WriteMark
Plain Language Standard
Why the WriteMark matters more than ever in the age of AI writing
Photo by cottonbro studio / Pexels licence
One of our favourite plain language mottos adorns the wall in massive text at Write’s Wellington office. It’s from Sir Ernest Gowers’ book, Plain Words: ‘Be short, be simple, be human’.
It’s a motto that follows its own advice.
In the burgeoning age of ‘AI’ text generation, human writing for human readers is more important than ever. And that makes the WriteMark an even more valuable symbol of people-centric plainness.
Here’s why a quality mark for clear communication matters even more in the age of AI.
People-centric writing stands out in an AI-generated torrent
The WriteMark has always been a way to show your readers you care.
The heart-shaped symbol demonstrates your commitment to being clear, open, and customer-focused. It signals to your audience that you’ve gone the extra mile to ensure they understand what you’re telling them, which builds trust and confidence.
We think readers will particularly appreciate the WriteMark’s quality promise as AI writing proliferates. AI-generated text risks ‘infecting’ AI training data — the library of information that AI tools use to create their responses. This may degrade the quality of AI outputs over time, as they reinforce and amplify their own distortions and biases. Commentators have called this an ‘AI ouroboros’
Read about the ouroboros on Medium’s website
In this uncertain future of AI writing, the WriteMark will signify people-centric writing that gives readers confidence and helps to form human connections between author and audience.
Our human assessors give human insights
In a WriteMark assessment, qualified experts read documents, assess them against 25 carefully selected criteria, and produce a report packed with insights and recommendations. They apply a critical eye, drawing on their experience and understanding — as both writers and readers — to identify what works and what needs work. This experience and insight helps to shape documents that serve their writers — and their readers.
AI can do some incredible things, if you know how best to use it. By drawing from untold libraries of human writing and thought, it can generate convincing text and images in the blink of an eye. It can educate and entertain, adapting its tone and language for any conceivable audience. But AI is not critical, creative, or insightful — not yet.
Big-picture elements require critical thought
AI can provide lots of helpful advice for some of the more mechanical aspects of plain language, like sentence structure and word choice. But humans can still do a few things better — like thinking.
‘Artificial intelligence’ is a bit of a misnomer, because tools like ChatGPT and DALL·E 3 are not thinking or creating. They draw on vast sets of training data from the web and use predictive patterns to spit out realistic answers to prompts.
This means AI would struggle to meet or assess some WriteMark criteria, especially big-picture elements. It takes critical thought to determine whether a document has:
- a clear purpose
- an overall structure that helps readers to understand it
- answers to all the questions a reader is likely to ask.
AI is improving constantly, and quickly. But answering these questions requires critical analysis and holding the ‘big picture’ in mind — skills that today’s AI tools can only imitate.
AI can be a cultural liability
Our assessors have another advantage over AI tools — their Kiwi cultural context and sensitivity.
AI tools draw on training data from all corners of the internet. This means they tend to replicate and reinforce existing biases in that data. Aotearoa New Zealand represents a tiny corner of the internet, so our cultural differences are easily overwhelmed by American and European norms in AI’s predictive patterns.
Why does this matter? One element we assess for the WriteMark is whether the document has an appropriate style and tone for its audience. Aotearoa’s cultural context is different from the rest of the world in lots of small ways — as well as the big ones, like the role of te reo and te ao Māori. The words we use and the way we express ourselves are distinct, as are our history, economy, politics, and culture.
AI tools are liable to get these small things wrong, because they draw from the wilderness of the World Wide Web. As well as setting the wrong ‘style and tone’ for our specific cultural context, relying on AI can lead to embarrassing and even offensive errors.
The WriteMark Plus gives unrivalled insight into how readers experience a document
On top of using human experts to assess documents for the WriteMark, we get human non-experts to test how well a document serves its readers for the WriteMark Plus.
User-testing with real readers always uncovers unforeseen sticking points. Human testers can help identify things like:
- whether a certain word choice or section is confusing
- whether a document’s structure matches readers’ expectations
- whether a document is accessible to readers of all abilities
- whether a document is practical to use in the real world.
