Use service-oriented language

We want to make sure that people living in- or visiting- Austin can understand what’s on the City’s website. Moving forward, we want to take a people- and service-oriented approach to speak to residents.

Service-oriented language is a way of addressing the services available to residents, instead of the departments providing the services.

If service-oriented language focuses on the services available to the residents, then it makes sense that department-oriented language sheds light on the department providing the services.

While that is important, we’ve found that most websites with department-oriented language are not easy for residents to understand, and typically include a lot of jargon and acronyms.

As a CCCE, you’ll need to write ACPFA and provide AMSARs with the content they need to complete GSR’s to be a SCRTD. JK! (just kidding)

Was that confusing? Can you imagine being an Austin resident trying to understand City acronyms? With service-oriented language, we must focus on writing for the people, not our departments.

Using service-oriented language makes it easy for residents to find out what they need to know, and it’s in the details:

  • Not using acronyms for City services or departments,

  • Making it easy for residents to view a webpage on their mobile device,

  • Writing in an approachable voice and tone,

  • Keeping the reading level below 8th grade

  • Breaking blocks of written content up into smaller chunks,

  • Implementing an intuitive menu/navigation

There are two columns of text. The title of the first column is: Department-Oriented Language. The first bullet point reads Boards and Commissions. The second bullet point reads, Certification for MBE/WBE. The title of the second column is: Service-Oriented Language. The first bullet point reads Join a board and give feedback to council. The second bullet point reads Get certification for your Minority or Women-Owned Business.

Four examples of other cities and governments who are doing a great job of incorporating service-oriented language are: