How audiences and media reacted to voucher rollout leading up to Singapore’s national day
Singapore’s 60th National Day celebrations promise nation-building and the conversation around SG60 has majorly contributed to it. We analysed around 6k mentions across X, Instagram, Facebook, TikTok and online news using Pulsar TRAC between May 1st – 28th July 2025 in Singapore.
What we found was how audiences and the media have stepped up at playing an equal part in achieving what the government has set out to do, even while we can expect a slight disconnect in policy intention and ground reality.
Chinese content creators lead the way in community support
When Zaobao’s TikTok videos explaining voucher usage went viral, they demonstrated something powerful about Singapore’s multilingual strength. Chinese and Malay content creators took the onus on themselves to not just translate but provide logical solutions to counter logistical problems audiences might have. This organic response showed how minority language creators have become essential bridges in Singapore’s digital ecosystem.
The success of these practical guides reveals an opportunity: when communities are empowered to create their own solutions, they often surpass official channels in effectiveness and reach. This grassroots content creation model could inform future government communication strategies, leveraging audiences as stakeholders rather than just recipients.
Hawker centres become testing grounds for digital inclusion
While rejection stories of vouchers at hawker stalls created initial friction, they also sparked important conversations about digital adoption and inclusivity. The challenges faced by elderly stall owners and foreign workers highlighted gaps that, once identified, can be addressed. Some stalls quickly adapted, with younger family members helping older owners navigate the digital systems, showcasing Singapore’s inter-generational support in action.
This real-world stress test of digital payment systems provides valuable data for the future. The hawker centre experience isn’t a failure – it’s a learning opportunity that will make Singapore’s next digital initiative more inclusive and robust.
Platform diversity showcases how audiences overcome roadblocks
TikTok users created comprehensive guides about voucher eligibility, sharing discoveries about unexpected places to use them, from baby spas to leather crafting workshops. This crowd-sourced innovation cleared a lot of the debate online.
Meanwhile, Facebook’s older users provided equally valuable feedback about accessibility challenges. Rather than a generational divide, this represented different perspectives contributing to a fuller picture. Younger users offered solutions while older users identified problems – both supremely essential for future policy-making.
Citizens transform challenges into community action on social
When payment app glitches occurred, users quickly shared workarounds. Stories of Paylah double-charges led to helpful PSAs about checking payment confirmations. Confusion over CDC compatibility sparked explanatory threads. Most of these conversations were happening on Facebook and Reddit with the former highlighting where the roadblocks are and the latter offering solutions to those very roadblocks.
Media adapts to audience needs in real-time
CNA’s pivot to practical how-to guides showed responsive journalism at work, recognising and meeting audience needs. While initial coverage focused on announcements, media outlets quickly adjusted to provide service journalism that citizens actually wanted.
The gap between initial coverage and audience needs created space for citizen journalists and content creators to fill, democratising distribution. This became a complementary relationship that benefited the public at the end of the day.
The conversation about cash versus digital payments opened important dialogues about inclusive design. Users’ suggestions about public transport integration and simplified interfaces were product feedback to shape future iterations. The elderly community’s challenges with digital usage highlighted specific areas where targeted support and education could help.
How did brands show up the most in audience conversation online?
Engagement with brands like DBS/POSB, NTUC FairPrice, and McDonald’s showed how private sector participation amplified the voucher programme’s reach. These partnerships created additional touch-points for citizens to access support and information, with brands becoming part of the solution ecosystem. These were mostly promotional in nature, but also specify how compatible vouchers are at supermarket and banking touch-points.
Nation building together
Singapore’s SG60 voucher rollout revealed something profound about the nation’s character. Language communities became information networks. Social media platforms transformed into help desks. What could have been a story of digital fragmentation became one of collective problem-solving.
For communications professionals and policymakers, the SG60 conversation offers invaluable insights into effective engagement. The most viral content was citizens helping citizens navigate new territory together. This collaborative spirit suggests that Singapore’s Smart Nation journey, while not without challenges, has a powerful asset: a population ready to support each other through digital transformation.
