Prof. Dr. John Ditch, Academic expert MISSOC NETWORK MEETING Vilnius, 17-18 October 2013 Challenges associated with ensuring effective communication in the field of social security Prof. Dr. John Ditch, Academic expert

Communication and Social Security Complexity and Contention - Policy and administration Language and Nomenclature - Sense and sensibility Attitudes and Opinions - People and perceptions SSAC Report: Communications in the benefits system Special Eurobarometer 391: Social Climate

Communication and Social Security Composite index: Strongest: NL, DK, LU, SE, AT, DE, FI, BE, MT Mid-range: UK, FR, EE, CZ, SI, IE, SK, LV, ES, LT, PL Lowest: CY, BG, IT, PT, HU, RO, EL

Communication and Social Security

Communication and Social Security Unemployment Benefits Strongest scores: LU, NL, AT, DK, BE, DE, FI, FR Mid-range scores: MT, IE, UK, SE, SI, LT, CY, ES, CZ, LV, SK Lowest scores: EE, IT, PT, PL, BG, HU, RO, EL

Communication and Social Security Pension provision Strongest scores: LU, NL, DK, AT, BE, FI, DE Mid-range: MT, UK, FR, IE,SI, ES, CY Lowest scores: CZ, LT, HU, SK, EE, IT, LV, PT, PL, BG, RO, EL

Communication and Social Security The key challenges Multiple messages from multiple agencies Complexity v. simplicity Range of platforms/channels Language Cost: methods, materials, reviews and appeals

Communication and Social Security Platforms and Channels Face-to-face Letters Telephony Leaflets Internet New Social Media

Communication and Social Security Problems arising from poor communication Inappropriate actions Inappropriate claims Social exclusion and confusion Increased administration costs

Communication and Social Security Characteristics of good communication Relevant Varied and interesting In language the recipient will understand Logically ordered Easy to navigate Action focused Above all: be accessible

Communication and Social Security Examples of good practice USA- SSA: Federal Plain English Guidelines Australia: Web and Apps Singapore, Kenya, Tanzania & Uganda: mobile technologies

Communication and Social Security Conclusions Communication is ‘two-way’ Importance of clear & effective communication Identify & respond to claimant preferences Claimant Communications Unit