Did you know…

• An Australian private health fund changed the wording of a letter about a premium rise and saved the company $2 million in call centre costs over two years.
• A team in a US government department that handles unclaimed property rewrote 400 form letters into plain language. A year later, they had 18,000 fewer phone queries than the previous year. Staff processed more claims and also felt better about their jobs because they weren’t answering the same questions over and over.

These examples and the previous lesson were directly sourced from “Communicate Clearly – a Guide to Plain English” published by 26TEN.