framework for effective communications - nphicframework for effective communications i. purpose a....

Framework for Effective Communications

I. PURPOSE a. This document outlines the various communication channels used by the Division of Public

Health Services (DPHS) to communicate internally and externally. In the world of public health, information can change frequently and rapidly. This framework serves as a library of tools used in the practice of effective communication.

b. The difficulties in public health (and other fields) during an emergency can at least in part be attributed to communication. Unfortunately, this is often true during non‐emergency times as well. How we handle communications, of all types, especially during an emergency, is crucial to the success of DPHS. Communication is becoming more complex, with the advent of more technology, and also more crucial with the increase in emergencies and the speed at which people expect to receive information.

c. This document is designed to guide DPHS staff members in presenting the DPHS image in a consistent way in all communication materials produced. Certain standards are applied and meant to be used as a guide in areas such as using proper grammar and in considering the audience for appropriate material, language, reading level, and the proper use of images, to name a few.

d. This framework is meant as a reference tool for DPHS employees when they are creating any type of communication to help them develop the best product possible that best meets the needs of the audience for which it is intended. It lays out the appropriate steps to take when creating a document, DPHS procedures, policy requirements, approval requirements, certain legal ramifications, and stylistic suggestions.

II. FRAMEWORK REVIEW

a. A representative from the DHHS Public Information Office (PIO) will meet with members of the Health Promotion Users Group (HPUG) to review the Communications Framework on an annual basis.

b. Any document changes will be made by the PIO or designee for approval by the Director of Public Health Services.

NH Department of Health and Human Services November 22, 2013 Division of Public Health Services ‐2‐ Framework for Effective Communications

RECORD OF REVISIONS AND CHANGES

Change # Subject Area Date First Initial and Last Name

Approved and Released 12/06/2013 J. Montero


PROPOSAL FOR CHANGES, CORRECTIONS, ADDITIONS AND DELETIONS

Any user of this Framework is encouraged to recommend changes that the user feels might enhance or clarify a particular portion of the area being addressed. Suggested changes should be submitted to Nicola Whitley at [email protected] or Denise Krol at [email protected] for coordination, comment, concurrence and approval. The format of the suggested changes should be emailed with the following information:

Section Title: Page Number: Currently Reads: Should Read: Other Comments (if any): Submitted by: (Full Name) Date: Contact email:

Contact phone:


TABLE OF CONTENTS

1. MEDIA INTERACTION Press Release ................................................................................................................................... 6 Press Advisory .................................................................................................................................. 6 Press Conference ............................................................................................................................. 7 Press Briefing ................................................................................................................................... 7 Talking Points ................................................................................................................................... 7 Media Availability ............................................................................................................................ 7 Legislator Requests .......................................................................................................................... 8 Media Calls....................................................................................................................................... 8

2. BROADCAST Advertisement ................................................................................................................................. 9 Public Service Announcement ......................................................................................................... 9 Cable Access Stations....................................................................................................................... 9

3. ELECTRONIC OUTREACH Webinars ........................................................................................................................................ 10 Electronic Newsletters ................................................................................................................... 10 PowerPoint .................................................................................................................................... 11 Guidelines for Good Presentations................................................................................................ 12 ePublications.................................................................................................................................. 12 Videos ............................................................................................................................................ 13 QR Codes........................................................................................................................................ 13

4. PRINTED DOCUMENTS Bureau of Graphic Services ............................................................................................................ 13 Brochures ....................................................................................................................................... 15 Posters ........................................................................................................................................... 15 Newsletters .................................................................................................................................... 16 Certificates ..................................................................................................................................... 16 Large‐Format Printer...................................................................................................................... 16 Display Boards................................................................................................................................ 16

5. CONTRACTED COMMUNICATION SERVICES Working With an Agency ............................................................................................................... 17

6. DATA PUBLICATIONS Published Reports or Briefs............................................................................................................ 17 Professional Journal Publications .................................................................................................. 18

7. TOPICAL DOCUMENTS Governor’s Proclamation ............................................................................................................... 18 Fact Sheet....................................................................................................................................... 18 FAQs ............................................................................................................................................... 19 Hazard Alert ................................................................................................................................... 19 Health Alert Network (HAN) .......................................................................................................... 19 Healthy Insights.............................................................................................................................. 21

8. INTERNET DHHS Web Publication Requests ................................................................................................... 21 Images............................................................................................................................................ 22 Links ............................................................................................................................................... 23 Accessibility / Functionality ........................................................................................................... 23

9. INTRANET ..........................................................................................................................24


10. STATIONERY Letters ............................................................................................................................................ 24 Memos ........................................................................................................................................... 25 Business Cards ............................................................................................................................... 25 Agenda ........................................................................................................................................... 26 Minutes .......................................................................................................................................... 26 Email Signature and Confidentiality Notice ................................................................................... 27

11. BRANDING Logos .............................................................................................................................................. 28 Taglines .......................................................................................................................................... 28 Publication Consistency ................................................................................................................. 28

12. IMAGES Photographs................................................................................................................................... 28 Release Form / Permissions........................................................................................................... 29 Graphics / Image ............................................................................................................................ 29 DPHS Image Library........................................................................................................................ 29

13. SOCIAL MEDIA DHHS Social Media Policy .............................................................................................................. 30 Facebook........................................................................................................................................ 30 Twitter............................................................................................................................................ 30 YouTube ......................................................................................................................................... 30

14. POLICIES Translation of Written Material ..................................................................................................... 30 Interpretation ................................................................................................................................ 30 Confidentiality and Security........................................................................................................... 31 Technology Considerations............................................................................................................ 31

15. LEGAL Copyrights ...................................................................................................................................... 32 Embargoes ..................................................................................................................................... 32 Release of Information .................................................................................................................. 32 Right‐to‐Know Request .................................................................................................................. 32

APPENDICES Appendix A. DHHS Newsletters..................................................................................................... 33


Topic Area Instructions / Guidelines

1. MEDIA INTERACTION Press Release Initiation

The Public Information Office (PIO), a director, a staff person, or the Commissioner of DHHS can initiate a press release.

The person who is requesting a press release should talk with someone in the PIO during which time it will be decided who will write the initial draft.

Approval If a PIO staff member drafts a press release, it will go back to the

person who requested it to be shown to the individual(s) who need(s) to approve it in their unit/section.

The PIO then looks it over again and has the Public Health Director approve it before it gets sent out on the agreed‐upon day.

If a DPHS staff person writes a press release, it goes to PIO for review and then back to the DPHS person to show it to whomever needs to approve it in their unit/section. o The PIO will look it over again and have the Director approve it

before it is released. Note that any press release must say DRAFT on it until such time as

the Public Information Office releases it, upon which time the PIO will change DRAFT to FOR IMMEDIATE RELEASE or EMBARGOED.

Release A date for release will be chosen based on the urgency, the subject

matter, staff schedules, and the media news cycles. o For example, PIO tries never to send out press releases on

Friday afternoon because there are fewer media personnel around and it is much less likely to be picked up.

If a press release is for a specific event, such as World AIDS Day, it is dictated by the event—usually the day of or the day before.

Response Timing of the release should be coordinated with the DPHS staff

person who will be primarily responsible for taking any media calls. The DPHS staff person who will take media calls is typically a subject

matter expert (SME), so it is important to plan the release on a day they are available because the media may become frustrated if the SME is unavailable to answer their questions.

Keep in mind that media outlets are private entities. They have no obligation to do a story on any DPHS press releases, and DPHS does not have any influence over whether they do or not.

