Communication

Appropriate communication is an especially important form of responsiveness with its own principle under the Access and Equity Framework. Open and effective channels of communication are necessary to properly understand clients’ experiences and to respond with improvements in programs and services. Strategies for improving communication include:

  • providing information in a timely manner, in appropriate media, publications, formats and languages
  • recruiting and training staff who have appropriate linguistic and cultural skills, or using interpreting services, to ensure effective communication with clients
  • consulting appropriately with diverse communities and client groups about the development of policy, legislation and regulations, the implementation of programs, and the delivery of services.

Agencies which reported against this principle used a variety of strategies to reach groups and individuals to understand their needs, preferences and circumstances better. Innovation was often evident in their approaches to communicating effectively with clients.

Agencies used translation, interpreting, auditing staff language skills and encouraging bilingual and multilingual staff to seek accreditation as interpreters. Many gave attention to ensuring complex matters were written in plain English and that information was communicated through appropriate channels, especially in seeking to connect people with services they may not know about.

Appropriate agency websites can greatly increase the ease and speed of access to online information. Some agencies engaged with peak bodies and non-government organisations or used stakeholder surveys to consult or test resources and approaches.

Examples of a range of Australian Government agencies’ approaches to communication follow below.