Recommendation 4

A lack of clarity, timeliness and the volume of government communications has, at times, hindered the public’s understanding of guidelines and ability to comply with them. Government published a large amount of guidance during the early stages of the pandemic. Some departments, for example HM Revenue & Customs, developed effective, clear and consistent communications and engagement plans for initiatives such as employment support schemes. Communications from other areas of government were not always clear or timely. The Department for Education alone published 148 new guidance documents or updates to existing materials between 16 March and 1 May 2020. Guidance was often published at the end of the week or late in the evening, putting schools under additional pressure, especially when guidance was for immediate implementation. Stakeholders have identified a wide range of language-related issues in government’s official communications, Initial lessons from the government’s response to the COVID-19 pandemic 7 ranging from complex use of vocabulary and grammar to vague references and inaccurate information. Some intended recipients may have also been excluded from communications. Government communications have focused on medical data far more than on the social and economic consequences of the pandemic, potentially limiting the public’s ability to form a complete picture of the pandemic’s impact. Announcements surrounding restrictions in Bolton and Blackburn on the 14 May indicate that communication errors are still taking place. Recommendation: The Cabinet Office should write to us by 31 October 2021, setting out what lessons it has learnt regarding communicating with the public and stakeholders and what guidelines or procedures it has implemented to minimise issues concerning the volume, clarity and timeliness of communications.