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Plain Language Institute
What we offer
We follow a customer-centred approach to Plain Language.
The Plain Language Institute will help you to:
Train your people
We offer a variety of virtual training workshops and online courses tailored for your needs. See our Training Hub for all the details.
Develop content in Plain Language
Do you want to be a leader in clear communication? We will develop content that your customers can understand, relate to, and use with ease – across the full customer journey. See Our work for the details.
Test user experience
We will test your current or new communication with the intended users to make sure that they find it clear, relevant and useful.
Develop a strategy
Do you need a Plain Language strategy for your organisation? We can help you to develop one that speaks to your business strategy. As part of her Masters study, Nadja Green developed a guide on how to implement Plain Language at a strategic level.
Review your customer communication
We will review your documents to check compliance with Plain Language laws and local and international best practice.
Plot your customer journey
We will help you to identify the key touchpoints where customers expect clear communication.
We work in both English and Afrikaans. For the African languages, we contract professional translators.
What we have been up to
Seminars and conferences
Access for All virtual conference 2020
The three international Plain Language organisations hosted a virtual conference from 13-15 October 2020. The theme of the conference was Access For All: Plain Language is a civil right.
The conference brought together Plain Language specialists from around the world to share new ideas and promote clear communication in the public and private sectors. It was an honour to be part of the international group of speakers. Watch our presentation here.
International PLAIN conference 2019
PLAIN hosted its 12th international conference in Oslo, Norway on 25-27 September 2019.
125 speakers from 25 countries participated. We were delighted to be part of this group.
Publications
Bridging the gap between researchers and respondents
We wrote a technical note for the insight2impact (i2i) facility about the work that we did for them.
Implementing Plain Language as a strategic priority
Nadja conducted a study among four short-term insurance companies to determine how they implement Plain Language in their organizations. This article outlines the key results and proposes a conceptual framework for implementing plain language as a strategic priority.
What we have been up to
Seminars and conferences
Access for All virtual conference 2020
The three international Plain Language organisations hosted a virtual conference from 13-15 October 2020. The theme of the conference was Access For All: Plain Language is a civil right.
The conference brought together Plain Language specialists from around the world to share new ideas and promote clear communication in the public and private sectors. It was an honour to be part of the international group of speakers. Watch our presentation here.
International PLAIN conference 2019
PLAIN hosted its 12th international conference in Oslo, Norway on 25-27 September 2019.
125 speakers from 25 countries participated. We were delighted to be part of this group.
Publications
Bridging the gap between researchers and respondents
We wrote a technical note for the insight2impact (i2i) facility about the work that we did for them.
Implementing Plain Language as a strategic priority
Nadja conducted a study among four short-term insurance companies to determine how they implement Plain Language in their organizations. This article outlines the key results and proposes a conceptual framework for implementing plain language as a strategic priority.
What an amazing experience working with you. Thank you for all your hard work.
– Priscilla Ewert, RBS
Our work
Hover over the logos to see a snapshot of our previous projects.
- Develop policy wordings in Plain Language
- Audit customer journey maps to test for consistency
- Develop call centre script templates
- Research and review policy names
- Conduct user testing – focus groups
- Develop customer communication, policy wordings and policy schedules in Plain Language
- A Plain Language and Style Guide
- Plain Language training and mentoring for Communications team
- Develop a maturity model for Plain Language
- Conduct readability assessment
- Change management communication
Conduct readability and Plain Language expert assessment
Develop selected sections of a commercial policy wording in Plain Language
Develop policy wordings in Plain Language
Plain Language training and a Pensioners’ Handbook in Plain Language
Read more
- Develop policy wordings in Plain Language
- Audit customer journey maps to test for consistency
- Develop call centre script templates
- Research and review policy names
- Conduct user testing – focus groups
Read more
Conduct readability and Plain Language expert assessment
Read more
Cognitive Action Research applied to questionnaires (four studies)
Read more
Read more
Develop policy schedules, letters and other documents in Plain Language
Read more
Cognitive Action Research applied to an SMS survey questionnaire
Read more
Readability and expert Plain Language assessment of a new commercial policy wording
Read more
Develop Customer Service Charter in Plain Language
Read more
Cognitive Action Research applied to concepts and survey questionnaires
Read more
Conduct readability and Plain Language expert assessment
Read more
- Develop customer communication, policy wordings and policy schedules in Plain Language
- Develop a Plain Language Guide
- Develop a maturity model for Plain Language
- Plain Language training and mentoring for Communications team
- Conduct readability assessment
- Change management communication
Read more
Develop selected sections of a commercial policy wording in Plain Language
Read more
- Plain Language training
- Develop Pensioners’ Handbook in Plain Language