What’s the Albanese government’s real game plan for its second term, and how will it play out in the media? Isentia recently brought together three of Australia's top political journalists to pull back the curtain: Peter Gearin, Editor in Chief atThe Mandarin, Jason Koutsoukis from The Saturday Paper, and acclaimed broadcaster Virginia Haussegger AM, for a panel with our partners CPRA at the Government Communications Forum, held at the National Press Club
For communications pros, the conversation was packed with clues about what to expect next from Canberra.
A smart strategy or a wasted opportunity?
The panel honed in on the government’s positioning since its “monumental election victory” an “oddly quiet return to political normality.” It’s a question every political operator is asking: is this a calculated, smart and stable approach, or is the government squandering a chance to be “bold and progressive”?
Peter Gearin suggested the caution is deliberate and here to stay. His take? The government learned a huge lesson from the Voice referendum, when Labor bit off too much, meaning the Government now wants to occupy the political centre and won’t risk getting caught out like that again. Expect the cautious approach and the first-term playbook to continue.
What sits behind this posture is a desire to move beyond being a party in power to being seen as the party of government. While critics argue this looks like stagnation, supporters see a measured style that prioritises trust over spectacle.
What’s on the agenda? Policy and Parliament
So, what are the key issues the government needs to nail this term? The panel highlighted several areas to watch closely:
Economic messaging: The recent Economic Roundtable was seen as the government’s attempt to carefully make the case or test the waters for change. How this translates into actual policy will be a major test.
The public sector: The Mandarin’s editor pointed to the ongoing agenda for Australia’s public servants and the government’s plans for improving the sector. Katy Gallagher is driving a vision of “evolution, not revolution” with a focus on strengthening in-house capability and reducing reliance on consultants.
Parliamentary chess: With the new makeup of parliament, will the government keep trying to find consensus with the opposition, or will it work with the Greens to drive a more progressive agenda? This strategic choice will define the term. The Greens are repositioning to be more pragmatic at the federal level, while the Coalition remains fragmented. A weak opposition could make the government’s path smoother, but it also risks reducing contestability and scrutiny in the system.
Leadership and cabinet confidence
Much of the government’s steadiness comes from its internal team. Albanese is viewed as a strategic operator with deep Labor roots, and his confidence is backed by a cohesive cabinet. Ministers like Jim Chalmers and Katy Gallagher have emerged as key players, bolstering the sense of stability. This team-based strength underpins the government’s cautious but deliberate style.
Balancing foreign policy and national interest
While domestic policy dominates headlines, the government is also asserting national interest abroad. Stability in foreign policy has been part of its strategy to project maturity and avoid overreach. This layer of pragmatism adds to the perception of a government intent on consolidating itself as a long-term, steady hand.
From broadcasting to narrowcasting
For communicators, the real gold was the discussion on how to get a message across in today’s complex and vast media landscape.
The panel explored the government’s newer tactics, like the PM’s appearances on popular podcasts with influencers such as Abby Chatfield and Hannah Ferguson. This reflects a broader shift from broadcasting to narrowcasting, with messages tailored to segmented audiences rather than a one-size-fits-all approach. Success now depends on understanding fragmented channels and feeding high-quality, diverse content into the ecosystem.
But even as the playbook evolves, there’s an argument for getting the basics right. Gearin believes the media’s core job is to talk truth to power and explain how government decisions actually affect citizens, rather than just focusing on the politics or the optics. As news consumption habits change, especially among younger Australians, this balance between accountability and relevance is more important than ever.
We are watching a government playing a cautious long game, intent on cementing itself as the party of government while avoiding the risks of overreach. At the same time, the opposition’s weakness and media’s evolution raise questions about accountability and contestability. For communicators, understanding both the government’s measured strategy and the fast-changing media playbook is essential to navigating the term ahead.
