High-dollar words cost you visitors

Government websites hold a unique responsibility: providing essential information and services directly to the public. Unfortunately, navigating these sites can often feel like deciphering hieroglyphics due to complex jargon, legalistic phrasing, and convoluted layouts. This isn't just frustrating, it's a barrier to access for citizens who need these services most.

Here's why clearly presenting government services in plain upfront language is not just an option, but an obligation:

1. Equity and Inclusion: Everyone, regardless of education level or native language, deserves equal access to government services. Complex language creates a barrier for those who may struggle to understand it, deepening gaps within society. Utalizing plain language ensures everyone can comprehend their rights, options, and how to access vital services and benefits.
2. Increased Efficiency and Satisfaction: Confusing websites lead to wasted time, frustration, increased call center volume, and missed opportunities. When information is clear and concise, residents can quickly find what they need, complete tasks efficiently, and feel empowered to navigate the system themselves. This reduces the burden on both residents and agency staff, leading to increased satisfaction for all involved.
3. Building Trust and Transparency: Clear communication fosters trust between the government and its residents. Using jargon-free language demonstrates openness and accountability, making it easier for people to understand government actions and hold them accountable.
4. Improved Public Engagement: When information is accessible, residents are more likely to engage with their government. They can participate in consultations, understand policy changes, and hold informed discussions on issues that affect them. This fosters a more active and informed citizenry.
5. Reduced Costs: Complex websites require ongoing maintenance and support. Plain language documents, on the other hand, are easier to update, translate, and maintain, leading to long-term cost savings.

By prioritizing clear and accessible communication, government websites can become valuable tools for empowering citizens, strengthening trust, and ultimately building a more inclusive and engaged society. Here are some tips to keep in mind in order to create clear plain language content.

• Use everyday language: Avoid jargon, legalistic terms, and acronyms. Strive for simple, clear sentences that anyone can understand.
• Focus on the user: Write from the perspective of the person seeking information, addressing their needs and concerns directly.
• Organize information logically: Structure your website and documents in a way that makes it easy to find what you need.
• Use visuals effectively: Include illustrations, diagrams, and charts to break up text and explain complex concepts.  Remember while using these visualizations to keep accessibility in mind and maintain the ability for ALL people to access the imagery.
• Test and refine: Get feedback from diverse groups of citizens to ensure your plain language efforts are effective. While this may be difficult or new to government the commercial space has used this for decades and government should shift to a feedback approach to get an outside-in view on their success.