Financial Communication

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Standard letters


Large information-intensive organisations, such as insurance companies, banks, utilities and government agencies, conduct a great deal of routine correspondence with individual citizens, customers, or clients using standard letters […]

Performance requirements: SoA


A Statement of Advice (SoA) is the legal name for a document an Australian licensed financial adviser must give people when they offer their customers advice.

See our commentary on […]

Communication Benchmarks

What are Communication Benchmarks?

  • measures of the communication practices used by business and government in their communication with the public
  • quantified data on the number and types of faults in […]

Credibility lost: the banks

Banks have lost credibility

Unlike the expulsion from paradise, lost credibility is not a one-way trip, but the journey back for banks is arduous, full of trials and habitual hubris […]

A statement of advice

Never ever trust Statements of Advice in their current incarnation. If you live in Australia, reports from the hearings by the Royal Commission into Misconduct in the Banking, Superannuation and Financial Services Industry will have revealed some—but not all—of the reasons why today's SOA can't be trusted.

Why call it the big shift #2

My last blog described how CRI and other communication and information designers have realised that we cannot predict in advance how people will interact with the information we […]

Credit card statements

At long last we publish the results for this study. I want to use this blog to thank, once again, our volunteer investigators who conducted the study.

Credit card statements

The preliminary data, from places as far away as South America, India, Europe and Australia is very challenging and will be of interest to banks, consumers, and regulators everywhere.

Regulating financial information for consumers

The current banking debacle would be funny if it wasn't hurting so many people. There is something slightly whacky about putting compulsive and highly competitive gamblers in charge of the money. Not surprisingly, the money has gone. It's tempting to demonise particular individuals or institutions, but that misses the point, the systemic reasons why we are all in the current mess. After all, you can’t blame the scum for rising to the top of the liquid.

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