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Welcome!
Why are we celebrating?Why should you join us?
Plain language is1. Brief2. Simple3. Organized4. Friendly5. Action-oriented
Plain language is brief."I am sorry this is such a long letter, but I did not have thetime to write a short one."         ...
Plain language is brief.Before   We are currently experiencing problems         with the Branch Network foreign exchange  ...
Plain language is brief.Before  Tellers are to process the transactions the day they  are made, if possible, thus avoiding...
Plain language is brief.After   We will aim to process transactions on the same   day the customer makes them, so that we ...
Plain language is simple.“Simplicity before understanding is simplistic; simplicityafter understanding is simple.”        ...
Plain language is simple.Before   This process has passed CAT, and will initiate a         new paradigm in B2B transaction...
Plain language is simple.Before   An enamelectomy may be indicated if patient         experiences excessive neuralgia.Afte...
Plain language is organized.“Out of clutter, find simplicity.”                                          - Albert Einstein“...
Plain language is organized.Before  Dear Valued Customer,  Originators Last Name: Rogers Nelson  Originators First Name: P...
Plain language is organized.AfterDear Valued Customer,Thank you for your request. We have assigned this Customer Care Queu...
Plain language is friendly."I love words but I dont like strange ones. You dontunderstand them and they dont understand yo...
Plain language is friendly.Before   Failure to send a prompt and timely response to this         notice may result in disc...
Plain language is action-oriented."Web users want actionable content; they dont want tofritter away their time on (otherwi...
Plain language is action-oriented.Before   Failure to send a prompt and timely response to this         notice may result ...
Juggling the jargon…Actionable        Run it up the flagpole   RAMP-UP  When the rubber hits the road            RAISE THE...
How motivated are you to read long,complex communications?                                      © 2012
Clear, helpful business communicationconsiders the reader’s time and tools.                                     © 2012
Can your reader act on your messagefrom where they are?                                      © 2012
Before – a PowerPoint PresentationPurposeTo provide you with:   • background information on the Services Delivered by Comm...
After – Same presentation,                fewer wordsToday we will talk about:Section 1    How the Community Services syst...
Some clear design basics    Use a readable type size.    Use left justification.    Keep the number of different fonts ...
Some clear design basics (cont’d)Avoid ‘old style’ features:    ALL CAPS    Underlining long lines of text on a page (in...
Before We are grateful in advance       for your attention to our       presentation.After   Thanks for reading this!     ...
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IPLDay - Why it’s worth celebrating, Michelle Black, Canada

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IPLDay - Why it’s worth celebrating, Michelle Black, Canada

