I think you pretty much have it. Here’s what I wrote elsewhere that says the same thing in a different way:
In a vacuum as a a statement, I think it’s a very “fine” message: We know this is stressful to you, we’re working hard to communicate races as soon as we know for sure, etc.
Zoomed out, I think we have to remember we’re a year into this and people have felt, justifiably or not, that they have had pretty terrible communication. As such, at this point, I think this is a message that could have used some improvement. 8 ish months ago I think this message as written would have been pretty darn good actually.
A year into this,I would have written it with more actionable steps. Things like, “we’ve implemented a clear structure that helps us define when races are go/no go, and you will always know within 6 weeks of a race. We have better defined more transparent processes that ensure who/when refunds happen.” Etc etc.
Of course, much of good communication relies on good processes elsewhere; if the company HASN’T implemented those things, and it doesn’t seem like they have, then good comms can’t save you.
There comes a point where communications has to take a back seat to actual process changes or decisions, and a year into this situation, I understand why the messaging could come across as ineffectual. We’re now at a place where good comms need to be backed by action, and from what I’ve seen, those are still light, justifiable or not. If people are upset upon hearing the video, I suspect that’s why: The video itself is fine-ish, but I can imagine people watching and being like, “Who effing cares? Tell me what you’re doing about it.”