5 Tips for Maintaining Audience Trust in Online Spaces

Our lives have continued to shift online in response to COVID-19 in response to the recommendations for physical distancing. Business leaders are quickly pivoting to engage with their internal and external stakeholders in completely new ways in an effort to maintain trust during a time where there is so much uncertainty.

Although the methods may be different, the principles for effective and ethical offline communication remain the same in online spaces. Read these five tips to guide decision-making as business practices and operations continue to evolve in response to changing audience needs.

1. Understand the limitations of online interactions.

Visiting with a client or customer in person was often a key part of building and maintaining relationships. Keep those in your inner circle informed by posting regular updates on social media or increasing the frequency of your email marketing newsletter. Regular and open communication will ensure these deep connections are maintained and strengthened.

2. Respond quickly and empathetically to stakeholder concerns.

Understand that stakeholders and making serious and complex decisions on a daily basis that effect themselves, their family, friends and loved ones. Customer service is more critical now than ever. Leave an email or DM unread or unanswered and those who have been previously loyal to you will seek to have their needs met elsewhere.

3. Focus on adaptability.

Noticing a drop in engagement in website visits, sales/contributions or online conversations? Don’t be afraid to innovate and try a completely unique approach to reach your stakeholders where they are. Drive the most energy where your audience is interacting.

4. Be clear about your privacy policy.

Zoom calls for work meetings and events, online purchases and delivery options are now in high demand. Reaffirm through an email or online statement what they can expect from these changes and what the reasonable expectations of privacy are. Give reassurance that their well-being will continue to be at the forefront.

5. Provide value in all digital interactions.

Strategic digital marketing principles still apply, even in the midst of this evolving environment. Don’t post without thinking of how your audience will receive value from the content you are providing. Quality and not quantity is still the rule to follow.

WordSpark Digital Consulting is ready to connect with social impact clients to execute an effective digital marketing strategy and deepen their connection with relevant audiences and drive leads. Interested in collaborating? Let’s connect.