Introduction toIntroduction toPlain LanguagePlain Language

Presentation OutlinePresentation Outline

Why use Plain Language?Why use Plain Language? What is Plain Language?What is Plain Language? Where can I get help with Plain Where can I get help with Plain

Language?Language?

Why use Plain Why use Plain Language?Language?

We’re all busy people. We don’t want to waste a lot of time trying to translate difficult, wordy documents.

Acceptance by the bank of payments in arrears shall not constitute a waiver of or otherwise affect any acceleration payment hereunder or other right or remedy exercisable hereunder. No failure or delay on the part of the bank in exercising, and no failure to file or otherwise perfect or enforce the Bank’s security in or with respect to any collateral, shall operate as a waiver of any right or remedy hereunder or release any of the undersigned, and the obligations of the undersigned may be extended or waived by the bank, contract or other agreement evidencing or relating to any obligation or collateral may be amended and any collateral exchanged, surrendered, or otherwise dealt with in accordance with any agreement relevant thereto, all without affecting the liability of any of the

undersigned.

Irregular Payments

You can accept late payments or partial payments, even though they are marked “payment in full,” without losing any of your rights under this note.

What happens if users don’t What happens if users don’t understand your documents?understand your documents?

You may have to…You may have to… Answer phone callsAnswer phone calls Write explanatory lettersWrite explanatory letters Write an explanatory documentWrite an explanatory document LitigateLitigate

Plain language means fewer Plain language means fewer calls from customerscalls from customers

Old letter New letter

Calls per month(per counsellor)

9.4 1.6

Calls per year (10counsellors)

1128 192

Veterans Benefits form letterJackson, MS DVA office

Less time for users to get an answer (in minutes)

Type of user Old rule New rule

Experienced 2.43 1.50

Inexperienced 3.51 1.73

FCC pleasure boat radio regulation

Fewer errors and better Fewer errors and better compliancecompliance

Old form New form

Error rate1 40% 20%

Compliance rate2 40% 95%

1 Form to request free trees2 Livestock registration certificate

What is Plain What is Plain Language?Language?

A document is in plain A document is in plain language if users can -language if users can -

Find what they needFind what they need Understand what they findUnderstand what they find Use what they find to meet their Use what they find to meet their

needsneeds

What are the basic elements What are the basic elements of plain language?of plain language?

Logical organization with the reader Logical organization with the reader in mindin mind

““You” and other pronounsYou” and other pronouns Active voiceActive voice Short sentencesShort sentences Common, everyday wordsCommon, everyday words Easy-to-read design featuresEasy-to-read design features

Organize for your audienceOrganize for your audience

Organize your information the way the audience needs or expects it.

Often, a chronological organization works best.

Identify your audienceIdentify your audience Why does the reader need to read Why does the reader need to read

document?document? What is average user expertise?What is average user expertise? Write to everyone interested, not Write to everyone interested, not

just experts.just experts. No one wants to work to No one wants to work to

understand your document.understand your document.

Organize to serve the readerOrganize to serve the reader

Identify with your average readerIdentify with your average reader Anticipate likely questionsAnticipate likely questions Organize document to answer Organize document to answer

questions in the order and questions in the order and language readers will ask themlanguage readers will ask them

Provide useful headingsProvide useful headings

Informative headings help the Informative headings help the reader navigate the documentreader navigate the document

Questions are often the best headings, especially in documents that readers come to with questions, such as regulations.

Agency Grant ProgramAgency Grant Program

1.1 What grants are available?1.1 What grants are available?

1.2 Am I eligible?1.2 Am I eligible?

1.3 How should I apply?1.3 How should I apply?

Use pronounsUse pronouns

Pronouns pull readers into a Pronouns pull readers into a document and make it relevant document and make it relevant to themto them Reader needs to do less Reader needs to do less “translation”“translation” Pronouns let you eliminate lots Pronouns let you eliminate lots of wordsof words

How do you use pronouns?How do you use pronouns?

Refer to your organization as “we”Refer to your organization as “we” Refer to the reader as “you” in the Refer to the reader as “you” in the

text and as “I” in questionstext and as “I” in questions Define “we” and “you” in the Define “we” and “you” in the

definitions section or in the textdefinitions section or in the text

Without pronounsWithout pronouns

To establish eligibility for a grant, an applicant must show that the applicant is an Indian and that the present housing of the applicant is substandard and inadequate. 28 words

With PronounsWith Pronouns

To establish eligibility for a grant, you must show that you are an Indian and that your present housing is substandard and inadequate. 23 words

Avoid Passive VoiceAvoid Passive Voice

1.1. The person doing the action The person doing the action follows the verb.follows the verb.

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

The frog was swallowed by The frog was swallowed by FredFred..

Passive VoicePassive VoiceCan disguise who does what:Can disguise who does what:

A frog was swallowed.A frog was swallowed.

Active VoiceActive Voice

Makes it clear who does what:Makes it clear who does what:

FredFred swallowed a frog. swallowed a frog.

Passive VoicePassive VoiceCan be awkward:Can be awkward: Consultation from respondents was obtained Consultation from respondents was obtained

to determine the estimated burden.to determine the estimated burden.

Active VoiceActive Voice

Is more direct:Is more direct:

We consulted with respondents to We consulted with respondents to determine the estimated burden.determine the estimated burden.

