This document provides guidance on writing in plain language. It discusses the key principles of plain language: 1) Being brief by avoiding unnecessary words. 2) Being simple by using everyday language. 3) Being organized with a clear structure. 4) Being friendly by using a respectful, helpful tone. 5) Being action-oriented by telling the reader what to do. The document provides examples of "before and after" rewrites that apply these principles to make communications more clear and concise for the reader. It also discusses some basic design principles for visual clarity.

1. Welcome!

2. Why are we celebrating?
Why should you join us?

3. Plain language is
1. Brief
2. Simple
3. Organized
4. Friendly
5. Action-oriented

4. Plain language is brief.
"I am sorry this is such a long letter, but I did not have the
time to write a short one."
- Mark Twain
© 2012

5. Plain language is brief.
Before We are currently experiencing problems
with the Branch Network foreign exchange
strategies portal. An investigation of the problem
is underway by our technicians and an additional
advisory will be issued upon resolution of the
issue.
After We are having problems with the portal that
serves foreign strategies data to your branches.
Our technicians are looking into the problem and
will let you know when they have resolved it.
© 2012

6. Plain language is brief.
Before
Tellers are to process the transactions the day they
are made, if possible, thus avoiding or minimizing
delays in the cheque or remittance clearing
processes. This will require the collaboration of
managers to ensure prompt adoption of this new
procedure.
© 2012

7. Plain language is brief.
After
We will aim to process transactions on the same
day the customer makes them, so that we avoid or
reduce clearing delays for cheque and remittance.
Your managers will need to work with us and their
teams, to help them follow the new process.
© 2012

8. Plain language is simple.
“Simplicity before understanding is simplistic; simplicity
after understanding is simple.”
- Eduard De Bono
© 2012

9. Plain language is simple.
Before This process has passed CAT, and will initiate a
new paradigm in B2B transactional capacity.
After This process has passed its test with our
customers, and will make us better able
to process business-to-business transactions.
© 2012

10. Plain language is simple.
Before An enamelectomy may be indicated if patient
experiences excessive neuralgia.
After You can have us repair your tooth enamel to relieve
pain.
© 2012

11. Plain language is organized.
“Out of clutter, find simplicity.”
- Albert Einstein
“Order is the shape upon which beauty depends.”
- Pearl S. Buck

12. Plain language is organized.
Before
Dear Valued Customer,
Originator's Last Name: Rogers Nelson
Originator's First Name: Prince
Date Received: 2004-02-16
Call Type: MAC
Call Sub-Type: Sanctioning
Call Category: Aliant
Call Status: Open
Your request will be completed no later than: 2004-03-08
Call Description:
Your request has been assigned Customer Care Queue number 00191495. Please
refer to this number when making inquiries. In most cases, a Request Completion
Target Date is assigned immediately at the opening of the ticket. If no date
appears above, please contact us via a reply to this message.

13. Plain language is organized.
After
Dear Valued Customer,
Thank you for your request. We have assigned this Customer Care Queue
number: 00191495 Please refer to this number if you contact us about your
request.
Response Date: no later than 2004-03-08
Our systems usually assign a Response Date right away when we reserve your
place in our queue. If you do not see a date above, let us know by replying to
this message.
Customer Last Name: Rogers Nelson
Customer First Name: Prince
Date Received: 2004-02-16
--------------------------------------
Call Type: MAC Sub-Type: Sanctioning
Category: Aliant Status: Open
© 2012

14. Plain language is friendly.
"I love words but I don't like strange ones. You don't
understand them and they don't understand you. Old words
is like old friends, you know 'em the minute you see 'em."
- Will Rogers
© 2012

15. Plain language is friendly.
Before Failure to send a prompt and timely response to this
notice may result in discontinuation of a recipient’s
benefits under this program.
After If you do not reply to us soon, we may have to put
your benefits on hold.
© 2012

16. Plain language is action-oriented.
"Web users want actionable content; they don't want to
fritter away their time on (otherwise enjoyable) stories that
are tangential to their current goals …"
- Jakob Neilsen
www.UseIt.com
© 2012

17. Plain language is action-oriented.
Before Failure to send a prompt and timely response to this
notice may result in discontinuation of a recipient’s
benefits under this program.
After If you do not reply to us by May 18, we may have to
put your benefits on hold. Along with the address at the
top of this message, you can reach us right away by
phone or email:
 416-555-3555
 michelle.black@simplyread.ca

18. Juggling the jargon…
Actionable Run it up the flagpole RAMP-UP
When the rubber hits the road RAISE THE BAR
Value-add SYNERGIES Let’s
workshop it!
Brain dump
PROACTIVE low-hanging
fruit
Get traction
WIN-WIN Throw him under the bus
© 2012

19. How motivated are you to read long,
complex communications?
© 2012

20. Clear, helpful business communication
considers the reader’s time and tools.
© 2012

21. Can your reader act on your message
from where they are?
© 2012

22. Before – a PowerPoint Presentation
Purpose
To provide you with:
• background information on the Services Delivered by Community
Service Organizations Act, 2008 and the requirements for the
application process for Local Outreach Services (LOS) funded services
and systems (Sections I & II);
• information on the provincial framework that will guide worker input
on the development of regional delivery criteria for the delivery of
support division functions in York region (Section III);
• an overview of the Service team’s employee engagement process to
inform the development of regional delivery criteria for the delivery of
branch service functions (Section IV); and
• information on how you can be involved in the process (Section IV).
© 2012

23. After – Same presentation,
fewer words
Today we will talk about:
Section 1 How the Community Services system
is changing
Section 2 The new way to apply
for social supports
Section 3 Setting up Service Hubs
and other plans for this year
Section 4 What is happening in your region?
Get involved! Here’s how …
© 2012

24. Some clear design basics
 Use a readable type size.
 Use left justification.
 Keep the number of different fonts or typefaces to
a minimum.
 Make sure there is lots of ‘white space.’
 Use headings, images and space between
paragraphs.
© 2012

25. Some clear design basics (cont’d)
Avoid ‘old style’ features:
 ALL CAPS
 Underlining long lines of text on a page (including in
long hyperlink addresses or URLs)
 Long reams of close-together text in italic font
which make the eyes have to strain to read and
seem to flicker if you stare at them onscreen for too
long. See what I mean?
 Very ornate fonts (these also strain the eye)
 colours that recede or too many colours
 Blinking text on websites
© 2012

26. Before We are grateful in advance
for your attention to our
presentation.
After Thanks for reading this!
www.simplyread.ca