Future communications preferences
Email is a core channel
Email should remain the primary communication method to reach the majority, supplemented by other channels (postal mail, social media, and text messages) to cater to different preferences and requirements.
Content preferences
Respondents seek diverse content, prioritising timelines and compensation calculators.
Tailored content by audience
With such a diverse community, people really want and require more tailored content.
Affected groups: focus on practical resources like timelines, calculators, and guides.
Directly infected community: also emphasise support services and opportunities for engagement.
Younger audiences: broaden content offerings to include updates on eligibility and announcements.
Clarity and usability
There is a demand for detailed information that is easy to navigate and digest, highlighting the importance of clear, concise, and well-structured content delivery.
In any communications or official channels, we need to consider the right level of detail, in the right place, signposted for the right people. Our website will play a vital role in this: providing comprehensive content that is easily located.
Nearly all respondents prefer email communications; however, there is some requirement for a range of methods.
| Method | Percentage |
|---|---|
| 97% | |
| Website updates | 28% |
| Postal mail | 26% |
| Text message | 24% |
| Webinars or online videos | 22% |
| Social media | 10% |
Communication preferences are broadly comparable between those infected and affected; however, those infected have a stronger preference for postal mail.
Which of the following methods would you prefer to receive information from the IBCA?
Preferred methods of communication are broadly comparable across age; those under 55 years old have a slight preference for social media and text message compared to older respondents.
| Communication method | Under 55 | 55 or older |
|---|---|---|
| 97% | 97% | |
| Website updates | 29% | 27% |
| Postal mail | 27% | 26% |
| Text message | 27% | 22% |
| Webinars or online videos | 21% | 22% |
| Social media | 13% | 8% |
Respondents are seeking a diverse range of content, with timelines and compensation calculators being some of the top priorities. The feedback underscores a clear demand for both breadth and depth of information but delivered in a way that doesn’t overwhelm.
| Timelines and expected wait times for processing a claim | 86% |
|---|---|
| Calculator to understand how much compensation you may be eligible for | 82% |
| Timeline of when the community will be able to make claims | 81% |
| List of what documentation you will need to make a claim | 78% |
| Status updates on claims once they are being processed | 78% |
| Step-by-step guides on how to make a claim | 78% |
| Contact information for help with the claims process | 73% |
| Information on support services (e.g. legal, financial, psychological) | 63% |
| Decisions and announcements regarding regulations | 60% |
| Changes to eligibility criteria or required documentation | 59% |
| Opportunities to provide feedback | 53% |
| An independent IBCA website | 47% |
Affected groups show a stronger preference for timelines, compensation calculators, step-by-step guides, and updates on changes. Infected respondents are more inclined to value information on support services, and opportunities to provide feedback.
What types of content would you find most helpful from the IBCA?
Younger respondents (under 55) are more likely to want a broad range of content and information from timelines to eligibility changes or announcements. This is likely a result of being newer to the compensation journey.
| Content type | Under 55 | 55 or older |
|---|---|---|
| Timelines and expected wait times for processing a claim | 86% | 86% |
| Calculator to understand how much compensation you may be eligible for | 86% | 80% |
| Timeline of when the community will be able to make claims | 86% | 79% |
| List of what documentation you will need to make a claim | 79% | 78% |
| Status updates on claims once they are being processed | 78% | 78% |
| Step-by-step guides on how to make a claim | 79% | 77% |
| Contact information for help with the claims process | 72% | 73% |
| Information on support services (e.g. legal, financial, psychological) | 71% | 60% |
| Decisions and announcements regarding regulations | 67% | 57% |
| Changes to eligibility criteria or required documentation | 65% | 56% |
| Opportunities to provide feedback | 57% | 52% |
| An independent IBCA website | 55% | 44% |