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 test

Related principle

• Allow citizens to customise.

Sources

• Design principles

PRINCIPLE

Build on the citizen's prior knowledge

Allow citizens to build on prior knowledge, especially knowledge they have gained from experience in the real world. A small amount of knowledge, used consistently throughout an interface, can empower the user to accomplish a large number of tasks.

Concepts and techniques can be learned once and then applied in a variety of situations. Citizens should not have to learn new things to perform familiar tasks. The use of concepts and techniques that users already understand from their real world experiences allows them to get started quickly and make progress immediately.

Be consistent with the way that similar concepts are presented. A consistent user interface ensures that users can carry out their tasks easily and effectively, and rapidly learn the user interface.

GUIDELINE

Use a single domain name with a suffix of .gov.uk

Rationale

Citizens will expect a government site to have a name that fits into the Internet naming structure. If other domain names are used, citizens will question the validity of the site.

Web users will often try to guess the name of a Web site. Names that fit the overall naming structure are easier to guess.

It is not helpful to citizens if authorities generate a number of sites, all with different names, each one relating to a different initiative or department. Citizens will have less trust in an authority Web site that uses different domain names. The more names an authority invents for its Web sites, the less confident citizens will be that they are genuinely obtaining information from a local government organisation.

Priority

3. Recommended

Validation method

• Expert review

Related principle

• Build on the citizen's prior knowledge.

Sources

• Top 10 Guidelines for UK local government websites

GUIDELINE

Use terms that are familiar to citizens

Rationale

Citizens may not understand the jargon of local government. Do not attempt to teach citizens new terms; use terms they already understand.

Priority

2. Strongly recommended

Validation method

• Research (interview etc)
• User test

Related principle

• Build on the citizen's prior knowledge.

Sources

• Design principles

GUIDELINE

Organise information in a way that citizens understand rather than using the structure of the local authority

Rationale

Citizens will not be familiar with the internal structure of the local authority. If information is organised to follow the internal structure of the local authority, citizens will not be able to find what they need. A citizen seeking to find out how to dispose of asbestos is unlikely to look for disposal facilities under departmental headings. Organise information under headings that citizens understand. For example, use headings such as 'rubbish' or 'waste.'

Priority

2. Strongly recommended

Validation method

• Research (interview etc)
• User test

Related principle

• Build on the citizen's prior knowledge.

Sources

• Design principles

GUIDELINE

On forms, use fields of the appropriate type for each action, routing or setting For example, on forms use 'textareas' for long text values and 'inputs' for short text values.

Rationale

Citizens will recognise the fields on the form and be able to interact with them with the minimum of instruction. For example, when textareas are used, citizens will understand that they are able to enter more than one or two words. Use links for access to information, and buttons for actions. Before citizens select a choice, they will know whether they are merely moving to another place or sending information.

Figures

Priority

2. Strongly recommended

Validation method

• Expert review
• User test

Related principle

• Build on the citizen's prior knowledge.

Sources

• IBM Common User Access Guidelines

GUIDELINE

Display e-mail addresses using the standard e-mail format and include the correct HTML tag For example, use <A href="mailto:Enquiries@camden.gov.uk">Enquiries@camden.gov.uk</A>

Rationale

New Web users who many not realise that the name represents an e-mail address.

Priority

3. Recommended

Validation method

• Code inspection
• Expert review

Related principle

• Build on the citizen's prior knowledge.

Sources

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

PRINCIPLE

Create a feeling of progress and achievement

Allow citizens to make uninterrupted progress and enjoy a sense of accomplishment. Reflect the results of actions immediately; any delay will intrude on the citizen's tasks and erode confidence in the system. Immediate feedback allows citizens to assess whether the results were what they expected and to take alternative action immediately.

Avoid situations where citizens may be working with information that is not up-to-date. Update or refresh information as soon as possible so that citizens are not making any incorrect decisions or assumptions. If the results of a refresh cannot be displayed immediately, inform the citizen.

GUIDELINE

Thank citizens for adopting your site For example, add positive messages at the end of a transaction, and in any transaction-related e-mail.

Rationale

Users who adopt new ideas typically seek reassurance and recognition to confirm that they have made an appropriate decision. Citizens will seek reassurance that they have made the right decision to adopt your site.

Priority

3. Recommended

Validation method

• Expert review
• User test

Related principle

• Create a feeling of progress and achievement.

Sources

• Diffusion of Innovations

GUIDELINE

Send citizens e-mail receipts for financial transactions

Rationale

Citizens may need to refer to receipts at a later date. Provide citizens with information that they can store.

Priority

3. Recommended

Validation method

• Expert review
• User test

Related principle

• Create a feeling of progress and achievement.

Sources

• Usability of Confirmation Email and Transactional Messages

GUIDELINE

Provide notification when a citizen has completed a transaction For example, when citizens have completed an online business transaction, send them a confirmation e-mail.

Rationale

Confirmation e-mails strengthen customer service and give users confidence that the loop has been closed in business transactions.

Priority

3. Recommended

Validation method

• Expert review
• User test

Related principle

• Create a feeling of progress and achievement.

Sources

• Usability of Confirmation Email and Transactional Messages

GUIDELINE

Help citizens recognise that their actions have taken them nearer to their goal For example, at each step in a process show how intermediate results relate to the citizen's final goal.

Rationale

Citizens are more likely to use your site when their actions produce results and benefits that are visible and immediate.

Priority

3. Recommended

Validation method

• Expert review
• User test

Related principle

• Create a feeling of progress and achievement.

Sources

• Diffusion of Innovations

GUIDELINE

Confirm task completion or failure in terms of the citizen's goals rather than in changes to the system state For example, if a citizen applies for a library ticket online, display a completion message that reads, "Ticket request received by the library department." Do not display a message that reads, "Transmission record sent.

Rationale

Users typically seek confirmation that they have successfully achieved their goals. This is especially important when those goals have legal and financial aspects. If confirmation messages use unfamiliar terms, citizens may not understand what they have achieved.

Priority

2. Strongly recommended

Validation method

• Expert review
• User test

Related principle

• Create a feeling of progress and achievement.

Sources

• Design principles

GUIDELINE

Phrase error messages politely For example, if a citizen fails to complete all the mandatory fields in a form, do not display an message that blames them for the error.

Rationale

Citizens may be offended by error messages that are unnecessarily accusatory.

Priority

3. Recommended

Validation method

• Expert review
• User test

Related principle

• Create a feeling of progress and achievement.

Sources

• E commerce User Experience

PRINCIPLE

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

Allow citizens to choose the method of interaction that is most appropriate to their situation. Interfaces that are flexible in this way are able to accommodate a wide range of user skills, physical abilities, interactions, and usage environments.

Each interaction device is optimized for certain uses or users and may be more convenient in one situation than another. For example, a microphone used with voice-recognition software can be helpful for fast entry of text or in a hands-free environment. Pen input is helpful for people who sketch, and mouse input works well for precisely indicating a selection. Alternative output formats, such as computer-generated voice output for foreign language instruction, are useful for some purposes. No single method is best for every situation.

Citizens may not be able to make full use of colour, either because they are colour blind or because their browser cannot support colour in the way that was intended. Citizens may wish to print information from the screen with a black and white printer. Always use additional cues to make colour coding redundant.

Citizens are most likely to adopt innovations that they find compatible with their existing tools. For local authority sites, examples include the device by which they access the Internet (Personal Computers, Interactive TV, console, public access terminal), the speed and cost of their Internet connection, and the software level of their browser and associated plug-ins. Citizens may be discouraged by what they see as poor performance or by the need to change their computer to enable certain features.

GUIDELINE

Use HTML and other types of code in the way that they were intended For example, do not use heading markup <H1> as a way to make text bold.

Rationale

Citizens may adjust the way that their browser shows certain information. Incorrect use of HTML will cause problems for those that adopt this method. For example, if headings are encoded by making text bold instead of using an <h1> or <h2> tag, screen readers will not recognise the text as a heading. This could confuse users who choose to use headings to navigate through a page.

Priority

2. Strongly recommended

Validation method

• Code inspection
• Expert review

Related principle

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

Sources

• Web Content Accessibility Guidelines

GUIDELINE

Provide more than one cue to the coding of information For example, use font style and colour to mark significant words.

Rationale

Some citizens may not be able to see coding that relies on a single indicator. For example, citizens who cannot see a colour difference will be unable to see coding that relies on colour alone. Citizens who print a page on a monochrome printer will also be unable to see coding that relies solely on colour.

Priority

2. Strongly recommended

Validation method

• Expert review
• User test

Related principle

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

Sources

• Web Content Accessibility Guidelines

GUIDELINE

Where advanced technologies such as QuickTime VR ,video, or streamed audio are used, offer citizens alternatives For example, use text alternatives or captioning.

Rationale

Slow networks may make some advanced technologies unusable. Many citizens may want access to the information that is being provided, but not it in a form that uses heavy graphics or animations. Citizens with vision or hearing impairments may not be able to use this content.

Priority

2. Strongly recommended

Validation method

• Expert review

Related principle

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

Sources

• Quality Framework for UK government website design

GUIDELINE

Ensure that the default text size used is legible

Rationale

Older users may experience problems reading very small text.

Priority

3. Recommended

Validation method

• Expert review
• Research (interview etc)
• User test

Related principle

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

Sources

• Universal Principles of Design

GUIDELINE

Design pages to work with any font size or screen resolution

Rationale

In order to read content, citizens with vision impairment may wish to enlarge fonts and other graphics on the screen. Some citizens may use screens that have an unusual resolution or shape. For example, citizens may use a high or low screen resolution, or a portrait format. Ensure your site adapts to the citizen's screen space.

