Refer to age only if it is necessary. Use respectful language and consistent style if age is relevant.
Question whether age is relevant. Avoid referring to a person’s age or an age group if it’s not relevant.
If you need to mention age, follow style conventions:
One topic per paragraph helps users absorb information. Organise them under headings to help users scan the content. Write short paragraphs, each starting with a topic sentence or a transition sentence.
People find it easier to understand content when a paragraph contains only one topic or theme. Don’t introduce a new topic in the middle or at the end of a paragraph. Start a new paragraph instead.
Introduction or summary paragraphs recap ideas covered in the content. Group sentences in these paragraphs by theme – for example, to help users understand how the content is structured.
Order paragraphs in a logical sequence, such as:
Headings help users scan content and find what they need. Organise content using clear heading levels. Begin each heading with keywords and keep it to the point.
Headings organise information. Clear headings are specific to the topic they describe.
Keep them brief. They are signposts for people and for search engines.
Many people skim through headings to check whether a page is relevant before they read it in detail. Search engines use headings to analyse and rank content.
User needs:
Concise letters and emails tell a recipient what they need to know. Use the right level of formality for the recipient and purpose. Be mindful of people’s privacy.
The user (recipient) and the purpose determine whether you use an email or a letter.
The level of formality in the writing depends on the recipient and the purpose.
When you write emails or letters for work, use the right format and tone for the purpose.
Users vary. They include:
Consider the kind of relationship that you have with the recipient.
Alternative text explains information in images for screen reader users. Captions describe images to help users relate them to surrounding text. Titles identify images and number them in long-form content.
When people use content with images, they get information from different elements.
Users combine information from:
These elements have different purposes.
Create complete reports with a landing page, preliminary content, body and endmatter. Include other parts if the report needs to be tabled in parliament.
There are conventions that apply to how the information in reports should appear.
The basic parts of a report are:
The type of report will determine what to include and where.
Images can help users if they are clear and simple. Make sure everyone can access the information that images convey.
Use images if they help users complete their task with your service or product. Images can make it easier for some people to understand information.
Types of images include:
You must get permission (a licence) to use copyright material. This includes images and text.
Tables provide a structure for complex and detailed information. Design accessible tables and organise data so it’s easy for users to scan.
Use a table only if there isn’t a simpler way to present your content, such as a list, paragraph of text or diagram.
Use tables for exact values and information that is too detailed for the text.
Don’t create a table for only one or 2 items. Report them in the body of the text instead.
Design tables to allow users to:
Blog posts can help users solve common problems. Use clear structures and ensure content is accessible. Moderate comments if you allow them.
Create a blog if it will help people find and use government services and products.
Before starting a blog, do user research. Find out if people will use the blog and why.
Blogs can support user needs by:
Social media can enhance your engagement with users and stakeholders. Identify the audience, purpose and platforms and design content for them.
Social media allows government to increase understanding of users and keep them informed.
Use a social media monitoring tool to track conversations online. Find out what people are saying about your topic. Understand their problems and concerns.
You can use social media to:
