# Presentation: 067426

## Writing for the Web

**FAA**
**Annetta Cheek**
**12/12/2006**

## Presentation Outline

**Plain language techniques and the Web**

**FAA websites**

**Principles of writing for the web**

## How users read on the web

- They don’t.

- They scan.

- Nielsen and Morkes, in a famous 1997 study, found that 79 percent of their test users always scanned any new page they came across; only 16 percent read word-by-word.

## Nielsen and Morkes recommend:

** ****Web pages should use scannable text: **

- highlighted keywords

- meaningful sub-headings (not "clever" ones)** **

- bulleted lists** **

- one idea in each paragraph

- the inverted pyramid style, starting with the conclusion

- half the words (or fewer) than regular writing** **

## They also note that 

- Users detested "marketese"; the promotional writing style that is so common  on the Web.** **
- Remember these points as we look at some of our sites

## No one wants to see this on the Web!

**Change Your License Information - Add or Delete your Mailing Address from Public View**
- The Aviation Investment and Reform Act for the 21st Century, in addition to other statutory requirements, requires us to make airmen certificate information available to the public.  Airmen meeting the active criteria are sent a notification of these requirements, and are given the opportunity to withhold their address information from release.   If your address appears in this data base and you would like to remove it, or if it does not appear and you would like to add it, you may write or _[email](http://www.faa.gov/contact_faa/index.cfm?url=%2Fpilots%2Flic%5Fcert%2Fchange%2Freleasability%2Findex%2Ecfm&mailto=airmen%40registry%2Ejccbi%2Egov&subject=Change%20Address%20Releasibility)__ us your preference.  You may provide us with your preference at any time. When corresponding with us, please be sure to include your full name, address, date of birth, and certificate number, so that we may properly identify your record.   _

## Send written inquiries to: 

- Federal Aviation Administration Airmen Certification Branch, AFS-760 PO Box 25082 Oklahoma City, OK 73125-0082 Addresses for airmen who do not meet the active criteria and have not been given the opportunity to withhold their address information, are not releasable.

## How about this alternative?

** **
**Change Your License Information - Add or Delete your Mailing Address from Public View**
- We must make airmen certificate information available to the public.
- To add your address to or remove it from this data base, write or _[email](http://www.faa.gov/contact_faa/index.cfm?url=%2Fpilots%2Flic%5Fcert%2Fchange%2Freleasability%2Findex%2Ecfm&mailto=airmen%40registry%2Ejccbi%2Egov&subject=Change%20Address%20Releasibility)__ us. Include your full name, address, date of birth, and certificate number.   _
- Send written inquiries to:
- 	Federal Aviation Administration Airmen Certification Branch, AFS-760 PO Box 25082 Oklahoma City, OK 73125-0082
- We will not releases addresses if you aren’t active or haven’t had an opportunity to withhold your address information.

## Plain Language on the Web

**Material is in plain language if readers can**

**These principles are even more important on the Web than in written documents!**

- Find what they need

- Understand what they find

- Use it to fulfill their needs

## Plain language will help you communicate more effectively on the Web.

**Let’s look at some specific plain language techniques.**

## Use:

- Informative headings

- Pronouns

- Active voice

- Lists and tables

- Common words

## 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 most helpful headings, if you can use the reader’s questions:

- _[AIP Overview](http://www.faa.gov/airports_airtraffic/airports/aip/overview)_

## Here’s another document that uses questions as headings: 

- _[§39.5](http://ecfr.gpoaccess.gov/cgi/t/text/text-idx?c=ecfr&sid=62b9faa7faf9e0ef878e448d75f94953&rgn=div8&view=text&node=14:1.0.1.3.19.0.363.3&idno=14)__ When does FAA issue airworthiness directives?_
- _[§39.7](http://ecfr.gpoaccess.gov/cgi/t/text/text-idx?c=ecfr&sid=62b9faa7faf9e0ef878e448d75f94953&rgn=div8&view=text&node=14:1.0.1.3.19.0.363.4&idno=14)__ What is the legal effect of failing to comply with an airworthiness directive?_
- _[§39.9](http://ecfr.gpoaccess.gov/cgi/t/text/text-idx?c=ecfr&sid=62b9faa7faf9e0ef878e448d75f94953&rgn=div8&view=text&node=14:1.0.1.3.19.0.363.5&idno=14)__ What if I operate an aircraft or use a product that does not meet the requirements of an airworthiness directive?_
- _[§39.11](http://ecfr.gpoaccess.gov/cgi/t/text/text-idx?c=ecfr&sid=62b9faa7faf9e0ef878e448d75f94953&rgn=div8&view=text&node=14:1.0.1.3.19.0.363.6&idno=14)__ What actions do airworthiness directives require? _
- _[§39.13](http://ecfr.gpoaccess.gov/cgi/t/text/text-idx?c=ecfr&sid=62b9faa7faf9e0ef878e448d75f94953&rgn=div8&view=text&node=14:1.0.1.3.19.0.363.7&idno=14)__ Are airworthiness directives part of the Code of Federal Regulations?_
- And so on through section 39.37.

