Discovery: Research on best practices for drafting email and text message content

[YedidaZalik]

Description

As a recipient, I need to receive messages that I understand and trust so that the government provides me with services to which I am entitled.

WHY are we building? We have an assumption that users would appreciate stock templates and/or guidance to help them send more effective messages more efficiently. We know some best practices to prevent messages getting flagged as spam, and some constraints (length) that we could pass along to users more easily and make the right thing the easy thing for them to do.

WHAT are we building? Literature review and a powerpoint presentation summarizing and analyzing the findings and applying them to the Canadian and Notify context.

VALUE created by our solution We can move forward based on existing knowledge and understand what areas are not covered by existing research such that we may need to conduct design research in those areas; potential example is bilingual stock templates.

Documentation and Artifacts

Good docs, figma mockups, ADRs, screenshots etc.

Acceptance Criteria

Given that there's existing research on effective government messages, we have reviewed that research and applied it to the Canadian context.

• [ ] Cypress UI tests if needed.

• [ ] Generate appropriate log messages so that executions of this feature can be tracked

• [ ] Can misuse of this feature cause harm? If yes, create an alert

• [ ] Update the status of related findings, insights, and hypotheses on the Research Airtable

• [ ] Once change/fix/feature is implemented, link relevant Airtable records to design artifacts (Figma)

• [ ] Does the feature change our Information Architecture? If so, update the Sitemap in En/Fr

• A11y

• Bilingualism

• Privacy considerations

• Security controls in place

• Measuring success and metrics

Related Research Airtable records

• (find stuff yourself)

QA Steps

• [ ] Tested in a realistic production scenario

[YedidaZalik]

I've been finding and reviewing research as side of desk work and now as we move toward this OKR, Yael advised to make this card

[yaelberger-commits]

Please add your planning poker estimate with Zenhub @YedidaZalik

[YedidaZalik]

Will prioritize as prep for October demo

[YedidaZalik]

Will continue today

[YedidaZalik]

Hope to finish reviewing resources today and start analysis next week

[mtoutloff]

Yedida will start on analysis this week

[YedidaZalik]

Have been continuing organizing the learnings from Research resources: template guidance and exemplars in Analysis: multilingual messages

Also in contact with content designers from Ontario Notify, as well as City of Austin in Texas, Wales and Cyprus for their learnings:

• Ontario Notify sent their draft guidance but it does not address bilingualism issue.
• Wales has sent some info and is checking with another contact about this.
• Cyprus content designer is on vacation but my email was acknowledged by their team.
• Austin content designers no longer with City; I have emailed one at her personal email address and hope to hear back.

[YedidaZalik]

Heard back from content designers in Wales and Austin, Texas, but no specific info yet

[YedidaZalik]

Continuing on organizing/analyzing research, may bring a few questions to Notify 101 today

[YedidaZalik]

Yesterday finished reorganizing research into categories Discussed with Phil and Yael whether to do written report or powerpoint Decided on powerpoint Started work on deck

[YedidaZalik]

Found earlier Notify work by Anik on this topic Sample notifications by other gov orgs Beginnings of draft guidance based on UK guidance