Communication

Evidence-based strategies about providing information to users and considering their unique needs. This includes strategies about using different communication methods, formats and channels, translation of content, and using plain language. It is also about raising governments’ and organizations’ awareness about people’s lived experiences.

How to Navigate this Page

Select policy targets and evidence-based strategies that are priorities and achievable within your setting and sector. Align with your mandate, capacity, jurisdictional boundaries, and scope of practice.

Strategies marked with ☔ are important for populations-at-risk.

Entry Point for Action:
Reflects the organization’s or government unit’s sector scope and mandate

Policy Target:
Relates to the initiative’s focus

Evidence-based Strategies:
Concrete actions to guide initiatives’ design, delivery, and evaluation

ENTRY POINT FOR ACTION

Improve Regulation, Oversight, and Funding of Macro-Economic Systems and Policies

Employment and labour market

Government units ensure all workers in public and private sectors have access to pension plans, insurance benefits, and leave provisions. Transparency, accessibility, and regular disclosure of public sector compensation packages support private sector workers in their bargaining negotiations

SAMPLE INDICATORS

Ratio of private sector workers who are members of a union to that of the public sector
Level of transparency of public sector compensation packages
Trends of non-wage benefits (e.g., coverage) in the private sector
Inequalities in non-wage benefits between public and private sector workers

ENTRY POINT FOR ACTION

Expand Provision, Regulation, and Funding to Care, Education, and Transportation Services

Childcare and early childhood experiences

Government units have a clear, shared understanding of the critical role that subsidized or free childcare plays in economic development, poverty reduction, and financial wellbeing promotion

SAMPLE INDICATORS

Trends in public expenditure in childcare
Childcare burden, stratified by sex and gender (e.g., food preparation and feeding, and care, training, and instruction of children)
Number/percentage of parents/guardians who started an education or job training program (i.e., pursuit of higher education opportunities)
Trends of household income over time
Female participation in the workforce (especially for families with young children)
Gender wage gap

ENTRY POINT FOR ACTION

Simplify Access to Benefits & Services

People’s understanding of benefits, programs, and services

Initiatives identify and address information gaps and poor awareness of benefits, programs, and services to ensure eligible groups can access them when needed ☔

SAMPLE INDICATORS

Availability of information about benefits, programs, and services
Perceived levels of difficulty to access information about benefits, programs, and services
Number/percentage of initiatives using different formats and modes (e.g., brochures, TV advertisements, social media) to present information about benefits, programs, and services
Number/percentage of eligible people aware of benefits, programs, and services

Initiatives ensure that information about benefits, programs, and services is readily available in languages tailored to population and context ☔

SAMPLE INDICATORS

Availability of informative material in different languages, appropriate for populations targeted by the benefits, programs, and services
Proportion of staff reporting that their organization uses language services to better assist clients
Inequalities in achieving the outcome of interest by people from linguistically diverse backgrounds
Enrolment levels in benefits, programs, and services

Initiatives consider different levels of literacy and linguistic abilities to improve accessibility of information about social welfare policies and benefits, with particular focus on non-native speakers and people with low education levels ☔

SAMPLE INDICATORS

Availability of information about benefits, programs, and services written in plain language (e.g., grade 8 reading level or lower)
Proportion of initiatives employing visual resources (when appropriate) in information materials

Stigma and discrimination in the access of benefits and services

Initiatives review their programs and communication strategies that have unintentionally classified recipients into two groups: deserving or undeserving of taxpayer-funded cash support ☔

SAMPLE INDICATORS:

Assistance-seeking behaviour among all eligible groups (e.g., stratified by age, sex, gender, migration status)
Number/percentage of eligible groups reporting fear of being stigmatized for assistance (e.g., stratified by age, sex, gender, migration status)
Take-up rates of benefits and services according to degree of need
Trends of unmet needs over time
Rate of participation among those eligible to participate

Eligibility criteria for social welfare programs

Government units ensure all departments involved in social welfare provision share a common understanding of application and assessment processes, using the same explicit, clear guidelines and procedures to define eligibility

SAMPLE INDICATORS

Applicants’ perceptions of (in)consistent eligibility criteria across government units and sectors
Rates of appeals and reconsideration requests for benefit approval

ENTRY POINT FOR ACTION

Expand Access to Financial Services & Products

Financial inclusion (i.e., access to the formal financial system and institutions)

Initiatives provide accurate information on banking products and services that is widely and freely available, accessible, and easy for people with low English and French (other official languages) literacy and/or little previous exposure to banks and financial services to read and understand ☔

SAMPLE INDICATORS

Number/percentage of initiatives using infographics (or other visual means) in their information materials to support easy and clear communication of a topic
Availability of materials through different media channels (e.g., magazines, websites, billboards, brochures, social media)
Number/percentage of initiatives adopting inclusive communication through language and format (e.g., adequate font size for people with impaired vision and plain language use)

Financial literacy (i.e., knowledge and skills) and financial capability (i.e., attitude, knowledge, skills, and self-efficacy for day-to-day money management) programs

Building upon financial literacy strategies, initiatives support adoption of positive attitudes and behaviours towards saving, borrowing, spending, and planning to better inform and facilitate people’s financial decision-making