Press Advisory A press advisory is different than a press release because it is used to invite the media to an event, such as a tour, a press conference, a photo opportunity, award ceremony, or a symposium.

Bear in mind it is extremely rare for a media person to be at any event for more than about an hour, if they attend at all.

There should still be something newsworthy about the event to entice the media to come.

Press advisories are written and sent out by the PIO.



Press Conference A press conference is only held for a big news event. An example is to announce a major outbreak; DPHS’ response to a large public health emergency, such as a large chemical spill; or, the first time a report is released which identifies data or information about specific private entities.

They are to be used sparingly so as not to diminish their importance.

The media are invited through a press advisory written and released by the Public Information Office.

They are a physical event to which the media are invited. There is no predicting which members of the media will attend, if

any. A podium is usually used to give the speaker(s) a fixed place to be

for the cameras and microphones. Frequently they are multi‐agency events. A press release is handed out to any reporters present and is sent

out immediately afterward to other members of the media. Ancillary materials are often given out as well, such as fact sheets,

and sometimes posters are used to illustrate data, for example. Press conferences are always coordinated by PIO. It is best not to have them early in the day or too late in the

afternoon, unless it is an emergency. It is best to have a call‐in number as well, for media who cannot

attend, using a speaker phone.

Press Briefing See Media Availability below.

Talking Points Talking points are the key items a speaker wants to ensure he/she makes on a topic.

They can be created for a specific person, e.g., the Public Health Director, for a specific event, e.g., press conference.

They can be created daily for an ongoing issue, e.g., fungal meningitis outbreak for anyone speaking with the public touse.

They can be written for one‐time use for everyone involved in a specific incident in case they receive questions, e.g., decontamination at a building.

They are written by PIO in conjunction with the appropriate public health experts and approved by the Director.

While not confidential, they are not intended for broad distribution or posting on the web.

Media Availability A media availability is one step down from a press conference, and is also called a press briefing.

The media are invited through a press advisory. It is used to present information to the media, e.g., an update on an

outbreak, but it does not rise to the level of importance or urgency of a press conference.

The media are invited as with a press conference but (at least at DHHS) the intention is that media will more likely call in than appear. Of course television stations likely will still send a reporter and a camera, or sometimes just a camera.



There should be a designated location, but it can certainly be less formal, e.g., no podium and in someone’s office.

There can be a press release that goes with it but it is not as essential as with a press conference.

Legislator Requests When you receive an inquiry from a legislator, note the specific information that the legislator is looking for and inform him or her that you will get back to them with the information. Log the time and date of the call and if appropriate the specific piece of legislation or statute they are inquiring about.

Notify your direct supervisor that you have received a call from a legislator and describe the type of information they are requesting.

Gather the information. Prior to providing the information to the legislators, the content should be cleared by the Bureau Chief. All documents (emails, attachments, letters) sent from DPHS should follow the below guidelines: о Clearly mark the document from the Department of Health and

Human Services, Division of Public Health Services and the date the document was provided.

о State the question/information requested and provide a clear response.

о The source of any data or information should be noted in the document (CDC, NH Tobacco Data Book, etc.).

о If you are supplying data, explain terms such as confidence interval and some conclusions that can be drawn from the data.

о The document should also provide who compiled the information and who to contact for questions and further information.

When clearance is received, respond to the legislator. Notify your Bureau Chief, Legislative Liaison, the Director, and his

Assistant of your answer and a summary of the conversation (in an email).

If a legislator is asking about the Department’s position on a bill or seeking information to sponsor a bill refer them directly to the Legislative Liaison (Kate Frey at 271‐4593).

Media Calls All media calls should be referred to the Public Information Office. Any time a reporter or media outlet calls, they should be told that all media calls are scheduled through our Department’s Public Information Office (PIO) to ensure their needs are addressed in the best way possible. The call should then be forwarded to the Public Information Office at 271‐9477. (This number may also be given out to the reporter.) о Never provide data, factual resources, or referrals without prior

PIO approval. о Notify your direct supervisor of the media contact. о PIO will contact the Director and his Assistant to ensure that he

is aware of the inquiry and he assigns someone from the program area best suited to answer or sometimes takes the call himself.

о Gather the information in case the reporter is referred back to



you or your supervisor by the PIO. The Public Information Office is equipped to determine the best

way to handle the reporter’s needs and may refer them back to the program. They may, however, know of other resources or activities that relate and will pull those in as well. Please note that most media outlets and reporters know they are to go through the PIO first, but may try to circumvent the system.

Once media inquiries come back to DPHS from the PIO, the Director's office gets the first inquiry. о If the Director is available, he will respond or decide what

Bureau will respond to the media request. о In the Director’s absence, he will assign someone to take the

role of responding or referring media inquiries. Please respond expediently to any request for follow up.

о It is sometime appropriate to ask for the questions to be written in advance, but PIO does not like to do this as a rule. This can take longer and reporters prefer a conversation to have their questions answered rather than email. However, if the topic is complex or sensitive, this approach may be better but please consult with PIO if it seems appropriate.

о Once the interview is completed, a summary should be provided to the Director and his Assistant in case the reporter would like to follow up.

2. BROADCAST Advertisement An advertisement is something DPHS would pay to run on radio or

TV or in a newspaper, magazine, or other publication. What makes it an ad is that there is a cost associated. Ads can be any size, any length, any format. Prices obviously vary greatly depending on the publication, the size

of the ad, how often it is to appear and when. The best thing is to contact the media outlet directly or ask the

Public Information Office for help.

Public Service Announcement Public Service Announcements are either for print, radio, or television. They are usually provided by an outside entity, such as the Centers for Disease Control and Prevention (CDC), the American Cancer Society, or the New Hampshire Red Cross.

They can also be created in house. A PSA can either be used during regular times/operations or during emergencies.

What makes it a PSA is that it is providing information to the public, but the media outlet running it is doing it for free, as a service to the public. This is the tricky part because outlets used to allocate a certain percentage of their ad time (especially television) to PSAs, but that has changed. It is much more difficult to get them to run PSAs, though during emergencies it is an easier sell. Often when they are run, they are at odd times. Whether they will run one or when depends on the media outlet.

Cable Access Stations Also known as Local Access, Public Access, or Community Television they are local television stations often run by volunteers.

They are there to perform a service to the community so



programming tends to be more public meetings, talk shows about local events, and high school sports.

They are willing to post PowerPoint slides (just one is the request) on an important topic, e.g., H1N1.

The stations are in contact with each other but they all operate independently.

So as not to overwhelm these stations and wear out our welcome, slides or other submissions should go through the Public Information Office.

3. ELECTRONIC OUTREACH Webinars GoToMeeting / GoToWebinar

DHHS has made available to DPHS one of 10 GoToMeeting / GoToWebinar licenses it maintains. Because of how the licensing is structured, the license is associated with the email address of the “Organizer” for the license. In DPHS, Martha Wells is the Organizer, so if a program wants to schedule a GoToMeeting or GoToWebinar session, the first contact to be made is to check with Martha to see if she can accommodate the date(s) that you want to hold the meeting. If she is not available, she will help you explore other options. GoToMeeting is a good tool to use for a small group of people (25

or less) who will be working together during a meeting, when you might want to give control of the desktop to different meeting participants during the session.

