federal aviation administration plain language briefing: nhcfae bruce corsino faa plain language...

Federal AviationAdministration

Plain Language

Briefing: NHCFAE

Bruce Corsino FAA Plain Language Program Manager


2Principles of Plain Language

This is a short briefing.

It is NOT the

FAA Plain Language Course.



What Is Plain Language?

Helps Users:Find what they need;

Understand what they find

the FIRST time they read or hear it;

Use what they find to meet their needs;



What Is Plain Language?

Is NOT a solution to every problem

Don’t write for everyone --

Write only for your READER



Reader-Focused Writing

It’s not what you write---it’s what your reader UNDERSTANDS!



How long has some of the world been asking

for plain language??



The Honeymooners and Words Video



“The most valuable of all talents is that of never using two words when one will do…”

Thomas Jefferson



False Assumptions

More words are better

Bigger words are better



WWII Air Raid memo from U.S. Gov’t:

“Preparations shall be made as will completely

obscure all Federal and non Federal buildings

occupied by the Federal Government during an

air raid for any period of time from visibility by

reason of internal or external illumination. Such

obscuration may be obtained either by black-

out construction or by termination of the

illumination.”



President Roosevelt’s revision:

“During an air raid, put something over the windows in buildings where they have to keep the work going.

In buildings where they can let the work stop for a while, turn out the lights.”



Grade Level and Readability Checks

• Reader’s Digest = 65

• Time Magazine = 52

• Harvard Law Review = 30

Microsoft Word Document




Why use plain language?

• Saves Time, Staff and Money

• Improves Compliance

• Affects Customer Satisfaction

• Prevents Lawsuits

• Saves Lives

• Policy, Law and a Civil Right!



Saves Customer and Staff Time

Old letter New letter

Calls per month (per counselor)

9.4 1.6

Calls per year (10 counselors)

1128 192

Department of Veterans Affairs form letter: Customer Calls after Plain Language revision (See: VA Regional Office, Jackson, MS, Jan 1999)



FAA Broadcast

“Automated Transit Benefits Application System”

vs.

“Your transit benefits will stop unless you…”

+50%

C:\Users\Bruce Corsino\Desktop\PLProjects



Plain Language Prevents Lawsuits

1. Dept. of Health and Human Services

2. Federal Aviation Administration(Airworthiness Directives)

3. Customs and Immigration Service



Where should an applicant submit his or her application to re-register, late initial register, or renew

temporary treatment benefits?

If you are re-registering and have previously filed with the Vermont Service Center, the Form I-821, Form I-765, fees, and all supporting documentation should be filed at the USCIS Chicago Lockbox at: U.S. Citizenship and Immigration Services, P.O. Box 6943, Chicago, IL 60680-6943.

Or, for non-United States Postal Service (USPS) deliveries: U.S. Citizenship and Immigration Services, Attn: TPS/VSC, 427 S. LaSalle--3rd Floor, Chicago, IL 60605.

If you are re-registering and have previously filed with either the California Service Center, Texas Service Center, or Nebraska Service Center or if you are filing a late initial registration, the Form I-821, Form I-765, fees, and all supporting documentation should be filed at the USCIS Chicago Lockbox at: U.S. Citizenship and Immigration Services, Attn: TPS El Salvador, P.O. Box 87583, Chicago, IL 60680-0583.

Or, for non-United States Postal Service (USPS) deliveries: U.S. Citizenship and Immigration Services, Attn: TPS El Salvador, 427 S. LaSalle--3rd Floor, Chicago, IL 60605.

Please note that this is not the location where you have submitted your forms during previous re-registration periods. Also, there are two different P.O. Boxes listed. Failure to use the appropriate P.O. Box may delay processing your TPS application. Aliens re-registering or late initial registering for TPS under the designation of El Salvador should not send their TPS forms and fees directly to a USCIS Service Center or district office. Failure to follow these instructions may delay processing of your TPS application.

