Sometimes, brands find themselves in dangerous waters when trying to engage their audience through emotionally-charged popular narratives. Often enough, we see businesses initiating or tagging onto sensitive conversations involving race, politics, skin colour and gender; some nail it, others damage their brand catastrophically, and most end up making their conversations seem unauthentic. Remember how the race to position themselves right within the Black Lives Matter movement came out for most brands? Those who did not filter the narrative through their own brand personality, or present it through their true views and ideas, had their audiences disengaged, and sometimes even enraged.
When we were working with Rithihi—one of Sri Lanka’s most beloved saree boutiques—it became important to engage with certain topics that were sensitive. At the height of the Covid-19 pandemic in India as the death tolls were sky-rocketing, it was insensitive to talk about the beauty of sarees handmade in areas like Banaras, Kanchipuram and Ludhiana, that were devastated with disease. It was important to address this, and convey the brand’s authentic emotions towards the catastrophe; However, it was a highly emotionally-charged topic and there was already growing criticism on how some brands were delivering their messages.
We created a newsletter with stories that celebrated the skill and beauty of artisanal communities affected by the pandemic. The message was approached through Rithihi’s values, while the response to the situation was framed through the brand’s personality framework. The stories, as always, were delivered strictly through the established brand voice for Rithihi. As a result, the message was authentic in reflecting Rithihi’s true views and sentiments, and well-received; it led to creating many meaningful conversations between the brand and its audience.
These kinds of emotionally-charged narratives are where a brand’s true strength in communications is tested. Rithihi continues to have interesting and engaging conversations with its circle through relevant topics and narratives that really speak to people; The brand personality framework and the voice that we crafted for Rithihi have been the key tools in getting these stories right. This is why we often point to Rithihi as an example of a brand that effectively uses the tools that we developed to have meaningful conversations. If you want to find out more on how we consult and create stories to help brands navigate through complex narratives, send me a message.