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eJOURNAL volume 2, No 2 2020
Published by PLAIN, the international association
promoting plain language around the world.
Who are we? What do we want?
Margrethe Kvarenes What do our members want?
PLAIN President High on the wish list are:
Greetings from • resources on best practice
eJOURNAL Oslo, and welcome
especially to
members who have
• professional development
• regular news
joined us since the • networking opportunies.
The PLAIN e-journal is a last issue of our
publication of the Plain COVID-19
e-journal.
Language Association The survey also highlighted how the pandemic
International. It is published 1 is affecting our members’ work. You gave us
around twice a year for A new plan valuable input on how PLAIN should contribute
PLAIN members. to the global response to COVID-19. Suggestions
PLAIN’s board has been in a somewhat included publicizing the need for plain language
Editors existential state this year. 2020 marks the end
Dr. Neil James and and sharing information about best practice.
of PLAIN’s strategic plan for 2016−2020 and the
1 Preface 22
The Swedish debate on
Hannah Sapunor-Davis
PLAIN publications chair
start of a new planning cycle. We have responded with this issue of our
e-journal, which highlights case studies from
Margrethe Kvarenes COVID-19 communication Hannah Sapunor-Davis So we have been asking ourselves anew: who 9 countries around the globe. And the recent
2 Introduction
26
Amalthea Frantz
Designer
are we, and what do we want? Existential
questions indeed.
Access for All conference that we presented
with Clarity and the Center for Plain Language in
Dr. Neil James A
plain language guide to the Paul Silva, Paul Silva Design
Hannah Sapunor-Davis corona virus and COVID-19 Our plan has served us well and we have October offered even more.
Copyright
Dr Peter Arnold achieved most of our major goals. I’m Renewed focus
4 esting communication
T All articles are ©2020.
Professor John Dwyer particularly satisfied that we exceeded our
during a crisis Authors retain copyright in
diversity goal and now have more than 30% The survey responses will continue to shape our
Lodewijk van Noort 28 Surviving COVID -19 their contributions. Anyone
membership from non-English speaking new strategic plan and all of PLAIN’s activities for
as a consultant wanting to reproduce
countries. the next 5 years.
8
OVID-19 communication
C Valerie Walston an article in whole or in We aim to send you a draft of the plan before
in India part should obtain the Now, we want to set the right directions for the
30 next 5 years. To do that, we need to confirm our Christmas, along with a proposal for a new
Vijayalaxmi Hegde Interview author’s permission and membership structure. We hope that you will
Martin Cutts acknowledge PLAIN as purpose and determine our focus.
10 comment on both.
Face covering and COVID-19:
the source. Member survey
A clear message case study Together we will define the renewed directions
Roxana Venútolo Submissions As always, the answers will come from our for PLAIN in the years to come.
If you would like to submit members. Our member survey this (northern)
14
Return to sport an article or advertise in summer garnered 119 responses – close to half
Kim Palfenier future editions of the of our members. This offers us a sound mandate
PLAIN e-journal, please from members. My thanks to all who responded.
16
OVID -19 information for
C write to: publications@ The survey confirmed where our members work:
people with lower literacy plainlanguagenetwork.org
Cathy Basterfield • 51% are self-employed Margrethe Kvarenes
18 • 3
6 % are employed in larger organizations PLAIN President
ow to explain the corona
H
(public sector and private)
virus in Easy German
Simone Fass • 8
% are employed in smaller organizations
Anne Leichtfuß We would like to (public sector and private)
acknowledge PEF as • 7% are business owners.
founding sponsor of
PLAIN’s e-journal.
Plain Language Association International Plain Language Association International
Plain language and the challenges of COVID-19
Neil James and succeeded in communicating Three pieces from Sweden, Kim Palfenier outlines how We would like to thank all of the
Hannah Sapunor-Davis with its citizens about the use Germany, and Australia Canadian community sporting contributors in the issue, whose
Editors, PLAIN e-journal of face masks. In the process, highlight that for some organizations were affected by efforts in turn represent just a
it preserved an adequate people, plain language is COVID-19 and how communications fraction of the excellent work the
2020 has been a year like no supply of personal protective simply not enough. We also was included as one of the “essential plain language community is doing
other in our lifetimes. The equipment for frontline need to provide easy-to- areas” in a Return to Play Roadmap to help the world overcome the
worldwide spread of COVID-19 healthcare workers. read communications. The and in guidelines for the safe return challenges of COVID-19.
has threatened human health community sector in many to playing sport.
and fundamentally changed By contrast, Vijayalaxmi countries had to fill this gap
the way we live and work. Hegde sets out 6 ways that and develop some of the Valerie Watson reflects on the
the government of India could necessary resources. impact that COVID-19 had on her
This issue of the PLAIN journal have communicated more burgeoning plain language business
looks at the role that plain effectively with its citizens. The contributions in this in California, and how she has
language has played during This includes choosing terms issue from Cathy Basterfield, adapted to survive the pandemic.
the crisis. We have gathered 10 carefully, using plain language, Amalthea Frantz, and Simone
articles from 9 countries right fighting misinformation, and Fass and Anne Leichtfuß In the face of much public
around the globe. localizing the message. highlight how governments disinformation, immunologist
need to learn some hard professor John Dwyer and medical Neil James
The articles reflect the global
Some communities lessons from this pandemic. editor Dr Peter Arnold have is Executive
situation as it was from January to
are vulnerable been developing plain language Director of the Plain
September 2020. There have been
Our issue also highlights how The new normal continues communications to make the English Foundation in Australia. He is a
many changes, developments,
governments have fallen short While many of the case studies complex science of corona viruses past President of PLAIN, and in 2019 won
and even setbacks since then.
in communicating with some of in this issue recount what more accessible. For this issue, the Christine Mowat Award.
