Blog post
May 14, 2020

The 3 pillars of effective communication during COVID-19

In a time where there is an enormous amount of information, we focus on the role traditional and social media have on public opinion through media and reputation analysis across all forms of media. And how it looks through a media lens.  

In this blog, we discuss COVID-19 communication across various case studies and talk in depth about the 3 pillars of good communication during COVID-19.

  1. Clarity
  2. Compassion
  3. Creativity

 

You can also watch Isentia’a Ngaire Crawford discuss communicating through COVID-19 here

Clarity:

The clarity of information is incredibly important from the outset.

  • Be clear about what you know, what you’re doing and what you expect. 
  • Be clear about what you don’t know, and when you’ll have those answers.

For example, the New Zealand government and its COVID-19 response team have provided clear and consistent communication.

It’s easy to focus on the New Zealand Prime Minister and the effectiveness of her communication style. There are many things that get attributed to the Prime Minister because she is a woman: her empathy; how she manages conflict; how she defends her position, and; how she answers questions.

Beyond personal style, there was consistency to the NZ government’s communication that became part of everyday routines during level 4 lock down. The branding of communications was quick, and stayed consistent across all platforms for government information.The yellow striped logo and clear message to stay home, save lives, and the use of an alert level structure helped create a simple and effective message.

NZ Government communications messaging
The NZ government Covid-19 communications messaging

No communications response is perfect, and many elements of the NZ response haven’t kept up with the consistency in the detail, but the foundational message structure, visual brand and consistent delivery made it a framework that could withstand some of those inconsistencies. 

In Australia, there was a slower start to a consistent communications approach. Although an initial concern, the Australian government stepped up and are now delivering clear messages needed to cut through in a crisis. The Prime Minister has provided an important sense of consistency by holding regular press conferences to update the nation directly. Not only have announcements for economic stimulus packages and public health precautions been clear, detailed and decisive, they’ve been broadly welcomed.

Compassion:

Effective communication during COVID-19 requires compassion and it comes from understanding your audience. Empathy and compassion are central to effective communication through COVID-19 across all sectors. 

For a leader during a crisis, it’s crucial to be authentic, decisive and present. It’s important  to develop trust long before a crisis hits, so audiences will accept you as an authoritative source. 

COVID-19 has seen a shift to more empathetic leadership. Scott Morrison’s response has positioned him as more empathetic.He has shown the willingness to put his own customary views on hold including pledging to return the government’s budget to surplus. 

The government has placed medical experts at the centre of the response. A national cabinet has been formed – chaired by Morrison but including state premiers from both sides of politics. There’s no red or blue teams, it’s team Australia. Listening to experts is working. And working together, across political parties, is working.

How do people feel throughout COVID-19?

Across social media, discussions of mental health have increased more than 400% and references to anxiety have more than doubled. COVID-19 is also driving references to being unsafe, scared and isolated. 

Throughout the crisis, we’ve seen strong reactions to organisations trying to take advantage of the situation, and to point out organisations or people that weren’t playing by the rules. Level 4 lock downs in New Zealand were incredibly strict on retail. 

Compassion and social media do not always go hand in hand. Traditional media coverage often chastises social media for botting, conspiracy theories and misinformation, but social users have shown a hyper-awareness of mental health and safety.

The below images show social media users using a code to signal if someone needs help during lock down. While this might also be a performative gesture, it does set an expectation that abuse and toxic behaviours won’t be accepted.

Communications on social media

An example indicative of different political and media environments, the Malaysian government, in particular, the Ministry for women, asks women not to nag their husband, and to consider using the tone of Doraemon, a cartoon cat from Japan (see image above).

There was also some communication suggesting that women are to dress nicely and wear makeup while isolated at home. Social media went crazy over this communication. It was quickly turned into a meme, caused a lot of backlash and created international attention that probably wasn’t intended.

Creativity:

Creativity and innovation has been a theme during COVID-19.

Communication is at the core of innovation. A lot of organisations are delivering information in ways they weren’t expecting, or connecting with customers in a new way. Knowing your audience and your communication style is important when being creative. 

Although, with creativity comes over-saturation of information. Make sure your internal communications are on point, and your stakeholders/clients/customers know what’s going on, then start to look for those outward facing opportunities – it’s okay if there’s nothing to say right now. 

The core trends that have resonated on social media are: social distancing;  ways to stay connected; ways to keep kids entertained, and;  mental and physical well being. 

An interesting public health message example is Dettol’s hand washing challenge on TikTok, where people create dance moves around washing your hands. It’s communicating a known public health message in a creative way, to an audience that really wants to play by the rules and as a result, has over 50 billion views. 

