Inclusive communication guide
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Contents
Inclusive communication guide............................................................. 1
Inclusive language.................................................................................... 2
Why do we use particular inclusive language? .................................. 3
Inclusive interactions............................................................................... 4
Inclusive decision making....................................................................... 5
Inclusive meetings.................................................................................... 6
Inclusive events......................................................................................... 7
Inclusive information and design.......................................................... 9
Inclusive information and design (continued).................................... 10
Further references..................................................................................... 11
Key sources................................................................................................ 11
Department’s communities of inclusion.............................................. 11
Inclusive communication guide
Inclusive communication is effective communication – respectful, accurate and Why is it important
inclusive of all – enabling everyone to contribute diverse perspectives and feel like • Workplace culture – engagement, productivity, innovation, wellbeing
they belong. • Employer of choice, increased performance, people feel valued, can contribute
their perspectives, feel like they belong
This Inclusive communication guide is a working document developed by the Diversity, • Promotes respectful relationships
Culture and Engagement team to be used by managers, teams and individuals as a • Avoids false assumptions, stereotypes and biases that affect fairness of
guide to building more inclusive workplace cultures. decision making
• Enables everyone to understand and be understood
This guide is recommended as a learning tool; rather than a set of ‘rules’.
Apply it widely
Purpose of this guide • Team work, presentations, meetings, decision-making, design
• To enable all team members to walk the talk when it comes to inclusive • Departmental documents internal or external
communication • When engaging contractors and external organisations
• Act as a positive reference guide when policies and documents are updated • When building or using animations, videos, images or other visual content
What is inclusive communication
• Inclusive communication is effective communication – respectful, accurate,
accessible and relevant to all
• Person centred approach
• Language, processes and words that are free from stereotypes and biases
1
Inclusive language
People can tend to use non-inclusive language unwittingly, often not aware that it Avoid
can exclude. The context and the person you are interacting with can guide your • Using social context when at work e.g. introductions “women in the office” or
communication. With a growth mindset, we are all learning all the time on how to be “men in the office” instead of “girls in the office” or “boys in the office”
inclusive. If you make a mistake, make it a learning opportunity for next time. Note • Gendered language e.g. use gender-neutral terms such as police officer for
what might be socially appropriate, may not be appropriate in a work context. professions instead of gender-specific job titles such as policeman/policewoman
• Victim or objects of pity e.g. “suffering from…”, “struck down by…”, and
Key principles: think about the context, focus on the person, listen to the language “afflicted by/with…”
they use to describe themselves, if in doubt – ask the person. • “Disclosure”, “declaration of disability”, “identify as a person with disability”
• Not all people identify with being a man or a woman. People who are gender
non-conforming or non-binary may prefer gender neutral pronouns and titles
such as “they/them/their” or “Mx”
• “All genders” instead of “both genders” or “opposite sex”
• Moving away from binary language is more inclusive of people of all genders
“everyone” or “all” instead of “ladies and gentlemen” Why does inclusive language matter?
• “Chairperson” instead of “chairman” The language we choose is vital to enabling everyone in our
• “Traditional Custodians” organisation to feel like they belong. When we use the words that
others use to describe themselves, we create a workplace where
• Focus on the accessibility or disability barrier, instead of the
everyone feels valued and is welcome to be themselves.
person’s impairment
Remember, whether we intend to or not, the words we choose to use
• Use person-first language “Persons of all abilities”, “person with <identity e.g.
may included or exclude those around us.
low vision, disability>”, “person who is <identity e.g. deaf or hard of hearing>” or
“person without disability”
• Some people may prefer identity-first language “Autistic person”. It is important
to respect the language people use to describe themselves.
