Content

Information on the law and rights must be accurate, up-to-date and in plain English. But it has to do more than that. It has to meet the range of users' needs that we have identified in earlier sections.

An explanation of the law is central to any rights publication. Understanding what rights the readers has, or doesn't have, will have a major influence on how they set about dealing with the issue. But it isn't the whole story.

There's also a need to explain legal processes - the steps someone has to take to find a solution. Too many publications don't make it sufficiently clear what someone needs to do. It's important to provide a guide to action.

There's also a need to address the knowledge and skills needed to manage the problem - whether this is basic communication and recording skills - or the ability to recognise when you're out of your depth and need to get help.

It is still unusual for information to acknowledge or deal with the stress that a problem will cause. Research shows that law-related problems can have a devastating effect on people's lives. The ongoing Legal Services Research Centre research shows that 40% of all problems are worried about by people 'all or most of the time'¹².

Despite this, most rights information adopts a flat neutral tone. We could do more to ensure that our information provides support and reassurance to people dealing with a worrying situation. The tone of a leaflet can have a big effect on the way it is received. Some publications have an official tone, often reflecting the nature of the provider; others take a more sympathetic line, and are more clearly on the side of the reader.

Finally, for many people the most important bit of information is where to find sources of further help. Legal problems are complicated and have serious consequences. Accurate guidance to appropriate advice services can prevent problems escalating.

¹² _{Causes of Action: Civil Second Edition p60.}