Merge remote-tracking branch 'origin/master' into develop

25 files changed, 1319 insertions, 1090 deletions

diff --git a/assets/stylesheets/responsive/_settings.scss b/assets/stylesheets/responsive/_settings.scss
new file mode 100644
index 0000000..466c902
--- /dev/null
+++ b/assets/stylesheets/responsive/_settings.scss
@@ -0,0 +1,49 @@
+$main_menu-mobile_menu_cutoff: 58em;
+$row-width: 64em;
+$body-font-family: "Helvetica Neue", Arial, Helvetica, Helmet, Freesans, sans-serif;
+$base-font-size: 16px;
+
+// Specify the filename and dimensions of your logo file here
+$logo-filename: 'logo.png';
+$logo-highdpi-filename: 'logo@2.png'; //Should be at least 2x the size, in the same proportions
+$logo-width: 275px;
+$logo-height: 44px;
+
+$color_sand: #f3f1eb;
+$color_black: #333333;
+$color_orange: #f4a140;
+$color_blue: #4faded;
+$color_green: #62b356;
+$color_yellow: #ffd836;
+$color_red: #e04b4b;
+$color_violet: #a94ca6;
+$color_purple: #5c377f;
+$color_white: #ffffff;
+
+$color_neutral_light: $color_sand;
+$color_neutral_dark: $color_black;
+$color_primary: $color_violet;
+$color_secondary: $color_orange;
+
+$body-bg: $color_neutral_light;
+
+$body-font-color: $color_neutral_dark;
+$link-color: darken($color_blue, 20%);
+$action-color: $color_green;
+$font-family: "Source Sans Pro", "Helvetica Neue", Helvetica, Arial, sans-serif;
+$form_input-bg: $color_white;
+$form-label-font-color: $color_black;
+
+$button-bg: darken($color_green, 10%);
+$button-color: $color_white;
+
+$status-success: darken($color_green, 18%);
+$status-failure: darken($color_red, 10%);
+$status-pending: darken($color_orange, 28%);
+
+$notice-color: $color_green;
+$error-color: $color_red;
+$action-color: $color_orange;
+
+$banner_inner_bg: $color_primary;
+$topnav_bg: darken($color_primary, 10%);
diff --git a/assets/stylesheets/responsive/custom.scss b/assets/stylesheets/responsive/custom.scss
index 7f0f51b..9161270 100644
--- a/assets/stylesheets/responsive/custom.scss
+++ b/assets/stylesheets/responsive/custom.scss
@@ -1,37 +1,3 @@
-$color_sand: #f3f1eb;
-$color_black: #333333;
-$color_orange: #f4a140;
-$color_blue: #4faded;
-$color_green: #62b356;
-$color_yellow: #ffd836;
-$color_red: #e04b4b;
-$color_violet: #a94ca6;
-$color_purple: #5c377f;
-$color_white: #ffffff;
-
-$color_neutral_light: $color_sand;
-$color_neutral_dark: $color_black;
-$color_primary: $color_violet;
-$color_secondary: $color_orange;
-
-$body-bg: $color_neutral_light;
-
-$body-font-color: $color_neutral_dark;
-$link-color: darken($color_blue, 20%);
-$action-color: $color_green;
-$font-family: "Source Sans Pro", "Helvetica Neue", Helvetica, Arial, sans-serif;
-$form_input-bg: $color_white;
-
-$button-bg: $action-color;
-$button-color: $color_white;
-
-$status-success: $color_green;
-$status-failure: $color_red;
-$status-pending: $color_orange;
-
-$notice-color: $color_green;
-$error-color: $color_red;
-$action-color: $color_orange;
 
 /* Mixin styles */
 
@@ -218,11 +184,11 @@ a.link_button_green_large {
 /* Header */
 
 #banner_inner {
-  background-color: $color_primary;
+  background-color: $banner_inner_bg;
 }
 
 #topnav {
-  background-color: darken($color_primary, 10%);
+  background-color: $topnav_bg;
 }
 
 .site-title__logo {
@@ -542,23 +508,6 @@ a.link_button_green_large {
       right: 4px;
     }
   }
-
-  /* Pad evenly top and bottom on smaller devices */
-  #logo_wrapper{
-
-    @include respond-min( $main_menu-mobile_menu_cutoff ){
-      @include lte-ie7 {
-        padding-bottom: 2em;
-      }
-    }
-    @media(max-width: $main_menu-mobile_menu_cutoff ){
-      padding: 0.5em 0 0.5em 0.9375em;
-      img {
-        height: 30px;
-      }
-    }
-  }
-
 }
 
 
@@ -601,7 +550,7 @@ div.correspondence {
 
 .incoming.correspondence {
   border-top: 8px solid $color_secondary;
-  a {
+  .correspondence_text a {
     color: $color_secondary;
   }
   a.link_to_this {
@@ -616,6 +565,11 @@ div.correspondence {
   }
 }
 
+a.correspondence__header__date,
+a.correspondence__header__date:visited {
+  color: #777;
+}
+
 .describe_state_form input[type="radio"] + label {
   display:inline;
 }
@@ -658,6 +612,14 @@ a.link_to_this {
   }
 }
 
+.sidebar {
+  .new-request-cta {
+    .new-request__make-new-requests {
+      @include button-primary();
+    }
+  }
+}
+
 .feed_link_sidebar .link_button_green {
   @include button-primary();
 }
@@ -696,6 +658,10 @@ a.link_to_this {
   color: $status-success;
 }
 
+.request-status-message {
+  color: $color_black;
+}
+
 /* Attachments*/
 
 .view_html_prefix {
@@ -852,6 +818,29 @@ dt {
     }
   }
 
+  .intro__title {
+    color: $color_white;
+    text-shadow: 0 1px 2px transparentize($color_black, 0.7);
+  }
+
+  .new-request__content {
+    background-color: $color_neutral_dark;
+    border-radius: 5px;
+    padding: 1.888888889em;
+  }
+
+  .new-request__title {
+    color: $color_white;
+    font-size: 1.4375em;
+    margin: 0 0 0.5em;
+  }
+
+  .new-request__description {
+    color: transparentize($color_white, 0.2);
+    @include ie8 {
+      color: $color_white;
+    }
+  }
   .new-request__make-new-requests {
     @include button-base;
     background-color: desaturate(darken($color_secondary, 10%), 5%);
@@ -864,26 +853,3 @@ dt {
   }
 }
 
-.intro__title {
-  color: $color_white;
-  text-shadow: 0 1px 2px transparentize($color_black, 0.7);
-}
-
-.new-request__content {
-  background-color: $color_neutral_dark;
-  border-radius: 5px;
-  padding: 1.888888889em;
-}
-
-.new-request__title {
-  color: $color_white;
-  font-size: 1.4375em;
-  margin: 0 0 0.5em;
-}
-
-.new-request__description {
-  color: transparentize($color_white, 0.2);
-  @include ie8 {
-    color: $color_white;
-  }
-}
diff --git a/lib/alavetelitheme.rb b/lib/alavetelitheme.rb
index c8611d5..c245617 100644
--- a/lib/alavetelitheme.rb
+++ b/lib/alavetelitheme.rb
@@ -3,15 +3,15 @@ theme_name.gsub!('-', '_')
 THEME_NAME = theme_name
 
 class ActionController::Base
-    # The following prepends the path of the current theme's views to
-    # the "filter_path" that Rails searches when deciding which
-    # template to use for a view.  It does so by creating a method
-    # uniquely named for this theme.
-    path_function_name = "set_view_paths_for_#{THEME_NAME}"
-    before_filter path_function_name.to_sym
-    send :define_method, path_function_name do
-        self.prepend_view_path File.join(File.dirname(__FILE__), "views")
-    end
+  # The following prepends the path of the current theme's views to
+  # the "filter_path" that Rails searches when deciding which
+  # template to use for a view.  It does so by creating a method
+  # uniquely named for this theme.
+  path_function_name = "set_view_paths_for_#{THEME_NAME}"
+  before_filter path_function_name.to_sym
+  send :define_method, path_function_name do
+    self.prepend_view_path File.join(File.dirname(__FILE__), "views")
+  end
 end
 
 # In order to have the theme lib/ folder ahead of the main app one,
@@ -27,7 +27,7 @@ end
 for patch in ['controller_patches.rb',
               'model_patches.rb',
               'patch_mailer_paths.rb']
-    require File.expand_path "../#{patch}", __FILE__
+  require File.expand_path "../#{patch}", __FILE__
 end
 
 # Note you should rename the file at "config/custom-routes.rb" to
@@ -36,19 +36,19 @@ $alaveteli_route_extensions << 'custom-routes.rb'
 
 # Prepend the asset directories in this theme to the asset path:
 ['stylesheets', 'images', 'javascripts'].each do |asset_type|
-    theme_asset_path = File.join(File.dirname(__FILE__),
-                                 '..',
-                                 'assets',
-                                 asset_type)
-    Rails.application.config.assets.paths.unshift theme_asset_path
+  theme_asset_path = File.join(File.dirname(__FILE__),
+                               '..',
+                               'assets',
+                               asset_type)
+  Rails.application.config.assets.paths.unshift theme_asset_path
 end
 
 # Tell FastGettext about the theme's translations: look in the theme's
 # locale-theme directory for a translation in the first place, and if
 # it isn't found, look in the Alaveteli locale directory next:
 repos = [
-    FastGettext::TranslationRepository.build('app', :path=>File.join(File.dirname(__FILE__), '..', 'locale-theme'), :type => :po),
-    FastGettext::TranslationRepository.build('app', :path=>'locale', :type => :po)
+  FastGettext::TranslationRepository.build('app', :path=>File.join(File.dirname(__FILE__), '..', 'locale-theme'), :type => :po),
+  FastGettext::TranslationRepository.build('app', :path=>'locale', :type => :po)
 ]
 FastGettext.add_text_domain 'app', :type=>:chain, :chain=>repos
 FastGettext.default_text_domain = 'app'
diff --git a/lib/config/custom-routes.rb b/lib/config/custom-routes.rb
index 5aeb7c2..6d4cda4 100644
--- a/lib/config/custom-routes.rb
+++ b/lib/config/custom-routes.rb
@@ -1,8 +1,8 @@
 # Here you can override or add to the pages in the core website
 
 Rails.application.routes.draw do
-    # brand new controller example
-    match '/mycontroller' => 'general#mycontroller'
-    # Additional help page example
-    match '/help/help_out' => 'help#help_out'
+  # brand new controller example
+  # match '/mycontroller' => 'general#mycontroller'
+  # Additional help page example
+  # match '/help/help_out' => 'help#help_out'
 end
diff --git a/lib/controller_patches.rb b/lib/controller_patches.rb
index 9959f86..5c48e70 100644
--- a/lib/controller_patches.rb
+++ b/lib/controller_patches.rb
@@ -5,14 +5,15 @@
 # See http://stackoverflow.com/questions/7072758/plugin-not-reloading-in-development-mode
 #
 Rails.configuration.to_prepare do
-    # Example adding an instance variable to the frontpage controller
-    GeneralController.class_eval do
-        def mycontroller
-            @say_something = "Greetings friend"
-        end
-    end
-    HelpController.class_eval do
-        def help_out
-        end
-    end
+  # Example adding an instance variable to the frontpage controller
+  # GeneralController.class_eval do
+  #   def mycontroller
+  #     @say_something = "Greetings friend"
+  #   end
+  # end
+  # Example adding a new action to an existing controller
+  # HelpController.class_eval do
+  #   def help_out
+  #   end
+  # end
 end
diff --git a/lib/customstates.rb b/lib/customstates.rb
index c09eb8c..d801c92 100644
--- a/lib/customstates.rb
+++ b/lib/customstates.rb
@@ -1,50 +1,66 @@
-# See `doc/THEMES.md` for more explanation of this file
-# This example adds a "transferred" state to requests.
+# See `http://alaveteli.org/docs/customising/themes/#customising-the-request-states`
+# for more explanation of this file
 
 module InfoRequestCustomStates
 
-    def self.included(base)
-        base.extend(ClassMethods)
-    end
+  def self.included(base)
+    base.extend(ClassMethods)
+  end
+
+  # Work out what the situation of the request is. In addition to
+  # values of self.described_state, in base Alaveteli can return
+  # these (calculated) values:
+  #   waiting_classification
+  #   waiting_response_overdue
+  #   waiting_response_very_overdue
+  def theme_calculate_status
+    # just fall back to the core calculation
+    return self.base_calculate_status
+  end
+
+  # Mixin methods for InfoRequest
+  module ClassMethods
 
-    # Work out what the situation of the request is. In addition to
-    # values of self.described_state, in base Alaveteli can return
-    # these (calculated) values:
-    #   waiting_classification
-    #   waiting_response_overdue
-    #   waiting_response_very_overdue
-    def theme_calculate_status
-        # just fall back to the core calculation
-        return self.base_calculate_status
+    # Return the name of a custom status.
+    # Example of how to add a custom status:
+    # def theme_display_status(status)
+    #     if status == 'transferred'
+    #         _("Transferred.")
+    #     else
+    #         raise _("unknown status ") + status
+    #     end
+    # end
+    def theme_display_status(status)
+      raise _("unknown status ") + status
     end
 
