Recently we’ve been hearing from the Wales Audit Office Communications Team about how our upcoming new and improved website will be simpler to use and also make it easier for people to find the information that they need.
Andrew Purnell, the Wales Audit Office’s Digital Communications Officer, has been educating us as a team about what an effective website looks like, and also how language plays an important part in that. It’s almost impossible to find what you’re looking for if you don’t understand the headings you’re looking under, and it’s even worse if you can’t make head nor tail of the information once you’ve got there. He explained to us how providing a website glossary means that you’ve failed at your duty to provide a clear language website, and if people don’t find the right information first time they’ll simply click away from your site.
As the public service watchdog for Wales, the Wales Audit Office has an important role to play here. It’s important that we show how important it is that information from Welsh public services is clear, because it means that people have a better understanding of the work that we all do.
Cllr Andrew Jenkins recently blogged for us ahead of the upcoming scrutiny conference, saying that ineffective communication between politicians and the electorate has led to distrust in politicians. The same things can also happen with public services, as this moving blog from Mark Neary shows.
I had the privilege of working with the Citizen’s Panel for Social Services in Wales in my last job with Participation Cymru, where I unfortunately heard too often about how people aren’t given the information they need to help them access the right services for them. It’s important that we all make sure that people can make the most of their public services by making information both easy to find and to understand. I wonder how many public service websites truly do this?