AI is clever, and convincing. But there’s simply no substitute for testing a document with its target audience.
AI can be a powerful plain language tool — learn how to use it safely
While human expertise can’t be beaten when it comes to the high standard of the WriteMark, we still recognise the value of this powerful tool.
That’s why Write has added an AI Writing Insights workshop to our roster, and why we’re keeping up to date with advances in the field.
Check out our workshop, AI Writing Insights: Balancing Opportunity and Risk
Read our blog post about how to get the most from AI
Ryan Tippet February 12th, 2024
Posted In: Plain English, Plain language, Plain Language Awards, The WriteMark, WriteMark Plus
Tags: AI, AI Writing, clear communication, clear language, clear thinking, clear writing, plain language, power of plain language, Quality writing, the WriteMark, WriteMark, WriteMark Plus
How does the WriteMark compare to a new international standard?
We’ve mapped out how the WriteMark sits next to the new ISO Standard. We wanted to be sure our mark of plain language quality aligns with international best practice. And we wanted to understand where and why the two standards differ | Photo by Alexander Suhorucov on www.pexels.com
In June 2023, the International Organization for Standardization, or ISO, released Part 1 of its first-ever Plain Language Standard. The ISO Standard offers guidelines for writing in plain language, arranged around four organising principles. These establish that information should be relevant, findable, understandable, and usable.
Read our blog about the ISO Standard over on the Write website
How does the WriteMark® Plain Language Standard, developed here in Aotearoa New Zealand, compare to the new international standard? Do the two standards have any disagreements?
If your document holds the WriteMark, does it also meet the criteria in the ISO Standard?
Is the WriteMark keeping pace with international best practice?
Let’s answer those questions one by one.
Comparing the WriteMark to the ISO Standard
As we pointed out in our blog post on the Write website, the ISO Standard doesn’t include quantitative measures. It doesn’t give users a way to certify documents that ‘meet the standard’.
So, right off the bat, the ISO Standard does something quite different from the WriteMark.
The WriteMark logo shows that we have assessed a document and we recognise its excellence in clarity and presentation. The WriteMark uses 25 criteria to evaluate whether or not a document or website meets a high standard of plain language.
But although they have different purposes, the guidelines in the ISO Standard broadly align to the criteria in the WriteMark.
Here’s an example.
- Guideline 5.2.4(a) in the ISO Standard says to ‘Use a new heading when introducing a new topic’.
- To achieve the WriteMark, a document must have ‘useful, informative headings to guide the reader’.
The ISO guideline is more specific, but the WriteMark requirement captures the same intent.
Many of the ISO Standard guidelines go into more detail than the WriteMark criteria. The WriteMark simply asks if a document’s structure is ‘clear and logical to the reader’. The ISO Standard, in comparison, recommends:
- placing the most important information first
- separating supplementary information
- presenting instructions in chronological order
- and several more specific guidelines.
These guidelines are all part of a ‘clear and logical’ structure. The guidance in the ISO Standard and requirements of the WriteMark aren’t at odds — they’re doing different things, at different levels of detail.
The ISO Standard emphasises a different purpose
The ISO Standard and the WriteMark do, however, place emphasis in different areas. These differences are worth exploring.
The first area is the document’s ‘purpose’. For the WriteMark, a document needs to have a clear purpose, and its content needs to support that purpose.
Makes sense, right? We know that documents are most effective when they’re written with a clear goal in mind.
The ISO Standard, however, strongly emphasises the purpose of the reader. Writers should identify their reader’s purpose for reading their document, and put their readers’ needs first.
This also makes a lot of sense! Clear plain language documents put their readers first.
So which perspective is correct? Successful documents will fulfil both their readers’ and writers’ purposes. They’ll achieve what their author needs them to, while being entirely transparent and practical for readers to use.
The question is whose purpose is front of mind, and when. And that will depend on your document, your audience, and, of course, your own purpose for writing.
