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Successful Communication
Tool Kit -
Literacy and You
Communication Canada
May 2003
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3.0 Successful Verbal Communication
3.1 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 - 74%
- In person - 18%
- By mail - 15%
- By Internet - 4%
Note: Respondents were able to choose more than one means.
Source: Communication Canada, Listening to Canadians: Communications
Survey, Spring 2002.
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