GoToWebinar is a great tool for when you want to do a training for

a group of people, and is the license most commonly used. Although our license allows up to 1,000 participants, we have never had more than 100, which is a very large audience, and requires special arrangements. The typical use in DPHS is for:

Vendor Conferences Vendor Training Educational Sessions Explaining changes in an IT system Agency Director Meetings Legislative Committee Meetings (PHISC)

Electronic Newsletters Constant Contact is a purchased subscription service that can be used to send out electronic newsletters, conduct social campaigns through Facebook, conduct surveys, or create, customize, promote, and track an event. The cost for the service is dependent on the number of people (email addresses) that you would like to reach (i.e., $130 per year to reach up to 5,000 email addresses).

Constant Contact supplies easy‐to‐use “templates” for formatting your electronic newsletters. You can upload your own photos or they have a stock library you have access to. If you design your own template, you can upload and use it.

Constant Contact provides all the statistical information following release of a newsletter outlining how many emails bounced back versus those that were opened. They also provide data as to who



opened links within your newsletter. Customers can also “opt out” of your newsletter if they are not interested in receiving it.

Of course it is possible to create your own newsletter using a design program, such as InDesign or Publisher and keep your own listserv. These should then be posted to the DHHS website and the Intranet at http://intranet/index.html.

PowerPoint DPHS has adopted a PowerPoint template that is recommended for use by all DPHS staff. It can be found in R:\COMMON\DPHS Communications\DPHS Communications Framework\Templates and is named: Final Recommendation DPHS PPT.

Recommended use of the template is for all presentations internal and external to DPHS.

To Convert Existing Presentations with DPHS PowerPoint Templateo Open your existing presentation o In Format, choose Design Layout o Browse for the Template which is located in

R:\COMMON\DPHS Communications\DPHS Communications Framework\Templates and is named: Final Recommendation DPHS PPT.

o Select the presentation to complete the conversion o You may have to change some font styles and sizes, so review

and proofread all your slides carefully Remember that the PowerPoint is just a guide for speaking. It is

meant to be a visual tool, not a book. Put only key points on slides to prompt you what to speak about. Use the slides to guide the audience to you as the speaker.

If the PowerPoint is going to be shown or viewed on a computer that is not your own use a common font such as Arial, Microsoft Sans Serif, Verdana, or if necessary Times, otherwise it may get distorted or be unreadable if people do not have the same fonts.

These fonts are the clearest for people to read and should be used at least at 30 pt font size or higher. Make titles/headings larger than the rest of the text.

Test out your slides first on the equipment you will be using to make sure it is readable from the back of the room and that the colors etc. translate to the big screen.

If you use a dark background (blue, black, dark green), type must be confined to white or yellow.

The use of images can be a great asset, but make sure they are relevant to the topic at hand or they can be distracting.

It is best to place a picture on a slide using the Insert command in PowerPoint rather than dropping and dragging or copying and pasting because sometimes this causes problems especially between MACs and PCs.

Use animations, transitions, and effects sparingly and wisely or they become just distractions from the points you are trying to make. If the effect does not enhance the flow of the presentation it is probably better to leave it out.

If you are showing a presentation on someone else’s computer,



make sure they have a version of PowerPoint at least as new as yours. It is best to try it out beforehand to make sure everything works.

Opening slides should tell the audience the main points of your talk. This reduces extraneous data and information overload. Then give the reasons the points are important and the evidence for each.

There are many rules of thumb for how much text to put on a slide, but the overall rule is less is best, and no more than about 4 bullets of no more than 6‐8 words each. NOTE: Not full sentences.

It is fine to use bold, uppercase, or underline to highlight the main words/points on a slide.

If you have to preface a slide with “I know you can’t see this, but…” take it out!

Handouts—generally they are fine if they are conveying information the audience does not get from your talk. о It is not necessary to hand them out, but making them

available online or by email is greener. о If people have something to hold in their hand that matches

what is on the screen they are not looking at you. о The handouts should contain additional resources for people

to do further reading or research. о It is best to take out most of the pictures (for ease of transfer

because of file size) and keep in mind copyright infringement. If you take your images off the web (and don’t have permission) you should not be handing them out to people.

о They can include additional content, links, examples, and other content.

Embed video clips into your presentation to increase comprehension, retention, and thorough learning. They are a very effective tool.

Guidelines for Good Presentations

Some good general guidelines to creating an effective presentation can be found in Andy Goodman’s “Why Bad Presentations Happen to Good Causes" located in R:\COMMON\DPHS Communications\DPHS Communications Framework\How To

ePublications Some documents are created only to go on a website. There are different guidelines and requirements if a document is not going to be printed.

The resolution of the images does not have to be a high—72 dpi is acceptable.

Be careful with bleeds—ink going right to the edge of the page—this may show up correctly on the screen but not if someone prints it out.

Go crazy on the color if you want—there is no extra charge. You should be careful about using fancy fonts because not everyone

will have them all and when reading on a screen, simpler fonts are much easier to see.

Web links can be made live in a PDF, so the URL does not necessarily have to be spelled out. Make sure all links are live though.



It is best to compress the file in PDF once it is done to save space. If you do not have Adobe Acrobat Writer or Cute PDF, you will have

to get it or ask someone else to make the PDF of the document for you.

There are certain guidelines that the Web Team asks for too (such as footers and bookmarks) so ask a Web Liaison for help.

For more information on publishing documents to the web, please refer to the DPHS Web Document Guide and the Web Publication Protocol both located in located in R:\COMMON\DPHS Communications\DPHS Communications Framework\Policies and Guidelines

Videos The Public Information Office has the ability to make short videos and do some basic editing.

These can be used for posting to your website. Please ask PIO for help with this because it involves working with DoIT.

PIO does not have the capability to record an entire conference or presentation; however, MediaSite (which is owned by the Public Health Labs) can be used for some presentations. Ask Carol Laurin for more information.

Also see Public Service Announcement and Cable Access Stations.

QR Codes A QR (quick response) code is the checkerboard‐type black‐and‐white symbols often seen in ads and on posters.

They essentially contain a URL and with the help of an application (app) on a smartphone someone can take a picture of one and be sent to a website.

This allows much more information to be put on a poster or handout or whatever and prevents people from having to find a pen and piece of paper to write down information that they then might lose or forget. The information can be easily stored on their phone then.

They can be generated by free websites and are a very useful tool to save space and get more information to people faster.

4. PRINTED DOCUMENTS Bureau of Graphic Services Every printing jobs need to go through Graphic Services. It doesn’t

matter where the money is coming from, which division it is for, who the product is for, what it is, or how many copies you want. The only exception is if the money comes from another entity and DHHS never accepts the money. For example, if the American Lung Association is paying to print something and they order the product and pay the bill directly.

A form for Graphic Services needs to be completed once the “document” is ready to go.

Contact information for Graphic Services: State of New Hampshire Department of Administrative Services Bureau of Graphic Services Kathleen B. Carr, Administrator 12 Hills Avenue Concord, NH 03301‐4803



Phone: (603) 271‐3205 Fax: (603) 271‐1949 TDD Access: Relay NH 1‐800‐735‐2964 Send all comments and suggestions about the Bureau of Graphic Services, web pages to [email protected] URL: http://admin.state.nh.us/bgs

It is recommended that with the completed form you attach very specific information about the project, such as: о the software used to create it and which version о MAC or PC о the numbers of the ink used о if it is full‐bleed or not о paper size о paper type о folded or not and how or special cutting instructions о RGB or CMYK о how many colors (e.g., full‐color or two‐color) о how many copies о when the product must be received, where it needs to be sent о if there are any special instructions (e.g., half shipped one place

and half another, in boxes of 300 copies only, etc). It is also best to include a sample printed out on a color printer. The

file must include all images (make sure they are not copyrighted or that we have permission to use them) and fonts.

