Principles of Inclusive Communication: An information and self-assessment tool for public authorities

Information and self-assessment tool for public authorities.


People with communication support needs can face widespread exclusion and discrimination. It is estimated that over a million people in Scotland have some form of communication support need. 1 This means it is a concern for all of our communities and public authorities.

Inclusive communication will enable people with communication support needs to:

  • Gain full access to services
  • Understand what service providers are telling them so that the advice, guidance and information provided by the services makes sense to them
  • Be understood by services providers so that service providers provide better quality, more effective services first time
  • Have a more positive experience of services and be less likely to challenge service providers
  • Maintain the motivation to take up and stick with services that make positive changes to their lives

The principles of inclusive communication and linked performance indicators contained in this document have been produced to help public authorities make their communication more inclusive, and to help deliver effective, well organised and equally accessible services that provide value for money.

Inclusive communication can save both time and money for service providers and the people who use services, and can improve outcomes for people with communication support needs and the wider community.

Inclusive communication addresses the needs of people of all ages, people from different cultural and language backgrounds, and disabled people.

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