-    # Mixin methods for InfoRequest
-    module ClassMethods 
-        def theme_display_status(status)
-            if status == 'transferred'
-                _("Transferred.")
-            else
-                raise _("unknown status ") + status        
-            end
-        end
-
-        def theme_extra_states
-            return ['transferred']
-        end
+    # Return the list of custom statuses added by the theme.
+    # Example of how to add a custom status:
+    # def theme_extra_states
+    #     return ['transferred']
+    # end
+    def theme_extra_states
+      return []
     end
+
+  end
 end
 
 module RequestControllerCustomStates
 
-    def theme_describe_state(info_request)
-        # called after the core describe_state code.  It should
-        # end by raising an error if the status is unknown
-        if info_request.calculate_status == 'transferred'
-            flash[:notice] = _("Authority has transferred your request to a different public body.")
-            redirect_to request_url(@info_request)
-        else
-            raise "unknown calculate_status " + info_request.calculate_status
-        end
-    end
+  # `theme_describe_state` is called after the core describe_state code.
+  # It should end by raising an error if the status is unknown.
+  # Example of how to add a custom status:
+  # def theme_describe_state(info_request)
+  #   if info_request.calculate_status == 'transferred'
+  #     flash[:notice] = _("Authority has transferred your request to a different public body.")
+  #       redirect_to request_url(@info_request)
+  #   else
+  #     raise "unknown calculate_status " + info_request.calculate_status
+  #   end
+  # end
+  def theme_describe_state(info_request)
+    raise "unknown calculate_status " + info_request.calculate_status
+  end
 
 end
diff --git a/lib/model_patches.rb b/lib/model_patches.rb
index 8abd4e8..b0c906f 100644
--- a/lib/model_patches.rb
+++ b/lib/model_patches.rb
@@ -5,11 +5,17 @@
 # See http://stackoverflow.com/questions/7072758/plugin-not-reloading-in-development-mode
 #
 Rails.configuration.to_prepare do
-    OutgoingMessage.class_eval do
-        # Add intro paragraph to new request template
-        def default_letter
-            return nil if self.message_type == 'followup'
-            #"If you uncomment this line, this text will appear as default text in every message"    
-        end
-    end        
+
+  # Example of adding a default text to each message
+  # OutgoingMessage.class_eval do
+  #   # Add intro paragraph to new request template
+  #   def default_letter
+  #     # this line allows the default_letter text added by this
+  #     # method to be replaced by the value supplied by the API
+  #     # e.g. http://demo.alaveteli.org/new/tgq?default_letter=this+is+a+test
+  #     return @default_letter if @default_letter
+  #     return nil if self.message_type == 'followup'
+  #     "If you uncomment this line, this text will appear as default text in every message"
+  #   end
+  # end
 end
diff --git a/lib/patch_mailer_paths.rb b/lib/patch_mailer_paths.rb
index 7a524fa..99da10a 100644
--- a/lib/patch_mailer_paths.rb
+++ b/lib/patch_mailer_paths.rb
@@ -3,8 +3,8 @@
 # See http://stackoverflow.com/questions/7072758/plugin-not-reloading-in-development-mode
 #
 Rails.configuration.to_prepare do
-    # Override mailer templates with theme ones. Note doing this in a before_filter,
-    # as we do with the controller paths, doesn't seem to have any effect when
-    # running in production
-    ActionMailer::Base.prepend_view_path File.join(File.dirname(__FILE__), "views")
+  # Override mailer templates with theme ones. Note doing this in a before_filter,
+  # as we do with the controller paths, doesn't seem to have any effect when
+  # running in production
+  ActionMailer::Base.prepend_view_path File.join(File.dirname(__FILE__), "views")
 end
diff --git a/lib/views/general/mycontroller.html.erb b/lib/views/general/mycontroller.html.erb
deleted file mode 100644
index ad642d3..0000000
--- a/lib/views/general/mycontroller.html.erb
+++ /dev/null
@@ -1,7 +0,0 @@
-<% @title = "My new controller" %>
-
-<h1>My new controller</h1>
-
-<p>This is a view of a controller that does almost nothing, except output the words <code><%= @say_something %></code></p>
-
-
diff --git a/lib/views/help/_sidebar.html.erb b/lib/views/help/_sidebar.html.erb
index 958fd78..e92ea43 100644
--- a/lib/views/help/_sidebar.html.erb
+++ b/lib/views/help/_sidebar.html.erb
@@ -1,21 +1,18 @@
-<div id="right_column_flip">
-    <h2>Help pages</h2>
-    <ul class="no_bullets">
-        <li><%= link_to_unless_current "Introduction", help_about_path %></li>
-        <li><%= link_to_unless_current "Making requests", help_requesting_path %></li>
-        <li><%= link_to_unless_current "Your privacy", help_privacy_path %></li>
-        <li><%= link_to_unless_current "FOI officers", help_officers_path %></li>
-        <li><%= link_to_unless_current "About the software", help_alaveteli_path %></li>
-        <li><%= link_to_unless_current "Credits", help_credits_path %></li>
-        <li><%= link_to_unless_current "Programmers API", help_api_path %></li>
-        <li><%= link_to_unless_current "Help us", help_general_path(:action => 'help_out') %></li>
-        <li><%= link_to_unless_current "Advanced search", advanced_search_path %></li>
-    </ul>
-
-    <h2 id="contact">Contact us</h2>
-    <p>If your question isn't answered here, or you just wanted to let us know
-    something about the site, <a href="<%= help_contact_path %>">contact&nbsp;us</a>.
-    </p>
-</div>
-
+<div id="right_column_flip" class="right_column_flip">
+<h2>Help pages</h2>
+<ul class="no_bullets">
+  <li><%= link_to_unless_current "Introduction", help_about_path %></li>
+  <li><%= link_to_unless_current "Making requests", help_requesting_path %></li>
+  <li><%= link_to_unless_current "Your privacy", help_privacy_path %></li>
+  <li><%= link_to_unless_current "FOI officers", help_officers_path %></li>
+  <li><%= link_to_unless_current "About the software", help_alaveteli_path %></li>
+  <li><%= link_to_unless_current "Credits", help_credits_path %></li>
+  <li><%= link_to_unless_current "Programmers API", help_api_path %></li>
+  <li><%= link_to_unless_current "Advanced search", advanced_search_path %></li>
+</ul>
 
+<h2 id="contact" class="contact">Contact us</h2>
+<p>If your question isn't answered here, or you just wanted to let us know
+  something about the site, <a href="<%= help_contact_path %>">contact&nbsp;us</a>.
+</p>
+</div>
\ No newline at end of file
diff --git a/lib/views/help/_why_they_should_reply_by_email.html.erb b/lib/views/help/_why_they_should_reply_by_email.html.erb
index faaa2b2..1dfdcae 100644
--- a/lib/views/help/_why_they_should_reply_by_email.html.erb
+++ b/lib/views/help/_why_they_should_reply_by_email.html.erb
@@ -1,3 +1,3 @@
-The law, the Ministry of Justice and the Information Commissioner all say that an email is sufficient (<a href="<%= help_page_url %>#full_address">more details</a>).
+The laws says that an email is sufficient (<a href="<%= help_page_url(:anchor => 'full_address') %>">more details</a>).
 
 At the bottom of this page, write a reply to the authority explaining this to them.
diff --git a/lib/views/help/about.es.html.erb b/lib/views/help/about.es.html.erb
deleted file mode 100644
index 9588249..0000000
--- a/lib/views/help/about.es.html.erb
+++ /dev/null
@@ -1,8 +0,0 @@
-<% @title = "Sobre" %>
-<%#-*- coding: utf8 -*-%>
-<%= render :partial => 'sidebar' %>
-
-<div id="left_column_flip">
- <h1>¡Bonjiorno amis!</h1>
- <p>Esta sito tu aidare a faire los requestio</p>
-</div>
diff --git a/lib/views/help/about.html.erb b/lib/views/help/about.html.erb
index a2b5ef2..9f7d7d5 100644
--- a/lib/views/help/about.html.erb
+++ b/lib/views/help/about.html.erb
@@ -2,8 +2,79 @@
 
 <%= render :partial => 'sidebar' %>
 
-<div id="left_column_flip">
- <h1 id="introduction">Introduction to <%= site_name %> <a href="#introduction">#</a> </h1> <p>This is a custom "about" page</p>
-</div>
+<div id="left_column_flip" class="left_column_flip">
+  <h1 id="introduction">Introduction to <%= site_name %> <a href="#introduction">#</a></h1>
+  <dl>
+
+    <dt id="purpose">What is <%= site_name %> for? <a href="#purpose">#</a> </dt>
+    <dd>To help you find out inside information about what the government
+      is doing.
+    </dd>
+
+    <dt id="premise">How does the site work? <a href="#premise">#</a> </dt>
+    <dd>You choose the public authority that you would like information from, then
+      write a brief note describing what you want to know. We then send your request
+      to the public authority. Any response they make is automatically published on the
+      website for you and anyone else to find and read.
+    </dd>
+
+    <dt id="whybother_me">Why would I bother to do this? <a href="#whybother_me">#</a> </dt>
+    <dd>You pay taxes, and then government does things with the money. All sorts of
+      things that affect your life, from healthcare through to national defence. Some
+      it does badly, some it does well. The more we find out about how government
+      works, the better able we are to make suggestions to improve the things that
+      are done badly, and to celebrate the things that are done well.
+    </dd>
+
+    <dt id="whybother_them">Why would the public authority bother to reply? <a href="#whybother_them">#</a> </dt>
+    <dd>Under Freedom of Information (FOI) law, they have to respond. The response
+      will either contain the information you want, or give a valid legal reason why
+      it must be kept confidential.
+    </dd>
+
+    <dt id="reporting">What if I see a request I feel to be inappropriate? <a href="#reporting">#</a></dt>
+    <dd>
+      <p>
+        Requests for personal information and vexatious requests are not considered valid for FOI purposes (read more).
+      </p>
+
+      <p>
+        If you believe a request is not suitable, you can report it for attention by the site administrators.
+      </p>
+    </dd>
 
+    <dt id="reporting_unavailable">Why won't it let me report some requests? <a href="#reporting_unavailable">#</a></dt>
+    <dd>
+      <p>
+        If a request has already been reported to the site administrators, you
+        can't report it a second time - this is to prevent the administrators
+        being notified multiple times about the same issue before they've had
+        a chance to conduct a review.
+      </p>
 
+      <p>
+        Where a request has been previously reported but an administrator has
+        chosen not to hide it from public view, you can use the form in the
+        sidebar of the request page to contact the administrators if you still
+        think it should be hidden.
+      </p>
+    </dd>
+
+    <dt id="who">Who makes <%= site_name %> ? <a href="#who">#</a> </dt>
+    <dd><%= site_name %> runs on <a href="http://alaveteli.org">Alaveteli</a>, which was created and run by <a href="http://www.mysociety.org">mySociety</a>,
+      and was initially <a href="http://www.mysociety.org/2006/12/06/funding-for-freedom-of-information/">funded by the JRSST Charitable Trust</a>. mySociety is a project of the
+      registered charity <a href="http://www.ukcod.org.uk/UK_Citizens_Online_Democracy">UK Citizens Online Democracy</a>.
+      If you like what we're doing, then you can
+      <a href="https://secure.mysociety.org/donate/">make a donation</a>.
+    </dd>
+
+    <dt id="updates">How can I keep up with news about <%= site_name %>?<a href="#updates">#</a> </dt>
+    <dd>We have a <a href="<%= blog_path %>">blog</a><% if !MySociety::Config.get('TWITTER_USERNAME', '').empty? %> and a <a href=https://twitter.com/<%= MySociety::Config.get('TWITTER_USERNAME', '') %>>twitter feed</a><% end %>.
+    </dd>
+
+  </dl>
+
+  <p><strong>Next</strong>, read about <a href="<%= help_requesting_path %>">making requests</a> --&gt;</p>
+
+  <div id="hash_link_padding"></div>
+</div>
diff --git a/lib/views/help/alaveteli.html.erb b/lib/views/help/alaveteli.html.erb
new file mode 100644
index 0000000..ebf659e
--- /dev/null
+++ b/lib/views/help/alaveteli.html.erb
@@ -0,0 +1,30 @@
+<% @title = "Making requests" %>
+
+<%= render :partial => 'sidebar' %>
+<div id="left_column_flip" class="left_column_flip">
+  <% if params[:country_name] %>
+    <h1><%= _("Would you like to see a website like this in your country?") %></h1>
+  <% else %>
+    <h1>Powered by Alaveteli</h1>
+  <% end %>
+  <p>This website is powered by Alaveteli.  Alaveteli is free software
+    for making Freedom of Information requests.  It can easily be
+    translated into any language, and customised for variations of FOI
+    law.</p>
+
+  <p>The development of Alaveteli is sponsored and supported by a
+    number of foundations and charities who are interested in
+    transparency across the world.</p>
+
+  <p>If you would like to set up an Alaveteli website in your own
+    country, we can help.  You will need a few days to get the site
+    configured and ready to use, and will then have to spend at least an
+    hour a week moderating and managing the site (more for busy
+    websites).</p>
+
+  <p>Read more on the <a href="http://alaveteli.org">Alaveteli
+      website</a>, or <a href="mailto:hello@alaveteli.org">drop us an
+      email</a>.</p>
+
+  <div id="hash_link_padding"></div>
+</div>
\ No newline at end of file
diff --git a/lib/views/help/api.html.erb b/lib/views/help/api.html.erb
index 5f27c2e..2055fbf 100644
--- a/lib/views/help/api.html.erb
+++ b/lib/views/help/api.html.erb
@@ -1,83 +1,90 @@
-<% @title = "Application Programming Interface - API" %>
+<% @title = "About our API" %>
 
