Merge changes in (NHSDigital#65)

* Added mention of 'message cascades' in routing plan content for 'parallel send' feature mention.

* 'or' replaced with 'and'

* Message status page created
- changes to /using-nhs-notify/mesh to match MESH guidance
- sender IDs changed to sender names

* Emma 2i requested changes

* Added /using-nhs-notify/nhs-app-templates, /using-nhs-notify/email-templates, /using-nhs-notify/text-message-templates and /using-nhs-notify/letter-templates.

These are based on the Confluence pages https://nhsd-confluence.digital.nhs.uk/pages/viewpage.action?spaceKey=RIS&title=3.8+Creating+letter+templates onwards, with some minor tweaks to word ordering. Romy has approved this content now.

Uploaded the standardised Word doc templates for all 4 channels to /assets/worddocs, and linked to these. Craig in cyber security approved this approach (see ticket for screenshot).

Updated /using-nhs-notify/personalisation in line with the Confluence page. The FAQs from onboarding indicated there's a user need to provide the PDS personalisation fields.

I also added content on how users provide their own personalisation data, in line with Tan's Confluence page https://nhsd-confluence.digital.nhs.uk/display/RIS/NHS+Notify+%7C+Personalisation+Fields.

In /pricing/text-messages, I replaced 'it will count as more than one message' with 'it will be charged as more than one message'. This was prompted by a comment from Romy on the text message template content. I tweaked the content to match the later version of the UI prototype, which we based on findings from user research.

* Removed mention of bank holidays from emails and text message delivery times.

* Removed unnecessary bullets and headings anchor links in Text message templates.

Updated link text for the 4 template pages in the Using NHS Notify parent page - removed 'Creating...' from the start of each link.

* Fixed typo in /text-message-templates. Removed 'Creating...' from links on /using-nhs-notify.

* Updated names of Word docs to replace spaces with hyphens and make all lower case. Updated downloadable links to follow the approach Jake researched, for example [letter template]({% link assets/worddocs/letter-template-nhs-notify.docx %})

* Removed unnecessary space from line 26 on docs/pages/using-nhs-notify/letter-templates.

* Update accept.txt

Includes:
- Noto
- URL
- ctrl
- pending_enrichment
- unnotified
- permanent_failure
- temporary_failure
- technical_failure
- precompiled
- validation_failed
- fullName
- namePrefix
- clientRef

---------

Co-authored-by: Mark R <[email protected]>
Co-authored-by: Jake Cosgrove <[email protected]>
Co-authored-by: emmagifford <[email protected]>

docs/pages/pricing/text-messages.md

@@ -19,7 +19,7 @@ You may pay more for each message if you:
 
 ## Long text messages
 
-If a text message is longer than 160 characters (including spaces), it counts as more than one message.
+If a text message is longer than 160 characters (including spaces), it will be charged as more than one message.
 
 | Message length       | Charge          |
 | -------------------- | --------------- |
@@ -32,7 +32,7 @@ If a text message is longer than 160 characters (including spaces), it counts as
 
 ## Signs and symbols
 
-The following signs and symbols count as 2 characters each:
[]{}^\|~€.
+The following signs and symbols count as 2 characters each:[]{}^\|~€.
 
 Using them can increase the cost of sending text messages.
 

docs/pages/using-nhs-notify/accessible-formats.md

@@ -5,7 +5,7 @@
 layout: page
 title: Accessible formats
 parent: Using NHS Notify
-nav_order: 1
+nav_order: 5
 permalink: /using-nhs-notify/accessible-formats
 section: Writing a message
 ---

docs/pages/using-nhs-notify/delivery-times.md

@@ -26,7 +26,7 @@ Push notifications are only sent to recipients between 6am and 10pm. If you send
 
 Once an email has been sent, our email provider will try to deliver it to the recipient for up to 72 hours.
 
-NHS Notify will only send emails from 8am to 6pm on weekdays, excluding bank holidays.
+NHS Notify will only send emails from 8am to 6pm on weekdays.
 
 ### Open rates and click-throughs
 
@@ -38,7 +38,7 @@ We do not track open rates and click-throughs because of privacy issues. Trackin
 
 Once a text message has been sent, our text message provider will try to deliver it to the recipient for up to 72 hours.
 
