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

3. How this works

4. Communication best practices analysed Maarten Raemdonck (Founder Spencer)

5. A communication platform that helps organisations work as one

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

7. Global research indicates: “Employees consider their employer the most reliable source of information on COVID-19”

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, reiterate 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, reiterate 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, reiterate 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, reiterate 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

17. How Vulpia manages COVID-19 Luc Van Moerzeke (CEO Vulpia)

18. www.yourwebsite.com 18 WEBINAR SPENCER 27TH OF MARCH 2020 CORPORATE PRESENTATION LUC VAN MOERZEKE, CEO VULPIA VULPIA

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

20. www.yourwebsite.com 20 VULPIA ELDERY HOMES RUST- EN VERZORGINGS TEHUIS RECOVERYSHORT STAY ASSISTED LIVING 2300 1600 100 70 820 OUR SERVICES

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

22. CRISIS GOVERNANCE COVID-19 COVID-19 COVID-19MANAGEMENTECC CRISIS RESPONS ESCALATION ECC ECC ECC ECC Hageland/limburg Antwerp Brussels/E/W Flanders Wallonia CORONA CRISIS MANAGEMENT TEAM EMERGENCYLINE (byCAREcoordinators CEO Facility director Operational director Marcom manager Care coordinators DIRCOM CSO FIN HR director Care director RVB HR director Corpo stake holdersFinancial director Prevention advisor CSO CEO OPS director CARE facility PA

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, reiterate key items and emphasize importance Support: Show your employees you care for them

26. EMPLOYEE COMMUNICATION Vs EXTERNAL COMMUNICATION WHATS APP E MAIL PERSO COMM CORPO E -NEWSLETT ER EMPLOYEE RESIDENT/FAMILY STAKEHOLDERS THE OUTSIDE WORLD SPENCE R LETTER AD VALVAS SKYPE FACEBO OK IP TV RESIDEN T’S JOURNAL LINKEDIN WEBSITE MAIN CHANNELS COVID-19 COMMUNII TY PLATFORM S TEAMS

27. Q&A

28. See you next time!

29. Weekly webinar on Friday 27th of March 3rd of April 10th of April See: https://www.spencer.co/resources

30. maarten@spencer.co Maarten Raemdonck Founder & CEO Get in touch!

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