# Send a notification

Send a clear, trustworthy message that informs the user about something that has happened, or prompts them to take a next step, without requiring them to stay in the service.

This step supports one-way communication. If the service expects a response or information to be returned, use a separate Request information functional pattern.

#### Use this step to:

* confirm an action or outcome for example booking confirmed, application submitted
* remind users about a time-bound event such as appointments, deadlines, expiry)
* notify users of a status change or decision
* prompt users to return to the service to continue a task
* send authentication or security messages for example OTPs

#### When not to use:

Do not use this pattern when: 

* the message itself must be a legal or official document 
* the service requires the user to reply with information, instead use the ask [users for information](https://specs.govstack.global/service-patterns/3.-step-patterns/ask-a-question) pattern. 
* the message would need to include sensitive personal data 

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## Considerations

### Channel choice

Use the right channel to support the urgency, trust, and inclusion of the message.

* **SMS:** for urgent or time-bound messages such as appointments, reminders, OTPs. Keep content short.
* **Email:** for confirmations and updates that do not need immediate action.
* **App inbox / notification centre:**  for messages linked to an ongoing service or case.
* **Letter delivered via post**: when written proof is needed, digital delivery fails, or users have limited internet access
* **Phone / assisted contact:** for complex issues, high-risk cases, or when users need extra help or accessibility support.

Respect user contact preferences and provide opt-in and opt-out choices.

### Content to include

Include only what people need to understand the message and know what to do next.

* **Who it’s from:** use a clear and trusted service name so people know the message is genuine.
* **Why they are receiving it:** explain what the message is about, for example “about your application” or “about your appointment”.
* **What happened or what they need to do:** say clearly if this is a confirmation, update, reminder, or if an action is needed.
* **When:** Include dates, times, or deadlines if they are relevant.
* **How to continue safely:** tell users exactly what to do next, with a clear and safe link or instruction.
* **Where to get help:** Explain what to do if they cannot use the link or channel, such as a phone number or in-person option.
* **Reference number (if useful)**: Include a case, booking, or application reference people can quote if they need support.

The message should be clear on its own, without needing any other context to understand it.

### Accessibility and inclusion considerations

* Do not rely on a single channel or assume smartphone access.
* Keep messages short and readable.
* Avoid images as the only way to convey meaning.
* Avoid exposing sensitive information on shared or insecure devices.
* Make sure the user can complete the task through an assisted channel if needed.