Aliens re-registering for TPS under the designation of El Salvador during the re-registration period from January 7, 2005, to March 8, 2005, may file the Form I-821, I-765 and fees electronically by using E-filing at the USCIS Web site, http://www.uscis.gov. In order to properly re-register using E-filing, aliens must start the electronic filing with Form I-821, and the system will then link the alien to Form I-765 once Form I-821 is complete. Aliens re-registering for TPS after March 8, 2005, or aliens late initial registering may not file electronically, and must send their application materials to the USCIS Chicago Lockbox. Failure to follow these instructions may result in an incomplete filing and delay processing of your TPS application.



Where should I submit my application for TPS? Table 3 - Application Mailing Directions

If Then Mail to Or, for Non-United States Postal Service

(USPS) deliveries, Mail to

You are applying for re-registration or applying to renew your temporary treatment benefits

U.S. Citizenship and Immigration Services Attn: TPS El Salvador P.O. Box 8635 Chicago, IL 60680-8635

U.S. Citizenship and Immigration ServicesAttn: TPS El Salvador 427 S. LaSalle--3rd Floor Chicago, IL 60605-1029

You are applying for TPS for the first time, as a late initial registrant, or you were granted TPS by an Immigration Judge or the Board of Immigration Appeals

U.S. Citizenship and Immigration Services Attn: TPS El SalvadorP.O. Box 8670 Chicago, IL 60680-8670

U.S. Citizenship and Immigration Services Attn: TPS El Salvador[EOIR/Additional Documents] or [Late Initial Registrant]427 S. LaSalle--3rd Floor, Chicago, IL 60605-1029



2010 Federal Plain Writing Act



Federal Requirements

1. train all agency employees

2. insure each covered document you issue or revise complies with the

Federal Plain Language Guidelines

3. create a plain language website

4. appoint a plain language official

5. report to Congress



How do you learn Plain Language?

Plain Language Course

Plain Language Tool Kit

Practice and vigilence



Plain Language Desktop Toolkit

Contains:• Word Tools

• Formatting Tools

• General Guidance & References

Adobe Acrobat Document



Format Tools



Plain Language Format ToolsUSE:

Headings

Bullet Lists

Illustrations

Q & A formats

Blank Space



Use Headings and Lists

Each map must be based on assumptions regarding numbers of aircraft, aircraft types and mix, nighttime operations, airport layout, runway use, flight tracks, operational data, and compatible land uses.




Map Instructions

Your map must include:• number of aircraft

• aircraft types and mix

• nighttime operations

• airport layout




Statement Headings:

Your map must include:

Topic Headings:

Map Instructions

Question Headings:

What must my map include?



Use Chunking for Long ListsHow to make an apple pie:

Dry Ingredients

--

--

Wet Ingredients

--

--

Cooking Instructions



Why Chunking Matters

Adobe Acrobat 7.0 Document



Use “Q & A” or “If-Then” Formats

We must receive your completed expense form on or before the 15th day of the second month following the month you are reporting if send your form by mail or fax, or the 25th day of the second month following the month you are reporting if you submit your form electronically.



Use “Q & A” or “If-Then” Formats When do I send my completed form?

IF you send your form:

THEN we must get it by:

electronically the 25th day of the second month following the month you are reporting.

By mail or fax the 15th day of the second month following the month you are reporting.



Use Tables

Ferrier has 11 years of experience, has

bid $29 million, and estimates completing

the work in three years. Sokol has 5 years

of experience, bid $27 million, and

estimates completing the work in 30

months. Crane has 8 years experience,

bid $28 million, and estimates completing

the work in three years.



Use Tables

CONTRACTOR EXPERIENCE BID PRICE COMPLETION

Ferrier 11 years $29 million 36 months

Sokol 5 years $27 million 30 months

Crane 9 years $28 million 36 months

Contractor Comparisons



Word Tools



Plain Language Word Tools

Everyday Words

Verbs

Pronouns

Contractions

Active Voice Sentences

“Must” vs. “Shall



Most Important

Word Tools

--Use Pronouns--Use Active Voice--Free Your Verbs



Use Pronouns

• Identify who is acting

• Eliminate words/reduce time

• Makes your writing relevant/personal

The Agency =

The Reader =

The Writer =

We

You

I



No Pronouns

This form must be completed by anyone

requiring a badge and submitted to the

security office. The badge applicant,

sponsor (manager), and ACE-700 must

complete it prior to issuance of any

badge. POC: Bldg Mgr x3127.



