I gave this presentation to the Content Strategy Applied Conference at eBay/PayPal in San Jose, CA. October 16, 2013. Large audience of content strategists learning about how plain language strategies can make content easy to understand.
The document discusses guidelines for writing in plain language. It recommends focusing content on the reader, being brief, using an active voice and positive language, organizing information logically, and designing documents for easy reading. Specific tips include using short sentences and paragraphs, defining technical terms, and avoiding nominalizations and negative constructions. Proper organization, transitions, formatting and visual elements can also improve understandability. The goal is to communicate complex information simply and clearly.
This document provides information about plain language and its importance for accessibility and usability of information. It defines plain language as writing that allows users to find what they need, understand what they find, and use the information to meet their goals. The document notes that plain language supports people with different levels of literacy, cognitive disabilities, and visual disabilities. It discusses guidelines for writing in plain language, including writing for the audience, organizing information logically, writing for action, keeping text short, and designing for reading.
The document provides guidance on writing content for the web in plain language. It discusses key principles of plain language writing including using common words, short sentences, active voice, and avoiding jargon and unnecessary information. Specific techniques are outlined such as replacing wordy phrases and hidden verbs with stronger verbs. Examples of plain language rewrites improve clarity and readability. The goal is for web content to have a conversational tone that helps users understand what they need through logical organization and signposts.
In plain language and in plain sight around the globeDeborah S. Bosley
1. The document discusses plain language and its use around the globe. It provides examples showing how legal and financial documents can be simplified to be easier to understand.
2. Research shows that plain language improves comprehension and is preferred by readers. Laws and regulations in several countries now require plain language in various documents.
3. The document outlines plain language initiatives and requirements in countries like the US, EU nations, Canada, Australia, New Zealand, South Africa and others. Resources for plain language are also provided.
Writing Paper With Dotted Lines - Worksheet By SKOOLGO.Com LetterJoyce Knight
String theory proposes that the basic constituents of the universe are tiny vibrating strings, with different vibration modes corresponding to different particles, in an attempt to develop a unified "theory of everything". It describes two types of string theories, one with closed strings that can split into open strings, and another with only closed strings. Elementary strings have excitation modes that represent elementary particles and a tension that depends on the Planck length, the smallest measurable size.
Regulatory Requirements for Plain Language: Making Financial Information Tran...BentleyDUC
At the 2012 Face of Finance Conference, at Bentley University, in Waltham, MA, Deborah Bosley (UNC Charlotte/The Plan Language Group) presented "Regulatory Requirements for Plain Language: Making Financial Information Transparent".
Social media competence and ethics OklahomaJon Sutten
Jabez LeBret, author of Online Law Practice Strategies, speaks with the Oklahoma State Bar about the responsibility lawyers have to stay competent and up to date with social media. What are they ethically responsible to know?
The document discusses guidelines for writing in plain language. It recommends focusing content on the reader, being brief, using an active voice and positive language, organizing information logically, and designing documents for easy reading. Specific tips include using short sentences and paragraphs, defining technical terms, and avoiding nominalizations and negative constructions. Proper organization, transitions, formatting and visual elements can also improve understandability. The goal is to communicate complex information simply and clearly.
This document provides information about plain language and its importance for accessibility and usability of information. It defines plain language as writing that allows users to find what they need, understand what they find, and use the information to meet their goals. The document notes that plain language supports people with different levels of literacy, cognitive disabilities, and visual disabilities. It discusses guidelines for writing in plain language, including writing for the audience, organizing information logically, writing for action, keeping text short, and designing for reading.
The document provides guidance on writing content for the web in plain language. It discusses key principles of plain language writing including using common words, short sentences, active voice, and avoiding jargon and unnecessary information. Specific techniques are outlined such as replacing wordy phrases and hidden verbs with stronger verbs. Examples of plain language rewrites improve clarity and readability. The goal is for web content to have a conversational tone that helps users understand what they need through logical organization and signposts.
In plain language and in plain sight around the globeDeborah S. Bosley
1. The document discusses plain language and its use around the globe. It provides examples showing how legal and financial documents can be simplified to be easier to understand.
2. Research shows that plain language improves comprehension and is preferred by readers. Laws and regulations in several countries now require plain language in various documents.
3. The document outlines plain language initiatives and requirements in countries like the US, EU nations, Canada, Australia, New Zealand, South Africa and others. Resources for plain language are also provided.
Writing Paper With Dotted Lines - Worksheet By SKOOLGO.Com LetterJoyce Knight
String theory proposes that the basic constituents of the universe are tiny vibrating strings, with different vibration modes corresponding to different particles, in an attempt to develop a unified "theory of everything". It describes two types of string theories, one with closed strings that can split into open strings, and another with only closed strings. Elementary strings have excitation modes that represent elementary particles and a tension that depends on the Planck length, the smallest measurable size.
Regulatory Requirements for Plain Language: Making Financial Information Tran...BentleyDUC
At the 2012 Face of Finance Conference, at Bentley University, in Waltham, MA, Deborah Bosley (UNC Charlotte/The Plan Language Group) presented "Regulatory Requirements for Plain Language: Making Financial Information Transparent".
Social media competence and ethics OklahomaJon Sutten
Jabez LeBret, author of Online Law Practice Strategies, speaks with the Oklahoma State Bar about the responsibility lawyers have to stay competent and up to date with social media. What are they ethically responsible to know?