Priority

2. Strongly recommended

Validation method

• Expert review

Related principle

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

Sources

• IBM Web Accessibility Checklist

GUIDELINE

Avoid designs that rely on specific browser plug-ins For example, to enable citizens to find out about public transport, do not rely on a timetable viewer plug-in.

Rationale

Many citizens will be reluctant or unable to download and install specific browser plug-ins. Features that rely on a plug-in are likely to be under-used.

Priority

2. Strongly recommended

Validation method

• Expert review

Related principle

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

Sources

• Diffusion of Innovations

GUIDELINE

Design pages to be independent of specific browsers and different browser versions For example, avoid using HTML and JavaScript features that are only supported by specific versions of Microsoft Internet Explorer or Netscape Navigator.

Rationale

Many users remain committed to a preferred browser and many do not regularly upgrade their browser software. Few will switch to a different browser or upgrade their software in order to use a single site, unless compelling benefits are provided.

Priority

2. Strongly recommended

Validation method

• Code inspection

Related principle

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

Sources

• Designing Web Usability

GUIDELINE

Create pages that do not depend on a specific window size or screen resolution

Rationale

Some citizens will access the Internet using older equipment with low-resolution screens. Others will use channels such as interactive television or Internet-equipped games consoles.

Priority

3. Recommended

Validation method

• Expert review

Related principle

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

Sources

• Diffusion of Innovations

GUIDELINE

Minimise page download size For example, avoid intensive and unnecessay use of branding graphics and animations.

Rationale

Large page downloads can lead to a perception of poor performance, especially for users with limited bandwidth connections.

Priority

2. Strongly recommended

Validation method

• Code inspection
• Expert review
• User test

Related principle

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

Sources

• Diffusion of Innovations

GUIDELINE

Ensure content is compatible with assistive technologies For example, ensure that images are appropriately tagged to enable a screen reader to describe their contents.

Rationale

Designing to support assistive technologies ensures that people, with disabilities can successfully use local authority sites. Additionally, this guideline supports compliance with the Disabilities Discrimination Act. Important and frequent tasks can be completed successfully using tools such as screen readers, magnifiers, or voice recognition software.

Priority

2. Strongly recommended

Validation method

• Code inspection
• Expert review
• User test

Related principle

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

Sources

• Disability Rights Commisison
• Web Content Accessibility Guidelines

GUIDELINE

On forms, group the fields that are parts of a concept and label them using 'fieldset' and 'legend' tags For example, group all the parts of an address in a fieldset with a legend of 'Address.'

Rationale

Citizens will understand the relationships of fields and be able to fill in forms more easily. Citizens who use assistive technologies will understand the structure of the form more easily.

Figures

Priority

2. Strongly recommended

Validation method

• Code inspection
• Expert review
• User test

Related principle

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

Sources

• Web Content Accessibility Guidelines

GUIDELINE

On forms, add 'label' tags to all fields

Rationale

'Label' tags make a specific association between the label and the field. Citizens who use screen readers and other assistive technologies will have a clearer understanding of the meaning of each field.

Impact

If 'label' tags are not used, citizens will have to imply the meaning of a field from the layout of the page.

Figures

Priority

2. Strongly recommended

Validation method

• Code inspection
• Expert review
• User test

Related principle

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

Sources

• IBM Web Accessibility Checklist

GUIDELINE

On forms, use 'textareas' only where essential

Rationale

Whilst in a 'textarea,' some citizens may press the Enter key to submit the form. Pressing the Enter key within a 'textarea' will take citizens to a new line; it will not submit the form.

Priority

2. Strongly recommended

Validation method

• Expert review
• User test

Related principle

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

Sources

• IBM Common User Access Guidelines

GUIDELINE

Communicate time constraints clearly, and allow citizens to request additional time to complete their tasks

Rationale

Citizens who use screen readers may be unaware that there are time limitations in place. Additionally, such users may take longer to complete tasks.

Priority

3. Recommended

Validation method

• Expert review
• User test

Related principle

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

Sources

• Web Content Accessibility Guidelines

GUIDELINE

Ensure potential distractions can be adjusted or removed by citizens

Rationale

Users find it hard to read text when distracted by animations that include blinking and flashing text and graphics, and flickering such as flashing banner ads or scrolling ticker tape. Some citizens may also react adversely to these distractions. For example, flashing elements can induce seizures in people with conditions such as epilepsy.

Priority

2. Strongly recommended

Validation method

• Expert review
• User test

Related principle

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

Sources

• Web Content Accessibility Guidelines

GUIDELINE

Support 'accesskeys' for navigating forms For example, assign 'accesskey' N to an editable name field.

Rationale

Citizens who have difficulty using the mouse can quickly move to the fields they need using access keys. There are currently no recognised standards for assigning 'accesskeys' to form fields. Be aware that the prefix for 'accesskeys' varies in different browsers and across differing computing platforms.

Priority

3. Recommended

Validation method

• Expert review
• User test

Related principle

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

Sources

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

GUIDELINE

Support 'accesskeys' for important links For example, assign 'accesskey' 1 to the link which takes citizens to the home page.

Rationale

Accesskeys provide keyboard shortcuts for users who have difficulty using the mouse. Follow the recommended UK Government access key standards. Be aware that the prefix for access keys varies in different browsers and across differing computing platforms.

Figures

Recommended UK Government access keys.

S

Skip to main content;

1

Home page;

2

What's new;

3

Site map;

4

Search;

5

Frequently Asked Questions;

6

Help;

7

Complaints procedure;

8

Terms and Conditions;

9

Feedback form;

0

Access key details.

Priority

3. Recommended

Validation method

• Expert review

Related principle

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

Sources

• Guidelines for UK government websites Framework for senior managers

GUIDELINE

Create a logical tabbing order For example, use the 'tabindex' to specify a tabbing sequence that matches the order in which citizens read.

Rationale

Citizens who are unable to use a mouse will use the Tab key to navigate between different links, elements and controls on your site. A random, unorganised tabbing order will confuse citizens and lengthen the amount of time it takes them to complete a task. A typical reading order is from left to right and then from top to bottom.

Priority

2. Strongly recommended

Validation method

• Expert review
• User test

Related principle

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

Sources

• Web Content Accessibility Guidelines

GUIDELINE

Where Flash is used, ensure it is created using the latest version of Macromedia Flash MX2004

Rationale

Previous versions of Flash are not accessible to individuals who use assistive technology.

Priority

2. Strongly recommended

Validation method

• Code inspection

Related principle

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

Sources

• Accessibility and Macromedia Flash MX 2004 Design Guidelines
• Guidelines for UK Government Websites Illustrated Handbook for Web Management Teams

GUIDELINE

Where PDF files are used, ensure they are created as version 1.4 using the latest version of Adobe Acrobat

Rationale

Previous PDF versions are not accessible to individuals who use assistive technology.

Priority

2. Strongly recommended

Validation method

• Code inspection
• Expert review

Related principle

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

Sources

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

PRINCIPLE

Do not compromise usability for function

Keep the interface simple and straightforward. Users benefit from function that is easily accessible and usable. Basic functions should be immediately apparent, while advanced functions may be less obvious to new users. A poorly organised interface that is cluttered with many advanced functions distracts users from accomplishing their everyday tasks. A well-organised interface that supports the user's tasks fades into the background and allows users to work efficiently.

GUIDELINE

Use visual cues to highlight the citizen's position in the site For example, provide breadcrumbs to show where the current page resides within the site structure.

Rationale

Users need to know their current location so that they can learn and understand the structure of the site. Consistently highlighting the citizen's current location promotes adoption because it gives them the confidence to explore the site.

Priority

Validation method

• Expert review
• User test

Related principle

• Do not compromise usability for function.

Sources

• Designing Web Usability

GUIDELINE

Design each page so that the initial information gives cues to the full contents For example, provide a list of page contents at the top of the page.

Rationale

Citizens may not realise that a page has more information than they can see at first glance. Specifically, readers may not appreciate that important information is available "below the fold" and that scrolling is required.

Priority

3. Recommended

Validation method

• Expert review
• User test

Related principle

• Do not compromise usability for function.

Sources

• The Art & Science of Web Design

GUIDELINE

Minimise the use of distracting elements such as animations and scrolling text

Rationale

When moving objects are used, users find it hard to concentrate on reading text. Use alternative means to communicate information conveyed in moving objects.

Priority

2. Strongly recommended

Validation method

• Expert review

Related principle

• Do not compromise usability for function.

Sources

• Designing Web Usability

PRINCIPLE

Keep the citizen out of trouble

Citizens should be protected from making errors. The interface should provide visual cues, reminders, lists of choices, and other aids, either automatically or on request. Do not allow citizens to start actions that have no chance of success.

Humans are much better at recognition than recall. Citizens should never have to rely on their own memory for something the system already knows, such as previous settings, file names, and other interface details. If the information is in the system in any form, the system should provide it.

GUIDELINE

Validate all information entered by the citizen as soon as possible

Rationale

Citizens may have to assemble information from a variety of sources. For example, when filling out forms, they may have to refer to paper documents, or ask relatives specific questions. If information is not validated until later, the citizen may have lost track of the source.

Priority

2. Strongly recommended

Validation method

• Code inspection
• Expert review
• User test

Related principle

• Keep the citizen out of trouble.

Sources

• Windows User Experience Official Guidelines for User Interface Developers and Designers

GUIDELINE

On forms, use elements that have built in validation For example, use drop down lists to select values rather than text entry fields.

