saving your budget with plain language
DESCRIPTION
Keynote at IACREOT 2012 in Albuquerque. IACREOT is the international association of local government officials: county clerks, recorders, election officials and treasurers. Examples of how plain language can make letters, forms, ballots and other materials more effective, saving time and resources, while helping people understand and use information needed to interact with local government or participate in democratic elections.TRANSCRIPT
![Page 1: Saving Your Budget with Plain Language](https://reader033.vdocuments.us/reader033/viewer/2022061300/54c7829c4a7959a04b8b456f/html5/thumbnails/1.jpg)
Saving your budget in plain languageWhitney QuesenberyPrincipal Consultant, WQusability.com and Usability in Civic Life
IACREOT 2012 – Abuquerque, NM
with
![Page 2: Saving Your Budget with Plain Language](https://reader033.vdocuments.us/reader033/viewer/2022061300/54c7829c4a7959a04b8b456f/html5/thumbnails/2.jpg)
2This sign in a post office lobby is a great example of quoting policy in a way that is incomprehensible!
![Page 3: Saving Your Budget with Plain Language](https://reader033.vdocuments.us/reader033/viewer/2022061300/54c7829c4a7959a04b8b456f/html5/thumbnails/3.jpg)
3
Most offices have a collection of form letters like these. And,
they spend a lot of extra time explaining what they say.
![Page 4: Saving Your Budget with Plain Language](https://reader033.vdocuments.us/reader033/viewer/2022061300/54c7829c4a7959a04b8b456f/html5/thumbnails/4.jpg)
4
Washington State Department of Labor and IndustriesRevised Confirmation Letters, ClearMark winner, 2010
When the Washington State Department of Labor and Industries, revised their letter to people making a public records request and added this fact sheet, the percentage
of their calls about this letter dropped from 10% to 1% of all calls.
![Page 5: Saving Your Budget with Plain Language](https://reader033.vdocuments.us/reader033/viewer/2022061300/54c7829c4a7959a04b8b456f/html5/thumbnails/5.jpg)
5
Unum – How to File a Disabilty Claim ClearMark award winner, 2012 - http://centerforplainlanguage.org/awards/clearmark2012/unum/)
This flyer about making a claim under disability insurance isn’t too bad.
It’s not too long and mostly uses words people will understand.
![Page 6: Saving Your Budget with Plain Language](https://reader033.vdocuments.us/reader033/viewer/2022061300/54c7829c4a7959a04b8b456f/html5/thumbnails/6.jpg)
6
Unum – How to File a Disabilty Claim (ClearMark award winner, 2012)
But look at the revised version.
Same brochure, but fewer, clearer words, and helpful information design.
![Page 7: Saving Your Budget with Plain Language](https://reader033.vdocuments.us/reader033/viewer/2022061300/54c7829c4a7959a04b8b456f/html5/thumbnails/7.jpg)
7
Centers for Medicare and Medicaid Services
Millions of people have
tried to make sense of the
Medicare Summary
Notice…not the friendliest
of forms.
So...
![Page 8: Saving Your Budget with Plain Language](https://reader033.vdocuments.us/reader033/viewer/2022061300/54c7829c4a7959a04b8b456f/html5/thumbnails/8.jpg)
8
Centers for Medicare and Medicaid Services
This year, a revised version is rolling out. The
CMS staff said “We had to keep the MSN as
short as possible so that printing and postage
costs would not increase. It went through 5
rounds of design and focus group testing. In
all, over 160 people with Medicare and
caregivers…some in Spanish”
![Page 9: Saving Your Budget with Plain Language](https://reader033.vdocuments.us/reader033/viewer/2022061300/54c7829c4a7959a04b8b456f/html5/thumbnails/9.jpg)
9
Usability in Civic Life with the Minnesota Secretary of State, 2009
Revised absentee ballot
instructions for Minnesota
after 2010.
