How Vulpia keeps their people informed and connected by using Spencer. We currently see a huge spike in the overall usage of Spencer, both by our users and the people responsible for the content in Spencer. It’s clear that today Spencer is playing a critical role in keeping your people informed and connected during this crisis. But how is Vulpia (healthcare industry) currently communicating with all their people? Vulpia’s CEO, Luc Van Moerzeke is joining us for a webinar to give you more information.
Introducing Microsoft’s new Enterprise Work Management (EWM) Solution
200326-webinar-vulpia-spencer
1. VIRTUAL EXPERT SESSIONS:
Informing, Engaging &
Supporting employees
throughout the COVID-19
situation
A case study in healthcare, with Vulpia
Friday, 27th March 2020
2. Agenda
• Communication best practices analysed
5min - Maarten Raemdonck (Founder Spencer)
• How Vulpia manages COVID-19
15min - Luc Van Moerzeke (CEO Vulpia)
• Questions from the audience
6. Measure impact
With relevant insights through
manageable interaction
Deliver the right message
With an employee companion built to drive
purpose authentically in a scalable manner
Reach everyone
Your entire workforce
at the moments that matter
Spencer provides a closed-loop solution
8. Spencer thought:
Let’s analyse the most successful content across all
COVID-19 communication in our Spencer customer
base
9. Be proactive, act swiftly
• Anticipate government decisions or measures, perhaps
take them upfront and show you’re a frontrunner
• As government measures are taken, translate them into
organisational actions - shortly after the government’s
communications
Best practices as the crisis emerged
10. Be proactive, act swiftly
• Anticipate government decisions or measures, perhaps
take them upfront and show you’re a frontrunner
• As government measures are taken, translate them into
organisational actions - shortly after the government’s
communications
Contextualize your guidance
• Reiterate specific impact, requests or
measures for specific target audiences
• Clarify “What we expect from you”
Best practices as the crisis emerged
11. Be proactive, act swiftly
• Anticipate government decisions or measures, perhaps
take them upfront and show you’re a frontrunner
• As government measures are taken, translate them into
organisational actions - shortly after the government’s
communications
Contextualize your guidance
• Reiterate specific impact, requests or
measures for specific target audiences
• Clarify “What we expect from you”
Be consistent and repeat
• Continue repeating measures already announced, re-
iterate what continues and add what’s new
• Regularly update, perhaps even make it a ritual or
announce when you’ll update next
Best practices as the crisis emerged
12. Be proactive, act swiftly
• Anticipate government decisions or measures, perhaps
take them upfront and show you’re a frontrunner
• As government measures are taken, translate them into
organisational actions - shortly after the government’s
communications
Contextualize your guidance
• Reiterate specific impact, requests or
measures for specific target audiences
• Clarify “What we expect from you”
Be consistent and repeat
• Continue repeating measures already announced, re-
iterate what continues and add what’s new
• Regularly update, perhaps even make it a ritual or
announce when you’ll update next
Best practices as the crisis emerged
Maximize your reach and impact
• Make sure you reach everyone, leverage all channels you
need to convey your message
• Keep the latest and most complete guidance
consolidated in 1 place
13. Be proactive, act swiftly
• Anticipate government decisions or measures, perhaps
take them upfront and show you’re a frontrunner
• As government measures are taken, translate them into
organisational actions - shortly after the government’s
communications
Contextualize your guidance
• Reiterate specific impact, requests or
measures for specific target audiences
• Clarify “What we expect from you”
Be consistent and repeat
• Continue repeating measures already announced, re-
iterate what continues and add what’s new
