{"id":1599,"date":"2015-11-05T15:59:22","date_gmt":"2015-11-05T15:59:22","guid":{"rendered":"https:\/\/blogs.gov.scot\/digital\/?p=1599"},"modified":"2018-02-19T17:26:21","modified_gmt":"2018-02-19T17:26:21","slug":"using-feedback-improve-content-victims-witnesses","status":"publish","type":"post","link":"https:\/\/blogs.gov.scot\/digital\/2015\/11\/05\/using-feedback-improve-content-victims-witnesses\/","title":{"rendered":"Using feedback to improve content for victims and witnesses"},"content":{"rendered":"

This is a post by Angela Morrison<\/a>, one of our content designers.<\/em><\/p>\n

Feedback is an essential part of our content lifecycle on mygov.scot, especially when our users \u2013 such as victims of crime \u2013 are experiencing complex and often stressful life events and need the right help and support at the right time.<\/p>\n

To help us make sure our new victims and witnesses<\/a> content is meeting the needs of our users, we reached out to a community of subject matter experts from across the public and third sectors and asked for feedback.<\/p>\n

Here are just a few examples of the comments we received, and how we\u2019re using them to improve content for victims and witnesses on mygov.scot.<\/p>\n

\n

Plain English<\/h2>\n<\/div>\n
\n

You said<\/h3>\n

We should consider ways to make the content more accessible to people who may have difficulty reading and writing.<\/p>\n<\/div>\n

\n

We did<\/h3>\n

Half of the UK working population have a reading age of 11-years-old or younger, so we use plain English as best practice so all audiences can understand our content, no matter what their literacy levels are.<\/p>\n

We\u2019re investigating ways we can continually improve how we write in plain English \u2013 this includes testing readability through \u2018SMOG\u2019 tests which calculate reading age based on sentence lengths and syllables.<\/p>\n

 <\/p>\n<\/div>\n

<\/p>\n

\n

Young people<\/h2>\n<\/div>\n
\n

You said<\/h3>\n

We should consider ways to make content more accessible to children and young people.<\/p>\n<\/div>\n

\n

We did<\/h3>\n

In addition to investigating how we can improve how we write in plain English, we\u2019re also developing content on \u2018Support if you\u2019re under 18 and a crime happens\u2019 and \u2018Help if you\u2019re a young person at court\u2019.<\/p>\n

This will highlight specific services that help children and young people when they go through the justice process. We also plan to test this content in our usability sessions.<\/p>\n<\/div>\n

\n

Vulnerable people<\/h2>\n<\/div>\n
\n

You said<\/h3>\n

We should consider ways to make content more accessible for vulnerable people.<\/p>\n<\/div>\n

\n

We did<\/h3>\n

We already have content on how people classed as vulnerable witnesses can get support, but what if you don\u2019t fall under this category?<\/p>\n

We\u2019re developing content on \u2018Extra help to be a witness\u2019 \u2013 this explains not only the use of special measures, but also the other ways you can get support if you\u2019re feeling nervous about appearing at court and need someone to talk to.<\/p>\n<\/div>\n

\n

Contractions<\/h2>\n<\/div>\n
\n

You said<\/h3>\n

The use of contractions (don\u2019t<\/em> instead of do not<\/em>, you\u2019re<\/em> instead of you are<\/em>) may challenge readers who don\u2019t have English as their first language.<\/p>\n<\/div>\n

\n

We did<\/h3>\n

We adopted the use of contractions from the GDS Editorial Style Guide<\/a> for consistency, and so far they haven\u2019t encountered a problem with people understanding when testing with users.<\/p>\n

However, for people who don\u2019t speak English as their first language, this raises a valid point and is something we plan to investigate in more detail.<\/p>\n<\/div>\n

\n

Victims of road crashes<\/h2>\n<\/div>\n
\n

You said<\/h3>\n

There\u2019s content on claiming compensation for criminal injuries<\/a> and support for victims of road crashes<\/a>. We don\u2019t have content on how victims of road crashes can claim compensation.<\/p>\n

We did<\/h3>\n

We\u2019re currently developing content on how victims of road crashes can claim compensation, so this gap in the user journey is joined up.<\/p>\n

Next steps<\/h2>\n

Soon we\u2019ll undertake usability sessions with staff from across the public and third sector who work closely with victims and witnesses on a day-to-day basis. This will help validate our understanding with real users, and see how people interact with the content in a live situation.<\/p>\n

However, this doesn\u2019t mean our feedback process has ended. We always want to hear what you think, so please continue to give us feedback \u2013 you can do this at the bottom of every page on mygov.scot<\/a>.<\/p>\n

You can also leave us comments below, and follow the team via @mygovscot<\/a> on Twitter.<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

This is a post by Angela Morrison, one of our content designers. Feedback is an essential part of our content lifecycle on mygov.scot, especially when our users \u2013 such as victims of crime \u2013 are experiencing complex and often stressful life events and need the right help and support at the right time. To help…<\/p>\n","protected":false},"author":401,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[5,10],"tags":[36],"class_list":["post-1599","post","type-post","status-publish","format-standard","hentry","category-digital-public-services","category-mygov-scot","tag-content"],"yoast_head":"\nUsing feedback to improve content for victims and witnesses - Digital<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/blogs.gov.scot\/digital\/2015\/11\/05\/using-feedback-improve-content-victims-witnesses\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Using feedback to improve content for victims and witnesses - Digital\" \/>\n<meta property=\"og:description\" content=\"This is a post by Angela Morrison, one of our content designers. 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