This was initially some advice I wrote for some governments early in the COVID era. I then turned it into a blog post, but we never got round to publishing it.

Every six months or so I find myself referencing it. I think it’s even more true in a world of generative AI and agentic interactions. So it was time it got a URL.

Tackling (coronavirus) misinformation: website comes first

In times of change or crisis, we all need clear, verifiable information. As Andrew and Stacey have written, excellent digital government teams are working on that by ensuring they have a single web page for users to get actionable advice.

At the same time there’s a huge amount of misinformation out there. There’s natural speculation, misunderstandings, and a lot of scams.

As we talk to governments around the world – especially a growing number in low and middle income countries – there’s a lot of interest in using other channels like SMS and Whatsapp to get their messages out.

This is a time when it’s vital that governments and key response organisations get the word out as widely as possible, using all the channels they can.

A single government source of truth.

If ever there was a moment to make sure messages are simple, clear and fast this is it.

But it’s also a moment to make sure that it’s easy for people to verify what they’re hearing. At the heart of any communication strategy there needs to be a definitive, verifiable source. That is a crucial role for government websites.

Done right, they are authoritative and verifiable. That means:

  • Clear, consistent brand, language and messages
  • Verifiable domain names, using https (there’s no excuse, Korea and Kenya nb: as of October 2026 both of these sites link to https versions)

A single, regularly updated “source of truth” can be helpful for coordinating messages through many other channels – whether that’s SMS, USSD, IVR, radio, analogue posters, local government, or public servants. Having a single, reliable, verifiable source for facts, data, policy and advice can be helpful for ensuring consistency across different parts of the public sector, and different channels.

To protect that, governments also need a clear lead and team dealing with misinformation and fraud, including attempts to mimic that source of truth. Many already have the capabilities to spot fraud and phishing and take down offending sites. Now is a time to really focus those efforts, and make sure those doing the defensive work are working closely with those getting the legitimate word out.

A note on PDFs

There’s no case for PDFs as a primary means of communication. If someone’s on a device that can open PDFs, they can visit websites. What Neil said for GOV.UK is even more relevant now, but add in the fact that PDFs are rarely set up to be verified. The web is.

If you’re on a device that can use Whatsapp then you can also visit the web, but data might be expensive. So governments and mobile providers should fix that.

There is a case for SMS-based messages and many residents will not have web access. But even then, the website is the verifiable thing, so start with that. Make sure your copy and branding makes it clear to people that they can verify on the web.

Websites can be updated. Forwarded PDFs can’t.

Wherever you are, start with the web.