• Choose to share information about the disability faced and/or impairment rather
than “disclose”
2
Inclusive interactions
Building inclusive interactions starts with developing self-awareness of your own blind Avoid
spots. Research finds that we make judgements about a person’s trustworthiness, • Assuming that acronyms are understood by all
competence, aggressiveness, likeability and attractiveness within the first 100 • Assuming about accents/linking these assumptions to knowledge levels
milliseconds of seeing a new face (Willis & Todorov, 2006). Beginning with inclusive • Associating women with warmth and men with competence. Many studies show
listening slows down these snap assumptions, and makes other people feel valued these gendered assumptions are automatic, stereotypical and held by many
and understood. according to gendered roles in our society
• Stereotypical comments or jokes about identity groups
When listening to others, we tend to assume we understand and we reach conclusions • Assuming what a person is or is not capable of. If unsure, offer to help, instead of
based on our point of view and our biases. Inclusive listening doesn’t make taking over
assumptions but instead requires actively engaging in critical thinking: noticing and • Assuming all people are heterosexual. For example, if asking about a person’s
questioning our assumptions and asking open questions. Consider taking the online personal relationships use the word partner rather than girlfriend/boyfriend/
anonymous Harvard Implicit Association Test to test your blind spots. husband/wife
• Making assumptions around flexible or return to work arrangements
Key principles: start with your own blind spots, engage in active listening and open • Making assumptions about skin colour and culture
questions.
• Give someone your full attention when they’re talking
• Ask for the correct pronunciation of an unfamiliar name – make an effort to
get it right Why do inclusive interactions matter?
• Ask for permission before calling someone by a nickname (and Even in situations where you might be trying to express a positive
think about who has a nickname and who doesn’t and how comment, consider if it is based on a stereotype or assumption - such
as asking someone where they are from based on their accent.
using nicknames in an office setting can be exclusionary)
• Acknowledge people when you pass them in the Assumptions, generalisations or stereotypes create exclusion and can
put a negative focus on a person’s individual identity.
office, not just those in your ‘in-group’
• Provide feedback in a sensitive and caring manner,
seeking permission to do so when appropriate
• Use open questioning to confirm and build on your understanding
when you feel like you are making assumptions
3
Inclusive decision making
• Use a range of communication channels to receive input on a project or idea –
In our everyday lives, we make fast and competent decisions, however, fast thinking some team members will be more comfortable providing a follow up email or
does not always lead us to make the most effective decisions (Kahneman, 2011). direct phone call rather than in a team setting
Research shows that well-managed diverse teams tend to outperform homogenous • Use decision devices such as pros/cons, evaluation sheets, grids to evaluate ideas
groups, even if the members of the latter group are more capable, due to slowing down • Ensure others have a say in when/how/where they work
thinking by considering different perspectives (Scott, 2008). Inclusive decision making
activates diversity to improve innovation, engagement, and results.
Avoid
Key principles: share background and context, share complexities/ considerations, • Evaluating the person who is delivering the idea or making the decision; focus
seek diverse perspectives, enable transparency. on the idea or decision on its merits
• Making assumptions about the age or ability of people and their experience, e.g.
• Ensure the decision making process includes representatives of people who the That younger people don’t have enough experience, and older people are set in
decision relates to their ways
• Ask yourself which repeated decisions are the best to start with and gain early • Planting ideas or preconceived notions that lead others to a fixed outcome
wins – and which decisions need to start from fresh
• Assess how often diverse perspectives are directly included in business decision-
making processes
• Actively seek out multiple perspectives (especially those different to your own)
• Explicitly invite your peers to offer an alternative or dissenting view to avoid
confirmation bias (looking for evidence to confirm our own beliefs or judgments
and ignoring contradictory evidence)
4
Inclusive meetings
Inviting diverse views and perspectives to meetings can miss the mark • Introduce all people in a meeting with equal level of acknowledgement, providing
when meetings are not inclusive; potentially missing out on valuable input background contextual information to ensure inclusive information sharing
