The Manifesto of Non-Hostile Communication for public administration
What it is
Designed to manage the relations between citizens and public administrations, the aim of this tool is to effectively help define a few, simple rules which enable “non-hostile” communication, an essential element of civic involvement.
This Manifesto is the result of a group effort which saw the contribution of all the organisations of civil society and the administrations involved in the implementation of the third Italian action plan for an open government.
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Virtual is real
There is no good administration without good communication. I do my best to make my communication simple, accessible, understandable, transparent and courteous, both online and offline. I am aware that what I write on the Internet has real consequences.
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You are what you communicate
I know that more effective communication means better administration: people have the right to access data, documents, information and services without delay or deception, to be involved in the decision-making process and to understand and verify my actions.
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Words shape the way I think
I shall avoid using unclear terms, oppressive legalese and misleading foreign words. I understand this is every citizen’s right. If the way I speak is not clear, nor are my thoughts or actions. I should encourage dialogue.
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Listen before you speak
I listen to people’s opinions and suggestions. I choose cooperation and adopt means of communication that favour constructive and civilised dialogue. If questioned, I answer promptly. If discomfort is shown, I take it into account and explore the causes and the possible solutions.
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Words are bridges
I choose the right words and tools to communicate with everyone, including the elderly, foreigners and the less well educated. I should make sure that what I say or write is understood by the public. It is my responsibility to make myself understood through positive and proactive communication. Words have consequences. I am aware that all the messages I write and the actions I take have a real and significant impact on peoples’ everyday lives. I am accessible, I provide information, clarify duties and streamline procedures.
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Words have consequences
I am aware that all the messages I write and the actions I take have a real and significant impact on peoples’ everyday lives. I am easy to reach, provide information, clarify duties and streamline procedures.
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Share with care
I know that everything I share on the Internet may influence people’s perception of my work. I keep information and data updated and make it available, possibly in open format. I do not share misleading or non-transparent messages. I inform people about their rights: knowledge, privacy and security.
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Ideas can be discussed.
People must be respectedMutual respect is fundamental for civil coexistence and improves cooperation and participation. I ensure that my communication is respectful both in style and content and I promote a culture of respect within the community.
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An insult is not an argument
Insults are always humiliating – not only for the insulted but also for those who insult and for onlookers. I encourage those who insult to express their own opinions differently. I do not tolerate insults, even when they favour me. I spread netiquette for the good use of my online communication channels.
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Silence says something too
I am aware that people’s attention and time are precious, and am therefore concise. I communicate only when necessary, to promote awareness and participation and not for propaganda. My communication is useful, needed and relevant at all times.
