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To reap the rewards of clear communication, you must test your documents with customers

Many UK companies are investing in improving their customer communications so that they are written clearly, in a way that´s aligned with Treating Customers Fairly and the Consumer Rights Act. But how do you measure if you are achieving this goal when there are no objective criteria for clear communication or plain language?

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Plain English and Treating Customers Fairly audits

Large companies produce thousands of documents, from adverts to customer-service letters, from annual reports to supplier agreements. A company-wide plain English and Treating Customers Fairly audit allows you to identify strengths and weaknesses, and understand where to focus your efforts.

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The Consumer Rights Act and training in clear communication

The Consumer Rights Act was an important development in the rapid and ongoing transformation of the consumer landscape. Social media activism, regulatory intervention, and an increasingly  informed consumer all mean that fairness, transparency, and simplicity in corporate communication are under the spotlight.

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