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