plain language law: countdown to organizational change melodee mercer veterans benefits...
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Plain Language Law:Plain Language Law:Countdown toCountdown to
Organizational ChangeOrganizational ChangeMelodee MercerMelodee Mercer
Veterans Benefits AdministrationVeterans Benefits Administration
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If you are determined to have a disability…If you are determined to have a disability…
Veterans Benefits AdministrationVeterans Benefits Administration
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Veterans Benefits AdministrationVeterans Benefits Administration
If we determine that you have a disability…If we determine that you have a disability…
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Changing a BureaucracyChanging a Bureaucracy Top 10Top 10
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1010It’s an evolution, not a revolutionIt’s an evolution, not a revolution
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Look at the history of writing Look at the history of writing programs in your agencyprograms in your agency
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Muddy language is not confined to policies alone. Each of you has seen replies to simple questions in which the meaning was lost through hopelessly obscure wording. When a person writes to the Veterans Administration, he is entitled to an easily understood, frank, and courteous reply. If our replies cannot be understood, they are not only not worth writing, but they simply create additional work.
General Omar Bradley, the second administrator of VA, 1947
99Look at the history of writing Look at the history of writing programs in your agencyprograms in your agency
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Plain Letters – 1955
Feelings – 1978
Just Plain English – 1985
Writing for Real People – 1991
Reader-Focused Writing Initiative
Look at the history of writing Look at the history of writing programs in your agencyprograms in your agency99
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88 Make managers the customerMake managers the customer
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77 Pick a starting point that will Pick a starting point that will
have the most impacthave the most impact
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Regulationwriting
Tier 3Collaborativ
e writing
Tier 2RFW Tools
Letter Writing
Tier 1Orientation
4aForms design
4bReference writing
• Briefing paper• Congressional• Management briefing
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66Large organizations should Large organizations should
pilot in small sectionspilot in small sections
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CIRCE CIRCE Evaluation of letterEvaluation of letter
0
1
2
3
4
5
6
7
8
9
10
3-8 Criteria 9-13Criteria
14-15Criteria
FW
3-8 9-13 14-15 Criteria
25 Pre-training Letters 25 Pre-training Letters 10 10
5
0
5
10
15
20
25
30
3-8 Criteria 9-13Criteria
14-15Criteria
FW
43 Post-training Letters43 Post-training Letters
0
15
28
3-8 9-13 14-15 Criteria
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55 Find a training mechanism that will Find a training mechanism that will uniformly reach the most employeesuniformly reach the most employees
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44Be sure to train reviewers from the Be sure to train reviewers from the beginningbeginning
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33Your standard for ‘good writing’ should Your standard for ‘good writing’ should be what your readers think is goodbe what your readers think is good
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VA: VA: Service Connected DisabilityService Connected Disability
Injured while on duty (but, not Injured while on duty (but, not on leave)on leave)
Injured while in the service Injured while in the service anytimeanytime
Injured on any jobInjured on any job
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VA: VA: Service Connected DisabilityService Connected Disability
Injured while on duty (but, not Injured while on duty (but, not on leave)on leave)
Injured while in the service Injured while in the service anytimeanytime
Injured on any jobInjured on any job
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VA and IRS
•You never cashed your check. •‘You will receive a new check shortly.’
You will receive your check by (2 weeks from date of letter)
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22Recognize that poor writing is copied Recognize that poor writing is copied throughout your organizationthroughout your organization
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Regulation
Manual
Letters
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RegulationRegulationRegulation
ManualManualManual
LettersLettersLettersLettersLetters
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11Bring all of the key players in the Bring all of the key players in the
room togetherroom together
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Trained over 7200 employees Trained over 7200 employees Teach classes in letter writing, collaborative Teach classes in letter writing, collaborative
writing, regulation writing, white papers, and writing, regulation writing, white papers, and Congressional responsesCongressional responses
Briefed ManagersBriefed Managers Updated the correspondence manual to reflect Updated the correspondence manual to reflect
RFW principlesRFW principles Regulation Rewrite ProjectRegulation Rewrite Project In many offices, it continued without high level In many offices, it continued without high level
advocacyadvocacy VBA Insurance won a 2011 ClearMark VBA Insurance won a 2011 ClearMark
Category Award for best revised document in Category Award for best revised document in the public sectorthe public sector
So, how has it worked?So, how has it worked?
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Have fun!Have fun!
10. It’s an evolution, not a revolution.9. Look at the history of your writing programs.8. Make managers the customer.7. Pick a starting point that will have the most impact.6. Large organizations should pilot in small groups.5. Find a training mechanism that will uniformly reach the most employees.4. Be sure to train reviewers from the beginning.3. Your standard for good writing should be what your readers think is good.2. Recognize that poor writing is copied throughout your organization.1. Bring all key players together.
Changing a Bureaucracy Top 10
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