Engaging Citizens Online part 9: Promotion of online services
June 26, 2017
We have seen in Briefing 2 that it is not a straightforward task to get the user experience right. There are many pitfalls that can quickly lead to problems and a poor online experience.
As it requires much effort to get the user experience just right, it becomes very easy to neglect the need to promote self-service. However, you cannot assume that, just because the online facility is there and works, people will use it. Experience over the past ten years shows that it is important to invest time, resources and a little money to promote online information and services to potential audiences who are not yet used to going online for social care.
What approach for promoting online social care should you take for ensuring the greatest take-up?