Service deliveryDigital Customer ServiceWriting readable website content for your customers

Writing readable website content for your customers

In fact, the recent Local Authorities Website Clarity Index II suggests only 18% of the 191 authority websites examined are written in plain English.

Whilst interesting, what reports like this don’t do is help councils to identify and implement the steps required to produce a modern online experience.

The sort of experience residents will find both useful and easy to understand. An experience that supports an authority’s ambition for channel shift and increased self-service.

Online content should always be succinct, accurate and actionable. It should also be easy to update.  To achieve this, content needs to be produced, managed and surfaced in a different way and this means taking a different approach to web development and management.

Website re-development projects are only truly successful when an organisation chooses the right content management tools and has a good understanding of how to write and deploy best quality content.

This may involve moving away from devolved authoring and creating a dedicated team responsible for managing, monitoring and editing content. The same team might also provide ongoing advice and training to departments to help them achieve not only the organisation’s online content goals, but also a vastly improved online experience for the communities and customers they serve.

Andy McLauchlan is a principle digital transformation consultant at Agilisys.

Andy leads the team at Agilisys responsible for delivering website solutions to organisations such as the City of Edinburgh Council and North Somerset Council, focusing on website redevelopment, and customer usability and accessibility.

Related Articles

Helping residents help themselves

Digital Customer Service Helping residents help themselves

2d Guest Writer
Hackney introduces digital FOI system

Digital Customer Service Hackney introduces digital FOI system

2d Austin Clark
Councils urged to be ready for new HMO legislation

Digital Customer Service Councils urged to be ready for new HMO legislation

1w Austin Clark
Digital document solutions and the public sector (Part 2)

Digital Customer Service Digital document solutions and the public sector (Part 2)

3w Austin Clark
OHSXtra leads the way for digital accessibility compliance for the NHS in the Sitemorse NHS70 Accessibility Index

Digital Customer Service OHSXtra leads the way for digital accessibility compliance for the NHS in the Sitemorse NHS70 Accessibility Index

4w Austin Clark
Digital document solutions and the public sector (Part 1)

Cloud Computing Digital document solutions and the public sector (Part 1)

1m Austin Clark
Salford launches new self-service benefits advice website

Digital Customer Service Salford launches new self-service benefits advice website

1m Austin Clark
The importance of customer service in the public sector

Digital Customer Service The importance of customer service in the public sector

1m Guest Writer