It is best to give Graphic Services the job on CD. There have been problems emailing it through their portal.

Graphic Services has the right of first refusal. If they can’t do the job, they will get quotes from other vendors at which time you can request quotes from specific ones.

You must give Graphic Services a product in a form they can work from directly (e.g., InDesign). If you don’t, then they will redesign it in another program and charge ~$90/hour for the rework. o DO NOT send files in PDF because you will be charged for

redesign time unless they tell you they can print directly from the PDF. Clarify this in advance as they may assume you know.

You should always ask for a proof. Tell them exactly whom it should go to and make sure that the individual has the authority to approve the proof and will be there on that day to turn it around or it will delay the project.

If there is a problem with the printing of the final product, you do have the right to refuse it. It needs to be a serious problem such as not matching the proof or smudged ink. And of course, it will take time to redo the job.

Remember that colors on your computer screen or the printer/copier you use may not match the actual printed colors.



The only way to guarantee colors is to use an updated Pantone book or look at the proof.

Brochures A brochure really refers to the size of the document, generally smaller than 8 ½ x 11” and only one page. Once it is standard paper size (or bigger) and/or more than one page it is known as a booklet.

A rack card is just a brochure with no folds, or like a large bookmark, and generally 8 ½ x 3 2/3

Some guidelines for brochures include: o Make sure the content and level of detail match the audience o It is better to have one purpose for the brochure (e.g.,

informing one group on a specific topic such as Text4Baby for pregnant women) rather than a generalized brochure that tries to say everything; less is more

o If there is too much text (i.e., not enough or no pictures) no one will read it; be concise

o You need to grab people’s attention with an attractive design, especially if it will be located with many other brochures or literature

o Organize the information by topic area o Use a common design theme throughout o Be sure to include contact information and the Department’s

name at least o Be sure not to break copyright laws by only using photos from

digital commons areas or those you have written permission to use. See Images.

o Cost of production is based on the number of folds, how much color, the size of the paper, and the number of copies

o If you are putting a brochure on the website, be sure that you have the panels in the right place so that people can print back‐to‐back pages and that each side is one page

Feel free to ask the Public Information Office for help with the design or they can do it for you once you have the text finalized

Posters A poster is a piece of paper (printed) that is then displayed in a particular place with the intent of giving people a specific message, e.g., to get a flu vaccine or an HIV test.

It is estimated that people on average look at a poster for 15 seconds. In order for them to get the message you want to convey you have to grab them quickly, hopefully in the first few seconds.

Ways to do this include: о Using colors that attract attention—e.g., bright, red being the

most vivid. о Text that is large enough and easy to read. о A poster size that is sufficiently large for the location. о As little text as possible that still conveys your message. о An easy‐to‐read location of where they can get other

information, e.g., phone number, short URL or email address, or QR code.

If you hang a poster in a location where there are many others, if yours doesn’t stand out you might as well not bother.



Remember that a poster is meant to convey one message (e.g., meeting Thursday about the town’s water system) and people are either interested or they’re not; if they are give them a way to find out more.

Newsletters See Appendix B for a list of Department newsletters. A newsletter is sort of like an institutional magazine. The intent is to

impart new information to an audience (of clients, customers, staff, or followers) on a regular basis about a program, agency, entity, or topic.

Generally they are “mailed out” to the “subscribers.” For DHHS that often means sending an email with a link to everyone on a listserv. Virtually no newsletters are printed by the Department any more but are all electronic. See Technology Considerations.

They can be put on the DHHS website and/or the Intranet at http://intranet/index.html.

There is no standard design for newsletters, but there are some things that are required to be in every Department newsletter: o The Department’s mission statement o The name of the Department and DPHS o The Commissioner’s name o Contact information including an address and phone number

and the Department’s web address

Certificates Department‐level certificates for employees are produced by the Public Information Office.

PIO has many templates for different types (retirement, employee recognition) and can create a special style if you prefer.

PIO requires language about the person and the occasion for which they are receiving the certificate that is personalized.

PIO will obtain Commissioner’s signature if it is needed. Other signatures are the responsibility of the program area.

Large‐Format Printer The 10‐year old printer is no longer working, and DPHS is in the

process of purchasing a new large‐format printer. To use the printer, please consult with Martha Wells, Tylor Young,

or Christin D’Ovidio. For instructions on how to use the large‐format printer, go to

R:\COMMON\DPHS Communications\DPHS Communications Framework\How To

Display Boards A display board is a board, often multi‐sectional, that is used to exhibit information about a program or initiative usually at a conference. They most often are put on a table but some can be big enough to stand alone.

The information on them should not contain too much text because, like a poster, you are quickly trying to catch people’s attention as they walk by.

Pictures, graphs, and charts that are representative of the topic are encouraged, along with URLs, phone numbers, QR codes, etc.

Display boards are located and may be loaned from: o Asthma Program o Breast and Cervical Cancer Program



o Comprehensive Cancer o Healthy Homes o Immunization Program (2) o Maternal and Child Health (2) o Obesity Prevention (2) o Public Information Office – 2 folding easels o Tobacco Prevention and Control o Tuberculosis Program o WIC

5. CONTRACTED COMMUNICATION SERVICES Working with an Agency Sometimes programs use a contractor for communications services.

Examples are during an emergency, such as H1N1 when the Public Information Office used a contractor to develop videos to run on WMUR and handouts for physician offices. The Immunization Program often uses a contractor for their campaigns also. There are a few things to keep in mind when using a contractor. If the contractor purchases a photo for use in a document, it does

not automatically mean the program can use the same photo wherever it wants. It depends on what agreement the contractor made with the company they purchased the image from, though we do own the image.

Determine in advance who owns the products the contractor created as some will want to keep the copyright and/or use it for other purposes so just be sure to spell that out in advance.

If the contractor has different software or operating system (Mac or PC) than we have, they would have to be the ones to make changes. Sometimes contractors will only deliver the products in a PDF format, so if you want the original you may have to stipulate that in the contract. Also be careful of different versions (years) of software or operating system as this may distort a product.

If the designer has different typefaces than the person opening the file the computer may substitute something close and this can make a document look very strange or ruin the effect.

Sometimes the colors from one computer to another are quite different as well and different again from something that is printed professionally. You may want to ask for RGB, CMYK or PMS colors.

One concern is file size, since our email system does not allow very large files to be sent or received. One possibility is a shared server for very large files.

6. DATA PUBLICATIONS Published Reports or Briefs Guidelines on Formatting a Brief or Report and the Report and Brief

Template can be found in R:\COMMON\DPHS Communications\DPHS Communications Framework\Templates

All work being submitted for publication (web, printed, electronic) should be approved via the DPHS clearance process using the Clearance for Published Reports form located in R:\COMMON\DPHS Communications\DPHS Communications Framework\Forms

The document must be signed off by the Program Manager, the



Section Chief, the Bureau Chief, the Director of DPHS or designee, and the Public Information Officer (PIO).

Professional Journal Publications

Please refer to the Publication Club (PUB Club) folder for specific guidelines on publishing and authoring research studies at R:\COMMON\PUB Club\Guidelines

All work being submitted for publication (web, printed, electronic) should be approved via the DPHS clearance process using the Clearance for Published Reports form located in R:\COMMON\DPHS Communications\DPHS Communications Framework\Forms

The document must be signed off by the Program Manager, the Section Chief, the Bureau Chief, the Director of DPHS or designee, and the Public Information Officer (PIO).

