The communication unit and the functions it performs are essential to effective communication services.

The specific guidelines in this section are:

• Place of the communication unit in the institution
• Roles and responsibilities of the communication unit
• Client-centric information
• Corporate design and branding
• Accessible, inclusive and non-discriminatory communications
• Qualities and skills of communication professionals
• Information and communication technology as an enabler of communications
• Service level agreements
• Effectiveness of communication tools