After Hurricane Harvey hit the Houston area, Asurion had 1,500 team members impacted and three site closures.
With the network down, a quick solution was critical to keep the lines of communication open as relief efforts launched.
I devised a unique solution for a centralized platform that would be widely accessible. It took the shape of a private, invite-only Facebook page dubbed, “Hugs for Houston.”
Upon launch, 200 team members signed up within the first 60 minutes. In the following days and weeks, messages of support flooded the site. We leveraged the platform to communicate leadership updates and resources available to help, as well as providing reports on recovery efforts.
Team members around the globe posted words and video messages of encouragement, and there was an outpouring of feedback from impacted team members expressing their gratitude, appreciation, and newfound pride in the company.
To see the team rally and come together elevated morale and demonstrated committment to a people-first culture.
What we needed:
At the onset of COVID, swift & decisive action was required to develop a comprehensive crisis communications strategy including the following:
- Clear, timely, and transparent communication to ensure employees felt informed and supported, especially as health and safety guidelines evolved.
-Unified messaging to avoid confusion or misinformation. We needed a single voice and consistent language across all teams.
-Training and support for leaders to communicate effectively, ensuring employees remained engaged despite the new challenges of remote work.
What we did:
-Established a rapid-response communication plan, including daily updates from leadership to address employee concerns.
-Launched a centralized resource hub, providing real-time updates on company policies, health guidelines, and support resources.
-Partnered with leadership to implement virtual town halls and Q&A sessions, allowing employees to voice concerns and receive real-time answers.
How it worked:
We maintained high employee engagement:
-90% participation rate in virtual town halls.
We reduced misinformation and confusion:
-Cut internal inquiries 40% through clear and proactive messaging.
We strengthened employee confidence:
-15% increase in internal trust survey scores post-implementation.
We helped successfully transition the frontline to remote work:
-Nearly 5K moved to work at home in little over a week – ensuring business continuity while prioritizing our employees well-being.