• Regularly update, perhaps even make it a ritual or
announce when you’ll update next
Best practices as the crisis emerged
Maximize your reach and impact
• Make sure you reach everyone, leverage all channels you
need to convey your message
• Keep the latest and most complete guidance
consolidated in 1 place
Be specific and to the point
• Clear guidance: bullet lists, infographics, visuals and
video’s
• Be human, show your heart
14. Be proactive, act swiftly
• Anticipate government decisions or measures, perhaps
take them upfront and show you’re a frontrunner
• As government measures are taken, translate them into
organisational actions - shortly after the government’s
communications
Contextualize your guidance
• Reiterate specific impact, requests or
measures for specific target audiences
• Clarify “What we expect from you”
Be consistent and repeat
• Continue repeating measures already announced, re-
iterate what continues and add what’s new
• Regularly update, perhaps even make it a ritual or
announce when you’ll update next
Best practices as the crisis emerged
Maximize your reach and impact
• Make sure you reach everyone, leverage all channels you
need to convey your message
• Keep the latest and most complete guidance
consolidated in 1 place
Be specific and to the point
• Clear guidance, bullet lists, infographics, visuals and
video’s
• Be human, show your heart
Read the full analysis on
https://www.spencer.co/resources
15. This inspired us to give
our customers the stage,
to share their experiences
16. Weekly webinar on Friday
27th of March 3rd of April 10th of April
See: https://www.spencer.co/resources
19. www.yourwebsite.com 19
WHO ARE WE
— SERVICE-DRIVEN ORGANISATION
IN THE HEALTH CARE SECTOR
— MANAGEMENT OF 41 RESIDENCES
IN FLANDERS, BRUSSELS AND WALLONIA
— ACQUISITION OF EXISTING
AND CONSTRUCTION OF NEW ONES
— > 2400 STAFF
— > 4000 BEDS
— > 600 SERVICE RESIDENCES
21. www.yourwebsite.com 21
CLUSTER E/W FL/FL
BRABANT
Blaret - Brugse Vaart - Clos Bizet
Duinenzee-Huis aan Zee -
Kartuizerhof
Maria-Assumpta - Palmyra
t Neerhof - Tombeekheyde
Vroonstalle –Vuerenveld
CLUSTER BRUSSELS/
WALLONIA
Aurore - Bois de Bernihé - Franki
La Chartreuse - La Ferme Blanche
Le Douaire - Véronique
Aldante – De La Paix – Mettewie -
Prince de Liege
CLUSTER HAGELAND/
LIMBURG
CLUSTER ANTWERP
Aan de Beverdijk – Demerhof - Den
Boomgaard
Leopoldspark - Poortvelde
Residentie BoCasa - 't Spelthof
Twee Poorten - Villa Temporis
De Laak (AW)
Aan de Kaai - De Nieuwe Kaai
Arthur – Beukenhof - Boeyendaalhof
De Linde - De Veldekens - Halmolen
Villa ter Molen - Windekinds
23. www.yourwebsite.com 23
CHALLENGES COVID-19
— AUTHORITIES
— RESIDENT & FAMILY
— STAFF
— IMAGE
CRISIS COMMUNICATION
LEGISLATOR
RESIDENTSTAFF
DAILY UPDATES OF GUIDELINES
DIFFERENT AUTORITIES
INSECURITY
HIGH WORK PRESSURE
GEOGRAPHICAL SPREAD IN BELGIUM
IMAGO
CONNECTION TO THE OUTSIDE WORLD
CORONA INITIATED A WAVE OF SOLIDARITY
AND COMMITMENT WITH THE HEALTHCARE
SECTOR
COMPLEX INFORMATION, YET CRUCIAL
TO APPLY RIGOROUSLY
HIGH NEED FOR CONSISTENT,
CLEAR
COMMUNICATION & INFORMATION
INSECURITY
1-2-1 COMMUNICATION
WITH FAMILY & FRIENDS
ONLY POSSIBLE VIA
PHONE/SKYPE
24. EMPLOYEE
COMMUNICATION
in times of COVID-19
SPENCE
R
LEADERSHIP CASCADE EMPLOYEE COMMUNICATION
COVID-19
CRISIS
CORETE
AM
▪ DAILY MESSAGE @ 20H :
applause
▪ Sharing of local initiatives &
sympathy for Vulpia actions
▪ Sharing of positive Employee
initiatives
▪ Briefings : CORONA STATUS
WHATS
APP
E-
mail
CAL
L
COVID-19
Approach
▪ Every ‘emergency’ notified in
whatsapp
▪ DAILY MAIL CARE via outlook
▪ 3x week : crisiscall Corona
Crisisteam
▪ Central storage of all information
x
domain
FAC
E2
FAC
E
BRI
EFI
NGS
25. ZOOM IN SPENCER TIMELINE (sample)
Pro-active: First
signals, preventive
measures announced,
tightening hygiene
guidelines. Lots of
context given.
Repeat: Re-iterate
measures to be taken
seriously, now
enforced by
government
Swift: Immediately after
government decisions
and announcement,
clarify the
organisational impact
Repeat: Continue the
communication, re-
iterate key items and
emphasize importance
Support: Show your
employees you care for
them
