Reviewing and scoring information resources
In 2006 Advicenow was commissioned by the Legal Services Commission to produce a database of resources to be used by CLS Direct telephone operators to help callers manage their problems.
We looked at over a thousand published information resources and selected 542 of them which were scored against a set of criteria. Our analysis of this data provides a measure of the effectiveness of available resources.
- Only four percent (21) resources scored four or more for skills and support indicators
- 27 percent (149) resources scored zero for skills and support.
- Less that half, 46 percent (294) scored 4 and above for information about the problem.
The report makes specific conclusions for new materials and suggests it should:
- include an overview to orientate the person through their problem
- have key legal points and cover procedures and processes
- be applicable at an early stage in a problem
- deal with recognising when and how to get help
- acknowledge emotional aspects to problems
- offer step-by-step guides, route maps and standard letters
- incorporate guidance on the skills needed to manage a problem
The report recommends that further work should take place to develop a framework for quality standards with full discussion within the advice and legal sector on the purpose and effectiveness of information materials.