Guidelines on better notification content (email/sms)

[jakuhn]

Link to figma documentation:
https://www.figma.com/file/k1Z7eJlhhbAirIWEKdJxAQ/Email-Content?node-id=0%3A1

What is being submitted?

Proposing a collaborative effort to improve how email notification content is formatted and structured in DDI services. A place to share leanings between teams at different product maturity stages with the outcome of creating guidelines for the creation, design, and upkeep of email/sms templates.

Why are you submitting?

Explain why you think this should be added to or updated in the design system.

What evidence do you have that it's needed by multiple services across government?

• Most if not all of the services in the DDI or Justice Digital use some form of notification system to inform users of confirmation, updates, actions, etc.

What evidence do you have that it meets the needs of the users of those services?

• Our team (Adjournment Digital Service) has received feedback from users with the request to improve how information is displayed in the notifications they receive, so our users can more easily access the details that are important and relevant to their needs, wants, and limitations while using ADS.

Have you checked that it doesn't already exist in the DDI Design System?

• Yes

Have you already started or completed work on this component or pattern?

https://www.figma.com/file/k1Z7eJlhhbAirIWEKdJxAQ/Email-Content?node-id=0%3A1

Are you currently using the proposed component within your service?

Yes, in that our service currently sends oout email and sms notification through Alberta Notify

[dlevineAB]

As part of the Notify onboarding they pointed us to these links to avoid spam filters:
188 Spam Words to Avoid: How to Stay Out of Spam Filters https://www.activecampaign.com/blog/spam-words;
29 Email Deliverability Tips You Must Know in 2020 https://blog.hubspot.com/blog/tabid/6307/bid/30594/a-marketer-s-guide-to-getting-past-email-spam-filters.aspx; and
12-Step Guide On How To Prevent Emails From Going To Spam https://coherentpath.com/rarelogic/blog/how-to-prevent-emails-from-going-to-spam/.

[dlevineAB]

We use following guidelines/patterns for our email delivery

• Provide H1 content at top of email as a simple title of what the email contains
• Only use first name in the greeting

[ArakTaiRoth]

Closing Discussion as this is also an open Issue and I'm hoping this will close the open issue, and there doesn't appear to be anymore discussion happening here.

[ArakTaiRoth]

Discovery and design work located here

[Spark450]

This work is tracked here