Not all communication channels are the same. A certain channel can be a better fit for a certain category of applicants and, similarly, other channels can be a better fit for the specific message you are seeking to communicate at a given time. It is therefore important to choose the most appropriate communication channel(s) to deliver information.
When choosing your communication channel(s), make sure that it is fit for your purpose (e.g. considering how detailed or complex your message is) and that it is fit for the applicant (considering their personal circumstances).
Oral communication
Oral communication allows you to double check that the information has been understood. For this reason, complex information should be communicated to applicants orally, accompanied by appropriate explanations.
You should adapt your communication techniques to the personal circumstances of the applicant and provide information that is directly relevant to them. You can also apply techniques to immediately verify whether the applicant has correctly understood your message. For these reasons, it is recommended to deliver information orally to each applicant at least once during access to the procedure.
For more information on oral communication techniques, see Section ‘Oral communication' on this portal.
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Practical tip on creating groups of applicants for information provision
- Form groups of applicants for oral information provision sessions by looking into their personal circumstances.
Sometimes larger groups can be formed, for example when general information is delivered to applicants who have similar backgrounds in terms of language, nationality and culture. Other times, smaller groups or even individual information provision needs to be considered, for example when the applicants need to receive specific information and/or the information needs to be communicated to them in a specific manner to ensure their understanding, for example for children or persons with cognitive and learning difficulties.
- Consider the group’s size and composition to ensure effective information provision.
The group’s size should not be so large as to make it difficult for an applicant to ask questions or for you to apply the verification methods to ensure understanding. The group composition should consider what is needed for an applicant to feel safe to raise questions. For example women may not speak or ask questions that are personally relevant for them while in the presence of men.
During information provision in a group setting, it is advisable to inform the applicants explicitly that they can also ask questions privately and in a confidential manner.
Practical tip on facilitating group information sessions
- Groups should be formed of applicants who speak the same language, in order to avoid double interpretation which would slow down the dynamics of the session.
- To facilitate the information session, have at least one facilitator and one interpreter. It is possible to have two facilitators co-leading the information session. If the session is delivered based on a script, it is key that both the facilitator(s) and the interpreter go through the script several time and discuss together how to deliver the information session.
- Identify a space where the information session can be carried out without any interruption. Depending on the size of the group it is necessary to find a room that is big enough to fit all the participants. Regarding the setting it is recommended to have the chairs placed in a semicircle. Make sure that all participants can hear well the facilitator(s) and the interpreter.
- Inform the applicants at the beginning of the session how long it is estimated that the information session will take.
Practical tip on supporting oral information with information materials
- Support oral information sessions with printed materials or links to digital sources so that the applicant can revisit the information at their own pace.
Oral information provision has many advantages, but it is fleeting by nature. For the applicant, it can be challenging to absorb and retain large amounts of new content in the given time span. This is why you need to support your oral information sessions with written material.
Printed materials
Printouts primarily include written information, including leaflets, brochures or booklets that can be supported by visual aids, such as infographics, cartoons or flowcharts. For this reason, printed materials can communicate detailed messages and an extensive amount of information.
Printouts are a one-way communication channel that is primarily intended for functionally literate applicants. At the same time, some of the core messages can be illustrated in visual aids to communicate limited content to applicants who are illiterate or have poor reading skills. Printed communication materials can be made available to the applicant at all times.
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Practical tips to use with low-literate and illiterate persons
- Use simple summaries and self-explanatory illustrations
People with low reading skills do understand the importance of written information and have often developed techniques to use it. They can often access the content of written material if it contains simple summaries, such as a box with short summaries at the beginning of each chapter.
An illiterate person will take and keep printed materials if they recognise that the information is relevant for them. This can be achieved by using self-explanatory cover illustrations.
People with low reading skills and illiterate persons will often ask others from their communities to read more extensive texts out loud to them.
Digital communication
Information can be disseminated via digital platforms so that it is available to the applicant at all times. However, this implies that the applicant has the digital skills required to use the information platforms, and access to the relevant equipment (i.e. an internet connection and a computer or mobile phone). Furthermore, information platforms need to be accessible in a language that the applicant can understand.
Digital platforms can be used to store different types of information material, including material with a high level of detail on a number of information topics. In this way, the applicant can find detailed information on all topics that are relevant to them.
Information can be distributed via a variety of digital platforms, some of which allow interaction with the applicant.
One-way digital communication
Information material that is disseminated digitally is often intended for one-way communication. However, it can be adapted to the personal circumstances of the applicants and include written text, visual communication items and audio.
Practical tip on using digital tools to make information available in different formats
- Use text-to-speech systems to make your written information available in audio format.
This is useful both for persons with limited reading skills and those with limited fluency in the language used.
Two-way digital communication
Digital communication can entail interactive platforms, such as dedicated mobile applications for information provision, social media and chats embedded in a website. These platforms allow the applicant to contact the information provider in order to receive more information or clarifications.
Call-in and messaging services can also be used to communicate directly with the applicant. These include hotlines, emails, phone calls and mobile applications such as WhatsApp. These channels can be used to disseminate specific information or announcements. Interpretation or translation needs to be available to ensure effective communication.
Even though digital interaction cannot replace face-to-face oral information provision, the above-mentioned means can answer the most pressing questions or concerns that the applicant may have in between in-person information provision sessions.
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Practical tip on frequently asked questions
Prepare frequently asked questions (FAQs) and answers for each information topic. It will facilitate information provision for both the provider and the applicant.
FAQs can be automated in digital platforms by using chatbots that ‘talk’ to the applicant about their most common questions on the asylum procedure and refer to relevant information materials. Chatbots can be programmed to communicate in different languages. They function 24/7 and can also be made available in public spaces in reception centres, or in the waiting area at the asylum service.
Audiovisual communication
Audiovisual communication refers to broadcast media, including loudspeakers, video screens, television or radio. This one-way communication channel is intended for communicating simplified messages or announcements that need to reach applicants within short time limits.
Broadcasted information is often delivered in an environment with distractions, which makes broadcasting less suited for detailed, complex or personalised messages.
Even though broadcast media can reach large audiences, this channel is most effective when it targets a well-defined audience. For example, loudspeakers are a useful channel to make announcements and video screens can be used to disseminate videos and animations in reception facilities.
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