Once approved, go to the author page of the journal you wish to publish in and follow those instructions. If you need assistance finding the appropriate journal, you may request assistance from the DPHS Library staff.

7. TOPICAL DOCUMENTS Governor’s Proclamation As the name implies, proclamations come from the Governor’s

Office. They are for recognizing a specific event, such as National Children’s

Day in New Hampshire. The intent is to bring attention to a cause. There is a specific style of writing required. For help with wording,

contact the Public Information Office. Programs provide the language for the Governor’s Office to approve

and sign. Once it is approved fully internally, contact them at 603‐271‐1212

and explain what you need with a timeframe. Don’t expect to give it to them the day before an event and get it

back in time; generally at least a week is needed but of course it depends on the Governor and his/her staff.

Proclamations for annual events need to be renewed every year. Proclamations don't really have any impact unless they are read

and/or presented at an event. If there is to be an event related to a proclamation, the Governor

should be invited to present the proclamation. Work this out with the Director's Office well in advance.

Fact Sheet A fact sheet is meant to be a brief document (usually only a couple of pages) giving the main points about a topic.

They are not meant to be completely comprehensive. If a subject is large and complex with many facets, the best approach is several fact sheets that break the topic down, each different type of hepatitis, the hepatitis B vaccine, and testing for hepatitis.

They can be in the form of questions and answers but don’t have to be.

It is important to consider the audience. If a fact sheet is meant for the general public, and this is most common, the language should be very simple and easy to understand. If it is meant for physicians, obviously the language can be more technical.



Though they are intended to be a primer on a specific topic, it is important to review them approximately annually because even the most seemingly static topics can have changes or new information related to them over time.

In order to make sure that fact sheets don’t have multiple versions, for DPHS they are all funneled through the Public Information Office.

It is best if they are published on the DHHS website for maximum public usage, under the appropriate topic area, and they can be distributed as needed.

If a public health incident occurs for which there is a fact sheet, e.g., hepatitis A outbreak, it is best to have a subject matter expert review the fact sheet before general distribution to make sure it is current and, if necessary, relevant to the event. Then changes should go to PIO.

FAQs Frequently Asked Questions (FAQs) are a list of questions and answers on a given topic. They differ from a fact sheet in that a fact sheet is intended to be static, with the information not changing or changing very infrequently, but FAQs are more likely on a topic that is evolving. They don’t have to be, however. Fact sheets can be in the form of questions with answers though they don’t have to be but FAQs do.

The intent for FAQs is to think of what questions the audience is most likely to ask/is asking and provide answers to them.

For day‐to‐day FAQs, in other words not for an emergency, they should be written in coordination with PIO. They need to go through the program’s review process.

For FAQs related to an emergency, PIO will work with the assigned subject matter expert to draft the document. They will then be reviewed by the designated subject matter expert and released. Time is of the essence during an event.

Hazard Alert A Hazard Alert is a 1‐ to 2‐page document about an emerging issue like 4 deaths from tree cutting or a seasonal event such as heat stress. The topics typically don’t qualify for release through the Health Alert Network (HAN).

Any program can create a Hazard Alert and should work closely with the PIO to do so. This document can be published on the DHHS website or shared with constituents.

Two examples of Hazard Alerts can be found in R:\COMMON\DPHS Communications\DPHS Communications Framework\Templates These documents were created in Microsoft Publisher but other applications may be used to create them.

Health Alert Network (HAN) As soon as a decision is made to send a HAN, the Chief of the Bureau of Infectious Disease Control or his/her designee should be notified and be provided preliminary information regarding the subject of the message and the intended audience.

The Bureau Chief ensures that the NH HAN Coordinator or backup is aware and available to send the alert, as soon as it has been completed and approved.



Two to four bullet points at the beginning of the message convey key information to the reader, including the reason for sending the message and what the reader is expected to do with the information. Background information, including general information about the disease or situation, epidemiology, clinical symptoms and how to diagnose the disease, and NH‐specific statistics, as appropriate, should be included in each message.

Attachments such as disease‐specific fact sheets, information from the CDC, reporting forms and/or other information as applicable can be included. It is recommended that no more than 3 attachments be sent with each message.

Documents in PDF format can be sent in an email attachment using the Communicator!NXT system. However, the system doesn’t support the transmission of PDF formatted documents via FAX. All fax attachments must use an alternative format (MS Word or rich text format) before they can be included as fax attachments.

The message originator will forward the draft message to the HAN Review Group and message originator (if not already part of this group) for review and indicate a deadline for comments based on the urgency of the message. If necessary, the NH HAN Coordinator will re‐format the message using the proper alerting vocabulary conventions.

HAN Review Group may include: o State Epidemiologist o Deputy State Epidemiologist o DHHS Medical Advisor o Chief, BIDC o Chief, Infectious Disease Investigation Section o NH HAN Coordinator o EIS Officer o Public Health Nurse Program Manager o DHHS Bureau Chiefs depending on message content o Other subject matter experts depending on message content

The revised message, along with any attachments, must receive final approval from the State Epidemiologist or his/her designee.

A NH HAN message template for DPHS can be found at R:\OCPH\EPI\BCDC‐BCDS\Group\HEALTH ALERTS (HANs)\NH HAN Policy & Procedures.

Once approved, the NH HAN message and attachments are distributed, usually by email, to a DPHS staff member who has security rights to send messages using the Communicator!NXT.

A copy of the message and its attachments must be archived on the R drive in a folder created for that purpose (R:\OCPH\EPI\BCDC‐BCDS\Group\HEALTH ALERTS (HANs), in a subfolder for the current year.

The Communicator!NXT can be accessed via the internet at https://alert.nh.gov/ Technical assistance is provided by the NH HAN Coordinator.

All NH HAN messages are posted on the DHHS website if they are



not sensitive, a test, drill or exercise. They are sent to the DPHS Web Liaison Team mailbox so that they can be posted in a timely manner to the DHHS website.

The HAN Coordinator posts most NH HAN messages with Medscape (http://www.medscape.com/today) through a partnership agreement

Healthy Insights (HI) The Communicator!NXT is used to send DPHS Healthy Insights, which are important but not time‐sensitive messages. The goal is to send between 6‐12 Healthy Insights a year (no more than once a month).

In order for a health topic to be appropriate for a HI message, it needs to meet the following criteria: o It is an important health issue in New Hampshire o There is New Hampshire specific data that shows it is a problem

and providers have a significant / direct role in improving this health topic

o There are resources to help providers such as funding, guidelines, etc.

It is preferable to send HI messages on a special awareness day/month for that health topic, but that is not required. For infectious disease related non‐urgent/preventative messages the HI would be sent at the beginning of the relevant season (arboviral, Lyme disease, etc.).

All HIs must be approved by the State or Deputy State Epidemiologist who will work closely with the originating program, department, or section to develop the message.

The format of the message includes a title, main message for providers, top 3 take‐home points and a concise narrative providing more information.

The entire message (without attachments) should be no more than 2 pages.

The HAN Coordinator formats the message and provides technical assistance to send the message through the Communicator!NXT.

8. INTERNET DHHS Web Publication

Requests Publication requests will only be accepted from the DPHS

designated Web Liaisons, and requests for publication of information to the DHHS Web site should be as descriptive as possible.