and opportunities those diverse insights lead to. Being more inclusive • Remind the group at the outset how important it is to hear from everyone who
may not necessarily require extra work, but it does require some thought. may want to contribute, and note that everyone should make efforts to hear each
Nobody needs to be excluded in order for someone else to be included. other out and limit interruptions
• Promote respectful dialogue, engagement, and debate
Key principles: share agendas, assign a moderator, notice interruptions, set norms • If one person is dominating the meeting, asking them to take on a role of scribe
enabling equitable access and opportunity for all to contribute. tasks them with listening and creates a space for others
• Consider assigning someone to ensure that virtual participants are engaged
• Consider when and where a meeting should be held and who is invited to including monitoring the ‘chat function’ if they want to add to the discussion
maximise diversity of thought and perspective • After a discussion, consider going around the room and giving each participant a
• Consider and outline the accessibility features of the meeting venue you have moment to add anything they didn’t get to share
chosen (see inclusive events for further detail)
• Sharing the agenda in advance is effective communication, and enables others Avoid
in the group to have a chance to process the information prior • Accusations of individuals excluding others – instead try role-modelling and
• Consider the accessibility of communications (book Auslan interpreters, as 1:1 learning discussions
needed, ensure a hearing loop is available if required) and provide presenters
in advance with guidelines for making content accessible
• Provide the option to opt out of sharing video during online conferencing. Some
participants may feel more comfortable sharing only audio
5
Inclusive events
In order to plan events that are inclusive, it is necessary to go beyond simply • Book Auslan interpreters, as needed, and discuss with the interpreter and Deaf
accommodating or acknowledging people’s differences, and instead, to create events participant where the best location is for reserved seating to ensure clear view;
that are universally designed – or inclusive for everyone. ensure a hearing loop is available; provide live captioning; provide adjustable
height microphones or lapel microphones
Key principles: accessibility for all in the selection of venues, food, activities. • Provide presenters in advance with guidelines for making content accessible.
Consider the accessibility of activities and tasks during the event
• Consider the accessibility of the venue including visibility of the presenter in • Include an acknowledgment of country. For large, formal events, a Welcome to
relation to the screen and effects of glare Country is more appropriate
• Entrances, automatic doors, lifts, ramps, corridors, accessible bathrooms, • Meeting/event organiser to provide a verbal explanation of the venue layout.
pathways are easily available, functioning, clear of obstacles; welcomers • Promote respectful dialogue, engagement, and debate
understand information on service animals; wayfinding materials and signage is • Catering: provide a variety of meal options and items that are easy to eat and are
easy to read; provide sufficient space between tables and table height clearly labelled
• For invitations, outline the accessibility features of the venue you have chosen
and provide information about accessing the venue, including accessible Avoid
parking, general parking, public transport, and venue drop-off points. Also, • Strobe lighting or flashing lights
attendees to advise of any other accessibility requirements when registering so • Asking for gender markers in a registration form or RSVP. If for any reason gender
that these adjustments are managed as part of the meeting/event must be asked for, please use “Woman, Man and Other” as the options
The message may look like:
Access and inclusion: Please advise of any accessibility requirements you may have
(access to venue, meeting materials, lighting, seating, room conditions or methods
of presentation), at least five working days prior, so we can make the necessary
adjustments and provisions before or during the meeting.
• Ensure guests and participants can register for the event in a range of ways,
including by phone, email or online
• Consider the accessibility of communications
6
“We see the world not as it is,
but as we are.”
Anais Nin
7
Inclusive information and design
Behind inclusive and accessible information lies thought, empathy and inclusion. This Images
doesn’t happen by accident, it happens by planning and design. If you communicate Imagine how much information, entertainment and understanding you’d miss out on if
with people, you need to know about accessibility that considers the varied needs you couldn’t see pictures.
(age, size, ability) of users.
