By Liza Palermo, Digital Infusion

For the many organizations, large and small, that are struggling with uncertainty due to the Corona Virus and economic volatility, I’d like to offer some practical advice gleaned from my 25+ years of experience in crisis communications.

1. ESTABLISH A CONSISTENT DECISION-MAKING GROUP.  The first fundamental step is for your organization to identify the appropriate group of decision makers and establish regular communication sessions among them. For most companies, this includes the organization’s leader, its legal counsel, communications leader, and individuals who can knowledgably represent the financial, employee and customer perspectives of your business. 

Under emergency situations decision making must be well-informed, well-organized, clear and prompt. Having a core group in consistent and close communication and funneling all significant decisions through this team will avoid organizational confusion and enable effective decision making.

2. CENTRALIZE COMMUNICATIONS & UPDATES.  People in every part of your business today have access to an abundance of communication vehicles — email, web-conferencing, websites, text messaging, and social media – which is a great thing during normal business conditions. But during a crisis, well-meaning team members can do more harm than good by taking it upon themselves to broadly communicate crisis-related updates with employees or customers.

Crisis-related updates issued from various different sources creates disjointed, incomplete and potentially inconsistent information. The unintended result is people spend a lot of time going back and forth with one another comparing notes and trying to find the “inside scoop,” ultimately creating even greater anxiety and speculation.

By centralizing communications to one source, people become assured that the information is reliable, the source predictable and that they are equally “in the know.”

3. KEEP IT SIMPLE. People have low tolerance for “fluff” and ancillary information, especially during a crisis. Since your primary goal is information comprehension and retention, it’s best to stick with the basics and try to limit each piece to no more than three messages.

4. CHOOSE YOUR MEDIUM WISELY. Different communication tools require different content lengths and should be selected based on your purpose. For example:

  • A tweet is limited to 140 characters. So, it is really just an informative headline that can lead people to a link for more information.
  • Texting should be reserved for high priority, critical updates.  Similar to a tweet, it’s best to keep a text message to one or two sentences that clearly state the most critical information (think of a news headline and sub-headlines) with a link for more information.
  • Email is best used for sharing more complete information, while still following the premise of keeping it simple. Using sub-headlines and bullets to make information easier to digest is best. Question and answer formats are also very effective.
  • Blogs, articles and/or memos are the lengthiest, most complete sources of information (in a crisis try to keep these under 1,000 words, that’s roughly one well-crafted paragraph for each of your three messages) that your tweet or text or even an email would link to for more information.   
  • Video communications can be an effective medium IF you have a spokesperson that is GREAT in front of a camera. That means visibly comfortable, articulate, engaging and concise. A person who trips over their words, appears stiff, scripted or nervous, is verbose or unengaging can do more harm than good (opt for a written communication instead).  Its best to keep video communications to 1-2mins at the most.   
  • Webinars or online meetings are great tools for interaction among a group of people, allowing for live questions and answers, group discussions and creating a sense of community among employees or customers who may otherwise feel isolated. Making recorded playbacks of the session available is a great way to share the knowledge with an extended group of people.

5. NEVER SPECUALTE OR LIE. Maintaining integrity is fundamental to maintaining trust among your employees and customers, as well as calm. This may seem obvious, but I have seen well-intended organizations paint a rosy picture that did not materialize. Or speculate on a benefit or service they thought they could offer, only to have to recant later. Promising something you are unable to deliver is far worse than promising nothing at all.

Whether it’s the status of your employees’ jobs or benefits, or the ability to deliver services to your customers, communicate only once decisions are firm and specify the applicable timeframe, such as “for the foreseeable future” or “pending further updates.”

If your decisions are inter-dependent with an external authority, such as the CDC or County regulations include that in your message. For example, “in accordance with the CDC’s current guidelines of limiting interaction to groups of 10 people or less, the following changes in business operations are in effect immediately.”

6. BE AS FORTHRIGHT AS POSSIBLE. It may not always be possible to answer the questions that loom, such as, “Will there be layoffs?” “Will our work hours be reduced?” “When will we resume business as usual?” etc. When this is the case, it’s best to say so.

