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How 25 Brands Are Using Instagram Stories

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How 25 Brands Are Using Instagram Stories

There are over 200 Million businesses on Instagram. And, according to the platform, 90% of people on Instagram follow a business. 

Why could this be? As people are increasingly using social media to research prospective purchases, Instagram serves as an outlet for brands to creatively show their products, services, or happy customers in action.

One of the ways that brands on the app share content with audiences is through branded Instagram Stories. These Stories enable audiences to learn more about your brand and what you offer — generating interest with prospective buyers and creating trust. 

In this post, discover high-quality Instagram Story tips and tricks from businesses that effectively use the feature on the platform.

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If you’ve been on Instagram for a while now, you’re probably more than familiar with its Stories feature. But if you’re new to the platform, here’s a quick explanation of Stories:

While an individual might use a Story to show photos or videos from a vacation, work, or other aspects of their daily life, brands often use this feature to highlight photo or video content about their product, brand, or a topic related to their industry. By doing this, the brand might entertain and gain awareness from Instagrammers who enjoy tapping through random Stories.

To make your content even more interesting, you can also add GIF stickers, text overlays, filters, and interactive features — like polls and quizzes — to Stories after you upload or shoot them. You can also optimize your Story by adding text overlays with relevant hashtags or by adding handles of users that are affiliated with the content.

Whether you’re new to the app or a pro, you might be wondering where to start when it comes to using this feature for your brand. You might also worry that this strategy could be expensive, time-consuming, or require graphic design skills.

The truth is, creating Instagram Stories can actually be pretty simple and fun for your social media managers. Case in point: recent HubSpot research found that 46% of marketers already leverage the feature in their marketing strategies, and 55% are planning on increasing their investment in Stories for 2022.

To help you plan your Instagram Story strategy, we’ve compiled a list of 25 brands that have mastered the app feature. Although the brands on this list are larger companies, all of them have strategies that could be easily scaled to fit the marketing budget of smaller companies.

25 Brands Using Instagram Stories

Abercrombie & Fitch

Abercrombie and Fitch, a clothing company, often uses Instagram Stories to call attention to their offers. By sharing high-quality product photos, they’re more likely to capture audience attention, spark interest, and inspire someone to make a purchase. 

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In the image below, Abercombie and Fitch shares a Story featuring an exclusive online-only item and includes a “Tap To Shop” link. 

branded instagram story: abercrombie & fitchTakeaways: 

Abercrombie and Fitch stands out with its high-quality product photos, and the copy included in their stories. It doesn’t just share a picture of a product but also reminds viewers that it’s time to start shopping for the holidays and that they can quickly begin shopping for the holidays by tapping to shop.

LEGO

While LEGO commercials and other branding material might be more targeted to children, its Instagram approach is targeted to older audiences that will buy the product. These audiences could include young adults that love puzzle projects, or parents that might buy a set for their children.

LEGO’s Instagram primarily highlights works of art made with their products. While this might be interesting for younger people on Instagram, it could also be fascinating to older people who used to play with LEGOs and might want to buy them for their children.

LEGO adds to these Stories with interactive polls and quizzes. In a recent Story celebrating Harley Davidson, they showed a LEGO replica of a motorcycle and included a quiz that asked, “How many LEGO elements are in this life-size Harley?” This is a great example of how a brand can use a relevant quiz to engage people in an interesting way.

LEGO branded Instagram Story

Takeaways:

LEGO’s Instagram is a great example of how a brand that sells a product primarily to one age group can adjust its content for social platforms that host audiences from other generations. While they’re still on brand and hone in on LEGO nostalgia, they do a great job of creating interactive content specifically for the young adults on the platform.

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NASA

NASA leverages beautiful space imagery, pictures of cool gadgets they work with, and interesting space discovery news to create Stories that speak to science lovers. On any given day, you might see a Story about a new planet, polls related to space travel, or quick historical fun facts.

NASA’s style is surprisingly casual and easy to comprehend. Although the organization’s content discusses complex topics like space, science, and technology, its Stories do a great job at cutting to the chase by explaining what’s interesting or newsworthy in a way that’s understandable to those without science degrees.

To pull in viewers, NASA begins Stories with an interactive element or text that summarizes the topic they’ll discuss. Here are two pages they used to kick off different Story editions:

NASA Instagram Story

Takeaways:

NASA’s strategy of grabbing audiences with quick, understandable, and interesting information can be key on many fast-paced social media platforms where people merely glance at a post or tap quickly through a Story before moving on to the next interesting piece of content.

When it comes to their overall approach, NASA does a great job at leveraging the strong content and information it has readily available to create unique Stories about space. While some brands might need to get super creative and brainstorm Story content from scratch, NASA recognized that its photo and video content would align well with Instagram Stories.

If you’re part of a smaller brand that has highly visual products or content, you might want to prioritize visual social platforms like NASA has done. Not only will it be easier for you to leverage visual content that you’re already creating, but you’ll have a leg up on brands that aren’t as visual.

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Additionally, while some people might be intimidated by scientific discussions, they might still follow NASA because the brand publishes jargon-free stories that simply explain need-to-know details about complex topics. If you have a highly technical or complicated product or service, take a page from NASA’s book and use Stories as a chance to be more accessible to your audience.

MIT Technology Review

MIT Technology Review’s Instagram content isn’t only for academics and science experts. The publication actually does a great job of creating and telling stories most of the Instagram’s audiences can understand.

One of the publication’s Instagram Story strategies involves taking long-form pieces of content and abridging them for the platform. Because MIT Tech Review is verified with over 1.1 Million followers, it’s able to include “swipe ups” in Stories. A swipe up is a CTA that says something like, “Swipe up” or “Read more.” When a viewer sees it, they can swipe their finger upward to see a page or article from the publisher’s website.

If you can include swipe ups, this tactic is both creative and might be helpful for boosting traffic to full stories. Users might read an interesting, but short, Story — like the one below about 2019 technology fails — and want to swipe up to see a full long-form article.

MIT Tech Review Instagram Story

Takeaways:

While NASA leverages its exclusive visuals, MIT Tech Review similarly leverages its readily available editorial content. Rather than writing separate news content for Instagram Stories, they adapt pre-written articles that they think will be interesting to Instagram readers.

This abridged-content strategy could be excellent for publishers or brands that regularly blog. If a brand can’t link Stories to their website just yet, they could still create a shortened version of a blog post and alternatively include a page that says the article’s link can be found in the Instagram account’s bio.

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Harvard Business Review

The Harvard Business Review often centers Stories around management, professionalism, and career-life. Like the MIT Tech Review, it uses a casual tone of voice and similarly adapts long-form content into abridged Stories. However, one key difference is that HBR is a bit more interactive.