Nevertheless, the perspectives
their more vulnerable citizens. happened during the early they have developed a short plain
and efforts in this journal remain
Understanding COVID-19 was outbreak of the pandemic, language guide that captures what
relevant today.
difficult enough for most of others consider the continuing we currently do (and do not) know.
us, but for those without the place of clear communication
Plain language is crucial Something to celebrate
literacy skills to manage a range as the world adjusts to its
The first theme to emerge of day-to-day reading tasks, it new normal. While 2020 presented plenty
from this issue is that plain presented further risks. to challenge us, it also offered
language is more vital than something for the plain language
ever. As Lodewijk van Noort community to celebrate – the
explains: “In a crisis, there is a publication of the fifth edition of Hannah Sapunor-Davis
great temptation to develop Martin Cutts’s Oxford Guide is a freelance editor and
communications quickly, based to Plain English. English teacher, originally
on professional knowledge
First published in 1996, Martin’s from the United States,
and experience.” Yet in times of
book is a standard reference on who is based in Germany. She is currently a
crisis, it is even more important
plain English, and it has been an member of the PLAIN Board of Directors.
to develop communciations
with citizens because they inspiration to many. PLAIN decided
are the “real experts”. Lodewijk to celebrate by interviewing Martin
discusses the reflective about the milestone.
communication model used at The longevity and success of
the Municipality of The Hague. Martin’s work are a useful reminder
Another good example that despite the challenges we face,
comes from Argentina, where plain language will continue to
Roxana Venútolo outlines evolve and to influence the world
how the national government for the better.
2 | Plain Language Association International
Testing communication within one hour. Based on this, we
during a crisis
adjust the resources and develop
more effective communications. This
increases both our effectiveness and
The ombudsman had previously A reflective approach during efficiency.
found that 48% of the population COVID-19
Following are 2 examples of how this
thinks there should be better In a crisis, there is a great temptation process worked.
communication between to develop communications quickly,
government and citizens. And he 1. Busy versus crowded places
based on professional knowledge and
drew attention to the way that Figure 2: Icon for a theater before and after testing
experience. Time pressure is the most The national government indicated
unclear communication can exclude common argument for this approach. that 2 messages were extremely
people from government facilities immediately. Collaboration with our
important:
and services. But in times of crisis, it is even more adult education schools remains After working in commercial
important to adhere to 3 important 1. keep 1.5 meters distance essential. Their students represent the communication, Lodewijk van
Achieving an inclusive society principles: 2. avoid busy places. diversity in our city, and their feedback Noort realized his heart was in
is impossible without effective
1. o
rganize dialogue and develop is an invaluable addition to our own communication for a social purpose.
communication, but that calls for a Our test panel found “avoid busy
communication with target groups expertise and craftsmanship. He switched first to the Reading &
dialogue with our citizens. We might places” too complex. What exactly
Post COVID-19 expansion Writing Foundation and now to the
be communication professionals, but 2. t est all communication with the does “avoid” mean and do we all
municipality of The Hague.
they are the real experts. experts (citizens) understand the same thing by Even when COVID-19 is over, we will
“busy places”? stick with our reflective methods. In In 2017, Lodewijk received the title of
The reflective communication 3. dare to be flexible.
fact, we are expanding our testing. Dutch Ambassador Clear Language for
Lodewijk van Noort model On the advice of the test panel, we
A specially developed tool on our the Government. This resulted in the
adjusted this wording to “don’t go to
Municipality of The Hague Fifteen years ago, I started my career Daily testing with a citizen panel position of leader of the Dutch Clear
crowded places “ along with a tested municipal website will ask all residents
While contemporary government at the Dutch Reading and Writing Language Campaign (Direct Duidelijk)
The Hague has a population of image. to give feedback on our texts. We will
communication is flexible and Foundation. I met people who deal at the Ministry of the Interior and
546,335 people, of which 56% have only continue to
reflective, during a crisis there is with the negative consequences of Kingdom Relations in 2018 and 2019.
a migrant background. Fortunately, improve with that
a risk of reverting to old patterns unclear communication every day. In 2020, he was a finalist in the Dutch
the municipality of The Hague feedback.
and approaches. At the start of Their stories touched me so deeply Communication Person 2020 election.
that I started to look differently at the had already set up a successful We are also moving
the COVID-19 pandemic, the
communication profession. collaboration with a test panel to make our entire
Dutch municipality of The Hague
of language students who had a organization better
prevented this by starting a daily Instead of asking “How do we deficiency in Dutch, including: communicators
communication test panel with communicate with hard-to-reach
•n
ative Dutch speakers with low via online training
people who have reading and writing target groups?”, our starting point
literacy and webinars. This
difficulties. The result was clear should be that no one is hard
way, we will ensure
communication for all. to reach. It is we who create a •n
on-native speakers using Dutch as
plain language is
An inclusive society government that is difficult to reach, a second language. Figure 1: Keep 1.5 meters distance and don’t go to not exclusive to the
and it is we who must dare to change. Testing was originally done in crowded places.
When COVID-19 emerged in the communication
Netherlands, the Dutch national Clear communication cannot involve physical meetings. After lockdown, 2. “That woman’s face” department, but will run through the
ombudsman wrote in an urgent letter the one-way sending of messages. It we digitized this via email and online veins of every civil servant.
When restrictions started to ease in the
to the State Secretary for Internal must use a reflective model, in which meetings in collaboration with the
Netherlands, we wanted to use images
Affairs: you have a real dialogue with users, teachers. This meant we had a daily
to illustrate this clearly. But remaining
test your communications, and stay as dialogue with our test panel to
I call on you to continue to bring faithful to our method, we tested the
agile as possible. investigate the best communication
the importance of understandable icons with residents (the experts) to
The role of the communication solutions.
and accessible information to the use the best images possible.
attention of the various (local) professional is to organize that We receive advice directly from the
One icon we developed represented
government organizations and dialogue with the public (the experts) target group on strategy, channels,
the theatre. But our test panel quickly
implementing organizations in the and to develop their communication and resources. We present every
asked “What does that woman’s face
coming period. from it. communication concept to this test
mean?” The icons were changed
panel
Keynote speakers and and receive
panels their
at PLAIN 2019feedback
Conference
4 | Plain Language Association International Plain Language Association International A |
Testen van communicatie aan en creëren meer effectieve
tijdens een crisis communicatie. Zo steeg zowel onze
effectiviteit als onze efficiency.