Continuing legal education class offered at Orange County Bar Association meeting of the Small Firm and Solo Practice Committee on April 25, 2010. Covers all aspects of attorney and client electronic communication and documents and related e-discovery implications.
3 Best Practices for eDiscovery Custodian InterviewsD4
With all the advanced technologies available to us, a good client interview still provides the single biggest advantage in saving money and managing the risks of eDiscovery. Besides getting a good idea about the facts of your case and the value of potential witnesses, a good client interview helps to achieve a cost-effective review and a proportionate discovery response.
While eDiscovery service providers stress the importance of consistency – every case, IT environment, and custodian is different making it difficult to leverage templates and repeatable workflow for the interview process.
When done properly and thoroughly, custodian interviews will arm you with the proper information to negotiate a reasonable scope of discovery. Nailing an eDiscovery interview means insuring that you focus on the case, verify the facts, and document the process.
Keeping the Trolls at Bay: Effective Legal Strategies for your BusinessHostingCon
Many hosting companies are concerned about the time, effort and complexity involved in getting their legal house in order. Significant misconceptions about litigation, contracts and abuse often keep these businesses from taking even basic steps to protect their businesses. In this session experienced technology lawyers, David Snead and Jeff Gordon, will help companies learn how to create and structure their business in a way to minimize legal costs and enhance the value of their company.
Acetonitrile is an organic solvent that is polar, colorless, volatile, and soluble in water and organic compounds. It has a wide range of applications due to its ability to dissolve both polar and nonpolar substances, making it useful as an extraction solvent in chemistry laboratories. However, acetonitrile is toxic and flammable, so appropriate safety precautions must be taken when using and disposing of it.
This document discusses the importance of effective communication in organizations and some best practices. While technologies allow for information sharing, effective communication requires clear meaning and feedback. Corporate communications should be concise, avoid jargon, state the topic and reference previous discussions. Feedback is important to ensure shared understanding. Communication must flow two ways, and organizations risk overload without filtering irrelevant information. Clear, concise ideas that avoid ambiguity help facilitate understanding between individuals and groups.
Interesting Topics For A Persuasive EssayDebbie Huston
31 Persuasive Essay Topics • JournalBuddies.com. History Essay: Top 100 persuasive essay topics. Guideline and Top Persuasive Essay Topics. Persuasive Writing Worksheet Pack - No Prep Lesson Ideas | Persuasive .... 30 best images about Persuasive essay on Pinterest | Daily 5 stations .... English Essays Topics List - 101 Argumentative Essay Topics Recommended .... 50 Free Persuasive Essay Examples (+BEST Topics) ᐅ TemplateLab. 10 Perfect Topic Ideas For Persuasive Speech 2023. 50 persuasive essay topics. What are some good topics to write about for a persuasive essay in 2021 .... Fun Ideas For Persuasive Essay.
1
Research 5
Agency Description and Research Instrument’s Application
My topic of interest is on figuring out the effectiveness of the juvenile justice system on lowering the delinquency rate, specifically those that undergo legislative waivers. These studies are of more significance as they mainly give extra information concerning the effect of the legislative waivers on juvenile offenders. This gives a viewpoint of ways the device wishes to be changed regarding the identical. Many interview inquiries consist of the program and the service that is offered in an agency. Questions are, what are your responsibilities? Who are the people who receive the services, and how are they connected to the agency? Do you feel the juvenile children are ready to get back to the community and become productive? From your personal experience, have you ever worked with any discharge plan that deals with correction and, was it effective? What are the requirements that one needs to be able to access the services that are offered in the agency? Does the agency that you work for a charge, and if they charge, how much is the charges? Name the common barriers that the clients face and, what are the strategies that you apply to assist them in dealing with these barriers? What time or the duration it takes for the clients to receive the services that they need, and according to you, do you feel it is sufficient? Can you state any policies or laws that restrict the successful ex-offender re-entry back into the community? What do you think will need to be added by the professional to make sure there is successful re-entry back into the community?
The interviewees may be the contributors of the judiciary and teens who are juveniles, and those that are in rehabilitation. The questions will contain principal questions and associated questions that are related to the center question. For the interview facts to be captured more successfully, the interviews may be recorded. This method allows researchers to collect open-end data to explore the respondent’s thoughts, feelings, and beliefs about the topic in question.
Some tips for the on-site system are keeping the surroundings secure and informal; this may encourage the respondents to think the interviewer is interested in communication. Explaining why the interview is important and stressing the advantage of the examination to the respondent is too important. Additionally, it is going to involve the usage of language that the respondent can comperhend. The length of the interview should be brief, and the respondent should be assured that identity is unknown and not discovered (Redding, 2008).
After covering all the relevant subjects, the interview ends. However, the interview can be stopped in advance if the respondent appears to be uncomfortable. It will also be proper to ensure that the interview is carried out in an area that has correct recording situations for an excellent recording to take place.
Refe.
This document provides litigation tips and strategies for attorneys. It discusses the importance of having a clear end goal and theme in mind from the start of a case. It offers tips for developing claims, using Rule 202 depositions to investigate potential claims, and document management strategies. The document also discusses case preparation, developing an effective theme and theory, avoiding distractions, crafting an impactful opening and closing argument, and using various presentation tools and exhibits to engage the jury throughout trial.
