Samoa Bureau of Statistics Internal Communications Protocols

Principles

• We are focused on being clear, meaningful and relevant in all communication
• We are open to communication at all levels, and respectful of all

Goal – To improve communication between all people in SBS so that:

• All staff are fully informed and engaged
• Communications go to all appropriate people
• Mis-communication is minimised

Communicate well

• Use focussed, honest communication
• All people are important: show respect
• Be professional, not personal
• Acknowledge others work
• Use the language you are most comfortable in
• Listen – two-way communication works

Maintain good relationships

• Use the appropriate channels – communicate through the person you report to.
• Managers maintain good relations with their staff by ensuring they are informed first about matters that affect them
• Always discuss an issue with your direct manager first. If they are not available and you need to go higher, brief your direct manager as soon as possible
• All levels have an open door, but only use these when normal channels fail

Follow email protocols
Email is a core communication tool and must be treated as official communication.

• Read your emails every day
• Respond within a day
• Copy the appropriate people
• Follow up with a conversation either before or after
• If angry or offended, don’t respond till later, then tackle the issue not the person.

Actions

• On the job coaching and training in effective language for professional communication
• Managers lead by example and provide supportive feedback to increase skills
• Regular team meetings – weekly
• Regular one-one staff progress discussions – at least monthly
• Check if communication has improved e.g. with staff engagement survey

Samoa Bureau of Statistics External Communications Protocols

Principles

• We are focused on being clear, meaningful and relevant in all communication with our stakeholders
• We ensure we understand our audience and tailor our communication to meet their needs.

Goal – To improve communication with stakeholders so that:

• Users and data suppliers have increased awareness of the roles of SBS
• The availability and usefulness of statistics increases
• The information is disseminated in ways that meets user data needs

Communicate well and often

• Use focussed, honest communication
• Be professional
• Contact regular users and suppliers often
• Listen and make sure you understand the issue or request
• Follow good email practices

Maintain good relationships

• Be aware of the SBS service charter and follow it
• Build relationships through informal discussion
• Use the appropriate channels for requests e.g. ACEO to ACEO
• If you pass a request on to someone else to action, follow up to make sure it is done
• Follow up emails with a phone call if needed
• Develop a Memorandum of Understanding for each sector and major suppliers, to ensure mutual understanding

Release Information to meet user needs

• The website is the first place to look for information for many users.
• Make sure every information release is on the website on the day
• Provide Samoan translation of all short information releases and summaries of long technical reports
• Follow the Dissemination Policy and SBS Style Guide
• Email releases as well as paper copies.