While HBR embraces Instagram’s poll, quiz, and other interactive Story features, it also gets creative by adding its own spin on interactivity to a story. In the example before, the publication shows users a burn-out checklist which they can screenshot and check off. The story then gives you advice for what to do if you checked any of the boxes.

Harvard Business Review Instagram Story

For readers that want to know more, they offer a swipe up to a long-form article on their website.

Takeaways:

Although the name “Harvard” can sound intimidating, the publication’s Stories are easy for any reader to follow. This is a great example of how a brand can succeed by talking directly to the young, more casual audience of Instagram.

On top of an understandable and relatable tone, interactive elements like checklists, polls, and quizzes might make readers think more deeply about a topic than they had before. This might pull them into content because they want to learn more or dive deeper into a topic they were asked to vote on.

Even if you aren’t a publisher, doing something similar could be equally as beneficial to your content.

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For example, if you’re running an Instagram account for an extermination company, you might start a story with a poll saying, “Do you know where bed bugs come from?” Then, you could tell a story of where they come from, how to prevent them, and how they can call an exterminator if their preventative measures don’t work.

People might tap through after taking the poll to see if they’re right about bed bug origins or because the question made them realize how worried they are about bed bugs.

America’s Test Kitchen

Like NASA, America’s Test Kitchen, a website and video blog with recipe content, doesn’t go too far off-brand with its Instagram Stories. While many of America’s Test Kitchen’s videos on other platforms show you how to make a recipe, the brand publishes behind-the-scenes kitchen videos and shots of ingredients to amp up audiences for upcoming recipe videos.

In one Story, the Test Kitchen showed photographs and videos of bacon as chefs were testing out bacon recipes. The Story then offered up a poll that asked viewers how crispy they like their bacon.

America's Test Kitchen Instagram Story

Takeaways:

While America’s Test Kitchen’s Story strategy is perfect for food publications, it could also be helpful for restaurants as well. When someone sees a video of a restaurant’s chef cooking a new dish, it might make them crave that meal and go to the restaurant to order it. Additionally, as prospective customers see chefs cooking thoroughly and with care, they might also trust that their food will be prepared well

Museum of Fine Arts, Boston

The Museum of Fine Arts, Boston uses Instagram Stories bring its current statues and paintings to life. While you might think that looking at pictures of 17th-century art might bore you, the MFA zests things up by partnering them with funny quotes, meme references, and polls.

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For example, they recently presented multiple pictures of horse-related art accompanied with lyrics from the highly-memed song, “Old Town Road.”

Museum of Fine Arts Boston's Instagram Story

Takeaways:

While the MFA is known for being prestigious and academic, it uses Instagram Stories like this to show that the brand can still be both humorous and hip.

This is an example of how a brand that could’ve been considered “dry” on Instagram thought outside the box to show off their product in a whole new way. While it can be beneficial to stay on brand if you align well with a platform, some companies or organizations, like museums or national parks, might want to experiment with odd new content strategies on fast-paced platforms like Instagram.

National Geographic

Aside from Instagram’s own account, National Geographic is the most-followed brand on the platform. Like its standard photo posts, the publisher experiments with a variety of different content styles.

While NatGeo’s Stories usually highlight mini-documentaries, they also occasionally include polls or quizzes. This is a good example of how mixing things up and experimenting with different content styles can keep your audiences on the edge wondering what type of content they might see next.

Like MIT and Harvard, National Geographic also occasionally abridges long-form content in order to promote an article or video that a viewer can swipe up to. In the example screenshotted below, they promote a video that discusses the history of NASA’s Apollo mission, while tagging NASA for some added Story optimization.

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National Geographic thanks NASA in an Instagram Story

The brand has also dabbled with sponsored content. In one edition, sponsored by Barbie, they told the story of a female conservation photographer. This was an interesting example of a sponsorship which allowed National Geographic to tell a beautifully shot story about nature, while aligning with Barbie’s mission to encourage female empowerment.

National Geographic Partnered with Barbie for an Instagram Story

Takeaways:

Like MIT Tech Review and NASA, National Geographic leverages the beautiful and exclusive imagery it already has to adapt interesting on-brand content for Instagram. This allows the company to use their resources in an economic way while also promoting long-form content that goes into more detail than the Story does.

While NatGeo does a great job of adapting content, it also experiments with partner content. When even small brands partner with other companies to create content, production can be more affordable, and launching the content could help both brands gain fans from the other’s base.

YouTube Music

YouTube Music uses its Instagram account to inspire users to download the YouTube Music streaming app. By pairing high-quality visuals with audio snippets, viewers get an exciting preview of what’s to come when they download the app. 

YouTube Music branded Instagram Story

Takeaways:

Listening to music is typically an audio-only activity, where people click play and, well, listen. YouTube Music uses Instagram Stories to take the music listening experience to the next level by sharing song snippets paired with high-quality photos of the artists, which is not something that usually goes along with listening to music. 

Audience members know that YouTube sometimes connects the song to the artist, and users may excitedly check its Stories to see if a photo is shared of their favorite artist.

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Outback Steakhouse

Like America’s Test Kitchen, the restaurant chain Outback Steakhouse leverages images of delicious food and polls to engage its Instagram Story audiences.

While some Stories feel like ads by discussing promos and deals, others feel more interactive and creative.

For example, in one recent Story, users were shown multiple Outback menu items for each dinner course, then they were asked to vote on which meal they wanted for each course. At the end of the Story, Outback noted a multicourse dinner deal they were offering. This is a great way of highlighting multiple products at once without making your audiences feel overwhelmed.

Outback Steakhouse uses poll tool in Instagram Story

Takeaways:

If you can’t think of an idea for a Story with a more traditional plot and narrative, Outback proves that you can still pull people through a series of images in a way that feels more like an interactive experience than an ad.

A variety of different brands could take on a similar strategy. For example, if you were a marketer for a shoe company could post a Story that allows people to vote on the shoe styles that they’d wear for different occasions. This type of story would allow your audiences to see and weigh in on two different styles of your products at once.

Later, when they can’t figure out which shoes they want to wear to an outing, they might remember your Story and go to your shoe outlet knowing you have a bunch of different options.

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Nike

Nike’s Instagram Stories feature interviews with prominent athletes who use Nike products. During the interviews, the athletes talk about their career accomplishments, rather than focusing on Nike products.

In the example below, soccer player Alex Morgan told the story about how she realized she wanted a different career path than her sister.