Hier volgen twee voorbeelden
dat er beter gecommuniceerd moet In een crisis is de verleiding groot om van dit proces.
worden tussen overheid en burger. op basis van vakkennis en (eigen)
ervaring snel communicatie-uitingen 1. Drukte versus drukke plekken
En hij benadrukte hoe onduidelijke
communicatie kan leiden tot het te ontwikkelen. Vaak is tijdsdruk Vanuit het Rijk werd aangegeven
uitsluiten van mensen. het argument. dat er twee boodschappen extreem Figuur 2: Icoon voor een theater voor en na het testen
Maar juist in tijden van crisis is belangrijk waren:
De inclusieve samenleving bereiken
is onmogelijk zonder effectieve het extreem belangrijk om vast te 1. Houd 1,5 meter afstand De samenwerking met onze
communicatie en vraagt om dialoog blijven houden aan drie belangrijke 2. Vermijd drukte lokale volwasseneneducatie Nadat hij in de commerciële
met de burger. Wij zijn de dan wel de uitgangspunten: blijft essentieel. Hun cursisten communicatie had gewerkt,
Voor ons testpanel zat de
communicatieprofessionals. Zij zijn 1. D
ialoog organiseren en vertegenwoordigen de diversiteit realiseerde Lodewijk van Noort zich
ingewikkeldheid vooral in ‘vermijd
de echte experts. communicatie samen met in onze stad en hun feedback is een dat zijn hart bij communicatie met een
drukte’. Want wat is ‘vermijden’
doelgroepen ontwikkelen waardevolle aanvulling op onze sociaal doel lag. Hij ging werken bij
Het reflectieve precies en verstaan we allemaal wel
eigen expertise en vakmanschap. Stichting Lezen & Schrijven en werkt
communicatiemodel 2. A
lle communicatie-uitingen testen hetzelfde onder ‘drukte’?
nu bij de gemeente Den Haag.
Vijftien jaar geleden werkte ik bij met de experts (burgers). Op advies van het testpanel pasten Werkwijze na COVID-19
In 2017 ontving Lodewijk de titel
Stichting Lezen & Schrijven. Ik kwam 3. Flexibel durven zijn. Als de pandemie
Lodewijk van Noort Ambassadeur Heldere Taal binnen
daar in contact met mensen die Dagelijks testen met een voorbij is, blijven
Gemeente Den Haag de Overheid. Dit resulteerde in
dagelijks te maken hebben met de burgerpanel we trouw aan 2018 en 2019 in de positie van
Moderne overheidscommunicatie negatieve gevolgen van onduidelijke onze reflectieve
De gemeente Den Haag heeft campagneleider voor de landelijke
verloopt volgens een reflectief en communicatie. Hun verhalen raakten methode.
546.335 inwoners, waarvan 55,7% Direct Duidelijk-campagne bij het
flexibel proces. Ten tijde van een crisis mij zo diep, dat ik vanaf dat moment Sterker nog,
met een migratieachtergrond. Ministerie van Binnenlandse Zaken
bestaat het gevaar terug te vallen heel anders ben gaan kijken naar mijn we breiden het
Gelukkig had de stad al een en Koninkrijksrelaties. In 2020 werd
op oude patronen. De Nederlandse vakgebied. testen uit. Via
succesvolle samenwerking met hij daarmee finalist in de verkiezing
gemeente Den Haag voorkwam dat een speciaal
De vraag moet niet zijn “Hoe bereik een testpanel van taalcursisten, dat Communicatieman/vrouw 2020.
door vanaf de Corona-uitbraak een ontwikkelde
dagelijks testpanel te starten met ik moeilijk bereikbare doelgroepen?”. bestaat uit:
tool onze
mensen die moeite hebben met taal. Het uitgangspunt is: Er zijn geen •A
utochtone Nederlanders
Figuur 1: Houd 1,5 meter afstand & ga niet naar gemeentelijke
Resultaat: begrijpelijke voorlichting moeilijk bereikbare doelgroepen. doe moeite hebben met taal
drukke plekken. website gaan we
voor iedereen. Wij creëren een moeilijk bereikbare (laaggeletterden) alle bewoners
overheid en wij moeten dat zelf wij dat aan in ‘Ga niet naar drukke
Een inclusieve maatschappij •M
ensen met Nederlands als tweede actief vragen om feedback te geven
durven te veranderen. plekken’ met een bijbehorend en
taal (anderstaligen) op onze teksten. Met die feedback
Na de uitbraak van Corona in Communicatie is niet het getest beeld. gaan we nog verder verbeteren.
Nederland schreef de Nederlandse eendimensionaal zenden van Het testen gebeurde altijd in fysieke
nationale ombudsman een bijeenkomsten. Sinds de lockdown, 2. “Dat vrouwengezicht” We blijven ook onze eigen
boodschappen. Communicatie
brandbrief aan de staatssecretaris van hebben we dat in samenwerking Toen in Nederland steeds meer organisatie communicatiever
werkt volgens een reflectief model,
Binnenlandse Zaken: met de docenten gedigitaliseerd zaken versoepeld werden, wilden maken door het aanbieden van
waarin je een echte dialoog voert met
via e-mail en online vergaderen. Zo we dat overzichtelijk in beeld online training en webinars. Zo
“Ik roep u op het belang van burgers, blijft testen en zo wendbaar
kunnen we dagelijks in dialoog met laten zien. Ook daarbij bleven we zorgen we ervoor dat heldere
begrijpelijke en toegankelijke mogelijk bent.
ons testpanel kijken naar de beste trouw aan onze werkwijze en lieten communicatie niet het exclusieve
informatie de komende periode De rol van de communicatieprofessional communicatieve oplossingen. bewoners meedenken en adviseren terrein is van de afdeling
onder de aandacht te blijven is het organiseren van de dialoog over de juiste beelden. communicatie en het straks door de
brengen van de verschillende met de ontvangers (experts) en We krijgen direct van de doelgroep
aderen van elke ambtenaar stroomt.
(lokale) overheidsorganisaties en vanuit daar heldere communicatie te advies over strategie, kanalen en Een icoon dat we ontwikkelde
uitvoeringsorganisaties.” ontwikkelen. middelen. Elke concept-uiting leggen stelde een theater voor. Maar ons
De ombudsman toonde eerder al aan we voor aan dit testpanel. Binnen een testpanel vroeg meteen “Wat
Een reflectieve aanpak tijdens uur krijgen we hun feedback. Aan de betekent dat vrouwengezicht?”
dat 48% van de Nederlanders vindt COVID-19 hand daarvan passen we de middelen Daarop zijn de iconen direct
aangepast.