More about this project at
slideshare.net/whitneyq/mi
nnesota- absentee-
clarity2010
![Page 10: Saving Your Budget with Plain Language](https://reader033.vdocuments.us/reader033/viewer/2022061300/54c7829c4a7959a04b8b456f/html5/thumbnails/10.jpg)
10
Information can be
technically accurate, legally accurate, legally sufficientand also clear and understandable
![Page 11: Saving Your Budget with Plain Language](https://reader033.vdocuments.us/reader033/viewer/2022061300/54c7829c4a7959a04b8b456f/html5/thumbnails/11.jpg)
11
It’s in plain language if people can
Find it Understand it Use it* Definition from the Center for Plain Language
![Page 12: Saving Your Budget with Plain Language](https://reader033.vdocuments.us/reader033/viewer/2022061300/54c7829c4a7959a04b8b456f/html5/thumbnails/12.jpg)
12
How do you make information clear?
![Page 13: Saving Your Budget with Plain Language](https://reader033.vdocuments.us/reader033/viewer/2022061300/54c7829c4a7959a04b8b456f/html5/thumbnails/13.jpg)
13
Write for your audience
Use simple, everyday words
Avoid jargonabbreviationsand legalisms
Speak directly to the audience: use pronouns like “you”
![Page 14: Saving Your Budget with Plain Language](https://reader033.vdocuments.us/reader033/viewer/2022061300/54c7829c4a7959a04b8b456f/html5/thumbnails/14.jpg)
14
Organize information logically
Place instructions where they are needed
Put instructions in order
Put the “if” before the “then”
Each step in its own paragraph
![Page 15: Saving Your Budget with Plain Language](https://reader033.vdocuments.us/reader033/viewer/2022061300/54c7829c4a7959a04b8b456f/html5/thumbnails/15.jpg)
15
✖ ✔
Example from research on plain language for NIST by Ginny Redish and Dana Chisnell
![Page 16: Saving Your Budget with Plain Language](https://reader033.vdocuments.us/reader033/viewer/2022061300/54c7829c4a7959a04b8b456f/html5/thumbnails/16.jpg)
16
Write for action
Write in active voice(the person comes before the verb)
Tell people what to do, rather than what not to do
Photo from the Trace Center
![Page 17: Saving Your Budget with Plain Language](https://reader033.vdocuments.us/reader033/viewer/2022061300/54c7829c4a7959a04b8b456f/html5/thumbnails/17.jpg)
17
Example from Minnesota absentee ballot instructions
Look at all the active verbs
![Page 18: Saving Your Budget with Plain Language](https://reader033.vdocuments.us/reader033/viewer/2022061300/54c7829c4a7959a04b8b456f/html5/thumbnails/18.jpg)
18
Keep it as short as possible
Short, common words
Short sentences
Short paragaraphs
![Page 19: Saving Your Budget with Plain Language](https://reader033.vdocuments.us/reader033/viewer/2022061300/54c7829c4a7959a04b8b456f/html5/thumbnails/19.jpg)
19(1) Mark only with a writing instrument provided by the board of elections. (2) To vote for a candidate whose name is printed on this ballot fill in the (insert oval or square, as applicable) above or next to the name of the candidate.(3) To vote for a person whose name is not printed on this ballot write or stamp his or her name in the space labeled “write-in” that appears (insert at the bottom of the column, the end of the row or at the bottom of the candidate names, as applicable) for such office (and, if required by the voting system in use at such election, the instructions shall also include “and fill in the (insert oval or square, as applicable) corresponding with the write-in space in which you have written in a name”).(4) To vote yes or no on a proposal, if any, that appears on the (indicate where on the ballot the proposal may appear) fill in the (insert oval or square, as applicable) that corresponds to your vote.(5) Any other mark or writing, or any erasure made on this ballot outside the voting squares or blank spaces provided for voting will void this entire ballot.(6) Do not overvote. If you select a greater number of candidates than there are vacancies to be filled, your ballot will be void for that public office, party position or proposal.(7) If you tear, or deface, or wrongly mark this ballot, return it and obtain another. Do not attempt to correct mistakes on the ballot by making erasures or cross outs. Erasures or cross outs may invalidate all or part of your ballot. Prior to submitting your ballot, if you make a mistake in completing the ballot or wish to change your ballot choices, you may obtain and complete a new ballot. You have a right to a replacement ballot upon return of the original ballot.(8) After completing your ballot, insert it into the ballot scanner and wait for the notice that your ballot has been successfully scanned. If no such notice appears, seek the assistance of an election inspector.
