 |
 |
 |
|
Make sentences and paragraphs as short as possible without affecting their meaning. Long, run-on sentences disrupt the flow of the website. Generally speaking, a sentence should not exceed twenty words and a paragraph should not exceed six sentences.
Use active voice rather than passive voice. Sentences written in the active voice are more concise and easier for visitors to understand.
Lists written in bulleted format where the bullet points form complete sentences should use capital letters at the beginning of the sentence and appropriate punctuation at the end.
Example:
Bulleted lists where the bullet points are words or phrases should use capital letters at the beginning of each bullet, no other capitals except for proper names, and no punctuation at the end.
Lists where bullet points are sentence fragments should use uppercase letters at the beginning of each point and should only include punctuation at the end of the entire list.
Example:
Case management services are provided by staff from County Departments of Social Services or Area Mental Health Agencies. Activities include:
When listing within a body of text, commas should appear after every item in the series, unless the word is followed by the word “and.”
Example:
Use plain language. Plain language is communication your audience can understand the first time they read or hear it. Written material is in plain language if your audience can:
There are many writing techniques that can help you achieve this goal. Among the most common are:
Examples:
Before
Investigators at the contractor will review the facts in your case and decide the most appropriate course of action. The first step taken with most Medicare health care providers is to reeducate them about Medicare regulations and policies. If the practice continues, the contractor may conduct special audits of the provider’s medical records. Often, the contractor recovers overpayments to health care providers this way. If there is sufficient evidence to show that the provider is consistently violating Medicare policies, the contractor will document the violations and ask the Office of the Inspector General to prosecute the case. This can lead to expulsion from the Medicare program, civil monetary penalties, and imprisonment.
After
We will take two steps to look at this matter: We will find out if it was an error or fraud.
We will let you know the result.
Before
Title I of the CARE Act creates a program of formula and supplemental competitive grants to help metropolitan areas with 2,000 or more reported AIDS cases meet emergency care needs of low-income HIV patients. Title II of the Ryan White Act provides formula grants to States and territories for operation of HIV service consortia in the localities most affected by the epidemic, provision of home and community -based care, continuation of insurance coverage for persons with HIV infection, and treatments that prolong life and prevent serious deterioration of health. Up to 10 percent of the funds for this program can be used to support Special Projects of National Significance.
After
Low income people living with HIV/AIDS gain, literally, years, through the advanced drug treatments and ongoing care supported by HRSA’s Ryan White Comprehensive AIDS Resources Emergency (CARE) Act.
Avoid the use of acronyms and abbreviations as much as possible. Also try to avoid the use of technical jargon, as many readers may not know what the jargon means. When it is absolutely necessary to use an acronym, an abbreviation, or technical jargon, make sure that you define the term for the reader.
All content written for the general public of North Carolina should be between a 7 and an 8 on the Flesch-Kincaid Grade Level Reading Scale. Content written for other specialized audiences such as health care providers may have a higher reading level. See Section 2.2.1 for information on checking reading levels.
Always write instructions in the affirmative. Tell visitors to do something, rather than telling them not to do something else.
Avoid the use of metaphors and other figurative language, as some site visitors might take what you say literally.
Site visitors expect web content to be less formal than print content. Try to use a tone that is informal while still maintaining professionalism. This means that content may use the first person when speaking of the department (we or us) and use the second person when referring to the reader, when it is appropriate and not awkward to do so.
Examples:
Not:
Organize all content into related pages and subsections. Use detailed headings to help visitors navigate.
Avoid the use of weak pronouns like “this,” “these” or “they,” as the reader might not be able to determine what you are referring to. Also avoid relative terms like “here” or “now.” Not every site visitor knows when and where you are writing the content.
To check the grade level of your content, open the document in Microsoft Word.
Word will now provide you with readability statistics every time you run a Spelling and Grammar check.
People come to a website with a specific task in mind. If our website doesn’t help them complete that task, they’ll leave.
