plain language is accessibility for content
TRANSCRIPT
Plain language:accessibility for information
Whitney QuesenberyWQusability.com | Center for Civic DesignTwitter: @whitneyq | @civicdesign | @awebforeveryone
Many barriers to cognitive accessibility are the same as usability problems for general audience…but more severe.
- Clayton Lewis
Invited talk to the 508 Refresh Committee (TEITAC)
What is plain language?Information in plain language helps people
find what they need understand what they find and use it to participate in
elections
Plain language speaks to the readers, using words they understand.
Plain language helps... People who don't read English
well People with cognitive disabilities People who with low literacy
Plain language is also easier to translate.
44% of Americans read at basic or below-basic level.
National Assessment of Adult Literacy
People read with different levels of literacy
Below basic – only the most simple and concrete reading skills
Basic – able to manage everyday tasks
Intermediate – moderately challenging activities like consulting reference material
Proficient – interpreting text, comparing viewpointsU.S. National Assessment of Adult Literacy http://nces.ed.gov/naal/kf_demographics.asp
Why plain language?
People need plain language because...
They read with different degrees of literacy.
They do not always read carefully.
They have a cognitive, language, or learning disability.
Visual disabilities can affect reading.
They may not know (or read) the language well
Plain language supports the right to understand
Sandra Fisher-Martins “The Right to Understand”at TEDx O’Porto -www.youtube.com/watch?v=tP2y0vU7EG8 Transcript: http://rosenfeldmedia.com/a-web-for-everyone/plain-language-accessibility-for-information/
People with cognitive disabililities benefit from plain language
Cognitive disabilities may affect a person’s ability to process information: • Remember and recall• Read information• Process information• Make choices
Many barriers to cognitive accessibility are the same as usability problems for general audience…but more severe.
- Clayton Lewis
Washington State Confirmation Letter
Washington State Department of Labor and IndustriesRevised Confirmation Letters, ClearMark winner, 2010
Unum – How to File a Disabilty Claim ClearMark award winner, 2012
Centers for Medicare and Medicaid Services
Center for Civic Design with the Minnesota Secretary of State, 2009slideshare.net/whitneyq/minnesota- absentee-clarity2010
How do you make information clear?
5 guidelines• Write for your audience• Organize information logically• Write for action• Short words, sentences,
paragraphs• Design for reading
Attention Customers: Vegetation Management Work
In accordance with Section 14:5-9.67 of the New Jersey Administrative Code, this notice is to advise you of planned vegetation management activity on transmission rights-of-way in your area. If there is work to be performed on your property, a representative authorized by Jersey Central Power & Light will notify you of the necessary work.
Our qualified tree contractor(s) will be sent out to maintain the vegetation. This work is necessary to enhance reliable electric service. All our methods and applications are approved, consistent with industry standards, environmentally sound, and performed in accordance with New Jersey Board of Public Utilities' regulatoins referenced above.
1. Write for the audience
Speak to themin their wordsabout their tasks
Use simple, everyday wordsDescription Of ServiceThe Site is an online community which enables photographers and graphic artists to post photographs and images, share comments, opinions and ideas, promote their work, participate in contests and promotions, and access and/or purchase services from time to time made available on the Site (“Services”). Services include, but are not limited to, any service and/or content 500px makes available to or performs for you, as well as the offering of any materials displayed, transmitted or performed on the Site or through the Services. Content (“Content”) includes, but is not limited to text, user comments, messages, information, data, graphics, news articles, photographs, images, illustrations, and software.
Your access to and use of the Site may be interrupted from time to time as a result of equipment malfunction, updating, maintenance or repair of the Site or any other reason within or outside the control of 500px. 500px reserves the right to suspend or discontinue the availability of the Site and/or any Service and/or remove any Content at any time at its sole discretion and without prior notice. 500px may also impose limits on certain features and Services or restrict your access to parts of or all of the Site and the Services without notice or liability. The Site should not be used or relied upon for storage of your photographs and images and you are directed to retain your own copies of all Content posted on the Site.
Be consistent: Leap and land on the same word
Write directly to the readers
Vote Early – The Registrar of Voters office is open as a polling place for the November 5, 2013 Election, beginning on Monday, October 7, 2013 through Tuesday, November 5, 2013. You may vote a vote-by-mail ballot at the Registrar of Voters office.
Vote early in person You may vote early at Registrar of Voters office, or at the voting centers listed on page 5.
October 7 through November 5 Monday – Friday, 8am to 5pm Registrar of Voters4321 Franklin Avenue .