✖
Current NY ballot
instructions
![Page 20: Saving Your Budget with Plain Language](https://reader033.vdocuments.us/reader033/viewer/2022061300/54c7829c4a7959a04b8b456f/html5/thumbnails/20.jpg)
20✔
Revised language from a
new bill – the Voter
Friendly Ballot Act.
It reduces the instructions
from over 300 words
to just 100
![Page 21: Saving Your Budget with Plain Language](https://reader033.vdocuments.us/reader033/viewer/2022061300/54c7829c4a7959a04b8b456f/html5/thumbnails/21.jpg)
21
Design for easy reading
Use Mixed Case in text and names (not ALL CAPITAL LETTERS)
Use bold for emphasis
Use lists and tables.
Choose one readable font
![Page 22: Saving Your Budget with Plain Language](https://reader033.vdocuments.us/reader033/viewer/2022061300/54c7829c4a7959a04b8b456f/html5/thumbnails/22.jpg)
22
Polling place signs from
Shawnee County, KS and a revision in
the EAC Best Practices style. Thanks
to Libby Ensler Dieter.
![Page 23: Saving Your Budget with Plain Language](https://reader033.vdocuments.us/reader033/viewer/2022061300/54c7829c4a7959a04b8b456f/html5/thumbnails/23.jpg)
23
✖
2010 ballot from Broome County, NY
![Page 24: Saving Your Budget with Plain Language](https://reader033.vdocuments.us/reader033/viewer/2022061300/54c7829c4a7959a04b8b456f/html5/thumbnails/24.jpg)
24
✔
Proposed redesign using EAC Best Practices. It improves the biggest voter complaint in 2010 by making the text larger,
especially candidate names.
![Page 25: Saving Your Budget with Plain Language](https://reader033.vdocuments.us/reader033/viewer/2022061300/54c7829c4a7959a04b8b456f/html5/thumbnails/25.jpg)
25
Plain language is a process
![Page 26: Saving Your Budget with Plain Language](https://reader033.vdocuments.us/reader033/viewer/2022061300/54c7829c4a7959a04b8b456f/html5/thumbnails/26.jpg)
26
NOTICEIf you tear, deface, or make a mistake and wrongfully mark any ballot,
you must return it to the election board and receive a new ballot or set of ballots. To vote for a person whose name is printed on the ballot, darken the oval at the left of the person’s name. To vote for a person whose name is not printed on
the ballot, write the person’s name in the blank space, if any is provided, and darken the oval to the left.TO VOTE, DARKEN THE OVAL NEXT TO YOUR CHOICE, LIKE THIS
TO VOTE, DARKEN THE OVAL NEXT TO YOUR CHOICE, LIKE THIS To vote for a person whose name is printed on the ballot, darken the oval at the left of the person’s name.
To vote for a person whose name is not printed on the ballot, write the person’s name in the blank space, if any is provided, and darken the oval to the left.If you tear, deface, or make a mistake and wrongfully mark any ballot,
you must return it to the election board and receive a new ballot or set of ballots
1. Put the instructions in a logical order
To vote, darken the oval next to your choice, like this:To vote for a person whose name is printed on the ballot, darken the oval at the left of the person’s name. To vote for a person whose name is not printed on the ballot, write the person’s name in the blank space, if any is provided, and darken the oval to the left.If you tear, deface, or make a mistake and wrongfully mark any ballot, you must return it to the election board and receive a new ballot or set of ballots
2. Remove centering and capitals. Add emphasis
The original
![Page 27: Saving Your Budget with Plain Language](https://reader033.vdocuments.us/reader033/viewer/2022061300/54c7829c4a7959a04b8b456f/html5/thumbnails/27.jpg)
27
To vote, fill in the oval next to your choice, like this:
To vote for a person whose name is printed on the ballot, fill in the oval at the left of the person’s name.