For example, “Our organization, similar to those across the country, is facing unchartered waters. We cannot say how long this virus will pose a health risk and when businesses will return to normal. What we can say with certainty is that we are carefully monitoring communications from the CDC, and our federal, state and local officials. We are taking every measure possible to be ready and able to quickly return to business as usual once we are able, while remaining socially responsible and putting the health of our employees, customers and the nation first.”

7. GATHER FEEDBACK FROM THE FRONTLINE. The best planned communications are ineffective unless they meet the needs of the people for whom they are intended.

  • Create a vehicle for gathering feedback on employee communications. Include a person to email or call with more questions. If the burden is too much for one person, you can create an email address, such as  “” that can be monitored by a group of resources.    
  • Monitor social media for comments and chatter. Assign a resource to this task on a regular basis and promptly address any concerns directly on that same social vehicle.
  • Proactively reach out to the frontline for feedback.  Depending on your audience, you may not proactively receive the feedback you need. Employees could be shy about asking what is really on their minds. You might hear from only a small portion of the most outspoken customers on social or other mediums. Ask people with a direct link to the frontline to proactively solicit feedback. Address the feedback you receive in your next communication.

8. NEVER LOSE THE HUMAN ELEMENT. Every crisis-related, broad communication should be reviewed by your legal counsel. In today’s environment of 24/7 rapid communication, most legal experts understand the court of public opinion can be as important as the court of law and they work collaboratively with communication professionals to issue timely, plain-language and responsible communication.

While communications should be forthright, concise and get to the facts quickly, we must never forget that people are on the other side of that email, article or text. People who may be anxious, in dire financial situations and scared for themselves and their families.

I’m not suggesting over-the-top lip service or pandering. But I am suggesting sincere recognition of the plight people are facing and your commitment to do whatever you can as an organization, or as a person, to ease the burden. 


For some organizations, the human touch may simply mean keeping families in your thoughts, committing to regular feedback and updates, and re-allocating resources to meet a public need (such as school bus drivers now delivering meals and police officers distributing laptops to students for online learning). For others, with the means and resources, this has come in the form of donating equipment and facilities, holding complimentary informational sessions or offering partial pay for at-risk individuals unable to come to work. There is a role for everyone to play no matter how small your business or specific your individual talent.   

If I can provide any guidance or answer any communications or marketing questions for business owners or leaders struggling through this economic volatility, please leave your comment below. I will do my best to respond in a timely manner.   

About the Author
Liza Palermo is a 25-year staffing industry executive and co-founder of Digital Infusion, an integrated marketing and communication agency. She has served as a trusted advisor to hundreds of business leaders, from Fortune 100 CEOs to start-ups, on marketing, public relations, crisis communications, branding and issues management.

Four Trends To Watch In Healthcare Recruiting

By Liza Palermo
As published in Beckers Hospital Review

Healthcare Talent Shortage Persists

The looming shortage of healthcare talent continues to plague hospitals, health systems and medical groups, as the labor market grows ever tighter. While unemployment for healthcare workers is near a 10-year low, the sector added 31,000 in the month of December 2017. The trend is expected to continue, with healthcare adding about 2.3 million new jobs from 2016 to 2026, according to the U.S. Bureau of Labor Statistics (BLS). This makes healthcare the fastest growing occupation in the country, but without enough skilled people entering the workforce to fill the gap.

Why a Strong Employer Brand Matters
In an effort to more effectively compete in a fierce labor market, many healthcare organizations have turned their attention to strengthening their employer brand, and for good reason. Research shows organizations with strong employer brands attract twice the number of applicants per job compared to other companies, reports LinkedIn. They are also 40% less likely to lose new hires after the first six months, and they enjoy a 43% decrease in cost per hire.
To date, however, most employer branding efforts have focused inward to improve organizational culture and employee engagement. What most healthcare employers have yet to master is how to harness these efforts externally – leveraging employees and recruiters as ambassadors to build their employer brand among passive and active job candidates.

Getting Ahead with ‘Precision Recruiting’
Forward-thinking healthcare organizations are targeting employer branding strategies specifically on passive and active job seekers — going beyond broad-sweeping employee videos and corporate career websites to customize communications at the recruitment level, based on unique talent profiles. We call this “Precision Recruiting,” which requires content that is relevant, credible and most important, specific to each candidate audience.

