3. Successful Verbal Communication

Preferred Means of Contact

The spring 2002 survey on government communications showed that fewer people with less formal education had communicated with the Government of Canada (26 per cent compared to 41 per cent of the general population).

Telephone and personal contact remain the most frequently used means of communication. In such a context, there is no doubt that the quality of personal communication has a decisive effect on public satisfaction.

The varied research has also emphasized the importance of active listening. Communication must be a two-way street.

For individuals with low literacy skills, traditional means of communication are not just a means of obtaining information. This is demonstrated by the fact that, when we clarify certain points and provide additional detail, they understand better and feel reassured.

PREFERRED MEANS OF CONTACT WITH THE GOVERNMENT OF CANADA
26% of those with less formal education contacted the Government of Canada in the three months prior to the survey …
By telephone
In person
By mail
By Internet

Respondents were able to choose more than one means.
Communication Canada, Listening to Canadians: Communications Survey, Spring 2002.

Relay of Information

Communication Canada’s research in the field of literacy has also shown the importance of information relay.^{Footnote 1} It was found that one respondent in ten had asked another person to communicate with the Government on his/her behalf.

These resource people are generally part of a person’s network of immediate contacts, i.e., the group of individuals with whom the person has already established and tested a relationship of trust.

Skip footnote section