Website content during a crisis

In a crisis it's even more important to provide accurate information people can act on. It means that everyone feels safe, informed and assured. 

We use seven principles for designing website content in a crisis. Like everything on arun.gov.uk, crisis information still needs to comply with regulations such as equality, accessibility and GDPR. 

1. Involve us at the start 

Please make sure you brief the Web and Communications teams before decisions are made about content. This is to make sure we can provide good quality information and consistent messages. 

This also ensures that work is prioritised and can be delivered quickly. 

2. Reflect current information 

Information on the website needs to reflect the current situation and how the service is being delivered now.  

We only publish information that is specific and that people can act on. Holding messages are not usually useful, social media and other tools are often better for rapidly changing situations. They reach people quicker. 

3. Keep it short 

Writing clearly and concisely means the information is more accessible. This is really important in a crisis and helps people understand it more easily. Most people read crisis information on their mobile. Information needs to be accessible for everyone, regardless of their circumstances.  

4. Use existing pages when possible 

Often it is better to change existing pages as it makes information easier to find. It's where people are used to looking and existing links will take them to the most up to date information.   

Any new pages will be specific about the crisis and the support available. They will link out to relevant existing pages for a service's current information. 

We always use evidence like analytics to decide where information goes. 

5. Use trusted sources 

Content that we are not responsible for or that someone else is doing better is not published on arun.gov.uk. 

This applies to existing information on arun.gov.uk as well as other websites such as GOV.UK and NHS. In a crisis, facts change quickly, especially in larger organisations. By copying, we risk sharing incorrect information as the details change.  

6. Timestamp pages specific to the crisis 

Advising when the content was changed gives people confidence. By timestamping information it can be cross referenced with the latest news and press releases. We also need to say how often the page will be updated to set the right expectations. 

7. Make it easy for people 

We need to make it easy for the most vulnerable. Make it clear what services are available and make it easy for someone to get help. This may mean hiding contact options where services aren't available or giving people the option to contact the council on social media.