Please refer the Web Document Formatting Guide located in R:\COMMON\DPHS Communications\DPHS Communications Framework\Policies and Guidelines for details on how to prepare your document for publication to the DHHS website.

Submit lengthy change requests using MS Word. Every effort should be made to create information that is easy to read and accessible to meet the needs of our diverse audience. Web site materials shall be accurate, thorough, and readable to the layperson.

Any documents that need to be linked must be in PDF format. This can be done using full Adobe Illustrator or Cute PDF.



Information should help readers better understand our services, and all content must be thoroughly checked for spelling and grammar.

When referring to telephone numbers, use the entire number, including the area code. [Example: (603) 271‐1234 or (800) 852‐3345, ext. 1234]

Acronyms and jargon should be used sparingly and should always be defined on each page where used.

Do not use “click here” or any other non‐descriptive link text to navigate visitors to a file or another site.

External links must not promote commercial, political or private entities; use government or educational institution Web resources. Information on external sites must not attack or disparage any groups or individuals.

Links to any non‐DHHS site do not imply any official DHHS endorsement. DHHS does not accept responsibility for the opinions, ideas, data or products presented at those locations, or guarantee the validity of the information provided.

Subject matter experts should review information and all material should be validated using reliable resources.

Content should be updated regularly to reflect new information and ensure accuracy.

Press releases for the homepage of the DHHS Web site must be routed through the Public Information Office (PIO).

Each publication request will be reviewed and is subject to modification or rejection by the DHHS Web Team.

Publication Timelines All requests are assigned and handled by priority level:

o Priority 1 requests include emergency notices and press releases from the PIO or Commissioner.

o Priority 2 requests are for RFPs and event information. o Priority 3 requests include all other types of publications.

You may request deadlines for publications if there is a business need. The DHHS Web Team will adhere to deadlines whenever possible.

Images Images and Graphics When creating content for your Web pages, you may elect to

include graphic elements. There shall be judicious use of graphic elements. Be sure that the inclusion of these elements is a necessity, and consider whether or not it will assist visitors in understanding your content.

The DHHS Web Team cannot post images which are protected by copyright or that have license restrictions. Animated graphics are also prohibited.

Contact the Public Information Office for clipart or image files for which the Department has rights to publish. Graphic elements must be compressed and optimized (before sending to the DHHS Web Team) to facilitate quick access.

Logos



The promotion of commercial entities is not authorized for publication on the DHHS Web site. Only references to government Web sites and non‐commercial entities, which do not pose a conflict of interest with the agency, may be considered for publication. Logos for approved entities may be used sparingly.

Banners Banners are graphical files that span the width of a Web page and

are usually promotional in nature. All State of New Hampshire agency Web pages contain banners that identify that agency as an official part of the New Hampshire State Government Web site network. Due to their size and unaesthetic qualities, the DHHS Web Team does not authorize the publication of promotional banners.

Sliders

These are the rotating pictures at the top of the homepage.

Their intent is to draw attention to/highlight an issue or program.

They are changed monthly, though some can be up for longer.

They must contain a link that takes the reader to one of the other pages on the DHHS website.

There are at least three at a time and the upper limit is about 9.

They are posted by the web team.

Requests should come to PIO, who will help programs with the language and finding an image(s).

PIO and the web team get the final say on sliders.

Some sliders may be put up without the involvement of the program if there is reason to call attention to a program/webpage and time is a factor, but effort will be made to work with the program whenever possible.

Links When submitting links for your Web publication request, please include descriptive text or “link text” along with the link. This text is what the visitor sees, and is initially what prompts the visitor to click on your link.

Here is an example of a poorly formatted link request:

Put a link to the catalog on the Web site. catalog.pdf Here are examples of properly formatted link requests:

Place the file catalog.pdf on the DPHS homepage at http://www.dhhs.nh.gov/dphs/index.htm and format it as: “2011 Catalog of Events” in the second paragraph on the page. Link: http://www.cdc.gov/ Label: Centers for Disease Control & Prevention Where: Related Resources Box, alphabetically

Accessibility / Functionality As a government agency, we are bound by certain Web publication standards, such as Section 508 of the Rehabilitation Act. Section 508 requires that all Web site content be equally accessible to people with disabilities.



In addition to accessibility, we are expected to comply with State of New Hampshire standards regarding branding (e‐Government Branding Policy) and functionality. This applies to Web applications, Web pages and all attached files.

In order to preserve a consistent, user‐friendly look and feel to the DHHS web site, all requests for publication must adhere to the guidelines listed in the Web Publication Protocol.

9. INTRANET The DHHS Intranet was launched officially on 5/10/13. An icon has

been placed on everyone’s desktop for access to the Intranet. Its intent is to have a place where information can be shared among

all DHHS employees. Areas on the site include organizational charts, events calendar,

awards, recognition, job postings, and cafeteria menus. The address is http://intranet/index.html Updates can be made to it by the Web Team—email them at DHHS

Web Team. This will eventually replace the Lotus Notes Knowledge Center,

which the Web Team will gradually decommission.

10. STATIONERY Letters All DPHS employees must use the authorized DPHS letterhead.

Below are the required formatting standards. Programs must change the telephone # and fax # in the header. To

access the header: click on the “View” tab on the toolbar, then click on “Header/Footer” and you can begin editing.

Indent the first line of each paragraph to the .5” document ruler. Use single line spacing that is fully justified (on both left and right

margins). Be careful when adjusting/changing left and right margins so they

don’t corrupt or change your letterhead formatting. 1. Be careful when adjusting/changing top and bottom margins so

they don’t corrupt or change your letterhead formatting. 2. Date and signature blocks should be aligned at number “4“on

the document ruler. 3. Make sure the body of your letter is balanced. For example:

your date and signature should both line up at “4” on the document ruler. Be sure to use the “Print Preview” tool to ensure the letter looks balanced on the page.

4. When a letter is longer than one page, do not divide a short paragraph at the bottom of a page. Always leave at least two lines of the paragraph at the foot of one page and carry over at least two lines to the next page.

5. If you letter is longer than one page, subsequent pages should include the following information in the upper left corner: a. Name of person receiving the letter b. Date c. Page ___ of ___

6. Signature legends should contain signature initials in uppercase, composer initials in uppercase and typist initials in lowercase.



e.g., KBR:ptd. When signature and composer initials are the same, do not repeat the initials. e.g. JCM/.

7. Always use “enclosures” in a letter and “attachments” in a memo.

8. Always use your “Spelling and Grammar.” This is found by clicking on the “Tools” tab or pressing F7 on your keyboard. d. Sample letter is available at R:\COMMON\DPHS

Communications\DPHS Communications Framework\Templates

Memos DPHS memos going to external addresses are typed on DPHS letterhead.

DPHS memos for internal use should be typed on plain white paper. Both external and internal memos should use the following

formatting standards: 1. If using DPHS letterhead, the telephone # and fax # must be

changed in the header. To access the header: click on the “View” tab on the toolbar, then click on the “Header/Footer” and you can begin editing.

2. Memos should include:

To

From

Date

Subject

In some cases, a memo will go from an administrator, thru the Director or someone else (for example: position reclassification requests to HR). In these cases, in addition to the above, you will add “Thru.”

3. Font: Times Roman 4. Font size: 11 point 5. Date at 4” mark on ruler 6. Right and left margins should be justified 7. Contents should be balanced on the page for a professional

appearance (use the “Print Preview” tool to review prior to printing).