 <%= render :partial => 'sidebar' %>
 
-<div id="left_column_flip">
-<h1><%=@title %></h1>
-
-<h2> Introduction </h2>
-
-<p>This page explains how programmers can make other websites and software
-interact with <%= site_name %> via an "API".
-</p>
-
-<p><%= site_name %> does not have a full API yet, but we are gradually adding
-lots of things that are similar in use to an API as they are requested.
-</p>
-
-<hr>
-
-<h2> 1. Linking to new requests </h2>
-
-<p>To encourage your users to make requests to a particular public authority, use URLs of the form:
-<%= link_to new_request_to_body_url(:url_name => "liverpool_city_council") , new_request_to_body_url(:url_name => "liverpool_city_council") %>.
-These are the parameters you can add to those URLs, either in the URL or from a form.
-
-<ul>
-    <li> <strong>title</strong> - default summary of the new request.</li>
-    <li> <strong>default_letter</strong> - default text of the body of the letter. The salutation (Dear...) and signoff (Yours...) are wrapped round this. </li>
-    <li> <strong>body</strong> - as an alternative to default_letter, this sets the default entire text of the request, so you can customise the salutation and signoff. </li>
-    <li> <strong>tags</strong> - space separated list of tags, so you can find and link up any requests made later, e.g. <em>openlylocal spending_id:12345</em>. The : indicates it is a machine tag. The values of machine tags may also include colons, useful for URIs.
-</ul>
-
-<hr>
-
-<h2> 2. RSS (actually, Atom) feeds </h2>
-
-<p>There are Atom feeds on most pages which list FOI requests, which you can
-use to get updates and links in XML format. Find the URL of the Atom feed in
-one of these ways: 
-<ul>
-    <li>Look for the <img src="/images/feed-16.png" alt=""> RSS feed links.</li>
-    <li>Examine the <tt>&lt;link rel="alternate" type="application/atom+xml"&gt;</tt> tag in the head of the HTML. </li>
-    <li>Add <tt>/feed</tt> to the start of another URL.
-</ul>
-
-<p>In particular, even complicated search queries have Atom feeds.
-You can do all sorts of things with them, such as query by authority, by file
-type, by date range, or by status. See the <a href="/search">advanced search
-tips</a> for details.
-
-<hr>
-
-<h2> 3. JSON structured data </h2>
-
-<p>Quite a few pages have JSON versions, which let you download information about
-objects in a structured form. Find them by:
-<ul>
-    <li>Adding <tt>.json</tt> to the end of the URL. </li>
-    <li>Look for the <tt>&lt;link rel="alternate" type="application/json"&gt;</tt> tag in the head of the HTML. </li>
-</ul>
-</p>
-
-<p>Requests, users and authorities all have JSON versions containing basic
-information about them. Every Atom feed has a JSON equivalent, containing
-information about the list of events in the feed.
-</p>
-
-<hr>
-<h2> 4. Spreadsheet of all authorities </h2>
-
-<p>
-A spreadsheet file listing every body in <%= site_name %> is available:
-<%= link_to "all-authorities.csv", all_public_bodies_csv_url() %>
-</p>
-
-<hr>
-
-<p>Please <a href="/help/contact">contact us</a> if you need an API feature that isn't there yet. It's
-very much a work in progress, and we do add things when people ask us to.</p>
-
-<div id="hash_link_padding"></div>
-
-</div>
+<div id="left_column_flip" class="left_column_flip">
+  <h1><%=@title %></h1>
+  <dl>
+    <dt>Introduction</dt>
+    <dd>
+      <p>This page explains how programmers can make other websites and software
+        interact with  <%= site_name %> via an "API".
+      </p>
+
+      <p> <%= site_name %> does not have a full API yet, but we are gradually adding
+        lots of things that are similar in use to an API as they are requested.
+      </p>
+    </dd>
+
+    <dt>Linking to new requests</dt>
+    <dd>
+      <p>To encourage your users to make links to a particular public authority, use URLs of the form
+        <%= link_to new_request_to_body_path(:url_name => "liverpool_city_council") , new_request_to_body_path(:url_name => "liverpool_city_council") %>.
+        These are the parameters you can add to those URLs, either in the URL or from a form.
+      </p>
+        <ul>
+          <li> <strong>title</strong> - default summary of the new request.</li>
+          <li> <strong>default_letter</strong> - default text of the body of the letter. The salutation (Dear...) and signoff (Yours...) are wrapped round this. </li>
+          <li> <strong>body</strong> - as an alternative to default_letter, this sets the default entire text of the request, so you can customise the salutation and signoff. </li>
+          <li> <strong>tags</strong> - space separated list of tags, so you can find and link up any requests made later, e.g. <em>openlylocal spending_id:12345</em>. The : indicates it is a machine tag. The values of machine tags may also include colons, useful for URIs.
+        </ul>
+    </dd>
+
+    <dt>RSS (actually, Atom) feeds</dt>
+    <dd>
+      <p>There are Atom feeds on most pages which list FOI requests, which you can
+        use to get updates and links in XML format. Find the URL of the Atom feed in
+        one of these ways:
+      </p>
+        <ul>
+          <li>Look for the <%= image_tag "feed-16.png", :alt => "RSS icon" %> RSS feed links.</li>
+          <li>Examine the <code>&lt;link rel="alternate" type="application/atom+xml"&gt;</code> tag in the head of the HTML. </li>
+          <li>Add <code>/feed</code> to the start of another URL.
+        </ul>
+
+        <p>In particular, even complicated search queries have Atom feeds.
+          You can do all sorts of things with them, such as query by authority, by file
+          type, by date range, or by status. See the <a href="<%= advanced_search_path %>">advanced search
+            tips</a> for details.
+        </p>
+    </dd>
+
+    <dt>JSON structured data</dt>
+    <dd>
+      <p>Quite a few pages have JSON versions, which let you download information about
+        objects in a structured form. Find them by:
+      </p>
+      <ul>
+        <li>Adding <code>.json</code> to the end of the URL. </li>
+        <li>Look for the <code>&lt;link rel="alternate" type="application/json"&gt;</code> tag in the head of the HTML. </li>
+      </ul>
+
+      <p>Requests, users and authorities all have JSON versions containing basic
+        information about them. Every Atom feed has a JSON equivalent, containing
+        information about the list of events in the feed.
+      </p>
+    </dd>
+
+    <dt>Spreadsheet of all authorities</dt>
+    <dd>
+      <p>
+        A spreadsheet file listing every body in <%= site_name %> is available:
+        <%= link_to "all-authorities.csv", all_public_bodies_csv_path %>
+      </p>
+
+    </dd>
+
+
+    <dt> 5. Write API </dt>
+    <dd>
+      <p>
+        The write API is designed to be used by authorities to create their own requests in the system. The API is currently used by mySociety's <a href="https://github.com/mysociety/foi-register">FOI Register software</a> to support using Alaveteli as a disclosure log for all FOI activity at a particular public body. More technical information about the write API is available on the <a href="https://github.com/mysociety/alaveteli/wiki/API#write-api">Alaveteli wiki</a>.
+      </p>
+    </dd>
+  </dl>
+
+  <p>Please <a href="<%= help_contact_path %>">contact us</a> if you need an API feature that isn't there yet. It's
+    very much a work in progress, and we do add things when people ask us to.</p>
+
+  <div id="hash_link_padding"></div>
+</div>
\ No newline at end of file
diff --git a/lib/views/help/contact.html.erb b/lib/views/help/contact.html.erb
new file mode 100644
index 0000000..5f467fe
--- /dev/null
+++ b/lib/views/help/contact.html.erb
@@ -0,0 +1,100 @@
+<% @title = "Contact us" %>
+
+<%= foi_error_messages_for :contact %>
+
+<h1><%= @title %></h1>
+
+<div id="contact_preamble" class="contact_preamble">
+
+  <% if !flash[:notice] %>
+    <h2>Contact an authority to get official information</h2>
+    <ul>
+      <li><a href="<%= new_request_path %>">Go here</a> to make a request, in public, for information
+        from public authorities.</li>
+
+      <li>
+        Asking for private information about yourself?
+        Please read our
+        <a href="<%= help_requesting_path(:anchor => 'data_protection') %>">help page</a>.
+      </li>
+    </ul>
+
+  <% end %>
+
+  <h2>Contact the <%= site_name %> team</h2>
+  <% if !flash[:notice] %>
+    <ul>
+      <li>
+        Please read the  <a href="<%= help_about_path %>">help page</a> first, as it may
+        answer your question quicker.
+      </li>
+
+      <li>We'd love to hear how you've found using this site.
+        Either fill in this form, or send an email to <a
+                            href="mailto:<%=@contact_email%>"><%=@contact_email%></a>
+      </li>
+
+      <li>We are a <strong>charity</strong> and not part of the
+        Government.</li>
+    </ul>
+  <% end %>
+</div>
+
+<%= form_for :contact do |f| %>
+
+  <% if not @user %>
+    <p>
+      <label class="form_label" for="contact_name">Your name:</label>
+      <%= f.text_field :name, :size => 20 %>
+      (or <%= link_to "sign in", signin_path(:r => request.fullpath) %>)
+    </p>
+
+    <p>
+      <label class="form_label" for="contact_email">Your email:</label>
+      <%= f.text_field :email, :size => 20 %>
+    </p>
+  <% end %>
+
+  <p>
+    <label class="form_label" for="contact_subject">Subject:</label>
+    <%= f.text_field :subject, :size => 50 %>
+  </p>
+
+  <p>
+    <label class="form_label" for="contact_message">Message to website:</label>
+    <%= f.text_area :message, :rows => 10, :cols => 60 %>
+  </p>
+
+  <p style="display:none;">
+    <%= f.label :comment, 'Do not fill in this field' %>
+    <%= f.text_field :comment %>
+  </p>
+
+  <% if !@last_request.nil? %>
+    <p>
+      <label class="form_label" for="contact_message">Include link to request:</label>
+      <%=request_link(@last_request) %>
+      <%= submit_tag "remove", :name => 'remove' %>
+    </p>
+  <% end %>
+  <% if !@last_body.nil? %>
+    <p>
+      <label class="form_label" for="contact_message">Include link to authority:</label>
+      <%=public_body_link(@last_body) %>
+      <%= submit_tag "remove", :name => 'remove' %>
+    </p>
+  <% end %>
+
+  <p class="form_note">
+    We can only help you with <strong>technical problems</strong>, or questions
+    about Freedom of Information.
+  </p>
+
+
+  <div class="form_button">
+    <%= hidden_field_tag(:submitted_contact_form, 1) %>
+    <%= submit_tag "Send message to the charity", :disable_with => "Sending..." %>
+    &lt;-- we run this site, not the Government!
+  </div>
+
+<% end %>
\ No newline at end of file
diff --git a/lib/views/help/credits.html.erb b/lib/views/help/credits.html.erb
index bc493bc..dc034c3 100644
--- a/lib/views/help/credits.html.erb
+++ b/lib/views/help/credits.html.erb
@@ -1,92 +1,59 @@
-<% @title = "Credit where credit is due" %>
+<% @title = "Credit where credit’s due" %>
 
 <%= render :partial => 'sidebar' %>
-<div id="left_column_flip">
+<div id="left_column_flip" class="left_column_flip">
+<h1 id="credits"><%= @title %> <a href="#credits">#</a> </h1>
 
-<h1 id="credits"><%= @title%> <a href="#credits">#</a> </h1>
+<p>Alaveteli, the software that powers <%= site_name %>, is a project of <a href="https://www.mysociety.org">mySociety</a>, a UK organisation. mySociety builds websites that empower citizens to hold authorities to account. And this is one of those sites.</p>
 
 <dl>
-
-<dt id="thanks">Which people made <%= site_name %>? <a href="#thanks">#</a> </dt>
-<dd>Oh, nearly everyone (and <a href="http://www.mysociety.org/helpus">maybe you too</a>)! 
-<ul>
-<li>
-    <a href="http://www.yrtk.org">Heather Brooke</a> 
-    (<a href="http://www.guardian.co.uk/politics/2008/mar/29/houseofcommons.michaelmartin?gusrc=rss&amp;feed=worldnews">vampy!</a>) has
-    been pushing the idea of a UK FOI archive for years now.
-</li>
-<li>
-    Both Phil Rodgers and <a href="http://www.flourish.org/blog/">Francis Irving</a>
-    entered it in a mySociety competition for ideas for public interest websites to build.
-</li>
-<li>
-    <a href="http://www.mysociety.org/2006/09/27/the-mysociety-call-for-proposals-the-winner-and-runners-up/">It won</a>, 
-    and then Chris Lightfoot (<a href="http://mk.ucant.org/archives/000129.html">RIP :(</a>) 
-    thought up the wheeze of intercepting email responses to requests and
-    automatically publishing them.  
-</li>
-<li>
-    Tom Steinberg got the cash to pay for the site from
-    <a href="http://www.jrrt.org.uk/">a dead chocolate mogul</a> (<em>thank you!</em>) ...
-</li>
-<li>
-    ... so that Francis Irving, Angie Ahl, Tommy Martin, Louise Crow, Matthew Somerville
-    and Tom Steinberg could do the complex mixture of design and coding to build
-    what you see today. 
-</li>
-<li> 
-    Thanks particularly to Julian Todd (<a href="http://www.freesteel.co.uk/wpblog/">great blog!</a>), 
-    Francis Davey, and Etienne Pollard for using the site early on and giving
-    feedback (and/or legal advice!), and also to all our other users and
-    testers.  
-</li>
-<li>
-    The amazing team of volunteers who run the site, answer your support
-    emails, maintain the database of public authorities and 
-    <a href="http://www.mysociety.org/2009/10/13/behind-whatdotheyknow/">so much more</a>.
-    Thanks to John Cross, Ben Harris, Adam McGreggor, Alex Skene,
-    Richard Taylor.
-</li>
-<li>
-    Volunteers who have provided patches to the code - thanks Peter Collingbourne
-    and Tony Bowden. 
-</li>
-<li>
-    Everyone who has helped look up FOI email addresses.
-</li>
-<li>
-    We couldn't do any of this without those
-    <a href="http://www.ukcod.org.uk/UKCOD_Trustees">crazy people</a> who volunteer,
-    amongst many other things, to do the accounts and fill in our VAT return.
-</li>
-<li>
-    Finally, all the officers and servants who have answered the many requests
-    made through the site. Their diligence, patience and professionalism is
-    what has actually made the information that you see here. Thank them for
-    helping make Government more transparent.
-</li>
-</ul>
-You're all stars.
+<dt id="development">Development <a href="#development">#</a></dt>
+<dd>
+ Hearty cheers to <a href="http://alaveteli.org/">Alaveteli</a>&rsquo;s many <a href="https://github.com/mysociety/alaveteli/graphs/contributors">contributors</a>.</p>
 </dd>
 