We explore this question further in another blog on the Write website:
Comparing the ISO Standard to the Plain Language Act and Write Plain Language Standard
The ISO Standard brings elements together under an umbrella of ‘cohesive’ writing
Another distinction between the ISO Standard and the WriteMark is in the idea that documents are ‘cohesive’.
The third principle of the ISO Standard, ‘understandable’, covers what we often think of as ‘language elements’. This means using familiar words, short and active sentences, concise paragraphs, and a reader-friendly tone.
The ISO Standard then collects these elements, along with the structure and headings from the principle of ‘findable’, under an overall direction to ‘Ensure that the document is cohesive’.
This means, in short, make sure all the parts of the document work together. They have clear and consistent relationships. They all serve a common purpose.
Unlike the ISO Standard, the WriteMark doesn’t have any one particular requirement for documents to be cohesive.
We’re already looking at how the elements of a document cohere throughout the WriteMark process. In a WriteMark assessment, we are checking that the words have a cohesive tone, that the structure presents a cohesive whole, and that the presentation elements are consistent and appropriate.
The guidance to write cohesive documents is handy, but as a requirement in the WriteMark it would only duplicate other elements we’re already assessing.
Does a WriteMark document meet the ISO Standard?
A document can’t ‘meet the ISO Standard’, because the ISO Standard is a set of guidelines, not requirements. But let’s put that technicality aside and rephrase the question in a way that we can answer:
Does a WriteMark document have the same quality of plain language as a document developed using the ISO Standard guidance?
To that we can confidently say, ‘yes’. Documents that achieve the WriteMark will also satisfy the ISO Standard’s organising principles. WriteMark documents are all different, but each one is:
- purposeful and reader-focused to ensure information is relevant
- organised and structured to make information easy to find
- welcoming and clearly written to make information easy to understand
- practical and concise to make information easy to use.
And this relationship goes both ways. If you follow the guidelines in the ISO Standard, you’ll develop a document that’s well on its way to meeting the WriteMark.
Again, we can find some differences in the details, but the two standards are well aligned overall.
For example, to achieve the WriteMark, a document must use mostly positive sentences. The ISO Standard doesn’t mention positive or negative sentences — possibly because it applies across languages, not just English. But its instructions to write concise sentences with a clear structure will ensure they are also mostly positive.
Updating the WriteMark to keep pace with international best practice
We want to be certain that the WriteMark reflects the best practice in plain language, which means updating it from time to time. The ISO Standard finally arriving after years in the making has been a good prompt for us to make some tweaks.
Following the emphasis in the ISO Standard, we’ve added a cue to the WriteMark assessment to note a document’s purpose and audience. This gets us and our clients thinking about the ISO Standard principle of ‘relevant’.
It’s a reminder to consider:
- who you’re writing for
- your readers’ context when encountering your document
- what you and your readers hope to achieve with this document.
We’ve also added a reminder to the assessment about making documents cohesive. This notes that a document is cohesive if its language, presentation, and big picture elements all support its purpose and the purposes of its readers.
And we took this opportunity to align the wording in some of the WriteMark criteria more closely with Write’s Plain Language Standard, just to keep things tidy.
More resources
Download Write’s Plain Language Standard for free
Learn about the WriteMark criteria and assessors
Buy a copy of the ISO Plain Language Standard
Ryan Tippet July 3rd, 2023
Posted In: Plain language, The WriteMark
Tags: clear communication, guidelines, industry standards, International Organization for Standardization, ISO, ISO Standard, plain language, Quality writing, the WriteMark
Using words for good — an experiment in the power of care
Lynda Harris conducts an experiment in the power of care through plain language. Image by DaMoJo / Excio licence
This B Corp month (March 2022), Lynda Harris explores links between being a B Corp and using words for good. Write, the company behind the WriteMark and WriteMark Plus, became a B Corp in 2021.
This blog was written for accredited and aspiring B Corps. But the ideas are relevant to all business writers!
Does being a B Corp improve the way you write? It certainly does for some B Corps.
A few years ago, I did a small experiment with some B Corps to see if their focus on being a force for good in the world influenced the way they wrote. And it did! I don’t know if all B Corps write clearly. But I do know that being a B Corp will give you a great head start.
