S11 E4: Resilient Responses in a Crisis


For disability services, the ability to respond swiftly and effectively to crises is essential. When urgent communication is essential an in-house podcast is an effective conduit for disseminating critical information. This blog post will delve into the indispensable role of in-house in-house podcast in crisis communication for  disability services, exploring how it enables the rapid dissemination of information, addresses unforeseen challenges, provides guidance and reinforces organisational values during times of crisis.

The Imperative of Crisis Communication

Swift and Informed Responses: 

Crises can manifest in various forms, from unforeseen challenges to sudden emergencies. For  disability services, the ability to respond swiftly and keep employees informed is crucial. In-house podcast is a useful tool, ensuring rapid communication, allowing organisations to provide timely updates, guidance and reassurance to their staff, clients, parents/guardians and members of the public.

The Unpredictability of Crises: 

Crises are, by their nature, often unpredictable. Whether it’s a natural disaster, a public relations issue or a global health emergency, the unpredictable nature of crises necessitates a communication strategy that can adapt and respond in real-time. An in-house podcast offers the immediacy required to keep key stakeholders informed and connected, even in the face of the unforeseen. There is usually some warning with these events. Disability services in Australia had a month or so warning of the COVID pandemic. Bushfire seasons may be extending but their timing is generally understood. Flood events have less lead in time but even in these cases weather forecasting is improving. The point is, episodes covering these types of events can be prepared ahead of time. Basic bushfire safety preparations, is the service likely to be impacted by flooding and we should all have an understanding of what’s required in global or even domestic pandemic/epidemic outbreak. Just because it had been a century since the flu pandemic of 1918-1920 doesn’t mean it’ll be another 100 years before the next. A public relations issue can pop up at any time, especially given the nature of and ability to rapidly spread information through social media. We have time to prepare for most crises, if we have the imagination to see their possibility.

Leveraging Audio for Rapid Dissemination

Real-Time Updates and Guidance:

During a crisis, the ability to deliver real-time updates and guidance is essential. An in-house podcast serves as a medium that allows  disability services to disseminate critical information swiftly. Podcasts from leadership enable the organisation to convey important updates, provide guidance on necessary actions and reassure employees in a timely manner. And these can be set up to auto load and play during the crisis period. An email might just be missed when in the heat of a situation. These episodes are also great for spreading a sense of calm and that leadership is on the ball. This occurs through the human voice. A calm, reassuring tone is a great tool for maintaining a sense of calm across the organisation. It also requires leadership to remain calm and reassuring because if they are panicky it will show up in the voice.

With leadership on the ball, an in-house podcast allows for the conveyance of empathy and understanding through the spoken word. The human voice conveys emotions way better than an email. Reassurance and a sense of unity make an in-house podcast a powerful tool for maintaining a connection with and support for employees during challenging times.

Addressing Unforeseen Challenges

Flexibility in Communication: 

Crises often bring about unforeseen challenges that demand a flexible and adaptive communication approach. An in-house podcast provides the flexibility needed to address a variety of challenges. Whether it’s the sudden need to shift work protocols, adapt to new safety measures or address concerns, audio communication allows for swift and adaptable messaging. This can build upon the previously published preparation episodes. Think bushfires. Everyone on staff has listened to the overall plan for the organisation. They’ve developed localised bushfire plans for each location and they’re ready. A fire emergency erupts. A series of episodes flows through the organisation and directly into the ears of those on the ground. These can be reassuring: follow your plans, we are monitoring the situation, be aware this event could create behavioural triggers, make sure the evac packs are near the exit and so on. Keeping the staff on the spot focussed, calm and responsive is a major benefit of an in-house podcast.

Maintaining Employee Well-Being: 

Employee well-being is a top priority for a disability service, especially during crises. An in-house podcast becomes a channel through which organisations can address the emotional and mental well-being of their people. Personal messages from leadership, updates on support services and reminders of available resources contribute to a holistic approach to crisis communication that prioritises the welfare of employees. Basically, look after your frontline people and let them do their jobs knowing they are supported. 

Reinforcing Organisational Values

Consistency in Values Amidst Turmoil:

Crises can test the core values of an organisation. An in-house podcast reinforces and upholds these values during challenging times. Whether it’s a commitment to transparency, a dedication to employee welfare or a pledge to community service, audio communication allows organisations to consistently articulate and reinforce their values, providing a stabilising force amidst turmoil. This doesn’t need to be “in your face” in nature. Remember the human voice carries these values in the delivery. It does what very few emails can ever do.

Building Trust and Confidence:

Clear and consistent communication through an in-house podcast builds trust and confidence among employees. In times of crisis, trust in leadership and the organisation’s values becomes crucial. A crisis is great for stress testing the organisation’s policies, procedures and protocols. Not quite at the level of “No plan survives contact with the enemy” of military tradition but a crisis can have that effect on poorly structured and led organisations. An in-house podcast is a real time way to project calm, confidence and capacity if the systems fail. A calm human voice is worth far more than many realise in a crisis. By transparently communicating decisions, addressing concerns and consistently reinforcing organisational values,  disability services can instil confidence in their workforce, fostering resilience and unity.

Implementing an Effective Crisis Communication Strategy

Preparation and Planning: 

The foundation of effective crisis communication lies in preparation and planning. Disability services should have a crisis communication strategy in place that includes the use of an in-house podcast. This involves identifying key spokespersons, establishing communication channels and developing protocols for swift and transparent communication during crises.

Training and Familiarisation: 

To ensure a seamless response during a crisis, employees should be familiar with the organisation’s crisis communication protocols. Training sessions and drills that incorporate the use of an in-house podcast can prepare staff members to navigate communication channels effectively and respond appropriately in the face of adversity.

The Continuous Learning Curve

Post-Crisis Reflection: 

After a crisis has been navigated you should engage in a reflective process to evaluate the effectiveness of your communication strategy. This involves gathering feedback from employees, assessing the impact of audio communication and identifying areas for improvement. This post-crisis reflection contributes to the continuous learning curve, allowing your disability service to refine your crisis communication strategies for future challenges. It is worth remembering that another challenge is just around the corner. Each one navigated successfully means a tighter ship and a more engaged staff.

Adapting to Feedback:

Employee feedback is a valuable resource for organisations seeking to improve their crisis communication efforts. By actively seeking feedback on the effectiveness of an in-house podcast and overall communication strategies, disability services can adapt to the evolving needs and preferences of their workforce, ensuring that their crisis communication approach remains robust and responsive. Mistakes are made but they need not be terminal. A robust feedback mechanism and publicised changes and improvements demonstrate a leadership open to change and improvement. This becomes the ethos of the organisation.

Conclusion: Empowering Resilience Through Audio Communication

An in-house podcast as a linchpin in crisis communication strategies of  a disability service provides a dynamic and immediate channel for disseminating critical information, addressing unforeseen challenges and reinforcing organisational values. 

The next episode in season 11 is about Building a Consistent Organizational Voice.

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