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Plain Language training - Federal Communicators Network - Katherine Spivey - October 30, 2014
This document is a briefing presented by Katherine Spivey, focusing on the importance of plain language in government communications, as mandated by the Plain Writing Act of 2010. It outlines key principles of plain language, benefits of implementing these principles, and offers guidelines for effective writing to enhance understanding and reduce costs. The document also highlights training resources and encourages joining the Plain Language Action and Information Network for further support.
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Plain Language training - Federal Communicators Network - Katherine Spivey - October 30, 2014
- 1. October 30, 2014 PLAIN LANGUAGE BRIEFING FOR FEDERAL COMMUNICATORS NETWORK 1
- 2. Presenter: Katherine Spivey • Plain Language Launcher, General Services Administration • Co-Chair, Plain Language Action and Information Network (PLAIN) [email protected] or @katherinespivey 2
- 3. Objectives This briefingwill provide an update on plain writing principles and the law. If you write for an agency website, intranet, or extranet; press releases or blogs; emails, articles, e-newsletters, etc., you will hear how the Plain Writing Act of 2010 affects government agencies learn plain writing principles and techniques find where to get additional training discover the federal plain language community 3
- 4. What is plainlanguage? 4 Definition Plain language is a style of writing that allows readers and listeners to: •Quickly find what they need • Understand what they read • Use what they read to fulfill their needs the first time they read or hear it.
- 5. 5 What isplain language? Techniques Many writing techniques allow users to quickly and easily understand what they are reading: • reader-centered organization • design features such as headers, tables, and bullets • short sentences and paragraphs • “you,” “we,” and other pronouns • active voice • verbs, not nouns • consistent terms, not jargon or acronyms • common, everyday words
- 6. 6 What isplain language? Anticipated Benefits Plain language is an essential part of open government. The final OMB guidance on the Plain Writing Act of 2010 states that creating documents using plain writing can reduce agency costs. For example, plain writing can reduce: • questions from the public to agency staff and time spent answering them • resources spent on enforcement • errors on forms and applications Source: “Final Guidance for the Plain Writing Act of 2010,” M-11-15, Office of Management and Budget.
- 7. Veterans Benefits FormLetter Revision Results: Jackson, Mississippi, DVA Office Old Letter New Letter Calls per month per counselor 9.4 1.6 Calls per year x 10 counselors 1128 192 7
- 8. 8 What governsplain language? The Plain Writing Act of 2010 According to the Plain Writing Act of 2010, all new government documents that meet the following criteria must be written in plain language by October 13, 2011: • Documents that are necessary to get government benefits or services, or for filing taxes • Documents that provide information about federal benefits or services • Documents that explain to the public how to comply with a federal requirement The legislation applies to both paper and electronic letters, publications, forms, notices, and instructions.
- 9. 9 What governsplain language? Guidelines and Documentation OMB Guidance OMB provided final guidance on April 13, 2011. The Plain Language Action and Information Network (PLAIN) PLAIN was founded in the mid-1990s with the goal of using plain language for all government communications. OMB guidance encourages agencies to follow PLAIN’s Federal Plain Language Guidelines (available on plainlanguage.gov) .