Nike Interviews an Athlete in its Instagram Story

Although this has nothing to do with shoes, the content aims to motivate athletes who might want to purchase shoes worn by other successful people in the sporting industry.

Takeaways:

Leveraging relevant influencers, like Nike, allows you to create content that aligns with your brand without purely focusing on your product.

People might watch these Stories to learn more about the famous athletes being interviewed. Then, they might trust Nike’s brand more because these successful athletes also trust its products.

While a small company might not be able to hire or film a famous athlete or influencer, they could still experiment with a similar strategy by interviewing smaller influencers or experts within their industry.

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For example, if a gym owner wants to gain more clients, they could interview a local athlete about their goals, accomplishments, and what motivates them. People interested in the local athlete might watch the video to learn more about the person, but then consider a gym membership if they want to have similar athletic accomplishments.

Black Girl Sunscreen

Black Girl Sunscreen is a beauty brand that sells sun safety products. It uses its Instagram to share high-quality product photos, share influencer collaborations, and educate audiences on the importance of sun safety and using its products. 

In Stories, Black Girl Sunscreen often shares user-generated content of audiences using its products and relevant brand announcements, like the Cyber Monday announcement shown in the image below. 

Black Girl Sunscreen branded Instagram story

Takeaways:

A great way to keep users engaged on your profile is to share exciting content with them, especially when it comes to upcoming deals. People want to know when they’ll have access to deals for their favorite products, so sharing these announcements on Instagram Stories is a valuable strategy.

Airbnb

Stories are a major part of the travel company’s Instagram strategy. In fact, they have a few different styles of Stories. For example, which gives short profiles of Airbnb customers is called “Experiences, while another — called “Adventures” combines curated and Airbnb-recorded content to show documentaries of unique vacations around the world.

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Here’s an example of one of Airbnb’s experience pieces which centers around a customer who regularly stays in Brooklyn. Aside from explaining what the customer does, Airbnb also uses polls and quizzes related to her job to get people interested in the history she researches:

Airbnb highlights customers in its Instagram Stories

While Airbnb creates a lot of high-quality video and animated content for its stories, they also don’t shy away from sharing high definition customer videos while crediting and tagging them.

Here’s another screenshot from one of the brand’s Adventure Stories where they included videos of an Airbnb customer swimming with sharks and credited them with their account handle:

Airbnb Instagram Story features video from customers

Takeaways:

One of the best ways to gain brand trust is by telling or presenting stories from happy customers. Airbnb’s Instagram team recognizes this and centers its storytelling strategy around that.

While they film and present their own beautiful footage and documentaries, they also are wise to share user-curated videos and images — a great opportunity to show its fans how pleased customers were with their trips.

Although this customer experience strategy works well for Airbnb, it could work for a variety of other companies, especially if they are still building up their customer base or selling a disruptive product that no one’s used before.

For example, if a new ride-share company had a few happy customers but wanted to boost its marketing strategy, it might create Stories where customers talk about interesting places that their shared ride brought them to, or maybe they’d discuss an interesting driver they met on a long ride. They could earn trust when prospective customers see how happy and safe customers felt when using the ride-share service.

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Starbucks

Starbucks uses Stories to share customer testimonies, new product launches, and other interactive content. Although a lot of the brand’s content revolves around its drinks, the Stories don’t feel like advertisements because they embrace fun facts and interactive polls and quizzes.

In one example, Starbucks asks viewers to guess which drink is coming back. It then shares the best answers and reveals the S’mores Frap and image. To add some extra interactivity, viewers can vote on what type of S’mores Frap they prefer and guess how many s’mores are shown in a video.

Starbucks Instagram Story

Takeaways:

Even if they center specifically around a product rather than a narrative or plotline, Stories like these can still be fun from beginning to end. Starbucks does a great job of using interactive features to engage viewers.

By offering open ended questions and quizzes, they might engage with people who don’t like a specific beverage, but want to guess anyway. With the polls, they can gain similar engagement, while also possibly learning more about what drinks and flavors their audience prefers.

Telfar

Telfar is a luxury fashion brand well known for its bags. Like many other brands on the list, it uses Instagram to share new product announcements, user-generated content, and high-quality product photos. 

In the image below, Telfar uses Stories to share info about an upcoming event

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telfar branded Instagram story

Takeaways:

People spend a significant amount of time on social media per day, so announcing events on Instagram Stories is a valuable strategy. You’re likely to reach your audiences where they spend a significant amount of time, and they’ll be excited by the opportunity to participate in an event for your business.

Instagram

Yes. Obviously Instagram is excellent at posting Stories on its own platform. But, even though the brand is giant, they still rely on their fanbase for most of the content.

Almost all of Instagram’s Stories are filled with photos or videos submitted by users. This allows Instagram to show off some of the most beautiful imagery and the most interesting videos on the platform. Because they tag and credit users who submitted content, they also give those accounts some great promotion. This, in turn, makes Instagram look like they care about their community and how people are using the app.

Here’s a screenshot from a motivational story created by an Instagram user:

Instagram's Instagram Story with curated content from users

Takeaways:

Whether you’re marketing a small business or large business, you always want to be picking “low hanging fruit.” For those that don’t know this common startup saying, it means that if you see a huge opportunity in front of you, you should grab it. Just like you would grab a delicious-looking apple that was hanging low to the ground off of a tall tree.

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By sourcing and republishing interesting content from some of its most engaging users, Instagram grabs its low hanging fruit and makes a delicious juice out of it.

Odds are, you’re not Instagram’s size — and you probably don’t have your own thriving social platform to pull content from. But, this doesn’t mean you can’t curate content from your customers in a more scalable way.

Like Airbnb, Instagram benefits greatly from highlighting content that was already created by its fans. If you’re a small business that regularly gets some type of content from your customers or fans, you can create a sense of trust and community by sharing it and acknowledging those individuals.

For example, if you run marketing for a clothing outlet and keep getting pictures of people wearing the dresses it sells, you could make a Story that shows photos from customers who wore those outfits to different outings. Like Instagram, you could tag those customers so they or their followers might see the Story.

In another scenario, say you’re running a local art studio. You might want to publish a Story that includes photos, sculptures, and paintings from your students. This allows your students to feel like you care about their success and want to share it, while also showing prospective students how much they could learn if they took your classes.

Sephora

Sephora is an international retailer for beauty products and personal care items. With more than 20 million followers, audiences turn to their accounts to view educational content about the products they sell, collaborations with influencers, and unique images and videos about products. 

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The images below show that the brand shares informational content about its rewards program and upcoming offers on Instagram Stories. 

sephora (1)

Takeaways:

Sephora’s Beauty Insider Rewards program is well known, as people can exchange points from purchases to receive free items. Sephora uses Instagram stories to show users what products they can expect to have access to with a certain number of points, generating excitement among users and inspiring them to make purchases to receive their free items. 

