LAWS guidelines

Version

Final March 26th 2004

Abstract

This document contains a set of design guidelines
for local authority Web sites.

Prepared for the LAWS project
by the IBM Usability Competency Centre.

Table of contents

• Introduction

  Origin and scope, organisation, how to use the guidelines

• Guidelines by LAWS goals and principles

  Useful, Usable, Used

• Guidelines by category - Role and task

  Content creator Create content , Create help text , Designer , Design interaction , Design navigation , Design presentation , Developer , Develop software , Implement servers and networks , Manager , Manage implementation , Marketer , Promote site ,

• Guidelines by category - Field

  Business Government , Law , Safety , Trust , Design , Accessibility , Adoption , Culture , Technology , Typography , Usability , Visual design , Writing ,

• Guidelines by validation method

  Code inspection, Expert review, Research, User test

• Details of principles and guidelines

  Full descriptions of guidelines grouped by principle

• Sources

  References to the orginal source materials used to create these guidelines

• Glossary of terms used in guidelines

  Explanations of specialist terminology

Introduction

About this document

Origin

This document contains design guidelines for local authority Web sites. It was sponsored by the LAWs project and developed by the IBM Usability Competency Centre.

Scope

The guidelines cover fields such as usability, accessibility, trust, e-government, legislation, and adoption. In most cases, the document gives guidelines at a summary level and refers you to authoritative sources for detailed advice. For example, while the guidelines do emphasize the important principles of coding accessible HTML, they do not give technical details for all aspects of tagging.

How this document is organised

Principles, guidelines, and sources

This guide is structured as a collection of guidelines organised within a set of principles. Guidelines are derived from range of referenced sources. Principles are marked by the symbol , guidelines are shown by the symbol , and sources are indicated by the symbol .

Where a principle describes a goal that a designer should aim for, the related guidelines offer specific advice on how to achieve that goal. Think of the principle as "why" and the guideline as "how". For example, to satisfy the principle Build on the citizen's prior knowledge, you would follow related guidelines such as Highlight new content and important news and Provide clear information that tells citizens how to contact the local authority.

Indexes and content

The front section of this document contains a set of indexes to help you find the guidelines you need. The main index Guidelines by LAWS goals and principles lists principles and their associated guidelines under the three LAWS goals, Useful, Usable, and Used. Three secondary indexes list guidelines by field of study, (for example Accessibility), by role and task, (for example Designer and Design content), and by validation method, (for example Expert review).

The body of the document contains details of all principles and guidelines. Like the main index, it is organised by guideline within principle within the three LAWS goals Useful, Usable, and Used. For each principle, it explains the meaning and underlying thinking. For each guideline, it provides additional information such as examples, rationale, the impact of not following the guideline, priority, validation method, and sources of further information.

The back of the document contains a glossary of technical terms and details of the sources referenced in the guidelines.

How to use these guidelines

To achieve a design that is useful, usable, and used:

1. Follow the link in the table of contents to review the main index Guidelines by LAWS goals and principles
2. Follow the links in the index to review individual principles and guidelines

To find guidelines related to a specific field of theory or practice such as Usability or Accessibility:

1. Follow the link in the table of contents to review the index Guidelines by category - Field
2. Follow the links in the index to review individual guidelines

To find guidelines related to a specific role and task such as Designer and Design content:

1. Follow the link in the table of contents to review the index Guidelines by category - Role and task
2. Follow the links in the index to review individual guidelines

To find guidelines for which compliance can be checked by a specific validation method such as Expert review:

1. Follow the link in the table of contents to review the index Guidelines by validation method
2. Follow the links in the index to review individual guidelines

To find out the meaning of specialist terminology:

1. Hover over or click on terms highlighted in underlined italics

Disclaimer

This document is not intended to offer advice on legal or safety matters. If you need guidance on these matters, please contact an appropriate professional.

Guidelines by LAWS goal and principle

Useful

Make all services available at all times

• Make services available 24 hours a day, 7 days a week
• Allow citizens to use services in the sequence they choose
• Use team or generic e-mail addresses rather than personal ones

Provide services and information that citizens want and need

• When planning which services should be hosted online first, consider those which are most in demand by citizens and those which will bring the greatest cost savings to your authority
• Present content that is applicable to citizens
• Support two-way communication between local authorities and citizens
• Provide clear information that tells citizens how to contact the local authority
• Provide clear directions on how to find local authority buildings
• Highlight new content and important local news
• Offer services that help to create and support local online communities
• Offer services that support local businesses

Usable

Allow citizens to customise

• Store each citizen's personal information
• Allow citizens to tailor services to their needs

Build on the citizen's prior knowledge

• Use a single domain name with a suffix of .gov.uk
• Use terms that are familiar to citizens
• Organise information in a way that citizens understand rather than using the structure of the local authority
• On forms, use fields of the appropriate type for each action, routing or setting
• Display e-mail addresses using the standard e-mail format and include the correct HTML tag

Create a feeling of progress and achievement

• Thank citizens for adopting your site
• Send citizens e-mail receipts for financial transactions
• Provide notification when a citizen has completed a transaction
• Help citizens recognise that their actions have taken them nearer to their goal
• Confirm task completion or failure in terms of the citizen's goals rather than in changes to the system state
• Phrase error messages politely

Design the site to support the citizen's preferred method of connection

• Use HTML and other types of code in the way that they were intended
• Provide more than one cue to the coding of information
• Where advanced technologies such as QuickTime VR ,video, or streamed audio are used, offer citizens alternatives
• Ensure that the default text size used is legible
• Design pages to work with any font size or screen resolution
• Avoid designs that rely on specific browser plug-ins
• Design pages to be independent of specific browsers and different browser versions
• Create pages that do not depend on a specific window size or screen resolution
• Minimise page download size
• Ensure content is compatible with assistive technologies
• On forms, group the fields that are parts of a concept and label them using 'fieldset' and 'legend' tags
• On forms, add 'label' tags to all fields
• On forms, use 'textareas' only where essential
• Communicate time constraints clearly, and allow citizens to request additional time to complete their tasks
• Ensure potential distractions can be adjusted or removed by citizens
• Support 'accesskeys' for navigating forms
• Support 'accesskeys' for important links
• Create a logical tabbing order
• Where Flash is used, ensure it is created using the latest version of Macromedia Flash MX2004
• Where PDF files are used, ensure they are created as version 1.4 using the latest version of Adobe Acrobat

Do not compromise usability for function

• Use visual cues to highlight the citizen's position in the site
• Design each page so that the initial information gives cues to the full contents
• Minimise the use of distracting elements such as animations and scrolling text

Keep the citizen out of trouble

• Validate all information entered by the citizen as soon as possible
• On forms, use elements that have built in validation
• Before citizens complete a process that has been split across multiple pages, provide them with a summary of all the data that has been collected
• Format transaction e-mails so that the citizen recognises who the author is

Provide proactive assistance

• Design error pages and transactional failure notices so that they help citizens resolve their problems
• Provide links to the home page and other important pages on every page within your site
• Ensure help text is goal-oriented

Make actions predictable and reversible

• Clearly describe any steps in a process that cannot be reversed
• Preserve information that the citizen has entered

Use visual design to communicate the meaning and importance of elements of the site

• Do not place too much information on the page
• Use all available space to distribute information evenly on the page
• Use properties such as size, position and colour to show the relative importance of information on the page
• Use a style of font with visual characteristics that are appropriate to the type of information being displayed
• Choose a text foreground colour that is at least 30 percent lighter or darker than the background colour
• Use appealing colours
• Use common colour conventions
• Use a small set of colours to reduce the amount of visual information citizens need to process
• Use strong colour sparingly
• Where there is a need to attract the citizen's attention, use strong colours
• Use images to illustrate key concepts that citizens may find difficult to understand when expressed in words alone
• Use images of body parts and cultural symbols only when they are essential; do not use metaphors based on these symbols
• Use branding elements to support information rather than to dominate it

