Plain languageAccessibility for content

Whitney Quesenbery@civicdesign | @whitneyq

Plain language means users can

find what they needunderstand what they finduse the information

to meet their goals

This definition was written by Ginny Redish and is used by the Center for Plain Language

Plain language = a11y

= usability

= user experience

for information

Plain information is important because people...

have different degrees of literacy

do not always read carefully.

may have a cognitive disability

or a visual disability that can affect reading.

may not know (or read) the language well

43% of Americans have a reading disability

Below basic

30 million

14%

Basic

63 million

29%

Intermediate

95 million

44%

Proficient

28 million

13%

U.S. National Assessment of Adult Literacy http://nces.ed.gov/naal/kf_demographics.asp

Even skilled readers may be

rushed

distracted

tired

stressed

inexperienced

confused

We understand the problem

too much text ignored or skipped

hidden steps miss important actions

jargon and unfamiliar words misinterpret meaning

instructions in the wrong place make mistakes

passive voice (ambiguity) guess what to do

When voters can't understand the

ballot, forms, and voter guides

they think that elections are

difficult, confusing, and complicated.

There's a lot of forces behind difficult-to-read information

We've always done it like that!

The curse of completeness.

It's legal. It's supposed to sound like that.

My audience or content is special.

They can't tell the difference.

Myth: “My audience is special”

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

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

We know how to fix that

Accessible UX Principle: Plain Language

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/

1. Write for the

audience

Speak to them

in their words

about their tasks

Elections (and government) are full of jargon

• absentee ballot

• canvassing board

• contests

• legislation

• primary electon

• provisional ballot

• remedial

• unaffilated

• early voting

• rebuttal

• redistricting

• polls

• change parties

• endorsement

• split your vote

• affiliate

Even simple election words can be confusing

Vote by mail

Early voting

Vote at the polls

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.

Use plain language summaries for complex content or to communicate key points

Leap and land on the same wordGive links good “scent of information”

HT: Caroline Jarrett

The text in the image says:

Living with MS. Whether you just received a diagnosis of MS or have been living with it for a long time—this section is filled with information and tips on how to maintain your quality of life in the years ahead. Read about strategies to enhance your health and wellness, maximize your productivity and independence, and deal with emotional, social, and vocational challenges.

Speak directly to the reader

nationalmssociety.org

Write for action

Answer questions

Write with active verbs

Voters ask questions in their own ways

What's on the ballot?

Who do I support or vote for?

Who is running?

Who will I be voting for?

Who are the candidates?

Who supports the candidates?

What are the candidates’ positions on [specific issue]?

What are the ballot measures?

What are the pros and cons for the measures?

Does this measure mean a tax increases?

How does the official guide compare to the TV ads?

Who is in office right now?

Use active voice

Tell voters what to do rather than what not to do

Before

If that oval is not marked, your vote cannot be counted.

After

You must fill in the oval for your vote to count

Put the person doing the action before the verb

Before

Moving ahead is accomplished by touching the word Next

After

To go forward in the ballot, touch Next

Be positive

How much are the annual tuition fees at this university?

Based on what they read, they gave the wrong answer, thinking this university is more expensive, not less.

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.......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...

Can users interpret and act on the information?

http://www.yourdiseaserisk.wustl.edu/hccpquiz.pl

Organize information

logically

Provide a roadmap

Bite, snack, meal

1 page: 1 topic

This information was invisible

Plain language is a process

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.

356 words

How to vote

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 name clearly 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.

106 words

Let's untangle this ballot instruction

NOTICEIf you tear, deface, or make a mistake and wrongfully mark any ballot,

you must return it to the election board and receive a new ballot or set of ballots. To vote for a person whose name is printed on the ballot, darken the oval at the left of the person’s name. To vote for a person whose name is not printed on

the ballot, write the person’s name in the blank space, if any is provided, and darken the oval to the left.TO VOTE, DARKEN THE OVAL NEXT TO YOUR CHOICE, LIKE THIS

NOTICEIf you tear, deface, or make a mistake and wrongfully mark any ballot,

you must return it to the election board and receive a new ballot or set of ballots. To vote for a person whose name is printed on the ballot, darken the oval at the left of the person’s name. To vote for a person whose name is not printed on the ballot, write the person’s name in the blank space, if any is provided, and darken

the oval to the left.TO VOTE, DARKEN THE OVAL NEXT TO YOUR CHOICE, LIKE THIS

1. Put the instructions in a logical order

TO VOTE, DARKEN THE OVAL NEXT TO YOUR CHOICE, LIKE THIS

To vote for a person whose name is printed on the ballot, darken the oval at the left of the person’s name.

To vote for a person whose name is not printed on the ballot, write the person’s name in the blank space, if any is provided, and darken the oval to

the left.

If you tear, deface, or make a mistake and wrongfully mark any ballot, you must return it to the election board and receive a new ballot or set of

ballots

2. Remove centering and capital letters.

To vote, darken the oval next to your choice, like this

To vote for a person whose name is printed on the ballot, darken the oval at the left of the person’s name.

To vote for a person whose name is printed on the ballot, darken the oval at the left of the person’s name. To vote for a person whose name is not printed on the ballot, write the person’s name in the blank space, if any is provided, and darken the oval to the left.

If you tear, deface, or make a mistake and wrongfully mark any ballot, you must return it to the election board and receive a new ballot or set of ballots

3. Simplify the text to use common words

To vote, fill in the oval next to your choice, like this:

To vote for a person whose name is printed on the ballot, fill in the oval at the

left of the person’s name.

To vote for a person whose name is not on the ballot, write the person’s name

in the blank space, and fill in the oval next to it.

If you make a mistake marking your ballot, return it to the election board and

receive a new ballot or set of ballots.

4. Make the text active. Keep simplifying.

To vote, fill in the oval next to your choice, like this:

To vote for a person whose name is not on the ballot, write the person’s name

in the blank space, and fill in the oval next to it.

If you make a mistake marking your ballot, ask a poll worker for a new ballot.

5. Add an illustration and a heading

To vote, fill in the oval next to your choice

To vote for a person whose name is not on the

ballot, write the name in the blank space, and fill in

the oval next to it.

If you make a mistake marking your ballot, ask a

poll worker for a new ballot.

Think about how people will read the

form, instructions, or text

Can they...

read all of the information easily?

navigate through the form to find everything they need?

identify the different sections of the ballot or form?

find, read, and follow instructions accurately?

Can they...

understand what each instruction means?

follow instructions easily?

complete the ballot without making mistakes?

respond appropriately to error messages?

Field Guides

Storytelling for User Experiencewith Kevin Brooks

Global UXwith Daniel Szuc

A Web for Everyonewith Sarah Horton

http://rosenfeldmedia.com/books/a-web-for-everyone/

Thank you.

Center for Civic Designcenterforcivicdesign.org@civicdesign

Whitney Quesenberywhitneyq@centerforcivicdesign.org@whitneyq