ACCESS
  1. Our Bank emphasizes non-print media (e.g., radio, TV, video, and personal communication) in promoting its services.
    YES ____ NO ____.

  2. Our print material is written in plain language.
    YES ____ NO ____

  3. Our telephone number is listed clearly under the bank's name and logo.
    YES ____ NO ____

  4. Directions on how to find the bank mention landmarks and bus stops.
    YES ____ NO ____

  5. The bank name and logo are clearly displayed on the building.
    YES ____ NO ____

  6. Clear signs and symbols direct people from the front door to the different areas of our bank.
    YES ____ NO ____
RECEPTION AREAS INSIDE THE BANK
  1. The area - walls, ceiling, floor - is clear of excess printed material.
    YES ____ NO ____

  2. Signs and notices are conveniently located and only used to clearly designate essential services or information.
    YES ____ NO ____

  3. The atmosphere is comfortable, making all customers feel they can ask for help.
    YES ____ NO ____

  4. Audio and Video materials provide necessary information in plain words to lessen the necessity of written signs.
    YES ____ NO ____

  5. Customers at the service desk have some privacy to ask for explanations.
    YES ____ NO ____.
EMPLOYEES
  1. I avoid bank jargon (language used specifically by the banking industry) when communicating with customers.
    YES ____ NO ____

  2. I speak in plain English.
    YES ____ NO ____

  3. I explain things in enough detail for my customers.
    YES ____ NO ____

  4. I make eye contact with all my customers.
    YES ____ NO ____

  5. With people whose first language is not English, I speak more slowly.
    YES ____ NO ____

  6. I use basic vocavulary.
    YES ____ NO ____

  7. I use short sentences.
    YES ____ NO ____

  8. I avoid slang expressions. (e.g. Are you in a jam?)
    YES ____ NO ____

  9. I use the active voice, not the passive. "Our bank gives that kind of help", not "That kind of help is given by our bank".
    YES ____ NO ____

  10. I avoid raising my voice.
    YES ____ NO ____

  11. I always provide the opportunity for customers to ask additional questions.
    YES ____ NO ____

  12. I know where to find more information on literacy.
    YES ____ NO ____
PRINT
  1. All forms customers encounter are essential.
    YES ____ NO ____

  2. We ask all customers whether they need help filling out our forms.
    YES ____ NO ____

  3. Non-print help (e.g., staff volunteers, audio tapes, videos) is available for completing forms.
    YES ____ NO ____

  4. Our print materials are written in plain language.
    YES ____ NO ____

  5. Graphics and illustrations are clear.
    YES ____ NO ____

  6. Print materials have ample white space as relief from the print.
    YES ____ NO ____

  7. When appropriate, print materials are available in other languages.
    YES ____ NO ____

  8. If certain forms are often filled out incorrectly, our supervising office is informed.
    YES ____ NO ____
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