# Presentation: 331844

## Plain Language 

- Dr. Annetta L. Cheek
- Federal Aviation Administration

## Presentation Outline

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

## Why use Plain Language?

- We’re all busy people.  We don’t want to waste a lot of time trying to translate difficult, wordy documents.  And when we go to the web, we want to scan, not read.

##     The Open Door Initiative is a program based on a simple and fresh attitude: that the CMS desires to better hear and interact with those beneficiaries, providers, and other stakeholders interested in the delivery of quality healthcare for our nation's seniors and beneficiaries with disabilities. This increased emphasis on responsiveness is captured through an ongoing series of 'Open Door Forums' that provide a dialogue about both the many individual service areas and beneficiary needs within CMS.

##   We want to hear from you!

Help us improve our service to you.
Attend an Open Door forum near you.
For information about upcoming forums, visit http://www.cms.hhs.gov/opendoor/schedule.asp

- Help us improve our service to you.
- Attend an Open Door forum near you.
- For information about upcoming forums, visit http://www.cms.hhs.gov/opendoor/schedule.asp

## Plain language means fewer calls from customers

## Less time for  users to solve a problem (in minutes)

## Fewer errors and better compliance

## What is Plain Language?

## A document or site is in plain language if users can -

- Find what they need
- Understand what they find
- Use what they find to meet their needs

## Plain Language and the Web

- Web users scan – they don’t read. Many web pages are too dense.
- A key principle--write for the audience.
- Avoid bloat! Less is more!  Plain language helps keep your writing concise.

## Write and organize for the  audience

- Know their level of expertise
- Generally, do not write one page to more than one audience.
- Tell them what they want and need to know—not what you want them to know.

## If you wanted help renting a home, what would you want to find on a website that was intended for renters?http://www.hud.gov/offices/hsg/mfh/hsgrent.cfm 

## Some major plain language techniques

- Use:
- Informative headings
- Pronouns
- Active voice
- Lists and tables
- Short, common words

## Some major plain language techniques (cont’d)

- Avoid:
- “Hidden verbs”
- Abbreviations
- Long sentences
- Unnecessary words
- Information the reader doesn’t want

## Informative headings help the reader navigate the document

- Questions are often the best headings, because many readers come to your pages with questions.

##   Agency Grant Program
What grants are available?
Am I eligible?
How should I apply?

- What grants are available?
- Am I eligible?
- How should I apply?

## Pronouns

-  Pronouns such as I, you, and we pull readers into your material and make it relevant to them
-  Readers need less “translation”
-  Pronouns let you eliminate words

## How do you use pronouns?

- Refer to your organization as “we”
- Refer to the reader as “you” in the text and as “I” in questions
- Make sure you define “we” and “you”

## Without pronouns

-   To establish eligibility for a voucher, an applicant must show that the applicant has a low income and that the present housing of the applicant is substandard and inadequate. *28 words*

## With pronouns

-   To establish your eligibility for a voucher, you must show you have a low income and your present housing is substandard and inadequate.  *22 words*

## 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.
***The frog was swallowed by ******Fred******.***

## Passive voice

- Can disguise who does what:
***A frog was swallowed.***

- Active voice

- Makes it clear who does what:
***Fred****** swallowed a frog.***

## Passive voice

- Can be awkward:
***   ******Consultation from respondents was obtained to determine the estimated burden.***

- Active voice

- Is more direct:
***   ******We consulted with respondents to determine the estimated burden.***

## Passive voice

- Is often longer:
***The application must be completed by the applicant and received by the grants office by June 1st. 17 words***

- Active voice

- Cuts the number of words:
***We must receive your application by June 1st.  8 words***

## Let’s do an exercise—pronouns and active voice

- Once the candidate’s goals are established, one or more potential employers are identified. A preliminary proposal for presentation to the employer is developed. The proposal is presented to an employer who agrees to negotiate an individualized job that meets the employment needs of the applicant and real business needs of the employer.  *52 words*

**Notes:**
Have audience suggest rewrites.

## Once we establish your goals, we identify one or more potential employers. We prepare a preliminary proposal to present to an employer who agrees to negotiate an individualized job that meets both his and your employment needs.  37  words

## And another one

- In an effort to help applicants prepare for their disability interviews and improve the initial disability claims taking process, a new adult and a revised child disability starter kit have been developed. The disability starter kits contain general information about the disability programs and decision-making process, and specific information about the documents and information we will request. The kits also provide links to online applications, including the i3368 and the i3820. Beginning April 5, 2004, a kit will be sent to an applicant when an appointment is made to file for disability benefits.