Find out more about B Corps in Australia and New Zealand on the B Corp website
What made me do that experiment?
As a plain language professional for over 30 years, with a passion for training people in the art of clear communication, I’d seen some people transform their writing overnight simply by being encouraged to apply the age-old ‘golden rule’. Asking a writer to treat their client as they would like to be treated and ‘walk a mile in their shoes’ sometimes trumped more formal writing techniques. And almost instantly writers produced much clearer, more reader-friendly documents.
Since the notion of honouring ‘people and place’ is baked into B Corps, I wondered if the foundational concepts of care and empathy would naturally translate into a more effective, human-centred writing style from those firms.
Testing my idea
So I decided to find out if my hunch was right and interviewed several B Corps. To raise the bar, I picked a sector traditionally known more for obfuscation than clarity — law firms!
Here are some of the inspiring responses to my all-important question, ‘Do your B Corp values, especially your value of care, influence the way you write to clients?’
From Alexandra Doig, Managing Partner of Atticus Lawyers in Melbourne:
Yes! Telling people what they need to know and doing all we can to help, means we need to write like a human. We need to communicate clearly and personally in ways that don’t alienate. We can’t give a client a convoluted document. We have to walk the talk and act on what we believe in.
We could write a 10-page document. We try to write a 1-pager that clearly captures the most important info and that the client can easily understand and be comfortable with. It’s a calculated risk — with benefits. We want to write in a way that gives clients that lightbulb moment If a client doesn’t walk away with a greater understanding of their position than they had when they arrived, we haven’t done our job properly.
From Joel Cranshaw of Clearpoint, Australia
Yes! I say that for two reasons. Our retainer-based fee model means that we must work efficiently — so we must be clear, concise, and to the point. And what we believe in, our philosophical approach to compassionately meeting clients’ needs, also means that we must communicate in ways they can readily understand.
From Sophie Tremblay of Novalex, Canada:
Absolutely! We know that even the smartest people aren’t necessarily familiar with legal terms and concepts. So a huge part of what we do is to make the law understandable. We use concrete examples and remove the abstract, along with many other techniques such as metaphor (it’s like), and ‘this means’… We remove jargon and make important concepts stand out. We do what we need to do to be understood.
Accidentally using plain language techniques
Hearing Sophie’s list of useful plain language techniques, I asked if she had ever had any formal plain language training. She hadn’t. Nor had Alexandra, or Joel. Yet instinctively, motivated by strong human values and a sense of care, all three ticked so many plain language boxes.
Here’s what a sense of care, and a desire to connect and be helpful, prompted these firms to do:
| Keep the content as concise and relevant as can be — thinking very carefully about what the client needs and sticking to that, avoiding cognitive overload | ✅ |
| Use a layout that is carefully organised and makes important points stand out | ✅ |
| Make it personal, putting yourself in your reader’s shoes, being ‘compassionately reader-centred | ✅ |
| Focus on clarity, explaining concepts in a way non-lawyers could understand | ✅ |
| Use metaphor or simile (it’s like) and reader-friendly interpretations (this means) | ✅ |
| Avoid jargon | ✅ |
Without knowing it, they applied these key principles of plain language:
- a highly personalised approach aimed at connecting and truly helping
- clear organisation of content focused on achieving a specific purpose
- clear, familiar language and a major attempt to explain unfamiliar concepts
- a layout that signals key messages and supports comprehension.
And while achieving the above, they naturally applied more detailed concepts of plain language, such as writing in the active voice, favouring verbs instead of nouns, writing strong informative headings, and so on.
Since doing those interviews, I have informally looked at the websites of many other B Corps. My sense has been that a good number show a higher standard of clarity and connection than their non-B Corp competitors. And some are outstandingly clear and inviting.
So what do the results of my experiment mean for you?
First it means that your B Corp values are most likely influencing you to write with more care. That’s great! But rather than assuming, why not test your writing against a recognised plain language standard? You can download the Write Plain Language Standard here for free and use it as you wish in your organisation. Quite apart from putting your writing to the test, using the Standard will help you label some of the good practices you may already have and teach you some you weren’t aware of.
