Communication Strategy 2025-28

This strategy shines a spotlight on our external communications and how we speak to our stakeholders. It will act as a building block to:

• determine the most suitable and effective ways of communicating with our stakeholders
• establish the main external communication channels
• ensure that our key messages and communications are clear, accessible and meaningful

By making improvements to our external communications, we are committing to maintaining high levels of customer satisfaction which will continue to be measured through our customer satisfaction surveys.

Social media

Our social media presence is currently limited to X (formerly known as Twitter) via our handle @AiB_updates. Interaction is one way and is used solely to keep our stakeholders up to date with news releases, quarterly and annual statistics and other general updates e.g. changes to opening hours.

During 2025-26, we will review the effectiveness of our X activity and if this remains a necessary communication channel whilst exploring other potential options such as LinkedIn.

Mailing list

Our mailing list launched alongside the new website last year and is the main communication tool used to inform recipients of AiB news. The recipient can specify their news preferences and opt out via Mailchimp.

Our aim as part of this strategy is to have all our stakeholders signed up to this list to ensure our communications are reaching the desired audience and getting maximum exposure.

Training and events

As the landscape and stakeholder demand changes, we will continue to engage with those who are reliant on our services and systems. This will see different styles of stakeholder events including training workshops covering specific topics and more generalised online events showcasing the forecasted work within AiB.

Newsletters

We want to ensure our newsletters are consistent across all the debt products and they are a worthwhile resource for both our operational teams and those reading them. We will engage with users to gain their current feedback and look to make improvements or introduce new communication products if there is a demand e.g. quarterly stakeholder newsletter or blogs.

Video content

We are committed to adopting a digital first approach and making the experience as easy as possible for all who use our service. We recently launched our first online video publication on our website via YouTube.

Following positive feedback from stakeholders, we will continue to follow this approach and have identified several documents which would benefit from being brought to life and captured in a video format. By the end of 2025, we will produce the following publications in a similar format and style:

• Bankruptcy debtors guide
• Debt advice and information package
• DAS individual client guide