Structure
Structure is as important as words and phrases.
Quickly and simply give users what they need. Put the most important information first.
Page length
A page should have:
- a clear audience
- a single purpose
A page should be:
- specific
- as short as it can be
- as long as it needs to be
Splitting long pages
Think about splitting a long page into 2 or more pages.
For example, if:
- the page has a large section on one topic, then changes subject
- users might need to skip a lot of content to find what they want
Merging short pages
Think about merging 2 pages if they are:
- very short
- about the same thing
- competing in search for the same terms
- not performing well in search for different terms
The Acas helpline
The website cannot explain everything.
Too much information can confuse users. Especially if it's not all relevant to them.
We should not try to explain:
- every possible issue
- unlikely issues that are low risk
- maths – unless it is extremely simple
Explain as much as necessary – not as much as possible.
Tell users to contact the Acas helpline for issues that are:
- complex
- rare or specific
- sensitive
Use the content pattern for the Acas helpline
Audiences
Decide if a page is for:
- employers
- employees
- both employers and employees
Single audience – employer or employee
Where possible, write to a single audience.
This will make the page:
- more specific
- easier to read
For example, on a single-audience page you could write 'check your contract'. This is easier to read than 'an employee should check their contract'.
However, do not create 2 guides with the same content, one for employers and one for employees. If employers and employees need to know the same thing, write to a joint audience.
Joint audience – employer and employee
Where necessary, write a page for a joint audience.
For example, you might write a joint-audience page when:
- defining legal terms
- employers and employees need to know the same thing
Avoid saying 'employer' and 'employee' too much. Users confuse these terms when scanning.
Where useful, mention both employers and employees in the introduction. This can help people understand the page is for them. For example, 'employers and employees should discuss problems early'.
Single-audience sections
Avoid writing single-audience sections on joint-audience pages.
Only do it if the section is:
- very short
- cannot be moved to a single-audience guide
- is followed by a section for the other audience
For example, you could have 2 sections:
- 'Making a request' – for employees
- 'Responding to a request' – for employers
Do not have just one of them alone. Users might wrongly assume the page is just for that audience.
Begin a single-audience section by introducing the audience. Use 'as an employer' or 'as an employee'.