1. PLAIN Meeting September 14, 2011

2. AGENDA Who is Information Mapping? The Information Mapping Methodology Basic Components of the IM methodology Six Basic Principles Six Information Types New Units of Information The IM Approach

3. INFORMATION MAPPING: the company

4. Information Mapping International nv (Belgium) International Partner network Information Mapping USA (Boston) 100% Learning ServicesProfessional Services

6. © 2011 Information Mapping Inc. All Rights Reserved. Regulatory non-compliance Repeat Calls Reduced efficiency; higher costs Inconsistencies Low Productivity Low Morale Frustration !@#*&^%$! Under-used Systems or Documentation Too Many Questions Mistakes WHY PLAIN LANGUAGE?

8. OUR VISION

9. INFORMATION MAPPING: the “power” of the IM methodology

10. © 2011 Information Mapping, Inc. All Rights Reserved. before

11. © 2011 Information Mapping, Inc. All Rights Reserved. after

12. WHAT YOU SEE PRESENTATION ANALYSIS & ORGANIZATION

13. THE INFORMATION MAPPING METHOD A research-based and standard approach to Analyze Organize, and Present information… …makes information easier to write easier to read more accurate, and more to the point.

14. INFORMATION MAPPING: the method

15. IMI’S TOP DOWN APPROACH Identify audience and purpose Identify, Organize and Sequence Content Write Effective Sentences Use Plain Words

16. SIX RESEARCH-BASED PRINCIPLES CHUNKING RELEVANCE LABELING CONSISTENCY INTEGRATED GRAPHICS ACCESSIBLE DETAIL

17. We received your completed Disclosure Statement which is required by New York Regulation 60. A copy is enclosed. However, we noticed that your company checked the box on the first page, which indicates that approximations were used since we failed to provide information in the prescribed time. Your Authorization was received in Customer Service on. Your client signed the completed New York Regulation 60 Disclosure Statement on, which was the same date the client signed the New York Regulation 60 Authorization. This indicates that your agent did not wait for our company to send the existing values to you. We have always provided policy information when requested well within the designated timeframe, which would have allowed sufficient time for you to respond appropriately. Please correct and return the revised Disclosure Statement. If you have any questions, I welcome your call to my direct line, 1- 800-555-1234 Opt 3, Ext. X-XXXX. You may also contact your financial services representative,. CHUNKINGRELEVANCELABELINGCONSISTENCYINTEGRATED GRAPHICS ACCESSIBLE DETAIL

18. We received your completed Disclosure Statement which is required by New York Regulation 60. A copy is enclosed. However, we noticed that your company checked the box on the first page, which indicates that approximations were used since we failed to provide information in the prescribed time. Your Authorization was received in Customer Service on. Your client signed the completed New York Regulation 60 Disclosure Statement on, which was the same date the client signed the New York Regulation 60 Authorization. This indicates that your agent did not wait for our company to send the existing values to you. We have always provided policy information when requested well within the designated timeframe, which would have allowed sufficient time for you to respond appropriately. CHUNKINGRELEVANCELABELINGCONSISTENCYINTEGRATED GRAPHICS ACCESSIBLE DETAIL Breaking up the text makes it easier to read

19. We received your completed Disclosure Statement which is required by New York Regulation 60. A copy is enclosed. However, we noticed that your company checked the box on the first page, which indicates that approximations were used since we failed to provide information in the prescribed time. Your Authorization was received in Customer Service on. Your client signed the completed New York Regulation 60 Disclosure Statement on, which was the same date the client signed the New York Regulation 60 Authorization. This indicates that your agent did not wait for our company to send the existing values to you. We have always provided policy information when requested well within the designated timeframe, which would have allowed sufficient time for you to respond appropriately. CHUNKINGRELEVANCELABELINGCONSISTENCYINTEGRATED GRAPHICS ACCESSIBLE DETAIL Grouping related information together and removing unnecessary information improves usability