Write in a way that makes it easy for citizens to read on a computer screen

• Avoid using slang and idioms unless you explain their meaning
• Use unambiguous page titles
• Write using the inverted pyramid style
• Do not use leading articles such as 'A,' 'An,' and 'The' in e-mail subjects and page titles
• Where hyperlinks are used, ensure that meaningful words are linked
• Write using first and second-person sentences rather than third person sentences
• Write using the active voice rather than the passive
• Use plain and simple English, and avoid using marketing rhetoric
• Write consistently
• Write short sentences
• Write short paragraphs with one idea in each
• Write succinctly
• Where information can be summarised, use bulleted lists
• Use highlighting and emphasis to make keywords stand out
• Use sub-headings to break up the flow of text
• Ensure information sourced through external links is relevant

Used

Avoid displaying or collecting information that could be misused

• When providing services for children or using information about children, ensure that permission has been obtained from their parent or guardian
• Only use images of children in suitable dress
• Do not display personal contact information about children such as e-mail addresses and phone numbers
• When using photographs of children, avoid associating names to photographs

Comply with all legislation and Government guidelines that affect Web site design and use

• When Acts, Regulations, and guidance about them are updated, review your Web site to ensure it is still compliant
• Ensure your Web site provides regulated information in accordance with the appropriate Acts and Regulations
• Provide responses to e-mails within 20 days and in the citizen's preferred format
• Do not include anything that could be defamatory
• Do not infringe the rights of a copyright owner
• Follow the e-Government Metadata Framework (e-GMF)
• Use the Local Government Category List (LGCL)
• For authorities in Wales, provide alternative representations in both Welsh and English
• Follow all Priority 1 recommendations of the W3C Web Access Initiative (WAI)
• Implement metadata or other mechanisms needed to identify records that need to be preserved
• Display details of any charges for copies of government information
• Comply with specific relevant acts
• Where a citizen's personal information is collected, incorporate a statement to inform the citizen how their data will be used
• Do not publish personal details without consent
• Provide a clear and easy-to-find privacy policy
• Use a secure transmission system to protect personal data collected from citizens
• Where forms are used to collect a citizen's personal information say which body is collecting the information
• When using images of people, ensure the correct level of permission has been granted
• Inform citizens if their personal information could be disclosed to third parties
• When collecting personal information from children, ensure that information about parents and others is not requested
• Set the default for forms that permit usage of personal data to allow usage for essential purposes only
• When sending marketing information by e-mail, clearly state the name of the local authority
• Allow citizens to complete any transaction without supplying marketing or promotion related information

Create a site that citizens trust

• Add content rating metadata to the home page
• Advise citizens when cookies will be used and ensure the site does not rely on them
• Write correctly
• Use humour with caution
• Use a tone that is appropriate for your audience and the message you are trying to convey
• Ensure content is accurate and up to date
• Where there is doubt over the accuracy or source of any information, incorporate a content disclaimer
• Provide external links to reputable and independent sources
• Adhere to conventions on government publicity and advertising
• If selecting advertising and sponsorship partners, choose brands that are trusted by citizens

Design the site to encourage adoption

• Do not provide an excessive number of links to a single external source
• Allow citizens to explore your site before they make a commitment
• Use Web forms rather than PDF forms to capture citizen information
• On the home page state the purpose, scope, and benefits of your site
• Make citizens aware that your site is available

Guidelines by category - Field

This index enables you to find guidelines related to a specific field of theory or practice, such as usability, accessibility, or trust.

Guidelines for Business

Business related fields study factors that are important to ensure success in a real-world business context.

Guidelines for Government

• 0. Mandatory UK government requirement
  • Follow all Priority 1 recommendations of the W3C Web Access Initiative (WAI)
  • Follow the e-Government Metadata Framework (e-GMF)
• 1. Legal requirement
  • Ensure your Web site provides regulated information in accordance with the appropriate Acts and Regulations
  • For authorities in Wales, provide alternative representations in both Welsh and English
  • Implement metadata or other mechanisms needed to identify records that need to be preserved
  • When Acts, Regulations, and guidance about them are updated, review your Web site to ensure it is still compliant
  • Where a citizen's personal information is collected, incorporate a statement to inform the citizen how their data will be used
• 2. Strongly recommended
  • Adhere to conventions on government publicity and advertising
  • Do not display personal contact information about children such as e-mail addresses and phone numbers
  • Present content that is applicable to citizens
  • Provide a clear and easy-to-find privacy policy
  • Provide clear information that tells citizens how to contact the local authority
  • Use the Local Government Category List (LGCL)
  • When planning which services should be hosted online first, consider those which are most in demand by citizens and those which will bring the greatest cost savings to your authority
  • When providing services for children or using information about children, ensure that permission has been obtained from their parent or guardian
  • Where there is doubt over the accuracy or source of any information, incorporate a content disclaimer
• 3. Recommended
  • Highlight new content and important local news
  • Offer services that support local businesses
  • Provide clear directions on how to find local authority buildings
  • Support two-way communication between local authorities and citizens
  • Use team or generic e-mail addresses rather than personal ones

Guidelines for Law

• 1. Legal requirement
  • Allow citizens to complete any transaction without supplying marketing or promotion related information
  • Display details of any charges for copies of government information
  • Do not include anything that could be defamatory
  • Do not infringe the rights of a copyright owner
  • Do not publish personal details without consent
  • Ensure your Web site provides regulated information in accordance with the appropriate Acts and Regulations
  • For authorities in Wales, provide alternative representations in both Welsh and English
  • Implement metadata or other mechanisms needed to identify records that need to be preserved
  • Inform citizens if their personal information could be disclosed to third parties
  • Provide responses to e-mails within 20 days and in the citizen's preferred format
  • Use a secure transmission system to protect personal data collected from citizens
  • When Acts, Regulations, and guidance about them are updated, review your Web site to ensure it is still compliant
  • When collecting personal information from children, ensure that information about parents and others is not requested
  • When sending marketing information by e-mail, clearly state the name of the local authority
  • When using images of people, ensure the correct level of permission has been granted
  • Where a citizen's personal information is collected, incorporate a statement to inform the citizen how their data will be used
  • Where forms are used to collect a citizen's personal information say which body is collecting the information
• 2. Strongly recommended
  • Do not display personal contact information about children such as e-mail addresses and phone numbers
  • Only use images of children in suitable dress
  • Provide a clear and easy-to-find privacy policy
  • When using photographs of children, avoid associating names to photographs
  • Where there is doubt over the accuracy or source of any information, incorporate a content disclaimer
• 3. Recommended
  • Send citizens e-mail receipts for financial transactions
• • Comply with specific relevant acts

Guidelines for Safety

• 1. Legal requirement
  • Do not publish personal details without consent
  • Use a secure transmission system to protect personal data collected from citizens
• 2. Strongly recommended
  • Do not display personal contact information about children such as e-mail addresses and phone numbers
  • Only use images of children in suitable dress
  • When using photographs of children, avoid associating names to photographs
• 3. Recommended
  • Add content rating metadata to the home page

Guidelines for Trust

• 1. Legal requirement
  • Allow citizens to complete any transaction without supplying marketing or promotion related information
  • Display details of any charges for copies of government information
  • Do not publish personal details without consent
  • Provide responses to e-mails within 20 days and in the citizen's preferred format
  • Set the default for forms that permit usage of personal data to allow usage for essential purposes only
  • When sending marketing information by e-mail, clearly state the name of the local authority
  • Where a citizen's personal information is collected, incorporate a statement to inform the citizen how their data will be used
• 2. Strongly recommended
  • Advise citizens when cookies will be used and ensure the site does not rely on them
  • Ensure content is accurate and up to date
  • If selecting advertising and sponsorship partners, choose brands that are trusted by citizens
  • Provide a clear and easy-to-find privacy policy
  • Use plain and simple English, and avoid using marketing rhetoric
  • Where there is doubt over the accuracy or source of any information, incorporate a content disclaimer
• 3. Recommended
  • Add content rating metadata to the home page
  • Do not provide an excessive number of links to a single external source
  • Ensure information sourced through external links is relevant
  • Format transaction e-mails so that the citizen recognises who the author is
  • Offer services that help to create and support local online communities
  • On the home page state the purpose, scope, and benefits of your site
  • Provide external links to reputable and independent sources
  • Provide notification when a citizen has completed a transaction
  • Use team or generic e-mail addresses rather than personal ones

Guidelines for Design

Design fields are concerned with the needs and motivation of individual users.