To vote for a person whose name is not on the ballot, write the person’s name in the blank space, and fill in the oval next to it.
If you make a mistake marking your ballot, return it to the election board and receive a new ballot or set of ballots.
3. Simplify phrases to use common words
To vote, fill in the oval next to your choice, like this:
To vote for a person whose name is not on the ballot, write the person’s name in the blank space, and fill in the oval next to it.
If you make a mistake marking your ballot, ask a poll worker for a new ballot.
4. Continue simplifying and using active phrasing
5. Make the text large enough to see
To vote, fill in the oval next to your choice, like this:
To vote for a person whose name is not on the ballot, write the person’s name in the blank space, and fill in the oval next to it.
If you make a mistake marking your ballot, ask a poll worker for a new ballot.
![Page 28: Saving Your Budget with Plain Language](https://reader033.vdocuments.us/reader033/viewer/2022061300/54c7829c4a7959a04b8b456f/html5/thumbnails/28.jpg)
28
What holds us back?
![Page 29: Saving Your Budget with Plain Language](https://reader033.vdocuments.us/reader033/viewer/2022061300/54c7829c4a7959a04b8b456f/html5/thumbnails/29.jpg)
29
Legal markup
![Page 30: Saving Your Budget with Plain Language](https://reader033.vdocuments.us/reader033/viewer/2022061300/54c7829c4a7959a04b8b456f/html5/thumbnails/30.jpg)
30
Photos, Jenny Greeve, Accessible Voting Technology Initiative
Not enough active team design work
![Page 31: Saving Your Budget with Plain Language](https://reader033.vdocuments.us/reader033/viewer/2022061300/54c7829c4a7959a04b8b456f/html5/thumbnails/31.jpg)
31
& not enough usability testing
Poster from Washington State, Jenny Greeve
More about usability testing at slideshare.net/whitneyq/need-a-little-usability
![Page 32: Saving Your Budget with Plain Language](https://reader033.vdocuments.us/reader033/viewer/2022061300/54c7829c4a7959a04b8b456f/html5/thumbnails/32.jpg)
32
Because we can tell the difference
No preference
Plain language version
Traditional version
0 10 20 30 40 50 60 70 80 90
9
82
9
Preference for style of instructions(% of participants)
Report of Findings: Use of Language in Ballot Instructions, NIST IR 7556
![Page 33: Saving Your Budget with Plain Language](https://reader033.vdocuments.us/reader033/viewer/2022061300/54c7829c4a7959a04b8b456f/html5/thumbnails/33.jpg)
33
We can all be super heroes
… for the public … for our departments
… for democracy
![Page 34: Saving Your Budget with Plain Language](https://reader033.vdocuments.us/reader033/viewer/2022061300/54c7829c4a7959a04b8b456f/html5/thumbnails/34.jpg)
34
Research commissioned by EAC
Research commissioned by NIST
SOP and Usability in Civic Life
Research commissioned by NIST
civicdesigning.org/fieldguides
Field Guides to Ensuring Voter Intent
![Page 35: Saving Your Budget with Plain Language](https://reader033.vdocuments.us/reader033/viewer/2022061300/54c7829c4a7959a04b8b456f/html5/thumbnails/35.jpg)
35
Whitney [email protected]
Usability in Civic Lifehttp://usabilityinciviclife.org
Field guides to ensuring voter intenthttp://civicdesigning.org/fieldguides
LEO Usability Testing Kithttp://www.usabilityinciviclife.org/voting/leo-testing-kit/