An interactive Plain Writing course for new employees, the annual content review of consumer webpages and the launch of the Consumer Help Center integrating consumer education with tools for filing consumer complaints were among the major activities related to compliance with the federal Plain Writing Act during the past year.
The Federal Communications Commission is committed to producing public documents that are clear, concise, well-organized and follow other best practices in keeping with guidance from the Office of Management and Budget and the Plain Writing Act of 2010. This page outlines efforts related to our commitment to plain language during the past year.
Using Plain Language
Specific activities consistent with Plain Writing guidelines include but are not limited to:
- New Web-based Plain Language Course: The FCC University, an internal training hub for Commission employees, teamed with Senior Official for Plain Writing Howard Parnell in the Consumer and Governmental Affairs Bureau to create a Web-based course for FCC University's catalog. The interactive tutorial emphasizes techniques and exercises to promote clear communication between federal communicators and the public. The course is included in FCC University's curriculum for all new Commission hires.
- Consumer Help Center: In early January 2015 the FCC launched its new Consumer Help Center, replacing the Commission's previous consumer complaint system with an easier-to-use, more consumer-friendly portal for filing and monitoring complaints. The new Help Center integrates complaint intake and an array of educational materials covering consumer issues in a variety of categories: TV, Phone, Internet, Radio, Access for People with Disabilities, and Emergency Communications. In addition, the Help Center provides other plain-language FAQs, articles and complaint data charts and graphs.
- Consumer Publications Review: The Web and Print Publishing Division of the Consumer and Governmental Affairs Bureau conducted a thorough review and update of the Consumer Guides Library, consisting of approximately 170 consumer guides and factsheets. Documents were edited for plain language and updated with new information in consultation with subject-matter experts throughout the commission.
- Document Translations: All updated library documents online and in print continue to be translated into Spanish, and CGB also maintains a consumer-friendly directory of other translated pages. All Spanish translations are edited in accordance with Plain Writing principles.
- Consumer Call Center Resources: CGB also continued to regularly revise consumer call-center scripts in clear and conversational language. The scripts are used as resource documents for responding to consumer complaints and inquires.
Additional Training Resources
We continue to provide our FCC University "Plain Language Workbook: Five Steps to Clear, Effective Communications for the Federal Communications Commission." The workbook is available for download as a PDF.
Available resources also include online training materials developed by other federal agencies. As with our Plain Language Workbook, these are freely available to other agencies and to the public. Examples include:
- Social Security Administration Videos On on Demand: Windows Media and Flash zip files
- U.S. Patent and Trade Office: Plain Language: A Handbook for Writers in the U.S. Federal Government
- National Institutes of Health: Plain Language Training
- Plainlanguage.gov: More Training Resources