The COVID-19 pandemic highlighted the critical need for all people to have access to clear health information through formats and channels that work for them. Biotext worked with the Department of Health, Disability and Ageing to improve how the Australian Government communicates critical health information to culturally and linguistically diverse (CALD) communities.
We conducted deep user research with our partners to connect with CALD communities and understand their information needs. We combined our experience in communicating health information in plain language and our 20-year collaboration with the department to identify the key lessons from the COVID‑19 pandemic and transform them into a clear and implementable content strategy for the department’s website. The strategy outlined the requirements for communicating complex and sensitive health information for CALD communities and provided practical tools to help the department implement the recommendations.
Our role
- Content strategy
- Business analysis
- User research
- Content audit and analysis
- Information architecture
Our solution
Our discovery phase involved extensive consultation with internal teams, peak organisations and CALD community leaders to understand how content for CALD audiences is created and maintained. These discussions explored workflows, governance and website functionality. We partnered with specialist CALD user research experts who engaged directly with communities to identify their health information needs. In parallel, we conducted a full content audit, benchmarked the website and reviewed analytics to assess the effectiveness of existing CALD-focused content.
Using insights from discovery, we developed a comprehensive strategy outlining the core requirements for communicating with CALD audiences, supported by content principles, workflows, governance recommendations and technical improvements.
To help the department implement the strategy, we provided next step recommendations and performance measures. We created implementation tools, including process maps, decision trees, a writing guide and guidance on channels and user needs. Along with these, we developed a department wide plain language policy to support clear, user centred communication now and into the future.
This work broadened our understanding of cultural differences and how people access and share content within their communities. We loved creating the practical tools to help our client connect the strategy to the real-world information needs of CALD communities.
Outcomes
- Content strategy including content principles and recommendations
- Writing guide
- Content workflow diagram
Our research partners
- Cultural Perspectives
- Culturally Inclusive Research Centre Australia