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

55

BE SAFE BE SMART BE WELL

UNIFYING MESSAGING THEME

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