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Plain language:
accessibility for information
Whitney Quesenbery
WQusability.com | Center for Civic Design
Twitter: @whitneyq | @civicdesign | @awebforeveryone
www.slideshare.net/whitneyq/plain-language-is-accessibility-for-content
Plain language is accessibility for content
What is plain language?
Information in plain language helps
people
 find what they need
 understand what they find
 and use it to meet their own goals
Plain language speaks to the readers,
using words they understand.
Plain language helps...
 People who don't read English well
 People with cognitive disabilities
 People who with low literacy
44% of Americans don’t read well.
National Assessment of Adult Literacy
People read with different levels of
literacy
Below basic – only the most
simple and concrete reading skills
Basic – able to manage everyday
tasks
 Intermediate – moderately
challenging activities like
consulting reference material
 Proficient – interpreting text,
comparing viewpoints
U.S. National Assessment of Adult Literacy http://nces.ed.gov/naal/kf_demographics.asp
A right to understand
Sandra Fisher-Martins “The Right to Understand”at TEDx O’Porto -www.youtube.com/watch?v=tP2y0vU7EG8
Transcript: http://rosenfeldmedia.com/a-web-for-everyone/plain-language-accessibility-for-information/
Plain language is accessibility for
cognitive disabilities
Many barriers to cognitive accessibility are
the same as usability problems for general
audience…but more severe.
- Clayton Lewis
Plain language is accessibility for content
Washington State Department of Labor and Industries Revised
Confirmation Letters, ClearMark winner, 2010
Plain language is accessibility for content
Unum – How to File a Disabilty Claim
ClearMark award winner, 2012
Center for Civic Design with the
Minnesota Secretary of State, 2009
slideshare.net/whitneyq/minnesota- absentee-
clarity2010
How do you make
information clear?
People can read, understand, and use the information
• Write for your audience.
• Follow plain language guidelines for writing content.
• Write sentences and paragraphs for easy scanning.
• Support users through their tasks.
• Structure the whole page for scanning and comprehension.
• Write helpful links.
• Use language your audience is familiar with, or provide
definitions.
• Provide plain language summaries of complex content.
• Don’t rely on readability formulas.
• Usability test your content.
Accessible UX Guidelines and a cross-reference to WCAG 2.0
http://rosenfeldmedia.com/books/a-web-for-everyone/resources/
Accessible UX content guidelines for
Plain language: creates a converation
Attention Customers:
Vegetation Management Work
In accordance with Section 14:5-9.67 of the New Jersey
Administrative Code, this notice is to advise you of planned
vegetation management activity on transmission rights-of-way in
your area. If there is work to be performed on your property, a
representative authorized by Jersey Central Power & Light will notify
you of the necessary work.
Our qualified tree contractor(s) will be sent out to maintain the
vegetation. This work is necessary to enhance reliable electric
service. All our methods and applications are approved, consistent
with industry standards, environmentally sound, and performed in
accordance with New Jersey Board of Public Utilities' regulatoins
referenced above.
5 guidelines
• Write for your audience
• Organize information logically
• Write for action
• Short words, sentences, paragraphs
• Design for reading
1. Write for the
audience
Speak to them
in their words
about their tasks
Use simple, everyday words
Description Of Service
The Site is an online community which enables photographers and graphic artists to
post photographs and images, share comments, opinions and ideas, promote their
work, participate in contests and promotions, and access and/or purchase services
from time to time made available on the Site (“Services”). Services include, but are
not limited to, any service and/or content 500px makes available to or performs for
you, as well as the offering of any materials displayed, transmitted or performed on
the Site or through the Services. Content (“Content”) includes, but is not limited to
text, user comments, messages, information, data, graphics, news articles,
photographs, images, illustrations, and software.
Your access to and use of the Site may be interrupted from time to time as a result
of equipment malfunction, updating, maintenance or repair of the Site or any other
reason within or outside the control of 500px. 500px reserves the right to suspend
or discontinue the availability of the Site and/or any Service and/or remove any
Content at any time at its sole discretion and without prior notice. 500px may also
impose limits on certain features and Services or restrict your access to parts of or
all of the Site and the Services without notice or liability. The Site should not be
used or relied upon for storage of your photographs and images and you are
directed to retain your own copies of all Content posted on the Site.