... Even when the reader is a only indirectly "you"
§ 408.315. Who may sign your application?(a) When you must sign. If you are mentally competent, and physically able to do so, you must sign your own application.(b) When someone else may sign for you. (1) If you are mentally incompetent, or physically unable to sign, your application may be signed by a court-appointed representative or a person who is responsible for your care, including a relative. If you are in the care of an institution, the manager or principal officer of the institution may sign your application.(2) If it is necessary to protect you from losing benefits and there is good cause why you could not sign the application, we may accept an application signed by someone other than you or a person described in paragraph (b)(1) of this section.
2. Organize information logically
In the right orderWhen needed (not before)
Get ready:Establish context and requirements
The page says:Online Registration RenewalA simple 4-step process.1. Enter vehicle registration2. Enter owner information3. Pay fees4. Provide feedback (optional)
Make sure you have the following ready:• Your registration renewal form• Your Social Security Number (SSN)• Your Insurance Identification Card• A valid credit card
4 images show cards for Visa, Mastercard, American Express, Discover
Identify the number of steps or process
Tell people what they will need
Table of contentsProvide a roadmap
Let readers know what to expect.
Show how information is organized.
Organize information by activity or task
All of the information for one topic on one page
Only one topic per page
First things firstPut instructions in the right order Draw a triangle on top of an upside
down “T” Did you draw a pine tree or a wine
glass?
First things firstPut instructions in the right order Draw a triangle on top of an upside
down “T” Did you draw a pine tree or a wine
glass?
3. Write for action
Active verbsPositive
messages
Write headings as questions or active instructions
Heading Style
Example Why it works
Question What is the last day to request a vote-by-mail-ballot?
Suggests a question that voters ask
Quasi-Question
How to request a vote-by-mail ballot
Suggests what the question the text will answer
Instruction Request a vote-by-mail ballot by October 29
Provides the answer to an implicit question
Write with active verbs
Be positive How much are the annual tuition fees at this university?
A typical three-year degree at £3,000 a year adds up to to £9,000 – a hefty sum that doesn’t include living costs....
The fees at the Open University are one third of the tpical costs at other univerisities (on average to £3,046 compared with £9,000...
Universities will be able to charge up to £3,000 for annual tuition fees and the government is predicting that average levels of student debt will be around £15,000 for those entering higher education next year...
Make it easy to compare things with a clear information structure
"Simpler. Takes time to read.""Clear headings. More space. Less of a pitch and more facts."
"I just want to focus on the priorities, not so much about who they are."
"Less words, more info per page."
"Good layout vs. blocks of text."
"Easy to read. Names and information are separated so you can read each one."
4. Keep the text as short as
possibleShort wordsShort sentencesShort paragraphs
Use summaries for key points
This example is from http://www.cancer.gov/cancertopics/factsheet/Sites-Types/bone
How to vote
(1) Mark only with a writing instrument provided by the board of elections. (2) To vote for a candidate whose name is printed on this ballot fill in the (insert oval or square, as applicable) above or next to the name of the candidate.(3) To vote for a person whose name is not printed on this ballot write or stamp his or her name in the space labeled “write-in” that appears (insert at the bottom of the column, the end of the row or at the bottom of the candidate names, as applicable) for such office (and, if required by the voting system in use at such election, the instructions shall also include “and fill in the (insert oval or square, as applicable) corresponding with the write-in space in which you have written in a name”).(4) To vote yes or no on a proposal, if any, that appears on the (indicate where on the ballot the proposal may appear) fill in the (insert oval or square, as applicable) that corresponds to your vote.(5) Any other mark or writing, or any erasure made on this ballot outside the voting squares or blank spaces provided for voting will void this entire ballot.(6) Do not overvote. If you select a greater number of candidates than there are vacancies to be filled, your ballot will be void for that public office, party position or proposal.(7) If you tear, or deface, or wrongly mark this ballot, return it and obtain another. Do not attempt to correct mistakes on the ballot by making erasures or cross outs. Erasures or cross outs may invalidate all or part of your ballot. Prior to submitting your ballot, if you make a mistake in completing the ballot or wish to change your ballot choices, you may obtain and complete a new ballot. You have a right to a replacement ballot upon return of the original ballot.(8) After completing your ballot, insert it into the ballot scanner and wait for the notice that your ballot has been successfully scanned. If no such notice appears, seek the assistance of an election inspector.
How to vote (another try)
Instructions
Mark the oval to the left of the name of your choice.
To vote for a candidate whose name is not printed on the ballot, print the nameclearly in the box labeled 'write-in', staying within the box.
Do not make any marks outside the spaces provided for voting. If you do, your ballot may not count.
