How-to Page Workbook
What is a how-to page?
A how-to page is action-based. It enables someone to do something (apply, file, register, respond, pay, etc.) related to a government service. A how-to page may be linked from multiple service pages. For example, the how-to page “Sign up for Massachusetts Approaches to Partnership in Parenting (MAPP) training” would live on the service page about fostering a child as well as the service page about adopting a child. (See the service page workbook for more details.)
Here is the current list of action types for how-to pages:
●apply●file
●register
●respond
●pay / ●order
●check
●log in
●manage
●update / ●renew
●replace
●schedule
●report
●request / ●calculate
●find
●appeal
●cancel
●view
A how-to page should be straightforward, informative, and easy to read, and doesn’t go into detail about the whole process for a given program or service. Each how-to page should only have the necessary information to complete the action that is defined in the title of the page.
How-to pages related to child support services, for example, include: “Get a child support order," "Set up an account to receive payments," and "Make a child support payment.”
If you’re having trouble fitting all of the content for your how-to page into this workbook, stop and ask yourself if it’s possible to break it down into smaller steps, each with its own how-to page. If an action is particularly complicated or requires next steps, then you can link to those pages in the optional “next steps” section of the how-to. This helps make complex topics easier to understand and allows users who only need one part of a process direct access to the information they’re looking for.
How-to page elements
How-to page details section elements
Fill out this template
Before you start writing (required)
Search keywords (will not appear on the page itself)
Before you begin writing, list the words or phrases you expect users would type into search engines to get to this page. Focus on using those terms when writing the content below.
Enter list of keywords here.“Meta” description (will not appear on the page itself)
This is the paragraph you see in search results under the link. It should be a clear and complete description of what’s on the page. Limit to 160 characters or less.
Here is some dummy content to give you an idea how much to write. Word and Google Docs also have word count tools you can use. This paragraph is 164 characters.Mass.gov URLs
What URLs did you use as your sources for this action page? Which Percussion pages would this How-to page replace? Please list all applicable pages here.
Enter one or more URLs here, and duplicate bullets below as necessary:●enter URL here
●enter URL here
●enter URL here
Service tag(s) (automatic)
Whenever a how-to page is added to a service page, a tag with link to the service page will appear in this row. A how-to page can have multiple service page tags.
Service tag: Enter related service page(s) hereTitle (required)
The title should describe the single action that you can do on this page. Start it with a verb from this list:
●apply●file
●register
●respond
●pay / ●order
●check
●log in
●manage
●update / ●renew
●replace
●schedule
●report
●request / ●calculate
●find
●appeal
●cancel
Keep the title as short as possible and use plain language. Use sentence case.
Title: Enter title hereShort Description (required)
A 1-2 sentence, high-level description that describes what this page will help the user achieve or provides context if this action is part of a complicated process/program.
Description: Enter description hereTime callout (optional)
If there is a consistent, expected amount of time to complete a action in a section, add it here. Be sure to make this a complete statement. For example, instead of writing '4-6 weeks,' write 'Most people hear back 4-6 weeks after submitting their application.’
Time callout: Enter length and description of time involved to complete this actionQuick action (optional)
For users who already know what they need to do, the quick action area gives easy access to the link where the action can be completed. Only include this if the action can be completed online.
Name of Link: Enter the label for this quick actionLink to Online Form or Portal: Enter the link to the online form or portal
Eligibility link (optional)
In the future, when you create a service page, there will be an option to create a “Check eligibility” page for it (workbook to come). If constituents need to meet service-related requirements to complete the how-to, include the link to your “Check eligibility” page here.
No link is necessary if anyone can do this action.
Details Section
What you need (optional)
Use this section to explain anything that someone should have or know before they start this action. This can be a paragraph or a bulleted list. For example, a page about registering your car should list all the material someone would need to gather to complete the transaction in one visit. Use bullets if the list is long.
If there's nothing they need to do before they start, don't fill out this part.
What you need: enter content hereFees (optional)
List any fees associated with completing this action — application, testing, processing, etc. If there is a complicated list of fees, list the most common ones here and include a link to a full list. You may also use a range. Please include type of fee, amount, and unit, as well as any other applicable information.
If there are no fees, don’t fill out this part.
Fees: Enter type of fee, amount, and unitHow to apply (at least 1 required)
This section shows all the potential ways to complete the action. If it can be done online, by phone, or in person, include each method. You can use numbered lists, bulleted lists, links, and paragraphs to help explain the process as simply as you can for readers.
Write how-to steps here. For each method, you can use numbered steps for a step-by-step process. Include any options that apply:Online: Enter content here
By phone: Enter content here
By mail: Enter content here
By fax: Enter content here
In person: Enter content here
Next steps (optional)
Use this section sparingly to link to actions that someone would need to do after completing the main action on the page. If it’s another How to, link to that page. You can use numbered lists, bulleted lists, links, and paragraphs to explain the process as simply as possible.
If no further action needs to be taken, don’t fill out this part.
Next steps: Enter content hereMore info (optional)
Use this section for any supplemental information that isn't necessary to complete the action but that may be useful to know. Separate each piece of information into its own paragraph. You can use links and bulleted lists here.
More info: Enter content hereDownloads (optional)
List all the forms and documents referenced in the page here with links to download. Copy and paste the table below if you need to add additional links.
Name of Link: Enter the label for this quick actionLink to Online Form or Document: Enter the link to the online form or document
Contact (required, up to 3)
Add the contact information people should use if they have questions about this action. Include the name of the agenc(ies) or organization(s) along with relevant phone numbers, emails, addresses, etc. Do not include P.O. Boxes. The phone and online fields from Contact 1 will appear in the ‘Quick contact’ section at the top of the page (example below). No additional content needs to be entered for the ‘Quick contact’ section.
Contact 1: Enter contact information hereContact 2: Enter contact information here
Contact 3: Enter contact information here
Example of quick contact section (no action required)
Related (required, up to 3)
Use this section to list up to 3 links to pages that people might also be looking for if they landed on this page.
Related page title:Write the title of the related page or guide hereLink to page:Enter link here
Related page title:Write the title of the related page or guide here
Link to page:Enter link here
Related page title:Write the title of the related page or guide here
Link to page:Enter link here