People at heart: A guide to communicating with people affected by crime

Introduction

Words have a huge impact on people who’ve been affected by crime

People who’ve been affected by crime often receive communications that are written in a formal, complex way, which can be confusing and distressing. It can sound threatening, and create fear and uncertainty. For some people, this can bring back the trauma they experienced.

This kind of language can also give the impression that the person or organisation behind the message doesn’t care, which may cause some people to disengage altogether.

Putting people at the heart of our communications makes a huge difference. If someone’s had a traumatic experience, communicating in the right way can help give them the empathy, compassion and support they need when they need it most. And making everything clear can help them feel safer and empowered to make their own decisions.

Who is this guide for?

This guide was originally designed for people working in the justice agencies in Scotland, but it has been adapted so it can be used by anyone who communicates with people affected by crime. It offers practical insights and guidance on how to communicate in a clear and human way.

No one guide can meet the needs of every person affected by crime, so this is not intended to be comprehensive. It is a set of practical principles about how to approach written communication with sensitivity. When you are following the principles in this guide, always use your own experience and judgement to check whether the guidance is right for the person you’re communicating with.

Talk to people affected by crime wherever possible

Although this guide is focussed on writing, in most cases it is better to speak to people who’ve been affected by crime rather than write to them. Speaking to someone makes it easier to:

• understand their needs
• show empathy
• explain things clearly
• answer their questions
• reassure them

Only write where:

• there is a legal requirement to do so
• you’re following up a conversation
• you cannot speak to the person
• someone requests a written message

Words backed up by actions

Words alone are not enough. They must be backed up by actions. This is especially important for people who’ve experienced trauma. By backing up our words with action, for example, by doing what we say we will, we help them to trust us.

Be honest about timeframes – even if they’re long

If the action we’re taking will take time, explain that clearly. Giving people a realistic timeframe helps manage their expectations, reduces uncertainty and builds trust. It’s better to be upfront about how long something will take and any delays, than to create false hope. Even if we don’t have all the answers, we should explain what we do know, what we’re doing and when they can expect an update.

How this guide was created

To support our ambitions of having a modern, person-centred and trauma-informed justice system, we have committed to embedding the Trauma-Informed Justice: Knowledge & Skills Framework. The framework, developed by NHS Education for Scotland, sets out the knowledge and skills people need to take a trauma-informed approach to supporting people affected by crime.

The framework recognises that the way we communicate with people affected by crime is critical to support their recovery from the impact of trauma, wherever possible. By aligning with the framework, this guide offers practical insights and guidance on how to communicate in a clear, honest and timely way. This will help you to foster trust and to empower everyone who interacts with the justice system and support services.

To create it, communications experts, the First Word, worked in partnership with criminal justice agencies, victim/survivor support organisations, NHS Education for Scotland and people who have been affected by crime.

Thank you to everyone who helped to create this approach.

If you have any questions

Please contact the Scottish Government Victims & Witnesses Team at VictimsPolicy@gov.scot