Digital and Web Based Communication Guidance

Following are some key digital and web based communication design considerations on how to enhance customer communication with members of the public.

The guidance should be applied when designing ways to communicate with members of the public by telephone, email, enewsletter, websites or social media.


Live Web chat is a service that allows communication (or chat) by text in real time with visitors to their website. Live Web chat is commonly used to provide immediate customer support and information. A transcript of the chat can be emailed to the customer.

The Council of the European Union approved the Directive (EU) 2016/2102 on the accessibility of the websites and mobile applications of public sector bodies. The Directive

  • Applies to the public sector only
  • Requires websites and mobile apps of public bodies to meet European accessibility standards

The European Standard EN 301 549 on accessibility of ICT products and services can be used by public bodies to meet the requirements of the Directive. The standard is intended for the public procurement of ICT products and services.

Learn more

Up-to-date information on European web accessibility and digital inclusion, and Directive (EU) 2016/2102, can be accessed on the European Commission website.

Guidance on incorporating accessibility as a criterion in the public procurement of ICT products and services is provided in the CEN/CENELEC/ETSI Accessible Procurement Toolkit.