What is your current role and what do you enjoy about it?

I look after the information content for the MS Trust, both online and printed, and help to ensure that we have a clear and comprehensive offering across all our channels. 

I love that my work is incredibly diverse from day to day, and I am lucky to be part of a talented and very dedicated team.

What is the key area you are working on at the moment?

We are still focused on the immediate information needs for people with MS coping with COVID-19. 

We have needed a careful balance between remaining current without being entirely driven by the news cycle. However, MS doesn’t stop for pandemics. 

There are people facing diagnosis, treatment decisions and lifestyle choices all the time, and these people need the same high quality information they always have.

What’s your biggest health information challenge?

It’s a tough time for charity income right now, so we have to look really carefully at everything we create. 

All our information has to be accurately targeted and work hard across a variety of channels to ensure it meets need.

How can PIF members help you meet that challenge?

I’m interested to see how we can share learning around online engagement and support, and ensure we don’t lose touch with people who are less able to access digital information.

What’s the best thing about working in health information?

The thank you messages from people we have directly helped lift my spirits every day.

Why did you join PIF?

We’ve recognised that PIF offers the closest thing we have to a peer group that is trying to raise standards across the board. 

It’s important to us that we continue to stretch ourselves and improve. We’re also looking with interest at the PIF TICK initiative.

What do you find useful about being a PIF member?

The training and learning opportunities have been really useful. Most of my team has made use of them at some point, and they are so well targeted to our needs.

How do you ensure your health information is of the best possible quality?

Engagement with our audience is absolutely key. I particularly cherish the close links that the Enquiry Service has with the production of information. 

When it’s the same people writing the articles as picking up the phones, it ensures a real connection and understanding that I think comes through in the voice and presentation of our information.

What top tip do you have to share on health information?

You have to listen to the questions first, before creating answers.

What was your lightbulb moment in health information?

When I started really thinking about how people decide to seek information, or decide to take action on their health, I realised we have to be right there at those decision moments.