  1. 1. Welcome!
  2. 2. Why are we celebrating?Why should you join us?
  3. 3. Plain language is1. Brief2. Simple3. Organized4. Friendly5. Action-oriented
  4. 4. Plain language is brief."I am sorry this is such a long letter, but I did not have thetime to write a short one." - Mark Twain © 2012
  5. 5. Plain language is brief.Before We are currently experiencing problems with the Branch Network foreign exchange strategies portal. An investigation of the problem is underway by our technicians and an additional advisory will be issued upon resolution of the issue.After We are having problems with the portal that serves foreign strategies data to your branches. Our technicians are looking into the problem and will let you know when they have resolved it. © 2012
  6. 6. Plain language is brief.Before Tellers are to process the transactions the day they are made, if possible, thus avoiding or minimizing delays in the cheque or remittance clearing processes. This will require the collaboration of managers to ensure prompt adoption of this new procedure. © 2012
  7. 7. Plain language is brief.After We will aim to process transactions on the same day the customer makes them, so that we avoid or reduce clearing delays for cheque and remittance. Your managers will need to work with us and their teams, to help them follow the new process. © 2012
  8. 8. Plain language is simple.“Simplicity before understanding is simplistic; simplicityafter understanding is simple.” - Eduard De Bono © 2012
  9. 9. Plain language is simple.Before This process has passed CAT, and will initiate a new paradigm in B2B transactional capacity.After This process has passed its test with our customers, and will make us better able to process business-to-business transactions. © 2012
  10. 10. Plain language is simple.Before An enamelectomy may be indicated if patient experiences excessive neuralgia.After You can have us repair your tooth enamel to relieve pain. © 2012
  11. 11. Plain language is organized.“Out of clutter, find simplicity.” - Albert Einstein“Order is the shape upon which beauty depends.” - Pearl S. Buck
  12. 12. Plain language is organized.Before Dear Valued Customer, Originators Last Name: Rogers Nelson Originators First Name: Prince Date Received: 2004-02-16 Call Type: MAC Call Sub-Type: Sanctioning Call Category: Aliant Call Status: Open Your request will be completed no later than: 2004-03-08 Call Description: Your request has been assigned Customer Care Queue number 00191495. Please refer to this number when making inquiries. In most cases, a Request Completion Target Date is assigned immediately at the opening of the ticket. If no date appears above, please contact us via a reply to this message.
  13. 13. Plain language is organized.AfterDear Valued Customer,Thank you for your request. We have assigned this Customer Care Queuenumber: 00191495 Please refer to this number if you contact us about yourrequest.Response Date: no later than 2004-03-08Our systems usually assign a Response Date right away when we reserve yourplace in our queue. If you do not see a date above, let us know by replying tothis message. Customer Last Name: Rogers Nelson Customer First Name: Prince Date Received: 2004-02-16 -------------------------------------- Call Type: MAC Sub-Type: Sanctioning Category: Aliant Status: Open © 2012
  14. 14. Plain language is friendly."I love words but I dont like strange ones. You dontunderstand them and they dont understand you. Old wordsis like old friends, you know em the minute you see em." - Will Rogers © 2012
  15. 15. Plain language is friendly.Before Failure to send a prompt and timely response to this notice may result in discontinuation of a recipient’s benefits under this program.After If you do not reply to us soon, we may have to put your benefits on hold. © 2012
  16. 16. Plain language is action-oriented."Web users want actionable content; they dont want tofritter away their time on (otherwise enjoyable) stories thatare tangential to their current goals …" - Jakob Neilsen www.UseIt.com © 2012
  17. 17. Plain language is action-oriented.Before Failure to send a prompt and timely response to this notice may result in discontinuation of a recipient’s benefits under this program.After If you do not reply to us by May 18, we may have to put your benefits on hold. Along with the address at the top of this message, you can reach us right away by phone or email:  416-555-3555  michelle.black@simplyread.ca
  18. 18. Juggling the jargon…Actionable Run it up the flagpole RAMP-UP When the rubber hits the road RAISE THE BAR Value-add SYNERGIES Let’s workshop it!Brain dump PROACTIVE low-hanging fruit Get traction WIN-WIN Throw him under the bus © 2012
  19. 19. How motivated are you to read long,complex communications? © 2012
  20. 20. Clear, helpful business communicationconsiders the reader’s time and tools. © 2012
  21. 21. Can your reader act on your messagefrom where they are? © 2012
  22. 22. Before – a PowerPoint PresentationPurposeTo provide you with: • background information on the Services Delivered by Community Service Organizations Act, 2008 and the requirements for the application process for Local Outreach Services (LOS) funded services and systems (Sections I & II); • information on the provincial framework that will guide worker input on the development of regional delivery criteria for the delivery of support division functions in York region (Section III); • an overview of the Service team’s employee engagement process to inform the development of regional delivery criteria for the delivery of branch service functions (Section IV); and • information on how you can be involved in the process (Section IV). © 2012
  23. 23. After – Same presentation, fewer wordsToday we will talk about:Section 1 How the Community Services system is changingSection 2 The new way to apply for social supportsSection 3 Setting up Service Hubs and other plans for this yearSection 4 What is happening in your region? Get involved! Here’s how … © 2012
  24. 24. Some clear design basics  Use a readable type size.  Use left justification.  Keep the number of different fonts or typefaces to a minimum.  Make sure there is lots of ‘white space.’  Use headings, images and space between paragraphs. © 2012
  25. 25. Some clear design basics (cont’d)Avoid ‘old style’ features:  ALL CAPS  Underlining long lines of text on a page (including in long hyperlink addresses or URLs)  Long reams of close-together text in italic font which make the eyes have to strain to read and seem to flicker if you stare at them onscreen for too long. See what I mean?  Very ornate fonts (these also strain the eye)  colours that recede or too many colours  Blinking text on websites © 2012
  26. 26. Before We are grateful in advance for your attention to our presentation.After Thanks for reading this! www.simplyread.ca

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