• Introduction
• Objectives of the ISSA Guidelines on Communication by Social Security Administrations
• Structure of the ISSA Guidelines on Communication by Social Security Administrations
• A. Communication Principles
• Guideline 1. Communicating the institution’s mandate
• Guideline 2. Values and ethics in communication
• Guideline 3. Communication as a leadership tool
• Guideline 4. Consulting and engaging with stakeholders
• Guideline 5. Segmenting stakeholders into groups
• B. Governance and Management
• Guideline 6. Meeting statutory requirements
• Guideline 7. Communication and strategic planning
• Guideline 8. Monitoring and cost control
• Guideline 9. Environmental scans
• Guideline 10. Strategic use of new communication technology and social media
• Guideline 11. Crisis management and communications
• C. Communication Directorate
• Guideline 12. Place of the communication directorate in the institution
• Guideline 13. Roles and responsibilities of the communication directorate
• Guideline 14. Client-centric information
• Guideline 15. Corporate design and branding
• Guideline 16. Accessible, inclusive and non-discriminatory communications
• Guideline 17. Qualities and skills of communication professionals
• Guideline 18. Information and communication technology as an enabler of communications
• Guideline 19. Service level agreements
• Guideline 20. Effectiveness of communication tools
• D. Internal Communication
• Guideline 21. Purpose of internal communication
• Guideline 22. Change management and communication
• E. External Communication
• Guideline 23. Informing the citizen/client about benefits and services
• Guideline 24. Relations with the media and the press
• Guideline 25. Developing a social security culture
• Guideline 26. Digital communication as a development priority
• Guideline 27. The new challenges in communication
• Acknowledgements