NBA

The NBA regularly posts behind-the-scenes styled Instagram Stories which might highlight post-game celebrations, interviews, and other off-the-court happenings.

For example, a recent Story followed the Toronto Raptors parade in Ontario, Canada and showed clips of players with family members and posing for photo ops with the Canadian rapper, Drake.

NBA Instagram Story

Takeaways:

When you show the people behind a company or brand, it makes it feel more relatable or trustworthy. With the NBA, we often see players looking serious and tough as they play basketball. But, when you see them off the court, you realize that they’re human, just like you.

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Although someone might not be a sports fan, they might still watch behind-the-scenes stories like this to learn more about the faces behind the brand or to get insight on how the world of sports works.

In other industries, people might also respond well to behind-the-scenes video. For example, if you’re marketing for a school or gym where professors and trainers might seem intimidating to prospects, showing Instagram Stories that follow them in their daily lives might make prospects less apprehensive about signing up for a course or membership.

Wayfair

Wayfair, an online furniture and home-decor company, publishes Stories that fall into five home-related categories: Wall Art Wednesday, #WayfairAtHome, Home Renos, Multifunctional, and Design Services.

When you visit its account page, instead of featuring multiple individual stories, they show you icons for each category. Once you click in, you’ll see multiple Stories that relate to each group.

How Wayfair organizes Instagram Stories on its profile

Regardless of which category the Story falls into, Wayfair is always creatively weaving product shots into it in either a humorous or creative way.

Here’s a screenshot from a Story where the brand uses humor to show off wall art:

Wayfair jokes about wall-hangings in its Instagram Story

In another example, they give valuable tips for home renovation that acknowledge Wayfair products:

Wayfair highlights spice rack in Instagram Story

Wayfair includes a “See more.” swipe up call to action in every page of its Stories which allows viewers to swipe directly to a product immediately after its shown.

Takeaways:

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If you’re working at an ecommerce company, or want to highlight and sell products quickly, Wayfair’s strategy could be beneficial. These Stories allow possible customers to see products in action and used in real-life scenarios, which might make them want to make a purchase.

If you can’t link your website to your Story, you could alternatively stick a product line link in your Instagram bio, then create a Story highlighting products that will be shown on that webpage. At the end of it, rather than including a linked call to action, you could direct viewers to your bio.

If you end up creating a bunch of Stories that fit into just a few categories, you might also want to consider presenting them as featured Stories like Wayfair does on its profile. That way, if someone is interested in one product category over another, they’ll know where to click to see relevant content.

Caffe Nero

The New England-based Italian coffee chain, Caffe Nero, uses its Instagram Stories to highlight new products, menu items, and it’s baristas. Recently, the company posted a Story about its “Barista of the Year” competition and award which highlighted the winner as well as eight baristas who were named as finalists.

Caffe Nero Instagram Story

Takeaways:

Whether you’re marketing for a local business or a chain, Stories can be a helpful way to highlight unique aspects of your brand — especially devoted and friendly staff.

By highlighting nine highly-skilled baristas and showing an award ceremony, Caffe Nero shows prospective customers that its employees are pleasant, want to help customers, are good at making coffee, and enjoy their jobs. It also makes Caffe Nero look like a brand that cares about both its staff and good customer experiences.

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If someone has to pick between a huge restaurant chain with unhappy staff and a smaller chain with staff that cares about customer happiness, odds are, they’ll probably choose the second option because their experience might be smoother and more pleasant.

New York University

NYU’s Stories center around topics that you might see in a student newspaper. In any given story edition, you might find student profiles, historical fun facts about NYU, graduation speeches, and university-related newsbites.

In one Story, published on Valentine’s Day, NYU discussed alumni who fell in love:

NYU Valentines Day Instagram Story

In the same Story, they also highlighted instances of sibling students

NYU highlights sibling classmates in Instagram Story

And just recently, NYU published footage of its Pride Parade:

NYU covers Pride Parade in Instagram Story

Takeaways:

Because Gen-Z and millennials flock to Instagram, this type of student-friendly content seems very well targeted. While many in Gen-Z are starting to enroll in college programs, some millennials might still be thinking about getting a first or second degree.

When prospective students are preparing to make a huge investment in college, they want to choose a school that cares about its students. With the strategy of telling interesting student stories and covering campus events, NYU gives possible students an idea of what going to the school might be like. These Stories might also show them how fun and diverse NYU could be.

If you’re part of a business that requires students or customers to pay large annual fees, one great way of showing them it’s worth it is by highlighting current customers or students. Emotionally, prospects might connect with people in their situation who are happy with a big investment that they made.

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While this strategy works well for colleges and universities, it might also benefit other programs, such as a networking organization. For example, if you’re trying to market a group where members pay to attend networking events, workshops, or other career training, you might post Stories that talk about members who found jobs after joining, or use the platform to show videos of current members at an interesting networking workshop.

Planet Fitness

Planet Fitness leverages its diverse customer base by promoting gym triumphs in its Instagram Stories. Its featured Story includes one customer triumph or success story on each page with teaser language encouraging viewers to swipe up to the Planet Fitness website.

Planet Fitness Instagram Story

The best thing about this Story is that it shows successes from a wide range of people. While you might see a highlight about an athlete preparing for a marathon one day, you’ll also regularly see moms going to the gym, friends working out together, or other testimonials about customer milestones.

Takeaways:

Planet Fitness continues to define itself as a “judgement-free zone” by showing realistic accomplishments by every-day people. Those who want to go to the gym might see these stories and feel like Planet Fitness is a realistic and welcoming place for them to start working out.

Every-day person success Stories can be a great way to lighten up your brand image if you think prospects are too nervous to come to you. Aside from gyms, this could be an approach for other businesses or brands that might be intimidating to customers.

For example, because people can get nervous around lawyers, a law firm might want to use Stories to post video testimonials from clients who won their court cases with help from the organization. In another scenario, a nutritionist might have patients volunteer to talk about their wellness success. 

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The Jimmy Fund

The non-profit organization which raises money for cancer research and treatments regularly keeps Instagram followers up to date with the projects its funding, cancer-survivor testimonials, and updates on its annual 5K Fun Runs.

Although cancer is a tough topic, The Jimmy Fund’s Stories are optimistic and promote the charity’s successes.

