Plain Language Desk
Finds the letter sentences that trigger calls, rewrites them plainly, proves fewer people ask.
The job
Cut the failure demand caused by official messages people cannot understand, sentence by sentence and template by template, and prove the drop comes from the wording and not a softer decision.
The moment
The housing-support rejection SMS appears as a paper page with one sentence glowing red: Application rejected for failure to meet the conditions, quoted back 1,418 times, mostly as which conditions?. It generated 4.1 follow-up calls per rejection. The rewrite, which names the missing document, cuts that to 1.3 within two weeks while appeals stay flat. The portfolio counter adds $212,000 a year in calls avoided, and the rewrite becomes the ministry's template standard.
What it does
- Draft v2 in plain language
- Legal approval
- Launch v2 as an A/B test on the sending platform
- Read it as a citizen (voice note to leaders)
- Declare the winner and update the style guide
What you see
The real letter as annotated paper with quote-back heat per sentence, a red-pen v1/v2 comparison and a calls-per-thousand verdict
What it moves
Follow-up contacts per 1,000 notices sent, and dollars saved per template and across the portfolio
Built for
- Product & digital
- Compliance, complaints & legal
- Contact-centre operations
