PFC2013-0234 ATTACHMENT 2 Plain Language Audit Executive Summary

The importance of plain language: Plain language means that the majority of people can read and understand your message the first time they read it. From fall 2012 to January 2013, tlp training conducted plain language audits of 120 City of Calgary documents and signage at the Municipal Building cashiers, the Southland Leisure Centre and the Village Square Leisure Centre. Below is a summary of the audit methodology, key findings and key recommendations.

Method for the plain language audit of City of Calgary documents: A plain language audit analyzes documents in the following ways: Readability of language: Grade level Word length, sentence length and paragraph length Frequency of acronyms, abbreviations, and technical vocabulary Tone of language Readability and format of documents: Conciseness of paragraphs Logical flow of information Clear wording of headings and subheadings Use of bulleted lists Font size and styles Grade levels and sentence length of documents were calculated using the Flesch-Kincaid Readability Statistics tool embedded in Microsoft Word. The following City of Calgary documents were audited: 20 Committee documents 20 Project documents 20 Public Service Announcements 10 Council Meeting Minutes documents 20 Pamphlets, Brochures, Posters, Flyers and Reports 15 most frequently submitted 3-1-1 Service Requests 15 web pages associated with the above 3-1-1 Service Requests Signage at the Municipal Building cashiers, Southland Leisure Centre, and Village Square Leisure Centre

PFC2013-0234 Plain Language Policy (NOM 2011-19) Att-2

Page 1 of 3

Plain Language Audit Executive Summary

Key findings from the audit: Grade level: average of all documents was Grade 11 this is 4 grade levels above the Grade 7 level that will reach most general audiences Sentence length: average of all documents was 19 words a 15-word sentence is preferable as it falls within an average Grade 7 readability level Frequency of acronyms, abbreviations and technical vocabulary: the majority of documents are written in third person and use many technical words and acronyms specific to particular business units there were many words that the public could not be expected to understand Tone of language: most documents are written in third person (he, she, they, them) this creates a formal and distant tone which does not speak directly to the reader Flow of information: in general, signs, pamphlets, brochures and web pages flowed well because they contained headings mostly free or jargon and had logically organized, concise information most longer documents were not as logically organized or did not use enough headings to help the reader skim the contents many of the headings and subheadings in longer documents contained technical or legal jargon which the public could not be expected to understand Key recommendations: 1. Average sentence length should be 15 words. Sentences of more than 15 words often need to be reread because they contain two or three main ideas. Sentences with an average of 15 words contain one idea only. It is easier to read and understand the sentence. Sentences of less than 15 words often fall within the Grade 7 9 readability range. This is the preferred range for writing for the general public. 2. Reduce, define or eliminate jargon and technical vocabulary from documents. Many documents use overly formal language, such as sustainability, mandate, specific body, proceedings, stakeholders, proliferation, or legal language such as pursuant, in accordance with, contingent on, etc.

PFC2013-0234 Plain Language Policy (NOM 2011-19) Att-2

Page 2 of 3

Plain Language Audit Executive Summary

Spell out acronyms every 2 pages in longer documents and eliminate abbreviations. Create an online glossary of key technical terms that the public needs to know for each business unit. Write definitions of the technical terms in plain language and include images when possible. Do not use dictionary definitions as they are written at a high readability level and often include other words that are technical or difficult.

3. Split documents into sections and write headings free of jargon or technical language. Format headings so that they stand out on the page and so that the reader can easily identify them. Headings are indicators of the key messages of a document. Well-written headings which are free of jargon help readers understand the content of a document quickly and easily. 4. Use a more friendly tone, such as you, we, or our to draw the reader in to your message. Readers appreciate being addressed directly. This is particularly important because many documents ask for Calgarians feedback. If Calgarians feel like they are being spoken to directly, they will feel more engaged in the Citys activities. This will improve the likelihood of them responding to questionnaires or participating in focus groups as well.

PFC2013-0234 Plain Language Policy (NOM 2011-19) Att-2

Page 3 of 3