Write directly to the readers
Vote Early – The Registrar of
Voters office is open as a polling
place for the November 5, 2013
Election, beginning on Monday,
October 7, 2013 through
Tuesday, November 5, 2013. You
may vote a vote-by-mail ballot
at the Registrar of Voters office.
Vote early in person
You may vote early at Registrar of
Voters office, or at the voting
centers listed on page 5.
October 7 through November 5
Monday – Friday, 8am to 5pm
Registrar of Voters
4321 Franklin Avenue
.
... Even when the reader is a only
indirectly "you"
§ 408.315. Who may sign your application?
(a) When you must sign. If you are mentally competent, and physically
able to do so, you must sign your own application.
(b) When someone else may sign for you. (1) If you are mentally
incompetent, or physically unable to sign, your application may be
signed by a court-appointed representative or a person who is
responsible for your care, including a relative. If you are in the care of
an institution, the manager or principal officer of the institution may sign
your application.
(2) If it is necessary to protect you from losing benefits and there is
good cause why you could not sign the application, we may accept an
application signed by someone other than you or a person described in
paragraph (b)(1) of this section.
Support confident navigation
Leap and land on the same word
2. Organize
information
logically
In the right order
When needed (not
before)
Get ready:
Establish context and requirements
The page says:
Online Registration Renewal
A simple 4-step process.
1. Enter vehicle registration
2. Enter owner information
3. Pay fees
4. Provide feedback (optional)
Make sure you have the following ready:
• Your registration renewal form
• Your Social Security Number (SSN)
• Your Insurance Identification Card
• A valid credit card
4 images show cards for Visa, Mastercard,
American Express, Discover
 Identify the number
of steps or process
 Tell people what they
will need
Table of contents
Provide a roadmap
 Let readers know what to
expect.
 Show how information is
organized.
Organize information by
activity or task
 All of the information for
one topic on one page
 Only one topic per page
Write in bites, snacks and meals
Bite: Shortest
possible
information
Snack: Summary, with
enough information for an
experienced voters
Meal: Full details or instructions
Include both overview and details
Level Where in the Guide Example
Bite Cover General Election
Tuesday, November 4, 2014
Polls are open from 7am to 8pm
Snack Three ways to vote
page
Vote in person at the polls
Polls are open on Election Day, November 4, from
7am to 8pm
The location of your polling place is printed on the
front cover of this guide.
Or, you can look up your polling place:
• On the web: www.franklinvotes.org
• Using the automated phone service: 1-222-555-
1216
Meal Detailed
instructions on
page 6
How to vote in person at the polls
[ instructions on the voting process and how to
mark the ballot ]
 Starts with a "bite"
 Active headings
 Lists
 "If" options before "then"
actions
 Links to action in each
section
Design to Read: Guidelines for People Who Do Not Read Easily
http://uxpamagazine.org/people_who_do_not_read_easily/
This page has been replaced with:
https://www.gov.uk/carers-allowance/eligibility
3. Write for
action
Active verbs
Positive messages
Write headings as questions or
active instructions
Heading
Style
Example Why it works
Question What is the last day to request
a vote-by-mail-ballot?
Suggests a question that voters ask
Quasi-
Question
How to request a vote-by-mail
ballot
Suggests what the question the
text will answer
Instruction Request a vote-by-mail ballot
by October 29
Provides the answer to an implicit
question
Write with active verbs
First things first
Put instructions in the right order
 Draw a triangle on top of an upside down “T”
First things first
Put instructions in the right order
 Draw a triangle on top of an upside down “T”
 Did you draw a pine tree or a wine glass?
Be positive
How much are the annual tuition fees at this
university?
A typical three-year degree at £3,000 a year
adds up to to £9,000 – a hefty sum that doesn’t
include living costs....
The fees at the Open University are one third of
the tpical costs at other univerisities (on
average to £3,046 compared with £9,000...
Universities will be able to charge up to £3,000 for
annual tuition fees and the government is
predicting that average levels of student debt will
be around £15,000 for those entering higher
education next year...
4. Keep the text
as short as
possible
Short words
Short sentences
Short paragraphs
Use summaries for key points
This example is from http://www.cancer.gov/cancertopics/factsheet/Sites-Types/bone
How to vote
(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.
How to vote (another try)
Instructions
Mark the oval to the left of the name of your choice.
To vote for a candidate whose name is not printed on the ballot, print the nameclearly in the
box labeled 'write-in', staying within the box.