## A title should cover everything that follows:

**What Airports are Eligible for AIP Grants?**
- AIP grants for planning, development, or noise compatibility projects are at or associated with individual public-use airports . . .

- Recipients of grants are referred to as "sponsors." The description of eligible grant activities is described in the authorizing legislation and relates to capital items serving to develop and improve the airport in areas of safety, capacity, and noise compatibility. In addition to these basic principles, a sponsor must be legally, financially, and otherwise able to carry out the assurances and obligations contained in the project application and grant agreement.

## 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

## Using 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

- An AIP-assisted airport project or program cannot proceed or receive FAA approval until the airport sponsor provides assurance of conformance to the Uniform Act. Also, for development projects, the sponsor must provide assurance, satisfactory to the Secretary of the Department of Transportation, that good title is held to the landing area of the airport or that the airport will acquire the site.

## With pronouns

- You must assure us your project conforms to the Uniform Act. Until then, we will not approve your AIP-assisted airport project or program, and you cannot proceed. For development projects, you must assure us, in a way satisfactory to the Secretary of the Department of Transportation, that you hold clear title to the landing area or that your airport will acquire the site.

## Without pronouns

- This form needs completed by badge applicant, sponsor (mgr), and ACE-700 prior to issuance of any badge. - Anyone requiring a badge, for any reason, needs to complete this form. POC: Bldg Mgr x3127

**With pronouns**
- If you need a badge, you must fill out this form.
- Your manager and ACE-700 must also fill it out.
- Submit the completed form to **???**
- Call the building manager on x3127 with questions.

## There are lots of pronouns on FAA’s web

**Import an aircraft**
**Copies of airman records**
**Replace a knowledge test report**
**Airport delays**

## 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

- 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 completed application by June 1st.  9 words*

## Let’s fix a few passive verbs

- Public dissemination of information on airports is made possible through the Airport Master Record Program.** **

- We distribute information about airports to the public through the Airport Master Record Program.

- Requests for training will need supervisory approval and must be submitted through your division training coordinator.

- You need supervisory approval for your training request.  Submit your request through your division training coordinator.

- Any conveyance which affects title to, or any interest in, any specifically described aircraft, aircraft engine, aircraft propeller, or spare parts location, may be recorded. (See Items 2,3, and 4 below.) The complete, signed agreement of the parties (such as is contained in the security agreement) should be submitted to the FAA Aircraft Registry for recording.** **

## 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
- Let you eliminate redundancy

## Here’s an example

**Change Your License Information - Name, Nationality/Citizenship, Gender, or Date of Birth**
**Name change:** To obtain a new airman certificate that reflects a legal name change, it is necessary that you appear at an FAA Flight Standards District Office (FSDO) for positive identification. A photocopy of a marriage license, court order, or other valid legal document, which legally verifies the name change, must be presented to an FAA Inspector.
**Nationality/citizenship change:** To obtain a new airman certificate that reflects a nationality/citizenship change, it is necessary that you appear at an FAA Flight Standards District Office (FSDO) for positive identification. A naturalization document or other legal document that verifies the nationality/citizenship change must be presented to an FAA Inspector.