This document discusses options for providing remote legal services to cover large geographic areas. It summarizes:
1) Three core possibilities for remote services identified: taking services on the road via mobile units, helping people from afar through videoconferencing and text messaging, and providing compelling online resources.
2) Case studies of organizations using these approaches, including legal kiosks, a mobile legal help center, telemedicine services to remote islands, and videos and interactive online trainings.
3) Key themes that emerged around the challenges of remote services, such as costs being higher, the importance of outreach and scheduling, balancing quality and reach, and having contingency plans for technology issues.
Essay On Reality Shows Must Be Banned. Online assignment writing service.Paula Poer
The document discusses the arguments for and against implementing a flat tax. It notes that a flat tax would tax all goods and services at the same percentage rate, creating a simple and easily calculable tax system. However, opponents argue that simplifying the tax code could have unintended economic effects on businesses, with some seeing tax increases and others decreases depending on their operations. The document also outlines the key debate around whether a flat tax system is fair in taxing everyone at the same rate.
Legal Office Contracts KEY CONSIDERATIONS FOR CONTRACTSTechSoup
TechSoup legal expert, DeAnna Poon, guided nonprofits through the often complex process of navigating contracts and agreements, providing the tools and knowledge needed to successfully protect your organization's interests.
The document discusses the advantages and disadvantages of exit interviews. It begins by explaining that an exit interview is a final meeting between a departing employee and human resources where the employee discusses their reasons for leaving. This allows employees to provide honest feedback about their experience by praising or criticizing aspects of the job, colleagues, or company practices. While some see it as a chance to provide constructive feedback, others may be less comfortable being completely honest on their way out. The document then goes on to explore both the pros and cons of exit interviews in more detail.
2012: NJ GMIS: The Double Edge Sword of the Social NetworkCarol Spencer
Social networks are, for the most part, free and easy to use. Their use has proliferated and is necessary for governments to communicate with constituents. But, with that use comes the need for policies and policing of the use of social media.
This document provides an overview of key considerations for preparing an effective contract from the perspective of a supplier or provider. It discusses the importance of return on capital employed, financial controls, and directors' responsibilities in creating and growing shareholder value. The document outlines essential contract ingredients like definitions, responsibilities, payment terms, and dispute resolution. It emphasizes that people are key to a contract's success or failure. The document also examines factors to consider when reviewing a potential contract, including the form of contract, employer amendments, entire agreements clauses, assignment provisions, best endeavors clauses, indemnity provisions, and third party rights.
How To Write A Rogerian Essay Complete Guide And Sample EssayMelissa Wilson
The document provides instructions for using a writing assistance service called HelpWriting.net. It outlines a 5-step process:
1. Create an account with a password and email.
2. Complete a 10-minute order form with instructions, sources, and deadline.
3. Review bids from writers and choose one based on qualifications.
4. Review the completed paper and authorize payment if satisfied.
5. Request revisions until fully satisfied, with a refund option for plagiarism.
Google Docs Research Paper Template. Online assignment writing service.Jennifer Lyons
The document discusses two early 20th century works of American naturalist literature - Maggie: A Girl of the Streets by Stephen Crane and The Yellow Wallpaper by Charlotte Perkins Gilman. It argues that both works portray female characters as oppressed and unable to escape the social and gender norms of the time that restricted women's independence and agency. While the stories differ in writing style, the female protagonists in each are portrayed as unhappy and deeply oppressed by the world around them, with little means to change their circumstances or pursue happier lives.
This document provides an overview of organizational behavior concepts related to conflict and negotiations. It begins with learning objectives focused on understanding the different types and causes of conflict, and how to manage it effectively. It also covers the stages of negotiation and how to avoid common mistakes. The document then defines different types of conflict and discusses causes and outcomes. It provides strategies for managing conflict, such as changing team structures or problem solving. It also discusses different conflict handling styles and their appropriate uses. The document concludes by covering negotiation strategies and ethics.
The document discusses various topics related to contracts and contracting, including requests for proposals (RFPs), letters of intent, confidentiality agreements, and terms of service agreements. An RFP should include detailed requirements, specifications, and protections for the requesting party. Letters of intent can be legally binding, so they require an attorney. Confidentiality agreements become important when deals become serious. Terms of service agreements on websites try to form contracts through clickwrap or browsewrap methods.
The Genesis of BriansClub.cm Famous Dark WEb PlatformSabaaSudozai
BriansClub.cm, a famous platform on the dark web, has become one of the most infamous carding marketplaces, specializing in the sale of stolen credit card data.
Best practices for project execution and deliveryCLIVE MINCHIN
A select set of project management best practices to keep your project on-track, on-cost and aligned to scope. Many firms have don't have the necessary skills, diligence, methods and oversight of their projects; this leads to slippage, higher costs and longer timeframes. Often firms have a history of projects that simply failed to move the needle. These best practices will help your firm avoid these pitfalls but they require fortitude to apply.
More Related Content
Similar to Content = Communication: What is Plain Language and Why Should You Care?
Continuing legal education class offered at Orange County Bar Association meeting of the Small Firm and Solo Practice Committee on April 25, 2010. Covers all aspects of attorney and client electronic communication and documents and related e-discovery implications.