Rationale

When entering information, users can make small errors. For example, they may mistype a digit when entering their year of birth. Input errors could lead to problems later in a process. If data cannot be validated by the interface, consider asking citizens to validate the information. For example, ask citizens to enter critical data twice so that the two versions can be checked with each other.

Priority

2. Strongly recommended

Validation method

• Expert review

Related principle

• Keep the citizen out of trouble.

Sources

• IBM Common User Access Guidelines

GUIDELINE

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 For example, on the final page of a wizard, summarise all the choices that the citizen has selected.

Rationale

Citizens may not recall important information entered early in a long process. Citizens will be reassured if all information is summarised before they make a final decision to commit.

Priority

2. Strongly recommended

Validation method

• Expert review
• User test

Related principle

• Keep the citizen out of trouble.

Sources

• Web Design Guidelines

GUIDELINE

Format transaction e-mails so that the citizen recognises who the author is For example, in the ‘from line,’ use a short, unambiguous e-mail address that shows the name of your authority.

Rationale

Users are less likely to mistake a transactional e-mail for spam if they recognise the name of the sender. In case the subject line is truncated in the citizen’s inbox, use keywords at the start of the subject line.

Priority

3. Recommended

Validation method

• Expert review
• User test

Related principle

• Keep the citizen out of trouble.

Sources

• Usability of Confirmation Email and Transactional Messages

PRINCIPLE

Provide proactive assistance

Help the citizen perform a variety of tasks. The knowledge of the system and the ability to handle a task vary from one user to another. Enable the system to recognise the ability of an individual user, and offer assistance as appropriate.

Provide assistance in the form of on-page hints or associated help pages. Ensure the assistance information is simple, concise, and task-oriented so that the citizen is able to complete their task with relative ease and efficiency.

GUIDELINE

Design error pages and transactional failure notices so that they help citizens resolve their problems For example, state the nature of the error in plain, simple language, and provide a clear set of options for resolving the problem.

Rationale

When citizens cannot quickly reach their goal, they may abandon the attempt and then revert to previous methods of achieving their goal. Provide a quick resolution to problems so that citizens are encouraged to continue using the site and have less need to call on help lines.

Priority

3. Recommended

Validation method

• Expert review
• User test

Related principle

• Provide proactive assistance.

Sources

• Usability For The Web designing web sites that work
• Usability of Confirmation Email and Transactional Messages

GUIDELINE

Provide links to the home page and other important pages on every page within your site

Rationale

If citizens find a page on your site via a search engine, they will be able to find the right starting point for their interaction.

Priority

2. Strongly recommended

Validation method

• Expert review
• User test

Related principle

• Provide proactive assistance.

Sources

• Web Design Guidelines

GUIDELINE

Ensure help text is goal-oriented For example, write help text that addresses the citizen's tasks and goals, and provide step-by-step instructions.

Rationale

When users read help text they need to find concepts that match the way they think about their needs. Help citizens to find a starting point in the help by ensuring that they can recognise descriptions of their goals.

Priority

2. Strongly recommended

Validation method

• Expert review
• User test

Related principle

• Provide proactive assistance.

Sources

• Usability For The Web designing web sites that work

PRINCIPLE

Make actions predictable and reversible

A citizen's actions should cause the results that they expect. In order to meet those expectations, the designer must understand the citizen's tasks, goals, and mental model. Use terms and images that match the citizen's task experience, and that help them understand the objects, and their roles and relationships in accomplishing tasks. Users feel more comfortable with interfaces in which their actions do not cause irreversible consequences. Citizens should feel confident in exploring, knowing they can try an action, view the result, and undo the action if the result is unacceptable.

Avoid bundling actions together because the citizen may not anticipate the side effect. For example, if a citizen chooses to cancel a request to send a message, only cancel the send request. Do not bundle another action, such as deletion of the message, with the cancel request. Make actions independent and provide ways to allow citizens to combine them when they wish.

GUIDELINE

Clearly describe any steps in a process that cannot be reversed For example, describe actions that transfer money with terms such as 'make payment' rather than more neutral terms such as 'submit.'

Rationale

When steps are difficult to reverse, users need to be certain of the commitments they are making.

Priority

2. Strongly recommended

Validation method

• Expert review
• User test

Related principle

• Make actions predictable and reversible.

Sources

• IBM Common User Access Guidelines

GUIDELINE

Preserve information that the citizen has entered For example, if a citizen presses the Back button before submitting a form, always restore their original data when they press the Forward button.

Rationale

Users become frustrated if they are required to re-enter data.

Priority

2. Strongly recommended

Validation method

• Code inspection
• Expert review

Related principle

• Make actions predictable and reversible.

Sources

• E commerce User Experience

PRINCIPLE

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

Clutter distracts users from the task in hand.

Relative position and contrast in colour and size can be used to differentiate items. Understand the importance of the citizen's tasks and the concepts they use. Establish the hierarchy of these tasks or concepts visually. An important element can be given extra visual prominence.

Do not eliminate extra space in a page just to reduce page size. Use white space to provide visual 'breathing room' and to convey structure and meaning.

GUIDELINE

Do not place too much information on the page

Rationale

'White space' between page elements allows the human eye to identify separate items on the page. Use empty space to ensure that the eye is able to focus on the important page elements.

Priority

3. Recommended

Validation method

• Expert review
• User test

Related principle

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

Sources

• Designing Visual Interfaces

GUIDELINE

Use all available space to distribute information evenly on the page

Rationale

Users look for a visual structure in the information they are processing. A clear structure allows this to be done efficiently. A page layout that contains evenly distributed elements will appear visually harmonious to a user and will also promote a clear structure.

Priority

3. Recommended

Validation method

• Expert review

Related principle

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

Sources

• Designing Visual Interfaces

GUIDELINE

Use properties such as size, position and colour to show the relative importance of information on the page

Rationale

When users process visual information on a Web page, they scan read and their eyes are drawn to the most visually prominent information. Presenting a clear visual structure that supports this process will ensure that the most important pieces of information are viewed first.

Priority

2. Strongly recommended

Validation method

• Expert review
• User test

Related principle

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

Sources

• Designing Visual Interfaces
• Information Visualization perception for design

GUIDELINE

Use a style of font with visual characteristics that are appropriate to the type of information being displayed

Rationale

Fonts are designed for specific purposes, and their characteristics are manipulated to reflect this. For example, highly decorative, ornate fonts work well at a large physical size and would therefore not be appropriate for displaying large amounts of data.

Priority

3. Recommended

Validation method

• Expert review
• User test

Related principle

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

Sources

• Stop Stealing Sheep and Find Out How Type Works

GUIDELINE

Choose a text foreground colour that is at least 30 percent lighter or darker than the background colour

Rationale

The legibility of text is determined by the contrast between the background and foreground colours. Using a contrast of at least 30 percent should provide legible text for most citizens.

Priority

2. Strongly recommended

Validation method

• Expert review

Related principle

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

Sources

• Type and Typography

GUIDELINE

Use appealing colours

Rationale

Users find aesthetically pleasing designs easier to use than less pleasing designs. Good design, with colours working in harmony, encourages users to return. Provide visual harmony by using complimentary colours in the colour wheel. For example, blue and orange work well together as they are complimentary colours.

Priority

3. Recommended

Validation method

• Expert review
• Research (interview etc)
• User test

Related principle

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

Sources

• Universal Principles of Design

GUIDELINE

Use common colour conventions For example, when citizens have successfully completed a transaction, do not use red text in confirmation messages.

Rationale

Citizens may make an assumption based on colour before they read the text. Green is commonly associated with success. Orange and red are associated with warnings.

Priority

3. Recommended

Validation method

• Expert review
• User test

Related principle

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

Sources

• Information Visualization perception for design

GUIDELINE

Use a small set of colours to reduce the amount of visual information citizens need to process

Rationale

At a glance, the human eye can only process about 5 colours. Use a limited number of colours to ensure citizens are not distracted and can focus on important information.

Priority

2. Strongly recommended

Validation method

• Expert review

Related principle

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

Sources

• Universal Principles of Design

GUIDELINE

Use strong colour sparingly

Rationale

Citizens may be fatigued by viewing intense colours. Use only one or two saturated colours.

Priority

3. Recommended

Validation method

• Expert review

Related principle

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

Sources

• Universal Principles of Design

GUIDELINE

Where there is a need to attract the citizen's attention, use strong colours

Rationale

High colour saturation levels are visually stimulating and attract the user's attention. Use highly saturated colours sparingly to ensure the citizen's eye is drawn to them. Use pale colours with low saturation levels in areas that are not intended to be the main focal points of the page.

Priority

3. Recommended

Validation method

• Expert review
• User test

Related principle

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

Sources

• Universal Principles of Design

GUIDELINE

Use images to illustrate key concepts that citizens may find difficult to understand when expressed in words alone For example, use both text and a picture to display a process flow chart.

Rationale

Some users absorb information better through pictures, whereas others absorb it better through text. Using both pictures and text together helps communicate information to a broader audience.

Priority

3. Recommended

Validation method

• Expert review

Related principle

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

Sources

• Designing Visual Interfaces

GUIDELINE

Use images of body parts and cultural symbols only when they are essential; do not use metaphors based on these symbols

Rationale

The meaning of an image may be interpreted differently by certain cultures. For example, in certain cultures, a handprint on a wall has associations with identity, whilst in other cultures it has associations with death.