## Continued!!

**Gender change:**To obtain a new airman certificate that reflects a gender change, it is necessary that you appear at an FAA Flight Standards District Office (FSDO) for positive identification. One or both of the following documents must be presented to an FAA Inspector:
- A court order issued by a court of the United States or it's territories stating that the applicant has changed his/her gender, and/or
- A statement from a physician or clinical psychologist treating the applicant that contains:
- Identification of the applicant by name and address, and
- Verification that the applicant is undergoing treatment that has altered or will alter the gender.
**Date of birth change:**To obtain a new airman certificate that reflects a date of birth change, it is necessary that you appear at an FAA Flight Standards District Office (FSDO) for positive identification. A copy of your birth certificate or other legal document that verifies the date of birth change, must be presented to an FAA Inspector. Please call an FAA Inspector for an appointment and to obtain further information regarding the reissuance of your airman certificate.

## And in list form

** **

**Change Your License Information - Name, Nationality/Citizenship, Gender, or Date of Birth**
- If you want to change your license information to reflect a new
-  name;
-  nationality or citizenship;
-  gender; or
-  date of birth.
- You must present a marriage license, court order, or other valid legal document which legally verifies the new information to an FAA** **Flight Standards District Office. For gender changes, we will also accept a statement from your physician or clinical psychologist identifying you by name and address and verifying that you are undergoing treatment that has altered or will alter your gender.
- Please call an FAA Inspector for an appointment and or more information about a new airman certificate.

## 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.

##  
Budget OverviewFunding Priorities, restraining other spending... 
DefenseWinning the War on Terror... 
Homeland SecurityProtecting the Nation... 
EconomyEnsuring Prosperity for Future Generations... 
EducationNo Child Left Behind... 
Health CareIncreasing access to affordability... 
CompassionHelping those in need... 

- Budget Overview*Funding Priorities, restraining other spending...*
- Defense*Winning the War on Terror...*
- Homeland Security*Protecting the Nation...*
- Economy*Ensuring Prosperity for Future Generations...*
- Education*No Child Left Behind...*
- Health Care*Increasing access to affordability...*
- Compassion*Helping those in need...*

- From the OMB homepage

## VeteransHonoring our Nation's veterans with benefits they deserve... 
TransportationSafe, secure, efficient transportation... 
President's Budget MessageMeeting goals, advancing priorities... 
HousingExpanding ownership opportunities... 
EnvironmentEnvironmental responsibility... 
EnergyA comprehensive national policy... 
InternationalAddressing America's interests abroad... 

- Transportation*Safe, secure, efficient transportation...*
- President's Budget Message*Meeting goals, advancing priorities...*
- Housing*Expanding ownership opportunities...*
- Environment*Environmental responsibility...*
- Energy*A comprehensive national policy...*
- International*Addressing America's interests abroad...*

## America's PromiseHelping everyone achieve the American dream... 
AgricultureSupporting strong rural communities... 
Science and SpaceExpanding knowledge through research... 
LaborExpanding Opportunities... 

- Agriculture*Supporting strong rural communities...*
- Science and Space*Expanding knowledge through research...*
- Labor*Expanding Opportunities...*

## I found lots of lists on our pages

- However, not all of them are “good” lists.

## Here’s an FAA list. (revisions to part 139)

- Grounding and bonding aircraft during fueling operations;
- Planning for emergency response to radiological incidents;
- Aircraft fire extinguishing agents, including halon 1211;
- Use of older aircraft rescue and fire fighting (ARFF) vehicles without turrets or that have substandard foam discharge capacity;
- Use of the common traffic advisory frequency by ARFF personnel at airports where there is no air traffic control or the tower is closed;
- Training airport operations, emergency response, and aircraft fueling personnel;
- Storing and dispensing aircraft lubricants and oxygen (the fuel fire safety requirements now only apply to aircraft fuel);
- Installation of supplemental wind cones and segmented circles;
- Coordinating response procedures for security incidents contained in the Airport Emergency Plan with the Airport Security Plan required under 49 CFR 1542;
- Wildlife hazard assessments and management plans; and
- Ground** **vehicle procedures.** **

## And a few more

- _[Environmental](http://www.faa.gov/regulations_policies/policy_guidance/envir_policy)_
- Get a medical certificate
- Airline operator training
- AIP obligations

## 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** **

## FAA has some tables that work

- _[Opening or closing an airport](http://www.faa.gov/airports_airtraffic/airports/construction/open_close_airport)_
- _[Sport pilot requirements](http://www.faa.gov/licenses_certificates/airmen_certification/sport_pilot/media/lsa_requirements.pdf)_