• Add image descriptions (alternative text or alt text) for each shape, picture, chart,
Accessibility checker SmartArt graphic, graphic, diagram and table;
• Run Accessibility Checker before sending your email message or sharing your 1. Right-click the object, click Format Object, Format Picture, Format Chart Area,
document or spreadsheet or other, and then click Alt Text
2. In the Description box, enter an explanation of the shape, picture, chart,
Link text SmartArt graphic, or other object. This box should always be filled in
Imagine not being able to quickly scan a page of content to find the information you need. 3. If you want, in the Title box, enter a brief summary. This box should only be
filled in if you are entering a detailed or long explanation in the Description box
• Concisely describe the link’s target – where it will take the reader • Succinctly and accurately reflect the content or function of the image
• Link makes sense when read out of context (i.e. • If the image contains text, replicate the text in the description
Without reading the surrounding text) • If the image is used as a link, describe the link destination in the description or
• Front-load with the most important words, e.g. Use “barriers to inclusion in the use real text (not image of text)
workplace”, instead of “learn more about barriers to inclusion in the workplace” • If the image is purely decorative, describe as “decorative” or a null alt
• If the link’s purpose is a download, include the type and size (“” in HTML)
of what will be downloaded, e.g. “‘We all belong’ workforce • Try to consider diversity when selecting imagery, such as looking for images
diversity and inclusion framework (PDF, 903KB)” other than the traditional “nuclear” family. Do however try to avoid tokenism and
• Link is underlined and in a colour that stands out only use images that are relevant to the message
• Avoid gender dominance – where a person of either gender stands in front of
Avoid the other
• Ambiguous link text e.g. “read more” or “click here” • Take cultural protocol into consideration when using images
8
Inclusive information and design (continued)
Headings Easy-read
Imagine how difficult it would be to read a 200-page document without any headings. • Clear, simple, inclusive language appropriate for your audience
Imagine how frustrating it would be to find specific information within that document. • Left-align text
• Sans-serif fonts, such as Arial or Verdana
• Use ‘true’ headings • Expand acronyms on first use and wherever else is reasonable
• Colour contrast between text and its background has a ratio of at least 4.5:1,
e.g.Heading 1 , Heading 2, Heading 3 Except for large text and purely incidental decorations (free tools to test this
Outlook: found in the “Format Text” ribbon include vision Australia’s colour contrast analyser)
Word: found in the “Home” ribbon (styles)
Avoid
Videos • Excessive use of bold, capitals, italics and underlines
Imagine watching your favourite movie without being able to see it or hear it. • Very small font sizes (ideally minimum 12pt)
• Using colour alone to convey information
• Include captions and audio-descriptions – an equivalent, synchronised, textual
version of what is spoken throughout the video. (Closed captions can be turned Alternative formats
on or off, whereas open captions are always visible) • Written material is available in alternative formats, as required, before and after
• Include transcripts – a textual version of what is said during the video, and may the event (e.g. braille, large print, audio, electronic, plain English/Easy English)
include descriptions, explanations or comments
– Try to consider diversity when selecting imagery, such as looking for images
other than the traditional “nuclear” family. Do however try to avoid tokenism
and only use images that are relevant to the message
– Avoid gender dominance – where a person of either gender stands in front of
the other
– Take cultural protocol into consideration
If videos cannot be captioned or audio described, the presenter should supply any visual
information that a person with low vision may not be able to access.
9
Further references Department’s communities of inclusion
The department is a member organisation of Diversity Council Australia For more information and support join any of the following online communities for
(DCA) specialising in inclusion and diversity research. To access the following staff through The Learning Place:
resources, department staff need to create a user ID. DCA has specific
fact sheets on inclusive language for each of the following areas: • True Colours Network
• Able – All Abilities
• #WordsAtWork Age Guide • All Kinds of Minds
• #WordsAtWork Cultural Background Guide • Parents and Carers
• #WordsAtWork Disability Guide • Aboriginal and Torres Strait Islander
• #WordsAtWork Gender Guide • Many Cultures
• #WordsAtWork Indigenous Guide • Generational Diversity
• #WordsAtWork LGBTI+ Guide
Key sources
The following sources have been used in writing this document.
07 3513 5388
• DCA’s inclusive communication tips & language guide Words At Work
• Victorian Governments Guide
• Australian Network on Disability Guide [email protected]
• Tasmanian Education Department Guide
• Queensland Government Inclusive Language Guide
• Queensland Public Service Commission Inclusive Communications and OnePortal – We All Belong
Campaigns Guide
• Web Content Accessibility Guidelines version 2 (WCAG 2)
• Australian Network on Disability Beginner’s Guide to Accessible Content
• Australian Network on Disability Event Accessibility Checklist
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The Inclusive
Communication Guide
is an initiative of
20217_HR