The number of choices is listed for each contest. Do not mark the ballot for more candidates than allowed. If you do, your vote in that contest will not count.
If you make a mistake, or want to change your vote, ask a poll worker for a new ballot.
5. Design forreadingLists and tablesInfo designClear fonts
Design for reading patterns
Let lists be lists Good information design supports good accessibility
The most important information in this email is buried in a massive, parenthetical sentence.
Hello. From time to time we update our agreement governing the use of Square's payment processing services, Square Reader, and Square Register. We're writing to inform you of a few changes recently incorporated into this agreement. Click here to read the updated Seller Agreement. The vast majority of changes result from either reorganization, clarification of language, the deletion of duplicative text, or other aesthetic changes, although there are a few substantive modifications. (See, for example, Section 6 [Your Square Account], Section 7 [Our Role], Section 12 [Applicable Network Rules], Section 15(a) [Access to Square Account Funds], Section 15(b) [Right to Setoff], Section 16 [Payout Schedule], Section 24 [Taxes], Section 36 [Disclosures and Notices], Section 47 [Representation and Warranties], and Section 49b [Third Party Products].)
The updated agreement will take effect on June 9, 2013. If you continue to use our services after June 9, 2013, you agree to the terms of the new agreement. You will be able to access the previous version of the agreement for the next thirty days.
Thanks,The Square Teamsquareup.com
Email from square.com and link to https://squareup.com/legal/seller-agreement
Use typograpyDo Have enough space between lines Make the font big enough (12pts +)Don't Use centered text (even on
headings) Use all capital letters
Pick one sans-serif font and use it consistently
Helvetica: Official Voter Guide
Arial: Official Voter Guide
Univers: Official Voter Guide Verdana: Official Voter Guide ClearView: Official Voter Guide
http://www.terminaldesign.com/fonts/clearviewada-complete-family/
Plain language is a processPut it all together
Organize information in layers:
Bite - Snack - Meal
The official term is "progressive disclosure"
Starts with a "bite" Active headings Lists "If" options before
"then" actions Links to action in each
section
Design to Read: Guidelines for People Who Do Not Read Easilyhttp://uxpamagazine.org/people_who_do_not_read_easily/
This page has been replaced with:https://www.gov.uk/carers-allowance/eligibility
Use design
Visual separation of different information Headings and bullets Typography: large enough text, color, white space Organized for action
Myths that hold us back
Myth:“My audience doesn’t need plain language”
Teens Write simply, using
words that are common to your readers’ vocabulary
Be concise and get to the point
Make the content apply to personal and cultural experiences
Older adults Use words that most
older adults know Write in plain
language with short, simple and straightforward sentences
Low literacy Put the most important
information first Write text with a simple
sentence structure Keep pages, paragraphs,
sentences short
Teenagers on the Web www.nngroup.com/reports/teens/Designing Web Sites for Older Adults, http://www.redish.net/articles-slides/articles-slides-older-adults Work with low literacy web users www.stc.org/intercom/pdfs/2004/200406_19-23.pdf
But compare these guidelines for different audiences
Myth: “People can’t tell the difference”
No preference
Plain language version
Traditional version
0 10 20 30 40 50 60 70 80 90
9
82
9
Preference for style of instructions(% of participants)
Report of Findings: Use of Language in Ballot Instructions, NIST IR 7556
Myth:My information can’t be expressed in plain language
Information can be
technically accurate,interesting and well writtenappropriate to the audience
and alsoclear and understandable
Plain language takes teamwork (and testing)
Photos, Jenny Greeve, Accessible Voting Technology Initiative
People can read, understand, and use the information• Write for your audience.• Follow plain language guidelines for writing content.• Write sentences and paragraphs for easy scanning.• Support users through their tasks.• Structure the whole page for scanning and
comprehension.• Write helpful links.• Use language your audience is familiar with, or provide
definitions.• Provide plain language summaries of complex content.• Don’t rely on readability formulas.• Usability test your content.
Accessible UX Guidelines and a cross-reference to WCAG 2.0 http://rosenfeldmedia.com/books/a-web-for-everyone/resources/
Accessible UX content guidelines for Plain language: creates a converation
Plain language resourcesFederal Plain Language Guidelineshttp://www.plainlanguage.gov/
SEC Plain Language Handbookhttp://www.sec.gov/pdf/handbook.pdf
How to write clearly – European Commissionhttp://ec.europa.eu/translation/writing/clear_writing/how_to_write_clearly_en.pdf
LinkedIn Grouphttp://www.linkedin.com/groups/Plain-Language-Advocates-158634?trk=myg_ugrp_ovr
Letting Go of the Words by Janice (Ginny) Redish
