Communication Strategy 2025-28

Insolvency and bankruptcy legislation can be perceived as a dry and difficult subject matter to understand. Whilst it is necessary to speak in a certain tone and manner in some documents e.g. legislation, policy notes – content design will allow us to get to know the people who use our services better and how we can communicate more effectively the first time around across our different communication channels and publications.

We need to look at designing content as more than just collating words on a page, checking for factual accuracy and publishing it to our stakeholders. We can’t assume we know what our stakeholders want and need to support them in their roles without involving them in the process.

Content design is the backbone to this strategy. It will shape how we communicate effectively with those who require our services. As user needs change and the world we live in becomes increasingly more digitalised it is important we keep enhancing our services to keep up with industry standards and expectations.

Adopting this process will:

• improve the overall user experience with our publications, documents and communications
• allow for a robust retention and review process to be established
• ensure taxonomy and prioritisation of publications to satisfy user needs and wants
• create a more efficient way of working
• reduce risk by ensuring the information being shared across all channels is factually accurate, up to date and informative for the reader
• increase efficiencies as it will encourage a simpler, unified approach when developing new and revising existing content

The content design approach will encourage us to build on the shared service experience between AiB and other Scottish Government departments. This will be done by creating buddying/mentoring relationships with colleagues in different organisations and tapping into other skilled resource in areas such as user research.