Priority

3. Recommended

Validation method

• Expert review

Related principle

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

Sources

• Designing Visual Interfaces

GUIDELINE

Use branding elements to support information rather than to dominate it

Rationale

When users process visual information on a Web page, they scan read and their eyes are drawn to the most visually prominent information. Visually prominent branding will distract citizens from the information they are looking for.

Priority

2. Strongly recommended

Validation method

• Expert review
• User test

Related principle

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

Sources

• Information Visualization perception for design

PRINCIPLE

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

Reading from computer screens is tiring on the eye. Additionally, a key goal of Web users is to find a piece of information as quickly as possible. Users therefore scan read online content looking for the key words and sentences, rather than reading everything word for word.

Make content short, concise, relevant and to the point. Use methods that make it easy for citizens to read content quickly and absorb information effectively.

GUIDELINE

Avoid using slang and idioms unless you explain their meaning

Rationale

Users from different cultures may have difficulty understanding slang and idioms.

Priority

2. Strongly recommended

Validation method

• Expert review
• User test

Related principle

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

Sources

• Usability For The Web designing web sites that work

GUIDELINE

Use unambiguous page titles For example, ensure that citizens can understand page titles when they see them out of context.

Rationale

Page titles appear in search listings, bookmarkds and other reference to the page. Ambiguous headings will be overlooked by some citizens and the contents that lies beneath them will not be read. Citizens should be able to tell what the rest of the page will offer them from quickly glancing at the headline.

Avoid using puns or metaphors in page titles and headings.

Priority

2. Strongly recommended

Validation method

• Expert review
• User test

Related principle

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

Sources

• Microcontent How to Write Headlines, Page Titles, and Subject Lines

GUIDELINE

Write using the inverted pyramid style For example, start with each page with a summary of the content and then follow with background and detailed information.

Rationale

Users who scan can find the key points quickly, and choose to continue reading if they need to.

Priority

2. Strongly recommended

Validation method

• Expert review
• User test

Related principle

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

Sources

• Concise, SCANNABLE, and Objective: How to Write for the Web

GUIDELINE

Do not use leading articles such as 'A,' 'An,' and 'The' in e-mail subjects and page titles

Rationale

Users find shorter content easy to scan read. When search listings are arranged in alphabetical order, citizens will find it harder to scan read for the page titles that are clustered by the article at the front of the text.

Priority

3. Recommended

Validation method

• Expert review

Related principle

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

Sources

• Designing Web Usability

GUIDELINE

Where hyperlinks are used, ensure that meaningful words are linked For example, in "Click here to view our services" the link should be placed on "view our services" not on "click here.

Rationale

Meaningful links help users to scan read content. If citizens are presented with a page that contains multiple links labelled "Click here," they will not be able to scan the page to find out where they should click.

Priority

3. Recommended

Validation method

• Expert review
• User test

Related principle

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

Sources

• Usability For The Web designing web sites that work

GUIDELINE

Write using first and second-person sentences rather than third person sentences For example, use "We provide you with up to date information" rather than "Manchester City Council provides citizens with up to date information.

Rationale

Third person sentences sound unfriendly and place a distance between the authority and its citizens.

Priority

3. Recommended

Validation method

• Expert review

Related principle

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

Sources

• Usability For The Web designing web sites that work

GUIDELINE

Write using the active voice rather than the passive For example, use "We offer the following services," rather than, "The following services are offered.

Rationale

Active sentences are more direct and easier to understand than passive sentences. Active sentences are also more personal and help to engage the user.

Priority

3. Recommended

Validation method

• Expert review

Related principle

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

Sources

• Usability For The Web designing web sites that work

GUIDELINE

Use plain and simple English, and avoid using marketing rhetoric

Rationale

Users prefer to read facts rather than promotional language which takes longer to read. Use simple, straight forward language to ensure that content is understood by an audience with diverse levels of literacy.

Priority

2. Strongly recommended

Validation method

• Expert review
• User test

Related principle

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

Sources

• Concise, SCANNABLE, and Objective: How to Write for the Web
• The plain English guide to designing clear websites

GUIDELINE

Write consistently For example, use consistent punctuation, spelling, capitalisation and grammar.

Rationale

An inconsistent writing style and lack of attention to detail can confuse the user, demonstrate poor craftsmanship, and undermine the professionalism of the site. With multiple authors contributing to content, it is important that a consistent writing style is used by all.

Refer to a single authoritative style guide for standards on Web writing, or develop an internal style guide to maintain consistency.

Priority

2. Strongly recommended

Validation method

• Expert review
• User test

Related principle

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

Sources

• Chicago Manual of Style

GUIDELINE

Write short sentences

Rationale

Effective Web writing involves communicating information to the user as quickly and as efficiently as possible. Use short sentences with a simple structure.

Priority

Validation method

• Expert review
• User test

Related principle

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

Sources

• The plain English guide to designing clear websites
• The Web Content Style Guide

GUIDELINE

Write short paragraphs with one idea in each

Rationale

Web users do not read online text word for word; they scan read the first few words in each paragraph. Use one idea per paragraph to ensure important information is not overlooked by citizens.

Priority

2. Strongly recommended

Validation method

• Expert review
• User test

Related principle

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

Sources

• Concise, SCANNABLE, and Objective: How to Write for the Web
• The Web Content Style Guide

GUIDELINE

Write succinctly For example, write half the number of words that you would do for conventional writing.

Rationale

Verbose writing often impairs the usability of a site by hiding valuable content within unnecessary text.

Priority

2. Strongly recommended

Validation method

• Expert review
• User test

Related principle

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

Sources

• Be Succinct! (Writing for the Web)

GUIDELINE

Where information can be summarised, use bulleted lists For example, use bullets when describing the benefits of a service.

Rationale

Bulleted lists help to break up the flow of text and therefore make content easier to scan.

Priority

3. Recommended

Validation method

• Expert review
• User test

Related principle

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

Sources

• How Users Read on the Web

GUIDELINE

Use highlighting and emphasis to make keywords stand out For example, use <em> or <strong> tags to highlight short phrases.

Rationale

The user's attention is drawn to keywords that are highlighted and emphasised.

Priority

3. Recommended

Validation method

• Expert review
• User test

Related principle

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

Sources

• Be Succinct! (Writing for the Web)
• Concise, SCANNABLE, and Objective: How to Write for the Web

GUIDELINE

Use sub-headings to break up the flow of text

Rationale

Useful sub-headings help users to scan read and find the information they are looking for.

Priority

3. Recommended

Validation method

• Expert review
• User test

Related principle

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

Sources

• Be Succinct! (Writing for the Web)

GUIDELINE

Ensure information sourced through external links is relevant

Rationale

Citizens will use your site to find information that enables them to carry out a task. Use links to provide additional information that helps citizens perform their tasks. Providing links to irrelevant external sources will not add value and will slow citizens down.

Priority

3. Recommended

Validation method

• User test

Related principle

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

Sources

• Designing Web Usability

Used

PRINCIPLE

Avoid displaying or collecting information that could be misused

The use of personal information is controlled by the Data Protection Act. All information must be handled in ways that comply with this act Failure to comply can result in legal consequences.

Many citizens are concerned that information might be revealed by government. There is also increasing concern that information is becoming more accessible on the Internet.

Special care must be taken with any information that relates to children. Do not publish information that allows strangers, or sometimes even relatives, to make contact with minors without prior reference to their parents or guardians.

GUIDELINE

When providing services for children or using information about children, ensure that permission has been obtained from their parent or guardian

Rationale

Children need to be protected from any attempts at unauthorised contact.

Priority

2. Strongly recommended

Validation method

• Expert review
• User test

Related principle

• Avoid displaying or collecting information that could be misused.

Sources

• Data Protection Act 1998
• Good practice models and guidance for the internet industry.

GUIDELINE

Only use images of children in suitable dress

Rationale

If children are shown without some clothing, it could lead to inappropriate use or cause offence.

Priority

2. Strongly recommended

Validation method

• Expert review
• User test

Related principle

• Avoid displaying or collecting information that could be misused.

Sources

• Guidelines for UK Government Websites Illustrated Handbook for Web Management Teams
• Setting Up Your Own Web Site

GUIDELINE

Do not display personal contact information about children such as e-mail addresses and phone numbers .

Rationale

Displaying too much personal information can increase the risk of inappropriate, unsolicited attention.

Priority

2. Strongly recommended

Validation method

• Expert review

Related principle

• Avoid displaying or collecting information that could be misused.

Sources

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

GUIDELINE

When using photographs of children, avoid associating names to photographs

Rationale

Using a photograph that is not associated with a child's name reduces the risk of that child receiving inappropriate, unsolicited attention. If a child is named, do not use a photograph.

Priority

2. Strongly recommended

Validation method

• Expert review

Related principle

• Avoid displaying or collecting information that could be misused.

Sources

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

PRINCIPLE

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

Non compliance with rules and regulations can lead to legal consequences. Codes of practice provide a consistent framework for users of other, similar sites. For example, they allow users who move from one area to another to adopt local services more quickly.

GUIDELINE

When Acts, Regulations, and guidance about them are updated, review your Web site to ensure it is still compliant

Impact

Possible prosecution under the Acts and Regulations.

Priority

1. Legal requirement

Validation method

• Expert review

Related principle

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

Sources

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

GUIDELINE

Ensure your Web site provides regulated information in accordance with the appropriate Acts and Regulations

Rationale

The provision of some classes of information is governed by Acts and Regulations. These include the Data Protection Act 1998, the Privacy and Electronic Communications Regulations 2003, and the Environmental Information Regulations 1992.

Impact

Your site will not comply with current UK legislation.