8. There is no complementary closing in a memo. 9. Use “Attachment(s),” rather than “Enclosure(s): in a memo 10. Use the spell check tool and review memo for accuracy. 11. Memo sample is available at R:\COMMON\DPHS

Communications\DPHS Communications Framework\Templates

Business Cards Business cards are ordered through the Bureau of Graphics Services (BGS) by filling out a BGS‐7 Business Card Order Form. Although BGS offers on‐line ordering, DPHS is not permitted to place on‐line orders.

To order business cards, you need to: 1. Fill out a BGS‐7 Business Card Order Form. This form does not

allow you to type in it, so you will need to print a hard copy and fill it in manually.

2. On the BGS‐7 form, make sure you provide an e‐mail address so



that a proof can be sent to you prior to printing. 3. At the bottom of the form under “Additional Information or

Special Instructions” include an appropriation # and job # 4. Once the BGS‐7 form is complete, have your Financial Manager

approve it, make a copy for your file, and send it inter‐office mail to:

Office of Purchasing 129 Pleasant Street

Brown Building, 3rd Floor Concord, NH 03301

Business Card Order Form (BGS‐7) is available at R:\COMMON\DPHS Communications\DPHS Communications Framework\Forms NOTE: The Department of Health & Human Services uses a standard business card format and employees may not divert from this format without prior approval. Sample standard business card format is available at R:\COMMON\DPHS Communications\DPHS Communications Framework\Templates

Agenda DPHS does not require that a standard agenda format be used as long as it looks professional.

Normally the agenda is typed on DPHS letterhead. When using letterhead for your agenda, don’t forget to change the

telephone # and fax # on the header. To access the header: click on the “View” tab on the toolbar;

The key elements of an agenda include the following: 1. Title of the meeting 2. Date of the meeting 3. Time of the meeting 4. Location of the meeting 5. Conference call dial‐in telephone # and password, if applicable 6. Time Slots (e.g., 8:30 a.m. – 9:30 a.m.) 7. Topic for each time slot, if applicable 8. Speaker for each time slot, if applicable 9. Next meeting date, time, and location if known

Minutes DPHS does not require that a standard meeting minutes format be used as long as it looks professional.

The key elements of meeting minutes are: 1. Title of the meeting 2. Date of the meeting 3. Time of the meeting 4. List of Attendees 5. List of members who were absent (optional). 6. Minutes should include important discussion points under each

agenda item as well as action items and staff assignments, if appropriate.

Email Signature and Confidentiality Notice

All DPHS employees are required to include a signature at the bottom of their business emails, per the Commissioner, to include the following information: 1. Employee Name, Credentials



2. Employee Title 3. Program or Section 4. Division 5. Department 6. Telephone # 7. E‐mail Address

Example: Denise M. Krol, MS Health Alert Network Coordinator Infectious Disease Surveillance Section Division of Public Health Services NH Department of Health and Human Services Phone: 603‐271‐4596 Email: [email protected] A confidentiality notice is not required, but if one is included, the language should read: CONFIDENTIALITY NOTICE: This email message, including any attachments, is intended only for the use of the intended recipient(s) and may contain information that is privileged, confidential and prohibited from unauthorized disclosure under applicable law. If you are not the intended recipient of this message, any dissemination, distribution or copying of this message is strictly prohibited. If you received this message in error, please notify the sender by reply email and destroy all copies of the original message. To create a signature:

1. Go into Lotus Notes 2. Create a new e‐mail 3. Click on “Tools” 4. Click on “Preferences” on the drop down menu 5. Click on the “Signature” tab 6. Click in the dialogue box and begin typing the information 7. Before existing the dialogue box, make sure there is a check

mark in the “Automatically append a signature to the bottom of my outgoing mail messages.”

8. Sample email signature and confidentiality statement is available at: R:\COMMON\DPHS Communications\DPHS Communications Framework\Templates

11. BRANDING Logos The authorized DPHS logos are located in

R:\COMMON\Logos\DPHS Logos_2013 IMPORTANT NOTE: There is no authorized DHHS logo, rather the

NH State Seal is used. They are JPG and PNG format and can be downloaded for use on

published materials, correspondence, presentations, etc.



Taglines The tagline for DPHS is: Improving health, preventing disease, reducing costs for all. This is the official tagline and it appears under the logo.

Publication Consistency Since there are more than 70 programs within DPHS, it is important to be consistent in branding published material.

The use of the DPHS logo is required for all published materials since it is important that the Department of Health and Human Services appears with the Division of Public Health Services.

The use of individual program logos is allowed as long as the DPHS logo appears with it.

12. IMAGES

Photographs Photographs are preferred over clipart wherever possible. Photographs used need to follow the copyright guidelines, see

Copyrights. In general, using Google/the Internet to find a photograph to use is

a bad idea because (1) there are almost always copyright issues, even if they are not spelled out you don’t have permission because you haven’t requested it, and (2) they are low resolution because they are on the Internet so are only good for use on the web, not a document.

If you have taken the picture yourself and there is no one pictured in the photo or only your minor children who you have legal authority for you do not need permission.

If you took the picture but there is someone pictured in it who is not a Department employee, you should have a Release form signed, see Release Form/Permissions. If people are pictured but they cannot be identified, e.g., only their back is visible, then you do not need permission.

If you are at a work function and you take a picture of State employees and/or people presenting at a conference, receiving an award, or making a speech who know they are being photographed you do not need a signed permission form

For children under 18 you need a form signed by the parent. Children who are in State custody (SYSC or DCYF for example) are

not allowed to be photographed because we are required by law to not disclose their identity. Occasionally non‐identifiable pictures have been used, e.g., hands, the back of a head, or feet.

If the people are patients, e.g., at a flu clinic, permission must be obtained in writing.

These rules apply to the media as well. So, for example, if the media were attending a POD where medication was being distributed, they would have to get permission from the patient verbally to take their picture and then obtain a signed release form for their own



purposes.

Release Form / Permissions DHHS uses a standard Medial Release form which is available in R:\COMMON\DPHS Communications\DPHS Communications Framework\Forms or you can obtain a copy from the PIO.

This can be used for photographs, written materials, quotes, etc. and allows us to use it forever in any works we choose.

Signed release forms are retained by the program involved. The statute for how long they must be retained is 4 years, unless

there is a specific rule or business reason why it needs to be saved longer than that. It is recommended that as long as the image/video/recording is being used a release form be retained.

Graphics / Images The PIO recommends the following free resources to obtain graphics. CAUTION: Free does not mean there are no copyright requirements, so it’s important to read the requirements before using them. CDC Newsroom Image Library ‐

http://www.cdc.gov/media/subtopic/library/people.htm Microsoft Office ‐ http://office.microsoft.com/en‐us/images Morgue File ‐ http://www.morguefile.com NIH Image Bank ‐

http://www.media.nih.gov/imagebank/index.aspx CDC Public Health Image Library (PHIL) ‐

http://phil.cdc.gov/phil/home.asp FEMA Photo Library – http://www.fema.gov/photolibrary USDA Image Gallery –

http://www.ars.usda.gov/is/graphics/photos/search.htm Food and Agriculture Organization (FAO) of the United Nations

Photo Library – http://www.fao.org/about/photography/en American Red Cross Photo Library ‐

http://www.redcross.org/portal/site/en The PIO has images available that can be used upon request. In addition, the Public Health Library can loan a number of CDs with

graphics and images. See Legal, Copyrights.

