Tag Archives: crisis communications

Operations and Decision-Making in a Crisis: A Q&A With Bellwether’s Gwen Baker

At Bellwether, we’re responding to the COVID-19 reality alongside our clients and partners — while helping them address the situation we all face. 

Many leaders are asking about how they can steer their organizations honestly and transparently during these turbulent times. What adjustments or adaptations to organizational operations are necessary? 

Quote from Bellwether Education Partners' Chief Operating Officer Gwen Baker: "A lot of people will think process is just bureaucracy — you’re trying to control something you can’t control. But putting systems in place, or relying on existing systems, will prevent you from wasting time when you don’t have any spare time."

As Bellwether’s Chief Operating Officer, Gwen Baker has been sending regular communications to our team about policy changes in light of COVID-19, but also encouraging us to have grace for ourselves and one another. I chatted with Gwen to learn more about being an organizational leader in this time of crisis.

This conversation has been edited for length and clarity.

As Bellwether’s lead on operations, what things are currently on your mind regarding systems and decision-making?

The thing I really hold on to is the importance of process. A lot of people will think process is just bureaucracy — you’re trying to control something you can’t control. But putting systems in place, or relying on existing systems, will prevent you from wasting time when you don’t have any spare time. If you have a process that works, it allows you to put your brain power behind things that really need your attention. Continue reading

Education Leaders and COVID-19 Crisis Communications

“Crisis communications” may evoke images of Olivia Pope in a power suit, but they are an essential skill for any school, nonprofit, or education agency. A natural disaster, a flub at a public hearing, or an altercation in your school cafeteria can all be a “crisis” situation even during ordinary times. And, of course, there can be a pandemic.

Education leaders nationwide are being asked to adapt to a fast-evolving public health crisis while serving students and families. Add deep economic uncertainty and, as a leader, you’ve got a complicated communications challenge. 

graphic of a broken heart on a smart phone screen

On Tuesday my colleagues discussed the importance of being strategic even in times of crisis. Today we’ll dig into three best practices for communicating those priorities:

Know your audience

You probably, in fact, have several audiences you have to reach. If you’re a school leader, you may have teachers, families of students, the district or your authorizer, and potentially the general public, all of whom need up-to-date information. A nonprofit leader has employees, the communities served, donors, and perhaps clients or other stakeholders.

Start by listing what information each of your audiences needs to know. Think through what barriers they may be facing — these may be technical (such as intermittent access to the internet), functional (you may not share a language), or relational (you may have to deliver some bad news). 

With those in mind, craft a message, select a medium, and choose a messenger. For instance, as a school leader, you may decide to have teachers make phone calls when sharing updates on closures

Continue reading