Priority

1. Legal requirement

Validation method

• Expert review

Related principle

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

Sources

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

GUIDELINE

Provide responses to e-mails within 20 days and in the citizen's preferred format

Rationale

When responses are delayed users perceive the site or organisation as being unresponsive or even evasive. The Freedom of Information Act requires authorities to respond to a citizen's enquiry within 20 days, and in their preferred format. Automatic responses that acknowledge an enquiry are not sufficient.

Citizens who are carrying out financial transactions will expect a response within 2 days at the most.

Impact

Your site will not comply with current UK legislation.

Priority

1. Legal requirement

Validation method

• Process inspection

Related principle

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

Sources

• Freedom of Information Act 2000
• Guidelines for UK Government Websites Illustrated Handbook for Web Management Teams

GUIDELINE

Do not include anything that could be defamatory Scrutinise anything that might injure a person's reputation before publication.

Impact

Your site will not comply with current UK legislation.

Priority

1. Legal requirement

Validation method

• Expert review

Related principle

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

Sources

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

GUIDELINE

Do not infringe the rights of a copyright owner For example, ensure you have the right to publish work on which a copyright exists.

Impact

Your site will not comply with current UK legislation.

Priority

1. Legal requirement

Validation method

• Expert review

Related principle

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

Sources

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

GUIDELINE

Follow the e-Government Metadata Framework (e-GMF)

Rationale

Citizens want simple access to information and services organised around their needs and not the needs of government organisations. Citizens should not need to know which government body does what; they need to know that their request for information or services is being dealt with and handled effectively.

e-GMF provides details on providing consistent metadata for government documents. This helps search engines identify correct matches with search criteria, improves the ease with which government information can be joined up, and improves the ease of archiving and removal of documents.

Priority

0. Mandatory UK government requirement

Validation method

• Code inspection

Related principle

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

Sources

• Guidelines for UK Government Websites Illustrated Handbook for Web Management Teams
• UK Gov Talk Schemas and Standards

GUIDELINE

Use the Local Government Category List (LGCL)

Rationale

The LGCL provides a common vocabulary and process for sharing information. Adopting the LGCL will reduce information retrieval and re-purposing costs.

Priority

2. Strongly recommended

Validation method

• Code inspection
• Expert review

Related principle

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

Sources

• LAWs Project – Information Standards & Architecture
• Local Authority Websites (LAWs) national project

GUIDELINE

For authorities in Wales, provide alternative representations in both Welsh and English

Rationale

The Welsh Language Act 1993 places a duty on the public sector to put Welsh and English on an equal basis when providing services to the public in Wales. Local authorities should apply the principles of their Welsh language schemes to their Web sites.

Impact

Your site will not comply with current UK legislation.

Priority

1. Legal requirement

Validation method

• Expert review
• User test

Related principle

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

Sources

• Guidelines for UK Government Websites Illustrated Handbook for Web Management Teams
• Welsh language board Website

GUIDELINE

Follow all Priority 1 recommendations of the W3C Web Access Initiative (WAI)

Rationale

UK government policy is that conformance with these guidelines is to level A. To conform at level A a Web site must follow the Priority 1 checkpoints as shown on the Checklist of Checkpoints for Web Content Accessibility Guidelines 1.0 (http://www.w3.org/TR/WCAG10/full-checklist.html) The level of confirmance is likely to be raised to level AA by pending European legislation.

Priority

0. Mandatory UK government requirement

Validation method

• Code inspection
• Expert review

Related principle

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

Sources

• Information Commissioner
• Top 10 Guidelines for UK local government websites

GUIDELINE

Implement metadata or other mechanisms needed to identify records that need to be preserved

Rationale

Preserving certain records is required by the Public Records Act. Local authority Web sites may contain materials that could influence the actions of a member of the public. If so, a preservation policy should be developed and followed.

Impact

Your site will not comply with current UK legislation.

Priority

1. Legal requirement

Validation method

• Expert review

Related principle

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

Sources

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

GUIDELINE

Display details of any charges for copies of government information

Rationale

The Freedom of Information Act requires that a local authority site should display a list of publications that are available under their publication scheme. It is not sufficient to state that “costs may be incurred." If a charge is to be levied for copies of publications in a scheme, the charge should be clearly displayed.

Impact

Your site will not comply with current UK legislation.

Priority

1. Legal requirement

Validation method

• Expert review

Related principle

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

Sources

• Freedom of Information Act 2000
• Information Commissioner

GUIDELINE

Comply with specific relevant acts These include the Disability Discrimination Act 1995, the Data Protection Act 1998, and the Freedom of Information Act

Rationale

Citizens expect that their rights are upheld when local authorities offer services and obtain, hold, use and disclose their personal information. Ensure that your Web site does so. The Freedom of Information Act 2000 is intended to promote a culture of openness and accountability amongst public authorities by providing people with rights of access to the information held by them. Local authority Web sites should support this aim.

Impact

Your site will not comply with current UK legislation.

Priority

Validation method

Related principle

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

Sources

• Data Protection Act 1998
• Disability Rights Commisison
• Freedom of Information Act 2000

GUIDELINE

Where a citizen's personal information is collected, incorporate a statement to inform the citizen how their data will be used

Rationale

You must incorporate such statements to comply with the Data Protection Act. In each case the statement should be as specific as possible.

Impact

Your site will not comply with current UK legislation.

Priority

1. Legal requirement

Validation method

• Expert review
• User test

Related principle

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

Sources

• Top 10 Guidelines for UK local government websites

GUIDELINE

Do not publish personal details without consent

Rationale

To comply with the Data Protection Act, consent must be sought from individuals if there is an intention to publish information about them. If an individual objects to publication of their personal information, the wishes of that individual must be respected.

Impact

Your site will not comply with current UK legislation.

Priority

1. Legal requirement

Validation method

• Expert review

Related principle

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

Sources

• Data Protection Act 1998
• Information Commissioner

GUIDELINE

Provide a clear and easy-to-find privacy policy For example, use P3P standards so privacy checking software can find and verify the statement.

Rationale

A privacy policy can increase the citizen's confidence that their personal information will remain private. Although a privacy policy may not be read by citizens, its presence will increase their trust in your Web site.

A privacy statement should describe not only what the local authority does with personal data but also what it does not do. It should also tell individuals something about their rights and how to exercise them. For example, individuals have a right to be told whether data that describes them is being processed and to have a copy of that data.

The privacy statement must include the physical address of the local authority unless this is clearly available elsewhere on the site.

Priority

2. Strongly recommended

Validation method

• Expert review
• User test

Related principle

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

Sources

• E commerce User Experience
• Platform for Privacy Preferences (P3P) Project

GUIDELINE

Use a secure transmission system to protect personal data collected from citizens

Rationale

The Data Protection Act requires transmission using a secure, encryption-based transmission system.

Web users are often concerned that other people may be able to access their personal information. For example, some users may not feel confident enough to input their credit card details online. Use secure connections to ensure that citizen's can see that their information is protected.

Impact

Your site will not comply with curent UK legislation.

Priority

1. Legal requirement

Validation method

• Code inspection
• Expert review
• User test

Related principle

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

Sources

• Data Protection Act 1998
• Information Commissioner

GUIDELINE

Where forms are used to collect a citizen's personal information say which body is collecting the information

Rationale

The Data Protection Act places a duty on the local authority to protect personal information. To pursue their rights, a citizen must know who the identity of the organisation that collects this information.

Impact

Your site will not comply with current UK legislation.

Priority

1. Legal requirement

Validation method

• Expert review
• User test

Related principle

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

Sources

• Data Protection Act 1998
• Information Commissioner

GUIDELINE

When using images of people, ensure the correct level of permission has been granted

Rationale

The Data Protection Act requires that data subjects understand how any personal information is used. Identifiable images should be protected, especially when they are related to other personal information. Images may be in the form of photographs, recorded video or video streams from webcams. When asking for permission, you must make it clear why you want to use their image and, if you know, who might want to look at it.

Impact

Your site will not comply with current UK legislation.

Priority

1. Legal requirement

Validation method

• Verification of permission

Related principle

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

Sources

• Data Protection Act 1998
• Top 10 Guidelines for UK local government websites

GUIDELINE

Inform citizens if their personal information could be disclosed to third parties

Rationale

Unless obvious from context, the local authority must give this information to citizens before they collect any personal data from them. For example, tell citizens of third parties used during the collection of secure payment transactions.

Impact

Your site will not comply with current UK legislation.

Priority

1. Legal requirement

Validation method

• Expert review
• User test

Related principle

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

Sources

• Data Protection Act 1998
• Information Commissioner

GUIDELINE

When collecting personal information from children, ensure that information about parents and others is not requested

Rationale

The Data Protection Act indicates that information should normally only be collected from the subject of that data and not from a third party.

Impact

Your site will not comply with current UK legislation.

Priority

1. Legal requirement

Validation method

• Expert review

Related principle

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

Sources

• Data Protection Act 1998
• Information Commissioner

GUIDELINE

Set the default for forms that permit usage of personal data to allow usage for essential purposes only For example, do not include citizens on mailing lists unless they specifically request it.

Rationale

The Privacy and Electronic Communications (EC Directive) Regulations 2003 require that an "Opt-in" policy is adopted. "Opt-in" mechanisms help build and maintain user trust.

Impact

Your site will not comply with the EC directive.

Priority

1. Legal requirement

Validation method

• Expert review

Related principle

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

Sources

• Data Protection Act 1998
• Freedom of Information Act 2000
• Information Commissioner
• Privacy and Electronic Communications Regulations 2003

GUIDELINE

When sending marketing information by e-mail, clearly state the name of the local authority

Rationale

This is required so that any e-mail promotion will comply with the Privacy and Electronic Communications (EC Directive) Regulations 2003.