Do not make any marks outside the spaces provided for voting. If you do, your ballot may
not count.
The number of choices is listed for each contest. Do not mark the ballot for more candidates
than allowed. If you do, your vote in that contest will not count.
If you make a mistake, or want to change your vote, ask a poll worker for a new ballot.
5. Design for
reading
Lists and tables
Info design
Clear fonts
Design for reading patterns
Let lists be lists Good information
design supports
good
accessibility
The most
important
information in this
email is buried in a
massive,
parenthetical
sentence.
Hello.
From time to time we update our agreement governing the use of Square's payment
processing services, Square Reader, and Square Register. We're writing to inform you
of a few changes recently incorporated into this agreement.
Click here to read the updated Seller Agreement.
The vast majority of changes result from either reorganization, clarification of
language, the deletion of duplicative text, or other aesthetic changes, although there
are a few substantive modifications. (See, for example, Section 6 [Your Square
Account], Section 7 [Our Role], Section 12 [Applicable Network Rules], Section 15(a)
[Access to Square Account Funds], Section 15(b) [Right to Setoff], Section 16 [Payout
Schedule], Section 24 [Taxes], Section 36 [Disclosures and Notices], Section 47
[Representation and Warranties], and Section 49b [Third Party Products].)
The updated agreement will take effect on June 9, 2013. If you continue to use our
services after June 9, 2013, you agree to the terms of the new agreement. You will be
able to access the previous version of the agreement for the next thirty days.
Thanks,
The Square Team
squareup.com
Email from square.com and link to https://squareup.com/legal/seller-agreement
Use typography to support reading
Do
 Have enough space between lines
 Make the font big enough (12pts +)
Don't
 Use centered text (even on headings)
 Use all capital letters
Use layout to convey content
 Layout can communicate the type of content on a page
 Layout can differentiate page types from one another
Good layout makes information
seem simpler
"Simpler. Takes time to read."
"Clear headings. More space.
Less of a pitch and more facts."
"I just want to focus on the
priorities, not so much about
who they are."
"Less words, more info per
page."
"Good layout vs. blocks of text."
"Easy to read. Names and
information are separated so
you can read each one."
Plain language is a
process
Untangling information
 What is it trying to say?
 Put the information in the right order
 Adjust typography
 Simplify words
 Use active phrasing
NOTICE
If you tear, deface, or make a mistake and wrongfully mark any ballot,
you must return it to the election bard 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 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. Adjust typography – no capital letters, highlight important information
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
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.
5. Make the text large enough to see
Attention Customers:
Vegetation Management Work
In accordance with Section 14:5-9.67 of the New Jersey
Administrative Code, this notice is to advise you of planned
vegetation management activity on transmission rights-of-way in
your area. If there is work to be performed on your property, a
representative authorized by Jersey Central Power & Light will notify
you of the necessary work.
Our qualified tree contractor(s) will be sent out to maintain the
vegetation. This work is necessary to enhance reliable electric
service. All our methods and applications are approved, consistent
with industry standards, environmentally sound, and performed in
accordance with New Jersey Board of Public Utilities' regulatoins
referenced above.
Myths that hold us
back
Myth:
“My audience doesn’t need plain language”
Teens
 Write simply, using
words that are
common to your
readers’ vocabulary
 Be concise and get to
the point
 Make the content
apply to personal and
cultural experiences
Older adults
 Use words that most
older adults know
 Write in plain
language with short,
simple and
straightforward
sentences
Low literacy
 Put the most important
information first
 Write text with a simple
sentence structure
 Keep pages, paragraphs,
sentences short
Teenagers on the Web www.nngroup.com/reports/teens/
Designing Web Sites for Older Adults, http://www.redish.net/articles-slides/articles-slides-older-adults
Work with low literacy web users www.stc.org/intercom/pdfs/2004/200406_19-23.pdf
But compare these guidelines for different audiences
Myth:
“People can’t tell the difference”
9
82
9
0 10 20 30 40 50 60 70 80 90
No preference
Plain language version
Traditional version
Preference for style of instructions
(% of participants)
Report of Findings: Use of Language in Ballot Instructions, NIST IR 7556
Myth:
My information can’t be expressed in plain
language
Information can be
technically accurate,
interesting and well written
appropriate to the audience
and also
clear and understandable
Plain language resources
Federal Plain Language Guidelines
http://www.plainlanguage.gov/
SEC Plain Language Handbook
http://www.sec.gov/pdf/handbook.pdf
How to write clearly – European Commission
http://ec.europa.eu/translation/writing/clear_writ
ing/how_to_write_clearly_en.pdf
LinkedIn
Grouphttp://www.linkedin.com/groups/Plain-
Language-Advocates-
158634?trk=myg_ugrp_ovr
Letting Go of the Words
by Janice (Ginny) Redish
Get in touch!