Guidelines for Accessibility

• 0. Mandatory UK government requirement
  • Follow all Priority 1 recommendations of the W3C Web Access Initiative (WAI)
• 2. Strongly recommended
  • Advise citizens when cookies will be used and ensure the site does not rely on them
  • Avoid designs that rely on specific browser plug-ins
  • Create a logical tabbing order
  • Design pages to be independent of specific browsers and different browser versions
  • Design pages to work with any font size or screen resolution
  • Ensure content is compatible with assistive technologies
  • Ensure potential distractions can be adjusted or removed by citizens
  • Minimise the use of distracting elements such as animations and scrolling text
  • On forms, add 'label' tags to all fields
  • On forms, group the fields that are parts of a concept and label them using 'fieldset' and 'legend' tags
  • On forms, use 'textareas' only where essential
  • On forms, use fields of the appropriate type for each action, routing or setting
  • Provide more than one cue to the coding of information
  • Use HTML and other types of code in the way that they were intended
  • Use Web forms rather than PDF forms to capture citizen information
  • Where Flash is used, ensure it is created using the latest version of Macromedia Flash MX2004
  • Where PDF files are used, ensure they are created as version 1.4 using the latest version of Adobe Acrobat
• 3. Recommended
  • Communicate time constraints clearly, and allow citizens to request additional time to complete their tasks
  • Create pages that do not depend on a specific window size or screen resolution
  • Support 'accesskeys' for important links
  • Support 'accesskeys' for navigating forms
  • Use images to illustrate key concepts that citizens may find difficult to understand when expressed in words alone
  • Use sub-headings to break up the flow of text
  • Where hyperlinks are used, ensure that meaningful words are linked

Guidelines for Adoption

• 1. Legal requirement
  • Display details of any charges for copies of government information
• 2. Strongly recommended
  • Advise citizens when cookies will be used and ensure the site does not rely on them
  • Allow citizens to use services in the sequence they choose
  • Avoid designs that rely on specific browser plug-ins
  • Confirm task completion or failure in terms of the citizen's goals rather than in changes to the system state
  • Design pages to be independent of specific browsers and different browser versions
  • Design pages to work with any font size or screen resolution
  • Ensure content is accurate and up to date
  • Make citizens aware that your site is available
  • Where advanced technologies such as QuickTime VR ,video, or streamed audio are used, offer citizens alternatives
• 3. Recommended
  • Add content rating metadata to the home page
  • Allow citizens to explore your site before they make a commitment
  • Highlight new content and important local news
  • Make services available 24 hours a day, 7 days a week
  • Offer services that help to create and support local online communities
  • Offer services that support local businesses
  • On the home page state the purpose, scope, and benefits of your site
  • Phrase error messages politely
  • Thank citizens for adopting your site
  • Use a single domain name with a suffix of .gov.uk

Guidelines for Culture

• 2. Strongly recommended
  • Use humour with caution
• 3. Recommended
  • Use images of body parts and cultural symbols only when they are essential; do not use metaphors based on these symbols

Guidelines for Technology

• 1. Legal requirement
  • Use a secure transmission system to protect personal data collected from citizens
• 2. Strongly recommended
  • Avoid designs that rely on specific browser plug-ins
  • Design pages to be independent of specific browsers and different browser versions
  • Design pages to work with any font size or screen resolution
  • Minimise page download size
  • Use HTML and other types of code in the way that they were intended
  • Where advanced technologies such as QuickTime VR ,video, or streamed audio are used, offer citizens alternatives
  • Where Flash is used, ensure it is created using the latest version of Macromedia Flash MX2004
  • Where PDF files are used, ensure they are created as version 1.4 using the latest version of Adobe Acrobat
• 3. Recommended
  • Add content rating metadata to the home page
  • Create pages that do not depend on a specific window size or screen resolution
  • Make services available 24 hours a day, 7 days a week

Guidelines for Typography

• 2. Strongly recommended
  • Choose a text foreground colour that is at least 30 percent lighter or darker than the background colour
• 3. Recommended
  • Ensure that the default text size used is legible
  • Use a style of font with visual characteristics that are appropriate to the type of information being displayed
  • Where information can be summarised, use bulleted lists

Guidelines for Usability

• 2. Strongly recommended
  • Advise citizens when cookies will be used and ensure the site does not rely on them
  • Allow citizens to use services in the sequence they choose
  • Before citizens complete a process that has been split across multiple pages, provide them with a summary of all the data that has been collected
  • Clearly describe any steps in a process that cannot be reversed
  • Confirm task completion or failure in terms of the citizen's goals rather than in changes to the system state
  • Create a logical tabbing order
  • Design pages to work with any font size or screen resolution
  • Ensure potential distractions can be adjusted or removed by citizens
  • Minimise page download size
  • Minimise the use of distracting elements such as animations and scrolling text
  • On forms, add 'label' tags to all fields
  • On forms, group the fields that are parts of a concept and label them using 'fieldset' and 'legend' tags
  • On forms, use 'textareas' only where essential
  • On forms, use elements that have built in validation
  • On forms, use fields of the appropriate type for each action, routing or setting
  • Organise information in a way that citizens understand rather than using the structure of the local authority
  • Preserve information that the citizen has entered
  • Provide links to the home page and other important pages on every page within your site
  • Provide more than one cue to the coding of information
  • Use HTML and other types of code in the way that they were intended
  • Use properties such as size, position and colour to show the relative importance of information on the page
  • Use terms that are familiar to citizens
  • Use Web forms rather than PDF forms to capture citizen information
  • Validate all information entered by the citizen as soon as possible
• 3. Recommended
  • Allow citizens to tailor services to their needs
  • Communicate time constraints clearly, and allow citizens to request additional time to complete their tasks
  • Create pages that do not depend on a specific window size or screen resolution
  • Design each page so that the initial information gives cues to the full contents
  • Design error pages and transactional failure notices so that they help citizens resolve their problems
  • Display e-mail addresses using the standard e-mail format and include the correct HTML tag
  • Do not place too much information on the page
  • Help citizens recognise that their actions have taken them nearer to their goal
  • On the home page state the purpose, scope, and benefits of your site
  • Phrase error messages politely
  • Provide notification when a citizen has completed a transaction
  • Send citizens e-mail receipts for financial transactions
  • Store each citizen's personal information
  • Support 'accesskeys' for important links
  • Support 'accesskeys' for navigating forms
  • Use a single domain name with a suffix of .gov.uk
  • Use images to illustrate key concepts that citizens may find difficult to understand when expressed in words alone
  • Use sub-headings to break up the flow of text
  • Use team or generic e-mail addresses rather than personal ones
  • Where hyperlinks are used, ensure that meaningful words are linked
  • Where information can be summarised, use bulleted lists
  • Where there is a need to attract the citizen's attention, use strong colours
• • Use visual cues to highlight the citizen's position in the site

