Why produce better information?

This section discusses the issues involved in the creation and successful delivery of better information to the public. It looks at why better information about law-related issues is needed, what makes for truly effective information, and what is needed to produce it.

What’s the problem?

When we look at what’s available to the public on law-related issues it is tempting to think that there isn’t a problem because plenty of information is already available. It has even been suggested that there is ‘too much information’.

But when we look in detail at available information, it quickly becomes clear that there is room for improvement.

A lot of information focuses on what the law says, and doesn’t do enough to provide a route to a solution². If the audience is trying to solve a problem, they need to know what they should do, what the process is, who to speak to, what to say, and how and when to access expert help and advice - not just what their rights are. Better information provides a guide to the actions that readers need to take to deal with their problem.

Readers need a route to a solution Law-related information often follows a drab and uninteresting format, at worst consisting of page after page of unbroken text. Standards are improving: the Plain English Campaign has done an excellent job. But information can be more attractive and can use a wider variety of techniques in order to meet the needs of the whole audience. Attractive information can grab people’s attention and hold it, making it more effective in increasing understanding.

Information is often produced in isolation and isn't well integrated into other activities like advice giving or campaigns. This fails to maximise the return on the investment and means that information doesn't contribute effectively to other work. A more integrated approach can also use information more dynamically, as well as providing more opportunities for dissemination.

A lot of time, effort and money is spent on producing and disseminating information on law-related issues. OFT research³ concluded that £43.9 million is spent on consumer information alone. With so much money being invested, we need to ensure it is well spent and achieves its aims.

² _{Reviewing and scoring information resources, ASA Advicenow’s research of available information resources for the Legal Services Commission, January 2007.}
³ _{Consumer Education - establishing an evidence base. COI, April 2006.}