As a result, four employer branding trends to watch each support healthcare organizations’ ability to become more precise in their recruiting efforts, in other words more targeted, accurate and engaging.

Read more at Beckers Hospital Review

What Will Marketing Look Like In The Next 100 years?


My daughter keeps talking about what she is going to be doing when she gets older.  What she is gong to do when she can drive, when she goes to college, when she gets married.   I know to her  that feels like a hundred years away—but as we all know “growing” up comes here before you know it.

So the other day, I asked myself what will “marketing” be like when it grows up. Kind of a crazy to think about isn’t it?

I remember, like it was yesterday– being asked to create the first website for a company so it could be  the industry leader in having a the first website— and now everyone, even your kids dog walking company has one. It was just in 2009 when we created The Temp Life, a web based TV integrated with all social channels —that was deemed by Fast Company as a   “bona fide phenomenon”  And, as  One of Brand Weeks bright ideas.

Let’s face it now WebTV  and You Tube  are just part of a marketing mix option.  And, having social media pages, well who doesn’t?

In the immediate future, viral sharing, workforce marketing, new social channels ,use of big data and mobilization are now top of  mind.  And, each and every marketer is trying to figure out how to make them work for their target audience.

We all know what is cool today– will be ho-hum tomorrow.

Really if you think about it–it was only about a 100-125  years ago that the printing press, motion pictures and the phonograph were invented. And now in someways they are dinasoaurs. .

So, where will technology take us over the next 100 years?

Will marketing become like a science fiction movie—reading customers thoughts telegraphically.  It already feels like that the way facebook seems to know I have a new puppy so I see dog food ads.   Big data in someways is the marketers dream. But how far is too far, and when will it start to turn off our clients and customers.How will we communicate in the future. Will we even use words? Will the other senses be included more in our everyday marketing communication? Tasting something via our electronic devices, having a virtual experience such as driving a new car happen in our livingroom– with feel, sight,smell a part of the experience. I really love to think about it.


So what do you think Marketing will look like in the next 100 years? And at the rate technology is changing, I think we will start to see some really cool stuff in our lifetime!


The Secret To Social Marketing: Lessons From An Early Morning Spin Class.


What does a spin class have to do with marketing? Well nothing, except I had one of those moments of clarity right in the middle of my early morning spin today. I truly figured out what really makes good social campaigns work—and the answer… well… Let me tell my story.

It has been one of those weeks. Big eye roll –as I tried for the millionth time to explain to an executive that if you really want to participate in social marketing, you have to let go a bit.

He is one of those who wants it all content, getting likes, lots of shares  and of course– having the next viral sensation. But at the same time he also wants total control. Approving and reading  every single, comment, tweet, blog, and photo put out by the company on any social channel. I have tried several times to explain that it just won’t work.   And, the truth of the matter is that  he is so worried about “protecting the brand” and not trusting anyone— that we all go into “marketing paralysis” and his brand will never be successful on social.

Right after that.  I showed my next client this super cool video that we created. It wasn’t the traditional   “corporate speak”  but it did engage with their audience. Really it did.  Everyone in the focus group smiled and said things like  ” Love it” ” You made my day” “Hey, thats awesome!” .

And isn’t that exactly  what you want?  To have content that  connects with your audience? But, the marketing director, who really doesn’t “get” social– big comment.“the font isn’t our “graphic standard” we can’t use that video, its not corporate enough! ( I don’t know about you but I don’t consider Helvetica a big brand image font.)

So brings me back to my spin class…

You see when I go in there and watch the instructor and try to do everything so perfect—you know I end up not really enjoying the ride. But ,when I go in there like today, enjoy the music, follow the cues of everyone in the room, just relax,  and have fun–I have an awesome ride.   I leave feeling good about the class, the instructor and myself. That’s exactly what good social marketing is suppose to do! Good social marketing makes you leave a post, a photo a video, feeling inspired, good,  and connected to the brand.

The one thing I do know about marketing engagement—the harder you try to be witty, to be perfect, to be well corporate– the less you will succeed.

