Guideline 16. Accessible, inclusive and non-discriminatory communications

Submitted by Anonymous (not verified) on Tue, 07/10/2018 - 09:46

The institution commits itself to open and inclusive use of language in communication.

Guideline code

COM_01900

Mechanism

The communication unit should develop a manual which contains the terminology to be used in official documents such as annual reports, press releases, or letters addressing individual citizens.
The institution should offer training to its communication professionals which educates them about stereotyping versus inclusion, and the impact of these on the effectiveness of communication.
The institution should monitor its communications as to stereotypes and discriminatory content and adjust accordingly.
The ISSA Guidelines on Service Quality are relevant to this issue.

Parent

Structure

The institution should ensure that its communications are accessible to all clients through the use of variously adapted channels.
The institution uses inclusive and non-discriminatory language.