6 | Plain Language Association International Plain Language Association International
COVID-19 communication Then something inexplicable would risk infection, leading to the Vijayalaxmi Hegde started out as
in India happened with the government’s daily
press briefings. Initially, these were
probability of mass outbreaks from that
source alone.
a journalist in 2002 but moved onto
writing and editing in plain language.
held in English and Hindi, but suddenly 6. Fighting misinformation She has simplified the legalese
switched to pristine Hindi. language of one of India’s top private
While accurate information has banks and re-designed its forms to
Not only do many Indians not speak been hard to come by, there is no
Hindi as their first language, but even make them customer-friendly. She has
dearth of fake news. This ranges also created content for companies
those who do find it hard to understand from propagating superstitions and
technical Hindi terms in healthcare and in the translation and localization
scaremongering to the furthering of industry for over a decade. Vijayalaxmi
epidemiology. personal political agendas. is a zero-waste practitioner and lives in
A critical lesson the government needs For example, Prime Minister Modi asked southern India with her husband and
to learn from COVID-19 is to recognize people to stay home on janata (public) two daughters.
the linguistic rights of Indian citizens curfew day and show appreciation to
and to invest in translation. essential services workers by clapping
Of course, before you can translate into at 5 pm. A message then went viral
another language, you first need to on WhatsApp claiming this was being
edit the government-speak into plain done so the the government could
language. We should not be using a spray medicine that would kill the virus.
A typical Indian queue. Image source. Sanskrit-derived, hard-to-understand The message suggested that life would
Vijayalaxmi Hegde
Plain language writer and editor word when Indian languages have their return to normal the very next day.
2. Communicating clearly 3. Informing the public own everyday terms.
How well is India communicating It can’t get more dangerous than this.
from the top It’s also not clear in India which of
to its citizens about the COVID-19 5. Localizing the message The prime minister could have simply
Our leaders also need to get to the the government’s health sites is the thanked essential services workers
pandemic? This article outlines 6 ways Health advice also needs to be localized
point quickly when they speak to place to go for COVID-19 information. himself and focused on what was more
the Indian government to India’s reality.
the public. During the first months of Instead, it’s spread between the health relevant to public health.
must improve. In one of the government’s frequently
the pandemic, Indian prime minister ministry website, MyGov.in, National
1. Choosing terms carefully broadcast messages on how to prevent Effective communication during a
Narendra Modi spoke a few times on Health Portal, Aarogya Setu app, and
the spread of COVID-19, the popular disaster is as much a governance
COVID-19 quickly generated a barrage television about the impending crisis. others. Each do different things, and
movie actor Amitabh Bachchan talks issue as it is a health issue. By not
of new words and phrases around the In his first speech on COVID-19, he took none covers everything the public
about using tissues when you sneeze communicating clearly and simply, the
world, but some of them are not clear a full minute to even mention the virus. needs to know.
or cough. Apparently, this was adapted Indian government has failed. We must
in every culture. By contrast, German chancellor Angela In the early days of the pandemic,
from international advice. But how use plain language in all the languages
For example, the concept of “social Merkel mentioned COVID-19 right people didn’t even know what a of India if we are to win against
many people in India actually use a
distancing” can be hard to understand away in her speech. Her address was lockdown was, let alone how to cope COVID-19.
tissue?
in a country such as India, where a less than half the length of Modi’s, and with it. The government sites simply
typical queue looks more like a flower in simple language she made it clear didn’t explain how we should respond. Most people in this country use a cloth
than a straight line. Clear, detailed that “Es ist ernst” (this is serious). napkin or handkerchief when they
4. Using the people’s language
instructions are essential to explain have a cold or a cough. Of course, it
People in India would have liked to Further, none of these health portals is
how to keep the right distance – would have to be followed up with
know more from Prime Minister Modi available in all 22 official languages of
whether buying groceries in a bazaar instructions on carefully handling and
about how the government was India. And on those that do offer Indian
or interacting with neighbours and washing the used cloth.
preparing to prevent the spread of the languages, the translation is frequently
friends. disease and to provide support. Modi’s Let’s also remember that waste
only one-click deep. This means that
Many Indians would assume that speeches were widely watched, but management workers in India often
after the first click on the Hindi or Tamil
“social” distancing means they do not they were mostly rambling affairs and work with no protective gear. So, if the
version of the website, the information
need to observe precautions with the lacked detail. urban masses used and disposed of
is only in English.
people they know and trust. In our tissues by the kilograms, these workers
culture, the words “physical distancing”
may have made it clearer.
8 | Plain Language Association International
Face covering and COVID-19: A prevent transmission of COVID-19
to medical personnel not in
While the global effort to develop a
vaccine continues, social distancing
Sources
clear message case study situations of high risk and face masks have proved to be
Argentina.gob.ar. “Uso del barbijo
casero”. https://www.argentina.gob.
the best ways to avoid infection. ar/coronavirus/barbijo (accessed July
• N95 respirators are essential for Argentina is still struggling with the
health care workers involved in 28, 2020).
So the government needed to send recommended by the Argentinian disease. Across the country we are in
procedures that may generate different stages of quarantine and we Telam.com.ar “El uso obligatorio del
a clear message about the different Ministry of Health, the World Health
aerosols during clinical care of must follow the government’s health tapabocas se extiende a casi todo el
types of protective masks and who Organization, and the Centers for
COVID-19 patients. measures to win this battle. país”
should use them. Disease Control and Prevention.
Why was it effective? While there have been triumphs and https://www.telam.com.ar/
In a bid to reserve surgical masks for At the same time, the authorities
those who most need them – health urged the public not to use medical The Argentinian government’s mistakes since the first COVID-19 notas/202004/451788-barbijos-
workers – Argentinian authorities masks and N95 respirators, as campaign about masks followed case was diagnosed in Argentina in tapabocas-uso-obligatorio-
recommended face coverings for the these were essential for health most principles of effective March 2020, clear communication coronavirus-provincias-argentina.
public. It later made this compulsory care providers and those caring for communication. The advice was: has played a vital role in dealing with html (accessed July 30, 2020)
in all public spaces in many parts of COVID-19 patients. The Government the pandemic.
