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Current communication from IBCA

Primary information sources

Our newsletters and GOV.UK websites are the most-used resources, with one-third also relying on social media or community groups and charities.

Channel preferences vary by demographic

Older respondents lean heavily on our newsletters, while younger respondents prefer a mix of channels. A multi-channel communication strategy is necessary to reach all audience segments effectively.

Clarity and relevance are key gaps

Most agree that our communications effectively convey our purpose. However, opinions differ on whether they adequately clarify eligibility for compensation.

The mixed feedback regarding the detail and relevance of current communications underscores the diverse needs of the community. This highlights the importance of tailoring content more closely to individual needs, with a stronger emphasis on explaining compensation entitlements, rather than primarily focusing on our overarching purpose.

Visual aids could improve engagement

The preference for more visual aids highlights an opportunity to make complex information easier to understand and more engaging.

Update frequency

No respondents felt overwhelmed by the frequency of our communications but there is a significant demand for more frequent communication. However, increased frequency of comms and updates does need to be managed against the risk of oversaturating and overwhelming the community.

Our newsletters and GOV.UK websites are the main sources for information. 1 in 3 also rely on social media or community groups / charities.

Where do you go to get information about the upcoming compensation process?
Information sourcePercentage
IBCA newsletters (usually via email)86%
GOV.UK website/pages64%
Community groups or charities34%
Social media33%
Online news/media27%
Other news/media13%
Print news/media12%

This table shows 86% of respondents got their information about the upcoming compensation process from IBCA newsletters (usually via email), 64% from GOV.UK website, 34% from community groups or charities, 33% from social media, 27% from online news and media, 13% from other news and media, 12% from print news and media.

All groups (infected or affected) rely on our newsletters for information. Those infected use a broader range of sources for information e.g. social media and online news.

Chart showing information sources by medium

Older respondents rely more heavily on our newsletters. Those under 55 use a broader range of sources.

Where do you go to get information about the upcoming compensation process?
Information sourceUnder 5555 or older
IBCA newsletters (usually via email)81%88%
GOV.UK website/pages65%63%
Community groups or charities37%32%
Social media38%30%
Online news/media33%24%
Other news/media13%13%
Print news/media11%12%

This table shows that of those respondents who were under 55 years of age, 81% got their information about the upcoming compensation process from IBCA newsletters (usually via email), 65% from GOV.UK website, 37% from community groups or charities, 38% from social media, 33% from online news and media, 13% from other news and media and 11% from print news and media. Of those respondents who were 55 years of age or older, 88% got their information about the upcoming compensation process from IBCA newsletters (usually via email), 63% from GOV.UK website, 32% from community groups or charities, 30% from social media, 24% from online news and media, 13% from other news and media and 12% from print news and media.

Most respondents agreed that our communications help them to understand who we are and what we are here to do.

How much do you agree with this statement?

IBCA’s communications help me understand who IBCA are and what they are here to do.
ResponsePercentage
Strongly agree22%
Agree57%
Disagree12%
Strongly disagree5%
I have not received any IBCA communication2%
I have received some communication, but cannot remember who it was from1%

This table shows that 22% of respondents strongly agree that IBCA's communications help them understand who IBCA are and what they are here to do, 57% agree, 12% disagree, 5% strongly disagree, 2% have not received any IBCA communication and 1% have received some communication but cannot remember who it was from.

Respondents were more polarised when asked if our communications help them to understand entitlement to compensation.

How much do you agree with this statement?

IBCA’s communications help me to understand who is entitled to compensation, what they are entitled to and when they will receive it.
ResponsePercentage
Strongly agree10%
Agree34%
Disagree29%
Strongly disagree18%
I do not know5%

This table shows that 10% of respondents strongly agree that IBCA's communications help them understand who is entitled to compensation, 34% agree, 29% disagree, 18% strongly disagree, and 5% do not know.

Opinions on our communications are divided. The mixed views on the level of detail highlight the community's diverse and complex needs. Most feel the information could be more relevant to their needs and two-thirds would prefer more visual aids.

How would you best describe the information you receive from the IBCA?
StatementStrongly agree or agreeStrongly disagree or disagree
The information provided is easy to understand55%41%
Communications are concise and to the point55%39%
It is always clear what the message is asking me to do (e.g. take an action, stay informed)59%33%
I feel the communication provides the right level of detail41%53%
I sometimes find the information overwhelming or too complex57%40%
The language used is accessible and straightforward68%28%
There is usually enough background or context provided to fully understand the message54%41%
I often feel the information could be more relevant to my specific needs82%14%
The purpose of each communication (e.g. information, request for action) is clear61%32%
I would appreciate more visual aids (e.g. infographics, bullet points) to make it easier to understand66%25%

This table presents the community’s opinions on the clarity and relevance of the information provided by the IBCA.

How do you feel about the frequency and timing of communications you receive from the IBCA?
ResponsePercentage
I receive updates too often1%
I don’t receive updates often enough25%
The timing of communications is predictable and meets my needs31%
The timing of communications feels irregular or inconsistent34%
I would prefer to receive updates on a set schedule19%
I have not received regular communications from the IBCA6%

This table shows that 1% of respondents feel they receive updates too often, 25% don't receive updates often enough, 31% find the timing of communications predictable and meeting their needs, 34% find the timing irregular or inconsistent, 19% would prefer updates on a set schedule, and 6% have not received regular communications from the IBCA.

No respondents feel overwhelmed by the frequency of updates, but 1 in 4 want them more often. Opinions on timing are mixed, with 1 in 5 preferring a set schedule.