In one Story, the organization toured a state of the art cancer treatment center that they had helped fund:

Jimmy Fund Instagram Story at Cancer Center

In another, a cancer survivor gives five tips for living with the disease:

Jimmy Fund Instagram Story where cancer survivor gives tips to others with the disease

Takeaways:

If you’re a marketer for an organization that asks for donations or funding, you might already know that you’ll need to gain trust from your following in order to get the money you need. One of the best ways to show that someone’s donation will be put to good use is to promote how the funds are effectively being used to help others.

By using the Stories feature to present funded projects, like new cancer treatment centers, viewers can literally see what their money could go toward.

If you’re just getting a philanthropic organization or fund off of the ground, another way to earn trust could be by creating content that is valuable to the group you’re trying to help.

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For example, along with noting what the charity has been funding, The Jimmy Fund also posts advice for cancer patients and cancer survivors. While those living with cancer can benefit from this, those who aren’t will see that the organization genuinely cares about the group it says it supports.

Lowe’s

The home-improvement store uses a variety of different story styles to show off its products. While most are created by Lowe’s, other [1]stories are curated from customers.

In one curated story, viewers can watch a woman refloor her bathroom with tiles she bought at Lowe’s:

Lowe's How-to Home Improvement Instagram Story

In a story created by Lowe’s, the brand takes a similar approach as Outback Steakhouse by allowing viewers to vote on which type of paint color they preferred in a specific room:

Lowe's uses polling tool in an Instagram Story

Takeaways:

While home-improvement might be nerve-wracking to someone who hasn’t done it before, Lowe’s uses colorful imagery and creative stories to show how fun and creative it can be. Because Lowe’s shows its own tools in these stories, novices who don’t want to be overwhelmed by product choices might just buy the exact same supplies so they can replicate what they’ve already seen.

If your company offers DIY products, whether they relate to home-making, cooking, art, or other activities, showing them in action can be a really great way to encourage purchases. How-tos and demonstrations can excite prospective customers and show them how easy it can be to do a home project. Because of this, they might run straight to your store to buy similar supplies or ask your staff to show them other products for another DIY project.

Tips for Creating an Instagram Story

If this list has inspired you to create a branded Instagram Story, here are a few key takeaways to remember as you begin to brainstorm your first edition.

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  • Identify and leverage content that might already align well with the platform. Do you have great customers that you can interview on camera? Or photos or videos of your product or service in action? While you’ll still want to adapt imagery or Story lengths to fit the platform, don’t be afraid to publish Stories with curated or pre-created content that you think will engage Instagrammers and prospective customers.
  • Create content specifically for the platform’s audience. Whether you’re adapting content or creating it from scratch, make sure you’re posting about topics that younger and more-visual Instagram audiences will engage with.
  • Use interactive features like questions, polls, and quizzes. These add depth to a story and might enable users to think about each topic more seriously.
  • Keep stories quick and to the point. Don’t overwhelm your audiences with too much text or too many pages. This might cause them to tap out of your story.
  • Add a swipe up if you can. These can be a great way to gain traffic through Instagram. Don’t have the swipe up feature yet? Here’s how you can get it.

Stories can be a great way to add some unique and engaging content to your Instagram strategy. If you’re ready to make one, but feel overwhelmed by all the app’s features, leverage the strategies used by the brands on this list — your audience will surely enjoy it. 

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The Current State of Google’s Search Generative Experience [What It Means for SEO in 2024]

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By Tinuiti Team

SEO enthusiasts, known for naming algorithm updates after animals and embracing melodrama, find themselves in a landscape where the “adapt or die” mantra prevails. So when Google announced the launch of its Search Generative Experience (SGE) in May of 2023 at Google/IO, you can imagine the reaction was immense.

Although SGE has the potential to be a truly transformative force in the landscape, we’re still waiting for SGE to move out of the Google Labs Sandbox and integrate into standard search results. 

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Curious about our current take on SGE and its potential impact on SEO in the future? Read on for more.

Decoding Google’s Defensive Move

In response to potential threats from competitors like ChatGPT, Bing, TikTok, Reddit, and Amazon, Google introduced SGE as a defensive maneuver. However, its initial beta release raised questions about its readiness and global deployment.

ChatGPT provided an existential threat that had the potential to eat into Google’s market share. When Bing started incorporating it into its search results, it was one of the most significant wins for Bing in a decade. In combination with threats from TikTok, Reddit, and Amazon, we see a more fractured search landscape less dominated by Google. Upon its launch, the expectation was that Google would push its SGE solution globally, impact most queries, and massively shake up organic search results and strategies to improve organic visibility.

Now, industry leaders are starting to question if Google is better off leaving SGE in the testing ground in Google labs. According to Google’s recent update, it appears that SGE will remain an opt-in experience in Google Labs (for at least the short term). If SGE was released, there could be a fundamental reset in understanding SEO. Everything from organic traffic to optimization tactics to tracking tools would need adjustments for the new experience. Therefore, the prospect of SGE staying in Google Labs is comforting if not entirely reliable. 

The ever-present option is that Google can change its mind at any point and push SGE out broadly as part of its standard search experience. For this reason, we see value in learning from our observations with SGE and continuing to stay on top of the experience.

SGE User Experience and Operational Challenges

If you’ve signed up for search labs and have been experimenting with SGE for a while, you know firsthand there are various issues that Google should address before rolling it out broadly to the public.

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At a high level, these issues fall into two broad categories including user experience issues and operational issues.

Below are some significant issues we’ve come across, with Google making notable progress in addressing certain ones, while others still require improvement:

  • Load time – Too many AI-generated answers take longer to load than a user is willing to wait. Google recommends less than a 3-second load time to meet expectations. They’ll need to figure out how to consistently return results quickly if they want to see a higher adoption rate.
  • Layout – The SGE layout is massive. We believe any major rollout will be more streamlined to make it a less intrusive experience for users and allow more visibility for ads, and if we’re lucky, organic results. Unfortunately, there is still a decent chance that organic results will move below the fold, especially on mobile devices. Recently, Google has incorporated more results where users are prompted to generate the AI result if they’d like to see it. The hope is Google makes this the default in the event of a broad rollout where users can generate an AI result if they want one instead of assuming that’s what a user would like to see. 
  • Redundancy – The AI result duplicates features from the map pack and quick answer results. 
  • Attribution – Due to user feedback, Google includes sources on several of their AI-powered overviews where you can see relevant web pages if there is an arrow next to the result. Currently, the best way to appear as one of these relevant pages is to be one of the top-ranked results, which is convenient from an optimization standpoint. Changes to how attribution and sourcing are handled could heavily impact organic strategies. 