For some, perhaps those creating and retailing products, the focus on plain language may be easier.
But for others, working in industries known for complex concepts and language, it will be a bigger challenge. However, if lawyers can do it, you can too, right? (Shout out to Sharesies, the Cooperative Bank, Pathfinder, KiwiBank, and others who prove you can write warmly and clearly in the financial sector too!)
What’s the deal with plain language anyway?
It’s probably pretty clear to you by now that striving to create clear, human-centred writing has many practical benefits.
When you focus on the purpose of an email, you’re more likely to get understanding and the action you’d hoped for. When you focus on what the user needs to know, and begin with action words in a set of instructions, your user is more likely to follow them. When you put just the right content in a report, and use informative headings, your reader is more likely to keep reading. When you write your terms and conditions with a reader-friendly tone, using everyday words and making key messages clear, people are more likely to feel positive about them.
And at the big-picture level, plain language is essential to a functioning democracy in which all people can access their rights and understand their obligations. Human-centred writing makes everything work better.
But here’s the most important bit for you
Actively applying the ethos and principles of plain language creates a beautiful congruence between your values and how you show up in the world. It’s about authenticity and speaking in a voice that truly reflects who you are. It’s really at the heart of being a B.
- Find out more about B Corps in Australia and New Zealand on the B Corp website
- Download the Write Plain Language Standard
- Read about the benefits of plain language
- If you’re in New Zealand, support the Plain Language Bill by making a submission
- Ask us about getting the WriteMark on your documents
Lynda Harris March 22nd, 2022
Posted In: Plain language, The WriteMark, WriteMark Plus
Tags: b corp, human-centred language, plain language, using words for good, WriteMark
Kimble Center’s healthcare form awarded ClearMark
The Kimble Center's Power of Attorney for healthcare goes to new heights | Photo by Brands&People on Unsplash
Could the Kimble Center for Legal Drafting’s Power of Attorney for healthcare win any more accolades? Turns out the answer is a definite ‘yes’.
The ClearMark Awards judged the healthcare form worthy of the award for best legal document. The ClearMarks are organised by the US Center for Plain Language and recognise the best plain language communications created by organisations in North America. The Center’s Barbra Kingsley and Alex Miranda announced the 2021 winners as part of the Access for All virtual conference in May.
The judges said about the power of attorney that:
[it] is a wonderful example of making legal text accessible.
And they went on to say:
The writers conducted several different kinds of user testing, including with health professionals and typical lay users. They also benefited from input from the Center’s international board members and PL (plain language) experts in New Zealand. The effort shines through. It’s an exemplary piece, worthy of being winner in its category.
View the list of ClearMark winners
Read about the ClearMark award in an article by Oakland County Legal News
Taking legal documents to new heights
The Kimble Center for Legal Drafting paves the way for innovative, accessible legal documents. This article on the Center’s website describes its origins and goals.
People can use the Power of Attorney document to set up a person they trust to make decisions about their healthcare if they’re not able to. The Power of Attorney is easy to understand and fill out — and it’s free to use for US citizens.
More than 1000 people have used the form since it was published.
Find out more about WriteMark Plus — the ultimate in communication excellence
Design elements guide the user through the document. Image by Gusto Design.
Anne-Marie Chisnall May 21st, 2021
Posted In: The WriteMark, WriteMark Holders, WriteMark Plus
Tags: accessibility, ClearMark, Joseph Kimble, Kimble Center for Legal Drafting, Legal documents, plain language, WriteMark, WriteMark Plus
Clarity counts when you’re accountable
Clarity counts for business growth. Image by Micheile Henderson / Unsplash licence
Clarity, honesty, and respect all add up for a long-time WriteMark holder, Kendons Chartered Accountants.
Financial agreements can be taxing, but Kendons has found a way to communicate complex topics with clarity. They recognise that having the WriteMark on several of their key business documents supports their business need for clear communication.