• accessible – through effective Agencia Nacional de Discapacidad.
the country. of the Autonomous City of Buenos
media channels (2020, April 1) USO DE BARBIJOS
Roxana Venútolo Aires even banned the sale of N95
How did the government respond? O TAPABOCAS. https://youtu.be/
respirators to anyone who was not a • actionable – easy to adopt in Roxana Venútolo is a certified
Since early April 2020, there has been vT2RMmQzHqQ (accessed July 30,
The government launched a health worker. translator in English and Spanish
considerable debate in Argentina practice 2020)
media campaign on how to make specializing in the legal, medical,
over the use of face masks to protect homemade masks and use them What was the government’s • relevant – appropriate to the educational, business and renewable Centers for Disease Control and
against COVID-19. This article outlines safely to stop transmission of clear message? current situation and health risks energy fields. She is an expert Prevention. “Strategies for Optimizing
how the Argentinian government respiratory droplets caused by The message was clear: if a health translator and interpreter for the the Supply of Facemasks” https://
used plain language to communicate coughing, sneezing, or speaking. • understandable – using clear
worker catches the virus, they must National Judicial Branch. www.cdc.gov/coronavirus/2019-
clearly about what the public should language.
stop working to recover. Our doctors, ncov/hcp/ppe-strategy/face-masks.
do for their own benefit. The table below shows the key Roxana is registered with the
nurses, and carers risk their lives daily. In an era of information overload, html (accessed July 30, 2020)
information: Certified Translators Association of
Why did the government act? So we must protect them by ensuring government communication the City of Buenos Aires (CTPCBA)
The campaign stressed how there are enough surgical masks for must raise individual awareness,
Experts at the time did not and the Argentine Association of
sustainable face coverings were, them to continue looking after us. reassure the community, and foster
recommend that everybody wore Translators and Interpreters (AATI).
surgical masks. If everyone had done given they are reusable, economical, The recommendation also pointed cooperation. The government’s Since 2016, she has collaborated with
so, health workers could have run out and reduce environmental waste. out that: response on face coverings the Legal Area and Expert Translator
of supplies of protective equipment. And it continued advising people to considered the needs of the target Commissions of the CTPCBA. Roxana
follow other precautionary measures • surgical masks are adequate to audience and used best practice has also published articles on legal
techniques to meet its goals. translation for the CTPCBA and
Erreius magazines, and in 2018 she
PROPER USE OF FACE COVERINGS How well did it work?
was a speaker at the IX Translators
The preventive measures were Conference of the Argentine
DO DON´T
generally successful. People wore Federation of Translators (FAT).
Wash your hands before putting it on Put it around your neck or your forehead face coverings for everyday life, which
Cover your nose, mouth, and chin Reuse if it is moist, dirty, or damaged in turn ensured an adequate supply
Touch it, and if you do, wash your hands or use hand sanitizer to of personal protective equipment for
Adjust it to fit your face frontline workers.
disinfect them
Make sure you can breathe easily Use it on children under 2 years
Place it on anyone unable to remove it without assistance or anyone
Wash it after use
who has trouble breathing
10 | Plain Language Association International Plain Language Association International
Cubrebocas y COVID-19: estudio • los respiradores N95 son esenciales
para los trabajadores de la salud
vacuna contra la COVID-19, hasta el
momento el distanciamiento social y los
Sources
de caso del lenguaje claro involucrados en procedimientos que cubrebocas o barbijos demostraron ser la
Argentina.gob.ar. “Uso del barbijo casero”.
https://www.argentina.gob.ar/
puedan generar diversos aerosoles mejor manera de evitar el contagio entre coronavirus/barbijo (accessed July 28,
durante el control clínico de pacientes humanos. 2020).
Por esto, el Gobierno decidió emitir un Organización Mundial de la Salud (OMS) y
con cuadro de COVID-19 positivo. Hoy en día, Argentina pelea
mensaje claro sobre los distintos tipos de los Centros para el Control y Prevención de Telam.com.ar “El uso obligatorio del
mascarillas de protección y sobre quiénes las Enfermedades (CDC). ¿Por qué fue una comunicación incansablemente contra la COVID-19. tapabocas se extiende a casi todo el país”
debían utilizarlas. efectiva? Los argentinos enfrentan distintas
Asimismo, las autoridades del país https://www.telam.com.ar/
El Gobierno de Argentina utilizó en la etapas de cuarentena a lo largo del país,
En un intento por resguardar los barbijos divulgaron un mensaje dirigido a los notas/202004/451788-barbijos-
campaña la mayoría de los principios y deben respetar las medidas sanitarias
quirúrgicos para quienes más lo necesitan, argentinos con el objetivo de evitar el uso tapabocas-uso-obligatorio-
de una comunicación efectiva. De esta dispuestas por el gobierno para ganar
es decir, los trabajadores de la salud, las de barbijos quirúrgicos y de respiradores coronavirus-provincias-argentina.
manera, sus anuncios fueron: esta batalla.
autoridades del país recomendaron el uso N95. Estos son recomendados para el html (accessed July 30, 2020)
de cubrebocas para el público en general. uso del personal médico en general y • accesibles (a través de canales de Desde aquel primer caso de coronavirus
Agencia Nacional de Discapacidad. (2020,
Más tarde, su uso se volvería obligatorio para quienes cuidan a pacientes con comunicación efectivos); en Argentina en marzo de 2020;
April 1) USO DE BARBIJOS O TAPABOCAS.
en todos los espacios públicos de diagnóstico positivo para COVID-19. existieron aciertos y errores; pero debe
• realizables (diseñados para una sencilla https://youtu.be/vT2RMmQzHqQ
muchas partes del país. Además, el jefe de Gobierno de la Ciudad destacarse el papel primordial de una
adopción e implementación); (accessed July 30, 2020)
Autónoma de Buenos Aires prohibió la buena comunicación para enfrentar la
¿Qué medidas se tomaron? Centers for Disease Control and
Roxana Venútolo venta de respiradores N95 a toda persona • relevantes (apropiados para el pandemia.
