• they received help if they needed it;
• they were made to feel inferior because of their reading problems;
• staff explained documents, forms, and the proceedings clearly.

Staff can be surveyed whether

• knowing about literacy and markers has made it easier for them to identify low literacy clients;
• plain language training has helped them in choosing simpler words and ways of explaining things;
• clients understand information more quickly with fewer requests for clarification;
• forms and other documents are filled in more fully and accurately.