## New disability starter kits for adults and children

-  Learn about:
-  our disability programs
-  how we decide on your benefits
-  what information we’ll need from you
-  how to apply on-line
- We will send you a kit when you make an appointment to file for disability benefits.

## Use vertical lists

- Vertical lists -
- Make it easy for the reader to identify all the items or steps in a process
- Add blank space for easy reading
- Help your reader see the structure of your document

## Here’s an example

- EPA provides various paths for the public to access information about asbestos.  On this website, you may access general information about _[asbestos and its health effects](http://www.epa.gov/asbestos/help.html#Info)_. EPA has also developed a list of _[commonly used Asbestos acronyms](http://www.epa.gov/asbestos/help.html#Acronyms)_.  You may also read about what to do if you suspect _[asbestos in your home](http://www.epa.gov/asbestos/ashome.html)_ or _[your school](http://www.epa.gov/asbestos/asbestos_in_schools.html)_ (_[en](http://www.epa.gov/asbestos/spanishabcs.html)__[ Espanol](http://www.epa.gov/asbestos/spanishabcs.html)__[ - Asbestos en](http://www.epa.gov/asbestos/spanishabcs.html)__[ las Escuelas](http://www.epa.gov/asbestos/spanishabcs.html)_). If you are in the automotive repair industry, you may want to read EPA's questions and answers about _[asbestos in brakes](http://www.epa.gov/asbestos/brakesqa.pdf)_.
- If you wish to obtain more information on asbestos, EPA maintains a listing of _[asbestos resources](http://www.epa.gov/asbestos/pubs.html)_ available to the public.  If you would like to locate an asbestos contact, EPA maintains a listing of federal asbestos _[contacts](http://www.epa.gov/asbestos/regioncontact.html)_.  If you would like to learn more about the _[laws and regulations](http://www.epa.gov/asbestos/asbreg.html)_ that govern asbestos, EPA maintains a listing of the laws and regulations applicable to asbestos.
- You may read more about EPA's attempt to ban many asbestos-containing products on the _[Asbestos Ban and Phase Out](http://www.epa.gov/asbestos/ban.html)_ page.

## And in list form

- Information about asbestos:

- _[asbestos and its health effects](http://www.epa.gov/asbestos/help.html#Info)_
- _[commonly used asbestos abbreviations](http://www.epa.gov/asbestos/help.html#Acronyms)_
- _[asbestos in your home](http://www.epa.gov/asbestos/ashome.html)_ or _[your school](http://www.epa.gov/asbestos/asbestos_in_schools.html)_ (_[en](http://www.epa.gov/asbestos/spanishabcs.html)__[ Espanol](http://www.epa.gov/asbestos/spanishabcs.html)__[ - Asbestos en](http://www.epa.gov/asbestos/spanishabcs.html)__[ las Escuelas](http://www.epa.gov/asbestos/spanishabcs.html)_)
- _[asbestos in brakes](http://www.epa.gov/asbestos/brakesqa.pdf)_  - especially for the auto repair industry
- other asbestos resources
- asbestos contacts
- laws and regulations about asbestos
- asbestos ban and phase out – EPA’s program to get rid of asbestos

## But don’t make lists too long

- Research suggests that seven items are the most that work well in a list.  Longer lists are hard to navigate.

- _[http://www.](http://www.whitehouse.gov/omb/)__[whitehouse](http://www.whitehouse.gov/omb/)__[.](http://www.whitehouse.gov/omb/)__[gov](http://www.whitehouse.gov/omb/)__[/](http://www.whitehouse.gov/omb/)__[omb](http://www.whitehouse.gov/omb/)__[/](http://www.whitehouse.gov/omb/)_
- http://www1.va.gov/womenvet/page.cfm?pg=18
- _[http://www.](http://www.faa.gov/pilots/safety/)__[faa](http://www.faa.gov/pilots/safety/)__[.](http://www.faa.gov/pilots/safety/)__[gov](http://www.faa.gov/pilots/safety/)__[/pilots/safety/](http://www.faa.gov/pilots/safety/)_
- _[http://www.](http://www.fs.fed.us/fire/)__[fs](http://www.fs.fed.us/fire/)__[.fed.us/fire/](http://www.fs.fed.us/fire/)_

## Tables

- Make it easy to take in complex material at a glance
- Make it easy to locate specific provisions
- Save words
- Make your logic and structure clear

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

## Slide 37

## Use common words

- Use
- Use
- Help
- Method
- Needs
- Limits
- Issue

- Not
- Utilize
- Facilitate
- Methodology
- Necessitates
- Parameters
- Promulgate

## Avoid hidden verbs

- Hidden verbs are verbs disguised as nouns.  You should avoid them because they make your writing longer, and because verbs make your writing stronger.

