100 points to know about...
Inclusive project management

Inclusion of users who don't speak a country's native language

Misunderstandings between users can increase when speakers of one native language interact with speakers of another native language. Consequently, those who do not know the native language with which people communicate in online and offline spaces may feel excluded.

How can this feeling of exclusion be overcome?

Easy-read refers to a way of presenting information in an accessible, easy to understand format. Easy read materials are becoming more common, and their value in providing information to users who don't speak a country's native language is widely accepted.

There are various ways in which information can be made easy to read, but it is also necessary that project practices respect the following rules:

• Text should be broken down into short sentences.
• Language should be simplified wherever possible, and complicated words or terms should be explained.
• Images should be included to convey each paragraph of text where possible.
• Avoid fancy fonts and italics.

Inclusion of users that have low literacy

Low literacy is not the same as illiteracy. People with low literacy tend to need more time to read and re-read information before they can understand it. They also have problems filling out forms, finding their way around a schedule, and spelling.

How can content be improved for users with low literacy?

• Write in a clear and conversational language.
• Prioritize information. Put the main point at the top of the page, where even readers who usually give up after a few lines will notice it. Consider placing any other important information above the fold to minimize the risk of users losing it after scrolling.
• Avoid distractions. Anything that moves is a distraction and should be avoided, such as animations, pop-ups, and advertisements.
• Simplify navigationby placing the main choices in a linear menu.
• Make searching intuitive. For example, search functionalities should recognize common misspellings, and results should include clear and straightforward descriptions.

Inclusion of users with a lack of digital skills

In broader terms, digital skills are defined as those needed to use digital devices, communication applications and networks to access and manage information. Today basic digital skills are essential in any context. However, although countless people use digital services such as social media, there are still those who have poor digital skills.

Which project practices should be implemented to ensure the inclusion of users who have poor digital skills?

• Keep things simple. If a digital service's/product's user interface looks simple with clearly labelled tools, users are less likely to make mistakes.
• Provide tutorials. Offering a digital onboarding tool can greatly benefit teaching digital skills. Basic digital training will give users confidence and motivate them to fill their digital skills gap. Video tutorials are also immensely valuable for online technology training.
• Let users decide. Users often know where their gaps in digital skills lie. So it is crucial to listen to them and let them inform you about what they need to learn next.
• Collaboration is crucial. Collaboration across the project is key to ensuring that everyone feels empowered to learn. Online technology training can be daunting for individuals with low digital skills. Therefore, knowing that there are teams of people supporting them can make a big difference.