Users often check the author of incoming e-mail in order to distinguish useful communications from "spam". A clearly identified and credible source ensures that mail from authorities is not inadvertantly discarded.

Impact

Your site will not comply with the EC directive.

Priority

1. Legal requirement

Validation method

• Expert review

Related principle

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

Sources

• Data Protection Act 1998
• Information Commissioner
• Privacy and Electronic Communications Regulations 2003

GUIDELINE

Allow citizens to complete any transaction without supplying marketing or promotion related information Clearly mark any fields that are being used for this purpose.

Rationale

The Data Protection Act requires that data subjects know how any information will be used.

Impact

Your site will not comply with current UK legislation.

Priority

1. Legal requirement

Validation method

• Expert review
• User test

Related principle

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

Sources

• Data Protection Act 1998
• Information Commissioner

PRINCIPLE

Create a site that citizens trust

It is important that users have confidence in a Web site, particularly if they are using it to conduct business. High quality content and accurate up to date material increases the credibility of a site and the organisation, and it encourages users to revisit.

Good craftsmanship in Web design demonstrates an attention to detail, and makes the site look polished and professional. It is therefore fundamental in increasing the user's confidence and trust in the professionalism of the Web site and organisation. An untidy, poorly written Web site filled with errors and inconsistencies will lead citizens to doubt the quality and reliability of services provided. Discretionary users will resort to alternative means of finding the information they require. Citizens may lose faith in the authority and refrain from using its services altogether.

Use a tone that is appropriate to your authority and the image it wants to project.

GUIDELINE

Add content rating metadata to the home page

Rationale

Internet rating allows citizens to filter out sites with certain types of content. The Internet Content Rating Association provides a service allowing you to obtain a rating label (metadata) that can be added to the home page which effectively provides a rating for the whole site.

Priority

3. Recommended

Validation method

• Code inspection

Related principle

• Create a site that citizens trust.

Sources

• Guidelines for UK Government Websites Illustrated Handbook for Web Management Teams
• Internet Content Rating Association

GUIDELINE

Advise citizens when cookies will be used and ensure the site does not rely on them

Rationale

Cookies are small files that are written to a user's machine. Many users worry that cookies are being used to find information that they do not wish to reveal. Within a privacy policy, help citizens understand your need for cookies by explaining their benefits and how you intend to use any information you gather.

Never use third party cookies as these are often associated with sites that try to gather marketing information.

Priority

2. Strongly recommended

Validation method

• Code inspection
• Expert review

Related principle

• Create a site that citizens trust.

Sources

• Top 10 Guidelines for UK local government websites

GUIDELINE

Write correctly For example, always use correct punctuation, spelling, capitalisation and grammar.

Rationale

Well written high quality text will gain the trust and respect of users and will therefore encourage usage. Pay attention to detail in order to show good craftsmanship. Refer to a single authoritative style guide for conventions on correct Web writing and use of the English language.

Priority

2. Strongly recommended

Validation method

• Expert review

Related principle

• Create a site that citizens trust.

Sources

• Chicago Manual of Style
• Usability for the Web

GUIDELINE

Use humour with caution Avoid using sarcasm and irony.

Rationale

Users who scan read may not realise that you are being humorous. Users may also fail to understand humour or misinterpret sarcasm and irony. They may find such language patronising.

Priority

2. Strongly recommended

Validation method

• Expert review
• User test

Related principle

• Create a site that citizens trust.

Sources

• Usability For The Web designing web sites that work

GUIDELINE

Use a tone that is appropriate for your audience and the message you are trying to convey For example, avoid overly formal writing.

Rationale

Users find it easier and faster to read content that is less formal. Use formal language only where it is needed such as in information that has legal significance. Make customer service e-mails polite, helpful, businesslike and friendly.

Priority

3. Recommended

Validation method

• Expert review
• User test

Related principle

• Create a site that citizens trust.

Sources

• Usability For The Web designing web sites that work

GUIDELINE

Ensure content is accurate and up to date

Rationale

A user's trust can be undermined if they visit a Web site that regularly displays out of date information. Users may doubt that the content is ever updated and may find cause to visit an alternative Web site. Ensure that out of date content is removed.

Priority

2. Strongly recommended

Validation method

• Expert review

Related principle

• Create a site that citizens trust.

Sources

• E commerce User Experience
• Usability For The Web designing web sites that work

GUIDELINE

Where there is doubt over the accuracy or source of any information, incorporate a content disclaimer

Rationale

Citizens may not understand that some information is supplied from sources that are not under your direct control.

Do not automatically adddisclaimers about content. Assess whether you need to incorporate a content disclaimer on a case by case basis.

If you decide to incorporate a disclaimer, use wording similar to the following: "The following information [information name] is provided for convenience as part of the service we offer at this website. However [Local authority name] cannot accept any liability for its accuracy or content. Visitors who rely on this information, do so at their own risk.

Priority

2. Strongly recommended

Validation method

• Expert review

Related principle

• Create a site that citizens trust.

Sources

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

GUIDELINE

Provide external links to reputable and independent sources

Rationale

Showing citizens that you have the confidence to link to reputable external sources can increase trust.

Priority

3. Recommended

Validation method

• Expert review

Related principle

• Create a site that citizens trust.

Sources

• E commerce User Experience

GUIDELINE

Adhere to conventions on government publicity and advertising

Rationale

A local authority Web site is a form of publicity and is therefore required to adhere to conventions on government publicity and advertising. Ensure that your site is objective and explanatory, relevant to the authority's responsibilities, and not party political.

Produce and distribute your site in an economical and relevant way so that costs can be justified as a proper expenditure of public funds.

Priority

2. Strongly recommended

Validation method

• Expert review

Related principle

• Create a site that citizens trust.

Sources

• Government and Information Communication Service Handbook
• Guidance on the work of the Government Information Service
• Guidelines for UK Government Websites Illustrated Handbook for Web Management Teams

GUIDELINE

If selecting advertising and sponsorship partners, choose brands that are trusted by citizens

Rationale

Users are less likely to trust and have confidence in a site that is associated with brands that they react negatively towards.

Avoid endorsing the advertisement of partners' products and services. If advertising is displayed, ensure that it does not detract from the local authority Web service being provided.

Priority

2. Strongly recommended

Validation method

• Research (interview etc)
• User test

Related principle

• Create a site that citizens trust.

Sources

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

PRINCIPLE

Design the site to encourage adoption

Lead citizens to expect the site to be the primary source for information and services. If the site does not provide timely and accurate information, trust will be broken, and usage will eventually diminish.

Before making a decision to adopt the Web for their interactions with an organisation, users need information. Potential adopters will typically follow a process of progressively acquiring information to reduce uncertainty and increase commitment. This process has six stages:

1. awareness of the site,
2. interest in potential benefits,
3. comparison to other ways of dealing with the organisation (such as post, telephone, or visits to premises),
4. tentative trial before commitment,
5. decision to adopt or reject, and
6. seeking post-adoption reassurance.

GUIDELINE

Do not provide an excessive number of links to a single external source

Rationale

Whilst providing links to external sources helps to build trust amongst users, pointing to one particular Web site in excess may be seen as an infringement of copyright.

Priority

3. Recommended

Validation method

• Expert review

Related principle

• Design the site to encourage adoption.

Sources

• Content Critical Gaining Competitive Advantage Through High Quality Web Content

GUIDELINE

Allow citizens to explore your site before they make a commitment For example, avoid premature requests for registration, disclosure of personal information, or agreement to terms and conditions.

Rationale

Users typically "trial" new ideas before fully committing themselves. In the case of local authority Web sites, citizens may wish to try out aspects that return information before adopting features that require a higher degree of commitment such as disclosure of personal information. For example, citizens might look for information about public transport before gaining the confidence to pay their council taxes.

Priority

3. Recommended

Validation method

• Expert review
• User test

Related principle

• Design the site to encourage adoption.

Sources

• Diffusion of Innovations

GUIDELINE

Use Web forms rather than PDF forms to capture citizen information

Rationale

Older PDF forms cannot be filled in electronically, even when downloaded. If PDF forms are used, citizens will have to return them to you by post. Where possible, your Web site should enable task completion through electronic means.

Priority

2. Strongly recommended

Validation method

• Expert review

Related principle

• Design the site to encourage adoption.

Sources

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

GUIDELINE

On the home page state the purpose, scope, and benefits of your site

Rationale

Once potential adopters have become aware of your site, they will look for information to assess how useful it is. Provide information that is easy to find, simple to understand and persuasive.

Priority

3. Recommended

Validation method

• Expert review
• User test

Related principle

• Design the site to encourage adoption.

Sources

• Diffusion of Innovations

GUIDELINE

Make citizens aware that your site is available For example, encourage other well-used local community, media, and government sites to reference your site, and consistently include the address of your site in print media distributed to citizens. Register your site with an apropriate set of search engines.

Rationale

Citizens need to be aware of your site before they can make an informed decision to use your services online.

Priority

2. Strongly recommended

Validation method

• Research (interview etc)

Related principle

• Design the site to encourage adoption.

Sources

• Diffusion of Innovations

Glossary

Sources

SOURCE

Accessibility and Macromedia Flash MX 2004: Design Guidelines

Description

Guidelines on designing accessible Macromedia Flash content.

Domain

Accessibility

Class

Standards

Sponsor

Macromedia, Inc.

