The Manifesto of Non-Hostile Communication for public administration
Designed to manage the relationship between citizens and public administrations, it is a tool to concretely help define a few, simple rules which enable “non-hostile” communication, an essential element of citizenship. This Manifesto is the result of collective work which saw the contribution of organisations from civil society and administrations involved in the implementation of a third Italian action plan for an open government.
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.
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.
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.
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.
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.
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.
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.
Ideas can be discussed.
People must be respected
Mutual 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.
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.
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.