Social Media has tremendous potential as a customer service channel and is being used effectively in the private sector. Greater attention should be paid to using social media to help the public find information they need. One model for this would be to empower and encourage all government employees to help point the public to government websites/ resources/ services as these issues are raised on the social media platforms ...more »
Ensure content for multilingual & LEP audiences is culturally-relevant, not just a word for word translation of the content developed for English speakers. This is particularly important for certain types of information, such as health-related information, but should be considered early on in the process of understanding audiences and developing websites, not after the site has been fully developed in English.
Test multilingual content / design with representative users to ensure usability and understand audience needs.
If content in other languages is provided, ensure that users can search in those languages, with accents and without, and that search results are presented in that language.
Access should also be in-language, e.g., If you're providing access to content in Spanish, it should say "en español"
Access is usually provided in the upper right hand corner, but wherever it goes, it should be easily found.
And don't use flags!
When developing bilingual and multilingual sites, consider internationalization issues early on in the design process, because space required for other languages varies!
Government agencies should use social media to reach multilingual users, especially the Hispanic community. All agencies need to have a presence in different social media platforms to directly connect to their audience in their specific language; this should be an open dialogue where agencies can listen and learn from these audiences and then provide useful and relevant content on their websites and social media channels. ...more »