Guidelines for Visual design

• 2. Strongly recommended
  • Choose a text foreground colour that is at least 30 percent lighter or darker than the background colour
  • Minimise the use of distracting elements such as animations and scrolling text
  • Provide more than one cue to the coding of information
  • Use a small set of colours to reduce the amount of visual information citizens need to process
  • Use branding elements to support information rather than to dominate it
  • Use properties such as size, position and colour to show the relative importance of information on the page
• 3. Recommended
  • Do not place too much information on the page
  • Use all available space to distribute information evenly on the page
  • Use appealing colours
  • Use common colour conventions
  • Use highlighting and emphasis to make keywords stand out
  • Use images to illustrate key concepts that citizens may find difficult to understand when expressed in words alone
  • Use strong colour sparingly
  • Where information can be summarised, use bulleted lists
  • Where there is a need to attract the citizen's attention, use strong colours

Guidelines for Writing

• 2. Strongly recommended
  • Avoid using slang and idioms unless you explain their meaning
  • Ensure help text is goal-oriented
  • Use humour with caution
  • Use plain and simple English, and avoid using marketing rhetoric
  • Use terms that are familiar to citizens
  • Use unambiguous page titles
  • Write consistently
  • Write correctly
  • Write short paragraphs with one idea in each
  • Write succinctly
  • Write using the inverted pyramid style
• 3. Recommended
  • Design error pages and transactional failure notices so that they help citizens resolve their problems
  • Do not use leading articles such as 'A,' 'An,' and 'The' in e-mail subjects and page titles
  • Use a tone that is appropriate for your audience and the message you are trying to convey
  • Use highlighting and emphasis to make keywords stand out
  • Use sub-headings to break up the flow of text
  • Where information can be summarised, use bulleted lists
  • Write using first and second-person sentences rather than third person sentences
  • Write using the active voice rather than the passive
• • Write short sentences

Guidelines by category - Role and task

This index enables you to find guidelines related to a specific role and the tasks typically carried out by that role.

Guidelines for Content creator

A content creator is responsible for developing material such as service definitions, location descriptions, and policy statements. Content creators typically have skills in writing and communicating together with subject matter expertise in aspects of local government.

Guidelines for Create content

• 0. Mandatory UK government requirement
  • Follow all Priority 1 recommendations of the W3C Web Access Initiative (WAI)
  • Follow the e-Government Metadata Framework (e-GMF)
• 1. Legal requirement
  • Display details of any charges for copies of government information
  • Do not include anything that could be defamatory
  • Do not infringe the rights of a copyright owner
  • Do not publish personal details without consent
  • Ensure your Web site provides regulated information in accordance with the appropriate Acts and Regulations
  • For authorities in Wales, provide alternative representations in both Welsh and English
  • When using images of people, ensure the correct level of permission has been granted
  • Where a citizen's personal information is collected, incorporate a statement to inform the citizen how their data will be used
• 2. Strongly recommended
  • Adhere to conventions on government publicity and advertising
  • Avoid designs that rely on specific browser plug-ins
  • Avoid using slang and idioms unless you explain their meaning
  • Design pages to be independent of specific browsers and different browser versions
  • Design pages to work with any font size or screen resolution
  • Do not display personal contact information about children such as e-mail addresses and phone numbers
  • Ensure content is accurate and up to date
  • Ensure content is compatible with assistive technologies
  • If selecting advertising and sponsorship partners, choose brands that are trusted by citizens
  • Minimise the use of distracting elements such as animations and scrolling text
  • Only use images of children in suitable dress
  • Organise information in a way that citizens understand rather than using the structure of the local authority
  • Present content that is applicable to citizens
  • Provide a clear and easy-to-find privacy policy
  • Provide clear information that tells citizens how to contact the local authority
  • Provide more than one cue to the coding of information
  • Use branding elements to support information rather than to dominate it
  • Use HTML and other types of code in the way that they were intended
  • Use humour with caution
  • Use plain and simple English, and avoid using marketing rhetoric
  • Use terms that are familiar to citizens
  • Use the Local Government Category List (LGCL)
  • Use unambiguous page titles
  • When providing services for children or using information about children, ensure that permission has been obtained from their parent or guardian
  • When using photographs of children, avoid associating names to photographs
  • Where advanced technologies such as QuickTime VR ,video, or streamed audio are used, offer citizens alternatives
  • Where Flash is used, ensure it is created using the latest version of Macromedia Flash MX2004
  • Where PDF files are used, ensure they are created as version 1.4 using the latest version of Adobe Acrobat
  • Where there is doubt over the accuracy or source of any information, incorporate a content disclaimer
  • Write consistently
  • Write correctly
  • Write short paragraphs with one idea in each
  • Write succinctly
  • Write using the inverted pyramid style
• 3. Recommended
  • Add content rating metadata to the home page
  • Allow citizens to explore your site before they make a commitment
  • Communicate time constraints clearly, and allow citizens to request additional time to complete their tasks
  • Create pages that do not depend on a specific window size or screen resolution
  • Design each page so that the initial information gives cues to the full contents
  • Display e-mail addresses using the standard e-mail format and include the correct HTML tag
  • Do not place too much information on the page
  • Do not use leading articles such as 'A,' 'An,' and 'The' in e-mail subjects and page titles
  • Ensure information sourced through external links is relevant
  • Highlight new content and important local news
  • Offer services that help to create and support local online communities
  • Offer services that support local businesses
  • On the home page state the purpose, scope, and benefits of your site
  • Phrase error messages politely
  • Provide clear directions on how to find local authority buildings
  • Provide external links to reputable and independent sources
  • Use a tone that is appropriate for your audience and the message you are trying to convey
  • Use highlighting and emphasis to make keywords stand out
  • Use images of body parts and cultural symbols only when they are essential; do not use metaphors based on these symbols
  • Use sub-headings to break up the flow of text
  • Use team or generic e-mail addresses rather than personal ones
  • Where hyperlinks are used, ensure that meaningful words are linked
  • Where information can be summarised, use bulleted lists
  • Write using first and second-person sentences rather than third person sentences
  • Write using the active voice rather than the passive
• • Write short sentences

Guidelines for Create help text

• 0. Mandatory UK government requirement
  • Follow all Priority 1 recommendations of the W3C Web Access Initiative (WAI)
• 1. Legal requirement
  • For authorities in Wales, provide alternative representations in both Welsh and English
• 2. Strongly recommended
  • Ensure help text is goal-oriented
  • Use humour with caution
  • Use plain and simple English, and avoid using marketing rhetoric
  • Write consistently
  • Write correctly
  • Write short paragraphs with one idea in each
  • Write succinctly
• 3. Recommended
  • Use a tone that is appropriate for your audience and the message you are trying to convey
  • Where hyperlinks are used, ensure that meaningful words are linked
  • Where information can be summarised, use bulleted lists
  • Write using first and second-person sentences rather than third person sentences
  • Write using the active voice rather than the passive

Guidelines for Designer

A designer is responsible for the user experience of a local authority site. Designers typically have skills related to interaction design, information design, or graphic design.

