FACI was engaged by a public institution undergoing a significant policy transition with wide-ranging implications for multiple stakeholders, including government actors, civil society, and the general public. While the policy shift was technically sound, leadership recognised that unclear communication and inconsistent messaging risked misinterpretation, resistance, and erosion of institutional trust.
FACI’s engagement focused on understanding how communication was functioning as a governance tool rather than a public relations exercise. Through consultations with senior officials and communication units, FACI examined how decisions were communicated internally, how uncertainty was managed, and how accountability was expressed in public messaging.
The analysis revealed gaps between policy intent and how messages were interpreted by external audiences, as well as internal misalignment that created contradictory narratives. FACI worked with leadership to clarify core messages, define communication responsibilities, and align public engagement with institutional values and governance principles.
The engagement also supported the institution to anticipate public concerns, manage reputational risk, and communicate transparently without undermining policy authority. As a result, the institution improved internal coherence, strengthened stakeholder confidence, and navigated the policy transition with greater legitimacy and public understanding.
