It’s hard to create content for local government permits. There’s a myriad of rules and processes. Things get muddled with if/then circumstances and special cases.
This leads to confusion and sets the wrong expectations. A process that may in fact be simple appears overly burdensome. Or a complex process seems more simple than it is. And people often need more than one permit or approval for their project.
This results in time consuming phone calls, unpermitted work, and very frustrated residents.
What do they want to do?
Start with what someone is trying to do. Not the permit they need to get.
Move away from answering every question for every circumstance in one place. Instead, tailor your permitting content for common projects, like:
- Renovate a kitchen
- Replace windows and doors
- Build or replace a deck
- Build a fence
This will help you reduce customer service demand down to more complicated requests.
Show the whole process
Permit content is often disjointed. There’s a page for one division’s permit, another page for a different department’s rules, and you need another agency’s website for another aspect.
Model your guide after a conversation you might have with an applicant asking about something they want to do. What context would you give them? What questions would you ask them to consider? What advice would you give?
Make a list of the divisions, departments, and agencies they will need to work with. For each:
- In what circumstances?
- In what order?
Create a list of steps that reflects getting from initial concept to final approval. Include each division, department, and agency they need to interact with. Link to the relevant pages and websites to help them complete each step.
Focus on the typical, common case
Write your main content with the typical process in mind. This will simplify the content for most people. To be clear something does not always apply, use phrases like “in most situations” or “for most projects.”
Use sections or separate pages to clarify the rules for special cases. This will also make it easier for people with these circumstances to know what they need to do.
Confront the pain
Learn about the problems people experience. If you don’t have time for in-depth user research, talk to front line staff who answer the phone.
- What are the top 3 mistakes people make during the permitting process?
- What are the top 3 complaints people have about the process?
- What is the one thing you wish people understood better?
Include tips and advice that help reduce errors and speed up the process.
Structure your content
Use an action page to organize your information. Use descriptive headings to break up your content and avoid unorganized FAQs.
If you feel like your page is overwhelming, you may need more pages. For example, if the Before you start section gets long, create another page and link to it. Also, some steps may need their own action page.
Related topics
Weave in related topics that help you achieve other goals. For example,
- Kitchen renovations: Have you thought about going electric?
- Building an ADU: If you’re planning to rent it out, here’s what you need to know.
- Landscaping improvements: Do you know how to prepare your yard for fire season?
Pro tip
When writing regulatory content, we often need to consult subject matter experts. This can be time consuming and they’re busy! Cut down the number of questions by using Notebook LM as a subject-matter expert.
- Gather documents and links to everything for the topic (codes, ordinances, brochures, handouts)
- Upload them into Notebook LM
- Ask it questions the questions you’d ask a subject matter expert
LLMs can get things wrong, so you’ll still need an expert to review in the end.
Final thoughts
Permit guides cut down on customer service demand. They free up staff to focus on the less common applications and speed up simple approvals. Residents are more likely to get permits and less likely to complain at the next Council meeting. What are you waiting for?