Sample policy
2
Communications
Policy
Date originated:
Status:
Draft
Last review date:
Next review date:
1.
Final
Written by:
Changes authorised by:
Approved by:
Date approved:
INTRODUCTION
1.1
Name of the Organisation aims to ensure effective communication with external and
internal users, ensure staff and volunteers are kept promptly informed of any issues
relevant to their roles in the organisation, and information channels are set up within
the organisation and reviewed and updated regularly or when the organisation is
restructured.
1.2
This policy sets out our approach to communication with the outside world, both
orally and in writing, and how communication and subsequent feedback is processed
internally throughout the organisation.
1.3
The following principles underline our approach to communications:



We will try to be as transparent as possible in the way we communicate with
each other within the organisation and with people outside the organisation.
We will continually try to improve our communications (whether spoken or
written) to avoid wrong or distorted information, misunderstandings and
misinterpretations.
Information will be passed on promptly to all relevant people through appropriate
channels.
1.4
Staff, volunteers, trustees and managers have a responsibility to implement this
policy.
1.5
This policy should be read in conjunction with other Name of the Organisation
policies including:
 User care policy and procedure
 Confidentiality policy
 Conflict of interest policy
 Code of conduct for staff
 Electronic communication policy
2. DEFINITIONS
2.1
Users: Users (also known as stakeholders) are people and/or organisations who
naturally or out of necessity have an interest in what we do.
2.2
External users:
 People and organisations in receipt of our services such as refugees and asylum
seekers, advisors, other service-providers, professionals in receipt of a service
 People and organisations who give us money such as funders, donors,
contracting organisations
 Contractors and those to whom we are contracted as well as those with whom

we do business
People whose own work relies to a significant extent on our work such as
politicians, policy-makers and journalists
2.3
Internal users:
 People who are accountable for our work and to whom we are accountable such
as governing body members, managers and colleagues
 People who work for us such as staff and volunteers.
2.4
Media: National and local newspapers, radio and television, and on-line news
providers
3. RELEVANT LEGISLATION
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The Disability Discrimination Act (DDA) 1995
Data Protection Act 1998
Privacy and Electronic Communications (EC Directive) Regulations 2003
4. POLICY
Internal communication
4.1
We all have a responsibility to share and exchange information regarding work across
the organisation and to contribute towards two-way communication through the
director and managers.
4.2
We need to be clear about our own understanding and be able to ask questions
when we feel something is not clear or there is anything we do not understand.
Equally, when we pass on messages or information to others, we should always think
about what the best way is to communicate with them and how we can ensure that
what we are trying to convey is understood.
4.3
Anyone for whom our communication is intended must be able to access it easily.
The director and managers have a specific responsibility to keep their teams
informed. They should encourage the exchange of communication through briefings,
feedback sessions, review meetings, written memos/reports, through the
organisation's newsletter and by providing information in the appropriate format for
their team members.
4.4
All staff and volunteers are encouraged to contribute to the exchange of information
between management team and staff, and we will consult with staff on all matters of
importance that affect the working environment.
4.5
We will hold regular staff/team meetings and organise annual 'away days' or review
days for staff, trustees and volunteers to share information and concerns.
4.6
The Title of relevant Manager/staff member will develop guidelines for the use of
electronic communications as appropriate.
External communication
4.7
All media inquiries received by staff or trustees should be directed to Title of relevant
Manager/staff member responsible for handling media queries. Requests for
responses on new issues relevant to refugees should be discussed with the director,
who in turn should seek guidance from the governing body as appropriate and decide
whether the organisation should respond to the query or refer it to another
appropriate organisation.
4.8
Person/post responsible for handling media queries will ensure that proper
procedures are in place when asylum seekers or refugees agree to speak to the
media, to ensure their rights are respected, they feel safe, they have been properly
briefed and, if possible, are accompanied by someone from the organisation.
4.9
All staff and trustees communicating externally on behalf of the organisation will
ensure they are up-to-date with current issues and concerns, and respect the values
of the organisation.
4.10
We have a media action plan for dealing with serious incidents, either as a result of
issues directly concerning our organisation or users, or as a result of external
incidents that could reflect badly on the image of refugees and asylum seekers.
Written materials
4.11
The relevant manager/staff member is responsible for ensuring that the content of all
external publications (leaflets, information packs, articles and news releases) is
consistent with our values, in line with our charitable objectives, professionally
presented and properly proofread.
4.12
The relevant manager/staff member controls all externally produced print
publications and sets up standards to ensure they are visually consistent.
5. IMPLEMENTATION AND MONITORING
5.1
Name of the organisation’s communications policy will be presented as part of the
induction material to all new staff including interpreters, volunteers and members of
the board of trustees. Title of relevant manager/staff member should also make the
policy available to anyone requesting a copy.
5.2
We will review our communication processes every year as part of the planning cycle
in order to target relevant audiences (for example by raising awareness among
teachers) and to improve our communications with our internal and external
customers.
5.3
Title of relevant manager/staff member will be responsible for making any agreed
changes to this policy and for ensuring it is being implemented across the
organisation.