This study deals specifically with Human Resources Development Canada’s review and re-drafting of the communications materials targeted to clients of the Disabilities Benefits Division using plain language principles.
In 2001, Human Resources Development Canada’s Income Security Program team reviewed its communications with clients of the Disabilities Benefits Division. The purpose of doing so was to ensure that the language and design of the division’s communications did everything possible to help clients understand and act upon its messages appropriately.
The team wrote the first drafts of a series of letters and documents to clients using plain language principles and techniques. The department worked with a plain language consultant who evaluated the effectiveness of the plain language techniques that had been applied.
The project was given to Clear Language and Design (CLAD) of Toronto to write a reading effectiveness report. Clear Language and Design has provided consultation, publishing and training services to various clients in the private and public sectors since 1995.
The materials for assessment consisted of two client letters, entitled “Your CPP disability payments” and “Confirming our telephone conversation.” CLAD also assessed two documents:
Income Security Program officials provided the consultant with a well-researched profile of the client audience, ensuring that the consultant had a good understanding of the characteristics of this group of readers and their placement in the general literacy profile of Canadian readers.
The reading effectiveness assessment confirmed that the redrafted communications adhered to principles and techniques that would get the message across to the targeted readers and be appropriate to their levels of literacy.
In addition, the CLAD assessment pointed out a number of refinements to the drafting technique that would make the letters even more effective.