Processes for creating and updating SEND content

There are different processes for making small updates and more complicated updates.

Small updates

Small web updates include updating spelling errors, broken links, a line of text, or an existing document.

You should send small web updates to [email protected]. The SEND team will review updates and if they agree, they'll submit a web change request to our web team. The web team will check the update meets our web standards before publishing it.

Complicated updates

Complicated web updates include adding new web pages, sections, or large documents (like a brochure PDF).  It could also be changing large amounts of text.

These updates have to go through a longer process, often involving more people. For example:

• A content designer: skilled in writing clear content that meets our web style and user needs
• Subject matter expert: a topic expert who makes sure content is factually correct
• User advocate: ensures content meets user needs
• SEND team: ensures content meets SEND policy requirements and our organisation's needs

If you have a complicated update, email the SEND Local Offer team at [email protected] and they'll contact you to get more information.

The process is:

Content planning meeting

The SEND team and digital team meet regularly to highlight potential upcoming projects. The digital team prioritise, schedule and plan any agreed work requests.

Identify user needs

We'll identify user needs to check the request is something users require. User research could include:

• Website feedback 
• Strong anecdotal evidence from user advocates 
• User interviews 

Content outline meeting

A content designer, user advocate and SEND team member meet to review the identified user need(s). The aim of the meeting is to discuss how the new content will fulfil user needs.

By the end of the meeting, they will agree how and when the new content is going to be provided.

Content designer carries out a first edit

The content designer reviews the content and makes edits so that it meets our corporate style and is easy to understand. 

Content review

The content designer, subject matter expert, user advocate and SEND team member discuss the first draft.

Content designer carries out a second edit

The content designer writes a second draft based on feedback from the review meeting.

User testing

Sometimes we might ask people from the target audience to test the new content for us. Usually, the test session would include the content designer, SEND team member and any other required stakeholders. Someone will make a note of any successes or issues.

Content designer writes final draft

The content designer writes the final draft based on feedback from the user testing.

Final review and sign off

The content designer, subject matter expert and a user representative check content quality. This should be for small changes like typos. There should be no major changes at this stage. The content is signed off by the content owners and stakeholders.  

Digital team publish content

The digital team publish the content on our website.

Monitor content

The digital team and SEND team monitor content after it's published. They monitor analytics and website feedback periodically to inform future changes. 

Review content at set intervals

The digital team and SEND team review content at certain points. They decide what content to keep, update or delete.