El Gobierno argentino lanzó una campaña escenario actual y el riesgo de salud Prevention. “Strategies for Optimizing
Desde inicios de abril en Argentina, que no sea trabajador de la salud.
de concientización mediática. Se trató involucrado) the Supply of Facemasks” https://www.
se produjo un debate sobre el uso del ¿Cuál fue el mensaje claro del Roxana Venútolo cdc.gov/coronavirus/2019-ncov/
de cómo hacer cubrebocas caseros
cubrebocas como medio de protección Gobierno? • entendibles (uso de palabras claras).
y cómo usarlos de forma segura para Traductora Pública matriculada en el hcp/ppe-strategy/face-masks.html
frente al coronavirus. En este artículo, se Como vivimos en una era de (accessed July 30, 2020)
prevenir que las gotitas respiratorias El mensaje fue claro: si una persona de Colegio de Traductores Públicos de la
describe cómo el Gobierno argentino usó sobreinformación es imprescindible que
producidas al toser, estornudar o hablar los equipos de salud se enferma con el Ciudad de Buenos Aires (CTPCBA) y en la
lenguaje claro para comunicar de manera las comunicaciones gubernamentales de
sean alcanzadas e inhaladas por otros. virus tiene que dejar de trabajar para Asociación Argentina de Traductores e
transparente las medidas que debía tomar un país generen consciencia individual,
En el siguiente cuadro se presenta la recuperarse. Los médicos, enfermeras y Intérpretes (AATI).
la ciudadanía para su propio beneficio. brinden seguridad a las personas y
información clave al respecto: cuidadores arriesgan sus vidas a diario y,
Traductora pública y literaria de idioma
¿Por qué el Gobierno tomó por eso, debemos protegerlos y proveerles fomenten la cooperación ciudadana.
Esta campaña puso énfasis en los inglés especializada en el área legal,
medidas? las protecciones adecuadas para que Por esto, la estrategia del gobierno en
beneficios sustentables de los cubrebocas, cuanto al uso de cubrebocas incluyó médica, educativa, laboral y de energías
En un principio, los expertos no puedan seguir cuidando de nosotros.
ya que son reutilizables, económicos y su una comunicación con base en las renovables. Perito Traductora e Intérprete
recomendaban que todas las personas La comunicación oficial precisó que: en el Poder Judicial de la Nación. Desde
uso disminuye la generación de desechos necesidades del público destinatario, a
usen barbijos. Si lo hacían, existía la el año 2016, Roxana colabora con las
ambientales. También, se continuó con • los barbijos quirúrgicos son suficientes través de un conjunto de prácticas para
posibilidad de que los trabajadores de la Comisiones de Área Temática Jurídica y
la recomendación general de aplicar las para prevenir la transmisión de COVID-19 alcanzar estos objetivos.
salud se vieran desabastecidos debido de Labor Pericial del CTPCBA. También,
medidas de prevención recomendadas al personal médico que no se encuentra
a la escasez de equipos de protección. ¿Cómo bien funcionó? escribió artículos sobre temas de
por el Ministerio de Salud argentino, la en situación de alto riesgo.
En términos generales, las medidas traducción jurídica para la revista del
preventivas fueron exitosas. Las personas CTPCBA y la revista jurídica Erreius. En
USO CORRECTO DEL CUBREBOCA
adoptaron el uso de los cubrebocas 2018, participó como oradora en las IX
SI NO en su vida cotidiana. Eso llevó a que Jornadas de Traductores de la Federación
Lavarse las manos antes de colocarlo Colocarlo alrededor del cuello o en la frente existiera un abastecimiento adecuado de Argentina de Traductores (FAT).
equipos de protección personal para los
Cubrir la nariz, boca y mentón. Reutilizarlo si está húmedo, sucio o dañado
trabajadores de la primera línea frente al
Tocarlo, si lo hace, lavarse las manos o usar desinfectante coronavirus.
Ajustarlo a la cara
Si bien alrededor del mundo se observan
Asegurarse de que permita una respiración Colocarlo a niños menores de 2 años grandes esfuerzos para desarrollar la
adecuada
Colocarlo a personas con dificultades para retirárselo por sí mismos o
Lavar luego de su uso
que padezcan problemas respiratorios.
12 | Plain Language Association International
Return to sport
Sports world In Canada, the organizations Sport My hometown sports community as in “wear a mask, stay two meters via email, posters, newspapers,
After initial restrictions, the for Life and Sport Calgary surveyed leapt into action to prevent apart, wash your hands.” This change television, videos, bulletins, and
staggered return to sport and sports associations during the becoming a negative statistic. proved to be more helpful because it social media. Whichever type is used,
recreation is helping us adjust to first few months of our lockdown. Plain language leadership made the required actions clear. making it short, plain and simple will
the new normal. Both professional Its research about the impact of The same happened with remain essential.
Kim Palfenier COVID-19 on sports and recreation Predicting the need for support, the
InWord INQ and amateur sports participation Ottawa Sports Council produced communications sent from
is returning, albeit with many was sobering. governing sports organizations
We might argue that the an excellent resource, dubbed Kim Palfenier is a freelance writer,
constraints and a lot of trepidation. The research found that amateur the Return to Play Roadmap. This across Canada. editor and facilitator with more years
need for efficient, clear sports activity in Calgary is worth
communications is ever-present. For sports organizers, this has been identifies 7 areas for a safe return to Early on in lockdown, the British of experience in sport and recreation
particularly challenging. While CAD$1.2 billion annually and sport and recreation: Columbia government issued than she likes to admit. Admittedly,
But in a time of COVID-19, amateur sport supports over 2%
language that is clear enough for sports professionals face high-level 1. Sport-specific guidelines the 4 phases of its restart plan. she enjoys the wisdom and foresight
demands, they also have the staff of Calgary’s employment. Facing The provincial sport organization, those years of dedication have
everyone is more critical than ever. extended restrictions, only half of 2. Risk assessment
to support them. Amateur and ViaSport, aligned with those phases provided. Look more closely and
This article outlines a few of the community groups are run mainly all sports organizations felt they 3. Risk management & legal and translated the definitions into you might detect the wry smile of
communication challenges that by volunteers, and they have found could sustain operations for up guidelines for a safe return to sport. someone who knows which battles
COVID-19 presented for the 4. Health and safety measures
the demands daunting and, in to 6 months without assistance. The trickle-down leadership to local to pick!