What my experience has shown is that when you stop trying so hard, and letting your product or service be human– those gems of creativity in the moment, may not be “brand” perfect – but will connect with your audience and help your brand succeed.

Baby Boomers, Gen X, Millenniums —Why Good Marketing Departments Need Them All!










By Lisa Laughton McCarthy-Digital Infusion CMO- February 10, 2015

Just this week, I witnessed someone forced to retire before they were ready. It was really a situation of “out with the old and in with the new.” At first, I didn’t think much about it, I was too busy. But as the days went by, it began to eat at me. Maybe because my husband looks at my team, and often jokingly says I am probably the “oldest social media digital marketing person out there!” But is that such a bad thing?


During the dot-com boom, I was hired by a very progressive in-demand agency. We were creating websites, and brand strategies for a host of start-ups, as well as a few of the traditional brick-and-mortar companies that saw the need to get on board with this whole new internet thing. I was in my 30’s and hired as one of the older “grey hairs” as they affectionately called anyone who had worked in the real business world.

But, they seriously needed me. Not only because I had the creative marketing talent but I also possessed the business acumen necessary to ensure that the  super cool things  we were proposing were actually going to translate in the business world. Besides, who else were they going to put in front of CEOs, CMOs, Board of Directors, and Investors to explain why the ground-breaking initiatives were going to make them money.

It was a fun and exciting time, and my career hasn’t changed much.

Which brings me to the present and the relevance of grey hairs today, and our participation in the marketing and creative mix. Believe me, I value my team of young, savvy technology and marketing people who keep me up to speed on the newest social and digital happenings, and the technology folks who go off and figure out how to put our ideas into something that works.

But I have come to realize our success is the direct result of having a combination of generations working together, being open minded, that helps us create really great stuff. Oftentimes, the coolest stuff doesn’t translate into ROI for a business. It doesn’t mean we can’t find a way to incorporate it into the mix, because often looking progressive is part of the business brand strategy. But, everything we create and recommend must align with a business goal, and be a valid reason to invest dollars.

I want my innovators to keep innovating. I love new and different and unique. And I understand, for great creative to work, the client has to be open to fresh, unchartered territories.But I also value business principles and sound marketing investment strategy. I also want to help the next generation of marketing and technology people not to lose sight of the end results.

So, hey, maybe I am one of the oldest social media digital marketing people out there . Its ok. There is a touch of wisdom and experience behind the innovation we create. And, that is why it works.

Captivating Your Social Audience: Lessons From A Subway Ride.


The other day, someone asked me why I posted something on my social profile—that had nothing to do with my business. I was a little shocked that they asked, because social media isn’t just about selling your services, its about building relationships—and I thought everyone knew that. The funny thing is that post was my highest engagement post of the week—a little humor goes a long way I told them.

What I generally tell my clients when it comes to captivating  your target audience on social channels — think of it like riding a subway to work everyday.  You probably sit by the same people most of the time, and you probably start to engage with them, and build a relationship of some sort.

So lets think about how that relationship happens.

First , the only thing you really know that you have in common with them, is that you all ride the subway from point A to point B at the same time everyday. The  conversations start out casual.  At first it is probably nothing more than a good morning or nod hello. Someone may spill their Starbucks, and you help them clean it up. You may discuss the weather, the commute, late or delayed trains, and gather some information about them-either based on their comments or inferred from their  reponses.

As you begin to get on that subway everyday—you  may expand your conversation to what you  did that weekend, a bad day at work, what each of you  do for a living ,  families, sports, news, or share a laugh or too. (hopefully politics does not enter the conversation) At this point, lets just say that you find out someone  might be an ideal prospect for you. You might start by  sharing information about your company, or your latest product/service. And, then drift off into a conversation about last nights game.  What I hope you don’t do is drone on  endlessly  about your product the whole ride.

The next week , you might share a great article you found about industry information, and another week you might  even share a case study. And, I hope that  you still ask him about his kids soccer game, talk to the others about the commute, and complain together about the late train.

Even when you find out that he  is not ready to “buy”  at this time — you don’t  you stop talking to him, do you?  Do you keep bombarding him with information? (I hope not, or he would probably change seats or trains). Do you still share industry news (yes) or if a new  product release (yes) or something great happens with your company? (yes). One day, he may either be ready to hear your full sales pitch, he may go to another company who needs your services or may refer you to someone who might be interested.

