1. Creating Welcoming Places

2. 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?

3. 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.

4. 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.

5. 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.

6. 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: ter/wordiness

7. 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: 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

8. 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 racy%20Alberta_Opening%20Doors.pdf

9. 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 nts/Literacy%20Alberta_Opening%20Doors.pdf

10. 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 uments/Literacy%20Alberta_Opening%20Doors.pdf

11. 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: content/uploads/2013/08/8- Teach_Back_ pdf

12. Help people find information easily
This
Not this

13. 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

14. 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 presence/writing-for-the-web/plain-language-guide

15. 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 ca/web-presence/writing-for-the-web/plain-language- guide
After slash and burn
This module introduces Design Research.

16. References
Government of BC, Plain Language Guide ca/web-presence/writing-for-the-web/plain-language- guide
Opening Doors: A Literacy Audit Tool Kit for Customer Service Excellence ments/Literacy%20Alberta_Opening%20Doors.pdf

17. Additional Resources
Community Resource Centre, Sunshine Coast. Contact: Christabelle Kux-Kardos
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

18. For further information, contact:
Sandy Middleton Literacy Outreach Coordinator Sunshine Coast Literacy Coalition sunshinecoastliteracy.org