How will you make the information easy to use?

We know how hard it can be to make sure that the language you use is clear, the concepts make sense, and that the resource works as whole. To help with this, here's some tips that we've learnt from our evaluations and others.

Use a clear structure

Think carefully about what order to present your information in and how users will find their way around it. The best structure for each project will depend on what it is you are trying to do (see What are you trying to do?).
There are some general rules of thumb:

Don’t put a lot of detail and exceptions at the very beginning.

Lawyers are sometimes very keen on this but it is not suitable for a public audience. It is better to give the reader an overview of the issues or draw the reader in with a case study. Too much detail at the beginning will overwhelm most readers , and only the very persistent will continue.

Wherever possible, deal with the issues in the same order that the user will have to.

For example, if you are providing information for the public on the provisions of the Mental Capacity Act, don’t deal with them in the same order that the act does. Start from the perspective of the user who has realised that their relative is having difficulty making decisions .

Have lots of headings and make sure that they are clear and accurate.

Several studies make it clear that using lots of headings is very helpful to the reader. It improves the ease with which text can be used, and enables people to find, or re-find, the bit they need. It also increases the chance of the information being read in the first place.

Bear in mind that the information will often not be used as a whole.

It will often be scanned for the answer to a specific question. This may mean that you need to repeat very important pieces of information (or refer the reader back to them) where relevant.

Consider including....

Most resources will include certain elements. Have a look at the list below to see which might be appropriate for your information.

• Contents list
• Introduction – to explain what is in the publication and give an overview of the issues
• Outline of the key legal/procedural points
• The central content (the substance of which will depend on what you are trying to achieve)
• Conclusion/summary
• Useful contacts list/further information
• Glossary/jargon buster.

Have a simple contents list.

Contents lists are vital, particularly in longer information, in helping the user to find their way around. They also give the user a good idea of what the information is about, but they should be kept simple. Long contents lists can be off putting.

Use a clear writing style

What constitutes a clear writing style will depend very much on who your audience is. See ‘What sort of language is most appropriate?’ for more information.

If you’re struggling, get an external editor.

If you’re struggling to translate technical language into user-friendly prose, or if your resource is too long, or doesn’t hang together, consider getting an external editor to give it a once over. See ‘How will you produce it?’ .

Get feedback and pilot with users

To check that these techniques have worked, seek feedback from users, experts, and other intermediaries. See How will you ensure it meets the needs of your audience? and What is the issue?.