The same is true of social media. You don’t know everything about the people following your social channel, you don’t know where in the sales cycle they are, you don’t know if they have the connections or might be a good referral source. What you do know is building relationships with them is is valuable. They have connected with your channel for a reason. And, like the commuters on the subway, its about sharing information and building a relationship. So, as you plan your social content strategy, keep in mind the golden rule of social media– it’s a relationship tool with real people.  Think about where you are on the subway ride, with each and everyone of your connections. It will make for better engagement, and better social success.


The Inside Out Of Social Engagement.

Screenshot 2013-11-12 13.40.39

By Lisa McCarthy, Digital Infusion.

Let’s face it social channels, are really just a new form of communication. But, as a marketer—a pretty revolutionary one.
It seems that  every day  I work and talk with  organizations about their “social strategy” – the focus of conversation is around “external” engagement with clients and customers.
Yes, it is great to have likes on your pages,  and connections on your linked in—but, in my opinion that is not where social should begin.

With all the latest talk around “google and hummingbird” and the “value” of an “engagement” — I often suggest they should look no further than their own offices and cubicles . There greatest success for outside engagement—begins, well,  on the inside.

Getting your employees to spread the message about your product, your service, your company, your culture is the kind of advocacy and sharing that will get notice.

“Face it”, I tell CMO’s—what you say,  really doesn’t hold much weight in the social world of marketing. Fancy brochures, corporate messages , and videos of the CEO talking about the culture are nice and sometimes a must  but if you really want to get everyone engaged on your social channels and ultimately buying your product or service–these message has to come from somewhere else.

What, I find to be the coolest thing about all this,   is that  by engaging your employees first — you will go  beyond  brand building and sales. By  creating a culture and  communicating with your employees, through social channels, you will begin to build a culture and a army of brand advocates.  And ,that is more important then you realize.

While more than 80% of companies today, will say they use social technology on some level, few have figured out how to use it to have measurable impact on the organization as a whole. Once they figure it out and integrate social communication into day-to day work flow, developing greater connectivity throughout the organization—they are creating information and tools to help each and every employee become a brand building, customer service, sales team that will be unstoppable.

Which is why we implemented MI360, a properitary system, with every social marketing program we initate. This tool not only measures responses, sharing, likes etc, it also helps us help enterprises get their employees to share information and measure the responses to that particular content!

The McKinsey Global Institute last year estimated that $900 billion to $1.3 trillion in annual value could be unlocked in just four sectors by products and services that enable social interactions in the digital realm. Although it isn’t easy and will require companies to view social technology as more than just another tool that needs to be implemented and done. Until companies begin to see social media as a enabler of organizational transformation, especially one of internal branding to their own employees—they will never unlock the true power of social creating internal brand advocates that “share” “promote” and “sell” your company to their connections, and that is pretty powerful ! Do the numbers alone, and you will realize the potential for growth and customer engagement is unstoppable. Success is in the hands of those are willing to think alittle different, and not follow the crowd! So how are you looking at engagement: From The Outside In or The Inside Out?

Mi360 Social Media Management Tool

There’s Something New in Social Media – 11-12-13

Today is 11/12/13
It’s a special day because:
Mi360 is Ready for YOU!

Today we’re proud to announce that our digital marketing technology partner, Massive Impressions, is releasing to the public our secret weapon – Mi360.

We’ve been using this proprietary content marketing & social media management tool for over a year with our clients and all we can say is WOW it’s a marketer’s dream.

In support of our partner, we’re ready to let marketers like you take advantage of it too.

Up to now we’ve been using our secret weapon exclusively in-house. We’ve improved and refined it for years.

Now it’s ready for you to use.

Social Media & SEO Success

Social Media & Search Engine Optimization Go Hand in Hand

It’s time to get your heads out of the sand and face facts.  Social Media is no man’s island.  Simply re-posting third party content to make your company look smart, or making statements with no inbound links to your website just doesn’t cut it anymore.  Content must be engaging, grow audiences organically, start conversations AND link back to your website.


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