-<dt id="helpus">Can I help out? <a href="#helpus">#</a> </dt>
+<dt id="helpus">How to help <a href="#helpus">#</a></dt>
 <dd>
-    <p>Yes please! We're built out of our supporters and volunteers.</p>
-    <ul>
-    <li>You can <a href="https://secure.mysociety.org/donate/">make a donation</a>. We're a registered charity.</li>
-    <li>Help people find successful requests, and monitor performance of authorities, by 
-    <a href="/categorise/play">playing the categorisation game</a>. </li>
-    <li>Find out FOI email addresses of <a href="/help/requesting#missing_body">authorities that we're missing</a>.</li>
-    <li>Write a blog post about either <%= site_name %> or an interesting request that you've
-    found. Post about it on a forum that you frequent. Tell friends about it.</li> <li>If you're
-    a programmer, get the source code for our parent project, <a href="http://alaveteli.org">Alaveteli</a>
-    and tell us about patches we can pull. It's made in Ruby on Rails.
-    <li>Read more about <a href="http://www.mysociety.org/helpus/">volunteering with mySociety</a>.
-    </ul>
+  <dt id="volunteer">Become a volunteer <a href="#volunteer">#</a></dt>
+  <dd>
+    <p>If you have a passion for transparency, a great deal of patience, and a bit of spare time, consider becoming one of <%= site_name %>'s volunteer admin team. Work includes user support, helping to resolve legal issues, and shaping the site’s direction, and is primarily managed via email.</p>
+    <p>In the first instance, <%= link_to 'get in touch', help_contact_path %>.</p>
+  </dd>
+
+  <dt id="donate">Make a donation <a href="#donate">#</a></dt>
+  <dd>
+    <p>mySociety, Alaveteli's parent organisation, is a charity. WhatDoTheyKnow, our most-visited Alaveteli site, costs thousands of pounds each year, for overheads such as servers, maintenance and development.</p>
+
+    <p>Your contributions, however small, really help. <a href="https://www.mysociety.org/donate/">Donate here</a>.</p>
+  </dd>
+
+  <dt id="classification">Sort things out <a href="#classification">#</a></dt>
+  <dd>
+    <p>Admin can be fun! Help people find successful requests, and monitor performance of authorities, by <a href="<%= categorise_play_path %>">playing the categorisation game</a>.</p>
+
+    <p>Or be a dear, and find out FOI email addresses of <a href="<%= help_requesting_path(:anchor => 'missing_bodies') %>">authorities that we're missing</a>.</p>
+  </dd>
+
+  <dt id="promote">Spread the word <a href="#promote">#</a></dt>
+  <dd>
+    <p>We don’t have a massive marketing budget, so word of mouth really helps.</p>
+      <ul>
+        <li>Write a blog post about <%= site_name %>, or an interesting request that you've found.</li>
+        <li>Post about the site, and what you can do with it, on a forum that you frequent.</li>
+        <li>Tell friends about it.</li>
+        <li>Let your local newspaper or community magazine know how useful we are.</li>
+        <li>Give a talk.</li>
+        <li><%= mail_to 'hello@mysociety.org', 'Ask us for leaflets', :encode => "javascript" %> to leave in your local library or coffee shop.</li>
+      </ul>
+  </dd>
 </dd>
 
+  <dt id="code">Improve our code <a href="#code">#</a></dt>
+  <dd>
+    <p>Seen something that could work better? If you're a programmer, <a href="https://github.com/mysociety/alaveteli/">get the source code</a> for our parent project, <a href="http://alaveteli.org/">Alaveteli</a> and send us a pull request. <%= site_name %> is coded in <a href="http://rubyonrails.org/">Ruby on Rails</a>.</p>
+  </dd>
+</dl>
 
 <div id="hash_link_padding"></div>
 
-
-</div>
+</div>
\ No newline at end of file
diff --git a/lib/views/help/help_out.html.erb b/lib/views/help/help_out.html.erb
deleted file mode 100644
index 6fadca4..0000000
--- a/lib/views/help/help_out.html.erb
+++ /dev/null
@@ -1,9 +0,0 @@
-<% @title = "Help out" %>
-
-<%= render :partial => 'sidebar' %>
-<div id="left_column_flip">
- <h1>Help us!</h1>
-
- <p>This is a custom "help out" page, showing how you can add new pages to Alaveteli from within a theme.</p>
-</div>
-
diff --git a/lib/views/help/officers.html.erb b/lib/views/help/officers.html.erb
index 6f87a47..f6be968 100644
--- a/lib/views/help/officers.html.erb
+++ b/lib/views/help/officers.html.erb
@@ -1,250 +1,208 @@
 <% @title = "FOI officer questions" %>
 
 <%= render :partial => 'sidebar' %>
-<div id="left_column_flip">
-
-<h1 id="officers"><%= @title %> <a href="#officers">#</a> </h1>
-
-<dl>
-
-<dt id="top">I just got here from bottom of an FOI request, what is going on? <a href="#top">#</a> </dt>
-
-<dd><p><%= site_name %> is a service run by a charity. It helps ordinary members
-of the public make FOI requests, and easily track and share the responses.</p>
-
-<p>The FOI request you received was made by someone using <%= site_name %>. You can
-simply reply to the request as you would any other request from an individual.
-The only difference is that your response will be automatically published on
-the Internet.
-</p>
-<p>If you have privacy or other concerns, please read the answers below.
-You might also like to read the <a
-href="/help/about">introduction to <%= site_name %></a> to find out more about what
-the site does from the point of view of a user. You can also search the
-site to find the authority that you work for, and view the status of
-any requests made using the site.
-
-<p>Finally, we welcome comments and
-thoughts from FOI officers, please <a href="/help/contact">get in touch</a>.
-</p>
-</dd>
-
-<dt id="responses">Why are you publishing responses to FOI requests? <a href="#responses">#</a> </dt>
-
-<dd>We think there are lots of benefits. Most importantly it will encourage the
-public to be more interested and involved in the work of government. We
-also hope that it will reduce the number of duplicate requests on any
-subject that a public body will receive. Given that Freedom of Information
-responses contain public information, which anybody could easily request
-again from the public authority, we think there should be no reason not to
-publish it widely.
-</dd>
-
-<dt id="realpeople">Are the people making requests real people? <a href="#realpeople">#</a> </dt>
-
-<dd>Yes. For the purposes of keeping track of responses we use
-computer-generated email addresses for each request. However, before
-they can send a request, each user must register on the site with a
-unique email address that we then verify. You can search this site and
-find a page listing all requests that each person has made.
-</dd>
-
-<dt id="email_only">An email isn't a sufficient address for an FOI request! <a href="#email_only">#</a> </dt>
-
-<dd>Yes it is. This
-<a href="http://www.whatdotheyknow.com/request/1142/response/2894/attach/5/20080806100741260.pdf">letter from the ICO to Rother District Council</a> gives guidance on the matter, specifically
-in the context of requests made via <%= site_name %>.
-</dd>
-
-<dt id="vexatious">Aren't you making lots of vexatious requests? <a href="#vexatious">#</a> </dt>
-
-<dd><p><%= site_name %> is not making any requests. We are sending requests on
-behalf of our users, who are real people making the requests. </p>
-<p>Look at it like this - if lots of different people made requests from
-different Hotmail email addresses, then you would not think that Microsoft were
-making vexatious requests. It is exactly the same if lots of requests are made
-via <%= site_name %>. Moreover, since all requests are public it is much easier
-for you to see if one of our users is making vexatious requests. </p>
-<p>If that isn't enough for you, the
-<a href="http://www.whatdotheyknow.com/request/1142/response/2894/attach/5/20080806100741260.pdf">letter from the ICO to Rother District Council</a> gives some guidance on the matter.</p>
-</dd>
-
-<dt id="spam_problems">I can see a request on <%= site_name %>, but we never got it by email!<a href="#spam_problems">#</a> </dt>
-
-<dd><p>If a request appears on the site, then we have attempted to send it to
-the authority by email. Any delivery failure messages will automatically
-appear on the site. You can check the address we're using with the "View FOI
-email address" link which appears on the page for the authority. <a
-href="/help/contact">Contact us</a> if there is a better address we can
-use.</p>
-<p>Requests are sometimes not delivered because they are quietly removed by
-"spam filters" in the IT department of the authority. Authorities can make
-sure this doesn't happen by asking their IT departments to "whitelist"
-any email from <strong>@<%= AlaveteliConfiguration::incoming_email_domain %></strong>.
-If you <a href="/help/contact">ask us</a> we will resend any request,
-and/or give technical details of delivery so an IT department can chase
-up what happened to the message.
-</p>
-<p>Finally, you can respond to any request from your web browser, without
-needing any email, using the "respond to request" link at the bottom of
-each request page.
-</dd>
-
-<dt id="days">How do you calculate the deadline shown on request pages?<a href="#days">#</a> </dt>
-
-<dd>
-<p>The Freedom of Information Act says:</p>
-
-<blockquote><p>A public authority must comply with section 1(1) <strong>promptly</strong> and
-in any event not later than the twentieth working day following the date of
-receipt.</p></blockquote>
-
-<p>The nerdy detail of exactly how weekends are counted, and what happens if
-the request arrives out of office hours, is just that - detail. What matters
-here is that the law says authorities must respond <strong>promptly</strong>.</p>
-
-<p>If you've got a good reason why the request is going to take a while to
-process, requesters find it really helpful if you can send a quick email with a
-sentence or two saying what is happening. </p>
-
-<p>FOI officers often have to do a lot of <strong>hard work</strong> to answer
-requests, and this is hidden from the public. We think it would help everyone
-to have more of that complexity visible.</p>
-
-</dd>
-
-<dt id="days2">But really, how do you calculate the deadline?<a href="#days2">#</a> </dt>
-
-<dd>
-
-<p>Please read the answer to the previous question first. Legally, authorities
-must respond <strong>promptly</strong> to FOI requests. If they fail to do that,
-it is best if they show the hard work they are doing by explaining what is
-taking the extra time to do.
-</p>
-
-<p>That said, <%= site_name %> does show the maximum legal deadline
-for response on each request. Here's how we calculate it.</p>
-
-<ul>
-
-<li>If the day we deliver the request by email is a working day, we count that
-as "day zero", even if it was delivered late in the evening. Days end at
-midnight.  We then count the next working day as "day one", and so on up to
-<strong>20 working days</strong>.</li>
-
-<li>If the day the request email was delivered was a non-working day, we count
-the next working day as "day one". Delivery is delivery, even if it happened on
-the weekend. Some authorities <a href="http://www.whatdotheyknow.com/request/policy_regarding_body_scans#incoming-1100">disagree with this</a>, our lawyer disagrees with them. </li>
-
-<li>Requesters are encouraged to mark when they have <strong>clarified</strong>
-their request so the clock resets, but sometimes they get this wrong. If you
-see a problem with a particular request, let us know and we'll fix it.</li>
-</ul>
-
-<p>The date thus calculated is shown on requests with the text "By law,
-Liverpool City Council should normally have responded by...". There is only
-one case which is not normal, see the next question about
-<a href="#public_interest_test">public interest test time extensions</a>.
-</p>
-
-<p>Schools are also a special case, which <%= site_name %> displays differently.
-</p>
-
-<ul>
-<li>Since June 2009, <strong>schools</strong> have "20 working days
-disregarding any working day which is not a school day, or 60 working days,
-whichever is first" (<a href="http://www.opsi.gov.uk/si/si2009/draft/ukdsi_9780111477632_en_1">FOI (Time for Compliance with Request) Regulations 2009</a>). <%= site_name %> indicates on requests to schools that the 20 day deadline is only
-during term time, and shows them as definitely overdue after 60 working days
-</li>
-</ul>
-
-<p>If you're getting really nerdy about all this, read the <a href="http://www.ico.gov.uk/upload/documents/library/freedom_of_information/detailed_specialist_guides/timeforcompliance.pdf">detailed ICO guidance</a>.
-Meanwhile, remember that the law says authorities must respond
-<strong>promptly</strong>. That's really what matters.</p>
-
-</dd>
-
-<dt id="public_interest_test">How do you reflect time extensions for public interest tests?<a href="#public_interest_test">#</a> </dt>
-
-<dd>
-
-<p>The Freedom of Information Act lets authorities claim an indefinite time
-extension when applying a <strong>public interest test</strong>.  Information
-Commissioner guidance says that it should only be used in "exceptionally
-complex" cases
-(<a href="http://www.ico.gov.uk/upload/documents/library/freedom_of_information/detailed_specialist_guides/foi_good_practice_guidance_4.pdf">FOI Good Practice Guidance No. 4</a>).
-<%= site_name %> doesn't specifically handle this case, which is why we use the
-phrase "should normally have responded by" when the 20 working day time is
-exceeded.
-</p>
-
-<p>The same guidance says that, even in exceptionally complex cases, no
-Freedom of Information request should take more than <strong>40 working days</strong>
-to answer.  <%= site_name %> displays requests which are overdue by that much
-with stronger wording to indicate they are definitely late.
-</p>
 
-<p>The Freedom of Information (Scotland) Act does not allow such a public
-interest extension. <%= site_name %> would like to see the law changed to either
-remove the extension from the UK Act, or to reintroduce an absolute time limit
-of 40 working days even with the extension (the House of Lords <a
-href="http://www.publicwhip.org.uk/division.php?date=2000-10-17&amp;number=1&amp;house=lords">voted
-to remove</a> provision for such a time limit during the initial passage
-of the UK Act through Parliament).
-</p>
-</dd>
+<div id="left_column_flip" class="left_column_flip">
+  <h1 id="officers"><%= @title %> <a href="#officers">#</a> </h1>
+
+  <dl>
+
+    <dt id="top">I just got here from bottom of an FOI request, what is going on? <a href="#top">#</a> </dt>
+
+    <dd><p><%= site_name %> is a service run by a charity. It helps ordinary members
+        of the public make FOI requests, and easily track and share the responses.</p>
+
+      <p>The FOI request you received was made by someone using <%= site_name %>. You can
+        simply reply to the request as you would any other request from an individual.
+        The only difference is that your response will be automatically published on
+        the Internet.
+      </p>
+      <p>If you have privacy or other concerns, please read the answers below.
+        You might also like to read the <a
+        href="<%= help_about_path %>">introduction to <%= site_name %></a> to find out more about what
+        the site does from the point of view of a user. You can also search the
+        site to find the authority that you work for, and view the status of
+        any requests made using the site.
+
+      <p>Finally, we welcome comments and
+        thoughts from FOI officers, please <a href="<%= help_contact_path %>">get in touch</a>.
+      </p>
+    </dd>
+
+    <dt id="responses">Why are you publishing responses to FOI requests? <a href="#responses">#</a> </dt>
+
+    <dd>We think there are lots of benefits. Most importantly it will encourage the
+      public to be more interested and involved in the work of government. We
+      also hope that it will reduce the number of duplicate requests on any
+      subject that a public body will receive. Given that Freedom of Information
+      responses contain public information, which anybody could easily request
+      again from the public authority, we think there should be no reason not to
+      publish it widely.
+    </dd>
+
+    <dt id="realpeople">Are the people making requests real people? <a href="#realpeople">#</a> </dt>
+
+    <dd>Yes. For the purposes of keeping track of responses we use
+      computer-generated email addresses for each request. However, before
+      they can send a request, each user must register on the site with a
+      unique email address that we then verify. You can search this site and
+      find a page listing all requests that each person has made.
+    </dd>
+
+    <dt id="email_only">An email isn't a sufficient address for an FOI request! <a href="#email_only">#</a> </dt>
 