Whitney Quesenbery
whitneyq@civicdesign.org
@whitneyq
civicdesign.org
@civicdesign

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Plain language is accessibility for content

  • 1. Plain language: accessibility for information Whitney Quesenbery WQusability.com | Center for Civic Design Twitter: @whitneyq | @civicdesign | @awebforeveryone www.slideshare.net/whitneyq/plain-language-is-accessibility-for-content
  • 3. What is plain language? Information in plain language helps people  find what they need  understand what they find  and use it to meet their own goals Plain language speaks to the readers, using words they understand.
  • 4. Plain language helps...  People who don't read English well  People with cognitive disabilities  People who with low literacy 44% of Americans don’t read well. National Assessment of Adult Literacy
  • 5. People read with different levels of literacy Below basic – only the most simple and concrete reading skills Basic – able to manage everyday tasks  Intermediate – moderately challenging activities like consulting reference material  Proficient – interpreting text, comparing viewpoints U.S. National Assessment of Adult Literacy http://nces.ed.gov/naal/kf_demographics.asp
  • 6. A right to understand Sandra Fisher-Martins “The Right to Understand”at TEDx O’Porto -www.youtube.com/watch?v=tP2y0vU7EG8 Transcript: http://rosenfeldmedia.com/a-web-for-everyone/plain-language-accessibility-for-information/
  • 7. Plain language is accessibility for cognitive disabilities Many barriers to cognitive accessibility are the same as usability problems for general audience…but more severe. - Clayton Lewis
  • 9. Washington State Department of Labor and Industries Revised Confirmation Letters, ClearMark winner, 2010
  • 11. Unum – How to File a Disabilty Claim ClearMark award winner, 2012
  • 12. Center for Civic Design with the Minnesota Secretary of State, 2009 slideshare.net/whitneyq/minnesota- absentee- clarity2010
  • 13. How do you make information clear?
  • 14. People can read, understand, and use the information • Write for your audience. • Follow plain language guidelines for writing content. • Write sentences and paragraphs for easy scanning. • Support users through their tasks. • Structure the whole page for scanning and comprehension. • Write helpful links. • Use language your audience is familiar with, or provide definitions. • Provide plain language summaries of complex content. • Don’t rely on readability formulas. • Usability test your content. Accessible UX Guidelines and a cross-reference to WCAG 2.0 http://rosenfeldmedia.com/books/a-web-for-everyone/resources/ Accessible UX content guidelines for Plain language: creates a converation
  • 15. Attention Customers: Vegetation Management Work In accordance with Section 14:5-9.67 of the New Jersey Administrative Code, this notice is to advise you of planned vegetation management activity on transmission rights-of-way in your area. If there is work to be performed on your property, a representative authorized by Jersey Central Power & Light will notify you of the necessary work. Our qualified tree contractor(s) will be sent out to maintain the vegetation. This work is necessary to enhance reliable electric service. All our methods and applications are approved, consistent with industry standards, environmentally sound, and performed in accordance with New Jersey Board of Public Utilities' regulatoins referenced above.
  • 16. 5 guidelines • Write for your audience • Organize information logically • Write for action • Short words, sentences, paragraphs • Design for reading
  • 17. 1. Write for the audience Speak to them in their words about their tasks
  • 18. Use simple, everyday words Description Of Service The Site is an online community which enables photographers and graphic artists to post photographs and images, share comments, opinions and ideas, promote their work, participate in contests and promotions, and access and/or purchase services from time to time made available on the Site (“Services”). Services include, but are not limited to, any service and/or content 500px makes available to or performs for you, as well as the offering of any materials displayed, transmitted or performed on the Site or through the Services. Content (“Content”) includes, but is not limited to text, user comments, messages, information, data, graphics, news articles, photographs, images, illustrations, and software. Your access to and use of the Site may be interrupted from time to time as a result of equipment malfunction, updating, maintenance or repair of the Site or any other reason within or outside the control of 500px. 500px reserves the right to suspend or discontinue the availability of the Site and/or any Service and/or remove any Content at any time at its sole discretion and without prior notice. 500px may also impose limits on certain features and Services or restrict your access to parts of or all of the Site and the Services without notice or liability. The Site should not be used or relied upon for storage of your photographs and images and you are directed to retain your own copies of all Content posted on the Site.