Guidelines for Design interaction

• 0. Mandatory UK government requirement
  • Follow all Priority 1 recommendations of the W3C Web Access Initiative (WAI)
• 1. Legal requirement
  • Allow citizens to complete any transaction without supplying marketing or promotion related information
  • Do not publish personal details without consent
  • For authorities in Wales, provide alternative representations in both Welsh and English
  • Inform citizens if their personal information could be disclosed to third parties
  • Set the default for forms that permit usage of personal data to allow usage for essential purposes only
  • When collecting personal information from children, ensure that information about parents and others is not requested
  • When sending marketing information by e-mail, clearly state the name of the local authority
  • Where forms are used to collect a citizen's personal information say which body is collecting the information
• 2. Strongly recommended
  • Advise citizens when cookies will be used and ensure the site does not rely on them
  • Allow citizens to use services in the sequence they choose
  • Avoid designs that rely on specific browser plug-ins
  • Before citizens complete a process that has been split across multiple pages, provide them with a summary of all the data that has been collected
  • Clearly describe any steps in a process that cannot be reversed
  • Confirm task completion or failure in terms of the citizen's goals rather than in changes to the system state
  • Create a logical tabbing order
  • Design pages to be independent of specific browsers and different browser versions
  • Design pages to work with any font size or screen resolution
  • Ensure content is compatible with assistive technologies
  • Ensure potential distractions can be adjusted or removed by citizens
  • Minimise page download size
  • Minimise the use of distracting elements such as animations and scrolling text
  • On forms, add 'label' tags to all fields
  • On forms, use 'textareas' only where essential
  • On forms, use elements that have built in validation
  • On forms, use fields of the appropriate type for each action, routing or setting
  • Organise information in a way that citizens understand rather than using the structure of the local authority
  • Use HTML and other types of code in the way that they were intended
  • Use terms that are familiar to citizens
  • Use unambiguous page titles
  • Use Web forms rather than PDF forms to capture citizen information
  • Validate all information entered by the citizen as soon as possible
  • Where advanced technologies such as QuickTime VR ,video, or streamed audio are used, offer citizens alternatives
• 3. Recommended
  • Allow citizens to explore your site before they make a commitment
  • Allow citizens to tailor services to their needs
  • Communicate time constraints clearly, and allow citizens to request additional time to complete their tasks
  • Design each page so that the initial information gives cues to the full contents
  • Design error pages and transactional failure notices so that they help citizens resolve their problems
  • Display e-mail addresses using the standard e-mail format and include the correct HTML tag
  • Do not place too much information on the page
  • Format transaction e-mails so that the citizen recognises who the author is
  • Help citizens recognise that their actions have taken them nearer to their goal
  • Provide notification when a citizen has completed a transaction
  • Send citizens e-mail receipts for financial transactions
  • Store each citizen's personal information
  • Support 'accesskeys' for important links
  • Support 'accesskeys' for navigating forms
  • Support two-way communication between local authorities and citizens
  • Thank citizens for adopting your site
  • Where hyperlinks are used, ensure that meaningful words are linked

Guidelines for Design navigation

• 0. Mandatory UK government requirement
  • Follow all Priority 1 recommendations of the W3C Web Access Initiative (WAI)
• 1. Legal requirement
  • For authorities in Wales, provide alternative representations in both Welsh and English
• 2. Strongly recommended
  • Allow citizens to use services in the sequence they choose
  • Organise information in a way that citizens understand rather than using the structure of the local authority
  • Present content that is applicable to citizens
  • Provide a clear and easy-to-find privacy policy
  • Provide links to the home page and other important pages on every page within your site
  • Use terms that are familiar to citizens
  • Use the Local Government Category List (LGCL)
  • Use unambiguous page titles
• 3. Recommended
  • Do not provide an excessive number of links to a single external source
  • Do not use leading articles such as 'A,' 'An,' and 'The' in e-mail subjects and page titles
  • Where hyperlinks are used, ensure that meaningful words are linked
• • Use visual cues to highlight the citizen's position in the site

Guidelines for Design presentation

• 0. Mandatory UK government requirement
  • Follow all Priority 1 recommendations of the W3C Web Access Initiative (WAI)
• 1. Legal requirement
  • When using images of people, ensure the correct level of permission has been granted
  • Where a citizen's personal information is collected, incorporate a statement to inform the citizen how their data will be used
• 2. Strongly recommended
  • Choose a text foreground colour that is at least 30 percent lighter or darker than the background colour
  • Design pages to work with any font size or screen resolution
  • Ensure potential distractions can be adjusted or removed by citizens
  • Minimise page download size
  • Minimise the use of distracting elements such as animations and scrolling text
  • Only use images of children in suitable dress
  • Provide more than one cue to the coding of information
  • Use a small set of colours to reduce the amount of visual information citizens need to process
  • Use branding elements to support information rather than to dominate it
  • Use properties such as size, position and colour to show the relative importance of information on the page
  • When using photographs of children, avoid associating names to photographs
  • Where advanced technologies such as QuickTime VR ,video, or streamed audio are used, offer citizens alternatives
• 3. Recommended
  • Create pages that do not depend on a specific window size or screen resolution
  • Design each page so that the initial information gives cues to the full contents
  • Do not place too much information on the page
  • Ensure that the default text size used is legible
  • Format transaction e-mails so that the citizen recognises who the author is
  • Highlight new content and important local news
  • Phrase error messages politely
  • Use a style of font with visual characteristics that are appropriate to the type of information being displayed
  • Use all available space to distribute information evenly on the page
  • Use appealing colours
  • Use common colour conventions
  • Use images of body parts and cultural symbols only when they are essential; do not use metaphors based on these symbols
  • Use images to illustrate key concepts that citizens may find difficult to understand when expressed in words alone
  • Use strong colour sparingly
  • Where hyperlinks are used, ensure that meaningful words are linked
  • Where there is a need to attract the citizen's attention, use strong colours
• • Use visual cues to highlight the citizen's position in the site

Guidelines for Developer

A developer is responsible for implementing a design as software on both client and server. Developers typically have skills such as implementation design, programming languages, networks, and server configuration.

Guidelines for Develop software

• 0. Mandatory UK government requirement
  • Follow all Priority 1 recommendations of the W3C Web Access Initiative (WAI)
  • Follow the e-Government Metadata Framework (e-GMF)
• 1. Legal requirement
  • When sending marketing information by e-mail, clearly state the name of the local authority
• 2. Strongly recommended
  • Advise citizens when cookies will be used and ensure the site does not rely on them
  • Allow citizens to use services in the sequence they choose
  • Avoid designs that rely on specific browser plug-ins
  • Confirm task completion or failure in terms of the citizen's goals rather than in changes to the system state
  • Create a logical tabbing order
  • Design pages to be independent of specific browsers and different browser versions
  • Design pages to work with any font size or screen resolution
  • Ensure content is compatible with assistive technologies
  • Ensure potential distractions can be adjusted or removed by citizens
  • Minimise page download size
  • On forms, add 'label' tags to all fields
  • On forms, group the fields that are parts of a concept and label them using 'fieldset' and 'legend' tags
  • On forms, use 'textareas' only where essential
  • On forms, use elements that have built in validation
  • On forms, use fields of the appropriate type for each action, routing or setting
  • Present content that is applicable to citizens
  • Preserve information that the citizen has entered
  • Use HTML and other types of code in the way that they were intended
  • Use Web forms rather than PDF forms to capture citizen information
  • Validate all information entered by the citizen as soon as possible
  • Where advanced technologies such as QuickTime VR ,video, or streamed audio are used, offer citizens alternatives
  • Where Flash is used, ensure it is created using the latest version of Macromedia Flash MX2004
  • Where PDF files are used, ensure they are created as version 1.4 using the latest version of Adobe Acrobat
• 3. Recommended
  • Add content rating metadata to the home page
  • Allow citizens to tailor services to their needs
  • Create pages that do not depend on a specific window size or screen resolution
  • Design error pages and transactional failure notices so that they help citizens resolve their problems
  • Ensure that the default text size used is legible
  • Phrase error messages politely
  • Provide notification when a citizen has completed a transaction
  • Send citizens e-mail receipts for financial transactions
  • Store each citizen's personal information
  • Support 'accesskeys' for important links
  • Support 'accesskeys' for navigating forms
  • Thank citizens for adopting your site

Guidelines for Implement servers and networks

• 0. Mandatory UK government requirement
  • Follow the e-Government Metadata Framework (e-GMF)
• 1. Legal requirement
  • Use a secure transmission system to protect personal data collected from citizens
• 2. Strongly recommended
  • Advise citizens when cookies will be used and ensure the site does not rely on them
  • Allow citizens to use services in the sequence they choose
  • Present content that is applicable to citizens
• 3. Recommended
  • Make services available 24 hours a day, 7 days a week

Guidelines for Manager

A manager is responsible for ensuring that relevant legislation and government policy is implemented in the design of an authority site.