Cautious, considered, or coasting? Decoding the Albanese government’s second term
What’s the Albanese government’s real game plan for its second term, and how will it play out in the media? Isentia recently brought together three of Australia’s top political journalists to pull back the curtain: Peter Gearin, Editor in Chief atThe Mandarin, Jason Koutsoukis from The Saturday Paper, and acclaimed broadcaster Virginia Haussegger AM, for […]
At Isentia’s Beyond the Barossa panel, industry leaders from tourism, higher education, government, defence, and media came together to discuss how South Australia is being positioned, both to its own people and to the world. The discussion highlighted shared challenges, opportunities, and the essential role of communications in shaping South Australia’s identity.
South Australia’s brand: confidence and complexity
Chris Burford (South Australian Tourism Commission) outlined the dual challenge of building national and international awareness while fostering local pride. While South Australia currently ranks sixth of eight states on “appeal and consideration” as a tourist destination, it leads the nation in state pride. Events like Liv Golf and Gather Round have helped South Australians feel more confident about their state, and post-COVID reflections have driven a greater appreciation for the quality of life.
The SATC’s Celebrate the Simple Pleasures campaign reflects a move toward “place branding,” focusing less on iconic landmarks and more on the lived experience of being in South Australia. The research underpinning the campaign revealed a consistent theme: South Australians want the state to “grow but not change” embracing progress while retaining its distinct character.
Education and global perceptions
Djurdjica Arslanagic (Adelaide University) noted that Adelaide’s perception internationally has shifted from being seen as a regional city to a globally attractive destination for students. South Australia’s reputation as welcoming, safe, and supportive resonates strongly with international families making education choices. With the upcoming merger of Adelaide’s universities, communication is focused on tailoring messages to varied stakeholders, from students to alumni to government, ensuring consistency while meeting different needs.
Defence, industry and the workforce challenge
Sasha Meldrum (Nova Systems) discussed the enormous communications challenge posed by AUKUS and the scale of defence industry growth. With tens of thousands of workers required, from shipbuilders to nuclear scientists, attracting talent locally and globally will demand new policy approaches and fresh messaging. Meldrum emphasised that communicators must also help shift perceptions of defence, reframing it as not only about warfare but also about peacekeeping, security, and technological advancement.
Media fragmentation and targeted storytelling
Verity Edwards (Hughes PR) reflected on the contraction of South Australian newsrooms and the rise of alternative platforms. Traditional prestige outlets like The Advertiser still hold influence, but strategies now require targeting the right audience with the right medium. For some clients, industry publications or regional media can have far greater impact than mainstream outlets. Edwards highlighted the need for nuanced communication strategies that prioritise outcomes over exposure, and lateral thinking to match stories with audiences.
The climate story
A key challenge raised during the Q&A was South Australia’s ongoing algal bloom crisis. Burford noted its severe impact on coastal communities and tourism, with uncertainty around long-term recovery. He stressed the importance of communication grounded in science and transparency to maintain public trust, comparing the challenge to COVID in its unpredictability. The discussion highlighted how crucial clear, proactive communication is, both in explaining what’s happening and in shaping the narrative around next steps.
Key Takeaways:
Confidence in identity – South Australians are more assured in their story, but lifting national and international visibility remains a priority.
Nuanced storytelling – Different audiences, from universities to defence to tourism, require tailored approaches that balance authenticity with strategy.
Collaboration – Industry, government, and academia must align communications to tackle workforce, economic, and reputational challenges.
Think laterally – Success isn’t always about “big hits”; smaller, targeted placements often deliver the most impact.
Beyond the Barossa: Communicating South Australia’s evolving story
At Isentia’s Beyond the Barossa panel, industry leaders from tourism, higher education, government, defence, and media came together to discuss how South Australia is being positioned, both to its own people and to the world. The discussion highlighted shared challenges, opportunities, and the essential role of communications in shaping South Australia’s identity. South Australia’s brand: […]
A critical blind spot has emerged in Australia's housing debate. An analysis of news coverage compared to social discussion reveals that the conversation happening in the news media, a calm, 'top-down' discussion of financial strategy for existing homeowners, is dangerously disconnected from the raw, emotional reality unfolding on social media.
While news outlets focus on interest rates and mortgage advice, the public conversation is a volatile, 'bottom-up' outcry over the lived experience of unaffordability and political frustration. This gap between the financial narrative and the public's emotional reality represents a significant strategic risk for any organisation communicating in this space.
