various help files that would normally need to be localised

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diff --git a/lib/views/help/api.rhtml b/lib/views/help/api.rhtml
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+<% @title = "Application Programming Interface - API" %>
+
+<%= render :partial => 'sidebar' %>
+
+<h1><%=@title %></h1>
+
+<h2> Introduction </h2>
+
+<p>This page explains how programmers can make other websites and software
+interact with WhatDoTheyKnow via an "API".
+</p>
+
+<p>WhatDoTheyKnow 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 links 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 WhatDoTheyKnow 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>
+
+
diff --git a/lib/views/help/credits.rhtml b/lib/views/help/credits.rhtml
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+<% @title = "Credit where credit is due" %>
+
+<%= render :partial => 'sidebar' %>
+
+<h1 id="credits"><%= @title%> <a href="#credits">#</a> </h1>
+
+<dl>
+
+<dt id="thanks">Which people made WhatDoTheyKnow? <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.
+</dd>
+
+<dt id="helpus">Can I help out? <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 WhatDoTheyKnow 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>
+</dd>
+
+
+<div id="hash_link_padding"></div>
+
+
diff --git a/lib/views/help/officers.rhtml b/lib/views/help/officers.rhtml
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+++ b/lib/views/help/officers.rhtml
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+<% @title = "FOI officer questions" %>
+
+<%= render :partial => 'sidebar' %>
+
+<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>WhatDoTheyKnow 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 WhatDoTheyKnow. 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 WhatDoTheyKnow</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 WhatDoTheyKnow.
+</dd>
+
+<dt id="vexatious">Aren't you making lots of vexatious requests? <a href="#vexatious">#</a> </dt>
+
+<dd><p>WhatDoTheyKnow 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 WhatDoTheyKnow. 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 WhatDoTheyKnow, 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>@whatdotheyknow.com</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, WhatDoTheyKnow 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 WhatDoTheyKnow 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>). WhatDoTheyKnow 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>). 
+WhatDoTheyKnow 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.  WhatDoTheyKnow 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. WhatDoTheyKnow 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>
+
+<dt id="large_file">How can I send a large file, which won't go by email?<a href="#large_file">#</a> </dt>
+
+<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>
+
+<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#takedown">take down policy</a>.
+</dd>
+
+<dt id="mobiles">Do you publish email addresses or mobile phone numbers? <a href="#mobiles">#</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">get in touch with us</a>. Occasionally, an email address
+forms an important part of a response and we will post it up in an obscured
+form in an annotation.
+</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>
+
+<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>
+
+
diff --git a/lib/views/help/privacy.rhtml b/lib/views/help/privacy.rhtml
new file mode 100644
index 0000000..0014271
--- /dev/null
+++ b/lib/views/help/privacy.rhtml
@@ -0,0 +1,184 @@
+<% @title = "Your privacy" %>
+
+<%= render :partial => 'sidebar' %>
+
+<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 
+@whatdotheyknow.com 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 WhatDoTheyKnow 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>WhatDoTheyKnow 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>
+
+
diff --git a/lib/views/help/requesting.rhtml b/lib/views/help/requesting.rhtml
new file mode 100644
index 0000000..034bb31
--- /dev/null
+++ b/lib/views/help/requesting.rhtml
@@ -0,0 +1,285 @@
+<% @title = "Making requests" %>
+
+<%= render :partial => 'sidebar' %>
+
+<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 WhatDoTheyKnow 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="/help/contact">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>WhatDoTheyKnow 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/"%>. 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).
+</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>WhatDoTheyKnow 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 WhatDoTheyKnow, 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 WhatDoTheyKnow 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>WhatDoTheyKnow 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 WhatDoTheyKnow 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>WhatDoTheyKnow 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 WhatDoTheyKnow.
+</dd>
+
+<dt id="moderation">How do you moderate request annotations? <a href="#moderation">#</a> </dt>
+
+<dd> 
+<p>Annotations on WhatDoTheyKnow 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>
+
+</dl>
+
+<p><strong>Next</strong>, read about <a href="/help/privacy">your privacy</a> --&gt;
+
+<div id="hash_link_padding"></div>
+
+