Plain Language Law: Countdown to Organizational Change Melodee Mercer Veterans Benefits Administration.

Plain Language Law:Plain Language Law:Countdown toCountdown to

Organizational ChangeOrganizational ChangeMelodee MercerMelodee Mercer

Veterans Benefits AdministrationVeterans Benefits Administration

If you are determined to have a disability…If you are determined to have a disability…

Veterans Benefits AdministrationVeterans Benefits Administration

Veterans Benefits AdministrationVeterans Benefits Administration

If we determine that you have a disability…If we determine that you have a disability…

Changing a BureaucracyChanging a Bureaucracy Top 10Top 10

1010It’s an evolution, not a revolutionIt’s an evolution, not a revolution

Look at the history of writing Look at the history of writing programs in your agencyprograms in your agency

99

Muddy language is not confined to policies alone. Each of you has seen replies to simple questions in which the meaning was lost through hopelessly obscure wording. When a person writes to the Veterans Administration, he is entitled to an easily understood, frank, and courteous reply. If our replies cannot be understood, they are not only not worth writing, but they simply create additional work.

General Omar Bradley, the second administrator of VA, 1947

99Look at the history of writing Look at the history of writing programs in your agencyprograms in your agency

Plain Letters – 1955

Feelings – 1978

Just Plain English – 1985

Writing for Real People – 1991

Reader-Focused Writing Initiative

Look at the history of writing Look at the history of writing programs in your agencyprograms in your agency99

88 Make managers the customerMake managers the customer

77 Pick a starting point that will Pick a starting point that will

have the most impacthave the most impact

Regulationwriting

Tier 3Collaborativ

e writing

Tier 2RFW Tools

Letter Writing

Tier 1Orientation

4aForms design

4bReference writing

• Briefing paper• Congressional• Management briefing

66Large organizations should Large organizations should

pilot in small sectionspilot in small sections

CIRCE CIRCE Evaluation of letterEvaluation of letter

0

1

2

3

4

5

6

7

8

9

10

3-8 Criteria 9-13Criteria

14-15Criteria

FW

3-8 9-13 14-15 Criteria

25 Pre-training Letters 25 Pre-training Letters 10 10

5

0

5

10

15

20

25

30

3-8 Criteria 9-13Criteria

14-15Criteria

FW

43 Post-training Letters43 Post-training Letters

0

15

28

3-8 9-13 14-15 Criteria

55 Find a training mechanism that will Find a training mechanism that will uniformly reach the most employeesuniformly reach the most employees

44Be sure to train reviewers from the Be sure to train reviewers from the beginningbeginning

33Your standard for ‘good writing’ should Your standard for ‘good writing’ should be what your readers think is goodbe what your readers think is good

VA: VA: Service Connected DisabilityService Connected Disability

Injured while on duty (but, not Injured while on duty (but, not on leave)on leave)

Injured while in the service Injured while in the service anytimeanytime

Injured on any jobInjured on any job

VA: VA: Service Connected DisabilityService Connected Disability

Injured while on duty (but, not Injured while on duty (but, not on leave)on leave)

Injured while in the service Injured while in the service anytimeanytime

Injured on any jobInjured on any job

VA and IRS

•You never cashed your check. •‘You will receive a new check shortly.’

You will receive your check by (2 weeks from date of letter)

22Recognize that poor writing is copied Recognize that poor writing is copied throughout your organizationthroughout your organization

Regulation

Manual

Letters

RegulationRegulationRegulation

ManualManualManual

LettersLettersLettersLettersLetters

11Bring all of the key players in the Bring all of the key players in the

room togetherroom together

Trained over 7200 employees Trained over 7200 employees Teach classes in letter writing, collaborative Teach classes in letter writing, collaborative

writing, regulation writing, white papers, and writing, regulation writing, white papers, and Congressional responsesCongressional responses

Briefed ManagersBriefed Managers Updated the correspondence manual to reflect Updated the correspondence manual to reflect

RFW principlesRFW principles Regulation Rewrite ProjectRegulation Rewrite Project In many offices, it continued without high level In many offices, it continued without high level

advocacyadvocacy VBA Insurance won a 2011 ClearMark VBA Insurance won a 2011 ClearMark

Category Award for best revised document in Category Award for best revised document in the public sectorthe public sector

So, how has it worked?So, how has it worked?

Have fun!Have fun!

10. It’s an evolution, not a revolution.9. Look at the history of your writing programs.8. Make managers the customer.7. Pick a starting point that will have the most impact.6. Large organizations should pilot in small groups.5. Find a training mechanism that will uniformly reach the most employees.4. Be sure to train reviewers from the beginning.3. Your standard for good writing should be what your readers think is good.2. Recognize that poor writing is copied throughout your organization.1. Bring all key players together.

Changing a Bureaucracy Top 10