Focus on critical tasks. A critical task is any action that:
Identify the mission—the purpose—of your website, to help you clarify the top task your website should help people accomplish.
No website should have “coming soon” or “under construction” pages. If the information does not exist yet, then do not create the page.
Avoid publishing redundant content. If the content you are about to publish is already available somewhere else in the website, simply supply a link to the page where it can be found. Having duplicate pages also increases the potential for outdated content, as one of the pages will most likely be updated regularly, while the other pages are left untouched.
Update content regularly. Date stamps should appear at the bottom of every page. Visitors will be less likely to visit your site if they think that nobody is taking the time to update it. Have a schedule of regular updates for all content. Keep a detailed inventory of all the pages that are added. You won’t be able to update a page if you forget that it exists.
Make each page independent of other pages. Unlike a book, magazine, or other print publications, websites do not move in a sequential order from beginning to end. A site visitor can enter a page on your site without having seen any of the other pages, so you should never publish content that assumes the visitor has read content on other pages.
Be as concise as possible. It takes a someone longer to read the same amount of content on a computer screen than it would on a printed page, and visitors may lose patience if you take too long to say what you want to say. Web documents should not be any longer than 1,000 words, as visitors will begin to lost patience with anything longer. A good rule is that if you can take out a word without changing the sentence’s meaning, then you should.
Unlike articles written for the print media, web articles should not use indirect introductions. Some common indirect introductions are:
The Anecdote: When a writer starts a piece off by telling a story that is not directly related to the subject of the piece. (“It was a hot summer day back in 2001 when Ramon Martinez arrived in America for the first time.”),
The Barrage of Information: When a writer starts a piece with a series of facts that may be unrelated to the subject of the piece. (“Naperville is a small city just outside Chicago, well known for its bustling, high-tech economy.”)
The Personal Introduction: When the writer gives information about his or herself that the reader will most likely not be interested in. This includes writers who try to share their qualifications to write on the subject. These are important to include, but should come after the article rather than during it. (“My name is Ralph, and I have been an avid collector of model train sets for three years now.”)
The best way to begin an article written for the web is to directly discuss the topic at hand. Try to begin each page with the most direct, concise statement possible.
(These guidelines were one outcome of the Government Content Team for the website redesign project, a cross-department advisory group.)
All online forms in the department should be placed on the Online Publications site. The department should not have pockets of forms scattered across numerous websites.
The quality control of forms in the department occurs at the division or office level. Some divisions may also delegate this function to the section level. This should be a formal process that ensures the following:
For current forms that already have a number, no immediate action is recommended regarding the above items until the form is scheduled to be revised. For forms that are currently unnumbered, it is recommended that they be assigned a number as soon as practicable.
Use type that is no smaller than 5 point. Information can be right or left justified, on one line or multiple.
Minimal Required Information:
DMA 1820 (Rev.5/05) NCDHHS
Add the section name:
DSS 1820 (Rev.5/05) NCDHHS: Children’s Services
Add the file name and location:
DFS-3032 (Rev.5/05) MHL NCDHHS S:\Forms\1820
All DHHS websites should have clearly labelled webmaster contacts throughout the website. These allow site visitors to report broken links or technical problems. The contact link may be accomplished via a web mail form or a “mailto” link. Web mail forms cut down on spam.
The webmaster contact information should be provided in page navigation on all pages. (The DHHS web template includes it in the footer). If there is already a “Contacts” or “Contact Us” link that is part of sitewide navigation, the webmaster contact information may be placed at the end of the contact page.
Emails to webmasters should be answered in no less than two business days. Responses should follow the “Customer Service Policy for Email” found in the DHHS Policy and Procedures Manual, Section III, “Customer Service Communications Guidelines”.
To provide sufficient backup, the webmaster contact information should go to at least three people designated by the division. These three must communicate their schedules so that webmaster emails are responded to in a timely fashion.