- 10. Plain Language =Customer Service Executive Order--Streamlining Service Delivery and Improving Customer Service “Government managers must learn from what is working in the private sector and apply these best practices to deliver services better, faster, and at lower cost.” “Such best practices include increasingly popular lower-cost, self-service options accessed by the Internet or mobile phone and improved processes that deliver services faster and more responsively, reducing the overall need for customer inquiries and complaints. ” 10
- 11. Online Self-Service SavesMoney Costs per transaction 11 Transaction via Cost Face to face ~$50, depending on type of service Phone ~$20 Online > $1 Arizona State University, WP Carey Center for Service Excellence, for “Getting Serious about Customer Service,” Craig Newmark and Joe Doyle, April 28, 2010
- 12. Organize to servethe reader • Anticipate questions an informed reader is likely to ask • Organize writing to answer questions in the order the reader will ask them 12
- 13. Use headers •Allow the reader to quickly find relevant information • Increase white space on the page to break up information • Use informative headings help the reader navigate the document 13
- 14. Try question headers • Readers have questions in mind • Questions help readers relate to the information • Questions help you organize the information 14
- 15. Use lists •Make it easy for the reader to identify all items or steps in a process • Use numbers for steps in process, bullets for everything else • Make items parallel • Add blank space for easy reading • Help the reader see how you’ve structured your document 15
- 16. Don’t make liststoo long • Research suggests that seven items are the maximum that work well in a list • Longer lists are hard to navigate • Use headers within the list • Use two or three columns 16
- 17. Example: How easyis this to read? U.S. Citizenship and Immigration Services (USCIS) is expanding its Direct Mail Program to provide that filings of Form I-800A, Application for Determination of Suitability to Adopt a Child from a Convention Country, Form I-800A Supplement 1, Listing of Adult Member of the Household, Supplement 2, Consent to Disclose Information, Supplement 3, Request for Action on Approved Form I-800A, Form I-800, Petition to Classify Convention Adoptee as an Immediate Relative, Supplement 1, Consent to Disclose Information, for the Hague Adoption Convention be filed at a designated Chicago, Illinois lockbox facility for initial processing. 17
- 18. Revision in listformat U.S. Citizenship and Immigration Services (USCIS) is expanding its Direct Mail Program to include the following forms: • Form I-800A, Application for Determination of Suitability to Adopt a Child from a Convention Country • Form I-800A Supplement 1, Listing of Adult Member of the Household • Form I-800A Supplement 2, Consent to Disclose Information • Form I-800A Supplement 3, Request for Action on Approved Form I-800A • Form I-800, Petition to Classify Convention Adoptee as an Immediate Relative • The Form I-800 Supplement 1, Consent to Disclose Information. Mail these forms to the Chicago Lockbox facility. 18
- 19. Revision in TableFormat U.S. Citizenship and Immigration Services (USCIS) is expanding its Direct Mail Program to include the following forms: 19 Form Number Form Name 1-800A Application for Determination of Suitability to Adopt a Child from a Convention Country 1-800A Supplement 1 Listing of Adult Member of the Household 1-800A Supplement 2 Consent to Disclose Information 1-800A Supplement 3 Request for Action on Approved Form 1-800A 1-800 Petition to Classify Convention Adoptee as an Immediate Relative 1-800 Supplement 1 Consent to Disclose Information
- 20. Why use tables? Tables • save words • make it easy to locate specific provisions • make it easy to take in complex material at a glance • make your logic and structure clear 20
- 21. Use short paragraphs • Limit a paragraph to one subject or step • Smaller “bites” of info are easier to digest • Aim for @7 lines 21
- 22. Use short sentences • Treat only one subject in each sentence • Avoid complexity and confusion • Aim for @20 words per sentence 22
- 23. Use pronouns Yourreader is a person, not an entity. Use pronouns to: • speak directly to readers • make your writing relevant to readers • require less work from your readers • eliminate words 23
- 24. Use active, notpassive voice • Active voice is more clear, concise and direct • Passive is a characteristic of bureaucratese (not plain) • “Mistakes were made.” 24
- 25. Avoid hidden verbs Hidden verbs are verbs disguised as nouns. They are generally longer than their true verb forms. 25
- 26. Rescuing hidden verbs Instead of this … • Conduct an analysis • Present a report • Do an assessment • Provide assistance • Came to the conclusion that Use this! • Analyze • Report • Assess • Help • Concluded 26
- 27. Don’t sound sobureaucratic! • Limit jargon and acronyms • Use contractions • Use everyday words 27
- 28. Use everyday words Instead of these … • anticipate • attempt • commence • demonstrate • implement • in the event that • submit • terminate Use these! • expect • try • begin, start • show, prove • start • if • send, give • end, cancel 28
- 29. Review youragency’s Plain Writing Act page Work on key content first—public-facing documents Read and apply the federal plain language guidelines Join the Plain Language Action and Information Network (PLAIN) Action items
- 30. Additional resources Federalgovernment resources • Federal plain language guidelines at plainlanguage.gov • National Institutes of Health plain language course • Plain Language Action and Information Network (PLAIN) @ www.plainlanguage.gov • Writing Web Content that Works, by Janice (Ginny) Redish 30
- 31. 31 Appendix PlainLanguage References Plain Language website: plainlanguage.gov Web content best practices: howto.gov/web-content “The Plain Writing Act of 2010,” H.R. 946. “Preliminary Guidance for the Plain Writing Act of 2010,” M-11-05, Office of Management and Budget. “Final Guidance on Implementing the Plain Writing Act of 2010,” M-11-15, Office of Management and Budget
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