## Conduct an analysis	
Present a report

Do an assessment 
Provide assistance
Assist in the characterization of

- Present a report
- Do an assessment
- Provide assistance
- Assist in the characterization of

- Analyze
- Report
- Assess
- Help
- Help characterize

## Avoid abbreviations

- Readers complain more about abbreviations and acronyms than about any other feature of bureaucratic writing
- Using abbreviations turns your material into a research project for readers.

## Consider this example:

- The DOE-HUD Interagency Agreement (IAA) agreement, executed in September 2003, supports the HUD Energy Action Plan initiative to promote the use of Combined Heat and Power (CHP) in housing and community development. Activities include: preparing case studies of use of CHP in housing developments and in CDBG and Brownfield redevelopment, market analysis, updating a "cogeneration manual" for apartment buildings, working with with DOE's Regional CHP Application Centers (RACs), and promoting peer exchange of developments with CHP.
- For a list of RACs see the following:
- DOE Combined Heat And Power Regional Application Centers

## Keep sentences short—especially on the web.  

- Through our Internet web site, we want to present information about the - _[employment](http://www.vba.va.gov/bln/vre/emp_resources.htm)__ and __[independent living services](http://www.vba.va.gov/bln/vre/ilp.htm)__ VR&E provides to service-connected disabled veterans - vocational counseling to service-members and veterans who have recently separated from active duty vocational-educational counseling, and vocational counseling or special rehabilitation services to dependents of veterans who meet certain program eligibility requirements. _*(57* *words)*

## Let’s do an exercise

- Persons eligible for death benefits include:
- Any citizen of the United States who, during any war in which the United States has or may be engaged, served in the Armed Forces of any Government allied with the United States during that war, whose last active service was terminated honorably by death or otherwise, and who was a citizen of the United States at the time of entry into such service and at the time of death. *(76 words)*

**Notes:**
Have audience suggest rewrites.

## You may be eligible for death benefits if :

-  you served in the US Armed Forces or of one of our allies in any war we fought;
-  your last active service ended honorably, and
-  you were a citizen of the US when you entered the service and will be when you die.
*(55 words)*

## And another

- If you have further questions about any of the substances listed, more detailed information can be accessed by way of the EPA's Homepage on the Internet at http://www.epa.gov or directly to the ATSDR Homepage on the Internet at http://atsdr1.atsdr.cdc.gov:8080.

## For more information about these substances, go to http://atsdr1.atsdr.cdc.gov:8080

## Challenge every word

- In order to
- We are currently planning
- The project is really critical
- In the case that

- To
- We are planning
- The project is critical
- If

- See http://www.plainlanguage.gov for more word suggestions

## Omit information the reader doesn’t want

- A major kind of unwanted information on federal sites is “advertising”—
- How terrific your agency or office is at delivering wonderful services to the customer.  Don’t say it, just do it.  Actions speak louder than words.

## http://www.uscg.mil/hq/g-m/nmc/web/index.htmhttp://www.ojp.usdoj.gov/americannative/indian_cntryresource.htmhttp://www.dol.gov/dol/topic/health-plans/complianceassist.htmhttp://www.fs.fed.us/fire/http://www.uscg.mil/hq/g-o/g-opr/sar.htm

- Now let’s look at some webpages

- _[http://www.cms.hhs.gov/providers/hospiceps/](http://www.cms.hhs.gov/providers/hospiceps/)_
- _[http://www.va.](http://www.va.govv/)__[gov](http://www.va.govv/)_
- _[http://www.](http://www.fsa.usda.gov/pas/)__[fsa](http://www.fsa.usda.gov/pas/)__[.](http://www.fsa.usda.gov/pas/)__[usda](http://www.fsa.usda.gov/pas/)__[.](http://www.fsa.usda.gov/pas/)__[gov](http://www.fsa.usda.gov/pas/)__[/pas/](http://www.fsa.usda.gov/pas/)_
- _[http://www.fns.usda.gov/fncs/](http://www.fns.usda.gov/fncs/)_
- https://insurance.va.gov/inForceGliSite/liability/ufsearch.htm
- http://epa.gov/http://www.rrb.gov/PandS/forms/ub11/ub11-1.html
- _[http://www.fws.gov/fishing/](http://www.fws.gov/fishing/)_

## Where to Get Help

- For more information or to ask for free training, email me at:

- Acheek@patriot.net

- For lots of tips about plain language, visit our website:

- www.plainlanguage.gov