-NHS Notify will only send text messages from 8am to 6pm on weekdays, excluding bank holidays.
+NHS Notify will only send text messages from 8am to 6pm on weekdays.
 
 ## Letters
 

docs/pages/using-nhs-notify/email-templates.md

@@ -0,0 +1,122 @@
+---
+# Feel free to add content and custom Front Matter to this file.
+# To modify the layout, see https://jekyllrb.com/docs/themes/#overriding-theme-defaults
+
+layout: page
+title: Email templates
+parent: Using NHS Notify
+nav_order: 2
+permalink: /using-nhs-notify/email-templates
+section: Writing a message
+---
+
+Upload a Word document of your email and NHS Notify will send it for you.
+
+## How to edit your email using our template
+
+Download our [email template]({% link assets/worddocs/email-template-nhs-notify.docx %}) to set up your email.
+
+You can save the template and edit it with your message content.
+
+## Formatting your NHS App message
+
+Organise your message content using the styles in the template.
+
+If you’re copying and pasting text from another document, paste it without any formatting. Then [apply the styles](https://support.microsoft.com/en-gb/office/apply-styles-f8b96097-4d25-4fac-8200-6139c8093109) in the template.
+
+You can also use [Microsoft Word’s format painter](https://support.microsoft.com/en-gb/office/use-the-format-painter-4bb415a9-d4e4-42b7-b579-170adc594e40) to copy the formatting of the styles and apply it to your text.
+
+Find out how to use:
+
+- [personalisation](#personalisation)<!-- markdownlint-disable-line -->
+- [headings](#headings)
+- [body text](#body-text)
+- [links](#links)
+- [bullet points](#bullet-points)
+
+You can also find out about:
+
+- [attachments](#attachments)<!-- markdownlint-disable-line -->
+- [images](#images)
+- [telling recipients who your email is from](#telling-recipients-who-your-email-is-from)
+
+## Personalisation
+
+To add a personalisation field, include a placeholder with double brackets around it. For example:
+
+{% include components/inset-text.html
+    text='Hello ((firstName)), your NHS Number is ((nhsNumber))'
+%}
+
+Read about the [personalisation fields]({% link pages/using-nhs-notify/personalisation.md %}) that are available in the Personal Demographics Service (PDS) and how to provide your own personalisation data.
+
+## Headings
+
+Use the style ‘Heading 1' in the template for headings and 'Heading 2' for subheadings.
+
+Use the subject line to tell recipients what your email is about.
+
+Use headings to break your content up and to help recipients find what they need.
+
+Headings have different levels. It's important to follow a logical heading level order. Your first subheading must come after a heading.
+
+## Body text
+
+Use the style 'Normal' in the template for body text.
+
+## Links
+
+Use the style ‘Hyperlink' in the template for links.
+
+For emails, you can convert text into a link instead of writing the full web address. For example:
+
+{% include components/inset-text.html
+    text='<span>[content guide on the NHS service manual](https://service-manual.nhs.uk/content)</span>'
+%}
+
+Link text should tell the recipient what action they need to take and where the link goes.
+
+Never use ‘click here’, ‘click link’, ‘this link’ or ‘more’, as these do not make sense when read out of context.
+
+If the recipient is not expecting to receive an email from you, we recommend using the full URL instead of link text. Start with https://. For example:
+
+{% include components/inset-text.html
+    text='<span>https://www.service-manual.nhs.uk/content</span>'
+%}
+
+### Short URLs
+
+If you have a long, complex web address, you can [request a short URL from GOV.UK](https://www.gov.uk/guidance/contact-the-government-digital-service/request-a-thing#short-url). This can take some time and may delay your template creation.
+
+We do not recommend using a third-party link shortening service because:
+
+- your users cannot see where the link will take them
+- your link might stop working if there’s a service outage
+- you can no longer control where the redirect goes
+
+## Bullet points
+
+Use the style 'List paragraph' in the template for bullet points.
+
+You can use bullet points to make your text easier to read. Make sure that:
+
+- you use a lead-in line
+- the bullets make sense running on from the lead-in line
+- you use lower case at the start of the bullet
+- there are no commas, full stops or semicolons at the end of bullets
+
+## Attachments
+
+We do not currently support sending files as attachments within emails.
+
+If you need to send an attachment, host the attachment separately on a website and add a link to it in your message content.
+
+## Images
+
+We do not currently support images in emails.
+
+If you need to send an image, host it separately on a website and add a link to it in your message content.
+
+## Telling recipients who your email is from
+
+Find out how to set up your [reply-to email address]({% link pages/using-nhs-notify/tell-recipients-who-your-messages-are-from.md %}). This is the email address that your emails are sent from and that recipients can reply to.