  • 19. Write directly to the readers Vote Early – The Registrar of Voters office is open as a polling place for the November 5, 2013 Election, beginning on Monday, October 7, 2013 through Tuesday, November 5, 2013. You may vote a vote-by-mail ballot at the Registrar of Voters office. Vote early in person You may vote early at Registrar of Voters office, or at the voting centers listed on page 5. October 7 through November 5 Monday – Friday, 8am to 5pm Registrar of Voters 4321 Franklin Avenue .
  • 20. ... Even when the reader is a only indirectly "you" § 408.315. Who may sign your application? (a) When you must sign. If you are mentally competent, and physically able to do so, you must sign your own application. (b) When someone else may sign for you. (1) If you are mentally incompetent, or physically unable to sign, your application may be signed by a court-appointed representative or a person who is responsible for your care, including a relative. If you are in the care of an institution, the manager or principal officer of the institution may sign your application. (2) If it is necessary to protect you from losing benefits and there is good cause why you could not sign the application, we may accept an application signed by someone other than you or a person described in paragraph (b)(1) of this section.
  • 21. Support confident navigation Leap and land on the same word
  • 22. 2. Organize information logically In the right order When needed (not before)
  • 23. Get ready: Establish context and requirements The page says: Online Registration Renewal A simple 4-step process. 1. Enter vehicle registration 2. Enter owner information 3. Pay fees 4. Provide feedback (optional) Make sure you have the following ready: • Your registration renewal form • Your Social Security Number (SSN) • Your Insurance Identification Card • A valid credit card 4 images show cards for Visa, Mastercard, American Express, Discover  Identify the number of steps or process  Tell people what they will need
  • 24. Table of contents Provide a roadmap  Let readers know what to expect.  Show how information is organized.
  • 25. Organize information by activity or task  All of the information for one topic on one page  Only one topic per page
  • 26. Write in bites, snacks and meals Bite: Shortest possible information Snack: Summary, with enough information for an experienced voters Meal: Full details or instructions
  • 27. Include both overview and details Level Where in the Guide Example Bite Cover General Election Tuesday, November 4, 2014 Polls are open from 7am to 8pm Snack Three ways to vote page Vote in person at the polls Polls are open on Election Day, November 4, from 7am to 8pm The location of your polling place is printed on the front cover of this guide. Or, you can look up your polling place: • On the web: www.franklinvotes.org • Using the automated phone service: 1-222-555- 1216 Meal Detailed instructions on page 6 How to vote in person at the polls [ instructions on the voting process and how to mark the ballot ]
  • 28.  Starts with a "bite"  Active headings  Lists  "If" options before "then" actions  Links to action in each section Design to Read: Guidelines for People Who Do Not Read Easily http://uxpamagazine.org/people_who_do_not_read_easily/ This page has been replaced with: https://www.gov.uk/carers-allowance/eligibility
  • 29. 3. Write for action Active verbs Positive messages
  • 30. Write headings as questions or active instructions Heading Style Example Why it works Question What is the last day to request a vote-by-mail-ballot? Suggests a question that voters ask Quasi- Question How to request a vote-by-mail ballot Suggests what the question the text will answer Instruction Request a vote-by-mail ballot by October 29 Provides the answer to an implicit question
  • 32. First things first Put instructions in the right order  Draw a triangle on top of an upside down “T”
  • 33. First things first Put instructions in the right order  Draw a triangle on top of an upside down “T”  Did you draw a pine tree or a wine glass?
  • 34. Be positive How much are the annual tuition fees at this university? A typical three-year degree at £3,000 a year adds up to to £9,000 – a hefty sum that doesn’t include living costs.... The fees at the Open University are one third of the tpical costs at other univerisities (on average to £3,046 compared with £9,000... Universities will be able to charge up to £3,000 for annual tuition fees and the government is predicting that average levels of student debt will be around £15,000 for those entering higher education next year...