Guidelines for Manage implementation

Manage implementation

• 0. Mandatory UK government requirement
  • Follow all Priority 1 recommendations of the W3C Web Access Initiative (WAI)
  • Follow the e-Government Metadata Framework (e-GMF)
• 1. Legal requirement
  • Allow citizens to complete any transaction without supplying marketing or promotion related information
  • Display details of any charges for copies of government information
  • Do not include anything that could be defamatory
  • Do not infringe the rights of a copyright owner
  • Do not publish personal details without consent
  • Ensure your Web site provides regulated information in accordance with the appropriate Acts and Regulations
  • For authorities in Wales, provide alternative representations in both Welsh and English
  • Implement metadata or other mechanisms needed to identify records that need to be preserved
  • Inform citizens if their personal information could be disclosed to third parties
  • Provide responses to e-mails within 20 days and in the citizen's preferred format
  • Set the default for forms that permit usage of personal data to allow usage for essential purposes only
  • Use a secure transmission system to protect personal data collected from citizens
  • When Acts, Regulations, and guidance about them are updated, review your Web site to ensure it is still compliant
  • When collecting personal information from children, ensure that information about parents and others is not requested
  • When sending marketing information by e-mail, clearly state the name of the local authority
  • When using images of people, ensure the correct level of permission has been granted
  • Where a citizen's personal information is collected, incorporate a statement to inform the citizen how their data will be used
  • Where forms are used to collect a citizen's personal information say which body is collecting the information
• 2. Strongly recommended
  • Adhere to conventions on government publicity and advertising
  • Advise citizens when cookies will be used and ensure the site does not rely on them
  • Ensure content is accurate and up to date
  • If selecting advertising and sponsorship partners, choose brands that are trusted by citizens
  • Provide a clear and easy-to-find privacy policy
  • Provide clear information that tells citizens how to contact the local authority
  • Use the Local Government Category List (LGCL)
  • When planning which services should be hosted online first, consider those which are most in demand by citizens and those which will bring the greatest cost savings to your authority
  • When providing services for children or using information about children, ensure that permission has been obtained from their parent or guardian
  • Where there is doubt over the accuracy or source of any information, incorporate a content disclaimer
• 3. Recommended
  • Add content rating metadata to the home page
  • Allow citizens to explore your site before they make a commitment
  • Highlight new content and important local news
  • Make services available 24 hours a day, 7 days a week
  • Provide external links to reputable and independent sources
  • Support two-way communication between local authorities and citizens
  • Use a single domain name with a suffix of .gov.uk
  • Use team or generic e-mail addresses rather than personal ones
• • Comply with specific relevant acts

Guidelines for Marketer

A marketer is responsible for promoting the authority site and encouraging increased uptake by citizens.

Guidelines for Promote site

Market site

• 1. Legal requirement
  • When sending marketing information by e-mail, clearly state the name of the local authority
• 2. Strongly recommended
  • Make citizens aware that your site is available
  • Organise information in a way that citizens understand rather than using the structure of the local authority
  • When planning which services should be hosted online first, consider those which are most in demand by citizens and those which will bring the greatest cost savings to your authority
• 3. Recommended
  • Display e-mail addresses using the standard e-mail format and include the correct HTML tag
  • Format transaction e-mails so that the citizen recognises who the author is
  • Use team or generic e-mail addresses rather than personal ones

Guidelines by validation method

Guidelines for validation method - Code inspection

A code inspection is a review of the source code for the site to check for compliance with coding standards. A code inspection typically looks at both client-side code, such as HTML, and server side code such as PERL.

• Add content rating metadata to the home page
• Advise citizens when cookies will be used and ensure the site does not rely on them
• Allow citizens to use services in the sequence they choose
• Design pages to be independent of specific browsers and different browser versions
• Display e-mail addresses using the standard e-mail format and include the correct HTML tag
• Ensure content is compatible with assistive technologies
• Follow all Priority 1 recommendations of the W3C Web Access Initiative (WAI)
• Follow the e-Government Metadata Framework (e-GMF)
• Minimise page download size
• On forms, add 'label' tags to all fields
• On forms, group the fields that are parts of a concept and label them using 'fieldset' and 'legend' tags
• Preserve information that the citizen has entered
• Use a secure transmission system to protect personal data collected from citizens
• Use HTML and other types of code in the way that they were intended
• Use the Local Government Category List (LGCL)
• Validate all information entered by the citizen as soon as possible
• Where Flash is used, ensure it is created using the latest version of Macromedia Flash MX2004
• Where PDF files are used, ensure they are created as version 1.4 using the latest version of Adobe Acrobat

Guidelines for validation method - Expert review

An expert review is a inspection of some aspect of the design by a panel of specialists in a field such as accessibility, usability, or legislation.