docs/pages/using-nhs-notify/letter-templates.md

@@ -0,0 +1,191 @@
+---
+# Feel free to add content and custom Front Matter to this file.
+# To modify the layout, see https://jekyllrb.com/docs/themes/#overriding-theme-defaults
+
+layout: page
+title: Letter templates
+parent: Using NHS Notify
+nav_order: 4
+permalink: /using-nhs-notify/letter-templates
+section: Writing a message
+---
+
+Upload a Word document of a letter and NHS Notify will print and post it for you.
+
+## How to edit your letter using our template
+
+Your Word document must meet our letter specification. The page size and layout is A4 portrait (210 x 297mm).
+
+Download the relevant letter template to set up your letter:
+
+- [letter template]({% link assets/worddocs/letter-template-nhs-notify.docx %})
+- [large print letter template]({% link assets/worddocs/letter-template-nhs-notify-large-print.docx %})
+- [other language letter template]({% link assets/worddocs/letter-template-nhs-notify-other-language.docx %})
+- [other language letter (right aligned)]({% link assets/worddocs/letter-template-nhs-notify-other-language-right-aligned.docx %})
+- [parent or guardian letter template]({% link assets/worddocs/letter-template-nhs-notify-parent-or-guardian.docx %})
+
+You can save the template and edit it with your message content.
+
+## Formatting your letter
+
+Do not edit the page margins in the letter template. It has the correct formatting and layout for printing.
+
+Organise your message content using the styles in the template.
+
+If you’re copying and pasting text from another document, paste it without any formatting. Then [apply the styles](https://support.microsoft.com/en-gb/office/apply-styles-f8b96097-4d25-4fac-8200-6139c8093109) in the template.
+
+You can also use [Microsoft Word’s format painter](https://support.microsoft.com/en-gb/office/use-the-format-painter-4bb415a9-d4e4-42b7-b579-170adc594e40) to copy the formatting of the styles and apply it to your text.
+
+Find out how to use:
+
+- [personalisation](#personalisation)<!-- markdownlint-disable-line -->
+- [font and font size](#font-and-font-size)
+- [headings](#headings)
+- [paragraphs and body text](#paragraphs-and-body-text)
+- [links](#links)
+- [bullet points](#bullet-points)
+- [images](#images)
+- [QR codes](#qr-codes)
+
+You can also find out about content you should not edit, including the:
+
+- [address field](#address-field)
+- [NHS logo](#nhs-logo)
+- [NHS number](#nhs-number)
+- [date](#date)
+- [page count](#page-count)
+
+## Personalisation
+
+To add a personalisation field, include a placeholder with double brackets around it. For example:
+
+{% include components/inset-text.html
+    text='Hello ((firstName)), your NHS Number is ((nhsNumber))'
+%}
+
+Read about the [personalisation fields]({% link pages/using-nhs-notify/personalisation.md %}) that are available in the Personal Demographics Service (PDS) and how to provide your own personalisation data.
+
+## Font and font size
+
+The font size for standard letters is 12 points. The font size for large print is 16 points.
+
+NHS Notify prints letters in the font Noto Sans.
+
+### Downloading your font
+
+Noto Sans is a free font.
+
+Download Noto Sans to ensure that you can edit and view your template as it will be printed.
+
+1. Go to [Noto Sans on Google Fonts](https://fonts.google.com/noto/specimen/Noto+Sans). Select 'Download all' to download Noto Sans to your device as a zip file.
+2. Right click the zip file and select 'Extract all'.
+3. Open the file. Right click 'NotoSans-Italic-VariableFont_wdth,wght' and select 'Install'. Right click 'NotoSans-VariableFont_wdth,wght' and select 'Install'.
+4. Open the folder 'static'.
+5. Select all of the files in this folder by dragging your mouse over them or selecting 'ctrl' + 'a' on your keyboard. Right click and select 'Install'.
+
+Noto Sans will now be available in Microsoft Word.
+
+## Headings
+
+Use the style ‘Heading 2, NHS letter heading' in the template for headings.
+
+Headings are in bold. They are not in italics or underlined.
+
+Use the main heading to summarise what your letter is about.
+
+Use headings to break your content up and to help recipients find what they need.
+
+## Paragraphs and body text
+
+Use the style 'Normal' in the template for body text.
+
+Paragraphs can be split across 2 pages.
+
+If you do not want a paragraph to run over different pages, add a page break before the paragraph.
+
+## Links
+
+Use the style ‘Hyperlink' in the template for links.
+
+Write links in full, starting with https://. For example:
+
+{% include components/inset-text.html
+    text='<b><span>https://www.service-manual.nhs.uk/content</span></b>'
+%}
+
+Links in letters are in bold to make them stand out. Do not use underlined text or italics.
+
+Do not split links across different pages. Add a page break before the paragraph with the link if needed.
+
+### Short URLs
+
+If you have a long, complex web address, you can [request a short URL from GOV.UK](https://www.gov.uk/guidance/contact-the-government-digital-service/request-a-thing#short-url). This can take some time and may delay your template creation.
+
+We do not recommend using a third-party link shortening service because:
+
+- your users cannot see where the link will take them
+- your link might stop working if there’s a service outage
+- you can no longer control where the redirect goes
+
+## Bullet points
+
+Use the style 'List paragraph' in the template for bullet points.
+
+You can use bullet points to make your text easier to read. Make sure that:
+
+- you use a lead-in line
+- the bullets make sense running on from the lead-in line
+- you use lower case at the start of the bullet
+- there are no commas, full stops or semicolons at the end of bullets
+
+## Images
+
+Images must be black and white. Position them within the same page margins as the text.
+
+## QR codes
+
+If you want to include a QR code, put it in the body of your letter. Insert it as an image.
+
+You’ll need to generate the QR code yourself.
+
+You must also provide a short URL or written instructions for how to find your webpage. For example:
+
+{% include components/inset-text.html
+    text='<span>scan the QR code or visit <b>https://www.notify.nhs.uk</b></span>'
+%}
+
+## Content you should not edit
+
+### Address field
+
+The address field fits inside the address window on the envelope.
+
+The address is a personalisation field and is set automatically.
+
+The recipient’s name is always included as the first line of the address. For a letter about a child, the first line will include 'Parent or guardian of'.
+
+### NHS logo
+
+The NHS logo is black and white. It's positioned in the top right of the letter.
+
+### NHS number
+
+The recipient's NHS number appears above the body content of the letter and is right aligned.
+
+It's a personalisation field and is set automatically.
+
+### Date
+
+The date that will be printed is the date when the letter is dispatched. It's set automatically.
+
+It appears above the body content of the letter and is right aligned.
+
+### Page count
+
+The page count shows the current page number and the total number of pages. For example:
+
+{% include components/inset-text.html
+    text='Page 1 of 2'
+%}
+
+It updates automatically.