On the operational side, Google also faces significant hurdles to making SGE a viable product for its traditional search product. The biggest obstacle appears to be making the cost associated with the technology worth the business outcomes it provides. If this was a necessary investment to maintain market share, Google might be willing to eat the cost, but if their current position is relatively stable, Google doesn’t have much of an incentive to take on the additional cost burden of heavily leveraging generative AI while also presumably taking a hit to their ad revenue. Especially since slow user adoption doesn’t indicate this is something users are demanding at the moment.

While the current experience of SGE is including ads above the generative results now, the earliest iterations didn’t heavily feature sponsored ads. While they are now included, the current SGE layout would still significantly disrupt the ad experience we’re used to. During the Google I/O announcement, they made a statement to reassure advertisers they would be mindful of maintaining a distinct ad experience in search.  

“In this new generative experience, Search ads will continue to appear in dedicated ad slots throughout the page. And we’ll continue to uphold our commitment to ads transparency and making sure ads are distinguishable from organic search results” – Elizabeth Reid, VP, Search at Google

Google is trying to thread a delicate needle here of staying on the cutting edge with their search features, while trying not to upset their advertisers and needlessly hinder their own revenue stream. Roger Montti details more of the operational issues in a recent article digging into the surprising reasons SGE is stuck in Google Labs.

He lists three big problems that need to be solved before SGE will be integrated into the foreground of search:

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  1. Large Language Models being inadequate as an information retrieval system
  2. The inefficiency and cost of transformer architecture
  3. Hallucinating (providing inaccurate answers)

Until SGE provides more user value and checks more boxes on the business sense side, the traditional search experience is here to stay. Unfortunately, we don’t know when or if Google will ever feel confident they’ve addressed all of these concerns, so we’ll need to stay prepared for change.

Experts Chime in on Search Generative Experience

Our team has been actively engaging with SGE, here’s a closer look at their thoughts and opinions on the experience so far:

“With SGE still in its early stages, I’ve noticed consistent changes in how the generative results are produced and weaved naturally into the SERPs. Because of this, I feel it is imperative to stay on top of these on-going changes to ensure we can continue to educate our clients on what to expect when SGE is officially incorporated into our everyday lives. Although an official launch date is currently unknown, I believe proactively testing various prompt types and recording our learnings is important to prepare our clients for this next evolution of Google search.”

– Jon Pagano, SEO Sr. Specialist at Tinuiti

“It’s been exciting to watch SGE grow through different variations over the last year, but like other AI solutions its potential still outweighs its functionality and usefulness. What’s interesting to see is that SGE doesn’t just cite its sources of information, but also provides an enhanced preview of each webpage referenced. This presents a unique organic opportunity where previously untouchable top 10 rankings are far more accessible to the average website. Time will tell what the top ranking factors for SGE are, but verifiable content with strong E-E-A-T signals will be imperative.”

–Kate Fischer, SEO Specialist at Tinuiti

“Traditionally, AI tools were very good at analytical tasks. With the rise of ChatGPT, users can have long-form, multi-question conversations not yet available in search results. When, not if, released, Google’s Generative Experience will transform how we view AI and search. Because there are so many unknowns, some of the most impactful ways we prepare our clients are to discover and develop SEO strategies that AI tools can’t directly disrupt, like mid to low funnel content.”

– Brandon Miller, SEO Specialist at Tinuiti

“SGE is going to make a huge impact on the ecommerce industry by changing the way users interact with the search results. Improved shopping experience will allow users to compare products, price match, and read reviews in order to make it quicker and easier for a user to find the best deals and purchase. Although this leads to more competitive results, it also improves organic visibility and expands our product reach. It is more important than ever to ensure all elements of a page are uniquely and specifically optimized for search. With the SGE updates expected to continue to impact search results, the best way to stay ahead is by focusing on strong user focused content and detailed product page optimizations.” 

– Kellie Daley, SEO Sr. Specialist at Tinuiti

Navigating the Clash of Trends

One of the most interesting aspects of the generative AI trend in search is that it appears to be in direct opposition to other recent trends.

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One of the ways Google has historically evaluated the efficacy of its search ranking systems is through the manual review of quality raters. In their quality rater guidelines, raters were instructed to review for things like expertise, authority, and trustworthiness (EAT) in results to determine if Google results are providing users the information they deserve. 

In 2022, Google updated their search guidelines to include another ‘e’ in the form of experience (EEAT). In their words, Google wanted to better assess if the content a user was consuming was created by someone with, “a degree of experience, such as with actual use of a product, having actually visited a place or communicating what a person has experienced. There are some situations where really what you value most is content produced by someone who has firsthand, life experience on the topic at hand.” 

Generative AI results, while cutting-edge technology and wildly impressive in some cases, stand in direct opposition to the principles of E-E-A-T. That’s not to say that there’s no room for both in search, but Google will have to determine what it thinks users value more between these competing trends. The slow adoption of SGE could be an indication that a preference for human experience, expertise, authority, and trust is winning round one in this fight. 

Along these lines, Google is also diversifying its search results to cater to the format in which users get their information. This takes the form of their Perspectives Filter. Also announced at Google I/O 2023, the perspectives filter incorporates more video, image, and discussion board posts from places like TikTok, YouTube, Reddit, and Quora. Once again, this trend shows the emphasis and value searchers place on experience and perspective. Users value individual experience over the impersonal conveyance of information. AI will never have these two things, even if it can provide a convincing imitation.

The current iteration of SGE seems to go too far in dismissing these trends in favor of generative AI. It’s an interesting challenge Google faces. If they don’t determine the prevailing trend correctly, veering too far in one direction can push more market share to ChatGPT or platforms like YouTube and TikTok.

Final Thoughts

The range of outcomes remains broad and fascinating for SGE. We can see this developing in different ways, and prognostication offers little value, but it’s invaluable to know the potential outcomes and prepare for as many of them as possible.

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It’s critical that you or your search agency be interacting and experimenting with SGE because:

  • The format and results will most likely continue to see significant changes
  • This space moves quickly and it’s easy to fall behind
  • Google may fix all of the issues with SGE and decide to push it live, changing the landscape of search overnight
  • SGE experiments could inform other AI elements incorporated into the search experience

Ultimately, optimizing for the specific SGE experience we see now is less important because we know it will inevitably continue changing. We see more value in recognizing the trends and problems Google is trying to solve with this technology. With how quickly this space moves, any specifics mentioned in this article could be outdated in a week. That’s why focusing on intention and process is important at this stage of the game.

By understanding the future needs and wants SGE is attempting to address, we can help you future-proof your search strategies as much as possible. To some extent we’re always at the whims of the algorithm, but by maintaining a user-centric approach, you can make your customers happy, regardless of how they find you.