Passive VoicePassive VoiceIs often longer:Is often longer:The application must be completed by the The application must be completed by the

applicant and received by the financial office by applicant and received by the financial office by June 1st. 17 wordsJune 1st. 17 words

Active VoiceActive Voice

Cuts down the number of words:Cuts down the number of words:

We must receive your application by June We must receive your application by June 1st. 8 words1st. 8 words

Use short sections and Use short sections and paragraphsparagraphs

Shorter units of text are more Shorter units of text are more manageable, less intimidatingmanageable, less intimidating

White space and headings are clues White space and headings are clues to what’s importantto what’s important

Use short sentencesUse short sentences

Short sentences avoid confusionShort sentences avoid confusion Treat only one subject in each Treat only one subject in each

sentencesentence Average sentence length: 20 wordsAverage sentence length: 20 words Maximum sentence length: 40 wordsMaximum sentence length: 40 words

Use common wordsUse common words

UseUse

UseUse

HelpHelp

MethodMethod

NeedsNeeds

LimitsLimits

IssueIssue

NotNot

UtilizeUtilize

FacilitateFacilitate

MethodologyMethodologyNecessitates Necessitates ParametersParameters

PromulgatePromulgate

Use “must” Instead of “shall”Use “must” Instead of “shall”

Use “must” for obligationUse “must” for obligation Use “must not” for prohibitionsUse “must not” for prohibitions ““Shall” is ambiguous Shall” is ambiguous ““Shall” is not a common everyday Shall” is not a common everyday

wordword

Avoid confusing words and Avoid confusing words and constructionsconstructions

Avoid:Avoid: Using undefined abbreviations Using undefined abbreviations Using two different terms for the same Using two different terms for the same

thing (such as car, vehicle, auto)thing (such as car, vehicle, auto) Using the same term for different Using the same term for different

thingsthings

Giving a word an obscure meaning Giving a word an obscure meaning (defining “car” to include trucks)(defining “car” to include trucks)

Using legal or technical jargonUsing legal or technical jargon Using strings of nouns (“surface Using strings of nouns (“surface

water quality protection rules”)water quality protection rules”)

Place words carefullyPlace words carefully Keep subjects and objects close to Keep subjects and objects close to

their verbstheir verbs Put modifiers next to words they Put modifiers next to words they

modifymodify Put exceptions and long conditions Put exceptions and long conditions

after the main clauseafter the main clause

Does word placement matter?Does word placement matter?

Yesterday a mad dog bit five men in Yesterday a mad dog bit five men in the north end.the north end.

Yesterday, in the north end, a mad Yesterday, in the north end, a mad dog bit five men.dog bit five men.

We will send you copies of any We will send you copies of any comments we receive after the comments we receive after the comment period closes.comment period closes.

After the comment period closes, we After the comment period closes, we will send you copies of any will send you copies of any comments we receive.comments we receive.

Word placement cont’dWord placement cont’d

Design your document for easy Design your document for easy readingreading

White space makes a document White space makes a document easier to readeasier to read

Vertical lists and tables aid Vertical lists and tables aid readability and add white spacereadability and add white space

Use vertical listsUse vertical lists

Vertical lists -Vertical lists - Make it easy for the reader to Make it easy for the reader to

identify all the items or steps in a identify all the items or steps in a processprocess

Add blank space for easy readingAdd blank space for easy reading Help your reader see the structure Help your reader see the structure

of your documentof your document

Change this long sentenceChange this long sentence

The student applicant should submit The student applicant should submit an official copy of his or her an official copy of his or her transcript, two letters of transcript, two letters of recommendation from professors, a recommendation from professors, a statement of financial need, and a statement of financial need, and a short biographical statement to our short biographical statement to our grants office by April 15.grants office by April 15.

Into a listInto a list

To apply, submit the following items To apply, submit the following items to our grants office by April 15:to our grants office by April 15:

An official copy of your transcriptAn official copy of your transcript Two letters of recommendation Two letters of recommendation

from professors;from professors; A statement of financial need; and A statement of financial need; and A short biographical statement.A short biographical statement.

TablesTables

Make it easy to take in complex Make it easy to take in complex material at a glancematerial at a glance

Make it easy to locate specific Make it easy to locate specific provisionsprovisions

Save wordsSave words Make your logic and structure clear Make your logic and structure clear

We must receive your completed We must receive your completed application form on or before the 15th application form on or before the 15th day of the second month following the day of the second month following the month you are reporting if you do not month you are reporting if you do not submit your application electronically submit your application electronically or the 25th day of the second month or the 25th day of the second month following the month you are reporting if following the month you are reporting if you submit your application you submit your application electronically.electronically.

We must receive your completed applica-tion form on or before the following dates:

If you submityour form...

We must receive it by...

electronically the 25th day of the secondmonth following the monthyou are reporting.

other thanelectronically

the 15th day of the secondmonth following the monthyou are reporting.

You will:You will: Write more effectively and with Write more effectively and with

more impactmore impact Get better resultsGet better results Provide better customer serviceProvide better customer service

If you write in Plain LanguageIf you write in Plain Language

Where to Get HelpWhere to Get Help

Get a free half day introduction to Get a free half day introduction to plain languageplain language

Come to our monthly meetingsCome to our monthly meetings Visit our Web Site (Visit our Web Site (www.www.

plainlanguageplainlanguage..govgov)) For more information, emailFor more information, emailcontact@plainlanguage.govcontact@plainlanguage.gov

Where to Get HelpWhere to Get Help

Visit our Web Site (Visit our Web Site (www.www.plainlanguageplainlanguage..govgov))