The cancellations keep rolling in and while they aren’t a surprise, it’s impossible not to feel the emotional impact. The NTEN conference I was scheduled to present at next week in Baltimore was cancelled late last night and the video announcing the news from CEO Amy Sample Ward, conveyed a palpable passion over just how difficult the decision was.
I could list dozens more. The temptation to give in to apathy is powerful but leaning into an empathetic approach can help sidestep that bear trap.
To that end, the bulk of my Thursday was filled with assisting clients getting announcement information up on their website about cancellations, editing event information, etc.
It became clear by mid-morning that several groups were dealing with so much pressure they weren’t thinking about all the options available to them to help mitigate lost revenue. To that end, I sent an email to users pointing out options along with all the areas we could provide support.
I also made sure to let users know that the company was waiving fees for any work related to rolling out any of those suggestions. We are also providing free remote content management assistance for users who aren’t equipped to manage those tasks remotely in a secure or timely fashion.
Once the email went out, the number of incoming support requests spiked. And that’s a good thing. Simply knowing there was someone in a position to help provided a bit a relief in an otherwise stressful day.
It’s easy to get overwhelmed when things seem dark. To that end, one of the first things we tend to forget is asking for help.
If you’re someone in a position to provide assistance, be sure to let those you work with know exactly what you can do to help. The more specific the options, the better.