Project Report 1: Challenges accessing timely, reliable and context-specific COVID-19 communication among linguistic minorities in Aotearoa New Zealand

Abstract

This report is the first of two to share the findings of the HRC-funded project ‘Transforming crisis communication for linguistic minority communities.’ The project aimed to foster more inclusive, effective and interactive crisis communication for linguistic minorities, most of whom are migrants and former refugees, through exploring their experiences during the COVID-19 pandemic in Ōtautahi Christchurch. Adopting a culturally and linguistically responsive approach, our study draws on 85 in-depth interviews conducted in 13 minority languages plus English, conducted between February and April 2024 by a team including 11 peer researchers (PRs). We also undertook document analysis of multilingual COVID-19 information from government websites, ministries and community organisations. In our study, participants generally viewed the New Zealand government’s English-based communication positively. They valued the consistency of the daily press briefings, as well as the clarity provided by visual elements like images and symbols for those with limited English. However, linguistic minorities experienced challenges with multilingual health communication provided by the New Zealand government. Challenges included the limited amount of consistent and timely multilingual communication provided by the government, minimal awareness within communities about available translations, issues of digital exclusion, and a lack of cultural nuance within translated information. The pandemic exposed the significant gaps in health communication that left many linguistic minorities without timely, accessible, culturally relevant and contextually specific information, further reinforcing language-based systemic exclusion. With limited access to local official information, linguistic minority participants actively sought pandemic information from other sources. New Zealand news media, employers and education institutes, healthcare providers and embassies/consulates were trusted sources. Family, friends and community leaders were also widely utilised. However, because of the dominance of English in health and crisis communication, many members of linguistic minority communities had to rely on sources they considered of limited relevance or credibility, such as overseas news and social media. The inaccessibility of reliable local information in their first language left many participants and their communities feeling isolated and anxious. As many participants were/are on temporary migrant visa, our study particularly highlights the lack of communication regarding visa and travel restrictions, which participants reported was the significant source of distress and anxiety. As such, there is a need for a more proactive, inclusive and culturally and contextually responsive approach to multilingual communication to ensure equitable access to critical information during health crises. Recommendations include to: systematically employ visuals and simplified English messaging in crisis communication; increase the quantity and quality of timely translated materials; improve accessibility; work with key partners to disseminate messaging; develop relationships with linguistic minority communities; increase linguistic minority representation in public and health sector roles; and reflect on information they actually needed, such as travel restriction and visa policies.