Creating Welcoming Places

Literacy is a two-way street What matters is not just how well a person can read what you write and understand what you say. It also matters how clearly you write it and say it. And it matters how you say it. Are you making a connection and communicating in a caring way?

Communication is clear and caring and information is accessible In a welcoming place . . . Everyone can access the information and supports they need to participate and to achieve their goals. Communication is clear and caring and information is accessible Printed materials are in clear language. Face-to-face communication is clear, caring and easily understood. Front-line staff are friendly and helpful. Services are confidential.

Use clear written language Know your audience. Organize information with the most important points first. Break complex information into understandable chunks. Include lists and tables to simplify complex material and use white space freely. Use common, everyday words. Define technical terms.

More clear language tips Use the active voice. Use personal pronouns such as “you” and “we” that speak directly to the reader. Use the simplest tense possible, usually the present tense. Use the strongest, most direct verb possible.

Clear language example Before When the process of freeing a vehicle that has been stuck results in ruts or holes, the operator will fill the rut or hole created by such activity before removing the vehicle from the immediate area. After If you make a hole while freeing a stuck vehicle, you must fill the hole before you drive away. Source:http://www.plainlanguage.gov/examples/before_af ter/wordiness

Uncover hidden verbs Before: The production of accurate statistics is important for the committee in the assessment of our homelessness policy. After: Producing accurate statistics is important to the committee in assessing our policy on homelessness. Source:http://www.plainlanguage.gov/howto/wordsugge stions/hiddenverbs.cfm A hidden verb is a verb changed into a noun. It often needs an extra verb to make sense, for example: Present a report Report Came to the conclusion Concluded Do an assessment Assess Provide assistance Help Make a purchase Purchase Make a decision Decide Make an application Apply Give approval Approve

Evaluate front-line service How clear are the signs, symbols and displays that you use? How easy to read are your print- based materials? What organizational jargon could be a barrier to understanding your services? Do clients and customers need to fill out a form to use your services? How easy is the form to use? Do you provide friendly, helpful, confidential assistance? Source: Opening Doors: A Literacy Audit Tool Kit for Customer Service Excellence, Literacy Alberta http://www.advancingworkplacelearning.ca/_files/documents/Lite racy%20Alberta_Opening%20Doors.pdf

Face-to-face communication Use consistent key words and messages in print and face-to- face. Include no more than three to five main ideas in a message. Pause to allow listener to process the information. Repeat most important information at the beginning and end. Deliver instructions in time- order. Use a friendly and caring tone. Source: Opening Doors: A Literacy Audit Tool Kit for Customer Service Excellence, Literacy Alberta http://www.advancingworkplacelearning.ca/_files/docume nts/Literacy%20Alberta_Opening%20Doors.pdf

Face-to-face communication Remember that face-to-face communication is not just verbal. Non-verbal communication, such as your tone of voice and body language, are also important. Use gestures to illustrate main ideas. Face the listener. Project an unhurried image. Verbally go over printed material and use a highlighter for key points. Be prepared to repeat what you say using different vocabulary. Use respectful lead-ins to offer assistance with reading and writing. Source: Opening Doors: A Literacy Audit Tool Kit for Customer Service Excellence, Literacy Alberta http://www.advancingworkplacelearning.ca/_files/doc uments/Literacy%20Alberta_Opening%20Doors.pdf

Teach-Back Used in the health care system. Patients are asked to explain in their own words what they need to know or do. A way to check for understanding. Teach-Back Guide: http://www.centrecmi.ca/wp- content/uploads/2013/08/8- Teach_Back_2014-03-02.pdf

Help people find information easily This Not this

Make the web a welcoming place Plain language is content that has everything your readers need, and nothing they don’t. And nothing they don’t. Source: BC Government’s Plain Language Guide

Tips for the web Slash and burn unnecessary words, cut jargon, and think about what the audience needs. Provide meaningful links that clearly explain what will happen when a reader clicks. Use html pages instead of pdf’s because pdf’s require additional applications to view content. Write for devices. Write less and aim for brevity and simplicity. Source: Government of BC, Plain Language Guide http://www2.gov.bc.ca/gov/content/about-gov-bc-ca/web- presence/writing-for-the-web/plain-language-guide

Slash and burn before and after Before slash and burn This module introduces a set of methods and activities that can be used to discover what your users need from your websites and online services. It is intended as an introduction into the world of design research. These methods go beyond focus groups and surveys, and can be used both internally and externally. While a wide array of staff can participate in design research, it is recommended that ministries seek guidance and support from an experienced specialist in order to get the most out of this activity. Working with an expert will help develop capacity in your ministry for ongoing design research.  Source: Government of BC, Plain Language Guide http://www2.gov.bc.ca/gov/content/about-gov-bc- ca/web-presence/writing-for-the-web/plain-language- guide After slash and burn This module introduces Design Research.

References Government of BC, Plain Language Guide http://www2.gov.bc.ca/gov/content/about-gov-bc- ca/web-presence/writing-for-the-web/plain-language- guide Opening Doors: A Literacy Audit Tool Kit for Customer Service Excellence http://www.advancingworkplacelearning.ca/_files/docu ments/Literacy%20Alberta_Opening%20Doors.pdf

Additional Resources Community Resource Centre, Sunshine Coast. Contact: Christabelle Kux-Kardos http://resourcecentre.ca/ Clear Language Guide for the Construction Industry hammondassociatesinc.com/pdfs/CLG-Construction-web.pdf Making It Clear: A Clear Language and Design Checklist en.copian.ca/library/learning/clc/checklist/checklist.pdf The Plain Train lisibilite.net/PlainTrain/ Plain Language (US) plainlanguage.gov

For further information, contact: Sandy Middleton Literacy Outreach Coordinator Sunshine Coast Literacy Coalition 604-885-9310 info@sunshinecoastliteracy.org sunshinecoastliteracy.org