Local authorities have been urged to use a checklist for their websites and communications in giving their communities information on their responses to the coronavirus pandemic.
The Local Digital unit in the Ministry for Housing, Communities and Local Government (MHCLG) has published the list to follow up on its research into councils’ digital engagement during the crisis.
It points them towards eight steps that could help to improve how they communicate their response, beginning with adding a banner to the home page of their website. This should use a striking image and accessible text, and feature up-to-date information on affected council services.
It also places a premium on using language that make sense to residents at every stage, from the naming of services and tools to its use in web forms, contact information and social media.
Other steps comprise: including web forms for new services related to the pandemic; making sure contact details are easy to find; using different social media platforms to reach users; ensuring that services are available to digitally excluded residents; providing content that is accessible to people with disabilities and non-English speakers; and featuring live service information.
The Local Digital team said the list can also be applied to any crisis response, such as flooding.
Research findings
Its research on how councils are presenting information to residents found that 90% are advertising a dedicated phone line, an email address and a webform for residents who need support.
Many have also created centralised hubs into which other councils in their areas can link, while some are directing people to GOV.UK pages for information about national services.
To support volunteering, 61% advertise a phone line, email and webform, and most have some provision for people to register as volunteers.
Image from iStock, FreeTransform
