Plain Language in Norway’s Civil Serviceclarity-international.net/Conferences/Washington... · •Serve to increase interest in plain language •Platform for language guide and

Sissel C. Motzfeldt

Plain Language in Norway’s Civil

Service

My presentation

• The Norwegian Government program

(2008-2012) and its evaluation work

• New project: Improving the language in

laws and regulations

• Results of two surveys

• Thoughts about the future

The Norwegian Government program (2009-2012)

offers:

grants

consulting

pool of knowledge

publications

clear language training courses

seminars and conferences

the Plain Language Award

gadgets……

Plain Language

Conferences in Norway:

2011 and 2012

Evaluation of the program – 2 steps

1) Mid-term evaluation. Identifies the impact

of the Program on the clarity work of the

agencies (method: qualitative and

quantitative). Completed.

2) End evaluation in 2013. Will identify the

impact of the clarity work on the citizens

(method: qualitative and quantitative)

Step 1: The importance of the Government program

Q.: How important are the following reasons for starting a clear language project ?

A.: 1) The Government program!!

2) Internal champions

3) Internal strategy process

4) Inspiration from others

Not so important: External criticism and instructions from above….

Step 2: Benefits for the citizens and Civil Service

Dekoder

Koder

Koder

Dekoder Budskap

Respons

Civil Service Citizens

Intended message

Understood message

Mutual understanding?

The citizenz understanding of

the communication

Has there been a change of trust,

confidence in Civil Service?

Language culture, attitudes

communication, activities

Has there been a change in the

inquiries? Type and numbers?

The Norwegian Public Roads Administration

The new letter on vehicle inspection 40 % less telephone calls

Questions All

Language 60 % find the language easy to understand

Increase in 40 %

Structure 55 % find the information they need

Increase in 40 %

Tone 40 % find the tone in the letter more pleasant

Increase in 100 %

Words 70 % do not find difficult words in the text

Increase in 20 %

Understandability 70 % find it easy to understand what th PRA want them to do

Increase in 35%

1. Establish a Knowledge

Base

New project 2011: Improve the language in laws and regulations.

3 Goals:

2. Fight unwanted

attitude and behaviour

in Civil Service

3. Prevent legalese from

ever happening….

Goal 1. Establish a Knowledge Base

Round Table conference

3 Surveys: Citizens, Civil

Servants and Judges

Research and student work (at

master level)

Seminars

Monitor projects

A survey among the General Public 2011

• 54 % of the Public said they had read a

certain law or regulation last year

• Area: Work, health, welfare, housing and

economy

• 38 % found the text difficult

• 39 % found the text easy

• Difficult: Words, expressions

and sentences

The General Public - statements Statements All citizens Citizens with a law degree

All citizens should understand the laws and regulations that concern them

87 % agree 84 % agree

If the text in laws and regulations had been easier to understand, both the Civil Service and the public would save time and money

86 % agree 80 % agree

Laws and regulations are first of all meant for lawyers and other professional groups

39 % agree 37 % agree

A survey in the Civil Service 2012

What is wrong with the law making process:

• Often too little time, political pressure

• Conflict between accuracy and clarity

• No request for clear language to committees

• Drafts are never user tested

• European Union directives a language challenge!

• Remedy: Involve linguists in the work

and start user testing!

A survey in the Civil Service 2012

What is wrong with the language of laws:

• Too complicated laws! Patchwork quilt.

• Old laws worse than the new ones

• Same terms mean different things in different

laws – no consistency in use of terms

• Remedy: Need more language training,

better written language guidelines

A survey among judges – to come!

• Preparation starts in the fall of 2012

• To collect data on preferred writing style among

judges

• Serve to increase interest in plain language

• Platform for language guide and

training of judges

Goal 2. Fight unwanted attitude and behaviour in Civil Service

Offer writing courses to

civil servants

Develop a practical

guide and web-based

tool-box

Seminars, articles and

awards

Goal 3. Prevent legalese from ever happening…

Offer plain language training to law students and other student groups

Change the law making process

Promote model laws

Should the ten most important laws be

in plain language – or not?

The Good, the Bad and the Ugly

– our challenges

• Time and resources

• Willingness to prioritize

• Balancing plain language and precision

• Attitude and culture

• Interest of Managers

• Technical problems

Norway goes digital!

• Our Government and Minister have launched a

new program: Digital Norway!

• Better, simpler and more efficient services

• Plain language necessary

• Understandable laws

and regulations crucial

How do we keep up the good work in the Government?

Continue the

Government Program,

but not as a project

Initiate studies showing

the importance of plain

language (i.e. studies

on effectiveness)

Getting involved in the

digital development!

Find success stories

Thank

you!

www.klarsprak.no