• Adhere to conventions on government publicity and advertising
• Advise citizens when cookies will be used and ensure the site does not rely on them
• Allow citizens to complete any transaction without supplying marketing or promotion related information
• Allow citizens to explore your site before they make a commitment
• Allow citizens to tailor services to their needs
• Allow citizens to use services in the sequence they choose
• Avoid designs that rely on specific browser plug-ins
• Avoid using slang and idioms unless you explain their meaning
• Before citizens complete a process that has been split across multiple pages, provide them with a summary of all the data that has been collected
• Choose a text foreground colour that is at least 30 percent lighter or darker than the background colour
• Clearly describe any steps in a process that cannot be reversed
• Communicate time constraints clearly, and allow citizens to request additional time to complete their tasks
• Confirm task completion or failure in terms of the citizen's goals rather than in changes to the system state
• Create a logical tabbing order
• Create pages that do not depend on a specific window size or screen resolution
• Design each page so that the initial information gives cues to the full contents
• Design error pages and transactional failure notices so that they help citizens resolve their problems
• Design pages to work with any font size or screen resolution
• Display details of any charges for copies of government information
• Display e-mail addresses using the standard e-mail format and include the correct HTML tag
• Do not display personal contact information about children such as e-mail addresses and phone numbers
• Do not include anything that could be defamatory
• Do not infringe the rights of a copyright owner
• Do not place too much information on the page
• Do not provide an excessive number of links to a single external source
• Do not publish personal details without consent
• Do not use leading articles such as 'A,' 'An,' and 'The' in e-mail subjects and page titles
• Ensure content is accurate and up to date
• Ensure content is compatible with assistive technologies
• Ensure help text is goal-oriented
• Ensure potential distractions can be adjusted or removed by citizens
• Ensure that the default text size used is legible
• Ensure your Web site provides regulated information in accordance with the appropriate Acts and Regulations
• Follow all Priority 1 recommendations of the W3C Web Access Initiative (WAI)
• For authorities in Wales, provide alternative representations in both Welsh and English
• Format transaction e-mails so that the citizen recognises who the author is
• Help citizens recognise that their actions have taken them nearer to their goal
• Highlight new content and important local news
• Implement metadata or other mechanisms needed to identify records that need to be preserved
• Inform citizens if their personal information could be disclosed to third parties
• Minimise page download size
• Minimise the use of distracting elements such as animations and scrolling text
• On forms, add 'label' tags to all fields
• On forms, group the fields that are parts of a concept and label them using 'fieldset' and 'legend' tags
• On forms, use 'textareas' only where essential
• On forms, use elements that have built in validation
• On forms, use fields of the appropriate type for each action, routing or setting
• On the home page state the purpose, scope, and benefits of your site
• Only use images of children in suitable dress
• Phrase error messages politely
• Preserve information that the citizen has entered
• Provide a clear and easy-to-find privacy policy
• Provide clear directions on how to find local authority buildings
• Provide clear information that tells citizens how to contact the local authority
• Provide external links to reputable and independent sources
• Provide links to the home page and other important pages on every page within your site
• Provide more than one cue to the coding of information
• Provide notification when a citizen has completed a transaction
• Send citizens e-mail receipts for financial transactions
• Set the default for forms that permit usage of personal data to allow usage for essential purposes only
• Store each citizen's personal information
• Support 'accesskeys' for important links
• Support 'accesskeys' for navigating forms
• Support two-way communication between local authorities and citizens
• Thank citizens for adopting your site
• Use a secure transmission system to protect personal data collected from citizens
• Use a single domain name with a suffix of .gov.uk
• Use a small set of colours to reduce the amount of visual information citizens need to process
• Use a style of font with visual characteristics that are appropriate to the type of information being displayed
• Use a tone that is appropriate for your audience and the message you are trying to convey
• Use all available space to distribute information evenly on the page
• Use appealing colours
• Use branding elements to support information rather than to dominate it
• Use common colour conventions
• Use highlighting and emphasis to make keywords stand out
• Use HTML and other types of code in the way that they were intended
• Use humour with caution
• Use images of body parts and cultural symbols only when they are essential; do not use metaphors based on these symbols
• Use images to illustrate key concepts that citizens may find difficult to understand when expressed in words alone
• Use plain and simple English, and avoid using marketing rhetoric
• Use properties such as size, position and colour to show the relative importance of information on the page
• Use strong colour sparingly
• Use sub-headings to break up the flow of text
• Use team or generic e-mail addresses rather than personal ones
• Use the Local Government Category List (LGCL)
• Use unambiguous page titles
• Use visual cues to highlight the citizen's position in the site
• Use Web forms rather than PDF forms to capture citizen information
• Validate all information entered by the citizen as soon as possible
• When Acts, Regulations, and guidance about them are updated, review your Web site to ensure it is still compliant
• When collecting personal information from children, ensure that information about parents and others is not requested
• When providing services for children or using information about children, ensure that permission has been obtained from their parent or guardian
• When sending marketing information by e-mail, clearly state the name of the local authority
• When using photographs of children, avoid associating names to photographs
• Where a citizen's personal information is collected, incorporate a statement to inform the citizen how their data will be used
• Where advanced technologies such as QuickTime VR ,video, or streamed audio are used, offer citizens alternatives
• Where forms are used to collect a citizen's personal information say which body is collecting the information
• Where hyperlinks are used, ensure that meaningful words are linked
• Where information can be summarised, use bulleted lists
• Where PDF files are used, ensure they are created as version 1.4 using the latest version of Adobe Acrobat
• Where there is a need to attract the citizen's attention, use strong colours
• Where there is doubt over the accuracy or source of any information, incorporate a content disclaimer
• Write consistently
• Write correctly
• Write short paragraphs with one idea in each
• Write short sentences
• Write succinctly
• Write using first and second-person sentences rather than third person sentences
• Write using the active voice rather than the passive
• Write using the inverted pyramid style

Guidelines for validation method - Research (interview etc)

Research involves gathering opinions from citizens. Methods include interviews, focus groups, and surveys.

• Ensure that the default text size used is legible
• If selecting advertising and sponsorship partners, choose brands that are trusted by citizens
• Make citizens aware that your site is available
• Organise information in a way that citizens understand rather than using the structure of the local authority
• Present content that is applicable to citizens
• Use appealing colours
• Use terms that are familiar to citizens
• When planning which services should be hosted online first, consider those which are most in demand by citizens and those which will bring the greatest cost savings to your authority

Guidelines for validation method - User test

A user test is a scientific study that observes and measures citizens using the site to carry out typical tasks.

• Allow citizens to complete any transaction without supplying marketing or promotion related information
• Allow citizens to explore your site before they make a commitment
• Allow citizens to tailor services to their needs
• Allow citizens to use services in the sequence they choose
• Avoid using slang and idioms unless you explain their meaning
• Before citizens complete a process that has been split across multiple pages, provide them with a summary of all the data that has been collected
• Clearly describe any steps in a process that cannot be reversed
• Communicate time constraints clearly, and allow citizens to request additional time to complete their tasks
• Confirm task completion or failure in terms of the citizen's goals rather than in changes to the system state
• Create a logical tabbing order
• Design each page so that the initial information gives cues to the full contents
• Design error pages and transactional failure notices so that they help citizens resolve their problems
• Do not place too much information on the page
• Ensure content is compatible with assistive technologies
• Ensure help text is goal-oriented
• Ensure information sourced through external links is relevant
• Ensure potential distractions can be adjusted or removed by citizens
• Ensure that the default text size used is legible
• For authorities in Wales, provide alternative representations in both Welsh and English
• Format transaction e-mails so that the citizen recognises who the author is
• Help citizens recognise that their actions have taken them nearer to their goal
• Highlight new content and important local news
• If selecting advertising and sponsorship partners, choose brands that are trusted by citizens
• Inform citizens if their personal information could be disclosed to third parties
• Minimise page download size
• On forms, add 'label' tags to all fields
• On forms, group the fields that are parts of a concept and label them using 'fieldset' and 'legend' tags
• On forms, use 'textareas' only where essential
• On forms, use fields of the appropriate type for each action, routing or setting
• On the home page state the purpose, scope, and benefits of your site
• Only use images of children in suitable dress
• Organise information in a way that citizens understand rather than using the structure of the local authority
• Phrase error messages politely
• Present content that is applicable to citizens
• Provide a clear and easy-to-find privacy policy
• Provide clear directions on how to find local authority buildings
• Provide clear information that tells citizens how to contact the local authority
• Provide links to the home page and other important pages on every page within your site
• Provide more than one cue to the coding of information
• Provide notification when a citizen has completed a transaction
• Send citizens e-mail receipts for financial transactions
• Store each citizen's personal information
• Support 'accesskeys' for navigating forms
• Support two-way communication between local authorities and citizens
• Thank citizens for adopting your site
• Use a secure transmission system to protect personal data collected from citizens
• Use a style of font with visual characteristics that are appropriate to the type of information being displayed
• Use a tone that is appropriate for your audience and the message you are trying to convey
• Use appealing colours
• Use branding elements to support information rather than to dominate it
• Use common colour conventions
• Use highlighting and emphasis to make keywords stand out
• Use humour with caution
• Use plain and simple English, and avoid using marketing rhetoric
• Use properties such as size, position and colour to show the relative importance of information on the page
• Use sub-headings to break up the flow of text
• Use terms that are familiar to citizens
• Use unambiguous page titles
• Use visual cues to highlight the citizen's position in the site
• Validate all information entered by the citizen as soon as possible
• When providing services for children or using information about children, ensure that permission has been obtained from their parent or guardian
• Where a citizen's personal information is collected, incorporate a statement to inform the citizen how their data will be used
• Where forms are used to collect a citizen's personal information say which body is collecting the information
• Where hyperlinks are used, ensure that meaningful words are linked
• Where information can be summarised, use bulleted lists
• Where there is a need to attract the citizen's attention, use strong colours
• Write consistently
• Write short paragraphs with one idea in each
• Write short sentences
• Write succinctly
• Write using the inverted pyramid style

Details of guidelines

Useful

PRINCIPLE

Make all services available at all times

Users expect to be able to use Internet based services at any time they choose.

