Communication Challenges

Relevance relates to the value or interest that the recipient ascribes to the message or to the information. The more relevant the communication, the more likely the recipient will make the effort required to understand it. Communication will be understood when the meaning ascribed to the message faithfully reflects the speaker’s intention, that is to say, when the recipient understands the message in the way the communicator intended. In addition, communication will be successful if the recipient accepts the message by taking action, changing behaviour or attitude, accepting an opinion, etc.

Due to limited reading or writing skills, individuals with low literacy skills have to make a greater effort to understand and use information. The communicator must, therefore:

• demonstrate the importance of the message to increase its value and interest to the recipient;
• minimize the effort required on the part of the recipient to understand and accept the message.

To attain these objectives, the communicator must adopt the recipient’s perspective. In the case of people with low literacy skills, the message must be:

• accessible: within the scope of their knowledge and ability to handle information;
• clear: organized and presented in a logical and simple manner;
• credible: it must reflect their relationship with or perceptions of the communicator and the subject at hand.

Section 2, Successful Written Communication, provides precise tips for making information accessible, clear and credible. The challenges that low literacy skills pose are considerable, not only because the written word is omnipresent (brochures, forms, Internet sites, newspapers) but also because verbal or visual communications are often based on written logic.

Lastly, sections 3, 4 and 5 of this kit provide specific tips for verbal, televised or Internet communications.