# Presentation: 230489

## Plain Language

## Overview

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

## Why use Plain Language?

-  So much information, so little time.
-  Specialization, specialization, specialization.
-  It wasn’t what you said, it was *how *you said it.

**Notes:**
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.

## Help us improve our service to you.
Attend an Open Door forum near you.
For information about upcoming forums, view our schedule here. 

**Attend an Open Door forum near you.**
**For information about upcoming forums, view our schedule here. **

- We want to hear from you!

## Fewer calls from customers

## Users need less time to solve a problem

## 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.**

## What would you expect on a FEMA website about flood insurance?Fema.gov/fima

## Plain language techniques

**Informative headings**
**Pronouns**
**Active voice**
**Lists and tables**
**Short, common words**

## Plain language techniques 

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

## Headings

**Informative headings help the reader navigate the document.**
**Questions are often the best headings, especially if readers come 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.****** ***

-  Active Voice

**Cuts the number of words:**
***We must receive your completed application by June 1st.  9 words***

## Use lists

**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**

## 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.**

## List format

**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](http://www.epa.gov/asbestos/pubs.html)_
- _[asbestos contacts](http://www.epa.gov/asbestos/regioncontact.html)_
- _[laws and regulations](http://www.epa.gov/asbestos/asbreg.html)_ about asbestos
- _[asbestos ban and phase out](http://www.epa.gov/asbestos/ban.html)_ – 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://www1.va.gov/womenvet/page.cfm?pg=18)_
- http://uscis.gov/graphics/index.htm
- _[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 **

## Example

**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 31

## Everyday words

**Use****	****	****	***Not***	****	****Utilize**
**Help****	****	***Not***	****	****Facilitate**
**Method****	**** ****	***Not***	****	****Methodology**
**Needs****	**** ****	***Not***	****	****Necessitates **
**Limits****	****	***Not***	****	****Parameters**
**Issue****	****	***Not***	****	****Promulgate**

## Avoid hidden verbs

**Verbs disguised as nouns—**
**Analyze****	*****Not*****	****Conduct an analysis****	**
**Report****	****	*****Not***** ****	****Present a report**
**	**
**Assess****	****	*****Not*****	****Make an assessment**** **
**Assist****	****	*****Not*****	****Provide assistance**

## Slide 34

**Notes:**
Acronyms are common in bureaucratic writing.  Here at FAA, it sometimes seems we can’t write a sentence without 2 or 3 acronyms. The problems are that people are turned off by acronyms, the reader has to work harder to remember what they mean, and they can be confusing.  For example, CFR (Is it Code of Federal Regulations or campaign finance reform?), FDR (Is it the initials of a former President or flight data recorder?),  and PDA (Is it a public display of affection or a personal data assistant?).

In this slide, you can see what sometimes happens when the acronyms are flying thick and fast.

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.

## Keep sentences short  

**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.**

## Keep sentences short

**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 event that**
**	**

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

**See **_[http://www.plainlanguage.gov](http://www.plainlanguage.gov/)__ for more suggestions_

## Omit information the reader doesn’t want

**A major category of unwanted information on federal sites is “advertising”how terrific the agency is at delivering services to the customer.**
**Don’t say it, 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

- http://www.cms.hhs.gov/providers/hospiceps/
- http://www.va.gov
- _[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](https://insurance.va.gov/inForceGliSite/liability/ufsearch.htm)_
- _[http://epa.gov/](http://epa.gov/)_http://www.rrb.gov/PandS/forms/ub11/ub11-1.html
- _[http://www.fws.gov/fishing/](http://www.fws.gov/fishing/)_
- http://www.pdgc.gov
- http://www.tsa.gov/interweb/assetlibrary/summerindex.htm
- http://www.ars.usda.gov/main/main.htm

## Where to Get Help

**For a free half day introduction to plain language, email me at **_**[acheek@patriot.net](mailto:acheek@patriot.net)**_
**Visit our website at www.plainlanguage.gov**