Background
We serve over 300,000 people in the Borough. In 1999, our survey of residents showed that:
- 74% of contacts were by telephone
- 22% were in person
- 2% were in writing
- 2% were by other means like the internet
When the initial contact is by telephone or in person, we often respond by letter, application form, guidance notes or other written communication. People told us in the 1999 survey that our written communications were often difficult to understand.
There is a strong business case for using plain English. Making sure that messages are communicated clearly improves quality and efficiency by reducing follow up work. For the same reasons, it is important that our external communications and those with our employees use plain English.
Strategy
We have adopted the principles of plain English promoted by the Plain English Campaign. Plain English is written with the reader in mind, is clear, concise and uses the right tone of voice. A document in plain English can be understood and acted upon after a single reading by someone from the intended audience.
We will apply plain English principles in a way that supports clear communication to people outside the council, inside the council and to our own employees.
Our priorities for using plain English will be:
- Communications with the greatest impact on the public, like our A-Z of services.
- Core information about our services, like how to apply for housing benefits.
- Key messages for local people, like information about Council Tax bills.
- Key messages for employees, like job descriptions.
Our long-term aim is for all communications, including individual letters, to use plain English.
We want a consistent approach across the council. To do this we will:
- Provide training at different levels of detail to meet the needs of individuals.
- Set and maintain standards in important areas like letter templates and presentations.
- Issue guidance, including our local standards, for key forms of communication like letter writing, advice leaflets and forms.
- Gain accreditation like the Plain English Crystal Mark where that could improve the quality or increase public confidence in our communications.
- Co-ordinate support through a network of departmental contacts in the Plain English Group. This group will share and build on good practice across the council and from other places. They will agree and deliver an annual work programme based on the priorities set out in this strategy.
Links
Plain English and clear communication can support everything that we do. This Plain English Strategy has strong links to our Customer Care Charter, Internal and External Communication Strategies and our Best Value Review of Access to Services.
Performance management
We will monitor success of this strategy by measuring:
- Progress on annual work programmes, including accreditation.
- Public and employee perceptions of our written communications.
Responsibilities
Management Team will oversee the operation of this strategy.
All departments of the council will take part.
The Plain English Group will be responsible for day to day operation of the strategy. The Chief Executive's Policy & Performance Improvement Team will support the Group.
Assessment and review
The Management Team will review this strategy one year after adoption and then every three years unless there is a reason to believe it is not operating effectively.