-<dt id="large_file">How can I send a large file, which won't go by email?<a href="#large_file">#</a> </dt>
+    <dd>Yes it is. In the UK, this
+      <a href="https://www.whatdotheyknow.com/request/1142/response/2894/attach/5/20080806100741260.pdf">letter from the ICO to Rother District Council</a> gives guidance on the matter, specifically
+      in the context of requests made via WhatDoTheyKnow, a similar site to <%= site_name %>.
+    </dd>
+
+    <dt id="vexatious">Aren't you making lots of vexatious requests? <a href="#vexatious">#</a> </dt>
+
+    <dd><p><%= site_name %> is not making any requests. We are sending requests on
+        behalf of our users, who are real people making the requests. </p>
+      <p>Look at it like this - if lots of different people made requests from
+        different Hotmail email addresses, then you would not think that Microsoft were
+        making vexatious requests. It is exactly the same if lots of requests are made
+        via <%= site_name %>. Moreover, since all requests are public it is much easier
+        for you to see if one of our users is making vexatious requests. </p>
 
-<dd>Instead of email, you can respond to a request directly from your web
-browser, including uploading a file. To do this, choose "respond to request" at
-the bottom of the request's page. <a href="/help/contact">Contact us</a> if it
-is too big for even that (more than, say, 50Mb).
-</dd>
+    </dd>
 
-<dt id="names">Why do you publish the names of civil servants and the text of emails? <a href="#names">#</a> </dt>
+    <dt id="spam_problems">I can see a request on <%= site_name %>, but we never got it by email!<a href="#spam_problems">#</a> </dt>
+
+    <dd><p>If a request appears on the site, then we have attempted to send it to
+        the authority by email. Any delivery failure messages will automatically
+        appear on the site. You can check the address we're using with the "View FOI
+        email address" link which appears on the page for the authority. <a
+        href="<%= help_contact_path %>">Contact us</a> if there is a better address we can
+        use.</p>
+      <p>Requests are sometimes not delivered because they are quietly removed by
+        "spam filters" in the IT department of the authority. Authorities can make
+        sure this doesn't happen by asking their IT departments to "whitelist"
+        any email from <strong>@<%= AlaveteliConfiguration::incoming_email_domain %></strong>.
+        If you <a href="<%= help_contact_path %>">ask us</a> we will resend any request,
+        and/or give technical details of delivery so an IT department can chase
+        up what happened to the message.
+      </p>
+      <p>Finally, you can respond to any request from your web browser, without
+        needing any email, using the "respond to request" link at the bottom of
+        each request page.
+      </p>
+    </dd>
+
+    <dt id="days">How do you calculate the deadline shown on request pages?<a href="#days">#</a> </dt>
+
+    <dd>
+
+      <p>The Freedom of Information Act says:</p>
+
+      <blockquote><p>A public authority must comply with section 1(1) <strong>promptly</strong> and
+      in any event not later than the twentieth working day following the date of
+      receipt.</p></blockquote>
+
+      <p>The nerdy detail of exactly how weekends are counted, and what happens if
+        the request arrives out of office hours, is just that - detail. What matters
+        here is that the law says authorities must respond <strong>promptly</strong>.</p>
+
+      <p>If you've got a good reason why the request is going to take a while to
+        process, requesters find it really helpful if you can send a quick email with a
+        sentence or two saying what is happening. </p>
+
+      <p>FOI officers often have to do a lot of <strong>hard work</strong> to answer
+        requests, and this is hidden from the public. We think it would help everyone
+        to have more of that complexity visible.</p>
+
+    </dd>
+
+    <dt id="days2">But really, how do you calculate the deadline?<a href="#days2">#</a> </dt>
+
+    <dd>
+
+      <p>Please read the answer to the previous question first. Legally, authorities
+        must respond <strong>promptly</strong> to FOI requests. If they fail to do that,
+        it is best if they show the hard work they are doing by explaining what is
+        taking the extra time to do.
+      </p>
+
+      <p>That said, <%= site_name %> does show the maximum legal deadline
+        for response on each request. Here's how we calculate it.</p>
+
+      <ul>
+
+        <li>If the day we deliver the request by email is a working day, we count that
+          as "day zero", even if it was delivered late in the evening. Days end at
+          midnight.  We then count the next working day as "day one", and so on up to
+          <strong><%= AlaveteliConfiguration::reply_late_after_days %> working days</strong>.</li>
+
+        <li>If the day the request email was delivered was a non-working day, we count
+          the next working day as "day one". Delivery is delivery, even if it happened on
+          the weekend. Some authorities disagree with this, our lawyer disagrees with them. </li>
+
+        <li>Requesters are encouraged to mark when they have <strong>clarified</strong>
+          their request so the clock resets, but sometimes they get this wrong. If you
+          see a problem with a particular request, let us know and we'll fix it.</li>
+      </ul>
+
+      <p>The date thus calculated is shown on requests with the text "By law,
+        Liverpool City Council should normally have responded by...".
+      </p>
 
-<dd>We consider what officers or servants do in the course of their employment
-to be public information. We will only remove content in exceptional
-circumstances, see our <a href="/help/privacy#takedown">take down policy</a>.
-</dd>
+    </dd>
 
-<dt id="mobiles">Do you publish email addresses or mobile phone numbers? <a href="#mobiles">#</a> </dt>
+    <dt id="large_file">How can I send a large file, which won't go by email?<a href="#large_file">#</a> </dt>
 
-<dd><p>To prevent spam, we automatically remove most emails and some mobile numbers from
-responses to requests.  Please <a href="/help/contact">contact us</a> if we've
-missed one.
-For technical reasons we don't always remove them from attachments, such as certain PDFs.</p>
-<p>If you need to know what an address was that we've removed, please <a
-  href="<%= help_contact_path %>">get in touch with us</a>.
-  <% if AlaveteliConfiguration::enable_annotations %>
-    Occasionally, an email address forms an important part of a response
-    and we will post it up in an obscured form in an annotation.
-  <% end %>
-</p>
-</dd>
+    <dd>Instead of email, you can respond to a request directly from your web
+      browser, including uploading a file. To do this, choose "respond to request" at
+      the bottom of the request's page. <a href="<%= help_contact_path %>">Contact us</a> if it
+      is too big for even that (more than, say, 50Mb).
+    </dd>
+
+    <dt id="names">Why do you publish the names of civil servants and the text of emails? <a href="#names">#</a> </dt>
+
+    <dd>We consider what officers or servants do in the course of their employment
+      to be public information. We will only remove content in exceptional
+      circumstances, see our <a href="<%= help_privacy_path(:anchor => 'takedown') %>">take down policy</a>.
+    </dd>
 
-<dt id="copyright"><a name="commercial"></a>What is your policy on copyright of documents?<a href="#copyright">#</a> </dt>
-
-<dd>Our Freedom of Information law is "applicant blind", so anyone in the
-world can request the same document and get a copy of it.
-
-If you think our making a document available on the internet infringes your
-copyright, you may <a href="/help/contact">contact us</a> and ask us
-to take it down.  However, to save tax payers' money by preventing duplicate
-requests, and for good public relations, we'd advise you not to do that.
-</dd>
-
-</dl>
-
-
-</dl>
+    <dt id="mobiles">Do you publish email addresses or mobile phone numbers? <a href="#mobiles">#</a> </dt>
 
-<p><strong>If you haven't already</strong>, read <a href="/help/about">the introduction</a> --&gt;
-<br><strong>Otherwise</strong>, the <a href="/help/credits">credits</a> or the <a href="/help/api">programmers API</a> --&gt;
-
-<div id="hash_link_padding"></div>
+    <dd><p>To prevent spam, we automatically remove most emails and some mobile numbers from
+        responses to requests.  Please <a href="<%= help_contact_path %>">contact us</a> if we've
+        missed one.
+        For technical reasons we don't always remove them from attachments, such as certain PDFs.</p>
+    <p>If you need to know what an address was that we've removed, please <a
+      href="<%= help_contact_path %>">get in touch with us</a>.
+      <% if AlaveteliConfiguration::enable_annotations %>
+        Occasionally, an email address forms an important part of a response
+        and we will post it up in an obscured form in an annotation.
+      <% end %>
+    </p>
+    </dd>
 
+    <dt id="copyright"><a id="commercial"></a>What is your policy on copyright of documents?<a href="#copyright">#</a> </dt>
 
+    <dd>Our Freedom of Information law is "applicant blind", so anyone in the
+      world can request the same document and get a copy of it.
+
+      If you think our making a document available on the internet infringes your
+      copyright, you may <a href="<%= help_contact_path %>">contact us</a> and ask us
+      to take it down.  However, to save tax payers' money by preventing duplicate
+      requests, and for good public relations, we'd advise you not to do that.
+    </dd>
+
+    <dt id="allowed_responses">My response to an old request on <%= site_name %> has been bounced!<a href="#allowed_responses">#</a> </dt>
+      <dd>After six months of inactivity, <%= site_name %> limits who can respond to a request to stop
+      spammers targeting old requests. At that point, the request can only be responded to by someone who's
+      from the authority. After twelve months, the request is closed to responses from anyone. If you need an
+      old request to be re-opened so that you can respond to it, please <a href="<%= help_contact_path %>">
+      contact us</a>.
+      </dd>
+
+
+  </dl>
+
+  <p><strong>If you haven't already</strong>, read <a href="<%= help_about_path %>">the introduction</a> --&gt;
+    <br><strong>Otherwise</strong>, the <a href="<%= help_credits_path %>">credits</a> or the <a href="<%= help_api_path %>">programmers API</a> --&gt;
+
+    <div id="hash_link_padding"></div>
 </div>
diff --git a/lib/views/help/privacy.html.erb b/lib/views/help/privacy.html.erb
index 6f190ee..9330d5c 100644
--- a/lib/views/help/privacy.html.erb
+++ b/lib/views/help/privacy.html.erb
@@ -2,185 +2,182 @@
 