Kendons’ business terms and key client letters all carry the WriteMark seal of approval for clarity. And they have done since 2012.
‘We are straight up. We believe in clarity, honesty, and respect. Making a difference for our clients is our thing.’
An ongoing commitment to keeping things clear
Kendons has recently updated their business terms to include changes in legislation. They wanted to make sure that the updated documents would still meet the WriteMark Standard. The new content covers complex topics, such as anti-money laundering and non-compliance with laws and regulations.
For the Kendons team, getting to the heart of how the changes might affect their clients is important — but so is explaining the changes as clearly and concisely as possible. Kendons also decided to use the update as an opportunity to check existing text.
The result? Kendons is proud to say that their 2021 terms and key client documents continue to carry the WriteMark — the quality mark of clear communication that shows you care.
Kendons has also championed plain language over the years as a valued sponsor of New Zealand’s Plain English Awards — they’re a company that’s walking the talk and doing good!
View the register of WriteMark holders
Anne-Marie Chisnall April 19th, 2021
Posted In: The WriteMark, WriteMark Holders
Tags: accountants, accounting, clients, financial documents
Clearly, it’s still Summer
Summer KiwiSaver helps you on your financial literacy journey. Image by John Dame / Unsplash licence
Forsyth Barr continues its plain language journey with the latest update to the product disclosure statement for Summer KiwiSaver. For the sixth year in a row, Summer KiwiSaver has kept its WriteMark status by continuing to commit to clear communication.
The WriteMark Plain Language Standard shows readers that a document is easy to read and act on.
Trish Oakley, Head of Summer, explains why they’ve consistently sought the WriteMark as a hallmark of clarity for their document.
‘We want to show our commitment to plain language so that our investors can easily understand KiwiSaver, and make well-informed decisions about their investments.’
Financial documents change, but they needn’t lose clarity
When a document changes, it needs a quick check-up to make sure it still reaches the high standard demanded by the WriteMark. This time around, the updates were needed to reflect changes to legislation, tax wording, and processes.
‘Summer’s product disclosure statement is a living document’, says Trish, ‘and as it changes, we’ll continue to seek the WriteMark tick. That way, we’re supporting our investors in their financial literacy — helping them to understand the language of money.’
Clarity inspires trust
Here at WriteMark we commend providers like Forsyth Barr.
Write and WriteMark CE Lynda Harris says,
‘Information about investment affects decisions that have a far-reaching impact. Forsyth Barr has committed to clarity in a field that is known for its complexity. Their members can be confident that Forsyth Barr really does ‘walk the talk’ when it comes to putting customers’ needs first.’
Read Summer’s product disclosure statement
Read our earlier story about Summer KiwiSaver
Read Summer’s article about their commitment to clarity on their website
Find out more about getting a WriteMark assessment
Anne-Marie Chisnall April 16th, 2021
Posted In: The WriteMark, WriteMark Holders
Reaching a plain language standard helps you reach your audience
Aim high — achieving a plain language standard will help your document work for your readers
An international colleague asked us about our two plain language standards:
Is the Write Plain Language Standard the same as the criteria for assessing a document and giving it the WriteMark? Or are the Standard and the WriteMark two different and separate tools?
Here’s how the two Standards came to be, how they relate to each other, and how they’re different.
The Write Plain Language Standard is available for all to use
The 10 elements in the Write Plain Language Standard are a highly condensed version of the 28 elements in the WriteMark Plain Language Standard.
The WriteMark came first, and only documents assessed by our approved assessors can carry it. Several years later, because our clients wanted a standard they could apply themselves, we created a shortened form.
This shorter, easy-to-use standard became Write’s Short Plain English Standard. We’d customise it specially to suit our clients’ specific needs. And clients would often include their standard in their style guide.
Aim high — achieving a plain language standard will help your document work for your readers. Image by Write Limited
Eventually we made the short form (now called the Write Plain Language Standard) freely available under a Creative Commons licence. Anyone can use it to check and improve the quality of their writing.
