The Plain Language Act 2022 requires government agencies to use plain language. But plain language isn’t just for governments – it benefits individuals and organisations too.
Plain language transforms complex writing into texts that are easier for everyone. It improves access and fairness, builds trust and transparency, increases customer satisfaction and saves everyone time. But how do you do it?
Here’s a very short step-by-step plain language guide:
Start by thinking about your readers and their needs.
Then choose an effective structure and design.
Next, check your wording is familiar and simple.
Finally, test your new document with a few readers from your audience. They’ll quickly let you know if it’s working.
This might seem like a challenge, but writing in plain language and following the Plain Language Act 2022 are simple once you have a little training. And training that helps you identify what good writing looks like is more important than ever if you’re using AI. Plain English Foundation, part of Lumify Group, provides plain language training to help you write clearer policies, reports, websites, emails and anything else you need for work.
What is plain language?
According to digital.gov.nz, “Plain language means writing so people can easily understand your message. It should be:
clear – the meaning is easy to understand and is without jargon or long sentences
concise – it only includes the words and information people need
well organised – ideas are presented in a logical order
audience-focused – it’s written for real people, not institutions (human-centred).”
Plain language is not about dumbing down complex information. Rather, it is about explaining it “in a way that respects the reader’s needs, time and abilities.”
For example, instead of: “Failure to provide documentation by the deadline may impact processing.”
You can write: “Please email your documents by Friday, so we can review your application.”
Notice that the plain language alternative is much quicker and easier to understand. It also sounds more human, without losing any meaning.
Why do New Zealanders need plain language?
Around the world, governments have recognised the importance of plain language and adopted it as their default.
In New Zealand, we have the Plain Language Act 2022. It requires certain government agencies to use plain language for certain public-facing documents. Te Kawa Mataaho Public Service Commission, identifies these documents in its plain language NZ guide:
Generally speaking, these are documents written in English that set out requirements, entitlements, and educational information for the general public or groups of the public (rather than specific individuals). Documents can include websites.
Why is plain language important?
Plain language improves access and fairness.
Plain language is especially important when we consider that only 13% of adults in New Zealand “can read and understand long, detailed texts and make sense of complex information.”
When organisations use plain language, they make their content more accessible, especially for people:
with reading difficulties
who are tired, stressed, time-poor or vulnerable
who speak English as an extra language.
For example, you should always have information-rich headings that fit on one line and are visually prominent enough to read easily. This approach:
makes the content easier to see for readers with low vision
summarises the text for speakers of languages other than English, so they understand the content at a glance.
Using headings to summarise your content also saves time for all readers, even experts. In fact, research shows that even experts prefer plain language.
Plain language builds trust and transparency
Plain language is an easy way to build customer trust. Research shows that 84% of people are “more likely to trust a company that uses jargon-free language in its communications.”
Consider how these complex and plain language examples make you feel: “Three funding scenarios for 2026–2036, in synergistic alignment with our longer-term future-oriented plans, offer a wealth of flexible investment options aligned with our strategic goals, each delivering strong returns by advancing soft plastics research and global leadership.”
And think about how much more trustworthy this plain language example seems: “We have 3 funding options for 2026–36 that match our long-term plans. These options provide flexible investments that support our strategic goals and promise strong returns by promoting research on soft plastics and global leadership.”
Plain language increases customer satisfaction
When customers can easily find, understand and use your information, they’re more likely to have a positive experience. For example, Plain English Foundation found that when one of its clients implemented a plain language program, customer satisfaction increased from 62% to well over 90%.
Customer satisfaction turns into repeat business and recommendations. It’ll save you time and money too.
Plain language saves everyone’s time and resources
Clear communication means fewer misunderstandings, questions, complaints and less rework. For example, now that AI is part of how many people write, organisations need AI policies, governance frameworks and guidelines. But they only work if employees can find, understand and use the information in them. Without plain language you risk misunderstandings, mistakes, rework and people making their own rules for using AI.
When it comes to saving time and resources, the Arizona Department of Revenue translated 3 standard customer letters into plain language; customer complaints dropped by 78% (from 23,000 a year to just 5,000). Fewer complaints meant the response team can respond to customers more quickly – a win for efficiency!
Now you know the benefits of plain language, let’s consider how exactly you do it.
How do you build plain language skills for your organisation?
It takes more than a single document to build strong writing skills and a culture that values clear communication – although specialist editors can transform that tricky document for you! Plain English Foundation, part of Lumify Group, has helped organisations adopt plain language and clear communication as their default for over 20 years.
Train your teams with plain language courses
Plain English Foundation is a leader in communication training. It has trained thousands of professionals and helped hundreds of organisations turn complex information into clear, concise communication.
You can take one of Plain English Foundation’s courses through Lumify Work. Courses like Plain Language Essentials explain how to apply plain language in your workplace writing every day. The courses cover all types of documents, from reports and emails to policies, AI guidelines and briefing papers.
Bring the human back to your writing
If you’re creating or editing content with AI, it’s not going to sound like you. The AI pattern is familiar: it tends to be too long, repeat itself and sound like it’s trying too hard to be human. It might even get the facts wrong.
None of that is obvious until someone reads the output closely, which is exactly what Plain English Foundation does. Its editors will transform your AI output, so it’s clear, concise, correct and sounds like your organisation, not a chatbot.
Contact Plain English Foundation to get started
Plain language just makes sense in a world where people expect more transparency, accountability, accessibility, engagement and results. No matter what you write or who you write for, plain language helps people understand, make good decisions and act with confidence.
Want to improve your organisation’s writing? Check out Plain English Foundation’s training courses or editing services to see how clear communication can make a difference at your workplace.
