The role of government’s ‘Owned Media’ in fostering cultural inclusion: a case study of the NSW Department of Education’s online and social media during COVID-19

This article examines government approaches to public communications at the time of the coronavirus disease 2019 (COVID-19) pandemic, with a focus on how one state government body, namely, the New South Wales (NSW) Department of Education in Australia, has engaged with key stakeholders at a time when home–school communications has been heavily impacted by COVID-19. Through analysis of the Department’s ‘owned’ online communications platforms, such as websites, podcasts and social media, the article specifically focuses on how the Department has represented and invited engagement among its culturally and linguistically diverse (CALD) stakeholders with a view to understanding the extent to which it has been able to create a sense of connection and belonging for parents and caregivers. It shares examples of positive practice by the Department as well as suggestions for further research that may help uncover best practices for multicultural and multilingual government–stakeholder engagement.