Plain Language Law: Countdown to Organizational Change Melodee Mercer Veterans Benefits Administration

If you are determined to have a disability… Veterans Benefits Administration

If we determine that you have a disability…

Changing a Bureaucracy Top 10 Changing a Bureaucracy Top 10

10 It’s an evolution, not a revolution

Look at the history of writing programs in your agency 9

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, Look at the history of writing programs in your agency

Plain Letters – 1955 Feelings – 1978 Just Plain English – 1985 Writing for Real People – 1991 Reader-Focused Writing Initiative Look at the history of writing programs in your agency 9

8 Make managers the customer

7 Pick a starting point that will have the most impact

Regulation writing Tier 3 Collaborativ e writing Tier 2 RFW Tools Letter Writing Tier 1 Orientation 4a Forms design 4b Reference writing Briefing paper Congressional Management briefing

6 Large organizations should pilot in small sections

CIRCE Evaluation of letter Criteria 25 Pre-training Letters Post-training Letters Criteria

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

VA: Service Connected Disability Injured while on duty (but, not on leave) Injured while on duty (but, not on leave) Injured while in the service anytime Injured while in the service anytime Injured on any job Injured on any job

VA: Service Connected Disability Injured while on duty (but, not on leave) Injured while on duty (but, not on leave) Injured while in the service anytime Injured while in the service anytime Injured on any job Injured on any job

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)

2 Recognize that poor writing is copied throughout your organization

Regulation Manual Letters

Regulation Regulation Manual Letters

1 Bring all of the key players in the room together

Trained over 7200 employees Trained over 7200 employees Teach classes in letter writing, collaborative writing, regulation writing, white papers, and Congressional responses Teach classes in letter writing, collaborative writing, regulation writing, white papers, and Congressional responses Briefed Managers Briefed Managers Updated the correspondence manual to reflect RFW principles Updated the correspondence manual to reflect RFW principles Regulation Rewrite Project Regulation Rewrite Project In many offices, it continued without high level advocacy In many offices, it continued without high level advocacy VBA Insurance won a 2011 ClearMark Category Award for best revised document in the public sector VBA Insurance won a 2011 ClearMark Category Award for best revised document in the public sector So, how has it worked?

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