Plain Language What is it and why is it important? Joan Winchester March 4, 2016

Transcription

1 Plain Language What is it and why is it important? Joan Winchester March 4,

2 The road to our messages 2

3 The road to our messages 3

4 Lost 4

5 What we talk about when we talk about plain language Barriers to comprehension Limits of software & formulas Elements of plain language Writing in plain language 5

6 Test it! 6

7 Test it! Ask Listen Watch 7

8 What is plain language and why is it important? 8

9 I can read it, but I don t understand it. The pitch is one chain with three stumps surmounted with bails with four creases. The middle stump is in dead center of the bowling crease. The bowler s front foot must land on the popping crease. He can be stumped out if he is out of his ground. Sundries include byes and leg byes. Some specialist wicket keepers are all-rounders. LF and LBG bowlers specialize in the run-up, the leg break and the Googly. The two batmen face each other at opposite ends of the pitch. The bowler throws to the batman, who tries to prevent it from hitting the wicket by striking it with his bat. The batman is dismissed if the bowler hits the wicket, or if the batman strikes it and the fielder catches it. If the batman strikes the ball, the two batmen run across the pitch and switch positions. The batman risks dismissal if the fielder retrieves the ball before the batman reaches the end of the pitch. After an over, a new bowler faces the opposite wicket. The openers might hit an edge but the batman might pad away. The fielder is run out if he breaks the wicket while the batsman is out of his ground, not behind the popping crease. There can be limited overs using the Duckworth-Lewis method or a no-result. 9

10 Barriers to understanding Unfamiliar words Unfamiliar concepts Long sentences Long paragraphs Too many messages 10

11 What do good readers do? Chunks Familiar words Inferences Background knowledge The pitch is one chain with three stumps surmounted with bails with four creases. The middle stump is in dead center of the bowling crease. The bowler s front foot must land on the popping crease. He can be stumped out if he is out of his ground. Sundries include byes and leg byes. Some specialist wicket keepers are all-rounders. LF and LBG bowlers specialize in the run-up, the leg break and the Googly. The two batmen face each other at opposite ends of the pitch. The bowler throws to the batman, who tries to prevent it from hitting the wicket by striking it with his bat. The batman is dismissed if the bowler hits the wicket, or if the batman strikes it and the fielder catches it. If the batman strikes the ball, the two batmen run across the pitch and switch positions. The batman risks dismissal if the retrieves the ball before the batman reaches the end of the pitch. After an over, a new bowler faces the opposite wicket. The openers might hit an edge but the batman might pad away. The fielder is run out if he breaks the while the batman is out of his ground, not behind the popping crease. There can be limited overs using the Duckworth-Lewis method or a no-result. 11

12 Overcoming barriers to understanding Write in plain language Give a few messages at a time Target the reading level so everyone can understand Consider readers experience, culture and background knowledge 12

13 What is plain language? Before: The eagle soars above the deep chasm. His hoary head swivels laterally. Does he feign placid apathy? Does he abhor this alien invading his realm? Would he abort his flight? Would he halt it at its height? Plunge into the abyss? Drop a plumb line and seize his prey? Then wing again into the azure sky? After: The eagle flies over the canyon. His old head turns. Does he fake calm indifference? Does he hate this stranger invading his kingdom? Will he land? Or will he keep hunting and fly off into the blue sky? 13

14 Spellcheck? The son shines sew brightly on the mourning due. 14

15 Simplify Before: It has come to our attention that it will be necessary for you to provide further documentation verifying your residency. After: Please send proof that you live in [State]. 15

16 Five steps to plain language 1. Identify purpose, audience and key messages 2. Arrange key messages in order of importance 3. Write in plain language 4. Add organizational aids 5. Design the format 16

17 1. Identify purpose, audience and key messages What is the goal? Who are the readers? What are the main points? 17

18 Purpose: What is the goal? Inform Describe Educate Instruct Explain Request Persuade 18

19 Audience: Who are the readers? Patients Physicians Experts Novices General public Specific consumers 19

20 Key messages: What are the main points? Here s what to do Here s why Here s how Here s when Here s where 20

21 2. Arrange key messages in order of importance Determine the main message Consolidate to three or four key messages Put messages in order, most to least important 21

22 3. Write in plain language Addresses the reader directly Is clear, concise and friendly Sounds conversational when read aloud 22

23 What is plain language? Active voice Friendly tone Short paragraphs Simple sentences Familiar words 23

24 Active voice Before: An order for your lab work will be placed for you at the outpatient lab. After: We will order your lab work at the outpatient lab. 24

25 Friendly tone Before: Failure to follow your prescribed exercise regimen may result in slower recovery. After: You ll feel better sooner if you do the exercises we gave you. 25

