Communication toolkits

Are you communicating effectively with customers through your website, in your brochures, over the phone and in person? Follow the guidance in our three communication toolkits to widen your appeal, improve loyalty and increase revenue. 

The toolkits are based on universal design principles to ensure communications are accessed, understood and used to the greatest extent possible, by all types of people.

Check out the case studies to find out how Peak Edge Hotel and Nottingham City Council have both benefited from using the toolkits.

Business case and overview

Did you know that 52% of customers purchase more from a business as a result of a good customer experience? This module highlights the business case for using universal design in all your communications. 

Download the business case and overview module (PDF, 727KB)

Written communication

This toolkit contains guidance on writing text, best practice for writing numerical information and advice on document design.
Download the written communication toolkit (PDF, 5.8MB)

Written communication case study: Nottingham City Council

Find out how Nottingham City Council improved its printed leaflet for group visits to attractions using the Written Communication Toolkit.

 Download Nottingham City Council case study (PDF, 1MB)

Face-to-face, telephone and video communication

This toolkit contains guidance on verbal and non-verbal communication, best practice on routing telephone calls and tourism communication design.

Download the face-to-face, telephone and video communication toolkit (PDF, 2.9MB)

Electronic and web-based communication

This toolkit contains guidance on writing good web content, designing usable websites, sending enewsletters, using social media and more.

Download the electronic and web based communication toolkit (PDF, 8.3MB)

Electronic and web-based communication case study: Peak Edge Hotel

Find out how Peak Edge Hotel increased its website bookings by over 300% after using the electronic and web-based communication toolkit to improve its website.

 Download Peak Edge Hotel case study (PDF, 1MB)