 <%= render :partial => 'sidebar' %>
 
-<div id="left_column_flip">
-<h1 id="privacy"><%= @title %> <a href="#privacy">#</a> </h1>
-
-<dl>
-
-<dt id="email_address">Who gets to see my email address? <a href="#email_address">#</a> </dt>
-
-<dd><p>We will not disclose your email address to anyone unless we are obliged to by law,
-or you ask us to. This includes the public authority that you are sending a
-request to.  They only get to see an email address
-@<%= AlaveteliConfiguration::incoming_email_domain %> which is specific to that request.  </p>
-<p>If you send a message to another user on the site, then it will reveal your
-email address to them. You will be told that this is going to happen.</p>
-</dd>
-
-<dt id="nasty_spam">Will you send nasty, brutish spam to my email address? <a href="#nasty_spam">#</a> </dt>
-<dd>Nope. After you sign up to <%= site_name %> we will only send you emails
-relating to a request you made, an email alert that you have signed up for,
-or for other reasons that you specifically authorise. We will never give or
-sell your email addresses to anyone else, unless we are obliged to by law, or
-you ask us to.
-</dd>
-
-<dt id="public_request">Why will my name and my request appear publicly on the site? <a href="#public_request">#</a> </dt>
-
-<dd>
-<p>We publish your request on the Internet so that anybody can read it and
-make use of the information that you have found. We do not normally delete
-requests (<a href="#delete_requests">more details</a>).
-</p>
-<p>
-Your name is tangled up with your request, so has to be published as well.
-It is only fair, as we're going to publish the name of the civil servant who
-writes the response to your request.  Using your real name also helps people
-get in touch with you to assist you with your research or to campaign with you.
-</p>
-<p>By law, you must use your real name for the request to be a valid Freedom of
-Information request. See the next question for alternatives if you do not want
-to publish your full name.
-</p>
-</dd>
-
-<dt id="real_name">Can I make an FOI request using a pseudonym? <a href="#real_name">#</a> </dt>
-
-
-<dd>
-<p>Technically, you must use your real name for your request to be a valid Freedom of Information request in law. See this
-<a href="http://www.ico.gov.uk/upload/documents/library/freedom_of_information/detailed_specialist_guides/name_of_applicant_fop083_v1.pdf">guidance from the Information Commissioner</a> (January 2009).
-</p>
-
-<p>However, the same guidance also says it is good practice for the public
-authority to still consider a request made using an obvious pseudonym.
-You should refer to this if a public authority refuses a request because you
-used a pseudonym.</p>
-
-<p>Be careful though, even if the authority follows this good practice, the
-pseudonym will probably make it impossible for you to complain to the
-Information Commissioner later about the handling of your request.
-</p>
-
-<p>There are several good alternatives to using a pseudonym.</p>
-
-<ul>
-<li>Use a different form of your name. The guidance says
-that "Mr Arthur Thomas Roberts" can make a valid request as "Arthur Roberts",
-"A. T. Roberts", or "Mr Roberts", but <strong>not</strong> as "Arthur" or "A.T.R.".
-</li>
-<li>Women may use their maiden name.</li>
-<li>In most cases, you may use any name by which you are "widely known and/or
-is regularly used".
-<li>Use the name of an organisation, the name of a company, the trading name of
-a company, or the trading name of a sole trader.
-<li>Ask someone else to make the request on your behalf.
-<li>You may, if you are really stuck, ask us to make the request on
-your behalf. Please <a href="/help/contact">contact us</a> with
-a good reason why you cannot make the request yourself and cannot
-ask a friend to. We don't have the resources to do this for everyone.
-</ul>
-
-<p>Please do not try to impersonate someone else.</p>
-
-</dd>
-
-<dt id="full_address">They've asked for my postal address! <a href="#full_address">#</a> </dt>
-
-<dd>
-<p>If a public authority asks you for your full, physical address, reply to them saying
-that section 8.1.b of the FOI Act asks for an "address for correspondence",
-and that the email address you are using is sufficient.
-</p>
-<p>
-The Ministry of Justice has <a href="http://www.justice.gov.uk/guidance/foi-procedural-what.htm">guidance
-on this</a> &ndash;
-<em>"As well as hard copy written correspondence, requests that are
-transmitted electronically (for example, in emails) are acceptable
-... If a request is received by email and no postal address is given, the email
-address should be treated as the return address."
-</em>
-</p>
-<p>As if that isn't enough, the Information Commissioner's
-<a href="http://www.ico.gov.uk/upload/documents/library/freedom_of_information/practical_application/foi_hints_for_practitioners_handing_foi_and_eir_requests_2008_final.pdf">Hints for Practitioners</a> say
-<em>"Any correspondence could include a request for information. If it is written (this includes e-mail), legible, gives the name of the applicant, an address for reply (which could be electronic), and includes a description of the information required, then it will fall within the scope of the legislation."</em>
-</p>
-</dd>
-
-<dt id="postal_answer">No no, they need a postal address to send a paper response! <a href="#postal_answer">#</a> </dt>
-
-<dd>
-<p>If an authority only has a paper copy of the information that you want,
-they may ask you for a postal address. To start with, try persuading them
-to scan in the documents for you. You can even <a href="http://www.whatdotheyknow.com/request/car_parking_charges_policy_and_a#outgoing-532">offer to gift them a scanner</a>, which in that particular case
-embarrassed the authority into finding one they had already.</p>
-
-<p>If that doesn't work, and you want to provide your postal address privately
-in order to receive the documents, mark your request as "They are going to reply by post", and it will
-give you an email address to use for that purpose.</p>
-</dd>
-
-<dt id="delete_requests">Can you delete my requests, or alter my name?  <a href="#delete_requests">#</a> </dt>
-
-<dd>
-
-<p><%= site_name %> is a permanent, public archive of Freedom of
-Information requests. Even though you may not find the response to
-a request useful any more, it may be of interest to others. For this
-reason, we will not delete requests.
-</p>
-
-<p>Under exceptional circumstances we may remove or change your name
-on the website, <a href="#takedown">see the next question</a>.
-Similarly, we may also remove other personal information.
-</p>
-
-<p>If you're worried about this before you make your request,
-see the section on <a href="#real_name">pseudonyms</a>.</p>
-
-</dd>
-
-<dt id="takedown">Can you take down personal information about me? <a href="#takedown">#</a> </dt>
-
-<dd>
-
-<p>If you see any personal information about you on the site which you'd like
-us to remove or hide, then please <a href="/help/contact">let us know</a>.
-Specify exactly what information you believe to be problematic and why, and
-where it appears on the site.</p>
-
-<p>If it is sensitive personal information that has been accidentally
-posted, then we will usually remove it. Normally we will only consider
-requests to remove personal information which come from the individual
-concerned, but for sensitive information we would appreciate anyone
-pointing out anything they see.</p>
-
-<p>We consider that there is a strong public interest in
-retaining the names of officers or servants of public authorities. We will only
-remove such names in exceptional circumstances, such as where the disclosure of
-a name and position of employment would substantially risk an individual's
-safety. If you are such an official and you wish to have your name removed for
-such an urgent reason, you must supply us with a request to do so from your
-line manager. This request must demonstrate that a risk has been perceived
-which outweighs the public interest, and must demonstrate that efforts have
-been made to conceal the name on the organisation's own website.</p>
-
-<p>For all other requests we apply a public interest test to decide
-whether information should be removed.
-<a href="http://www.statutelaw.gov.uk/content.aspx?ActiveTextDocId=3190650"> Section 32</a>
-of the Data Protection Act 1998 permits us to do this, as the material we
-publish is journalistic. We cannot easily edit many types of attachments (such
-as PDFs, or Microsoft Word or Excel files), so we will usually ask
-that authorities resend these with the personal information removed.</p>
-
-</dd>
-
-
-</dl>
-
-<p><strong>Learn more</strong> from the help for <a href="/help/officers">FOI officers</a> --&gt;
-
-<div id="hash_link_padding"></div>
-
-
-</div>
+<div id="left_column_flip" class="left_column_flip">
+  <h1 id="privacy"><%= @title %> <a href="#privacy">#</a></h1>
+  <dl>
+
+    <dt id="email_address">Who gets to see my email address? <a href="#email_address">#</a> </dt>
+
+    <dd><p>We will not disclose your email address to anyone unless we are obliged to by law,
+        or you ask us to. This includes the public authority that you are sending a
+        request to.  They only get to see an email address
+        @<%= AlaveteliConfiguration::incoming_email_domain %> which is specific to that request.  </p>
+      <p>If you send a message to another user on the site, then it will reveal your
+        email address to them. You will be told that this is going to happen.</p>
+    </dd>
+
+    <dt id="nasty_spam">Will you send nasty, brutish spam to my email address? <a href="#nasty_spam">#</a> </dt>
+    <dd>Nope. After you sign up to <%= site_name %> we will only send you emails
+      relating to a request you made, an email alert that you have signed up for,
+      or for other reasons that you specifically authorise. We will never give or
+      sell your email addresses to anyone else, unless we are obliged to by law, or
+      you ask us to.
+    </dd>
+
+    <dt id="public_request">Why will my name and my request appear publicly on the site? <a href="#public_request">#</a> </dt>
+
+    <dd>
+      <p>We publish your request on the Internet so that anybody can read it and
+        make use of the information that you have found. We do not normally delete
+        requests (<a href="#delete_requests">more details</a>).
+      </p>
+      <p>
+        Your name is tangled up with your request, so has to be published as well.
+        It is only fair, as we're going to publish the name of the civil servant who
+        writes the response to your request.  Using your real name also helps people
+        get in touch with you to assist you with your research or to campaign with you.
+      </p>
+      <p>By law, you must use your real name for the request to be a valid Freedom of
+        Information request. See the next question for alternatives if you do not want
+        to publish your full name.
+      </p>
+    </dd>
+
+    <dt id="real_name">Can I make an FOI request using a pseudonym? <a href="#real_name">#</a> </dt>
+
+
+    <dd>
+      <p>Technically, you must use your real name for your request to be a valid Freedom of Information request in UK law. See this
+        <a href="http://www.ico.gov.uk/upload/documents/library/freedom_of_information/detailed_specialist_guides/name_of_applicant_fop083_v1.pdf">guidance from the Information Commissioner</a> (January 2009).
+      </p>
+
+      <p>However, the same guidance also says it is good practice for the public
+        authority to still consider a request made using an obvious pseudonym.
+        You should refer to this if a public authority refuses a request because you
+        used a pseudonym.</p>
+
+      <p>Be careful though, even if the authority follows this good practice, the
+        pseudonym will probably make it impossible for you to complain to the
+        Information Commissioner later about the handling of your request.
+      </p>
+
+      <p>There are several good alternatives to using a pseudonym.</p>
+
+      <ul>
+        <li>Use a different form of your name. The guidance says
+          that "Mr Arthur Thomas Roberts" can make a valid request as "Arthur Roberts",
+          "A. T. Roberts", or "Mr Roberts", but <strong>not</strong> as "Arthur" or "A.T.R.".
+        </li>
+        <li>Women may use their maiden name.</li>
+        <li>In most cases, you may use any name by which you are "widely known and/or
+          is regularly used".</li>
+        <li>Use the name of an organisation, the name of a company, the trading name of
+            a company, or the trading name of a sole trader.</li>
+        <li>Ask someone else to make the request on your behalf.</li>
+        <li>You may, if you are really stuck, ask us to make the request on
+          your behalf. Please <a href="<%= help_contact_path %>">contact us</a> with
+          a good reason why you cannot make the request yourself and cannot
+          ask a friend to. We don't have the resources to do this for everyone.</li>
+      </ul>
+
+      <p>Please do not try to impersonate someone else.</p>
+
+    </dd>
+
+    <dt id="full_address">They've asked for my postal address! <a href="#full_address">#</a> </dt>
+
+    <dd>
+      <p>If a public authority asks you for your full, physical address, reply to them saying
+        that section 8.1.b of the FOI Act asks for an "address for correspondence",
+        and that the email address you are using is sufficient.
+      </p>
+      <p>
+        The Ministry of Justice has <a href="http://www.justice.gov.uk/guidance/foi-procedural-what.htm">guidance
+          on this</a> &ndash;
+        <em>"As well as hard copy written correspondence, requests that are
+          transmitted electronically (for example, in emails) are acceptable
+          ... If a request is received by email and no postal address is given, the email
+          address should be treated as the return address."
+        </em>
+      </p>
+      <p>As if that isn't enough, the Information Commissioner's
+        <a href="http://www.ico.gov.uk/upload/documents/library/freedom_of_information/practical_application/foi_hints_for_practitioners_handing_foi_and_eir_requests_2008_final.pdf">Hints for Practitioners</a> say
+        <em>"Any correspondence could include a request for information. If it is written (this includes e-mail), legible, gives the name of the applicant, an address for reply (which could be electronic), and includes a description of the information required, then it will fall within the scope of the legislation."</em>
+      </p>
+    </dd>
+
+    <dt id="postal_answer">No no, they need a postal address to send a paper response! <a href="#postal_answer">#</a> </dt>
+
+    <dd>
+      <p>If an authority only has a paper copy of the information that you want,
+        they may ask you for a postal address. To start with, try persuading them
+        to scan in the documents for you. You can even <a href="https://www.whatdotheyknow.com/request/car_parking_charges_policy_and_a#outgoing-532">offer to gift them a scanner</a>, which in that particular case
+        embarrassed the authority into finding one they had already.</p>
+
+      <p>If that doesn't work, and you want to provide your postal address privately
+        in order to receive the documents, mark your request as "They are going to reply by post", and it will
+        give you an email address to use for that purpose.</p>
+    </dd>
+
+    <dt id="delete_requests">Can you delete my requests, or alter my name?  <a href="#delete_requests">#</a> </dt>
+
+    <dd>
+
+      <p><%= site_name %> is a permanent, public archive of Freedom of
+        Information requests. Even though you may not find the response to
+        a request useful any more, it may be of interest to others. For this
+        reason, we will not delete requests.
+      </p>
+
+      <p>Under exceptional circumstances we may remove or change your name
+        on the website, <a href="#takedown">see the next question</a>.
+        Similarly, we may also remove other personal information.
+      </p>
+
+      <p>If you're worried about this before you make your request,
+        see the section on <a href="#real_name">pseudonyms</a>.</p>
+
+    </dd>
+
+    <dt id="takedown">Can you take down personal information about me? <a href="#takedown">#</a> </dt>
+
+    <dd>
+
+      <p>If you see any personal information about you on the site which you'd like
+        us to remove or hide, then please <a href="<%= help_contact_path %>">let us know</a>.
+        Specify exactly what information you believe to be problematic and why, and
+        where it appears on the site.</p>
+
+      <p>If it is sensitive personal information that has been accidentally
+        posted, then we will usually remove it. Normally we will only consider
+        requests to remove personal information which come from the individual
+        concerned, but for sensitive information we would appreciate anyone
+        pointing out anything they see.</p>
+
+      <p>We consider that there is a strong public interest in
+        retaining the names of officers or servants of public authorities. We will only
+        remove such names in exceptional circumstances, such as where the disclosure of
+        a name and position of employment would substantially risk an individual's
+        safety. If you are such an official and you wish to have your name removed for
+        such an urgent reason, you must supply us with a request to do so from your
+        line manager. This request must demonstrate that a risk has been perceived
+        which outweighs the public interest, and must demonstrate that efforts have
+        been made to conceal the name on the organisation's own website.</p>
+
+      <p>For all other requests we apply a public interest test to decide
+        whether information should be removed.
+         <a href="http://www.statutelaw.gov.uk/content.aspx?ActiveTextDocId=3190650">Section 32</a>
+        of the Data Protection Act 1998 permits us to do this, as the material we
+        publish is journalistic. We cannot easily edit many types of attachments (such
+        as PDFs, or Microsoft Word or Excel files), so we will usually ask
+        that authorities resend these with the personal information removed.</p>
+
+    </dd>
+
+
+  </dl>
+
+  <p><strong>Learn more</strong> from the help for <a href="<%= help_officers_path %>">FOI officers</a> --&gt;
+
+    <div id="hash_link_padding"></div>
+</div>
\ No newline at end of file
diff --git a/lib/views/help/requesting.html.erb b/lib/views/help/requesting.html.erb
index 583481b..b901eb7 100644
--- a/lib/views/help/requesting.html.erb
+++ b/lib/views/help/requesting.html.erb
@@ -1,291 +1,290 @@
 <% @title = "Making requests" %>
 