3 Best Practices for eDiscovery Custodian InterviewsD4
With all the advanced technologies available to us, a good client interview still provides the single biggest advantage in saving money and managing the risks of eDiscovery. Besides getting a good idea about the facts of your case and the value of potential witnesses, a good client interview helps to achieve a cost-effective review and a proportionate discovery response.
While eDiscovery service providers stress the importance of consistency – every case, IT environment, and custodian is different making it difficult to leverage templates and repeatable workflow for the interview process.
When done properly and thoroughly, custodian interviews will arm you with the proper information to negotiate a reasonable scope of discovery. Nailing an eDiscovery interview means insuring that you focus on the case, verify the facts, and document the process.
Keeping the Trolls at Bay: Effective Legal Strategies for your BusinessHostingCon
Many hosting companies are concerned about the time, effort and complexity involved in getting their legal house in order. Significant misconceptions about litigation, contracts and abuse often keep these businesses from taking even basic steps to protect their businesses. In this session experienced technology lawyers, David Snead and Jeff Gordon, will help companies learn how to create and structure their business in a way to minimize legal costs and enhance the value of their company.
Acetonitrile is an organic solvent that is polar, colorless, volatile, and soluble in water and organic compounds. It has a wide range of applications due to its ability to dissolve both polar and nonpolar substances, making it useful as an extraction solvent in chemistry laboratories. However, acetonitrile is toxic and flammable, so appropriate safety precautions must be taken when using and disposing of it.
This document discusses the importance of effective communication in organizations and some best practices. While technologies allow for information sharing, effective communication requires clear meaning and feedback. Corporate communications should be concise, avoid jargon, state the topic and reference previous discussions. Feedback is important to ensure shared understanding. Communication must flow two ways, and organizations risk overload without filtering irrelevant information. Clear, concise ideas that avoid ambiguity help facilitate understanding between individuals and groups.
Interesting Topics For A Persuasive EssayDebbie Huston
31 Persuasive Essay Topics • JournalBuddies.com. History Essay: Top 100 persuasive essay topics. Guideline and Top Persuasive Essay Topics. Persuasive Writing Worksheet Pack - No Prep Lesson Ideas | Persuasive .... 30 best images about Persuasive essay on Pinterest | Daily 5 stations .... English Essays Topics List - 101 Argumentative Essay Topics Recommended .... 50 Free Persuasive Essay Examples (+BEST Topics) ᐅ TemplateLab. 10 Perfect Topic Ideas For Persuasive Speech 2023. 50 persuasive essay topics. What are some good topics to write about for a persuasive essay in 2021 .... Fun Ideas For Persuasive Essay.
1
Research 5
Agency Description and Research Instrument’s Application
My topic of interest is on figuring out the effectiveness of the juvenile justice system on lowering the delinquency rate, specifically those that undergo legislative waivers. These studies are of more significance as they mainly give extra information concerning the effect of the legislative waivers on juvenile offenders. This gives a viewpoint of ways the device wishes to be changed regarding the identical. Many interview inquiries consist of the program and the service that is offered in an agency. Questions are, what are your responsibilities? Who are the people who receive the services, and how are they connected to the agency? Do you feel the juvenile children are ready to get back to the community and become productive? From your personal experience, have you ever worked with any discharge plan that deals with correction and, was it effective? What are the requirements that one needs to be able to access the services that are offered in the agency? Does the agency that you work for a charge, and if they charge, how much is the charges? Name the common barriers that the clients face and, what are the strategies that you apply to assist them in dealing with these barriers? What time or the duration it takes for the clients to receive the services that they need, and according to you, do you feel it is sufficient? Can you state any policies or laws that restrict the successful ex-offender re-entry back into the community? What do you think will need to be added by the professional to make sure there is successful re-entry back into the community?
The interviewees may be the contributors of the judiciary and teens who are juveniles, and those that are in rehabilitation. The questions will contain principal questions and associated questions that are related to the center question. For the interview facts to be captured more successfully, the interviews may be recorded. This method allows researchers to collect open-end data to explore the respondent’s thoughts, feelings, and beliefs about the topic in question.
Some tips for the on-site system are keeping the surroundings secure and informal; this may encourage the respondents to think the interviewer is interested in communication. Explaining why the interview is important and stressing the advantage of the examination to the respondent is too important. Additionally, it is going to involve the usage of language that the respondent can comperhend. The length of the interview should be brief, and the respondent should be assured that identity is unknown and not discovered (Redding, 2008).
After covering all the relevant subjects, the interview ends. However, the interview can be stopped in advance if the respondent appears to be uncomfortable. It will also be proper to ensure that the interview is carried out in an area that has correct recording situations for an excellent recording to take place.
Refe.
This document provides litigation tips and strategies for attorneys. It discusses the importance of having a clear end goal and theme in mind from the start of a case. It offers tips for developing claims, using Rule 202 depositions to investigate potential claims, and document management strategies. The document also discusses case preparation, developing an effective theme and theory, avoiding distractions, crafting an impactful opening and closing argument, and using various presentation tools and exhibits to engage the jury throughout trial.
This document discusses options for providing remote legal services to cover large geographic areas. It summarizes:
1) Three core possibilities for remote services identified: taking services on the road via mobile units, helping people from afar through videoconferencing and text messaging, and providing compelling online resources.
