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

2. 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

3. 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

4. Communication and Social Security

5. 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

6. 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

7. 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

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

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

10. 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

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

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