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. We needed to get timely, reliable information to frontline employees who were dispersed, dealing with a crisis personally, and in many cases unable to access our normal systems.
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,” and it became a communications hub where employees could get updates, access resources, and connect with one another.
I worked with leaders to establish a rapid-response process with daily check-ins so we could quickly identify concerns and address misinformation. We also implemented virtual town halls so employees could ask questions and get answers in real time.
The response was immediate. More than 170 employees joined the Facebook group within the first 60 minutes, and the virtual town halls ultimately achieved a 90% participation rate. We also reduced employee inquiries by 40% post-launch through clearer, more consistent communication.
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 showed commitment to a people-first culture.
COVID turned the concept of operations onto its head.
Policies changed. Workplaces closed. Employees had questions – and needed answers they could trust.
I led the communications strategy for navigating that uncertainty, building a rapid-response system to keep employees informed, supported, and connected as the situation evolved.
We established a single source of truth, created daily leadership communications, launched virtual town halls, and equipped leaders with the tools to communicate consistently and confidently.
The goal: Replace uncertainty with clarity, confusion with connection, and constantly changing information with communication employees could trust.
The results:
• 90% participation in virtual leader town halls
• 40% reduction in employee inquiries
• 15% increase in employee satisfaction
• 5,000 employees moved to remote work in 10 days
• 90% participation in virtual leader town halls
• 40% reduction in employee inquiries
• 15% increase in employee satisfaction
• 5,000 employees moved to remote work in 10 days
We maintained high employee engagement: Achieved 90% participation rate in virtual town halls.
We reduced misinformation and confusion: Cut inquiries 40% through clear & proactive messaging.
We transitioned the frontline population to remote work: Over 5K moved to work at home within eight days.