Technology vendor

URL

http://www.macromedia.com/macromedia/accessibility/features/flash/

SOURCE

Acrobat Accessibility

Description

Information and resources to help you learn more about how the Adobe® Acrobat® 6.0 product family helps makes documents and forms more accessible to everyone.

Domain

Accessibility

Class

Guidelines

Sponsor

Adobe Systems Incorporated.

Technology vendor

URL

http://www.adobe.com/products/acrobat/access_info.html

SOURCE

Be Succinct! (Writing for the Web)

Description

Guidelines on writing for the Web.

Domain

Writing

Class

Guidelines

Author

Neilsen, J.

Sponsor

Nielsen Norman Group

Consultant

URL

http://www.useit.com/alertbox/9703b.html

Related sources

The Web Content Style Guide
McGovern, G., Norton, R., and O'Dowd, C.

SOURCE

Chicago Manual of Style

Description

An authoritative reference guide for authors, editors, proofreaders, indexers, copywriters, designers, and publishers in every field.

Domain

Writing

Class

Standards

Version

15

Sponsor

University of Chicago Press

URL

http://www.chicagomanualofstyle.org/about.html

ISBN

226104036

Related sources

The Times Style and Usage Guide
Austin, T.

Crystal Mark
http://www.plainenglish.co.uk/crystalmark.html

SOURCE

Concise, SCANNABLE, and Objective: How to Write for the Web

Description

How to make increase a Web site's usability by making it concise, scannable, and objective.

Domain

Writing

Class

Guidelines

Author

Morkes, J., and Nielsen, J.

URL

http://www.useit.com/papers/webwriting/writing.html

SOURCE

Content Critical: Gaining Competitive Advantage Through High-Quality Web Content

Description

A guide to creating high quality Web content

Domain

Writing

Class

Textbook

Author

McGovern, G., and Norton, R.

ISBN

027365604

SOURCE

Crystal Mark

Description

A guide to obtaining the Crystal Mark seal of approval for clear written communication.

Domain

Writing

Class

Guidelines

Sponsor

Plain English Campaign

Standards organisation

URL

http://www.plainenglish.co.uk/crystalmark.html

SOURCE

Data Protection Act 1998

Description

Guideline documents for the Data Protection Act

Domain

Government

Class

Legislation

Sponsor

Information Commissioner's Office

Government body

URL

http://www.informationcommissioner.gov.uk/eventual.aspx?id=438

SOURCE

Design principles

Description

A set of basic design principles for interface design.

Domain

Usability

Class

Guidelines

Sponsor

IBM Corporation

Technology vendor

URL

http://eou5.austin.ibm.com/easy/eou_int.nsf/Publish/6

SOURCE

Designing Visual Interfaces

Description

An overview of techniques that can be employed in order to enhance the visual aspects of user interfaces across various platforms.

Domain

Visual design

Class

Textbook

Author

Mullet, K., and Sano, D.

ISBN

0133033899

SOURCE

Designing Web Usability

Description

A comprehensive book covering everything from content and page design to designing for ease of navigation and users with disabilities.

Domain

Usability

Class

Textbook

Author

Neilsen, J.

Sponsor

Nielsen Norman Group

Consultant

ISBN

156205810

SOURCE

Diffusion of Innovations

Description

An influential account of how and why people choose to adopt new ideas and how to effectively communicate innovations to potential users.

Domain

Class

Version

4

Author

Rogers, E.M.

ISBN

0029266718

SOURCE

Disability Rights Commisison

Description

The Web site of the Disability Rights Commission (DRC) which is an independent body, established by Act of Parliament to eliminate discrimination against disabled people and promote equality of opportunity.

Domain

Accessibility

Class

Textbook

Sponsor

Disability Rights Commisison

Non-profit organisation

URL

http://www.drc-gb.org/

SOURCE

E-commerce User Experience 207 Guidelines for E-commerce Sites

Description

A Nielsen Norman report containing extensive guidelines for how to design e-commerce sites in order to make them more usable.

Domain

Business

Class

Guidelines

Sponsor

Nielsen Norman Group

Consultant

URL

http://www.nngroup.com/reports/ecommerce/

ISBN

970607202

Related sources

Usability For The Web: designing web sites that work
Brinck, T., Gergle, D., and Wood, S.D.

Content Critical: Gaining Competitive Advantage Through High-Quality Web Content
McGovern, G., and Norton, R.

SOURCE

Environmental Information Regulations 1992

Description

Guideline documents for the Environmental Information Regulations 1992.

Domain

Government

Class

Legislation

Sponsor

Information Commissioner's Office

Government body

URL

http://www.informationcommissioner.gov.uk/eventual.aspx?id=789

SOURCE

Freedom of Information Act 2000

Description

Guideline documents for the Freedom of Information Act.

Domain

Government

Class

Legislation

Sponsor

Information Commissioner's Office

Government body

URL

http://www.informationcommissioner.gov.uk/eventual.aspx?id=77

SOURCE

Good practice models and guidance for the internet industry.

Description

This document sets out a series of models of good practice for the provision of different kinds of internet services by a range of companies and organisations who are active in the online world. It is intended primarily as a guide to commercial or other organisations, or individuals, who are already providing online services or are considering doing so in the future. As a public document, it will also be of interest to internet users.

Domain

Government

Class

Textbook

Author

Home Office task force on child protection on the internet

Sponsor

Home Office

Government body

URL

http://www.homeoffice.gov.uk/docs/ho_model.pdf

SOURCE

Government and Information Communication Service Handbook

Description

From organising a press conference to running a multi-million pounds advertising campaign the GICS Handbook is a comprehensive source of advice to PR practitioners everywhere.

Domain

Government

Class

Guidelines

Sponsor

Government Information and Communication Service

Government body

URL

http://www.gics.gov.uk/handbook/default.htm

SOURCE

Guidance on the work of the Government Information Service

Description

This note provides guidance on the work of the Government Information Service and other officials directly involved in similar tasks, including the presentation of Government policy and information through relations with the media, publicity and advertising. It is specifically intended for the use of Government Information Officers and others involved in Government information services.

Domain

Government

Class

Textbook

Sponsor

Cabinet Office

Government body

URL

http://www.cabinet-office.gov.uk/central/1999/workgis/

SOURCE

Guidelines for UK government websites : Framework for senior managers

Description

A set of guidlines for UK government sites.

Domain

Accessibility

Class

Guidelines

Sponsor

Office of the E-Envoy

Government body

URL

http://www.e-envoy.gov.uk/assetRoot/04/00/09/16/04000916.pdf

Related sources

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

SOURCE

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

Description

A comprehensive guide to managing a Government Web site

Domain

Government

Class

Textbook

Sponsor

Office of the e-Envoy Cabinet Office

Government body

URL

http://www.e-envoy.gov.uk/Resources/WebHandbookIndex1/fs/en

ISBN

0114301794

Related sources

Data Protection Act 1998, Environmental Information Regulations 1992, Freedom of Information Act 2000, Privacy and Electronic Communications Regulations 2003

SOURCE

How to write in plain English

Description

A guide to writing in plain English.

Domain

Writing

Class

Guidelines

Sponsor

Plain English Campaign

Standards organisation

URL

http://www.plainenglish.co.uk/plainenglishguide.html

SOURCE

How Users Read on the Web

Description

Tips on writing for the Web.

Domain

Writing

Class

Guidelines

Author

Nielsen, J.

URL

http://www.useit.com/alertbox/9710a.html

SOURCE

IBM Common User Access Guidelines

Description

A guide to designing desktop software.

Domain

Usability

Class

Standards

Sponsor

IBM Corporation

Technology vendor

ISBN

1565291700

SOURCE

IBM Web Accessibility Checklist

Description

A Web accessibility checklist for developers.

Domain

Accessibility

Class

Standards

Sponsor

IBM Corporation

Technology vendor

URL

http://www-306.ibm.com/able/guidelines/web/accessweb.html

Related sources

Beyond ALT Text: Making the Web Easy to Use for Users With Disabilities
Coyne, K.P., and Nielsen, J.

Designing for Accessibility
Bergman, E., and Johnson, E.
http://www.sun.com/access/developers/software.guides.html

IBM Java Accessibility Checklist
http://www-306.ibm.com/able/guidelines/java/accessjava.html

IBM software accessibility checklist
http://www-3.ibm.com/able/guidelines/software/accesssoftware.html

User Agent Accessibility Guidelines
World Wide Web Consortium
http://www.w3.org/TR/UAAG10/

SOURCE

Information Commissioner

Description

The Web site of the Information Commissioner who's Mission is:

"We shall develop respect for the private lives of individuals and encourage the openness and accountability of public authorities,

• by promoting good information handling practice and enforcing data protection and freedom of information legislation;
• by seeking to influence national and international thinking on privacy on information access issues."

The Information Commissioner is responsible for administration of the Data Protection Act.

Domain

Government

Class

Textbook

Sponsor

Information Commissioner

Government body

ISBN

http://www.informationcommissioner.gov.uk/

SOURCE

Information Visualization: perception for design

Description

An in-depth look at how humans process visual information.

Domain

Visual design

Class

Textbook

Author

Ware, C.

ISBN

1558605118

SOURCE

Internet Content Rating Association

Description

The Internet Content Rating Association is an international, independent organization that empowers the public, especially parents, to make informed decisions about electronic media by means of the open and objective labelling of content.

Domain

Class

URL

http://www.icra.org/about/

SOURCE

LAWs Project – Information Standards & Architecture

Description

The LAWs (Local Authority Websites) project is working with the ESD Toolkit to develop a National Local Authority Category List, which may be seen as a more detailed breakdown of certain areas of the Government Category List, available through GovTalk.

