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Miscellaneous standards, that do not fit into other categories.

Multi-channel principles

Written on March 1, 2011

Consistent message across channels minimise customer re-learning across channels integrate marketing campaigns, promotions, customer information and function across channels ensure cross-channel support

SMS standards

Written on March 1, 2011

use the header field if possible, in line with email header fields if use of the header is not possible, start with ‘from BA:’ max 160 characters a marketing sms must hae ‘unsub@ba.com’ at the end if abbreviations are used, they should be in common use avoid jargon TLAs if possible (e.g. IAD, ETD) inContinue Reading

Email headers

Written on March 1, 2011

General servicing should contain ‘British Airways or ‘BA’ if space restricted describe purpose clearly and any action required include reference numbers (e.g. PNR ref) include route details keep short, max 45 characters avoid the banned words list General Marketing should contain ‘British Airways’ or ‘BA’ (if space restricted) or ‘ba.com’ clear description of the promotionContinue Reading

Email header fields

Written on March 1, 2011

The from: field is made up of the ‘from name’ and the ‘from address’. In British Airways<BA@britishairways.com> ‘British Airways’ is the ‘from name’ ‘BA@britishairways.com’ is the ‘from address’ The ‘from’ field before the @ must make it clear that the email is from from BA. The following are recommended guidelines: General servicing emails British AirwaysContinue Reading

Page weight / download time

Written on March 1, 2011

Pages must download as rapidly as possible. It isn’t possible to prescribe specific response times across the site. As a generalisation no page should take more than 30 seconds to load on average broadband, but it wouldn’t be OK for a whole series of pages in an application to take 30 seconds. A user’s toleranceContinue Reading

Redirects, page not found

Written on March 1, 2011

There shall be no broken links on the site. This implies either having a redirect in place for removed pages, or amending internal links that point to the removed pages. There will be a user-friendly ’404 page not found’ page. For cases where customers have bookmarked removed pages, or where there are links from externalContinue Reading

Frames

Written on March 1, 2011

Frames are not normally permitted. In limited circumstance they may be used, but only with approval. Where integration of external content with a site is needed, then frames can be considered.

Enabling/disabling caching

Written on March 1, 2011

Caching should typically be enabled, except for personal or sensitive data, which should be disabled. Cookies should not be cachable. Content which changes frequently (such as news areas) or dynamic responses to queries (such as statements or availability) should not be cached.

Personal/sensitive data to be encrypted

Written on March 1, 2011

Items of a personal or sensitive nature should be encrypted when being sent over the Internet (typically using SSL). In order to optimise performance this should be done at a component – rather than a page – level.

General legal issues

Written on March 1, 2011

In any given circumstance, any of the following issues may apply: correct presentation of trademarks and trade names IATA rules and regulations Advertising Standards – compliance with the Advertising Standards Authority (ASA) Rules (or other similar bodies) copyright – does British Airways have the rights to material? (eg, pictures, video). Buy-out for all materials mustContinue Reading

Legal and security principles

Written on March 1, 2011

Legal jurisdictions Customers from around the world will view web pages, and so it is not only local laws which may apply to online content. The content owner is responsible for ensuring that online content conforms to relevant legal requirements. For any given content laws may apply from: local laws UK laws EU laws Top-levelContinue Reading

Accessibility

Written on March 1, 2011

Last updated 1 August 2016 Ba.com on desktop and responsive must be WCAG (Web Content Accessibility Guidelines) level AA compliant.  All other digital properties should also endeavour to meet this standard. Impacts are on Design User experience Content Editorial Project Management Testing Usability Visual standards AA_Accessibility_content_v2n Guidance for content editors and creators PDF accessibility_word_1.0  MakingContinue Reading

Official list of supported countries

Written on February 28, 2011

The starting point for listing countries will be the list of member states of the United Nations. This may be modified by advice from government affairs, or for other reasons. This is a link to the United Nations website for the most up-to-date list of recognised countries: http://www.un.org/members/list.shtml

Locally developed regional pages

Written on February 28, 2011

Locally developed regional pages must have central approval. Local developments which do not have approval will not be linked to from ba.com.