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VIRALCOMMUNICATIONS
Inspiring and
Connecting Employees
in the Age of Pandemic
Lauren Daniels
Employee Communications
USAA
2
Write a new operating manual
Keep the water cooler open
Open new lines of communication
Build TRUST and INSPIRE employees to be at their best every day
3 LESSONS IN VIRAL COMMUNICATIONS
1
2
3
3
So little information has been
released, which I understand may not
be our direct managements fault
because they don't have any.
My only complaint is the lack of
communication from my direct
manager and the other leader in our
area.
URGENCY AND FRUSTRATION
My department has had little real
communication at all
Will someone
PLEASE give us
some sort of update
or information
4
Write a New Operating Manual
• Immediately changed our routines
• Single resource for up-to-date
information
• Educate and empower leaders
4
Take 5 MEETING BUFFERS
LESSON 1
1
6
Keep the Water Cooler Open
Connecting over culture is critical
• Schedule daily team connections
• Ask and share
• Meet new “co-workers”
• Schedule spirit days
6
LESSON 2
2
7
Open New Lines of Communication
• Employees have a lot to say and a lot of
questions
• CEO as hands-on comforter, inspirer,
business leader
• Find ways to let employees tell their own
stories
• Acknowledge new challenges and
encourage employees to talk about these
7
This is a group for all employees to
build camaraderie and enjoy the fun
side of working from home.
LESSON 3
3
8
I'm not typically a person that gets emotional or thrown off
balance but Covid-19 has me stressed out in a way that I'm
struggling to handle. I want to thank USAA for getting me
home so quickly and continuing to communicate with us
on almost a daily basis. I get that ultimately USAA is a
business but appreciate that they understand taking care
of employees is the best way to take care of members.
#loyalforlife
GRATEFUL AND SETTLING IN