Taking into account the relationship between Suomi.fi Messages and the e-service

If your organisation has an e-service in which the same information is presented as in the information sent to Suomi.fi Messages or to which the end user must be able to move from Suomi.fi Messages, the roles of Suomi.fi Messages and your services in communication with customers must be defined clearly.

It is confusing for the end user if it remains unclear to them how they should expect to receive communication from your service. In Suomi.fi Messages, as paper mail sent to their home or perhaps even in some other way? It is also confusing to receive notifications of the same matter through several different channels. It is therefore important to define the answers to at least the following questions in your organisation:

• Is the same information available in several places?
• Will several communication channels be used?
• Is the matter to be communicated such that the user should be able to respond to it and continue the process in your service?

If the answer to at least some of the above questions is yes, your organisation must draw up a clear policy regarding the ways in which information will be provided and how you will describe to your customer clearly what communication they can expect to get and where.
The following instructions support this work:

• The content of the messages your organisation sends to Suomi.fi Messages must be designed according to the instructions. Especially sending the information content of a notification primarily to Suomi.fi Messages and the importance of links that are as specific as possible is emphasised when Suomi.fi Messages are used together with your services. You will find more detailed instructions on the page Designing the electronic message and notification.
• When Suomi.fi Messages are used together with your service, you should avoid sending the notification of the same matter from two different places. If your organisation needs to also send a notification about the same matter through another channel in addition to Suomi.fi Messages (e.g., a booked appointment is also notified by a text message). Modify the settings for an outgoing message in Suomi.fi Messages so that an extra notification will not be sent for an unread message. You can familiarise yourselves with these settings in more detail on the page Controlling notifications.
• We recommend that you take advantage of the state information “Read” provided by Suomi.fi Messages so that you can verify that your customer has definitely received your important message. You can read more about this on the page Monitoring the state information of messages.
• In connection with service transactions, communicate to all your organisation’s customers how the service process proceeds and how the decision will be delivered to them. We have compiled tips for communicating information about the use of Suomi.fi Messages on the page Communications material.