When someone visits a government website, opens a letter, or fills out a form, they’re often doing so because they need something important like assistance, documentation, or a next step. What they read should help them move forward, not slow them down and plain language makes that possible.
Plain language is more than simplifying words or cutting jargon. It means writing in a way that people can understand the first time they read it. That includes being clear about what the reader needs to know, what action they need to take, and what will happen next. It is respectful. It is efficient. It is one of the most important tools in creating a better experience for the public.
In New York State, plain language isn’t just a recommendation—it’s the standard. In 2023, Governor Kathy Hochul signed legislation into law requiring all ballot language to be written at or below an 8th grade reading level. The state’s Digital First Standards, launched in early 2025 by the New York State Digital Service, reinforce the same principle: content should be written for real users, the average of which read at about an 8th grade level.
Plain language reduces errors, shortens processing times, and cuts down on help desk calls. It also prevents missed deadlines, late submissions, and incorrect responses. It saves time not only for the public, but for the teams who support them.
Knowing when to apply plain language principles is simple: whenever you are communicating with the public. That includes webpages, confirmation emails, application instructions, renewal notices, appeal letters, and even automated text messages. Every message is a chance to make something easier. Every sentence is an opportunity to remove a barrier.
Consider the following sentence:
“In the event that the required documentation is not received by the aforementioned deadline, your application shall be subject to automatic denial pursuant to Section 4.3 of the Program Guidelines.”
This version may be accurate, but it is not written for someone who is trying to understand what to do and when.
A plain language rewrite could look like this:
“To keep your application moving, please send your documents by August 15. If we have not received the documents by this date, we won’t be able to approve your application.”
Same message and the same deadline, but now it’s clear what’s needed, when it’s due, and what the consequence will be. The tone is direct, helpful, and free of unnecessary complexity.
Plain language is a service standard that shows respect for the reader’s time, attention, and need, while building trust. It ensures that critical information does what it is supposed to do, and when our words become easier to understand, our services become easier to use.