SAMPLE INDICATORS

Availability of free or low-cost financial in person (or online) capability programs
People’s perceptions of the level of difficulty required for accessing financial capability programs (e.g., stratified by socioeconomic status)
Number/percentage of people with positive attitudes towards saving before and after participation in financial education programs
Number/percentage of financial educators and practitioners who report participants developed negative attitudes toward risky borrowing
Confidence in knowledge and skills regarding day-to-day money management
Number/percentage of people whose basic needs are met reporting staying within their budget (e.g., stratified by age and socioeconomic status)
Perceived ability to meet financial obligation and daily needs
Number/percentage of people who report considering spending money carefully and making informed financial decisions (e.g., stratified by sex, gender and age)

Initiatives consider the context that constrains or enables people to exercise their money management decisions (e.g., insufficient income to cover basic expenses) and act in accordance with people’s best interests ☔

SAMPLE INDICATORS

People’s perception of financial practitioners hearing and respecting their financial concerns and needs
Number/percentage of people who felt that financial practitioners developed customized strategies that met their needs and values
Number/percentage of financial educators and practitioners who report delivering personalized financial guidance and information according to people’s life circumstances and trajectories
Level of agreement with the statement that personalized steps outlined for improved financial literacy and capability are realistic and achievable

Initiatives help people to make informed decisions about what financial services and products reflect their values, meet their needs, and support their short- and long-term goals

SAMPLE INDICATORS

Number/percentage of people who report knowing where to find appropriate, relevant, and accurate financial information and advice for making financial decisions
People’s perceptions of difficulty in finding financial services and products that meet their needs and values

Initiatives help people identify alternatives to using popular, but exploitative financial practices (e.g., payday lenders or cheque-cashing services)

SAMPLE INDICATORS

Number/percentage of people feeling confident about their financial knowledge and skills in identifying and avoiding exploitative financial services and products
Number/percentage of people who report understanding the warning signs of financial exploitation

Initiatives provide independent information, resources, and tools on formal, informal, and semi-formal financial services and products

SAMPLE INDICATORS

Number/percentage of financial educators and practitioners who report delivering content/sessions dedicated to informal and semi-formal financial services and programs
Number/percentage of financial literacy and financial capability program participants who now feel well-informed on financial facts and concepts (i.e., improved financial knowledge)
Number/percentage of financial literacy and financial capability program participants who now feel well-instructed on how and where to find, understand, and act on financial resources (i.e., improved financial skills)

ENTRY POINT FOR ACTION

Address Stigma & Discrimination (e.g., systemic racism and ableism)

Stigma and shame of debts

Initiatives recognize and address stigma and shame surrounding unmanageable financial debt (i.e., high debt levels compared to annual household income). Initiatives move away from judgmental language and adopt a strengths-based approach to support people managing their debts ☔

SAMPLE INDICATORS

Individual levels of financial stress due to high debt load
Number/percentage of people seeking appropriate, reliable support to debt repayment
Number/percentage of people who report feeling that their debts are easily manageable
Level of non-mortgage debt before and after program

ENTRY POINT FOR ACTION

Develop around People’s Everyday Realities

Information about services and programs

Initiatives provide accurate, safe, unbiased, and trusted information that can address people’s fears of repercussions related to applying for and receiving benefits and supports ☔

SAMPLE INDICATORS

Number/percentage of pregnant women reporting not being afraid of unsupportive workplace when considering applying for parental leave
Number/percentage of applications for parental leave (e.g., stratified by occupational categories)
Approval rate of applications for parental leave (e.g., stratified by occupational categories)
Number/percentage of parents/guardians who report feeling less afraid of applying for child support due to the risk of incarceration associated with noncompliance with payment obligation
Participants report on their fears of negative consequences associated with their enrolment in the program (e.g., among people experiencing disabilities or unemployed people)

ENTRY POINT FOR ACTION

Consider Diverse Household Financial Circumstances

Financial rehabilitation (i.e., starting over financially without debt)

Initiatives raise awareness of the ripple effects of financial rehabilitation (e.g., limited opportunities for buying a house or opening a business) and the stronger negative impact on people with a low income and insecure employment relative to people of higher socioeconomic status ☔

SAMPLE INDICATORS

Number/percentage of people who report having access to clear and accurate information about the socioeconomic consequences of filing for bankruptcy, such as a reduced credit rating (included in their credit reports for years) and difficulties in obtaining loans, a mortgage, or credit cards
People’s reports on their experiences in finding and using free, reliable, and unbiased financial advice (e.g., credit counsellor) to help them navigate their debts and improve their financial situations
Bankruptcy rate

Initiatives help people make informed decisions about their actions towards their debts and find the best alternatives for different socioeconomic groups, considering people’s life circumstances ☔

SAMPLE INDICATORS

Confidence levels about plans to pay off debt
Individual’s perceptions of progress towards paying down their debt
Number/percentage of participants who report knowing how and where to go for information and advice before making financial decisions

Financial self-efficacy

Initiatives enhance knowledge of day-to-day money management and how to choose and use financial services and products while building upon people’s lived experiences of financial decision-making

SAMPLE INDICATORS

Number/percentage of people who report keeping watch of their financial affairs
Number/percentage of people who feel well-informed about finances
Number/percentage of people who report weighing risks and benefits before choosing financial services and products

Initiatives tailor the content of financial self-efficacy strategies that target low-income people and those who have experienced significant increases in expenditures in order to leverage external opportunities and mitigate barriers people face on a daily basis ☔

SAMPLE INDICATORS

Number/percentage of low-income people who feel the services and programs set up achievable and realistic goals for them
Number/percentage of people who report feeling confident about navigating through life transitions
Levels of confidence in budgeting and managing finances
Risks to debt (e.g., middle-income people facing financial windfalls)