docs/pages/using-nhs-notify/letters-in-other-languages.md

@@ -5,7 +5,7 @@
 layout: page
 title: Letters in other languages
 parent: Using NHS Notify
-nav_order: 2
+nav_order: 6
 permalink: /using-nhs-notify/letters-in-other-languages
 section: Writing a message
 ---

docs/pages/using-nhs-notify/mesh.md

@@ -10,11 +10,12 @@ permalink: /using-nhs-notify/mesh
 section: Accessing NHS Notify
 ---
 
-NHS England organisations and services can use the [Message Exchange for Social care and Health (MESH)](https://digital.nhs.uk/services/message-exchange-for-social-care-and-health-mesh) to send messages with NHS Notify.
+NHS England organisations and services can use the [Message Exchange for Social Care and Health (MESH)](https://digital.nhs.uk/services/message-exchange-for-social-care-and-health-mesh) to send messages with NHS Notify.
 
-You should only use MESH to send messages if your organisation or service does not:
+You should only use MESH to send messages if your organisation or service:
 
-- have a developer
-- need the features offered by our API
+- has limited developer or technical capacity
+- only needs to send batches of messages to specific groups of recipients
+- does not need advanced features offered by NHS Notify API
 
 Check if MESH is right for you by contacting our engagement team at <[email protected]>.