What to change
Separate the document's audience-specific tasks or explain the relevant sections clearly. Decide whether distinct documents would make the tasks easier to understand and maintain.
A worked example
Illustrative example
A referral pack has a patient overview and a clearly described professional submission section. The website directs patients to the overview and professionals to the referral route instead of giving both the same unexplained download.
Put it into practice
Name those sections plainly and explain which part each reader should use. Ask someone from each intended audience to find their next step. If most of the document is irrelevant to one group, a shorter introduction or separate page may make it much easier to use.
Use audience names people recognise, such as patients or referring professionals. Internal team labels make it harder for someone to identify the part of the pack intended for them.
What to agree before publishing
List the audiences the pack actually serves, then give each one clear section names. A professional referral instruction and a patient arrival instruction may belong in the same resource, but readers should not have to infer the difference from specialist vocabulary. Ask someone unfamiliar with each task to find the relevant action. If an audience repeatedly needs only a small portion, a shorter introduction or separate landing page can help them reach that portion without duplicating the full document unnecessarily.
How to check the result
Each reader can find their task without interpreting another audience's responsibilities as their own.
A mistake to avoid
Do not expect an internal acronym or department heading to explain who should complete a section.
Turn reading into a next step
Your action checklist
Work through these checks with your team or supplier. Tick the ones you have resolved and leave unknowns open.
Record what you know, what is still missing and the answer you need from your team or supplier.
Use project decisions only, without personal, patient or confidential details. Entries stay in this page and are not submitted to Kay & Co. Copy or download before leaving; this page does not save your notes.
Further reading
These sources provide background for the topic. The practice examples and checklist are illustrative planning suggestions from Kay & Co.
Related guides
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