Overview
Content on state websites should be written in a way that is clear, concise, and well-organized. Using plain language allows readers to better understand important information and services.
When we choose words that people understand, we enhance the user experience, foster trust, and increase engagement with the communities we serve. This helps readers better understand our documents, leading to fewer calls for explanations, fewer errors, and quicker compliance with requirements.
When we avoid using jargon and overly complex language, we create a more accessible and inclusive environment where everyone feels welcome to engage with our services.
Everyone benefits from plain language.
How To
Government, legal, and business jargon can be vague or unfamiliar to users, leading to misinterpretation. When we rely on complex terms or figurative language, we risk confusing our audience. For example, instead of using phrases like "one-stop-shop," it’s more effective to describe what services you offer. Use simple words rather than formal or complex ones.
This approach helps our audience quickly grasp the information they need, reducing the likelihood of errors, and enhancing overall communication.
Quick Start Guide
Four Steps to Writing Plainly
- Keep it Simple: Ensure that content is concise and clear.
- Avoid Complex Words: Choose common words over unusual or complex ones.
- Write Like You Talk: Use everyday language.
- Write in Active Voice: Don’t use passive voice in your writing.
Tips for Writing in Plain Language
- Know Your Audience: Always keep your readers in mind. Tailor the content to your users' needs.
- Use “You”: Speak directly to the reader.
- Organize Content: Use headings, bullet points, and adequate white space to make information easy to navigate.
- Choose Familiar Words: Avoid jargon and define legal terms or acronyms.
- Keep Sentences Short: Aim for clarity with shorter sentences and paragraphs.
- Use Descriptive Links: Avoid “click here” for hyperlinks; use specific phrases.
- Facilitate Scanning: Ensure that readers can easily scan information to find what they need.
- Avoid Figurative Language: Stick to literal expressions.
Readability
You should always customize content to meet your audience’s needs, but for public websites, aim for a reading level no higher than 8th grade.
More tips from the New York State Office of Language Access
The Office of Language Access, Language Access for Frontline Staff, e-learning course (2023). New York State Office of Employee Relations.
Examples
Acronyms
Acronyms are a type of abbreviation often used to simplify long names or phrases.
When writing in plain language, try to avoid using acronyms. If you need to use an acronym, spell out the full phrase the first time you reference it, followed by the acronym in parentheses.
- The New York State Department of Labor (DOL) offers information on workforce development and job training. The DOL also provides unemployment insurance and helps connect job seekers with employers.
- The New York State Office of Children and Family Services (OCFS) provides services to promote the safety and well-being of children and families. OCFS manages foster care and adoption programs throughout the state.
- The New York State Division of Homeland Security and Emergency Services (DHSES) is responsible for coordinating emergency response efforts. DHSES also provides resources and training for local emergency responders.
If an acronym is more recognizable than its full spelling, it is acceptable to use at the writer’s discretion.
Organizations can also be referred to by a shortened name on the second reference instead of an acronym. For example, you can use Labor instead of Department of Labor.
Active Voice vs Passive Voice
Use active voice. Active voice focuses on the subject doing the action. Passive voice emphasizes the action or the object.
Active: The Department of Health promotes public health initiatives.
Passive: Public health initiatives are promoted by the Department of Health.
Active: Residents can access online services through our website.
Passive: Online services can be accessed by residents through our website.
Active: We provide assistance to all eligible New York State residents.
Passive: Assistance is provided to all eligible New York State residents.
Plain Language with Improved Content Structure
The first example below is the original copy. The second example is rewritten in plain language with an improved content structure.
Before:
The New York State Department of Transportation, which is responsible for maintaining the safety and efficiency of the transportation system, conducts regular inspections, implements infrastructure improvement projects, and promotes public awareness campaigns to educate citizens about safe travel practices.
After:
The New York State Department of Transportation works to keep our roads safe and efficient by:
- Inspecting transportation systems
- Implementing infrastructure improvement projects
- Promoting safety campaigns
Using Plain vs Complex Language
Plain language uses clear and simple words that everyone can understand. Complex language uses advanced vocabulary and intricate structures, which can be harder for a general audience to grasp.
Speak in Simple Sentences
- Complex Language: Due to the recent changes in environmental policy, residents are encouraged to participate in community meetings to discuss the implications for local wildlife conservation efforts.
- Plain Language: Residents can join our community meetings to learn about the new rules for protecting local wildlife.
Provide Simple Explanations
- Complex Language: The process for applying for a small business grant involves submitting a detailed proposal that outlines your business plan, financial projections, and how the funding will contribute to economic development in your community.
- Plain Language: To apply for a small business grant, submit a plan that explains how the funding will help your community.
List Steps in Order
- Complex Language: To apply for a driver’s license in New York State, first gather the required documents, then complete the application form online or in person, followed by paying the applicable fees, and finally schedule and take the vision and written tests.
- Plain Language: To get a driver’s license in New York, follow these steps:
1. Gather your documents.
2. Fill out the application.
3. Pay the fees.
4. Schedule and take the vision and written tests.
Talk in Active Voice
- Complex Language: The New York State Department of Health actively promotes public health initiatives to encourage residents to adopt healthier lifestyles and reduce the risk of chronic diseases.
- Plain Language: The New York State Department of Health helps people live healthier lives by promoting programs that lower the risk of chronic diseases.
Avoid Acronyms
- Complex Language: The HEAP program can assist eligible individuals to heat and cool their homes.
- Plain Language: The Home Energy Assistance Program (HEAP) can help eligible New Yorkers heat and cool their homes.
Resources
- Plainlanguage.gov - A federal resource for plain language
- Words to Avoid - By 18F, a federal technology and design consultancy
- Shorter, Simpler Words - By the King County, WA, Design & Civic Engagement team
- Content Readability Test - By Juicy Studio - analyzes the readability of web content