Photo Credit: IRC
Many of the topics that Signpost discusses have a big component of uncertainty. The context you in is highly unpredictable, preventing your team from having all available answers to clients’ information needs. Communicating this uncertainty is a big part of Signpost’s editorial work. For example, there can be lots of information that is constantly shifting when writing about legal procedures, such as refugee status, asylum and residency permits, or the opening or closure of national borders as well as COVID-19-related medical procedures and vaccination campaigns.
Although you can’t provide information that isn't available, you can try to reassure your clients and fill-in the informational gap with few precautions. Here are some guidelines:
- Don’t assume information you don’t have: It’s better to admit that for the time being there aren’t available information to share.
- Provide information that contextualizes a current situation: This would include info such as how a similar situation has unfolded in the past.
- Reassure readers that information is being released promptly: Let them know that Signpost’s team is working to collect, verify and share the latest information as soon as it’s available; and that all the information is regularly vetted and updated on Signpost’s channels.
- Encourage readers to visit Signpost’s channels to be updated regularly: When consistent, include links to other relevant and complementary articles concerning the same topic or category.