DHHS staff who create and/or maintain web sites must maintain files of purchase receipts, permissions and licensing of all photographs and other images used on these web sites.
In general, there are two sources of images, those obtained by an outside entity, and those taken/created in-house. The guidance is different depending on the source.
Please note: This guidance is solely for photographs placed inside web pages, not inside documents (such as PDFs or Word files) that are then placed on web pages. For documents created by Public Affairs Graphics staff, the applicable permissions and licenses are kept on file in the Graphics Office. For documents created and formatted in divisions and offices, the responsibility for keeping track of the applicable permissions and licenses lies with the document creator.
Professional photographs may be placed on our websites if they follow the owner’s licensing agreement, and if the receipt is kept on file with a copy of the licensing agreement. The Attorney General’s Office advises that photographs from companies based outside of the United States should not be used, and also that free downloaded images should only be used after careful reading of the offeror's terms of use.
There is no need to maintain the filename issued by the source of the photograph. Renaming according to the division’s own conventions is appropriate and recommended.
The division/office Web Content Manager or appropriate office purchasing manager is responsible for maintaining files containing receipts and licenses for all purchased professional photographs used in DHHS websites. These files shall be maintained according to the Public Records law.
Webmasters should document the location of the receipt in an HTML comment tag next to the photograph image tag, as follows:
For example:
<!-- Purchased from: photos.com, Date of download: 11-7-08, Downloaded by whom/office: Lois Nilsen, DHHS Public Affairs, Date of purchase: subscription purchased 8-2-08, Receipt on file: with Public Affairs Purchasing Administrator Lois Fitzgerald.-- >
In-house photographs must be documented as well. If any people in the photograph are identifiable and easily seen, their permission must be obtained using a Consent to Photo Form (found at www.ncdhhs.gov/ publicaffairs/ photo_consent.pdf). If the form was not obtained at the time the photograph was taken, and if it is not obtainable, then the photograph must be removed from the website.
The division/office Web Content Manager or appropriate office purchasing manager is responsible for maintaining files containing receipts and licenses for all purchased professional photographs used in DHHS websites. These files shall be maintained according to the Public Records law.
For all photographs taken by DHHS employees, the webmaster must document the following information. (If unsure of the date, put an approximate date):
For example:
<!-- Photograph taken by Mary Smith, DMA, Date of photograph: March 20, 2008, Photo Consent Form: On file at DMA, XYZ Section Administrative Files. -- >
For example, when the subject of the photograph is not an identifiable person:
<!-- Photograph taken by Mary Smith, DMA, Date of photograph: March 20, 2008, Photo Consent Form: Not Applicable. -- >
| If the photo is | And | Then |
|---|---|---|
| Unknown in origin |
|
replace or delete it |
| Downloaded from a website (that is not in the business of providing photographs) |
|
replace or delete it |
| Photo was supplied by a contractor who created the website | you don’t have a copy of the receipt and/or licensing agreement | either obtain those documents and file the receipt and licensing agreement per the guidance above, and include the information in a comment tag, per the guidance OR replace or delete it |
| A professional photo | the origin is unknown | replace or delete it |
| A professional photo | obtained for a print publication and no web-specific license obtained | replace or delete it |
| A professional photo | the receipt is in your possession | file the receipt and licensing agreement per the guidance above, and include the information in a comment tag, per the guidance |
| A professional photo | the receipt is not in the possession of the division/office | replace or delete it |
| A professional photo | provided free from a commercial entity, such as Microsoft Photo Gallery | file the terms of use provided in the website and document its location in the comment tag, per guidance above |
| Provided by a federal government source specifically for web usage |
|
file the terms of use provided in the website and document its location in the comment tag, per guidance above |
| A professional photo from a stock photo CD | the licensing agreement approves web usage | file the receipt and licensing agreement per the guidance, and include the information in a comment tag, per the guidance above |
| A professional photo from a stock photo CD | the licensing agreement does not specifically approve web usage | replace or delete it. |
| Supplied by local agency for use in the website (for example, a DSS or LHD) | release form is on file in the division or office | file the information in a comment tag, per the guidance above |
| Photo supplied by local agency for use in the website (for example, a DSS or LHD) | release form is not on file in the division or office | obtain a release form and provide the information in a comment tag, per the guidance above or replace or delete it. |
| Taken by a DHHS employee with the express purpose of placing it on the web | a release form is on file that expressly approves web use | file the information in a comment tag |
| Taken by a DHHS employee | a release form that does not cover web use | update the release form and provide the information in a comment tag or replace or delete photo |
| Taken by a DHHS employee | no release form is on file | obtain a release form that expressly approves web use and provide the information in a comment tag, or replace or delte photo |
Annual certification provides a review of web content to ensure that it is accurate, relevant and up-to-date. Links on each page should be checked to ensure they are still appropriate. (Sometimes a site is retired and pornographic content is put in its place. Or sometimes the owner of the site moves information around and the page may not be relevant any more.)
