Memória institucional em ambiente digital: avaliação de linguagem, usabilidade e acessibilidade nos memoriais virtuais do Ministério Público Federal

Abstract

Institutional memory, when mediated by digital environments, plays a strategic role in public communication, transparency, and the right to information, especially within public institutions. In the context of the Brazilian Federal Public Prosecution Service (Ministério Público Federal – MPF), virtual memorials constitute relevant tools for the preservation and dissemination of institutional history; however, they do not always present information in a clear, accessible, and citizen-oriented manner. In light of this scenario, the general objective of this dissertation was to develop a Guide to Best Practices for Virtual Memorials, grounded in the principles of Accessibility, Usability, and Plain Language, with the aim of supporting the implementation of the MPF Virtual Memorial in the state of Sergipe and enhancing MPF virtual memorials at the national level. This is an applied research study with a qualitative approach and an exploratory and descriptive nature, structured as an institutional diagnostic. The methodological framework comprised a bibliographic and integrative literature review on institutional memory, public communication, and virtual memorials, followed by an empirical analysis of MPF virtual memorial web pages. Data collection employed evaluation forms based on Nielsen’s usability heuristics, Plain Language principles in accordance with ABNT ISO 24495-1:2024, and automated accessibility analysis using the AMAWeb tool, enabling the construction of a multidimensional diagnostic. The results revealed recurring inconsistencies in language clarity and in compliance with accessibility and usability criteria, indicating the absence of systematized guidelines for the development and maintenance of these digital environments. Based on this diagnostic, the technical product Guide to Best Practices for Virtual Memorials: Accessibility, Usability, and Plain Language in Public Administration was developed, translating the research findings into practical guidelines, evaluation tools, and recommendations applicable to institutional routines. The Guide demonstrates potential for replication across other MPF units and public institutions interested in improving their virtual memorials, contributing to the strengthening of public communication, information mediation, and institutional memory management in digital environments.