Many organisations have so much to communicate to their customers, potential customers or members that is sometimes hard to know what message will resonate the most.
Many have a limited budget so want to ensure that they focus on the most effective messages. Finding out what people know, what they value, and the language they use to describe these values is the first step in creating meaningful communication.
A real challenge for not-for-profit clients is gaining independent and objective feedback about how well they are meeting the needs of their stakeholders, especially when stakeholder needs can be very diverse. Predicting those needs can be an even greater challenge
We were able to do this for National Welfare Rights Network (NWRN) now known as the National Social Security Rights Network (NSSRN).
Our report concluded: "This research has demonstrated that the National Welfare Rights Network (NWRN) provides a highly valuable service to people seeking assistance with Social Security problems, whether the service delivered is ‘advice’ or ‘casework’. The casework interviews revealed that the NWRN centres provide a seemingly unique service, which combines knowledge of Social Security legislation, a responsive and caring approach to client service, and a method of contact which people living in poverty can afford. Both the casework interviews and the advice survey indicate that other legal assistance providers including Legal Aid and Tribunals make referrals to NWRN as a specialist service in this field. "