2) Case studies of organizations using these approaches, including legal kiosks, a mobile legal help center, telemedicine services to remote islands, and videos and interactive online trainings.
3) Key themes that emerged around the challenges of remote services, such as costs being higher, the importance of outreach and scheduling, balancing quality and reach, and having contingency plans for technology issues.
Essay On Reality Shows Must Be Banned. Online assignment writing service.Paula Poer
The document discusses the arguments for and against implementing a flat tax. It notes that a flat tax would tax all goods and services at the same percentage rate, creating a simple and easily calculable tax system. However, opponents argue that simplifying the tax code could have unintended economic effects on businesses, with some seeing tax increases and others decreases depending on their operations. The document also outlines the key debate around whether a flat tax system is fair in taxing everyone at the same rate.
Legal Office Contracts KEY CONSIDERATIONS FOR CONTRACTSTechSoup
TechSoup legal expert, DeAnna Poon, guided nonprofits through the often complex process of navigating contracts and agreements, providing the tools and knowledge needed to successfully protect your organization's interests.
The document discusses the advantages and disadvantages of exit interviews. It begins by explaining that an exit interview is a final meeting between a departing employee and human resources where the employee discusses their reasons for leaving. This allows employees to provide honest feedback about their experience by praising or criticizing aspects of the job, colleagues, or company practices. While some see it as a chance to provide constructive feedback, others may be less comfortable being completely honest on their way out. The document then goes on to explore both the pros and cons of exit interviews in more detail.
2012: NJ GMIS: The Double Edge Sword of the Social NetworkCarol Spencer
Social networks are, for the most part, free and easy to use. Their use has proliferated and is necessary for governments to communicate with constituents. But, with that use comes the need for policies and policing of the use of social media.
This document provides an overview of key considerations for preparing an effective contract from the perspective of a supplier or provider. It discusses the importance of return on capital employed, financial controls, and directors' responsibilities in creating and growing shareholder value. The document outlines essential contract ingredients like definitions, responsibilities, payment terms, and dispute resolution. It emphasizes that people are key to a contract's success or failure. The document also examines factors to consider when reviewing a potential contract, including the form of contract, employer amendments, entire agreements clauses, assignment provisions, best endeavors clauses, indemnity provisions, and third party rights.
How To Write A Rogerian Essay Complete Guide And Sample EssayMelissa Wilson
The document provides instructions for using a writing assistance service called HelpWriting.net. It outlines a 5-step process:
1. Create an account with a password and email.
2. Complete a 10-minute order form with instructions, sources, and deadline.
3. Review bids from writers and choose one based on qualifications.
4. Review the completed paper and authorize payment if satisfied.
5. Request revisions until fully satisfied, with a refund option for plagiarism.
Google Docs Research Paper Template. Online assignment writing service.Jennifer Lyons
The document discusses two early 20th century works of American naturalist literature - Maggie: A Girl of the Streets by Stephen Crane and The Yellow Wallpaper by Charlotte Perkins Gilman. It argues that both works portray female characters as oppressed and unable to escape the social and gender norms of the time that restricted women's independence and agency. While the stories differ in writing style, the female protagonists in each are portrayed as unhappy and deeply oppressed by the world around them, with little means to change their circumstances or pursue happier lives.
This document provides an overview of organizational behavior concepts related to conflict and negotiations. It begins with learning objectives focused on understanding the different types and causes of conflict, and how to manage it effectively. It also covers the stages of negotiation and how to avoid common mistakes. The document then defines different types of conflict and discusses causes and outcomes. It provides strategies for managing conflict, such as changing team structures or problem solving. It also discusses different conflict handling styles and their appropriate uses. The document concludes by covering negotiation strategies and ethics.
The document discusses various topics related to contracts and contracting, including requests for proposals (RFPs), letters of intent, confidentiality agreements, and terms of service agreements. An RFP should include detailed requirements, specifications, and protections for the requesting party. Letters of intent can be legally binding, so they require an attorney. Confidentiality agreements become important when deals become serious. Terms of service agreements on websites try to form contracts through clickwrap or browsewrap methods.
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Best practices for project execution and deliveryCLIVE MINCHIN
A select set of project management best practices to keep your project on-track, on-cost and aligned to scope. Many firms have don't have the necessary skills, diligence, methods and oversight of their projects; this leads to slippage, higher costs and longer timeframes. Often firms have a history of projects that simply failed to move the needle. These best practices will help your firm avoid these pitfalls but they require fortitude to apply.
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Explore the details in our newly released product manual, which showcases NEWNTIDE's advanced heat pump technologies. Delve into our energy-efficient and eco-friendly solutions tailored for diverse global markets.
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Key Components:
- Stakeholder Analysis
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- Adoption of Business Frameworks
- Goal Setting
- Initiatives and Action Plans
- KPIs and Performance Metrics
- Learning and Adaptation
- Alignment and Cascading of Scorecards
Benefits:
- Systematic strategy formulation and execution.
- Framework flexibility and automation.
- Enhanced alignment and strategic focus across the organization.
At Techbox Square, in Singapore, we're not just creative web designers and developers, we're the driving force behind your brand identity. Contact us today.
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Discover timeless style with the 2022 Vintage Roman Numerals Men's Ring. Crafted from premium stainless steel, this 6mm wide ring embodies elegance and durability. Perfect as a gift, it seamlessly blends classic Roman numeral detailing with modern sophistication, making it an ideal accessory for any occasion.