  • 35. 4. Keep the text as short as possible Short words Short sentences Short paragraphs
  • 36. Use summaries for key points This example is from http://www.cancer.gov/cancertopics/factsheet/Sites-Types/bone
  • 37. How to vote (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.
  • 38. How to vote (another try) Instructions Mark the oval to the left of the name of your choice. To vote for a candidate whose name is not printed on the ballot, print the nameclearly in the box labeled 'write-in', staying within the box. Do not make any marks outside the spaces provided for voting. If you do, your ballot may not count. The number of choices is listed for each contest. Do not mark the ballot for more candidates than allowed. If you do, your vote in that contest will not count. If you make a mistake, or want to change your vote, ask a poll worker for a new ballot.
  • 39. 5. Design for reading Lists and tables Info design Clear fonts
  • 40. Design for reading patterns
  • 41. Let lists be lists Good information design supports good accessibility The most important information in this email is buried in a massive, parenthetical sentence. Hello. From time to time we update our agreement governing the use of Square's payment processing services, Square Reader, and Square Register. We're writing to inform you of a few changes recently incorporated into this agreement. Click here to read the updated Seller Agreement. The vast majority of changes result from either reorganization, clarification of language, the deletion of duplicative text, or other aesthetic changes, although there are a few substantive modifications. (See, for example, Section 6 [Your Square Account], Section 7 [Our Role], Section 12 [Applicable Network Rules], Section 15(a) [Access to Square Account Funds], Section 15(b) [Right to Setoff], Section 16 [Payout Schedule], Section 24 [Taxes], Section 36 [Disclosures and Notices], Section 47 [Representation and Warranties], and Section 49b [Third Party Products].) The updated agreement will take effect on June 9, 2013. If you continue to use our services after June 9, 2013, you agree to the terms of the new agreement. You will be able to access the previous version of the agreement for the next thirty days. Thanks, The Square Team squareup.com Email from square.com and link to https://squareup.com/legal/seller-agreement
  • 42. Use typography to support reading Do  Have enough space between lines  Make the font big enough (12pts +) Don't  Use centered text (even on headings)  Use all capital letters
  • 43. Use layout to convey content  Layout can communicate the type of content on a page  Layout can differentiate page types from one another
  • 44. Good layout makes information seem simpler "Simpler. Takes time to read." "Clear headings. More space. Less of a pitch and more facts." "I just want to focus on the priorities, not so much about who they are." "Less words, more info per page." "Good layout vs. blocks of text." "Easy to read. Names and information are separated so you can read each one."
  • 45. Plain language is a process
  • 46. Untangling information  What is it trying to say?  Put the information in the right order  Adjust typography  Simplify words  Use active phrasing
  • 47. NOTICE If you tear, deface, or make a mistake and wrongfully mark any ballot, you must return it to the election bard 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 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. Adjust typography – no capital letters, highlight important information
  • 48. 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 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. 5. Make the text large enough to see
  • 49. Attention Customers: Vegetation Management Work In accordance with Section 14:5-9.67 of the New Jersey Administrative Code, this notice is to advise you of planned vegetation management activity on transmission rights-of-way in your area. If there is work to be performed on your property, a representative authorized by Jersey Central Power & Light will notify you of the necessary work. Our qualified tree contractor(s) will be sent out to maintain the vegetation. This work is necessary to enhance reliable electric service. All our methods and applications are approved, consistent with industry standards, environmentally sound, and performed in accordance with New Jersey Board of Public Utilities' regulatoins referenced above.