We often use the Write Plain Language Standard as an audit tool. Our clients want to understand how their writing measures up against widely accepted plain language criteria.
Download the Plain Language Standard at the Write website
The WriteMark is a mark of document quality available by assessment
We use the WriteMark criteria when an organisation wants to show that their document has been independently assessed as meeting a very high standard of plain language. Achieving the WriteMark gives them the right to display the WriteMark logo — seen as a quality mark — on their document.
WriteMark Plus is another option we’ve recently developed. It combines the WriteMark’s elements-based assessment with document user-testing. We or another approved testing agency will test the document with readers who match the profile of the target reader.
Many clients now prefer to achieve the WriteMark Plus, which demonstrates an even greater commitment to plain language.
Read about an insurance policy that achieved the WriteMark Plus
Read about a legal document that achieved the WriteMark Plus
Get in touch if you’d like to know more about the WriteMark
Lynda Harris November 10th, 2020
Posted In: The WriteMark
Tags: industry standards, plain language, the WriteMark, Write
A plain language love story
Image by Andre Furtado / Pexels licence
We’re head-over-heels for plain language, and we’re always excited when we find others who share our passion. Take Southern Cross Travel Insurance (SCTI): we’ve just awarded the WriteMark to their new domestic travel policy.
SCTI decided the time was right to offer an insurance policy that would help New Zealanders feel safe and secure when travelling around New Zealand. The WriteMark shows that SCTI is dedicated to bringing their customers a policy that’s clear and easy to understand.
Nick Bassett, Acting Head of Sales, Product and Marketing, says they wrote the policy with their customers in mind:
We’re committed to providing our customers with excellent service, and knowing what they’re covered for when they buy their policy is incredibly important. The WriteMark stamp is an endorsement of transparency and integrity, which is why we’re so pleased to have launched our first policy document in plain language, and to have achieved this recognition.
To celebrate, we’ve created a video that showcases everything there is to love about an insurance policy with the WriteMark.
Your customers deserve a policy that understands them
Insurance should give us peace of mind because we know we have support in times of stress and uncertainty. A policy written with everyday words, short sentences, and useful headings locks in that peace of mind, because you know exactly what you’re covered for.
By writing your insurance policy in plain language, you’re showing that you care about your customers and can think from their perspective. Your transparency will help build their trust.
Learn more about writing insurance policies in plain language
Want to start your own plain language love story? Ask yourself what your reader needs from you, and make sure you deliver it in a way that’s easy to understand.
Insurance cover is complicated, and your readers will thank you for finding a way to lead them through it, without all the jargon. You’ll find lots of helpful tips in our easy-to-use checklist — the Write Plain Language Standard.
Download Write’s free Plain Language Standard
Take our Plain Language Foundations online course
Read our recent blog post on how plain language can help institutions win back trust
Find out more about getting a WriteMark assessment
Anne-Marie Chisnall September 14th, 2020
Posted In: The WriteMark, WriteMark Holders
Tags: Insurance writing, plain language, policy writing, WriteMark
Kimble Center’s Power of Attorney goes to the top of its class
Organising a power of attorney document for your healthcare means others can take care of you when you can’t. Image by Bimatshu Pyakuryal / Unsplash licence
We all hope we’ll always be able to make our own decisions about our healthcare. But what if we can’t?
The Kimble Center for Legal Drafting, based at Western Michigan University–Cooley Law School in the US, has published a new Power of Attorney document. People can use the Power of Attorney to set up someone they trust to make decisions about their healthcare if they’re not able to. What’s more, the Power of Attorney is easy to understand — and it’s free to use for US citizens.
Design elements guide the user through the document. Image by Gusto Design.
The Kimble Center’s legal team decided they wanted their new document to be top of its class. So they first asked the members of their advisory board for feedback. Then they applied for another layer of review through the WriteMark assessment process.
The WriteMark assessment considers purpose, structure, content, language, and design as part of a rigorous document analysis.
Design to support the purpose of the document
The Center engaged the team at Gusto Design to create a design that would support clarity and readability.
