Effectively communicating with individuals and families experiencing economic hardship requires a thoughtful approach. This population is incredibly diverse, with people from various cultural and linguistic backgrounds, professional and academic experiences, and personal circumstances. Some may be newly arrived in a country, adjusting to unfamiliar systems and languages, while others have lived in the same region their entire lives but still face significant barriers to stability. Clear and inclusive communication is essential to ensuring they can access the resources and support available to them.
The level of technical expertise among this audience varies greatly. Some individuals are pursuing advanced education in fields such as information technology, while others may have limited digital literacy or lack access to technology altogether. Many have not earned a high school diploma or equivalent, and underserved populations often experience barriers to high-speed internet and digital tools, making accessibility a critical factor in communication (Cronen et al., 2021). Additionally, those who are new to a country may have had vastly different educational experiences, requiring additional considerations when designing materials and messaging.
Given this broad range of backgrounds, communication must be adaptable. While every individual’s situation is unique, there are some common factors among those facing financial hardship. Housing situations vary—some may own their homes, while others struggle with housing insecurity. Household sizes also differ, ranging from individuals living alone to large, multi-generational families. The diversity of experiences means that a one-size-fits-all approach to communication is ineffective.
Language and cultural differences further shape how messages should be conveyed. In many regions, refugee resettlement programs have led to an increase in linguistic diversity, making multilingual communication a necessity. Efforts should be made to provide information in an individual’s preferred language whenever possible, ensuring clarity and accessibility. Beyond translation, cultural sensitivity is key—phrasing, tone, and context must be considered to avoid misinterpretation or alienation.
Expectations for communication depend on various factors, but there are some guiding principles that help create effective messaging. Many organizations and service providers aim to keep communications at a fifth-grade reading level to ensure broad accessibility. Balancing clarity and simplicity with a tone that is warm and respectful can be challenging, but it is crucial to avoid language that feels overly bureaucratic or impersonal. Messaging should also reflect professionalism, particularly when preparing individuals for workforce opportunities.
When crafting emails or other communications, a few best practices help maintain effectiveness. Using appropriate salutations and honorifics demonstrates respect, while inclusive language ensures that all individuals feel acknowledged. In individual communications, addressing people by their preferred name or title helps create a sense of personal connection. In mass communications, broad but inclusive terms work best. The overall tone should be encouraging, empowering, and clear—avoiding language that could come across as patronizing or directive. The goal is always to support individuals in their journey toward stability and success, without making them feel as though they are being lectured or managed.
Mass communication strategies should also be carefully considered. Messages should be relevant to the recipients and tailored to their specific needs and locations, rather than sending out broad, one-size-fits-all announcements. Protecting privacy is another priority; personal information should never be shared without explicit consent. When success stories are highlighted, individuals should provide written permission before their experiences are shared publicly, particularly on social media platforms. Trust is fundamental, and maintaining it should always be a top priority.
Crafting communication strategies for such a varied audience requires adaptability, cultural awareness, and a commitment to clarity. Whether through email, informational materials, or public messaging, the goal remains the same: to inform, empower, and uplift, ensuring that every individual feels seen, heard, and valued.
References
Cronen, S., Salinger, T., Dalsimer, A., & Ahlstrand, A. (2021). Providing pathways out of poverty and into careers. https://www.air.org/sites/default/files/2021-08/IET-and-Workforce-Training-for-Underserved-Adults-WDEMP-August-2021.pdf
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