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cds-snc / notification-planning

Project planning for GC Notify Team
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Brainstorm ways to provide content & format guidance to Senders #610

Open adriannelee opened 2 years ago

adriannelee commented 2 years ago

Problem statement

There are a number of considerations that are important for recipients that may not be as clear for the Senders: there are key characteristics recipients look for in a message to make sure it's not spam/scam, the message needs to be easy to retrieve later on if needed, email is more trusted than SMS in some cases, some email clients will shorten most of the sender address and email subject on some screen magnification settings. Senders want to send successful messages but may not know how or misunderstand how to.

https://notification.canada.ca/design-patterns-content-guidance - Gov.UK content guidance around notifications

Hypothesis

Brainstorming ways to provide content & format guidance to Senders when they're creating messages will prepare us to improve the quality of messages, increase successful communication for our clients and create a better Recipient experience.

Relevant research

Research Q: How easily can people find guidance (without logging in)? Insight 1 - links to many findings Finding 1

adriannelee commented 2 years ago

Phil found this https://notification.canada.ca/design-patterns-content-guidance

Up-to-date version from gov.uk: https://www.gov.uk/service-manual/design/sending-emails-and-text-messages

adriannelee commented 2 years ago

Email accessibility best practices

yaelberger-commits commented 2 years ago

"Is there a content style guide/guidance doc, blog post or information you provide to clients for writing subject lines, plain language emails and trustworthy emails for the notify platform? We’d love to continue supporting the efforts to use this tool and we wanted to be in step with your team’s best advice." - Stakeholder

adriannelee commented 2 years ago

Useful research from the NNGroup https://www.nngroup.com/articles/transactional-notifications/ has some content we could use

adriannelee commented 2 years ago

Full report for purchase: https://www.nngroup.com/reports/ecommerce-transactional-email-confirmation-message/

YedidaZalik commented 1 year ago

This new team is interested in ". . . adoption of plain-language, multi-channel notifications" so they may have info: https://digital.gov/2023/02/07/collaborate-with-the-tts-public-benefits-studio/