Every page of every website must be reviewed by the owning division or office, and the certification documented with a memorandum from the Web Content Manager to the Division Director and the DHHS Web Manager. Annual certification is required in Section III of the DHHS Policy and Procedure Manual: Public Websites in DHHS.
Public Affairs prepares lists of each page of each division/office website and provides them to the division Web Content Managers.
Web Content Managers identify content experts and assign them the pages in their area for review. (For smaller sites, the Web Content Manager may be the content expert.) Content experts will confirm (1) that each page is relevant, (2) that dated material is the most current available, and (3) that the links are appropriate. If needed, the content experts request the appropriate changes to make all pages relevant and current with appropriate links. Content managers are free to set internal division/office deadlines to meet the overall departmental deadline.
Annual review of all material on the division/office website must be completed by the 31st of each October. By that date, the Web Content Manager of each division and office writes a memorandum addressed to their division/office director and to the director of Public Affairs.
“The Division of XX certifies that every webpage on its public website[s] [provide a list of sites] is accurate, relevant, and-up to-date. "
"We certify that these are all the public websites which the division owns (that is, created with its resources or personnel or has content written or managed by the division).”
"As Web Content Manager for DXX, I have on file a list of each web page [in each website] managed by the division. The list includes verification that each page has been checked by the relevant content expert."
If there is a set of pages which are not completed, the Web Content Manager notes it in the memorandum and specifies a date when they will be completed. They then send a followup email or memorandum that it has been done.
When reviewing content for relevance, use these basic categories to determine content status and the most appropriate action to take:
| Category | If the content is ... | and it ... | then it is... | and you should ... |
|---|---|---|---|---|
| 1 | still accurate and relevant | accurately reflects current decisions and/or activities OR is valid until superseded | current | leave it alone. |
| 2 | still relevant | requires updates to be current and accurate | outdated | revise it and post the new version to the website |
| 3 | still relevant for reference or legal purposes, but is superceded by other information | cannot be updated | historical | archive it (see section 2.9 below) |
| 4 | no longer relevant | is not required for reference or legal purposes | obsolete | remove it from the Web site and take the appropriate action per the appropriate records schedule. |
Outdated content that cannot be brought current but must be retained for legal or reference purposes must be marked clearly as “archive” material.
If the information is on a webpage, include this disclaimer at the top of the page, just under the page title. If the information is in a PDF document, the page that links to the file should have the following disclaimer, and the disclaimer should appear next to the link.
For example:
“The file is provided for reference purposes only. It was current when produced but is no longer maintained and may now be outdated.”
The document should be moved to an “archive” folder and the archive folder should be removed from search, so that it cannot be found by the DHHS or commercial search engines. To remove a folder from search, send a request to the Web Manager in Public Affairs.