TikTok handwash challenge
Dettol #HandWashChallenge on TikTok

What does all this mean for communicators?

A crisis is a crisis for a reason, very few people default to best practice behaviours in a crisis – but planning, and planning based on what has previously worked can help mitigate some of this pressure. 

The role of the media during COVID-19 hasn’t fundamentally changed as a trusted source. What has changed is that information is a far more crowded space, including content from traditional media sources, social media, influencers and the increased  access to content internationally. 

This means it’s important for your communication to be clear and consistent. Create a rhythm and content structure that makes your information easy to share and amplify. Check your crisis plans and consider how tied they are to a set of simple, core messages, or check what the process is to adapt and create messages in the first stage of a crisis.

It can be incredibly beneficial to get the foundations right, to gain trust, and create acceptance that all the information that may not be known yet. 

For more information on how your organisation can be better prepared for a crisis, get in touch with us today.

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The Australian public’s reaction to government reforms and leaders was especially eventful. Debates about campus safety by the Royal Commission, a tax deal between Labor and the Greens unsettling the finance and property sectors, and a speech on “monoculture” by Pauline Hanson shifting opinion polls in an unexpected way; were three complex stories that saw audiences taking different sides, leading to many perspectives and angles.

We used Isentia's Lumina to track the different viewpoints, key people, and stories with the largest volume and audience. Over four weeks (22 June to 17 July), we found 62 unique perspectives and nearly 900 media items across these three stories.

Key Stories, Key Drivers

Here’s a quick overview:

The Royal Commission on campus anti-semitism

The Royal Commission on Antisemitism and Social Cohesion’s hearings on university campuses was the biggest story by far. In less than a week, it drew 33 perspectives and 453 media items, reaching over 628k audiences. The story’s size came from the many institutions involved—student groups, representative bodies, and the federal government—each offering their own view on the same testimony.

Pro-Palestinian advocacy groups had the widest reach, making up about a third of all coverage. Spokespeople like Yasmine Johnson from Students for Palestine and Nasser Mashni from the Australia Palestine Advocacy Network told the commission their campus protests are a legitimate justice movement. They also raised concerns that criticism of government policy is being confused with antisemitism, which they say limits open debate.

Jewish student and staff groups also received significant coverage, making up about a fifth of the total. The Australian Union of Jewish Students described campuses where some students feel hesitant to attend and highlighted gaps in how universities handle complaints and support those affected. Most of this coverage came from wire services and was widely shared across news outlets like The Australian or the Midwest Times.

The federal government provided a third perspective, with similar coverage. Education Minister Jason Clare said universities had been slow to act and announced plans to tighten governance standards. This includes clearer anti-racism policies covering both antisemitism and Islamophobia. Reports also noted that TEQSA, the regulator, warned universities about outside groups joining campus protests, and the government’s antisemitism envoy suggested universities could face funding cuts if they do not do enough.

The Labor-Greens Tax Deal

The second-biggest story was more focused but still managed to stir strong reactions. Labor’s deal with the Greens to close a borrowing loophole for self-managed super funds, in return for Greens support on capital gains tax and negative gearing changes, led to 22 perspectives and 232 media items, reaching nearly 177k audiences.

The government, supported by the Greens, presented the deal simply — it closed a loophole that allowed wealthy investors to use their super funds to compete with first-home buyers at auctions. Treasurer Jim Chalmers cited a 2014 recommendation to support the change, and Greens treasury spokesman Nick McKim called it a win against "wealthy property investors."

The Greens, however, took a tougher stance and received similar coverage for saying the deal was only a partial win. They argued that allowing existing arrangements to continue would let Labour protect wealthy investors rather than renters, and said the housing crisis would now be "squarely of Labor's design." This shows that support from a governing partner does not always mean they are satisfied, as Country News highlighted.

Finance and business groups pushed back with nearly as much coverage. The Self-Managed Super Fund Association and the Australian Finance Industry Association said the borrowing rules did not pose a systemic risk and argued that regulators should focus on "aggressive marketing" and property spruiking, not legitimate investors. The Australian Chamber of Commerce and Industry warned that the wider capital gains tax changes could hurt business investment. ABC News gave the most detailed account of this perspective, noting the sector was "surprised" by how the deal was made.

Pauline Hanson’s monoculture speech

This story had the fewest perspectives (just seven) but still reached nearly 236k people through 210 media items. That’s a bigger audience than the tax story, which had three times as many viewpoints.

