Form design in large organisations involves crafts at the micro level of document design, the customer experience level, and the management and politics level in an organisation. This seminal 1994 paper traverses all these levels. Below is a lightly edited version of the published paper. It also incorporates some content not available in the print version.
Just before you get excited: there is no such thing as best practice in CID. ‘Best practice’ implies that only one kind of acceptable practice exists. But this is […]
Meet the Elephant in the room of the current taxation debate: taxation compliance costs Taxation compliance costs—what you and I as individual taxpayers and businesses pay to comply with our obligations as taxpayers. This cost is a constant drain on the economy and massively reduces productivity. It's sometimes called 'red tape'. Yet despite successive governments' attempts to reduce red tape, they have failed to do anything but increase taxation compliance costs.
We routinely collect such data as part of our Communication Benchmarks program, and use it to set achievable standards in communication system design.
Forms are a special highly constrained type of conversation. When people complete a paper form they bring their intelligence and previous experience to the task. People are smart. They use a great many physical and social clues to guide them; they use the size of the form, its structure, sections and pages to navigate their way through the form, they correct their mistakes, leave their desk to find a document, read an instruction book on what to do, talk to someone, ignore things that do not interest them, and get a new copy of the form and start again. Most public servants are unaware of this smart form filling behaviour and don't see the need to compensate for its absence in digital forms.
It takes 100 public servants and costs $500,000 to change a standard letter on a government computer used by Centrelink—the main Australian Federal Government agency responsible for making Australia’s […]
This is the single most impressive and comprehensive collection of well written medicines information for consumers that has ever been published and made available in the public domain.