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Microsoft Calls from Bangalore Plain English Action for plain English December 2010 Microsoft calls from Bangalore When Plain English Campaign received a call from the Microsoft offices in Bangalore earlier this year, we were keen to return to a country Trainees at Microsoft taking part in a Plain English course in Bangalore we have visited on many occasions since our extensive roadshow back in BBC’s longest gap between episodes 1998. the campaign and Chrissie’s fight The use of international offices for against jargon. business customer services has His trendy 70s outfit and moustache brought its own challenges to people has given way to a more classic in places like Bangalore. Despite look. John clearly remembers the some excellent English education, impact that Chrissie and the other many customer service employees campaigners had on the world of public struggle with language that is information at that time, especially their unfamiliar in their daily lives. When work in distributing tripe to the users of dealing with a worldwide audience jargon. about technical queries, especially The days of tripe distribution have when both parties have varying levels been stopped by Health and Safety of knowledge and understanding, regulations. Sadly the tripe of poor some training is needed. communications continues to be dished out by many organisations who still Sometimes the issue can be as basic use language that confuses the as using the right greeting. The impact public. of unclear communications is felt by both the employer and the customer. ‘Inside Out’ series Inside Out is due to be broadcast John Holmes (pictured above with our during prime-time television in early No-one enjoys coming to work to face founder Chrissie Maher) was the BBC 2011: Chrissie will give an update on more problems than are necessary. presenter who originally appeared the fight for clear communications and Unfamiliar language can create 27 years ago on the ‘Inside Out’ John may well sneak in a bit of tripe – problems from the first hello. programme featuring the early work of just for old times’ sake. PlainPlain EnglishEnglish Campaign Campaign - working – working for clearer for clearer communication communication POPO Box Box 3, 3, New New Mills, Mills, High High Peak, Peak, Derbyshire, Derbyshire, SK22 SK22 4QP 4QP Phone:Phone: 01663 01663 744409 744409 Fax: Fax: 01663 01663 747038 747038 Email:E-mail: [email protected] [email protected] Website:Website: www.plainenglish.co.uk www.plainenglish.co.uk Why is the US clearer Plain language action around the world about plain English? To date, the UK Parliament has failed to make the use of plain English Earlier this year Plain English But we happily acknowledge that the communications into a legal duty. In Campaign appeared on the front page coalition Government were making a 1999, Gyles Brandreth MP raised of the Wall Street Journal with Chrissie serious attempt to ‘talk the talk, walk a private members’ bill (the Plain Maher asking the question “Did jargon the walk’ and cut back – not just on Language Bill), and in 2008 Dr Nick cause the credit crunch?”. public spending but also on political Palmer MP raised another, the Small The people of America replied in gobbledygook. Print Bill. Nothing came of either bill. blogs, emails, letters and calls to the Sweden Best intentions campaign with their opinions. Sweden has had plain language After all, during the general election, Talking plain English finance legislation for over 30 years. the Liberal Democrats’ political The campaign has since seen proof of manifesto clearly proposed that the USA the public’s concern about confusing language of police paperwork be On Wednesday 13 October 2010, financial jargon, and complaints reviewed by the Law Commission President Obama signed the Plain which have resulted in practical and Plain English Campaign. David Writing Bill 2010 into law. It applies to action. Even Mervyn King, Governor Cameron made many references all federal documents such as college of the Bank of England has publicly to clear communications and plain aid applications, tax returns and announced that the bankers were at English, as he fought to push Labour veterans’ administration forms. the root of the problem with a lack out of Number 10. Gordon Brown has, of understanding in their financial on more than one occasion, attracted Australia products. the campaign’s attention. He has The Australian Parliamentary Counsel President Obama promoted Reform received a ‘Foot in Mouth’ award for Office is committed to drafting Bills in both health and finance. On his ‘endogenous growth theory’ and Australian legislation in as clear a 21 July 2010, the US Securities and ‘quantitative easing’. They were as style as possible and has produced a Exchange Commission (SEC) voted unclear as the state of affairs that the working guide on drafting approaches for a ruling that means investment new Government faces. and a plain English manual. advisers must provide clients with New Zealand information in brochures. They must Bushisms use plain English descriptions of the However, the lifetime achievement for Numerous New Zealand laws and advisers’ businesses, services and the Foot in Mouth award in 2009 was covenants imply that clear language is any conflicts of interest. given to former US President George vital in government communications, Bush for his catalogue of garbled for reasons of equity, democracy and Goldman Sachs, a market leader in language. It seems to be human nature safety. the investment industry, received a that we push things to the limit before $500 million fine in the High Court Canada coming back to plain commonsense for the misleading small print in their and plain language. Canada has also been a pioneer information to investors. This resulted at drafting laws in plain language. in Royal Bank of Scotland losses of Alberta’s Financial Services Act 1990, over £800 million. We have yet to find an MP who for instance, was written in plain disagrees that using plain language and the Government has English is beneficial to public communications. So why don’t imposed a duty to use plain language Plain english Budget speech they use it? in some financial documents. Back in the UK, we saw the Ask your MP, “Why is there no South Africa Chancellor of the Exchequer plain English act in the UK?”. South Africa’s Constitution is in plain presenting what was the most ‘plain Until we have a UK plain English language and requires plain language. English’ Budget speech for decades. act, sign our Plain English Businesses in South Africa are now We can’t comment on the accusations Charter to show your support required to use plain language when of ‘hidden’ small print that were for clear public information. dealing with consumers as part of the followed by revelations about pension www.plainenglish.co.uk/ The Consumer Protection Act. details. plainenglishcharter. 2 And what about those council ‘Welcome’ signs that greet travellers to Public spending in your local town? An article by Jasper Copping, journalist with the Telegraph, revealed that the cost of these new the public eye signs can amount to over £30,000. – “Welcome to Tower Hamlets – let’s As we hear of doom and gloom Pressure from the Government to make it happen” (£29,677) throughout public services, we want identify public savings has already to suggest a way of cutting back and led to local authorities reducing – “Proud to be part of Sandwell – Great identifying possible savings. their emphasis on plain English, as people, great place, great prospects” communication and training budgets (£20,430) Our advice is no different from over 20 managers have to make difficult years ago when we helped government – “Welcome to Oldham – many places decisions. offices cut back administration costs as one destination” (£30,000) part of the Rayner Review – “Look for We are urging councils and other - “Hyndburn - an excellent council” the waste before you make sweeping organisations who have already (£25,566) decisions”. invested in using plain English to keep their information clear and let plain Tell us about your most amusing or Just as with good copywriting, the English save words, time and money infuriating council sign– send a photo skilled eye learns to get rid of any for everyone. and your own plain English version of unnecessary words and provide the intended message. a clear message and a clear way For example, council rebranding and forward. That old saying ‘can’t see the image makeovers are unnecessary. wood for the trees’ usually means that We have to ask why these public things have become over-complicated services need a new image. The and have lost their true original public know what the council or intentions. the police are there to do, so why use clever logos and marketing For example, ‘political correctness’ bylines? Public services are not in was originally intended to acknowledge a competitive market where a new different social groups and respect Chrissie recently wrote to the Prime image might give them ‘an edge’. diversity. Taken to its extremes this Minister and the Home Secretary Local residents have no choice but has become so cumbersome that it to offer her voluntary services as to use the public services they pay has put a straitjacket on our everyday an ‘ambassador for plain English’ for, so let’s see that money spent on language. Eric Pickles MP made in Government communications in communications that will improve the headlines with his intention to rid the an attempt to cut words rather than service for the public rather than the nanny state of its PC madness and we services. We are waiting for his reply. image of the provider. support him on that.
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