- But you could have used more tables.  For example—
- _[Compliance times](http://www.faa.gov/airports_airtraffic/airports/airport_safety/part139_cert/?p1=dates)_
- Registering a light sport aircraft

## Use common words

- Utilize

- Use

- Facilitate

- Help

- Methodology

- Method

- Necessitates

- Needs

- Parameters

- Limits

- Promulgate

- Issue

## Here’s some examples from your pages:

- Sufficient

- Enough

- Necessitates

- Needs

- Commences

- Begins

- Portion

- Part

- Is required to be

- Must be

## Avoid hidden verbs

- Hidden verbs are verbs disguised as nouns.  They are generally longer than their true verb forms. In English, verbs are stronger than nouns, so using nouns in place of verbs makes your writing weaker.

## Conduct an analysis

- Analyze

- Present a report

- Report

- Do an assessment

- Assess

- Provide assistance

- Help

- The use of

- Using

## Let’s fix these hidden verbs

- evaluation and award of contract, resolution of claims and disputes, and settlement of litigation issues

- submission of an application

- suspension and revocation of licenses

- verification of the completion of the process

## 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.

- The Information Systems Security (ISS) Architecture implements the Information Security framework, which complies with the FAA ISS policies and Security Certification and Authorization Process (SCAP), to provide an acceptable level of security to the NAS and Administration and Mission Support (A&MS) Systems. Security-related network hardware and software are being strategically and systematically distributed across the NAS and A&MS infrastructure to serve and protect sensitive resources.

## How can you fix abbreviations?

- Don’t use more than two, and at most three, abbreviations in each document.
- Instead, use “nicknames” such as “tool” for Program Assessment Rating tool (not PART), or write out the ones that aren’t used too often.

- I found few abbreviations on your pages!

## Keep sentences short

- The project implementation date is the notice to proceed date for construction projects (even if they include design), the contract award date for equipment/vehicle refurbishment, the titling or delivery date for equipment/vehicle purchases, the contract purchase date for land purchases, the notice to proceed date for planning projects, and the notice to proceed for design only projects.  *(57 words)*

## General rules for sentence length

- Your document should have an average sentence length of 20 words, or fewer.
- No single sentence should be longer than 40 words.
- And that’s for paper documents.  For the Web, I recommend 15 and 25, respectively.

## Bureaucratic writers use more words than they need.

- Omit unnecessary words.

- In order to**	**

- To

- We are currently planning

- We are planning

- In the case that

- If, when

- Is required to

- Must

- For more suggestions, see _[www.](http://www.plainlanguage.gov/)__[plainlanguage](http://www.plainlanguage.gov/)__[.](http://www.plainlanguage.gov/)__[gov](http://www.plainlanguage.gov/)_

- X is defined as

- X is

- Y is intended to

- The purpose of Z is to

- Y does

- Z does

**N1** through **N99** are strictly reserved for FAA use.

**N1** through **N99** are reserved for FAA use.

## Don’t tell the audience what they don’t want to know. Just answer the reader’s questions.

- Don’t give the reader a lot of unnecessary or extra information.
- Here’s an example from a FEMA site:
-  I just found out that the products I have been using to clean my home are toxic! Have I damaged my health by using these products?

## Answer: First of all, what is meant by toxicity? Somewhere on the order of 70,000 different chemicals have been identified as toxic. A chemical produces a toxic effect at concentrations that alter the normal state of the organism. For many chemicals, there is a dose at which there are no toxic effects, there is a dose at which the effects are reversible, and there is a dose at which the effects may have permanent consequences. An example of some toxic chemicals that many of us are exposed to regularly are caffeine, tobacco, and alcohol. At doses normally consumed by the average person, the "high" effect felt by the individual response can be quite different. One person may be able to drink 5 cups of coffee with out visible effects, while another person might get the shakes after 2 cups of coffee. This is an example of how the dose and response varies from one person to the next. At some point, each of these chemicals can have a much more serious effect on the individual. At extremely high doses . . .