Citizens should be able to use all services in any sequence and at any time. They may wish to interrupt one task to perform another.

Give the citizen control over the system. Enable the citizen to apply self-defined procedures to accomplish tasks. Do not impose your own notion of the "correct" way of doing things, and limit the choices that should be available to the citizen.

Ensure that the system permits the citizen to establish and maintain a constant working context or a frame of reference. Make obvious the current state of the system and the actions for the citizen to perform. If the citizen leaves the system for a moment or longer, the state of the system should remain current or stable at the time of their return. This contextual framework contributes to their feeling of stability.

Avoid the use of modes. Modes restrict the user's ability to interact with the system. For example, allow the citizen to log on through more than one browser window at the same time so that they can refer to old information at the same time as supplying new information.

GUIDELINE

Make services available 24 hours a day, 7 days a week

Rationale

Users expect Web sites to be available all the time. If your site is down, or a service is unavailable, citizens' trust and perception of the usefulness of your site will be damaged.

Priority

3. Recommended

Validation method

• Process inspection

Related principle

• Make all services available at all times.

Sources

• Top 10 Guidelines for UK local government websites

GUIDELINE

Allow citizens to use services in the sequence they choose For example, do not prevent them from using two different services at the same time.

Rationale

Citizens may wish to read information at the same time as completing a transaction in a different area. Whilst carrying out transactions, some citizens may see other information that they want to investigate. Allow citizens to explore other possibilities without abandoning work they have already done.

Priority

2. Strongly recommended

Validation method

• Code inspection
• Expert review
• User test

Related principle

• Make all services available at all times.

Sources

• IBM Common User Access Guidelines

GUIDELINE

Use team or generic e-mail addresses rather than personal ones For example, use planning_department@camden.gov.uk instead of Richard_Smith@camden.gov.uk.

Rationale

Citizens should not have to adjust contact details they have saved as a result of personnel changes within the local authority. Using team or generic e-mail addresses provides a far more sustainable way to publish and handle e-mails.

Priority

3. Recommended

Validation method

• Expert review

Related principle

• Make all services available at all times.

Sources

• Guidelines for UK Government Websites Illustrated Handbook for Web Management Teams

PRINCIPLE

Provide services and information that citizens want and need

Government Web sites need to be user focused. Provide the information and services that citizens want, and continually evolve them to meet user demand. Web sites that do not meet user needs cannot be effective.

Local authorities will often need to provide electronic information, and in some cases transactions, for over 700 different services. Give priority to services that are most beneficial to the local community. This will help ensure that the site is useful to its target audience.

GUIDELINE

When planning which services should be hosted online first, consider those which are most in demand by citizens and those which will bring the greatest cost savings to your authority

Rationale

Government policy is to make all government services electronically available by 2005. As Web usage increases, citizens' expectations will increase in relation to the online information and services provided by government.

Priority

2. Strongly recommended

Validation method

• Research (interview etc)
• Process inspection

Related principle

• Provide services and information that citizens want and need.

Sources

• Guidelines for UK Government Websites Illustrated Handbook for Web Management Teams

GUIDELINE

Present content that is applicable to citizens

Rationale

Many government documents are not aimed at the general public, or are of any interest to them. Make a distinction between information that is aimed at different audiences. Ensure the main navigation and search functions used by citizens leads them first to information that is useful to them.

Priority

2. Strongly recommended

Validation method

• Research (interview etc)
• User test

Related principle

• Provide services and information that citizens want and need.

Sources

• Guidelines for UK Government Websites Illustrated Handbook for Web Management Teams

GUIDELINE

Support two-way communication between local authorities and citizens For example, provide contact information on the home page to reassure citizens that they can speak to someone either on the phone or face-to-face.

Rationale

Citizens will expect to be able to contact government officials, express their views, make enquiries, or ask for help. If your site does not provide an adequate level of support, some citizens will be unable to complete tasks effectively. Encourage citizens to adopt your site by supporting feedback and queries, and by reassuring them that help is available should they encounter any difficulties.

Priority

3. Recommended

Validation method

• Expert review
• User test
• Process inspection

Related principle

• Provide services and information that citizens want and need.

Sources

• Guidelines for UK Government Websites Illustrated Handbook for Web Management Teams
• Top 10 Guidelines for UK local government websites

GUIDELINE

Provide clear information that tells citizens how to contact the local authority

Rationale

Web users expect to be able to contact real human beings if they need to. Providing contact details will help build trust amongst citizens and give them easier access to the local authority. Display clear contact information on the home page. Include a full postal address, a telephone number, and a contact e-mail address.

Priority

2. Strongly recommended

Validation method

• Expert review
• User test

Related principle

• Provide services and information that citizens want and need.

Sources

• Guidelines for UK Government Websites Illustrated Handbook for Web Management Teams

GUIDELINE

Provide clear directions on how to find local authority buildings

Rationale

Some citizens may need to visit council officers, and they will expect the Web site to provide clear directions on how to find the local authority buildings. Provide textual directions on rail, road, bus and underground travel. If you provide a map, present it either as a graphic (GIF or JPG) or a dowloadable PDF file.

Priority

3. Recommended

Validation method

• Expert review
• User test

Related principle

• Provide services and information that citizens want and need.

Sources

• Guidelines for UK Government Websites Illustrated Handbook for Web Management Teams

GUIDELINE

Highlight new content and important local news

Rationale

Highlighting new content helps citizens find new information and helps them to appreciate the active nature of the site. Review highlighting regularly so that it is not devalued by over use.

Priority

3. Recommended

Validation method

• Expert review
• User test

Related principle

• Provide services and information that citizens want and need.

Sources

• Guidelines for UK Government Websites Illustrated Handbook for Web Management Teams

GUIDELINE

Offer services that help to create and support local online communities For example, adopt the LAWS Community Engagement Modules that provide facilties to help local comunities set up their own web site and publish local events.

Rationale

Providing services that are useful to local communities will encourage more citizens to use and value the local authority site.

Priority

3. Recommended

Validation method

• Interface inspection

Related principle

• Provide services and information that citizens want and need.

Sources

• Local Authority Websites (LAWs) national project

GUIDELINE

Offer services that support local businesses For example, adopt the Community Engagement Modules to enable businesses to advertise available jobs.

Rationale

Provinding services that are useful to local communities will encourage more citizens to use and value the local authority site.

Priority

3. Recommended

Validation method

• Interface inspection

Related principle

• Provide services and information that citizens want and need.

Sources

• Local Authority Websites (LAWs) national project

Usable

PRINCIPLE

Allow citizens to customise

The interface should be tailorable to an individual citizen's needs and desires. No two citizens are exactly alike. Citizens have varying backgrounds, interests, motivations, levels of experience, and physical abilities. Customisation can help make an interface feel comfortable and familiar.

Personalising a computer interface can also lead to higher productivity and user satisfaction. For example, allow citizens to change their own home page to give priority to elements that they use most frequently.

GUIDELINE

Store each citizen's personal information

Rationale

Citizens will not continue to use a site that makes them supply the same information more than twice. Allow citizens to choose how much of their personal information is stored.

Priority

3. Recommended

Validation method

• Expert review
• User test

Related principle

• Allow citizens to customise.

Sources

• Design principles

GUIDELINE

Allow citizens to tailor services to their needs For example, if citizens log on, allow them to remove rarely used functions from their view of the site.

Rationale

If citizens are presented with few choices, they will be able to find areas they need more quickly.

Priority

3. Recommended

Validation method

• Expert review
• User