1. Have a named contact: Consider nominating a member of staff or volunteer as first point of contact for lesbian, gay or bisexual callers. Knowing they are going to speak to a gay-friendly person will help make LGB enquirers feel much more comfortable about contacting you.

2. Imagery: Use images, of for example, same sex couples or the rainbow symbol in your publicity and promotional materials and reception area. Many organisations have found that their users/clients have 'come out' after the introduction of supportive imagery.

3. Language: Use the words lesbian, gay and bisexual wherever and whenever appropriate in your literature. The acronym LGB is sometimes appropriate, but try not to use it by itself as some people don't understand it. Also ensure that you use neutral terms such as 'partner', 'friend' or even 'the person most important to you' as well as husband or wife.

4. Trustees: Appoint an LGB champion to your Management Board or Committee. – it doesn't have to be a lesbian, gay or bisexual person, just someone who is familiar with and prepared to argue for and defend the issues.

5. Media: Use the LGB media, such as GCN (Gay Community News) for features about your work, human interest stories and maybe to advertise for staff or volunteers. Include LGB reading material in your reception area. Also use the local media to publicise your work with LGB users/members.

6. Events: Gay Pride (belfastpride.com) events take place usually in the summer months and LGB History Month each February (www.lgbhistorymonth.org.uk). They provide an ideal opportunity to demonstrate your LGB inclusiveness and reach out to potential lesbian, gay and bisexual users.

7. Partnerships: Make friends with your local lesbian, gay and bisexual groups – this might be a telephone helpline, support group or organisation. The relationship can be mutually beneficial –as well as being your source of expertise on your local LGB community you can also ensure that they are aware of the issues relating to your issue or organisation.

8. Legislation: Make your organisation aware of new legislation in relation to civil partnerships, employment and goods, services and facilities.

9. Places: Make sure your literature is available at places where lesbian, gay and bisexual people will see it, such as LGB centres, bars and clubs.

10. Training and Development: Provide (and/or cascade) training in lesbian, gay and bisexual issues for your staff, volunteers and Board members. Alternatively, invite a speaker to a staff or Board meeting, or consider job shadowing, placements and secondments with LGB organisations.

Adapted from Age Concern training materials on working with older lesbians, gay men and bisexuals © A Smith