## We often give the audience more than they want or need.

**FAA Policy on Environmental Review**
- The FAA must carefully analyze and evaluate the impact that a proposed development presents to the environment. This involves a systematic and multidisciplinary approach for the purpose of assuring compliance with NEPA. FAA Order 5050.4, "Airport Environmental Handbook" establishes the FAA official policy on meeting NEPA requirements. The FAA may not proceed with programming and funding an AIP project until the environmental review is complete.** **

## Here are several more

- _[Overview: Complying with Obligations](http://www.faa.gov/airports_airtraffic/airports/airport_obligations/overview)_
- _[Land Acquisition](http://www.faa.gov/airports_airtraffic/airports/regional_guidance/central/aip/land)_
- _[2005 Annual Conference Information](http://www.faa.gov/airports_airtraffic/airports/regional_guidance/great_lakes/airports_news_events/2005_conference/index.cfm)_
- Flight Services Operations

## A common error is to talk about our programs—that’s what Nielsen and Morkes meant by “marketese.”  The audience doesn’t want to have to get through this information.

## For example:

**Or this:**
- _[Regional guidance document](http://www.faa.gov/airports_airtraffic/airports/regional_guidance/new_england/about_airports/media/welcome.pdf)_

- .

- The FAA's Airport Compliance Program ensures airport sponsors comply with the Federal obligations they assume when they accept Federal grant funds or the transfer of Federal property for airport purposes. The program serves to protect the public interest in civil aviation and ensure compliance with applicable Federal laws, FAA rules, and policies.

## Let’s use plain language techniques to improve the following sentences.

## If this signal is directed at you and you are not communicating with ATC, we advise you to turn to a heading away from the center of the FRZ/ADIZ as soon as possible and immediately contact ATC on an appropriate frequency, or if unsure of the frequency, contact ATC on VHF guard 121.5 or UHF guard 243.0.(57 words)

- If this signal is directed at you and you are not communicating with ATC, turn to a heading away from the center of the FRZ/ADIZ as soon as possible and contact ATC. If you don’t know what frequency to use, use VHF guard 121.5 or UHF guard 243.0. *(48 words in two sentences)*

## If the Special Number is reserved to one party and the aircraft is registered to a different party, then the request for the N-Number change must be accompanied by a letter from the person or party that has reserved the special number releasing it for use on a specific aircraft. (50 words)

- If you want to change your N-number to a specific number, and someone else has reserved that  number, your request must include a letter from whoever reserved the number giving you permission to use it. *(34 words)*

## This General Information section provides input to assist an Aviation Medical Examiner (AME), otherwise known as an Examiner, in performing his or her duties in an efficient and effective manner. 

- General Information for Aviation Medical Examiners

## In consideration for receiving federal funds an airport operator must enter into a grant agreement with the Federal Government. (19 words)

- To receive federal funds, you must sign a grant agreement with FAA. *(12 words)*

## There is a need to identify any factors that may have contributed to these incidents by collecting specific data on those events that have happened to date, and to also collect data on any future incidents that may happen. (39 words) 

- We need to collect information on previous and future incidents to identify what may have caused them. *(17 words)*

## Based on discussions both within and outside the FAA, we have decided that there was a need for some type of straight forward guide to describe some of the different ways that the FAA awards contracts. We have tried to consolidate a great deal of information on the subject into one Internet site with links to other sites which go into greater detail. We would be interested in receiving your comments about this site. (75 words)

- Customer feedback suggests we need to describe  how the FAA awards contracts. This site consolidates considerable information and links to other sites containing more detail. Please send us your comments about this site. *(33 words)*

## Let’s talk about a few FAA pages:

- _[Airport Land Acquisition](http://www.faa.gov/airports_airtraffic/airports/environmental/relocation_assistance/land_acquisition_under_aip)_
- _[PFC Annual Audit Request](http://www.faa.gov/airports_airtraffic/airports/regional_guidance/eastern/pfc/index.cfm?section=audit)_
- Contract opportunities
- Technical standard orders

## Resources

**Federal plain language site **_**[Plainlanguage](http://plainlanguage.gov/)**__**[.](http://plainlanguage.gov/)**__**[gov](http://plainlanguage.gov/)**_
**Web writing guidelines from usability.gov **_**[http://usability.gov/pdfs/chapter15.pdf](http://usability.gov/pdfs/chapter15.pdf)**_** **** **
**Jakob Nielsen on writing for the web **_**[http://www.useit.com/papers/webwriting/](http://www.useit.com/papers/webwriting/)**_