26 Short paragraphs Before: Each insurance carrier has different requirements that need to be met prior to approval for surgery. Your insurance may require additional appointments to those listed above. In addition, any one of our providers may require additional visits prior to surgery; this is to ensure you are prepared for surgery and will achieve the best possible outcome. After: Your insurance may require more appointments before they approve your surgery. Our doctor may also want to see you before surgery. We want you to be ready and have the best results. 26

27 Simple sentences Before: To carry on this work satisfactorily, it is important that we have your complete cooperation with this office. After: We need your cooperation. 27

28 Familiar words: Teach vocabulary! Before: Reduce your sodium intake to manage hypertension. After: Cut down on salt to lower your blood pressure. Cut down on salt if you have hypertension (high blood pressure). 28

29 Huh? I am going to loop him in and circle back because I will be out of pocket tomorrow and we ll need to take it offline moving forward. 29

30 Instructions 30

31 Brief introduction We may be able to help you pay your medical bills. Here s how to find out if you qualify for help: 31

32 Put the instructions into steps Brief Clear One step at a time Beginning with an action verb In the order that they must occur 1. Complete the application. 2. Sign the application. 3. Get the proofs marked X for each household member who is 18 years old or older: Last year s W2 and tax return All pages of your last two checking or savings bank statements Pay stubs for 3 months Other: 4. Mail the application and proofs to us in the envelope that came with this letter. 5. Call us if you cannot send the information by. 32

33 4. Add organizational aids Descriptive titles Greetings and closings Headings Q/A format Organized in sections Limited number of messages Key messages first Bold Bullets or numbers 33

34 Titles and headings Title Case Can Be Hard To Read Sentence case is easier to read 34

35 Bold Avoid using extended lines of bold even in lower case. Bold print tires the eyes. It is harder to read. And too much bold causes it to lose its impact and effect. 35

36 All caps DO NOT USE ALL CAPITAL LETTERS. THEY RUN TOGETHER AND ARE HARD TO READ AND LOOK LIKE YOU ARE SHOUTING. BOLD ALL CAPS ARE EVEN LOUDER! 36

37 Italics Italics are also harder to read. They look too wavy for many people and cause the eye to tire. Bold italics are even harder to read. Italics also lose their impact when used extensively. 37

38 Like pepper It s best to use bold and italics only occasionally, for headings, emphasis or to call out a date or telephone number. 38

39 5. Design the format for readability Font Text size White space Line length Images 39

40 Why is plain language important? Because our audiences include: The newly insured People new to the culture of health care The elderly New English speakers People with limited education People with limited literacy People with vision problems People with cognitive disabilities Busy people 40

41 Why is plain language important? Because we want to: Communicate Lower barriers Help readers understand Teach needed vocabulary Be clear Be cost effective Raise health literacy 41

42 Why is it important? Because we care 42

43 Huh? It is important for inpatients to understand that they are at greater risk of falling while at the rehabilitation center. It is to the inpatients advantage to become familiar with the means of prevention in place to lower the risk of such falls occurring, and to lessen the likelihood of subsequent injuries for the duration of the inpatient s stay. The reasons a patients is most likely to fall during his or her stay at the center are many. First, the patient has had a major medical event that altered his or her physical abilities, and the person may as a result feel weakened or be experiencing poor balance. Moreover, the circumstance of being in a new environment may contribute to the increased likelihood of a fall. Additional medications may have been prescribed to the patient, and the patient may be unused to them or may become dizzy or unsteady because of the effects of the medications. The patient may have memory problems and may forget that they are currently experiencing difficulty moving around. The patient may be attached to various tubes or medical devices that keep him or her pinioned to the bed and unable to move around on his or her own. The patient s risk of falling is greater during his or her first few days as an inpatient in the rehabilitation center. However, there are certain steps that staff members at the center take to reduce the chance of an inpatient falling while at the rehabilitation center. The staff has undergone specialized training to increase the safety of the inpatients. Regular rounds are undertaken by staff to ascertain the safety and comfort of the inpatients. Finally, various safety devices such as special beds or special wheelchair restraining straps may be utilized by the staff to assist in the protection of the inpatient from injury related to a fall. Protecting inpatients from injury due to a fall is considered the duty of the rehabilitation center staff. 43

44 Oh! We want you to be safe with us! Your risk of falling is greater your first few days here. Here s what you should know: Why is there a risk of falling? You just had a major medical event and may feel weak or off balance. You re in a new place and may be taking new medications that make you dizzy. You may have tubes or machines that keep you from moving. You may forget that you can t move around easily yet. What do we do to keep you safe? We have special training to help keep you safe. We check on you to make sure you re comfortable and safe. We have special beds or wheelchair seatbelts for your use. We will help protect you from hurting yourself in a fall. 44

45 The road to our messages 45

46 Look before you leap Potential consequences of a plan or decision one cannot reverse should be heeded prior to the time an action is effectuated. New York Times Crossword Puzzle May 13,

47 And finally Perfection is achieved not when there is nothing more to add, but when there is nothing left to take away. Antoine de Saint-Exupery 47

48 The end. 48