Email and social media most common two-way channels

Central banks’ communication teams typically use a mix of two-way channels to interact with the public, with email and social media being the top two most common tools.

In the Communications Benchmarks 2023, 95% of respondents reported using email to respond to public enquiries, making it the most popular tool for two-way communication. Social media platforms, the second most popular tool, were used by 87% of the respondents. The least used communication tools were AI chatbots (15%) and chat

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