Transcript PLAIN 2009 - Kleimann Communication Group

An Assessment Tool
Kristin Kleimann
Mankind
(a few years ago)
lightning
friends
tribe
Print!
Hooray!
The Basic Principle
The Communication
Dialectic:
Two forms of
communication
—visual and written—
work as a dialectic to
inform each other
The Basic Principle
The Communication
Dialectic:
Two forms of
communication
—visual and written—
work as a dialectic to
inform each other
The Basic Principle Thwarted
The Basic Principle Thwarted
• If you lead, will they
follow?
The Basic Principle Thwarted
• If you lead, will they
follow?
The Basic Principle Thwarted
• If you lead, will they
follow?
An Assessment Guide
• Makes “assessing” less
subjective
• Establishes important
qualities for documents
• Provides a norm
• Raises organizational
awareness
• Allows for training of
“self”
Our Study
• Worked with 29
states
Topics
Assessment
Tool
Task
Completion
Navigation
Comprehension
Compliance
Task Completion
Principle 1
Create an introduction to help
users understand the form
and the process
Principle 2
Make content manageable
 Explains context of form
 Group questions how users would
think about them
 Explains how form fits into process
 Order questions how users would
think about them
 Says what to do after completing
form
 Provides overview of form and each
section
 Lists items to bring to interview
 Provides instructions for each
section
 Provides a “How-to” booklet
 Uses examples
 Conveys a professional and helpful
tone
Navigation
Principle 1
Make the logical structure
visible
Principle 2
Present information so it
looks accessible
 Uses a predictable grid for layout
Uses a clear and legible font
 Uses white space to organize
sections and items
Uses mixed case letters for headings
and text
 Uses headings to show the structure
Uses bullets to list important
information
 Uses consistent headings
throughout
Uses emphasis techniques sparingly
 Limits the amount of information it
asks users to provide in tables
Uses color and shading as nonverbal cues
 Numbers the pages and questions
Provides a style guide to ensure
consistency
 Provides large enough spaces for
users to enter information
Comprehension
Principle 1
Help users untangle the text
Principle 2
Use words users would use
 Simplifies complex sentences
 Uses pronouns
 Eliminates unnecessary words
 Uses words that users would use in
everyday speech
 Uses sentences written in the
positive or simple negative
 Defines difficult words and concepts
 Uses the active voice
 Uses words consistently
 Simplifies conditional sentences
 Uses action verbs instead of nouns
made out of verbs
 Links sentences to each other with
logic market words
 Defines acronyms and abbreviations
 Makes legal language clear and
simple to understand
Compliance
Principle 1
Ensures policy compliance
 Includes only legally relevant questions
 Meets current regulatory requirements
 Includes related notifications and disclosures
 Meets current statutory requirements
Exercise: Assessing
Principle 3. Make the logical structure visible.
3a.
Does your form use a predictable grid for
layout?
 Yes
 No
 Somewhat
Ohio — Old Form
Ohio — Revised Form
Ohio — Revised Form
Assessment Wrap up
• Establishes the important
qualities for documents
• Raises organizational
awareness
• Makes “assessing” less
subjective
• Provides a norm
(everyone looks for the
same things)
• Allows for training of “self”
Contact Information
Kristin Kleimann
[email protected]
Kleimann Communication Group
www.kleimann.com