Publication - Research and analysis
Social Security Charter Review: research findings - summary
This summary provides an overview of findings from research carried out to review the Scottish Social Security Charter, “Our Charter”.
Charter: Changes to language
Participants said the language used in the Charter should be specific and avoid vague, unclear statements.
Social Security Scotland has been delivering benefits for over five years. The language in the Charter has been updated to use more active words in the present tense.
The words and phrases used to describe Social Security Scotland processes have also been updated. This makes sure the language reflects the words clients are used to seeing from Social Security Scotland. For example, the word ‘assessments’ has been replaced with ‘consultations’.
Contact
Email: Socialresearch@gov.scot
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