Decide whether an alternative content format is needed

Accessibility regulations help make sure digital content works with assistive technology. Good content design helps more people understand your information. 

Improving the main content often helps more users than creating additional versions. 

This guidance is intended to support teams looking after content when stakeholders suggest creating information in multiple accessible formats like: 

• Easy Read

• large print 

• translations 

• audio versions 

• other alternative formats 

You should: 

• make the main content accessible and easy to understand  

• use evidence to identify where extra formats are needed  

• only create alternative formats where there is a clear user need, legal requirement or clear benefit  

• avoid unnecessary duplication  

• use approaches that are practical to maintain and support Scottish Government goals for public service improvement and digital services 

Before creating another format, make sure the main content is as clear and accessible as possible. Only create a separate version if evidence shows it will meet a user need that the main content cannot. 

Start with the user need  

The first question should always be, what evidence do we have that users need this extra format? 

Content should be based on user needs, not assumptions about groups of people. 

Useful evidence may include: 

• user research 

• analytics 

• feedback from support channels 

• insight from organisations that represent users 

• legal requirements 

• lessons from previous services or campaigns 

Ask: 

• who specifically needs this format? 

• what problem does it solve? 

• how many people are affected? 

• what evidence do we have? 

• are there existing channels already meeting this need? 

Make the main content accessible

Before creating alternative formats, we should work to make sure the core content is accessible. 

This means: 

• meeting Web Content Accessibility Guidelines (WCAG) 

• using plain English 

• using the simplest language to meet user needs 

• using meaningful headings and structure 

• writing clearly and concisely 

• avoiding jargon and technical language 

Think about maintenance costs 

Every additional format creates ongoing work. 

For each version produced, someone must: 

• create it 

• review it 

• publish it 

• update it when the core content changes 

• check that it remains accurate 

Where multiple versions exist, there is also a risk of: 

• different versions saying different things 

• delays in publishing content 

• out-of-date information remaining online 

• confusion over which version is correct 

Follow Public Service Reform principles 

The Public Service Reform Strategy focuses on: 

• working efficiently 

• avoiding duplication 

• spending time and money where you have the most impact 

• using public money well 

Similarly, Scotland's Digital Strategy promotes: 

• user-centred design 

• reusable solutions 

• services that can be maintained over time 

• reducing unnecessary duplication across services 

Only create extra versions of content when evidence shows it will help users. 

Consider other solutions before creating an alternative format

Before creating a separate format, consider whether the need can be addressed by improving the original content. 

For example: 

• Can the language be simplified? 

• Can the structure be improved? 

• Can key messages be summarised better? 

• Can existing translation tools meet users’ needs? 

• Can trusted organisations or community groups help share the information? 

Sometimes these approaches provide greater value at lower cost. 

Questions to help you decide

When a request for an alternative format is made, ask: 

User need

• What evidence shows this format is needed? 

• Which users are unable to use the primary content? 

• How important is the need? 

Impact

• What are we trying to achieve? 

• How will we measure success? 

• Have we produced this format before and was it used?  

Sustainability

• Who will maintain it? 

• How will updates be managed? 

• What happens if the source content changes? 

Value for money

• What will this cost? 

• What other accessibility improvements could be delivered with the same time and money? 

• Is this the most effective way to meet the identified need?