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Better working methods to improve dialogue with respondents

Learn how Statistics Norway (SSB) improved their communication with respondents by phasing out paper questionnaires and implementing clear language, email, SMS, and reporting pages. Discover the benefits of improved communication and increased professional competence in surveys.

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Better working methods to improve dialogue with respondents

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  1. Betterworkingmethods to improvedialoguewithrespondents Evy Eek, StatisticsNorway

  2. Background IDUN Paper questionnaires phased out 45 000 inquiries Difficulties

  3. Part of disclosure letters - long and bureaucratic ex.

  4. Whatwe have done

  5. Clearlanguage • Letters • E-mail • SMS • Reporting pages on ssb.no SMS Opplysningsplikt: Hei! Org.nr 999999999 har mottatt et vedtak om opplysningsplikt fra SSB. Brevet ligger i innboksen til 999999999 på www.altinn.no

  6. Volunteersurveys

  7. Listening to calls and give feedback For instance Youknow.. Eh.. Ohwell.. Maybe

  8. Academiccompetences • Recruitingemployees • Highereducationallevel • Higherdigitalskills • Highercompetence regarding communication – written and oral

  9. Increased professional competence • Altinn • Communication • Surveys

  10. Improved the letter templates – part of disclosure letters earlier - ex.

  11. Part of disclosure letters now - ex.

  12. Results

  13. Decrease in inquiries to the first line

  14. Decrease in number of coercive fines and applications for remission of coercive fines – higher response rates

  15. Next step • Improving clear language in questionnaires • Chatbot • Constantly improving communication (letters, ssb.no, oral etc.)

  16. Thankyou! Authors: Nina Bjørnstad Evy Eek Aud Kari Joramo Holt Simen Sætre

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