When we talk about content governance, it can sound a bit dry, but it’s actually one of the most important things that keeps a council website clear, safe and trustworthy.
Good governance protects our residents and our organisation. It helps people find the information they need, reduces confusion, and cuts down the number of avoidable calls coming into our services.
It also makes sure our content stays accessible and legally compliant.
In short: governance is how we make sure our website actually works for the people who rely on it.
What goes wrong with content
Through our day‑to‑day work, a few common issues pop up again and again:
- Content gets published without the right checks
- Pages are written from an internal point of view, not a user’s
- No one is sure who owns a page or when it should be reviewed
- We find duplicate, conflicting or outdated information
- New pages get created when improving or merging existing ones would be better
None of these things happen on purpose – they happen because people are busy and trying to help.
But over time, these issues make the website harder for residents to use, and harder for us to maintain.
How we try to keep standards high, even with limited capacity
We don’t have endless time or resources, so we focus on the things that make the biggest difference.
Clear publishing rules
All content goes through the Digital Services Team. This is a simple but effective safeguard. It stops problems before they go live and helps us spot gaps or risks early.
Plain English expectations
We share our Playbook writing guidance and support teams to write clearer content without needing specialist skills.
Regular content reviews
Whether it’s duplicated information, missing documents or outdated pages, reviews help us understand what needs to be fixed and where the biggest risks are.
Prioritising high‑impact areas
We focus most of our time on the things that matter most to residents.
Building relationships, not barriers
Governance works best when people understand why it matters. When services feel supported, not blocked, collaboration gets easier and the quality of content improves naturally.
Final thought
Governance isn’t about saying “no”.
It is about making sure our website is clear, consistent and truly centred around the people who use it.
When we get governance right, everything else becomes easier:
- fewer complaints
- fewer phone calls
- fewer risks
And a website our residents can trust every single day.
