Analysis and research shows there is little audience for top-level introductions to policy compared with task-focused guidance content.
However, sometimes there’s a need to explain government activity in brief, without going into great detail.
The best way to know how to publish this is to explore the user need more closely. How and why will users find this information? It’s bad content design practice to burden users with information that’s irrelevant to what they need right now.
Policy in guidance
Around 75% of page visits on Yukon.ca are guidance to help users complete a task or interaction with government. Most people will not read background text that’s not relevant to the task they’re performing.
Some users want to know the detail of policy, but they are not the same users as people looking for guidance.
Guidance on how to apply for a program or fund should not include more than 1 or 2 sentences about what the program is.
Guidance should not include:
- why it exists (the problem being solved)
- how much money has been allocated to it
- who runs it
- aspirational statements about the intended outcome
Scenario 1: announcing a new policy or activity
There are a number of formats you can use to tell users about a new policy or activity.
These formats include:
These are sufficient to announce something new until more specific information is available.
An example news release is Recycling surcharges to come into effect on October 1st.
Scenario 2: telling users they may need to do something in the future
To tell users that something is changing and they will need to do it differently in the future, use a news release or joint news release. This includes new programs they can apply for or services they will be able to use.
Make sure this content is user-focused. Make it as short and factual as possible. For example, Recycling charges are coming.