Canadian sports sector. I suspect Yet many were not eligible for 5. Physical environment
some cases, debilitating. community sports groups worked Kim lives in the Kootenay mountain
our experience was typical for emergency economic measures. 6. Sustainability and affordability relatively well – albeit slowly.
sports around the globe. It quickly The requirements, costs, and region of BC, Canada with her
messages about COVID-safe These results motivated 7. Communications. Hiccups occurred when the nature husband, chickens, and the
became clear that knowing what communities to take preventative
your readers need meant looking protocols are not apparent at first, Although communication was one of various sports demanded occasional visiting grizzly bear.
but they quickly add up. The table action. One in three Canadian different restart plans. Outdoor
at a much bigger picture. of the essential areas, many facility
below shows some examples of sport and recreation groups faced sports versus indoor sports and
operators admit that it receives the
what we all faced. closing within 6 months if they did contact versus non-contact activities
least attention. That is not completely
not receive financial help. caused variations of protocols
surprising given the high stakes of
other areas in the mix. and considerations. Parents and
participants had many questions,
Requirement Impact The irony is, with all that needs
and (at first) the answers were hard
considering and sharing, clear
Cleaning protocols Ample cleaning, signage, and Gymnastic clubs spend more time to find.
messaging is the best way through
announcements about new rules cleaning equipment than running the confusion. It is time we Continuing engagement
and restrictions. their programs. acknowledged that communication Today, organizers are still doing their
Mandatory reduced Swim clubs are allowed half the Increased fees and limited plays a crucial guiding role and not best to keep up with challenging
participation number of participants in a lane participation. just a supporting role. demands. Informing participants and
but incur the same cost. Vital communications parents of the organization’s plans
Liability Insurance companies refuse to Many verbal and written and efforts will continue to be crucial
The initial COVID-19 messages were
add or cover COVID-19 in existing announcements to volunteers to maintain the confidence and
a hurried response to an immediate
sports club insurance. about personal liability. longevity of a program.
need. Fortunately, negative
Return to Sport plans All sports clubs must write Return Without staff or resources, clubs instructions such as “Don’t touch In the end, a multimedia approach
to Sport plans for their governing face extra costs hiring someone to your face, don’t get too close” quickly will reach as many people as needed.
body to approve. write plans. turned into affirmative instructions, Clear messaging will necessary
14 | Plain Language Association International Plain Language Association International
COVID-19 information for people
with lower literacy
obligation under Article 21. And the Because of the risk this posed, Access The wide reach of our resources • International Society of Of course, Australia is not alone in
percentage of the population that Easy English decided to create its Since we created them, our resources Augmentative and Alternative breaching these obligations. There
faces literacy challenges is larger than own Easy English information about have been shared widely on many Communication (ISAAC) remains significant work to be done
many realize. COVID-19. We have needed to keep state, national, and international • Royal College of Speech Language internationally to make COVID-19
In Australia, for example, 44% of the doing this because: websites. This also shows that Pathologist content accessible for those that
adult population (16-65 years) do not 1. G
overnment content is still only Easy English is relevant to far more need it.
The need for further resources
have the literacy skills to manage a available in forms that are too communities than many people
range of day-to-day reading tasks. In complex for many people. believe. Those sharing our resources Despite the wide distribution of
these documents, much COVID-19 Cathy Basterfield is an experienced
2013, this was 7.3 million Australian 2. T here is a significant delay in include: speech pathologist with 32 years
adults – a figure that did not include information is still not available in
making information available on • Australian Federation of Disability accessible formats. Topics that need working with people with complex
Aboriginal and Torres Strait Islander government websites. Organisations communication needs. For almost
people, nor people in institutions. The to be covered as a priority include:
3. T he government is not publishing • Australian Study of Intellectual 20 years, she has been building
Australian figures are similar to those • financial grants from national and awareness and developing Easy
of other countries: information on some topics. Disability (Intellectual Disability state governments
Australia. Volume 41, Issue 2, June English. Cathy was involved in
• Norway (43%) 4. T here is no information on the • extensions to government developing the first guidelines for
changes to rules in different states. 2020)
• Sweden (42%) financial support writing Easy English in Australia.
5. T he increased traffic to our website • Community Connective She has published in a number
Cathy Basterfield • Canada (49%) • local council services
shows we are meeting an ongoing • Ethnic Council of Victoria Health of journals on Easy English and
peech Pathologist, Access
S • rebates and rules for tenants
• United Kingdom (50%) need. Translations regularly presents at the PLAIN
Easy English
In some countries, the percentage is 6. Disability advocacy groups report • Speech Pathology Australia (more • obligations for banks regarding conferences.
The United Nations Convention on home loans
even higher: that people are asking for Easy than 22,000 hits to the page with Based in Melbourne, Cathy owns
the Rights of Persons with a Disability
• Germany (52%) English content. Easy English content) • where to find local testing places and operates Access Easy English.
(UNCRPD) was ratified in 2006. Article
By August 2020, we had produced • Humans Like Us (Migrant and • fines for breaking the emergency She works across all states in
21 of the Convention recognizes • United States (52%)
117 COVID-19 documents in Easy refugee communities) rules. Australia helping government and
that people with a disability need to
• Spain (67%) English. This included: non-government agencies and
have access to the information they • Ideas. A disability information and Another problem is that none of the
• Italy (70%). businesses with Easy English.
need in a form they can understand •3
5 fact sheets and posters based resource hub (10,472 hits between resources are available in print. It is
and meaningfully use – and in the To meet the needs of these on content from the Australian March and August) too often assumed that everyone
same timeframe as the rest of the populations, even plain language is government has access to a computer and the
• T asmania Council of Social Security
community. not enough. Information needs to be internet, and has the digital literacy
•4
posters and 3 fact sheets based on (TasCOSS)
This essay outlines how Australian available in easy-to-read versions such WHO information skills to find information on websites.
as Easy English. • Universal Design Australia Yet we know that literacy and digital
authorities fared in meeting these
•8
2 fact sheets and posters covering International organisations literacy present enormous barriers
obligations when providing COVID-19 Meeting the demand in Australia state-government content ranging have also made them available, for access to information.
information, and how a small
When COVID-19 emerged in March from rule changes and hotspots to including:
organization has filled some of the Meeting international obligations
2020, the first changes implemented border closures and major sport.
gaps. • International Association on the
were at a national level. The website To put these numbers in context, our The pandemic has highlighted that
The scale of the problem of the Australian Health Department Scientific Study of Intellectual governments in Australia need a
eventual 124 documents compares to and Developmental Disabilities
When a country that is a signatory published some press releases and just 25 documents that the Australian well-established process to create
fact sheets. Initially there was nothing (IASSIDD) content that is evidence-based and
to UNCRPD only provides written Government and state governments
information in complex (or even for those with lower literacy. combined published for people with best practice Easy English. Only then
plain) language, it is not meeting its lower literacy. will Australia meet its obligations
under Article 21 of the UNCRPD.
