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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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What is plain English?

Plain English is when a reader can find, understand and use the information they need from a piece of communication. Plain English includes a range of elements such as the use of everyday words instead of jargon and legalese, and short, active sentences instead of long-winded passive sentences. But plain language isn’t only about words and grammar. How well a document or website is structured, how easy it is to navigate, the visual design, and the usefulness and relevance of its content all form part of plain English. Read more