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Content = Communication: What is Plain Language and Why Should You Care?
1. What is Plain Language and
Why Should We Care?
Content Strategy Applied Conference
October 17-18, 2013
Deborah S. Bosley, Ph.D.
Owner and Principal | The Plain Language Group
deborah@theplainlanguagegroup.com
704.641.1334
Permission from TPLG needed to use any material in this presentation.
2. Real life Dilberts
• What I need is a list of unknown problems
we are likely to encounter. Lykes Shipping
• Email is not to be used to pass on data
or information, only company business.
Electric Boat Co.
• We know that communication is a
problem, but the company is not going
to discuss it with the employees.
AT&T
2
3. What have smart people said?
•
“Make everything as simple as
possible but not simpler.”
•
“If you can’t explain it, you
don’t understand it.”
6. The golden rule of communication
The golden rule of communication
• communicate unto others
• as they would communicate
unto themselves
7. What have smart people said?
•
"…words and data to create
unambiguous content that supports
meaningful, interactive experiences.”
-- Rachel Lovinger
•
Make content that’s relevant to people
by choosing words and sentence
structures to best meet communication
goals. – Rachel Lovinger
•
“Content is a‘verb,’not a noun.”
--- Deborah S. Bosley
8. Here’s where we’re going
1.
2.
3.
4.
5.
What are the problems?
What is plain language?
How do we know it works?
What laws require its use?
Why is plain language
important to content strategy?
9. 1. What are the emotional problems?
• angry public
• consumer fatigue
• frustration
• choices available
• lack of trust
10. 1. What are the emotional problems?
Terms of Service update
We are updating the Google Terms of Service.
The new
Terms will go live on November 11, 2013 and you can read them
here. Because many of you are allergic to legalese, here’s a plain
English summary for your convenience. We’ve made three changes:
First, clarifying how your Profile name and photo might appear in
Google products (including in reviews, advertising and other
commercial contexts). You can control whether your image and name
appear in ads via the Shared Endorsements setting.
11. 1. What are the disclosure problems?
•
•
•
•
•
•
•
•
•
regulations and laws
cell phone bills
financial statements
insurance policies
internet | software agreements
internal policies (privacy, benefits)
mortgage contracts
credit card statements
Whatever the form, words, or experience,
it’s all branding.
12. 1. What are the communication problems?
• Disclosure ≠ communication
• Facts and accuracy ≠ understanding
• Information ≠ communication
13. 1. What are the trust problems?
Trust in business dropped
below 50% in U.S.
14. 1. What are the document problems?
Most transactional documents
• have sentences that are too long (40+)
• have dense, uninviting paragraphs
• lack specific details about steps | processes
• are wordy and use too much jargon
• sound like legalese or computer-speak or artificial
• lack sufficient headings and lists
• are illogically organized
• lack design that aids readability | skim-ability
• need tables, graphs, visuals
• include incomplete information (usually lacking “how?”)
• contain inconsistent information
14
15. 1. What are the website problems?
Some websites
•
•
•
•
•
•
•
do not get to the point
are wordy; too much jargon
sound like computer-speak
have dense paragraphs
lack design that aids readability
need more visuals to convey information
give too much information
15
18. 1. What are the print vs web problems?
Blogs Use More Complex Language Than Old Media
by Haris Krijestorac June 4, 2010
19. 1. What are the people problems?
• decide in 5 seconds (or less);
• .5 seconds on website
• read 28% slower online
• use sites as reference
• read “just in time”
• interpret and create meaning
• explain to others
• phone for clarification
20. 1. What are the reading problems?
The Law of Least Effort
2002 Nobel Prize in Economic Sciences
21. 1. What are the legal language problems?
• “Too many lawyers believe [that] it is
essential to legal English that one write as
pompously as possible, using words and phrases
that have long since disappeared from normal
English discourse.” Hon. Antonin Scalia, U.S. Supreme Court
• “Attorneys are not usually required to use
regulatory language. Such language usually
indicates what information must be included In a
disclosure, but not how it must be stated.”Joseph Kimble,
columnist for Michigan Bar Journal, legal professor at Thomas Cooley School of Law
22. 1. What are the content advice problems?
•
•
•
•
•
•
•
•
•
Does your content solve your customers' problems?
Does content match your audience's expectations?
Have you determined the purpose of your site?
Do you know your target audience?
Why would anybody visit my site a second or third time?
Is the content technically correct?
Do customers need the content?
Is the content current and updated frequently?
Can people find the content they're looking for?
• What’s missing?
• Can customers understand the content?