Annette Ellis, Creative Director at Gusto, explains:
We worked with the Kimble Center for Legal Drafting to make a complex process clear and easy to understand. The plain language used for the Power of Attorney form is visually supported using design elements that guide the user through the form, making it easy for them to understand and fill out.
Instructions are provided as shaded boxes adjacent to the form fields, providing users with additional information that helps them understand how to fill out the form correctly. This extra guidance is critical to ensure the form accurately captures their wishes.
Clear design is critical to ensure the form accurately captures the user’s wishes. Image by Gusto Design
All boxes ticked
With its plain language and simple design, the Power of Attorney for My Health Care goes to the top of its class. It meets all the elements of the WriteMark Plain Language Standard — and it’s the first document of its type to achieve the Standard.
Joseph Kimble, Distinguished Professor Emeritus at WMU–Cooley Law School, acknowledges the input from the WriteMark team:
I’m grateful for the invaluable suggestions we received from Anne-Marie Chisnall (a member of our international board of advisers) and then from the WriteMark assessment team. Those suggestions significantly improved almost every page.
And tested with users too
Since we originally published this story, researchers at Michigan State University have user-tested the Power of Attorney document. The Kimble Center applied recommendations from the user-testing report and did a little rewording and redesigning of the document. With these changes, the Power of Attorney achieved WriteMark Plus.
WriteMark Plus is awarded to documents that have reached the WriteMark Standard and that also undergo user-testing for further fine-tuning.
Find out more about WriteMark Plus — the ultimate in communication excellence
Legal documents unlike anything that the public has seen before
The Kimble Center for Legal Drafting paves the way for innovative legal documents. This article on the Center’s website describes its origins and goals.
Anne-Marie Chisnall July 31st, 2020
Posted In: The WriteMark, WriteMark Holders, WriteMark Plus
Tags: accessibility, Joseph Kimble, Kimble Center for Legal Drafting, Legal documents, plain language, the WriteMark, WriteMark Plus
Life isn’t fair — but how we act can be
The Fair Insurance Code ticks all the boxes for insurers and consumers. CC-BY-NC-ND
Fairer insurance for all New Zealanders dovetails perfectly with the WriteMark’s mission of a fairer society where everybody can get the information they need.
This week the Insurance Council of New Zealand published the Fair Insurance Code 2020. The Code helps to build trust and confidence in the insurance industry, which may lead to a fairer financial system for all of us.
The Code safeguards consumers by committing general insurers to:
- act honestly and fairly
- develop, market, and sell insurance products responsibly
- identify and address instances of poor conduct.
A fair code is a clear code
As the Code has reached a high standard for plain language, we’re pleased to say it has also earned the WriteMark. This means it has a clear purpose, structure, language, and design. Readers can understand and act on the information they need. For example, the Code tells readers at the start what to expect:
…The code describes how your relationship with your insurer should work, including what you need to tell them and how they need to respond.
The code:
- explains what the Fair Insurance Code covers and who it applies to
- describes the responsibilities you and your insurance company have
- explains what should happen when you make a claim or a complaint.
The Code uses straightforward language that talks directly to readers and is easy to understand. Sentences are short and uncomplicated. The writers have also made sure the Code is accessible for readers and speakers of other languages, and have produced a version in New Zealand Sign Language.
A financial band-aid should be fair and clear. Image by Franck V / Unsplash licence
Working together to support consumers
Minister of Commerce and Consumer Affairs Kris Faafoi describes insurance as a critical service that needs to support consumer financial resilience, and not undermine it. When insurers comply with the Code, consumers will find it easier to access financial support when the unexpected happens.
Allowing the insurance industry to self-regulate works with the law and helps to:
- put customers at the centre
- push for culture change in the industry
- set up robust internal processes.
More than the sum of its parts
The Fair Insurance Code has ticked boxes for all 28 elements of the WriteMark plain language standard. But the Code’s impact and clarity add up to a lot more than that — and that’s fair.
Watch Hon Kris Faafoi introduce the Code
Anne-Marie Chisnall April 7th, 2020
Posted In: The WriteMark, WriteMark Holders