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How to create editorial guidelines that are useful + template

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How to create editorial guidelines that are useful + template

Before diving in to all things editorial guidelines, a quick introduction. I head up the content team here at Optimizely. I’m responsible for developing our content strategy and ensuring this aligns to our key business goals.

Here I’ll take you through the process we used to create new editorial guidelines; things that worked well and tackle some of the challenges that come with any good multi – stakeholder project, share some examples and leave you with a template you can use to set your own content standards.

What are editorial guidelines?

Editorial guidelines are a set of standards for any/all content contributors, etc. etc. This most often includes guidance on brand, tone of voice, grammar and style, your core content principles and the types of content you want to produce.

Editorial guidelines are a core component of any good content strategy and can help marketers achieve the following in their content creation process:

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  • Consistency: All content produced, regardless of who is creating it, maintains a consistent tone of voice and style, helping strengthen brand image and making it easier for your audience to recognize your company’s content  
  • Quality Control: Serves as a ‘North Star’ for content quality, drawing a line in the sand to communicate the standard of content we want to produce 
  • Boosts SEO efforts: Ensures content creation aligns with SEO efforts, improving company visibility and increasing traffic 
  • Efficiency: With clear guidelines in place, content creators – external and internal – can work more efficiently as they have a clear understanding of what is expected of them 

Examples of editorial guidelines

There are some great examples of editorial guidelines out there to help you get started.

Here are a few I used: 

1. Editorial Values and Standards, the BBC

 

Ah, the Beeb. This really helped me channel my inner journalist and learn from the folks that built the foundation for free quality journalism. 

How to create editorial guidelines, Pepperland Marketing

pepperlandmarketingblogpostoneditorialguidelines

After taking a more big picture view I recognized needed more focused guidance on the step by step of creating editorial guidelines.

I really liked the content the good folks at Pepperland Marketing have created, including a free template – thanks guys! – and in part what inspired me to create our own free template as a way of sharing learnings and helping others quickstart the process of creating their own guidelines.

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3. Writing guidelines for the role of AI in your newsroom?… Nieman Lab

NiemanLabsguidanceonroleofaiinyournewsroom

As well as provide guidance on content quality and the content creation process, I wanted to tackle the thorny topic of AI in our editorial guidelines. Specifically, to give content creators a steer on ‘fair’ use of AI when creating content, to ensure creators get to benefit from the amazing power of these tools, but also that content is not created 100% by AI and help them understand why we feel that contravenes our core content principles of content quality. 

So, to learn more I devoured this fascinating article, sourcing guidance from major media outlets around the world. I know things change very quickly when it comes to AI, but I highly encourage reading this and taking inspiration from how these media outlets are tackling this topic. 

Learn more: The Marketer’s Guide to AI-generated content

Why did we decide to create editorial guidelines?

1. Aligning content creators to a clear vision and process

Optimizely as a business has undergone a huge transformation over the last 3 years, going through rapid acquisition and all the joys and frustrations that can bring. As a content team, we quickly recognized the need to create a set of clear and engaging guidelines that helps content creators understand how and where they can contribute, and gave a clear process to follow when submitting a content idea for consideration. 

2. Reinvigorated approach to brand and content 

As a brand Optimizely is also going through a brand evolution – moving from a more formal, considered tone of voice to one that’s much more approachable, down to earth and not afraid to use humor, different in content and execution. 

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See, our latest CMS campaign creative:

Mock ups of Optimizely CMS campaign creative

It’s pretty out there in terms of creative and messaging. It’s an ad campaign that’s designed to capture attention yes, but also – to demonstrate our abilities as a marketing team to create this type of campaign that is normally reserved for other more quote unquote creative industries. 

We wanted to give guidance to fellow content creators outside the team on how they can also create content that embraces this evolved tone of voice, while at the same time ensuring content adheres to our brand guidelines.

3. Streamline content creation process

Like many global enterprises we have many different content creators, working across different time zones and locations. Documenting a set of guidelines and making them easily available helps content creators quickly understand our content goals, the types of content we want to create and why. It would free up content team time spent with individual contributors reviewing and editing submissions, and would ensure creation and optimization aligns to broader content & business goals.

It was also clear that we needed to document a process for submitting content ideas, so we made sure to include this in the guidelines themselves to make it easy and accessible for all contributors. 

4. 2023 retrospective priority 

As a content team we regularly review our content strategy and processes to ensure we’re operating as efficiently as possible.

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In our last retrospective. I asked my team ‘what was the one thing I could do as a manager to help them be more impactful in their role?’

Editorial guidelines was the number 1 item on their list. 

So off we went… 

What we did

  • Defined a discrete scope of work for the first version of the editorial guidelines, focusing on the Blog and Resources section of the website. This is where the content team spends most of its time and so has most involvement in the content creation process. Also where the most challenging bottlenecks have been in the past
  • Research. Reviewed what was out there, got my hands on a few free templates and assembled a framework to create a first version for inputs and feedback 
  • Asked content community – I put a few questions out to my network on LinkedIn on the topic of content guidelines and content strategy, seeking to get input and guidance from smart marketers.  

linkedinpostoneditorialguidelines

Combining two of my great passions in life – content strategy and Arrested Development – in one LinkedIn post (Feb 2024)

  • Invited feedback: Over the course of a few weekswe invited collaborators to comment in a shared doc as a way of taking iterative feedback, getting ideas for the next scope of work, and also – bringing people on the journey of creating the guidelines. Look at all those reviewers! Doing this within our Content Marketing Platform (CMP) ensured that all that feedback was captured in one place, and that we could manage the process clearly, step by step:

Optimizelycmpscreenshotofeditorialguidelines

Look at all those collaborators! Thanks guys! And all of those beautiful ticks, so satisfying. So glad I could crop out the total outstanding tasks for this screen grab too (Source – Optimizely CMP) 

  • Updated content workflow: Now we have clear, documented guidance in place, we’ve included this as a step – the first step – in the workflow used for blog post creation: 

Optimizely CMP screenshot of editorial guideline review

Source: Optimizely CMP

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Results

It’s early days but we’re already seeing more engagement with the content creation process, especially amongst the teams involved in building the guidelines (which was part of the rationale in the first place :))

Screenshot of teams message editorial guidelines

Source: My Teams chat 

It’s inspired teams to think differently about the types of content we want to produce going forwards – for the blog and beyond.

I’d also say it’s boosted team morale and collaboration, helping different teams work together on shared goals to produce better quality work.

What’s next?

We’re busy planning wider communication of the editorial guidelines beyond marketing. We’ve kept the original draft and regularly share this with existing and potential collaborators for ongoing commentary, ideas and feedback.

