Contributing to large-scale plain language reform in social services communication
In 2017 Apricot Zebra worked for 6 months on the Department of Human Services Minister’s Website Readability Reform Project.
As part of the project, we redrafted hundreds of Centrelink customer information web pages into plain English. The information needed to be targeted to a diverse range of users, including those with restricted education, disability and limited English language skills. The material was complex but it needed to give users precise instructions and information on eligibility and processes in a way that was clear and easy to understand.
During this project, the department identified a need to review some of its standard correspondence. We were engaged to provide writing and editorial expertise in a collaborative redrafting process involving teams from across the department.
In 2018–19 Apricot Zebra also worked with the Department of Human Services on its related project to completely restructure and rewrite Medicare customer web content.
What we did
Applied plain English principles
Used Visible Threads analysis and the Flesch–Kincaid readability tests to assess drafts
Drafted new material where required
Suggested changes to structure to improve clarity and logic
Copyedited the materials using the department’s style guidelines.