Requests for content

Last updated: 22 September 2025

There is a specific process to follow for:

• requesting changes to existing content
• requesting new content.

Subject matter experts should use the content request form on Service Desk to get in touch with the Content Designers.

You need to give us as much notice as possible. The time taken to implement a request will depend on its urgency, complexity and the team’s workload.

Simple changes

If a request is a simple change and falls into ‘business as usual’ we will aim to deal with it within 10 working days.

Larger changes or new content

If a request is for a rewrite, redesign, or new content, we’ll discuss what Content Designer will be allocated to follow this up with the subject matter expert.

We only work with content where there’s a clear user need.

Areas to discuss include:

• what the user need is and how it will be met
• how you’ll work together, for example:
  - SME provides source material and content designer writes content
  - SME and content designer create content together (pair writing)
  - SME writes a draft and sends to content designer to amend for digital platform
• what the timelines are
• people involved, especially for review and sign off.

Outcomes of content requests

Content requests will not always be actioned.

The outcome of a content request could be:

• the Content Designer and SME know what content will be created (or what changes will be made), have the relevant information and know timelines they’re working to
• it’s decided that a different channel will be used (for example social media)
• an SME needs to come back with more information
• the content will not be changed
• the content will not be created because it has no purpose for the user.

How we prioritise content

We will use the following to help us to prioritise our content workload:

• date and time sensitive content
• legal requirements
• if content is leading to negative feedback or customer complaints
• the reach – how many people are going to be accessing and using the content.