The problem
As a service, we regularly engage with LPAs, mainly through email communications. We’ve recently started using GOV.UK Notify to automate some emails, and we still use manual emails for some communications sent from the data management team.
The content used in our GOV.UK Notify emails is more aligned with government standards, following the best practice in ‘Planning and writing text messages and emails’. This includes both tone of voice and how content is written.
There is currently an inconsistency between the emails we send from GOV.UK Notify, and the emails we send manually. Mainly:
- manual emails are based on templates, but don’t always conform exactly
- GOV.UK Notify emails and manual emails are not following the same tone of voice
- GOV.UK Notify emails and manual emails are not using the same language
- manual emails are not automated, but GOV.UK Notify emails are
Our approach
We carried out an audit of our existing communications to identify areas of improvement and prioritisation. We decided to focus on email communications, as these felt like the most inconsistent area.
Our solution
Using content design best practice, and conformity to our existing GOV.UK Notify emails, we drafted new content which better aligns with our service.
Next steps
In December 2024, this work was deprioritised to make way for higher priorities.
We’re keen to work with the data management team to understand the best way of implementing the new email templates, and if we can use GOV.UK Notify to host and send the emails, to keep our email communications consistent across the service.