16 | Plain Language Association International Plain Language Association International18 | Plain Language Association International Plain Language Association International
7 20 | Plain Language Association International Plain Language Association International A |
The Swedish debate on
COVID-19 communication
Arabic and Tigrinya, and its viewer ratings A blog post and easy-to-read have continued to play an important miss something important. Sometimes
doubled in March. Swedish role, sometimes in cooperation with the she asked for help from people who spoke
agencies. Swedish as their first language, but they
Focus on the Somali Swedes In mid-March, Språkkonsulterna received
The need for simpler language didn’t understand all the words either.
Then in the last week of March, one news an assignment. A municipality wanted an
easy-to-read text about the virus for people Of course, providing simple and clear Simple texts about some topics (such as
story drew much attention in the Swedish
with intellectual disabilities. Urgently. They information at the start of a global crisis hand washing) are now everywhere. But
media: out of the 15 people who died from
enclosed a text that was already easy to isn’t easy. But it is remarkable that agencies beyond that, the difficulty level rises steeply.
COVID-19 in Stockholm County, 6 were
read. This came from a blog that a well- did not reach out to people in different Many people, especially those who speak a
Somali Swedes.
known writer and Swedish teacher created. languages or in easy-to-read Swedish. different first language, would still benefit
Doctors who came from Somalia spoke out. from clearer information in easy-to-read
The blogger later told us that she wrote Even after that first month, not everyone
Lisa Del Papa (English translator)
One argued that at the start of the crisis, Swedish.
the post because teachers working in the is a copywriter, editor, and translator
there was a lack of official information in who needed information was getting it. For
Swedish for Immigrants program were who has worked as a consultant for
the Somali language. She also raised the example, a study led by Uppsala University
Språkkonsulterna for nearly ten years. She
question of word choice in Swedish: “What complaining government agencies did in Spring 2020 showed that Stockholm Amalthea Frantz has a background
not have easy-to-read virus information. holds a B.A. in English from Connecticut
does it mean to ‘protect the elderly’? she County municipalities needed to improve in journalism and publishing. In 2014, she
Schools, libraries and municipalities linked College and an M.A. in Italian from the
asked. “For us, it might mean ‘take care of information for children and young people. started working with easy-to-read Swedish
Amalthea Frantz University of California at Berkeley. Since
our elderly, be there for them’. “ to the post (or just copied it). at the Swedish Centre for Easy-to-Read
Easy-to-read expert, Språkkonsulterna During that time, Språkkonsulterna 2012, she has run Opus Language Services,
Blog readers were soon asking for updates. and in 2015 with the Swedish Agency for
At the same time, the doctor noted that interviewed people about another a company that helps Swedish businesses
In the spring of 2020, debate in Sweden Accessible Media (MTM). Today she is a
the main causes of infection in vulnerable This was a strange situation for the blogger, municipality’s communications.
about COVID-19 communications focused and government to communicate more
because she had no official role. “It shows consultant at Språkkonsulterna, and often
areas were overcrowding and poorer public An employee with a non-European effectively in English. Lisa translated this
on making information available in works with government agencies and
health more than unclear communication. you how few other easy-to-read sources background told us she had received emails
languages other than Swedish. A lack of article.
there were,” she said. “People treated municipalities.
with COVID-19 information almost every
information in easy-to-read Swedish did Living conditions versus
my blog post like it was government day. The emails were long and the language
not receive much attention at all. This article language
information.” was hard to grasp. She started reading
outlines how media coverage and an easy- A month later, the newspaper Dagens
The role of government agencies them in her spare time so she wouldn’t
to-read blog post prompted agencies to fill Nyheter interviewed people who lived
the gap. or worked in the Järva district. This also In Sweden, communication about the virus
Languages other than Swedish found that language was not the main has mainly been managed by government
issue. One person interviewed agreed that agencies, in particular the Swedish Public
As COVID-19 started to spread through
the available information was not clear, Health Agency. The media then tried to
Sweden in early March 2020, the healthcare
but the real problem was how to act on it: interpret their often opaque statements.
system noted that a large number of
infected people came from Järva. This is
“Those of us who can’t work at home, what A few days after the news about the PLAIN would like to thank
should we do? ... We who live in cramped Somali Swedes, the Civil Contingencies
one of Stockholm’s socially vulnerable areas,
quarters, maybe with our parents, how are Agency received a new mandate from the
where many people born outside Sweden
we supposed to think and act?” Many of the government to reach as many people as
live.
people infected were nurses, child carers, or possible with coordinated information
The newspaper Expressen investigated
bus drivers. about the virus. The information would be
how public officials communicate in different
Throughout this debate, plain language did available in several languages and in easy-
languages and found that information
not receive much public attention, apart to-read Swedish.
about the virus was available mainly in
from some social media posts. The Swedish By the end of March, these new texts started
Swedish and to some extent in English.
As a result, those speaking other languages
Disability Rights Federation notably argued to appear. Government websites now had for being a Gold Sponsor of the Access for All conference
“it is absolutely essential for all written easy-to-read information about COVID-19,
turned to the media in their own languages information to be available and as well as versions with visual aids. But
for information. For example, the Swedish easy-to-read.” private and non-profit organizations
media group Alkompis publishes news in
22 | Plain Language Association International Plain Language Association InternationalYou can also read
