successful crisis response and draw conclusions applicable to the global crisis of 2020.


Proper crisis response will help businesses maintain brand awareness and prepare audiences to reengage once the market stabilizes.

To prepare for the aftermath, businesses are advised to develop a comprehensive crisis communication strategy, as well as reevaluate their organizational setup and processes to increase agility and competitiveness in the post-COVID-19 economy.


About Digital Silk: Digital Silk is a creative digital agency focused on growing brands online. From custom websites to digital marketing, Digital Silk creates SUPERIOR digital experiences to drive higher conversions, greater brand engagement & measurable results.

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Immy Ransom
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