The National Local Authority Category List will be a refined version of the APLAWS Category List produced by the APLAWS Project. Each category will group several services (process areas) which are defined by the ESD Toolkit’s PID List.

This page provides access to the lists being considered. The page will be updated to reflect the outcome of workshops being run by the LAWs Project – Information Standards & Architecture Workstream.

Domain

Government

Class

Standards

Sponsor

Electronic Services Delivery (ESD) Toolkit

Government body

URL

http://www.esd-toolkit.org/laws

SOURCE

Local Authority Websites (LAWs) national project

Description

LAWs will help Local Authorities deliver higher quality and a wider range of services online at lower cost. Its deliverables will help ensure that all councils meet the target of 100% electronically delivered or supported services by 2005.

Domain

Government

Class

Textbook

Sponsor

Local Authority Websites National Project

Government body

URL

http://www.laws-project.org.uk/archives/000851.shtml

SOURCE

Microcontent: How to Write Headlines, Page Titles, and Subject Lines

Description

Guidelines on writing introductory material describing the scope of Web pages.

Domain

Writing

Class

Guidelines

Author

Neilsen, J.

Sponsor

Nielsen Norman Group

Consultant

URL

http://www.useit.com/alertbox/980906.html

Related sources

Designing Web Usability
Neilsen, J.

The Web Content Style Guide
McGovern, G., Norton, R., and O'Dowd, C.

Usability for the Web
Brinck, T., Gergle, D., and Wood, S.D.

SOURCE

Platform for Internet Content Selection (PICS)

Description

The PICS specification enables labels (metadata) to be associated with Internet content. It was originally designed to help parents and teachers control what children access on the Internet, but it also facilitates other uses for labels, including code signing and privacy. The PICS platform is one on which other rating services and filtering software have been built.

Domain

Classification

Class

Standards

Sponsor

World Wide Web Consortium

Standards organisation

URL

http://www.w3.org/PICS/

SOURCE

Platform for Privacy Preferences (P3P) Project

Description

The Platform for Privacy Preferences Project (P3P), developed by the World Wide Web Consortium, is emerging as an industry standard providing a simple, automated way for users to gain more control over the use of personal information on Web sites they visit.

Domain

Legal

Class

Standards

Sponsor

World Wide Web Consortium

Standards organisation

URL

http://www.w3.org/P3P/

SOURCE

Privacy and Electronic Communications Regulations 2003

Description

Guideline documents for the Privacy and Electronic Communications Regulations 2003

Domain

Government

Class

Legislation

Sponsor

Information Commissioner's Office

Government body

URL

http://www.informationcommissioner.gov.uk/eventual.aspx?id=96

SOURCE

Quality Framework for UK government website design

Description

This Framework pulls together advice from a wide range of web publishers, usability experts, web designers, government web managers and academics to clarify what relevant usability and design criteria should be used when planning a government website or judging how good it is.  This advice also draws on the current standards for human centred design.

Domain

Government

Class

Guidelines

Sponsor

Office of the e-Envoy

Government body

URL

http://www.e-envoy.gov.uk/Resources/WebGuidelines/fs/en

SOURCE

Section 508 of the 1998 Rehabilitation Act

Description

A law governing accessibility standards in the USA. Whilst this law is not directly relevant to the UK the requirements presented are considered to be good practice worldwide.

Domain

Accessibility

Class

Legislation

Sponsor

US Government

Government body

URL

http://www.section508.gov/index.cfm?FuseAction=Content&ID=3

SOURCE

Setting Up Your Own Web Site

Description

Guidelines from the National Grid for Learning on the safe use of web sites.

Domain

Accessibility

Class

Guidelines

Sponsor

DfES - National Grid for Learning

Government body

URL

http://safety.ngfl.gov.uk/schools/document.php3?D=d27

SOURCE

Stop Stealing Sheep and Find Out How Type Works

Description

A guide to typography

Domain

Visual design

Class

Textbook

Version

2

Author

Spiekermann, E., and Ginger, E.M.

ISBN

0201703394

SOURCE

The Art & Science of Web Design

Description

An overview of core web concepts

Domain

Visual design

Class

Textbook

Author

Veen, J.

ISBN

078972370

SOURCE

The plain English guide to designing clear websites

Description

A guide to designing clear Web sites

Domain

Writing

Class

Guidelines

Sponsor

Plain English Campaign

Standards organisation

URL

http://www.plainenglish.co.uk/webdesign.html

Related sources

Usability For The Web: designing web sites that work
Tom Brinck, Darren Gergle & Scott D. Wood

Crystal Mark
http://www.plainenglish.co.uk/crystalmark.html

SOURCE

The Web Content Style Guide

Description

A guide for online writers, editors and managers

Domain

Branding

Class

Textbook

Author

McGovern, G., Norton, R., and O'Dowd, C.

Sponsor

Gerry McGovern

Consultant

URL

http://www.gerrymcgovern.com/web_content_style_guide.htm

ISBN

0273656058

SOURCE

Top 10 Guidelines for UK local government websites

Description

Provides best practice guidance for local government web managers on how to design and maintain accessible websites. In particular, it outlines 10 key best practice guidelines for UK local government websites. These ten guidelines not only set the website in a broader context of policy, but provide practical guidance on the kinds of tasks that need to be planned and considered in website development and management.

Domain

Government

Class

Guidelines

Sponsor

Office of the e-Envoy

Government body

URL

http://www.e-envoy.gov.uk/assetRoot/04/00/59/61/04005961.pdf

Related sources

Quality Framework for UK government website design

SOURCE

Trust UK

Description

TrustUK is a non-profit organisation run by industry, with the full endorsement of the Government. The members are trade associations and organizations committed to ensuring the UK delivers the highest commercial standards of e-commerce.

TrustUK are working to provide a 'hallmark' to show that Web sites follow approptiate standards.

Domain

Business

Class

Guidelines

Sponsor

TrustUK

Non-profit organisation

URL

www.trustuk.org.uk

SOURCE

Type and Typography

Description

A guide to type and typography

Domain

Visual design

Class

Textbook

Author

Baines, P., and Haslam, A.

ISBN

1856692442

SOURCE

UK Gov Talk Schemas and Standards

Description

The technical standards that will act as the foundation of e-Government strategy.

These standards will allow information to flow seamlessly across the public sector and will provide citizens and business with better access to government services.

Domain

Government

Class

Standards

Sponsor

UK Gov Talk

Government body

URL

http://www.govtalk.gov.uk/interoperability/schemasstandards.asp

SOURCE

Universal Principles of Design

Description

100 Ways to Enhance Usability, Influence Perception, Increase Appeal, Make Better Design Decisions, and Teach Through Design

Domain

Usability

Class

Textbook

Author

Butler, J., Lidwell, W., and Holden, K.

Sponsor

Rockport Publishers

Consultant

ISBN

1592530079

SOURCE

Usability for the Web

Description

A book examining the entire spectrum of usability design issues, including architecture, navigation, graphical presentation, and page structure.

Domain

Usability

Class

Textbook

Author

Brinck, T., Gergle, D., and Wood, S.D.

Sponsor

Morgan Kaufmann

Consultant

ISBN

155860658

SOURCE

Usability For The Web: designing web sites that work

Description

A book that provides guidelines on writing style and how to write in order to communicate effectively.

Domain

Writing

Class

Textbook

Author

Brinck, T., Gergle, D., and Wood, S.D.

ISBN

1558606580

SOURCE

Usability of Confirmation Email and Transactional Messages

Description

73 Design Guidelines for Automated Messages from Websites to Customers

Domain

Usability

Class

Guidelines

Author

Nielson, J., and Farrell, S.

Sponsor

Nielsen Norman Group

Consultant

URL

http://www.nngroup.com/reports/confirmation/

SOURCE

Web Content Accessibility Guidelines

Description

A guide on how to make Web content accessible

Domain

Accessibility

Class

Guidelines

Version

1.0

Sponsor

W3C

Standards organisation

URL

http://www.w3.org/TR/WAI-WEBCONTENT/

Related sources

IBM Web Accessibility Checklist
http://www-306.ibm.com/able/guidelines/web/accessweb.html

Section 508 of the 1998 Rehabilitation Act
http://www.section508.gov/index.cfm?FuseAction=Content&ID=3

SOURCE

Web Design Guidelines

Description

A guide for creating easy-to-use Web sites

Domain

Business

Class

Guidelines

Sponsor

IBM

Technology vendor

URL

http://eou5.austin.ibm.com/easy/eou_int.nsf/Publish/572

SOURCE

Web Style Guide

Description

Basic design principles for creating Web sites

Domain

Accessibility

Class

Textbook

Version

2

Author

Lynch, P.J., and Horton, S.

Sponsor

Lynch and Horton

Academic

URL

http://www.webstyleguide.com/index.html?/contents.html

ISBN

0300088981

SOURCE

Welsh language board Website

Description

Useful background information about the Welsh language and about the Welsh Language Board and its work.

Domain

Legal

Class

Legislation

Sponsor

Welsh Language Board

Government body

URL

http://www.bwrdd-yr-iaith.org.uk/

SOURCE

Windows User Experience: Official Guidelines for User Interface Developers and Designers

Description

A guide to interface design, and visual and functional consistency within and across Windows-based applications.

Domain

Accessibility

Class

Standards

Sponsor

Microsoft

Technology vendor

URL

http://msdn.microsoft.com/library/en-us/dnwue/html/welcome.asp

ISBN

0735605661