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Plain Language Institute
What we offer
The Plain Language Institute supports organisations on their journey to create communication that is clear, relevant, and useful.
The ISO Standard for Plain Language (ISO 24495-1:2023) drives our approach.
We 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
INTERNATIONAL PLAIN CONFERENCE 2023
PLAIN hosted its international conference in Buenos Aires from 27–29 September 2023.
This was a truly special event, bringing together plain language professionals from around the world for the first in-person gathering since the 2019 conference in Oslo. It was a wonderful opportunity to reconnect, share insights, and celebrate our shared commitment to clear communication. We were thrilled to be part of such an inspiring occasion.
OTHER CONFERENCES
In 2019, we joined PLAIN’s 12th International Conference in Oslo, Norway, where 125 speakers from 25 countries came together to share insights and innovations in the field.
In 2020, the three international Plain Language organisations co-hosted the Access for All Virtual Conference from 13–15 October, under the theme “Access for All: Plain Language is a Civil Right.” It was an honour to be part of the international group of speakers. Watch our presentation here.
Publications
AN ISO REQUIREMENT STANDARD FOR ORGANIZATIONS
SHAPING THE FUTURE OF PLAIN LANGUAGE CERTIFICATION
IMPLEMENTING PLAIN LANGUAGE STRATEGICALLY IN THE EVER-CHANGING ORGANIZATION
THE RIGHT TO A VOICE
We wrote an article for The Clarity Journal exploring how plain language can empower previously disadvantaged people by giving them a clearer, stronger voice in society.
BRIDGING THE GAP BETWEEN RESEARCHERS AND RESPONDENTS
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
INTERNATIONAL PLAIN CONFERENCE 2023
PLAIN hosted its international conference in Buenos Aires from 27–29 September 2023.
This was a truly special event, bringing together plain language professionals from around the world for the first in-person gathering since the 2019 conference in Oslo. It was a wonderful opportunity to reconnect, share insights, and celebrate our shared commitment to clear communication. We were thrilled to be part of such an inspiring occasion.
OTHER CONFERENCES
In 2019, we joined PLAIN’s 12th International Conference in Oslo, Norway, where 125 speakers from 25 countries came together to share insights and innovations in the field.
In 2020, the three international Plain Language organisations co-hosted the Access for All Virtual Conference from 13–15 October, under the theme “Access for All: Plain Language is a Civil Right.” It was an honour to be part of the international group of speakers. [Watch our presentation here.]
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
Projects
Hover over the logos to see a snapshot of our previous projects.
- Plain Language training and mentoring for the Language Lab team, including training on the ISO Standard for Plain Language
- Develop a Plain Language policy and strategy
- Develop Plain Language writing guides
- Conduct expert Plain Language reviews of customer forms, brochures and terms and conditions
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Conduct user experience research studies on products and customer communication across five African countries
- Plain Language training for the Knowledge Management team
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
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- 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
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Conduct readability and Plain Language expert assessment
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Cognitive Action Research applied to questionnaires (four studies)
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Develop policy schedules, letters and other documents in Plain Language
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Cognitive Action Research applied to an SMS survey questionnaire
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Readability and expert Plain Language assessment of a new commercial policy wording
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Develop Customer Service Charter in Plain Language
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Cognitive Action Research applied to concepts and survey questionnaires
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Conduct readability and Plain Language expert assessment
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- 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