23. Before
Provision in fee agreement
Clients understand that any estimates provided be the
Firm of the magnitude of the expenses that will be
required at certain stages of any litigation asserting a
cause of action are not precise, and that the kinds and
amounts of expenses required are ultimately a function
of many conditions over which the Firm has little or no
control, particularly the extent to which the opposition
files pretrial motions and engages in its own discovery
requests, whether in the nature of interrogatories,
depositions, requests for production, or requests for
admission, or any other type of discovery allowed by
the rules of procedures in the forum in which the
dispute is pending. (110 words; 49th grade level)
24. After
Provision in fee agreement
A firm’s estimate are just that:
estimates. Conditions outside the
firm’s control, especially the other
side’s pretrial motions and discovery
requests, may raise or lower
expenses. (26 words; 12th grade)
25. Cell Phone Agreement: BEFORE
This Wireless Customer Agreement (this “Agreement”) is between the person or entity
(hereinafter referred to as “Customer,” “you” or “your”) that is the customer of record
and [Company B, Incorporated] (hereinafter referred to as “Company B,” “we,” “our” or
“us”). This Agreement, including the terms of service for wireless products, features,
applications and services (“Service(s)”) not otherwise described herein that are posted at
www.companyb.com, or devices, and any documents expressly referred to herein or
therein, make up the complete agreement between you and Company B and supersede
any and all prior agreements and understandings relating to the subject matter of this
Agreement. This Agreement is binding when Service is activated to your specific telephone
number(s) (each, a “Number”). The term “Unit,” “Equipment,” or “Device” means the
cellular receiving and transmitting equipment that is programmed with the Number.
You acknowledge that you are of legal age, have received a copy of this Agreement, and
have read and clearly understand its terms.
BY USING OUR SERVICES YOU ACCEPT ALL TERMS OF THIS AGREEMENT. PLEASE READ THIS
AGREEMENT CAREFULLY TO ENSURE THAT YOU UNDERSTAND EACH PROVISION,
INCLUDING OUR USE OF YOUR LOCATION INFORMATION (SEE SECTION 3.6). THIS
AGREEMENT REQUIRES THE USE OF ARBITRATION ON AN INDIVIDUAL BASIS TO RESOLVE
DISPUTES, RATHER THAN JURY TRIALS OR CLASS ACTIONS, AND ALSO LIMITS THE
REMEDIES AVAILABLE TO YOU IN THE EVENT OF A DISPUTE. Grade 16
26. Cell Phone Agreement: AFTER
This Agreement sets out the terms of service for all the
wireless products, features, applications and services that
Company B provides you. This Agreement begins once we
activate your Service and replaces any prior agreements and
understandings between you and us.
Please read this Agreement carefully. Sign it only if
•You are of legal age in your province.
•You have read and clearly understand the terms of this
Agreement. If there is anything that you do not understand,
please ask your sales representative to explain it to you.
•You accept all the terms of this Agreement including
• our use of your location information (see Section 3.6)
• how we will resolve disputes (see Section 4.2).
Grade 7
27. 1. What are the understanding problems?
90% couldn’t identify correct amount of
up-front fees1
• 63% believe intentional complexity to
hide
information2
• 75% believe complexity and lack of
understanding played significant role in financial crisis3
• 84% more likely to trust companies that use jargon-free
language4
•
“Improving Consumer Mortgage Disclosures: An Empirical Assessment of Current and Prototype Disclosure Forms”: A Bureau of
Economics Staff Report (June 2007, FTC)
2,3
Siegel and Gale: Clarion Call for Transparency, January 4 Siegel and Gale: Mystery of Federal Agencies, March 2010
1
28. 1. What are the image problems?
• Study from Stanford University: 71 evaluated
writing samples: "moderately complex" to
"highly complex”
• As complexity increased, readers’ estimate
of author's intelligence declined.1
1
Oppenheimer, D. M. “Consequences of Erudite Vernacular Utilized Irrespective of Necessity: Problems
with Using Long Words Needlessly.” Applied Cognitive Psychology. March 2006.
29. 2. What is plain language?
•
Plain language is the use of
proven writing and designing
strategies that make it easy for
your intended audience to find,
understand, and use information.
•
Clear | Concise | Credible
•
Concepts: behavior, reading
process, rhetoric, social constructionism,
visual and information processing,
linguistics, literacy, user design, and more…
30. Remember...
• No user ever complained
that information was
too easy to understand.
• users with low literacy struggle
to complete basic tasks1
• users with high literacy levels
also scored better when
website language was lower
level1
1
Angela Colter
31. 2. What is plain language?
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
write for intended audience (readers)
organize for readers’ needs
use active voice
use pronouns
use positive language
be succinct
avoid jargon: use common words
be concrete; avoid ambiguity
write short sentences | paragraphs
use headings and lists
include visuals (tables, figures, photos etc.)
test document for readability
31
34. Medicare: BEFORE
• Investigators of the contractor will review the facts in
your case and decide the most appropriate course of
action. The first step taken with most Medicare health
care providers is to reeducate them about Medicare
regulations and policies. If the practice continues, the
contractor may conduct special audits of the providers
medical records. Often, the contractor recovers
overpayments to health care providers this way. If
there is sufficient evidence to show that the provider
is consistently violating Medicare policies, the
contractor will document the violations and ask the
Office of the Inspector General to prosecute the case.
This can lead to expulsion from the Medicare
program, civil monetary penalties, and imprisonment.
35. Medicare: AFTER
We will take two steps to look into this matter:
1. We will find out if this situation was
an error or fraud.
2. We will let you know the results in
approximately six weeks.
• More importantly, it answers the reader’s questions.
37. 2. What is plain language?
Why design | visuals so critical:
• 43% likely to be persuaded
• 25 - 40% less time
• 38% better retention
• satisfies two modes of processing information
38. 2. What is plain language?
Text testing is easy:
• test with real users
• interview one-on-one
• use qualitative and quantitative approaches
• revise based on feedback
39. 3. How do we know it works?