DPHS Image Library A DPHS Image Library folder is available on R:\COMMON\DPHS Communications\DPHS Communications Framework\Image Library

The purpose of the library is to share image resources with one another in developing writing promotional and educational materials.

These should only be images that you personally have taken and are therefore giving permission for the Division to use in promotional and educational materials.

By placing an image here you are giving the permission stated in the DHHS release form, located at R:\COMMON\DPHS Communications\DPHS Communications Framework\Forms

Please upload pictures that are at least 200 dpi resolution; 72 dpi is only sufficient for web usage.

There will be no financial remuneration from providing these



images.

13. SOCIAL MEDIA DHHS Social Media Policy There is a DHHS Social Media Use Guidelines DRAFT is awaiting final

approval.

Facebook The Department’s Public Information Office has a Facebook page that they maintain: NH Department of Health and Human Services. It is meant to be Department‐wide but PIO is happy to post for any program.

This was meant to be a pilot page. Eventually Divisions, Programs, and Bureaus will likely have their

own and this page would probably change in scope.

Twitter The Department has a Twitter account @NHDHHSPIO that they maintain.

It was meant to be a pilot project. Eventually Divisions, Programs, and Bureaus will likely have their

own Twitter accounts and the scope of the PIO account would probably change.

Right now PIO is happy to tweet messages for any and all programs.

YouTube To receive view only access to YouTube, contact Martha Wells about the procedure for a website access exception. You will have to make a case for your business need to obtain access.

14. POLICIES Translation of Written

Material The Department has a contract for translation of documents into

multiple languages with Lutheran Social Services. This contract includes a provision for translation of written materials.

Instructions on how to request a translation of written material can be found on the Intranet at http://intranet/omha/written.html.

Translation of a document may take from 1 – 2 weeks, so please plan your requests accordingly.

This contract also covers an emergency event, and the PIO should be involved if it is a public health emergency.

Interpretation Services The Department has a contract with Language Line for translation services when someone calls over the phone. They cover dozens of languages. The number to reach them is 1‐888‐898‐1512. For questions contact Customer Service at 603‐224‐8111.

A Language Line Instruction card is available on the Intranet at http://intranet/omha/information.html

If interpretation services are required when speaking with someone in person, there is a form to fill out to request these services through the Department’s contract with Language Bank, which is part of Lutheran Social Services. The Communication Access Services Application on‐line form can be accessed on the Lutheran Social Services website at http://www.lssne.org/Services‐New‐Americans/LanguageBank/Form.aspx

Confidentiality and Security All newly hired DHHS staff members are required to read the Department’s policy: Protection of Confidential Information and sign the required form which is located in Intranet at http://intranet/policies/documents/confidentiality‐policy‐062005.doc



The Bureau of Infectious Disease Control (BIDC) Policy for the Confidential and Secure Collection, Storage, Sharing, and Use of Data dated December 5, 2012, recommends standards that facilitate the secure collection, storage, sharing, and use of data while maintaining confidentiality. Designed to support best practices for enabling secure use of surveillance data for public health action, the standards are based on the Ten Guiding Principles for Data Collection, Storage, Sharing and Use of Public Health Data.

All staff who have access to BIDC protected health information are required to complete an Annual Training on the Policy for Confidential and Secure Collection, Storage, Sharing and Use of Data and sing the Oath to Maintain Security and Confidentiality form acknowledging their understanding of this policy.

The original signed form is sent to the Division of Personnel and is stored in the staff person’s personnel file. A copy is given to each staff member.

The BIDC security and confidentiality workgroup meets annually to review the Policy for the Confidential and Secure Collection, Storage, Sharing, and Use of Data, for changes in evolving technology, legislation and BIDC program protocols (if necessary).

A copy of this policy as well as the BIDC Oath to Maintain Security and Confidentiality is located in R:\COMMON\BIDC\Security and Confidentiality

Technology Considerations DoIT strongly discourages sending an attachment to a large group of people via email because it will at least slow down if not crash a server.

There is a 10 MB limit on attachments using our email system. If you need someone else to see a large file, consider posting it to

the R:\COMMON drive, keeping in mind that different programs/Departments may have different Common drives. You can also copy it onto a thumb drive or CD.

If you are sharing sensitive or protected health information, the State of New Hampshire’s Secure File Exchange Server is a secure FTP site available at https://nhftp.nh.gov/. You can request access to the site by submitting a Seneca Ticket.

When sending a document to someone else, keep in mind they may not have the same software as you so they may not be able to open a document. If they have the same software but an older version, they may get the file but be unable to open it, in which case you can save it down to a lower version first.

If you have used unusual fonts, others may not have the same ones so their version of the document may look different. Adobe Acrobat seems to carry the fonts with it in newer versions of a PDF, however.

15. LEGAL Copyrights Everything that is a creative work made by someone and has never

existed before is subject to the laws of copyright, e.g., a novel, a photograph, a painting, a song, etc.

Knowing all the ins and outs of copyright law would take years to



understand, but the short version is that the creator either must grant permission for someone else to use it or else is potentially entitled to compensation for its use.

At DHHS, we cannot use any of these materials unless (1) we obtain permission (see Release Form / Permissions), (2) it is in the public domain, or (3) it is available for public use if we follow certain guidelines, such as giving the photographer credit below the image or using a brochure created by another State which has given us permission to add our address at the bottom.

For example, it is not acceptable to do a Google search for an image and use it in a Department publication.

Some materials are in the public domain, e.g., see Graphics/Images. It can be tricky to determine whether something can be used or not.

It is always best to err on the side of caution. When in doubt, contact the Public Information Office.

Embargoes There is a draft embargo policy for DHHS that is waiting for final approval.

Release of Information There is a policy that DPHS uses regarding the release of information to the media, which can be found at R:\COMMON\DPHS Communications\DPHS Communications Framework\Policies and Guidelines.

There is also an effort to make the Bureau of Infectious Disease Control Policy for the Confidential and Secure Collection, Storage, Sharing and Use of Data a DPHS‐wide document as well. A copy of this document can be found at R:\COMMON\BIDC\Security and Confidentiality

Right‐to‐Know Request These are sometimes also called FOIAs, for Freedom of Information Act requests. If a right‐to‐know request comes in it should be date stamped and given to the Department’s legal office, generally Mary Castelli but for DPHS it would be Elizabeth Maynard.


APPENDIX A. DHHS Newsletters

1. ACCES Front Door (OIII)

2. Tips and Tales (OIII)

3. BEAS E‐News (BEAS)

4. Aging Issues (BEA)

5. DFA News (DFA)

6. Employee Assistance (EAP)

7. Employee News (Spotlight) (OCOM)

8. Connecting Communities (OMH)

9. ESU News (OCOM)

10. Quality Matters (NHH)

11. NH Public Health Lab Newsletter (DPHS)

12. Communicable Disease Bulletin (DPHS)

13. Public Health Notes (DPHS)

14. NH Fruits and Veggies (DPHS)

15. Kid Power Newsletter (DPHS)

16. Improving the Public Health in New Hampshire (DPHS)

17. NH HealthWRQS (DPHS)

18. Immunization News (DPHS)

19. NH WIC Register (DPHS)

20. Foster Care (DCYF)

21. Bridges (DCYF)

22. Office of Community and Family Affairs (BBH)

23. Glencliff

24. NH Medicaid Bulletins (OMBP)

25. SYSC Newsletter

26. Spotlight ‐ DHHS Department Newsletter