  • 50. Myths that hold us back
  • 51. Myth: “My audience doesn’t need plain language” Teens  Write simply, using words that are common to your readers’ vocabulary  Be concise and get to the point  Make the content apply to personal and cultural experiences Older adults  Use words that most older adults know  Write in plain language with short, simple and straightforward sentences Low literacy  Put the most important information first  Write text with a simple sentence structure  Keep pages, paragraphs, sentences short Teenagers on the Web www.nngroup.com/reports/teens/ Designing Web Sites for Older Adults, http://www.redish.net/articles-slides/articles-slides-older-adults Work with low literacy web users www.stc.org/intercom/pdfs/2004/200406_19-23.pdf But compare these guidelines for different audiences
  • 52. Myth: “People can’t tell the difference” 9 82 9 0 10 20 30 40 50 60 70 80 90 No preference Plain language version Traditional version Preference for style of instructions (% of participants) Report of Findings: Use of Language in Ballot Instructions, NIST IR 7556
  • 53. Myth: My information can’t be expressed in plain language Information can be technically accurate, interesting and well written appropriate to the audience and also clear and understandable
  • 54. Plain language resources Federal Plain Language Guidelines http://www.plainlanguage.gov/ SEC Plain Language Handbook http://www.sec.gov/pdf/handbook.pdf How to write clearly – European Commission http://ec.europa.eu/translation/writing/clear_writ ing/how_to_write_clearly_en.pdf LinkedIn Grouphttp://www.linkedin.com/groups/Plain- Language-Advocates- 158634?trk=myg_ugrp_ovr Letting Go of the Words by Janice (Ginny) Redish
  • 55. Get in touch! Whitney Quesenbery whitneyq@civicdesign.org @whitneyq civicdesign.org @civicdesign

Notes de l'éditeur

  1. Examples of information that is not plain are all around us. I found this sign hanging over the mail drop in a post office near DC. What does it mean? I think it’s trying to say “Please bring any heavy letters to the window so we can check them with you. Otherwise, we will have to open it to see if there is anything dangerous inside. Your mail will be delayed, and it costs us something, too.”
  2. The image shows a bar graph with the number of people at each level of literacy defined by the US National Assessment of Adult Literacy: Below Basic: 30 million people or 14% Basic: 63 million people, or 29% Intermediate: 95 million people, or 45% Proficient: 28 million people, or 13%
  3. Literacy Careful reading Don’t know the language or how to read it
  4. Cognitive disabilities may affect a person’s ability to process information: Remember and recall Read information Process information Make choices
  5. Most government offices have a collection of form letters like this. And they often spend a lot of time explaining their explanations. It’s not really anyone’s fault. Often the regulations or laws are complicated. At the Washington State Department of Labor and Industries, 10% of their calls used to be questions about procedures. When they created new letters and accompanying fact sheets, the number of calls dropped do 1%. They made three big changes: Spoke directly the person in the letter Showed the steps in the process (and options) in a list Added a fact sheet with answers to the questions they spent the most time answering
  6. Notice that the fact sheet isn’t that fancy. It’s printed on regular paper. And... it's not a letter It also focused on how to create a successful records request - what the department needs - what it costs - information already available on the web site In other words, it answers the questions that people have, providing clear, concise instructions
  7. 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.
  8. But let’s look at what happened when they revised it. Same trifold. Same printing costs, but so much clearer, with different types of information grouped sensibly. It even takes the same amount of space, but it’s fewer words. Same brochure, but fewer, clearer words, and helpful information design. Process shown clearly
  9. Revised absentee ballot instructions for Minnesota after 2010. Shows process
  10. What things are easy to have at hand? What questions can be answer easily?
  11. The Key Points: Cancer that starts in the bone is uncommon. Pain is the most common symptom of bone cancer. Surgery is the usual treatment for bone cancer. With modern surgical techniques, 9 out of 10 people who have bone cancer in an arm or leg may not need amputation. Because bone cancer can come back after treatment, regular follow-up visits are important. People with bone cancer are encouraged to enroll in clinical trials (research studies) that explore new treatments.
  12. This is 356 words of instructions for how to vote.
  13. This proposed version is only 106 words, and a picture.
  14. The letter says: Hello.   From time to time we update our agreement governing the use of Square's payment processing services, Square Reader, and Square Register. We're writing to inform you of a few changes recently incorporated into this agreement.   Click here to read the updated Seller Agreement.   The vast majority of changes result from either reorganization, clarification of language, the deletion of duplicative text, or other aesthetic changes, although there are a few substantive modifications. (See, for example, Section 6 [Your Square Account], Section 7 [Our Role], Section 12 [Applicable Network Rules], Section 15(a) [Access to Square Account Funds], Section 15(b) [Right to Setoff], Section 16 [Payout Schedule], Section 24 [Taxes], Section 36 [Disclosures and Notices], Section 47 [Representation and Warranties], and Section 49b [Third Party Products].)   The updated agreement will take effect on June 9, 2013. If you continue to use our services after June 9, 2013, you agree to the terms of the new agreement. You will be able to access the previous version of the agreement for the next thirty days.   Thanks, The Square Team squareup.com
  15. “These are the top five pages selected by participants”
  16. Each step is an improvement. It can be done incrementally It can be done with your own staff Within the law