The story began when Pauline Hanson used a National Press Club speech to argue that Australia should replace multiculturalism with a single "monoculture." She cited Paul Hogan and the Socceroos as examples. The backlash was quick and unexpected and Hogan himself called her a "pelican" and said her views were racist. His response ended up shaping the story more than her monoculture speech.

What makes this story notable is what happened afterward. Two polls, Newspoll and Redbridge, showed One Nation’s primary vote dropping by about two points (Dairy News Australia) and Hanson’s personal approval falling ten points into negative territory. Labor regained a narrow lead and Labor minister Murray Watt quickly described the numbers as a "reality check,". This framing spread almost as widely as the original speech, as the Bendigo Advertiser reported.

The speech and the poll results are really one story seen from three sides — Hanson’s message, her critics’ reactions, and Labor’s use of the polling. Each angle received similar coverage, showing that the speech missed its mark and gave the government a useful talking point.

How does this inform PR & Comms Strategy?

First, the number of perspectives in a story is important. A story with many viewpoints, like the antisemitism hearings, needs a different monitoring approach than one with just a few, because the loudest voices might not always be the most important.

Second, pay attention when several perspectives are about the same size, as in the tax deal. If no single viewpoint stands out, the issue is likely still being debated. It’s a good idea to check back after some time instead of treating the first coverage as the final answer.

Third, compare any polarising message to the Hanson example before recommending it to a client. The numbers show that a divisive message can get attention but still turn public opinion against the speaker.

Conclusion

What links these stories is how much is lost when they are reduced to just two sides. The antisemitism hearings, the tax deal, and Hanson’s polling drop were all more complex than their main headlines suggested.

That’s why it’s valuable to track a story by its different perspectives and key drivers. See what Lumina can reveal for your industry or clients, and check out more analysis like this on the Isentia blog


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Blog
Who really shaped Australia’s latest social cohesion debates?

See how Isentia’s Lumina tracked 62 perspectives across 3 major Australian stories, revealing how media coverage really spreads and who ends up controlling the narrative.

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There is a new frontier where public perception is shaped: Large Language Models. Right now, LLMs are answering critical questions about your organisation. What are they saying? And more importantly, which sources are shaping those answers?

To navigate this landscape, public relations professionals don't need generic tools, but rather technology that speaks their language, and addresses the realities of a changed media and informational landscape.

That is why we're unveiling Lumina AI View, the latest addition to our intelligent suite of AI tools from Isentia. Trained specifically on the workflows and challenges of modern PR & communications, Lumina AI View helps you understand exactly what AI knows about you, and how it learned it.

A new standard for AI visibility

AI View tracks your citation strength and source quality alongside those of your competitors, giving you a clear view of where you hold authority and where you have gaps.

Lumina AI View maps your AI reputation from the ground up, allowing you to:

  • See which sources matter: When tools such as ChatGPT or Gemini discuss your organisation, which outlets do they cite? Track your source footprint over time and view the impact of key target media on how you’re discussed. We measure your citation strength and source quality alongside those of competitors, giving you a clear view of where you have authority and where you have gaps.
  • Gain industry-specific insight: Your competitors get cited from Financial Times and Bloomberg. You get cited on Reddit. Each brings opportunity – and risk. Discover how you measure up against industry standards, and target the sources that actually influence how AI represents you.
  • Catch narrative shifts early: AI responses change when new sources appear, sentiment shifts, or old controversies resurface. Get alerts when citation patterns change suddenly, before they impact the way you’re perceived by stakeholders.

Measure your progress: From media monitoring to full media intelligence

Lumina AI View is built on the principle that insights get stronger with repeated measurement. To help you maintain a clear view of your reputation, our proprietary scoring system provides regular updates that show you:

  • Evolving trends in how sources cite your organisation
  • Competitive standing and benchmark metrics
  • Where models differ in information presented, and sources cited 

Whether you run it weekly, on-demand, or whenever you need a check-in, patterns will emerge, trends will become clear, and you will build a baseline that makes any sudden narrative changes both comprehensible and the prerequisite to action.

Lumina AI View is part of Lumina AI, a comprehensive suite of AI tools built specifically for communicators. Our Lumina suite evolves traditional media monitoring into narrative intelligence, enabling you to truly understand how perceptions form, evolve, and impact your reputation.


Get in touch to register your interest and see what Lumina AI View can do for you.

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Blog
Introducing Lumina AI View: AI Visibility Built for PR & Comms

Lumina AI View, the latest in Isentia’s AI suite, is trained on PR & comms workflows to help you understand what AI knows about you — and how it learned it.

Ready to get started?

Get in touch or request a demo.