•
Notre Dame:
corporations that use plain language
in shareholders communication
increase money investors bring into
their company.1
U of Nebraska: firms with high
corporate reputations use less varied,
shorter, and more concrete words than low
reputation firms.2
•
1
2
Loughran, T. and McDonald, W. Plain English, Working Paper, Mendoza College of Business.
Gebbart, J. and Lawrence, J. Predicting Firm Reputation Through Content Analysis of Shareholders’
Letters. Corporate Reputation Review. Vol. 11, No. 4, 284-307.
40. 3. How do we know it works?
•
•
•
•
•
•
•
•
•
more likely to to be read
faster to read
easier to comply
strongly preferred
more easily understood
less likely to cause mistakes
caused fewer questions | fewer complaints
decreased some litigation
saved time and money
41. 4. What laws require plain language?
• CAARD: Credit Card Accountability
Responsibility & Disclosure Act of 2009
“clear and conspicuous”
•
ERISA: Employee Retirement Income Security
Act -- “written in a manner calculated to be
understood by the average plan participant”
•
Dodd-Frank: Requires all model disclosures to be
written in plain language; validated through testing
•
HIPAA: Health Insurance Portability & Accountability Act
42. Health Insurance Portability and
Accountability Act (HIPAA)
“A covered entity can satisfy the plain
language requirement if it makes a
reasonable effort to
•
•
•
•
•
organize materials for readers
write short sentences in active voice
use “you” and other pronouns
use common words
divide materials into short sections.”
42
43. 4. What laws require plain language?
•
GLB: Gramm-Leach-Bliley Act
Financial Privacy Notices
•
RESPA: Real Estate Settlement Procedures Act
RESPA/TILA integrated disclosures with format using
plain language and highlights important terms.
•
NAIC: National Association of Insurance Commissioners
True readability requires disclosures using plain language that is
designed to facilitate consumer understanding including clear
organization and design.
44. 5. Why is plain language important
to content strategy?
•
•
•
•
•
•
•
acquire closely related skills
meet compliance requirements
emphasize new branding
make values clear
manage risk
increase satisfaction
affect the bottom line
45. Resources
The Plain Language Group
www.theplainlanguagegroup.com
The Center for Plain Language:
http://www.centerforplainlanguage.org
Clarity: promotes plain legal language
http://www.clarity-international.net/
Plain Language Association InterNational
http://www.plainlanguagenetwork.org/
Editor's Notes
Thank you for asking me to talk today about plain language, or clear communication.
Mantra: Clear | Concise | Credible
Difficulty creating clear content can be a result of a product or system that’s too complicated.
Content creation can point out unnecessary complications.
FIND UNDERSTAND ACT
1. Interaction of mind and language 2. Unambiguous is impossible 3. ADAPTIVE CONTENT
Two stories:
CitiBank sent me a text message on my phone.
The message included Reply STOP to discontinue messages.
I sent STOP.
Exactly two minutes later, I received another text.
Hotel.com
Booked hotel in Vancouver at $189
The day before arriving, saw on hotel website $129 plus lots of perks.
Contacted hotels.com (“guaranteed best rate”)
Long back and forth on chat.
First yes, then no.
Including?
confusion, costly | deadly mistakes
inability to comply
Compliance requires understanding
Legal language obfuscates
Trust remains the most "essential" quality for a financial services firm, outranking performance.
“Customer advocacy provides customers with open, honest, and complete information…truly representing their customers’ best interests, essentially becoming advocates for them.”1
Prevalent problems with hardcopy.
Prevalent problems with online text:
Prevalent problems with hardcopy.
Prevalent problems with online text:
Federal Registery: CAARD on Adverse Action Letter
What are your rights? Talk with neighbor and list them.
Why and how better?
used the free tool Website Grader to find the readability levels of the top 15 blogs in 7 industries.
compared average readability of blogs in each industry to the readability of the iconic old media outlet with the industry.
In general, blogs used more complicated language.
KNOWLEDGE
EDUCATION
EXPECTATION
EMOTIONS
NEED
“A general “law of least effort” applies to cognitive as well as physical exertion. The law asserts that if there are several ways of achieving the same goal, people will eventually gravitate to the least demanding course of action. In the economy of action, effort is a cost, and the acquisition of skill is driven by the balance of benefits and costs. Laziness is built deep into our nature.”1
So, here’s what happens when I go on a retail site…the minute I change my mind, or encounter confusion, or feel like I’m really not getting a deal, etc. I click off.
A way for you to push back on attorneys, who job is, after all, to protect the company.
But doesn’t have to be an either/or.
From a list of questions content creators should ask themselves:
What are the problems? Ask audience.
Attorney website
According to Bryan Garner, Attorney and Author of Legal Writing in Plain English, dozens of lawyer groups have compared the two passages and said that if they were sitting on a grievance committee, they would be much less favorably disposed to the lawyer who wrote the first version.
After first slide, what do you think students thought about the writer of the complex version?
DUMBING DOWN – WHAT DO YOU SAY?
know what you know:
content (explain)
understand words:
vocabulary (define)
know what to do:
processes (tell)
feel comfortable:
emotions (be friendly)
Begin with questions users will have.
What would you want to know?
writer
credibility
professionalism
persuasive power
interesting material
reader
options and cues for understanding
simplified information