In stark contrast, social media is having a "bottom-up" conversation, focusing on the personal pain points of cost, blame, and political frustration. It speaks from within the economy. At its heart, this conversation is driven by the raw, personal impact of an unaffordable market; users aren't debating abstract forecasts, they're lamenting the "exorbitant" cost of "multimillion dollar postage stamp sized tenancies." This personal frustration then quickly seeks a target, splintering into direct political blame over specific tax policies and a deep-seated criticism of the planning bureaucracy, which is seen as a fundamental roadblock.
The core theme is the lived experience of exorbitant real estate prices, with users directly linking high property values to the unaffordability of everyday life and business. There is a strong undercurrent of blame directed at planners, councils, and perceived bureaucratic inefficiency as a primary driver of the housing shortage. The housing discussion is frequently and explicitly politicised, with users tying the crisis to taxation or economic policies.
Analysis shows a public belief that the government is prioritising private developers over vulnerable citizens. The revelation of stakeholder meetings behind closed doors to discuss 'investment models' for public housing towers for example has solidified a narrative of privatisation by stealth. The call for public housing is a direct demand for the government to re-assert its role as a protector of citizens, not a facilitator for private profit. Underpinning all of these solutions is a palpable sense of moral urgency, driven by the visible 'human cost' of the crisis. But this frustration is not passive. With calls for street resistance and construction unions to refuse demolition work, the message is clear: if these concrete actions are not taken, the conversation will move from online forums to the streets and worksites.
Monitoring and identifying these distinct ideological fault lines is crucial. It allows a communications team to understand the specific arguments and trigger words of each camp. Any government announcement will not be received by a single public, but will land on this fractured community and be interpreted through these pre-existing lenses.
A critical blind spot has emerged in Australia’s housing debate. An analysis of news coverage compared to social discussion reveals that the conversation happening in the news media, a calm, ‘top-down’ discussion of financial strategy for existing homeowners, is dangerously disconnected from the raw, emotional reality unfolding on social media. While news outlets focus on […]
Across the communications landscape, teams are being asked to do more with less, while staying aligned, responsive and compliant in the face of complex and often shifting stakeholder demands. In that environment, how we track, report and manage our relationships really matters.
In too many organisations, relationship management is still built around tools designed for customer sales. CRM systems, built for structured pipelines and linear user journeys, have long been the default for managing contact databases. They work well for sales and customer service functions. But for communications professionals managing journalists, political offices, internal leaders and external advocates, these tools often fall short.
Stakeholder relationships don’t follow a straight line. They change depending on context, shaped by policy shifts, public sentiment, media narratives or crisis response. A stakeholder may be supportive one week and critical the next. They often hold more than one role, and their influence doesn’t fit neatly into a funnel or metric.
Managing these relationships requires more than contact management. It requires context. The ability to see not just who you spoke to, but why, and what happened next. Communications teams need shared visibility across issues and departments. As reporting expectations grow, that information must be searchable, secure and aligned with wider organisational goals.
What’s often missing is infrastructure. Without the right systems, strategic relationship management becomes fragmented or reactive. Sometimes it becomes invisible altogether.
This is where Stakeholder Relationship Management (SRM) enters the conversation. Not as a new acronym, but as a different way of thinking about influence.
At Isentia, we’ve seen how a purpose-built SRM platform can help communications teams navigate complexity more confidently. Ours offers a secure, centralised space to log and track every interaction, whether it’s a media enquiry, a ministerial meeting, or a community update, and link it to your team’s broader communications activity.
The aim isn’t to automate relationships. It’s to make them easier to manage, measure and maintain. It’s about creating internal coordination before the external message goes out.
Because in today’s communications environment, stakeholder engagement is not just a support function. It is a strategic capability.
Across the communications landscape, teams are being asked to do more with less, while staying aligned, responsive and compliant in the face of complex and often shifting stakeholder demands. In that environment, how we track, report and manage our relationships really matters. In too many organisations, relationship management is still built around tools designed for […]