Creating guidelines has also sparked discussion about the types of briefs and templates we want and need to create in CMP to support creating different assets. Finding the right balance between creative approach and using templates to scale content production is key. 

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We’ll review these guidelines on a quarterly basis and evolve as needed, adding new formats and channels as we go.

Key takeaways

  • Editorial guidelines are a useful way to guide content creators as part of your overall content strategy
  • Taking the time to do research upfront can help accelerate seemingly complex projects. Don’t be afraid to ask your community for inputs and advice as you create
  • Keep the scope small at first rather than trying to align everything all at once. Test and learn as you go
  • Work with stakeholders to build guidelines from the ground up to ensure you create a framework that is useful, relevant and used

And lastly, here’s that free template we created to help you build or evolve your own editorial guidelines!

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Effective Communication in Business as a Crisis Management Strategy

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Effective Communication in Business as a Crisis Management Strategy

Everyday business life is full of challenges. These include data breaches, product recalls, market downturns and public relations conflicts that can erupt at any moment. Such situations pose a significant threat to a company’s financial health, brand image, or even its further existence. However, only 49% of businesses in the US have a crisis communications plan. It is a big mistake, as such a strategy can build trust, minimize damage, and even strengthen the company after it survives the crisis. Let’s discover how communication can transform your crisis and weather the chaos.

The ruining impact of the crisis on business

A crisis can ruin a company. Naturally, it brings losses. But the actual consequences are far worse than lost profits. It is about people behind the business – they feel the weight of uncertainty and fear. Employees start worrying about their jobs, customers might lose faith in the brand they once trusted, and investors could start looking elsewhere. It can affect the brand image and everything you build from the branding, business logo, social media can be ruined. Even after the crisis recovery, the company’s reputation can suffer, and costly efforts might be needed to rebuild trust and regain momentum. So, any sign of a coming crisis should be immediately addressed. Communication is one of the crisis management strategies that can exacerbate the situation.  

The power of effective communication

Even a short-term crisis may have irreversible consequences – a damaged reputation, high employee turnover, and loss of investors. Communication becomes a tool that can efficiently navigate many crisis-caused challenges:

  • Improved trust. Crisis is a synonym for uncertainty. Leaders may communicate trust within the company when the situation gets out of control. Employees feel valued when they get clear responses. The same applies to the customers – they also appreciate transparency and are more likely to continue cooperation when they understand what’s happening. In these times, documenting these moments through event photographers can visually reinforce the company’s messages and enhance trust by showing real, transparent actions.
  • Reputation protection. Crises immediately spiral into gossip and PR nightmares. However, effective communication allows you to proactively address concerns and disseminate true information through the right channels. It minimizes speculation and negative media coverage.
  • Saved business relationships. A crisis can cause unbelievable damage to relationships with employees, customers, and investors. Transparent communication shows the company’s efforts to find solutions and keeps stakeholders informed and engaged, preventing misunderstandings and painful outcomes.
  • Faster recovery. With the help of communication, the company is more likely to receive support and cooperation. This collaborative approach allows you to focus on solutions and resume normal operations as quickly as possible.

It is impossible to predict when a crisis will come. So, a crisis management strategy mitigates potential problems long before they arise.

Tips on crafting an effective crisis communication plan.

To effectively deal with unforeseen critical situations in business, you must have a clear-cut communication action plan. This involves things like messages, FAQs, media posts, and awareness of everyone in the company. This approach saves precious time when the crisis actually hits. It allows you to focus on solving the problem instead of intensifying uncertainty and panic. Here is a step-by-step guide.  

Identify your crisis scenarios.

Being caught off guard is the worst thing. So, do not let it happen. Conduct a risk assessment to pinpoint potential crises specific to your business niche. Consider both internal and external factors that could disrupt normal operations or damage the online reputation of your company. Study industry-specific issues, past incidents, and current trends. How will you communicate in each situation? Knowing your risks helps you prepare targeted communication strategies in advance. Of course, it is impossible to create a perfectly polished strategy, but at least you will build a strong foundation for it.

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Form a crisis response team.

The next step is assembling a core team. It will manage communication during a crisis and should include top executives like the CEO, CFO, and CMO, and representatives from key departments like public relations and marketing. Select a confident spokesperson who will be the face of your company during the crisis. Define roles and responsibilities for each team member and establish communication channels they will work with, such as email, telephone, and live chat. Remember, everyone in your crisis response team must be media-savvy and know how to deliver difficult messages to the stakeholders.

Prepare communication templates.

When a crisis hits, things happen fast. That means communication needs to be quick, too. That’s why it is wise to have ready-to-go messages prepared for different types of crises your company may face. These messages can be adjusted to a particular situation when needed and shared on the company’s social media, website, and other platforms right away. These templates should include frequently asked questions and outline the company’s general responses. Make sure to approve these messages with your legal team for accuracy and compliance.

Establish communication protocols.

A crisis is always chaotic, so clear communication protocols are a must-have. Define trigger points – specific events that would launch the crisis communication plan. Establish a clear hierarchy for messages to avoid conflicting information. Determine the most suitable forms and channels, like press releases or social media, to reach different audiences. Here is an example of how you can structure a communication protocol:

  • Immediate alert. A company crisis response team is notified about a problem.  
  • Internal briefing.  The crisis team discusses the situation and decides on the next steps.  
  • External communication. A spokesperson reaches the media, customers, and suppliers.
  • Social media updates. A trained social media team outlines the situation to the company audience and monitors these channels for misinformation or negative comments.
  • Stakeholder notification. The crisis team reaches out to customers and partners to inform them of the incident and its risks. They also provide details on the company’s response efforts and measures.
  • Ongoing updates. Regular updates guarantee transparency and trust and let stakeholders see the crisis development and its recovery.

Practice and improve.

Do not wait for the real crisis to test your plan. Conduct regular crisis communication drills to allow your team to use theoretical protocols in practice. Simulate different crisis scenarios and see how your people respond to these. It will immediately demonstrate the strong and weak points of your strategy. Remember, your crisis communication plan is not a static document. New technologies and evolving media platforms necessitate regular adjustments. So, you must continuously review and update it to reflect changes in your business and industry.

Wrapping up

The ability to handle communication well during tough times gives companies a chance to really connect with the people who matter most—stakeholders. And that connection is a foundation for long-term success. Trust is key, and it grows when companies speak honestly, openly, and clearly. When customers and investors trust the company, they are more likely to stay with it and even support it. So, when a crisis hits, smart communication not only helps overcome it but also allows you to do it with minimal losses to your reputation and profits.

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