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F2 Writing for Residents

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Lesson 1 of 6 · Video

Who you are writing for

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2 minutes 6 seconds. Captions are on. Narrated slides. The narration is a synthesized voice; a recorded voice replaces it later.

The resident who reads your page is on a phone, in a hurry and trying to do one thing. Write for that person, in words they already use.

Notes

Step 1 of 7

Start here

Every page on a public website is read by someone who did not choose to be there. They need to pay a bill, register a child, find out why the road is closed or speak at a hearing. They want to do it and leave.

This course is about writing for that person. It is short on purpose: six lessons, each with one change you make to a page or notice of your own.

Step 2 of 7

The person reading your page

Picture the reader before you write. Most of the time they are:

  • On a phone, often outside, with a small screen and a thumb.
  • In a hurry, reading the first line or two and skipping the rest.
  • Trying to do one thing, like pay, apply, register, attend or comply.
  • New to your words. They do not know your department names, form numbers or ordinance titles.
  • Sometimes stressed. A shutoff notice, a court date or a flooded basement does not make anyone a patient reader.

Some readers use a screen reader or magnification. Some read English as a second language. Clear writing helps all of them at once.

Step 3 of 7

What plain language means

The Plain Writing Act of 2010 (Public Law 111-274) requires federal executive agencies to write new public documents in plain language. It defines plain writing as writing that is "clear, concise, well-organized" and follows the best practices for its subject and audience.

The Act does not bind towns, counties, libraries or school districts. Its definition is still the best short standard there is, and the federal guidance written to carry it out is free on Digital.gov.

The first rule in that guidance is to write for your audience. Plain does not mean childish. The guidance makes the point directly: "Only write for 8th graders if your audience is, in fact, an 8th-grade class."

Step 4 of 7

Write to one reader, as "you"

Write as if one resident asked you a question at the counter. Talk to them as "you." Call your institution "we."

  • Before: "Applicants are required to submit proof of residency."
  • After: "You must bring proof that you live in town."

The second version is shorter, and it says who does what. The federal guidance calls this the active voice: it "makes it clear who should do what."

Step 5 of 7

Use the words residents use

Residents search for "trash pickup," not "solid waste collection." They look for "building permit," not "Form CD-14." Use their words in headings and first sentences. Put your official term second, if it helps them match a form or a sign.

Ways to learn their words:

  • Read the questions people email or call in about.
  • Look at your website's search terms, if your site records them.
  • Ask the front desk what people say when they walk in.

Step 6 of 7

One page, one job

A page that tries to serve the resident, the council and the state auditor at once serves none of them. Decide which reader the page is for and what they came to do. Move the history, the mission statement and the staff biography somewhere else, or below the part people need.

Step 7 of 7

Checking reading level

Microsoft Word can show a readability score for a document, and many website editors have a similar feature. Treat the number as a hint. Long sentences and long words raise it. Short sentences, common words and lists lower it. A real resident who can use your page is the better test.

Sources

Transcript

Synthesized narration; a recorded voice replaces it later.

  1. 0:00Every page on a public website is read by someone who did not choose to be there.
  2. 0:04They need to pay a bill, register a child, find out why the road is closed or speak at a hearing.
  3. 0:10They want to do it and leave.
  4. 0:12Picture the reader before you write.
  5. 0:14Most of the time they are on a phone, in a hurry, trying to do one thing, new to your words, and sometimes stressed.
  6. 0:22Some readers use a screen reader or magnification.
  7. 0:26Some read English as a second language.
  8. 0:28Clear writing helps all of them at once.
  9. 0:31The Plain Writing Act of 2010 defines plain writing as writing that is clear, concise, well-organized, and follows the best practices for its subject and audience.
  10. 0:41It binds federal agencies, not towns, but its definition is still the best short standard there is.
  11. 0:48The first rule in the federal guidance is to write for your audience.
  12. 0:52Plain does not mean childish.
  13. 0:54Only write for 8th graders if your audience is, in fact, an 8th grade class.
  14. 1:00Write as if one resident asked you a question at the counter.
  15. 1:04Talk to them as you.
  16. 1:05Call your institution we.
  17. 1:07Before: applicants are required to submit proof of residency.
  18. 1:11After: you must bring proof that you live in town.
  19. 1:14Use the words residents use.
  20. 1:16They search for trash pickup, not solid waste collection.
  21. 1:20They look for building permit, not Form CD-14.
  22. 1:24Put your official term second, if it helps them match a form or a sign.
  23. 1:29One page, one job.
  24. 1:31A page that tries to serve the resident, the council and the state auditor at once serves none of them.
  25. 1:36Decide which reader the page is for, and what they came to do.
  26. 1:41A readability score is a hint.
  27. 1:43Long sentences and long words raise it.
  28. 1:45A real resident who can use your page is the better test.
  29. 1:49Your task.
  30. 1:50Pick one page residents use often.
  31. 1:52Write one sentence: this page is for blank, who came to blank.
  32. 1:57Read the page as that person, and mark every word they would not use.
  33. 2:01Replace three of them with the residents' words, and publish the change.

Task

Your task at your institution

Quiz

4 questions. Choose one answer for each, then check them. Each answer shows its reason.

1. Who does the Plain Writing Act of 2010 require to write in plain language?
2. A resident opens the trash pickup page. What are they most likely trying to do?
3. Does plain language mean writing for an eighth grader?
4. Which sentence is written to the reader?
Show the answers
  1. B. Federal executive branch agencies. The Act covers federal executive agencies. It does not bind local governments, but its definition of plain writing is a good standard for anyone.
  2. B. Find out when pickup is and what goes out. People come to a public page to do something. Put that first.
  3. B. No. Write for your real audience, in words they already use. Federal plain language guidance says to write for your audience. Plain is clear, not childish.
  4. B. You must send us Form B.. Talking to the reader as you, in the active voice, makes clear who does what.