Communication Guidelines for Organisations when
Raising Awareness of Scams and Fraud: Summary
The Commissioner has been working with groups of older people throughout Wales to examine ways to make information about scams and financial fraud more engaging, impactful and effective.
Below is a summary of the key points raised by older people during these sessions, which highlight important things to consider when developing awareness raising materials.
A more detailed summary of the issues and ideas shared by older people during these sessions is also available here:
- Information should be available in a variety of formats, to reflect the different needs and preferences of older people.
- Consideration should be given to the levels of digital exclusion among older people in Wales. It is crucial to make information available in non-digital, as well as digital formats.
- Older people say that they are more likely to read written information like pamphlets and leaflets, if they are expecting them so consider ways to prepare older people to receive written information (for example, via newspaper adverts or radio).
- Written information should be short and succinct – one to two pages at most.
- Pay attention to the language used when talking about scams. Avoid jargon and words like “duped”, which suggest that a victim is somehow responsible for having been scammed.
- Ensure that information is made available in the languages spoken by older people across Wales. Information is more likely to be read if it is made available in an older person’s first language.
- Make older people aware that they can be scammed in languages other than English.
- Imagery can be helpful, but it should be clear and unambiguous. Ensure that imagery does not ‘victim blame’ and avoid imagery which stereotypes older people.
- Where possible, provide opportunities for information to be delivered within face-to-face group discussions.
- Ensure older people are supported to identify scams and know where to go / who to contact if they suspect that they have been scammed.
- Provide a clear rationale for reporting scams. Older people may be reluctant because of feelings of shame or embarrassment.
The Older People’s Commissioner for Wales
The Older People’s Commissioner for Wales is an independent voice and champion for older people throughout Wales.
The Commissioner is taking action to protect older people’s rights, end ageism and age discrimination, stop the abuse of older people and enable everyone to age well.
The Commissioner is working for a Wales where older people are valued, rights are upheld and no-one is left behind.
How to contact the Commissioner:
Older People’s Commissioner for Wales
Cambrian Buildings
Mount Stuart Square
Cardiff
CF10 5FL
Phone: 03442 640 670
Email: ask@olderpeople.wales
Website: www.olderpeople.wales
Twitter: @talkolderpeople