20. Receipt of Disclosure Statement We received your completed Disclosure Statement. A copy is enclosed. Use of Approximation: On the form, your company checked the box on the first page, indicating that approximations were used because we failed to provide information in the prescribed timeframe. Dates Provided: Your Authorization was received in Customer Service on. Your client signed the completed New York Regulation 60 Disclosure Statement on. Receipt of Existing Values: We regularly provides requested policy information well within the required timeframes. The dates on the disclosure statement indicates that your agent did not wait for our company to send the existing values to you. CHUNKINGRELEVANCELABELINGCONSISTENCYINTEGRATED GRAPHICS ACCESSIBLE DETAIL Labeling each relevant chunk increases accessibility and understanding

21. Receipt of Disclosure Statement We received your completed Disclosure Statement. A copy is enclosed. Use of Approximation: On the form Disclosure Statement, your company checked the box on the first page, indicating that approximations were used because we failed to provide information in the prescribed timeframe. Dates Provided: Your Authorization was received in Customer Service on. Your client signed the completed New York Regulation 60 Disclosure Statement on. Receipt of Existing Values: We regularly provides requested policy information well within the required timeframes. The dates on the disclosure statement indicates that your agent did not wait for our company to send the existing values to you. CHUNKINGRELEVANCELABELINGCONSISTENCYINTEGRATED GRAPHICS ACCESSIBLE DETAIL Using the same formats and terms eliminates speed bumps for the reader

22. CHUNKINGRELEVANCELABELINGCONSISTENCYINTEGRATED GRAPHICS ACCESSIBLE DETAIL The Disclosure Statement indicates that it was received in Quality Business on, and signed by your client on. Policy # Insured / Annuitant Date of Birth Contract State Issued by, (referred to herein as “MassMutual”) Other Company’s Policy Number Presenting information visually shows relationships and structure Bullets Tables

23. CHUNKINGRELEVANCELABELINGCONSISTENCYINTEGRATED GRAPHICS ACCESSIBLE DETAIL Using links, labels, and references makes information accessible

24. PROCEDURE PROCESS PRINCIPLE CONCEPT STRUCTURE FACT SIX INFORMATION TYPES

25. How do I change a tire? How does the engine work? Should I drive on the left or on the right in the UK? What is an airbag? What are the parts of my dashboard? What’s the maximum speed of this car? PROCEDURE PROCESS PRINCIPLE CONCEPT STRUCTURE FACT

26. BASIC UNIT OF INFORMATION....A BLOCK A manageable chunk of related information. Program components The Hearing Conservation Program consists of systematic noise-hazard evaluation noise-hazardous areas and equipment labeling requirements for hearing protection devices audiometric testing and evaluation, and employee health education, supervision, and discipline. Label Sentence(s), list, table, graphic or multimedia One main idea Separator

27. UNITS OF INFORMATION: MAPS The Hearing Conservation Program The objective of the Hearing Conservation Program is to prevent hearing loss caused by exposure to noise in the work place. The Hearing Conservation Program consists of systematic noise-hazard evaluation noise-hazardous areas and equipment labeling requirements for hearing protection devices audiometric testing and evaluation, and employee health education, supervision, and discipline. The Hearing Conservation Program applies to all staff. The following departments are responsible for implementing the Hearing Conservation Program: Medical Department Process Engineering Department Production Section Safety and Environmental Affairs Section, and Occupational Health Committee. Objective Program components Impact Responsible departments Title Block A collection of related Blocks with a title.

28. INFORMATION MAPPING: our full solutions approach

29. OUR FULL SOLUTION APPROACH ANALYZE Visualize the future state of content and create a roadmap to get there ORGANIZE Transform content into clear, usable structures and create the tools required to author consistently PRESENT Develop, edit, deploy, and manage the transformed content through its entire content lifecycle SERVICES TRAINING TECHNOLOGY SERVICES ADDITIONAL TRAINING TECHNOLOGY SUPPORT

30. ANALYZE ORGANIZE PRESENT IMI: Analysis, Organization, & Presentation IMI: Analysis & Organization Client: Presentation Client: Analysis IMI: Organization & Begin Presentation Client: Finish Presentation ANALYZE ORGANIZE PRESENT ANALYZE ORGANIZE PRESENT CUSTOMIZED APPROACH & TIMELINE FOR EACH CLIENT CLIENT ACLIENT BCLIENT C

31. THANK YOU