Mass.gov is constituent-centered. Constituents come to Mass.gov to do something specific — renew a license, file an application, or get specific information. We want them to do what they need to do or find what they need to find quickly and easily. This is why Mass.gov is organized around the various services that state organizations offer their constituents.
As you make your way through this training kit, keep these goals in mind:
What are the main programs, transactions, and services that your organization offers constituents (i.e. Mass.gov website users)?
Who are your users (i.e. students, nurses, small businesses)? Depending on your organization’s goals, “constituent-centered” might mean businesses or other government organizations.
How can you plan and author content to make it easy for your users to find what they need?
Here are some resources to help you make your writing clearer for your users:
You can search through our author self-support resources. We’ll be updating and adding to this frequently.