 <%= render :partial => 'sidebar' %>
-<div id="left_column_flip">
-
-<h1 id="making_requests"><%= @title %> <a href="#making_requests">#</a> </h1>
-<dl>
-
-<dt id="which_authority">I'm not sure which authority to make my request to, how can I find out? <a href="#which_authority">#</a> </dt>
-
-<dd>
-<p>It can be hard to untangle government's complicated structured, and work out
-who knows the information that you want. Here are a few tips:
-<ul>
-<li>Browse or search <%= site_name %> looking for similar requests to yours.</li>
-<li>When you've found an authority you think might have the information, use
-the "home page" link on the right hand side of their page to check what they do
-on their website.</li>
-<li>Contact the authority by phone or email to ask if they hold the kind of
-information you're after.</li>
-<li>Don't worry excessively about getting the right authority. If you get it
-wrong, they ought to advise you who to make the request to instead.
-</li>
-<li>If you've got a thorny case, please <a href="/help/contact">contact us</a> for help.</li>
-</ul>
-
-</dd>
-
-
-
-<dt id="missing_body">You're missing the public authority that I want to request from! <a href="#missing_body">#</a> </dt>
-
-<dd>
-<p>Please <a href="<%= new_change_request_path %>">contact us</a> with the name of the public authority and,
-if you can find it, their contact email address for Freedom of Information requests.
-</p>
-<p>If you'd like to help add a whole category of public authority to the site, we'd love
-to hear from you too.
-</p>
-
-</dd>
-
-<dt id="authorities">Why do you include some authorities that aren't formally subject to FOI?<a href="#authorities">#</a> </dt>
-
-<dd>
-<p><%= site_name %> lets you make requests for information to a range of
-organisations:</p>
-
-<ul>
-  <li> Those formally subject to the FOI Act</li>
-  <li> Those formally subject to the Environmental Regulations (a less well
-  defined group)</li>
-  <li> Those which voluntarily comply with the FOI Act</li>
-  <li> Those which aren't subject to the Act but we think should be, on grounds
-  such as them having significant public responsibilities.
-  </li>
-</ul>
-
-<p>In the last case, we're using the site to lobby for expansion of the
-scope of the FOI Act. Even if an organisation is not legally obliged to respond
-to an FOI request, they can still do so voluntarily.
-</p>
-
-</dd>
-
-<dt id="focused">Why must I keep my request focused?<a href="#focused">#</a> </dt>
-
-<dd>
-
-<p>
-Please put in your request only what is needed so that someone can
-easily identify what information you are asking for. Please do
-<i>not</i> include any of the following:
-</p>
-
-<ul>
-<li>arguments about your cause</li>
-<li>statements that could defame or insult others</li>
-</ul>
-
-<p>
-If you do, we may have to remove your request to avoid problems with
-libel law, which is a pain for both you and us. Short, succinct messages
-make it easier for authorities to be clear what information you are
-requesting, which means you will get a reply more quickly.
-</p>
-
-<p>
-If you want information to support an argument or campaign, Freedom of
-Information is a powerful tool. Although you may not use this site to
-run your campaign, we encourage you to use it to get the information you
-need. We also encourage to run your campaign elsewhere - one effective
-and very easy way is to <%= link_to 'start your own blog',
-"http://wordpress.com/"%>.
-<% if AlaveteliConfiguration::enable_annotations %>
-  You are welcome to link to your campaign from this site in an
-  annotation to your request (you can make annotations after submitting
-  the request).
-<% end %>
-</p>
-
-</dd>
-
-<dt id="fees">Does it cost me anything to make a request?<a href="#fees">#</a> </dt>
-
-<dd>
-
-<p>Making an FOI request is nearly always free.</p>
-
-<p>Authorities often include unnecessary, scary, boilerplate in
-acknowledgement messages saying they "may" charge a fee. Ignore such notices.
-They hardly ever will actually charge a fee.  If they do, they can only charge you if
-you have specifically agreed in advance to pay.  <a
-    href="http://www.ico.gov.uk/upload/documents/library/freedom_of_information/practical_application/chargingafee.pdf">More
-    details</a> from the Information Commissioner.
-</p>
-
-<p>Sometimes an authority will refuse your request, saying that the cost
-of handling it exceeds £600 (for central government) or £450 (for all other
-public authorities). At this point you can refine your
-request. e.g. it would be much cheaper for an authority to tell you the amount
-spent on marshmallows in the past year than in the past ten years.
-</p>
-
-</dd>
-
-
-
-<dt id="quickly_response">How quickly will I get a response? <a href="#quickly_response">#</a> </dt>
-
-<dd>
-<p>By law, public authorities must respond <strong>promptly</strong> to
-requests.
-</p>
-
-<p>Even if they are not prompt, in nearly all cases they must respond within
-20 working days. If you had to clarify your request, or they are a school,
-or one or two other cases, then they may have more time
-(<a href="/help/officers#days">full details</a>).
-
-<p><%= site_name %> will email you if you don't get a timely response.  You can
-then send the public authority a message to remind them, and tell them if they
-are breaking the law.</p>
-
-</dd>
-
-<dt id="no_response">What if I never get a response?<a href="#no_response">#</a> </dt>
-
-<dd>
-<p>There are several things you can do if you never get a response.</p>
-<ul>
-    <li>Sometimes there has been a genuine problem and the authority never
-    received the request. It is worth telephoning the authority and politely
-    checking that they received the request. It was sent to them by email.
-    </li>
-    <li>If they have not received it, the problem is most likely due to
-    "spam filters". Refer the authority to the measures in the answer
-    '<a href="/help/officers#spam_problems">I can see a request on <%= site_name %>, but we never got it by email!</a>'
-    in the FOI officers section of this help.
-    </li>
-    <li>If you're still having no luck, then you can ask for an internal review,
-    and then complain to the Information Commissioner about the authority.
-    Read our page '<a href="/help/unhappy">Unhappy about the response you got?</a>'.
-</ul>
-</dd>
-
-<dt id="not_satifised">What if I'm not satisfied with the response? <a href="#not_satifised">#</a> </dt>
-<dd>If you didn't get the information you asked for, or you didn't get it in time,
-then read our page '<a href="/help/unhappy">Unhappy about the response you got?</a>'.
-</dd>
-
-<dt id="reuse">It says I can't re-use the information I got!<a href="#reuse">#</a> </dt>
-<dd>
-<p>Authorities often add legal boilerplate about the
-"<a href="http://www.opsi.gov.uk/si/si2005/20051515">Re-Use of Public Sector
-Information Regulations 2005</a>", which at first glance implies you may not
-be able do anything with the information.
-</p>
-
-<p>You can, of course, write articles about the information or summarise it, or
-quote parts of it. We also think you should feel free to republish the
-information in full, just as we do, even though in theory you might not be
-allowed to do so.  See <a href="/help/officers#copyright">our policy on copyright</a>.</p>
-
-</dd>
-
-<dt id="ico_help">Can you tell me more of the nitty gritty about the process of making requests? <a href="#ico_help">#</a> </dt>
-
-<dd>
-<p>Have a look at the
-<a href="http://www.ico.gov.uk/for_the_public/access_to_official_information.aspx">access to official information</a>
-pages on the Information Commissioner's website.</p>
-
-<p>If you're requesting information from a Scottish public authority,
-the process is very similar. There are differences around time
-limits for compliance.
-See the <a href="http://www.itspublicknowledge.info/nmsruntime/saveasdialog.asp?lID=1858&amp;sID=321">Scottish
-Information Commissioner's guidance</a> for details.</p>
-</dd>
-
-<dt id="data_protection">Can I request information about myself? <a href="#data_protection">#</a> </dt>
-
-<dd>
-<p>No. Requests made using <%= site_name %> are public, made under the Freedom of
-Information Act, and cannot help you find information about a private
-individual.</p>
-
-<p>If you would like to know what information a public
-authority holds about yourself, you should make a "Subject Access Request" in
-private using Data Protection law.  The leaflet "<a
-href="http://www.ico.gov.uk/upload/documents/library/data_protection/introductory/subject_access_rights.pdf">How to access your information</a>" (on the Information Commissioner's
-website) explains how to do this.</p>
-
-<p>If you see that somebody has included personal information, perhaps
-unwittingly, in a request, please <a href="/help/contact">contact us</a>
-immediately so we can remove it.</p>
-</dd>
-
-
-<dt id="private_requests">I'd like to keep my request secret! (At least until I publish my story) <a href="#private_requests">#</a> </dt>
-
-<dd><p><%= site_name %> is currently only designed for public requests. All
-responses that we receive are automatically published on the website for anyone
-to read.  </p>
-<p>You should contact the public authority directly if you would like to
-make a request in private.  If you're interested in buying a system which helps
-you manage FOI requests in secret, then <a href="/help/contact">contact us</a>.
-</p>
-</dd>
-
-<dt id="eir">Why can I only request information about the environment from some authorities? <a href="#eir">#</a> </dt>
-
-<dd>
-<p>Some public authorities, such as <a href="http://www.whatdotheyknow.com/body/south_east_water">South East Water</a>,
-don't come under the Freedom of Information Act, but do come under another law called
-the Environmental Information Regulations (EIR).
-</p>
-
-<p>It's a very similar law, so you make a request
-to them using <%= site_name %> in just the same way as an FOI request. The only
-difference is that on the page where your write you request, it reminds you
-that you can only request "environmental information" and tells you what that
-means. It is quite broad.
-</p>
-
-<p>You can, of course, request environmental information from other
-authorities. Just make a Freedom of Information (FOI) request as normal. The
-authority has a duty to work out if the Environmental Information Regulations
-(EIR) is the more appropriate legislation to reply under.
-</p>
-</dd>
-
-<dt id="multiple">Can I make the same to request to lots of authorities, e.g. all councils? <a href="#multiple">#</a> </dt>
-
-<dd>We ask you to first send a test version of your request to a few
-authorities. Their responses will help you improve the wording of your request,
-so that you get the best information when you send the request to all of
-the authorities. There is currently no automated system for sending the request
-to the other authorities, you must copy and paste it by hand.
-
-</dd>
-
-<dt id="offsite">I made a request off the site, how do I upload it to the archive?<a href="#offsite">#</a> </dt>
-
-<dd><%= site_name %> is an archive of requests made through the site,
-and does not try to be an archive of all FOI requests. We'll never support uploading
-other requests. For one thing, we wouldn't be able to verify that other
-responses actually came from the authority. If this really matters to you,
-you can always make the same request again via <%= site_name %>.
-</dd>
-
-<% if AlaveteliConfiguration::enable_annotations %>
-  <dt id="moderation">How do you moderate request annotations? <a href="#moderation">#</a> </dt>
-
-  <dd>
-  <p>Annotations on <%= site_name %> are to help
-  people get the information they want, or to give them pointers to places they
-  can go to help them act on it. We reserve the right to remove anything else.
-  </p>
-  <p>Endless, political discussions are not allowed.
-  Post a link to a suitable forum or campaign site elsewhere.</p>
-  <dd>
+<div id="left_column_flip" class="left_column_flip">
+  <h1 id="making_requests"><%= @title %> <a href="#making_requests">#</a></h1>
+  <dl>
+
+    <dt id="which_authority">I'm not sure which authority to make my request to, how can I find out? <a href="#which_authority">#</a> </dt>
+
+    <dd>
+      <p>It can be hard to untangle government's complicated structure, and work out
+        who holds the information that you want. Here are a few tips:
+      </p>
+      <ul>
+        <li>Browse or search <%= site_name %> looking for similar requests to yours.</li>
+        <li>When you've found an authority you think might have the information, use
+          the "home page" link on the right hand side of their page to check what they do
+          on their website.</li>
+        <li>Contact the authority by phone or email to ask if they hold the kind of
+          information you're after.</li>
+        <li>Don't worry excessively about getting the right authority. If you get it
+          wrong, they ought to advise you who to make the request to instead.
+        </li>
+        <li>If you've got a thorny case, please <a href="<%= help_contact_path %>">contact us</a> for help.</li>
+      </ul>
+
+    </dd>
+
+
+
+    <dt id="missing_body">You're missing the public authority that I want to request from! <a href="#missing_body">#</a> </dt>
+
+    <dd>
+      <p>Please <a href="<%= new_change_request_path %>">contact us</a> with the name of the public authority and,
+        if you can find it, their contact email address for Freedom of Information requests.
+      </p>
+      <p>If you'd like to help add a whole category of public authority to the site, we'd love
+        to hear from you too.
+      </p>
+
+    </dd>
+
+    <dt id="authorities">Why do you include some authorities that aren't formally subject to FOI?<a href="#authorities">#</a> </dt>
+
+    <dd>
+      <p><%= site_name %> lets you make requests for information to a range of
+        organisations:</p>
+
+      <ul>
+        <li> Those formally subject to the FOI Act</li>
+        <li> Those formally subject to the Environmental Regulations (a less well
+          defined group)</li>
+        <li> Those which voluntarily comply with the FOI Act</li>
+        <li> Those which aren't subject to the Act but we think should be, on grounds
+          such as them having significant public responsibilities.
+        </li>
+      </ul>
+
+      <p>In the last case, we're using the site to lobby for expansion of the
+        scope of the FOI Act. Even if an organisation is not legally obliged to respond
+        to an FOI request, they can still do so voluntarily.
+      </p>
+
+    </dd>
+
+    <dt id="focused">Why must I keep my request focused?<a href="#focused">#</a> </dt>
+
+    <dd>
+
+      <p>
+        Please put in your request only what is needed so that someone can
+        easily identify what information you are asking for. Please do
+        <i>not</i> include any of the following:
+      </p>
+
+      <ul>
+        <li>arguments about your cause</li>
+        <li>statements that could defame or insult others</li>
+      </ul>
+
+      <p>
+        If you do, we may have to remove your request to avoid problems with
+        libel law, which is a pain for both you and us. Short, succinct messages
+        make it easier for authorities to be clear what information you are
+        requesting, which means you will get a reply more quickly.
+      </p>
+
+      <p>
+        If you want information to support an argument or campaign, Freedom of
+        Information is a powerful tool. Although you may not use this site to
+        run your campaign, we encourage you to use it to get the information you
+        need. We also encourage to run your campaign elsewhere - one effective
+        and very easy way is to <%= link_to 'start your own blog',
+          "http://wordpress.com/"%>.
+        <% if AlaveteliConfiguration::enable_annotations %>
+          You are welcome to link to your campaign from this site in an
+          annotation to your request (you can make annotations after submitting
+          the request).
+        <% end %>
+      </p>
+
+    </dd>
+
+    <dt id="fees">Does it cost me anything to make a request?<a href="#fees">#</a> </dt>
+
+    <dd>
+
+      <p>Making an FOI request is nearly always free.</p>
+
+      <p>Authorities often include unnecessary, scary, boilerplate in
+        acknowledgement messages saying they "may" charge a fee. Ignore such notices.
+        They hardly ever will actually charge a fee.  If they do, they can only charge you if
+        you have specifically agreed in advance to pay.  <a
+        href="http://www.ico.gov.uk/upload/documents/library/freedom_of_information/practical_application/chargingafee.pdf">More
+        details</a> from the Information Commissioner.
+      </p>
+
+      <p>Sometimes an authority will refuse your request, saying that the cost
+        of handling it exceeds £600 (for central government) or £450 (for all other
+        public authorities). At this point you can refine your
+        request. e.g. it would be much cheaper for an authority to tell you the amount
+        spent on marshmallows in the past year than in the past ten years.
+      </p>
+
+    </dd>
+
+
+
+    <dt id="quickly_response">How quickly will I get a response? <a href="#quickly_response">#</a> </dt>
+
+    <dd>
+      <p>By law, public authorities must respond <strong>promptly</strong> to
+        requests.
+      </p>
+
+      <p>Even if they are not prompt, in nearly all cases they must respond within
+        20 working days. If you had to clarify your request, or they are a school,
+        or one or two other cases, then they may have more time
+        (<a href="<%= help_officers_path(:anchor => 'days') %>">full details</a>).
+      </p>
+      <p><%= site_name %> will email you if you don't get a timely response.  You can
+        then send the public authority a message to remind them, and tell them if they
+        are breaking the law.</p>
+
+    </dd>
+
+    <dt id="no_response">What if I never get a response?<a href="#no_response">#</a> </dt>
+
+    <dd>
+      <p>There are several things you can do if you never get a response.</p>
+      <ul>
+        <li>Sometimes there has been a genuine problem and the authority never
+          received the request. It is worth telephoning the authority and politely
+          checking that they received the request. It was sent to them by email.
+        </li>
+        <li>If they have not received it, the problem is most likely due to
+          "spam filters". Refer the authority to the measures in the answer
+          '<a href="<%= help_officers_path(:anchor => 'spam_problems') %>">I can see a request on <%= site_name %>, but we never got it by email!</a>'
+          in the FOI officers section of this help.
+        </li>
+        <li>If you're still having no luck, then you can ask for an internal review,
+          and then complain to the Information Commissioner about the authority.
+          Read our page '<a href="<%= help_general_path(:action => 'unhappy') %>">Unhappy about the response you got?</a>'.
+      </ul>
+    </dd>
+
+    <dt id="not_satifised">What if I'm not satisfied with the response? <a href="#not_satifised">#</a> </dt>
+    <dd>If you didn't get the information you asked for, or you didn't get it in time,
+      then read our page '<a href="<%= help_general_path(:action => 'unhappy') %>">Unhappy about the response you got?</a>'.
+    </dd>
+
+    <dt id="reuse">It says I can't re-use the information I got!<a href="#reuse">#</a> </dt>
+    <dd>
+      <p>Authorities often add legal boilerplate about the
+        "<a href="http://www.opsi.gov.uk/si/si2005/20051515">Re-Use of Public Sector
+          Information Regulations 2005</a>", which at first glance implies you may not
+        be able do anything with the information.
+      </p>
+
+      <p>You can, of course, write articles about the information or summarise it, or
+        quote parts of it. We also think you should feel free to republish the
+        information in full, just as we do, even though in theory you might not be
+        allowed to do so.  See <a href="<%= help_officers_path(:anchor => 'copyright') %>">our policy on copyright</a>.</p>
+
+    </dd>
+
+    <dt id="ico_help">Can you tell me more of the nitty gritty about the process of making requests? <a href="#ico_help">#</a> </dt>
+
+    <dd>
+      <p>Have a look at the
+        <a href="http://www.ico.gov.uk/for_the_public/access_to_official_information.aspx">access to official information</a>
+        pages on the Information Commissioner's website.</p>
+
+      <p>If you're requesting information from a Scottish public authority,
+        the process is very similar. There are differences around time
+        limits for compliance.
+        See the <a href="http://www.itspublicknowledge.info/nmsruntime/saveasdialog.asp?lID=1858&amp;sID=321">Scottish
+          Information Commissioner's guidance</a> for details.</p>
+    </dd>
+
+    <dt id="data_protection">Can I request information about myself? <a href="#data_protection">#</a> </dt>
+
+    <dd>
+      <p>No. Requests made using <%= site_name %> are public, made under the Freedom of
+        Information Act, and cannot help you find information about a private
+        individual.</p>
+
+      <p>If you would like to know what information a public
+        authority holds about yourself, you should make a "Subject Access Request" in
+        private using Data Protection law.  The leaflet "<a
+        href="http://www.ico.gov.uk/upload/documents/library/data_protection/introductory/subject_access_rights.pdf">How to access your information</a>" (on the Information Commissioner's
+        website) explains how to do this.</p>
+
+      <p>If you see that somebody has included personal information, perhaps
+        unwittingly, in a request, please <a href="<%= help_contact_path %>">contact us</a>
+        immediately so we can remove it.</p>
+    </dd>
+
+
+    <dt id="private_requests">I'd like to keep my request secret! (At least until I publish my story) <a href="#private_requests">#</a> </dt>
+
+    <dd><p><%= site_name %> is currently only designed for public requests. All
+        responses that we receive are automatically published on the website for anyone
+        to read.  </p>
+      <p>You should contact the public authority directly if you would like to
+        make a request in private.  If you're interested in buying a system which helps
+        you manage FOI requests in secret, then <a href="<%= help_contact_path %>">contact us</a>.
+      </p>
+    </dd>
+
+    <dt id="eir">Why can I only request information about the environment from some authorities? <a href="#eir">#</a> </dt>
+
+    <dd>
+      <p>Some public authorities, such as <a href="https://www.whatdotheyknow.com/body/south_east_water">South East Water</a>,
+        don't come under the Freedom of Information Act, but do come under another law called
+        the Environmental Information Regulations (EIR).
+      </p>
+
+      <p>It's a very similar law, so you make a request
+        to them using <%= site_name %> in just the same way as an FOI request. The only
+        difference is that on the page where you write your request, it reminds you
+        that you can only request "environmental information" and tells you what that
+        means. It is quite broad.
+      </p>
+
+      <p>You can, of course, request environmental information from other
+        authorities. Just make a Freedom of Information (FOI) request as normal. The
+        authority has a duty to work out if the Environmental Information Regulations
+        (EIR) is the more appropriate legislation to reply under.
+      </p>
+    </dd>
+
+    <dt id="multiple">Can I make the same to request to lots of authorities, e.g. all councils? <a href="#multiple">#</a> </dt>
+
+    <dd>We ask you to first send a test version of your request to a few
+      authorities. Their responses will help you improve the wording of your request,
+      so that you get the best information when you send the request to all of
+      the authorities. There is currently no automated system for sending the request
+      to the other authorities, you must copy and paste it by hand.
+
+    </dd>
+
+    <dt id="offsite">I made a request off the site, how do I upload it to the archive?<a href="#offsite">#</a> </dt>
+
+    <dd><%= site_name %> is an archive of requests made through the site,
+      and does not try to be an archive of all FOI requests. We'll never support uploading
+      other requests. For one thing, we wouldn't be able to verify that other
+      responses actually came from the authority. If this really matters to you,
+      you can always make the same request again via <%= site_name %>.
+    </dd>
+
+    <dt id="moderation">How do you moderate request annotations? <a href="#moderation">#</a> </dt>
+
+    <% if AlaveteliConfiguration::enable_annotations %>
+      <dd>
+        <p>Annotations on <%= site_name %> are to help
+          people get the information they want, or to give them pointers to places they
+          can go to help them act on it. We reserve the right to remove anything else.
+        </p>
+        <p>Endless, political discussions are not allowed.
+          Post a link to a suitable forum or campaign site elsewhere.</p>
+        <dd>
+    <% end %>
 
