INSIGHTS ¦ Getting the Message

Summary

The “Getting the Message” report by StepChange Debt Charity delves into how their communications impact clients seeking debt advice. It assesses the effectiveness of these communications in aiding clients to understand and act on the advice given, alongside improvements made since the “Mixed Messages” report. This document is crucial for understanding the barriers clients face and how enhanced communication strategies can significantly improve client outcomes.

Key Points

  1. The report builds on the “Mixed Messages” findings, focusing on client experiences with StepChange’s communications.
  2. A survey and focus groups provided insights into the challenges clients faced when acting on debt advice.
  3. Many clients experienced barriers to action, partly due to communication issues.
  4. StepChange has been working on making their communications clearer, more understandable, and engaging.
  5. Key documents, like the Personal Action Plan (PAP), underwent significant revisions to improve intelligibility.
  6. Feedback indicated that while improvements were noted, some clients still found the information overwhelming.
  7. The language, tone, and presentation of communications significantly impact client responses and actions.
  8. The report highlights the importance of post-advice support and the role of communications in client engagement.
  9. StepChange is implementing a more structured approach to communications, aiming for a 10-11 year old comprehension level.
  10. Enhanced communications have led to a steady increase in clients finding StepChange’s service easy to access.
  11. The document underlines the need for ongoing review and testing of client communications.
  12. Future strategies include breaking down information into manageable parts and using client feedback for continuous improvement.

Key Statistics

  • Over 1200 documents reviewed, resulting in 70000 edits to improve communication clarity.
  • A 9% overall improvement in document intelligibility was achieved.
  • 40-50 pages long PAP documents were identified as potentially overwhelming.
  • Early improvements led to an increase in clients reporting easy access to services.
See also  [INSIGHTS]: MALG MENTAL HEALTH AND DEBT GUIDELINES

Key Takeaways

  • Effective communication is crucial for clients to understand and act on debt advice.
  • Continuous review and improvement of communications can enhance client engagement and outcomes.
  • Incorporating client feedback into the communication design process is essential.
  • Simplifying complex information into more manageable and understandable formats can reduce barriers to action.
  • The success of debt advice services partly depends on the quality and clarity of their communications.
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