As a government, we are trying to develop a more customer-oriented approach to what we do. For most customers their first and often most important contact with the government is the rules we issue that tell them what they have to do and how they have to do it. As drafters of these rules, we have a great responsibility to communicate clearly. It is unfair, as well as counterproductive, for a government agency to hold people accountable for standards they don't understand. We must let our readers know that we have considered who they are and what they need to know.
Studies show that clearly written regulations improve compliance and decrease litigation.
Writing that considers our customers, explains what the government requires, and why they require it will improve the relationship between the government and the public it serves. This document shows you some techniques that will enable your readers to understand what you have to say. Write for your customers, not for other government regulators. Use natural expression. To the extent possible, write as you would speak.