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

The specific guidelines in this section are:

In time of crisis, the institution maintains public confidence, minimizes disruption in operations and mitigates reputational risks through the provision of timely, coherent, accurate and appropriate communication. Anticipation, timing, and competent response are critical elements of any crisis plan.

The institution is aware of innovative communication technology and makes informed decisions about the use of social media in communication.

The institution regularly gathers news and information and selects those that may have an impact on its operations and its stakeholders.

The communication unit allocates and spends its budget to achieve its goals in the most effective and cost-efficient manner.

Communication is an essential part of the institution’s strategic plan. It identifies shared objectives, aligns the work of staff and resources and sustains stakeholder support internally and externally.

A strategic plan spells out the key business strategies and plans of action of an institution over a three- to five-year period.

The institution fully meets all statutory requirements with regard to reporting requirements, disclosure and access to information.

Communication for social security administrations requires establishing policies and practices to carry out the wide spectrum of communication-related activities in support of the overall mandate of the institution and of the specific needs of internal units. Such policies and practices aim to guide the institution to:

To increase the efficiency and effectiveness of its communication activities, the institution identifies the major groups and sub-groups of its stakeholders.

The institution remains in touch with its internal and external stakeholders in order to listen before speak.