With Five Pronouns

If you need a badge, you must

fill out this form. Your manager

and ACE-700 must also fill it

out. Submit your form to the

security office. If you have

questions, call the building

manager on ext. 3127.



Use Pronouns Correctly!!



Free Your Verbs

Utilize =

Use

Promulgate =

Issue

Implement =

Start



Free Your Verbs

give a description of =

describe

provide assistance with =

assist / help

do the construction of =

construct / build



Use ACTIVE voice



Passive Voice

is NOT

Past Tense!

Use past tense!

Don’t use passive voice!



What is Passive Voice?What is Passive Voice?

The person doing the action follows the verb.

A form of the verb “to be” is combined with the past participle of another verb.A form of the verb “to be” is combined with the past participle of another verb.

The fish was swallowed by The fish was swallowed by JohnJohn..

John swallowed the fishJohn swallowed the fish..



The Weakness of Passive Voice

“Financial compensation will be provided.”

-Do I get the money??

-Who gives it to me??

We will pay you.



The Weakness of Passive Voice

“Safety Instructions Must Be Given.”

-Does it say who gives the instructions??

-Does it say who gets them??

“You must give safety instructions to your passengers…”



Use ACTIVE voice & Pronouns

Rebates are to be mailed to all taxpayers.

You will get a rebate.

A day-off will be granted by the agency.

We will give you a day-off.



Change Passive to Active Voice

A pieman was met by Simple Simon.

Simple Simon met a pieman.

The candlestick was jumped over by Jack.

Jack jumped over the candlestick.



Use Active Voice

“Mistakes were made.”

“I made mistakes.”



Change Active to Passive Voice

An old lady lived in a shoe.

A shoe was lived in by an old lady.

“Peter Piper picked a peck of pickled peppers”

“A peck of pickled peppers was picked by Peter Piper.”



Why Passive Causes Pain





Should You Ever Use

Passive Voice?



FINAL EXAM



Use Everyday Words

interface =

be with—talk to

clearly necessitates=

needs

expeditious =

fast



Free Your Verbs

I made a choice to =

I chose

I’ll be facilitating the process =

I will facilitate / help

we’ll conduct an analysis of = we will analyze / study



• shall deliver• is delivered• is delivering • may deliver

Which is passive?

--is delivered.



• will write• is writing• has written • was written

Which is passive?

--was written.



The boy was bitten by the dog.

What’s the Active Voice Version?

--The dog bit the boy.



Notification was made to the public by the FAA.

What’s the Active Voice Version?

--The FAA notified the public.



The small stuff does not need to be sweat.

What’s the Active Version?

--Don’t sweat the small stuff…



The attendees will be entertained by us.

What’s the Active Version?

--We will rock you.



Hollywood: Plain Language Tactics

The Schwarzenegger tool:“I’ll be back.”

The Clint Eastwood tool:“Make my day.”

The Nicholson-Cruise tool (A Few Good Men):“You can’t handle the truth!”



True or False?

Is this Plain Language?

“—a sudden, unauthorized descent to an altitude below that of the runway.”



You be

the

Plain Language Expert

For: The FAA



“Elevators shall not be used in case of fire or electrical emergency.”

“Use designated exits”



“If there’s an emergency in this building, don’t use these elevators.

Use the exits.



You be

the


For: The Bus/Metro System



Bus Sign:

“These seats must be vacated for seniors and disabled persons”



Bus Sign:

“You must give these seats to seniors and disabled persons”



You be

the


For: NASA



NASA: “O-Ring” Memos

“—O-ring temperature limits have been achieved.”

VS.

“—If you launch below 32°, the O-rings will fail!”



Bonus Question:



Plain Language

in

Real Documents



Aircraft Exit Row Instructions


FAA Webpages

FAA Advisory CircularAdobe Acrobat

Document




U.S. Postal Service




Netflix




PLAIN LANGUAGE GIVES YOU:

• Saved time and money for customers and staff

• Better comprehension, safety and compliance

• Improved customer satisfaction

• Is a Civil Right! May be the Law!



Hispanic Issues

in

Plain Language?



THANK YOU!