   </dl>
-<% end %>
-
-<p><strong>Next</strong>, read about <a href="/help/privacy">your privacy</a> --&gt;
 
-<div id="hash_link_padding"></div>
+  <p><strong>Next</strong>, read about <a href="<%= help_privacy_path %>">your privacy</a> --&gt;
 
+    <div id="hash_link_padding"></div>
 </div>
diff --git a/lib/views/help/unhappy.html.erb b/lib/views/help/unhappy.html.erb
new file mode 100644
index 0000000..6526b0f
--- /dev/null
+++ b/lib/views/help/unhappy.html.erb
@@ -0,0 +1,116 @@
+<% @title = "Unhappy about a Freedom of Information request?" %>
+
+
+<% if @info_request %>
+  <h1>Unhappy about the response you got
+    to your request '<%=request_link(@info_request) %>'?
+  </h1>
+<% else %>
+  <h1>Unhappy about the response you got?</h1>
+<% end %>
+
+<p>If ...</p>
+
+<ul>
+  <li>You didn't get a reply within 20 working days</li>
+  <li>You did not get all of the information that you requested <strong>or</strong></li>
+  <li>Your request was refused, but without a reason valid under the law</li>
+</ul>
+
+<p>... you can</p>
+
+<ol>
+  <li>Ask for an <strong>internal review</strong> at the public authority.</li>
+  <li>If that doesn't help, complain to the <strong>Information Commissioner</strong>.</li>
+  <li>Either way, also <strong>use other means</strong> to answer your question.</li>
+</ol>
+
+<h1 id="internal_review">1. Asking for an internal review <a class="hover_a" href="#internal_review">#</a> </h1>
+
+<p>
+  <% if @info_request %>
+    <%= link_to "Request an internal review", new_request_followup_path(:request_id => @info_request.id) + "?internal_review=1#followup", :class => 'link_button_green request-internal-review-action' %> and then write a message asking the authority to review your request.
+  <% else %>
+    At the bottom of the relevant request page on <%= site_name %> choose
+    "request an internal review". Then write a message asking for an internal
+    review of your request. You may want to include a link to the
+    request page, to make it clear which request you are talking about.
+  <% end %>
+</p>
+
+<p>Internal reviews should be quick. If one takes longer than 20 working days
+  then the authority should write and let you know, and it should never take
+  longer than 40 working days (see this
+  <a href="http://www.ico.gov.uk/upload/documents/library/freedom_of_information/detailed_specialist_guides/foi_good_practice_guidance_5.pdf">good
+    practice guide</a>).
+  You will then either get the information that
+  you originally requested, or you will be told that the review upholds the
+  original decision.
+</p>
+
+<h1 id="complaining">2. Complaining to the Information Commissioner <a class="hover_a" href="#complaining">#</a> </h1>
+
+<p>If you are still unhappy after the public authority has done their internal review,
+  then you can complain to the Information Commissioner. To do this read
+  <a href="http://www.ico.gov.uk/complaints/freedom_of_information.aspx">Complaints about Freedom of Information</a>
+  on the Information Commissioner's website. If you requested information from a Scottish
+  authority, then  <a href="http://www.itspublicknowledge.info/YourRights/HowToAppeal/Appeal.asp">appeal
+    to the Scottish Information Commissioner</a>.
+</p>
+
+<p>To make it easier to send the relevant information to the
+  Information Commissioner, either
+  <% if @info_request %>
+    include a link to your request
+    <strong><%=h request_url(@info_request) %></strong>
+  <% else %>
+    include a link to your request on <%= site_name %>
+<% end %>
+in your complaint or print out the whole page of your request and all attachments.
+</p>
+
+<p><%= site_name %> has no special facilities for handling a request at this stage - it
+  passes into the Information Commissioner's system. You can leave annotations on your
+  request keeping people informed of progress.</p>
+
+<p>A warning. There is a backlog of work at the Information Commissioner, and
+  it can take literally years to get resolution from them. If you reach this point,
+  you should accept that you won't get the information quickly by this means. Maybe
+  you want to help the fight to improve Freedom of Information, or maybe
+  getting the information slowly is still worthwhile. You can also try and
+  get the information by <strong>other means...</strong></p>
+
+<h1 id="other_means">3. Using other means to answer your question <a class="hover_a" href="#other_means">#</a> </h1>
+
+<p>You can try persuing your problem or your research in other ways.</p>
+
+<ul>
+  <li>Make a <strong>new FOI request</strong> for summary information, or for
+    documentation relating indirectly to matters in your refused request.
+    <a href="<%= help_contact_path %>">Ask us for ideas</a> if you're stuck.</li>
+  <li>If any <strong>other public authorities</strong> or publicly owned companies are involved,
+    then make FOI requests to them.</li>
+  <li>Write to <strong>your MP</strong> or other politician using <a
+       href="http://www.writetothem.com">WriteToThem</a> and ask for their help
+     finding the answer. MPs can write directly to ministers or departments, and
+     can ask written questions in the House of Commons. Councillors in local authorities
+     can talk directly to council officers.</li>
+  <% if can_ask_the_eu?(@country_code) %>
+    <li>
+      Try <%= link_to 'asking for the information from the European Union',
+      'http://www.asktheeu.org' %>. Every one of the 500 million people
+      living in the European Union (both citizens and residents) has the
+      legally guaranteed right to ask for information from EU authorities.
+      <%= link_to 'Ask The EU', 'http://www.asktheeu.org' %> is a version of
+      this website for the European Union.
+    </li>
+  <% end %>
+  <li>Ask <strong>other researchers</strong> who are interested in a similar
+    issue to yours for ideas. You can sometimes find them by browsing this site;
+    contact any registered user from their page. There may be an Internet
+    forum or group that they hang out in. If it is a local matter, use <a
+       href="http://www.groupsnearyou.com">GroupsNearYou</a> to find such a
+     forum.</li>
+  <li>You could form a small local campaign group and arrange a meeting
+    with staff from the authority.</li>
+</ul>
\ No newline at end of file
diff --git a/lib/views/outgoing_mailer/initial_request.text.erb b/lib/views/outgoing_mailer/initial_request.text.erb
deleted file mode 100644
index f7878ac..0000000
--- a/lib/views/outgoing_mailer/initial_request.text.erb
+++ /dev/null
@@ -1,15 +0,0 @@
-<%= raw @outgoing_message.body.strip %>
-
--------------------------------------------------------------------
-
-<%= _('This is an FOI request done via the {{site_name}} website. This footer has been overriden by the sample Alaveteli theme.', :site_name => site_name) %>
-
-<%= _('Please use this email address for all replies to this request:')%>
-<%= @info_request.incoming_email %>
-
-<%= _('Is {{email_address}} the wrong address for {{type_of_request}} requests to {{public_body_name}}? If so, please contact us using this form:', :email_address => @info_request.public_body.request_email, :type_of_request =>  @info_request.law_used_human(:full), :public_body_name => @info_request.public_body.name)%>
-<%= new_change_request_url(:body => @info_request.public_body.url_name) %>
-
-<%= render :partial => 'followup_footer' %>
-
--------------------------------------------------------------------
diff --git a/test/alavetelitheme_test.rb b/test/alavetelitheme_test.rb
deleted file mode 100644
index 3e2d782..0000000
--- a/test/alavetelitheme_test.rb
+++ /dev/null
@@ -1,8 +0,0 @@
-require File.expand_path(File.join(File.dirname(__FILE__), 'test_helper'))
-class AlavetelithemeTest < ActiveSupport::TestCase
-  # Replace this with your real tests.
-  test "the truth" do
-    assert true
-  end
-
-end
diff --git a/test/test_helper.rb b/test/test_helper.rb
deleted file mode 100644
index a2052ee..0000000
--- a/test/test_helper.rb
+++ /dev/null
@@ -1,4 +0,0 @@
-require 'rubygems'
-require 'active_support'
-require 'minitest/autorun'
-require 'active_support/test_case'