Center for Plain Language » Plain Language Blog Articles

“Summary of Benefits and Coverage” Brings Clarity to Health Plan

dsbosley — Mon, 13 Feb 2012 17:21:23 +0000

At last, consumers will have a “Summary of Benefits and Coverage” as a standardized, plain language tool to understand their health plans. Under a rule announced last week by HHS, health insurers are now required to provide consumers with clear, consistent, and comparable summary information. Here’s the link:

http://cciio.cms.gov/resources/files/Files2/02102012/blank-sbc-template-finalpdf.pdf

Testing by Consumers’ Union showed that consumers could use the standardized health information, but the two scenarios about having a baby and treating Type 2 diabetes gave them a better sense of what was covered and the value of health insurance. These scenarios, formatted much like the Nutrition Facts label with plain language a key component, show consumers what proportion of the cost of care a health insurance policy or plan would cover and will help consumers compare across health plans they are considering. One test participant talked about the scenarios as “putting furniture in an empty house” so she could see how she would “live” in the policy.

“All consumers, for the first time, will really be able to clearly comprehend the sometimes confusing language insurance plans often use in marketing,” said HHS Secretary Kathleen Sebelius. “This will give them a new edge in deciding which plan will best suit their needs and those of their families or employees.”

The new explanations, which will be available beginning, or soon after, September 23, 2012, will be a critical resource for the roughly 150 million Americans with private health insurance today.

Stakeholders as the National Association of Insurance Commissioners (NAIC) and a working group composed of health insurance-related consumer advocacy organizations, health insurers, health care professionals, patient advocates including those representing people with limited English proficiency, and others helped to develop the Summary and scenarios. The Center for Plain Language wrote a letter to OMB to support the approval of this important plain language document.

Let us know how you like the Summary!

No More 10-4: Police Codes Switched to Plain Language

dsbosley — Tue, 07 Feb 2012 13:51:23 +0000

Maryland is the latest state to eliminate the 10-codes in favor of using plain language to make it easier to communicate during emergencies and with other, non-police, departments.

For example, instead of saying “10-46,” police will now say “disabled vehicle.”

In addition to confusion over the codes themselves, not all police departments used the code to signal the same problems. That means conversations among police departments was particularly difficult during emergencies.

According to a recent article in GazetteNews.com (Maryland Community News Online) written by Jeremy Arias,

Under the former system, several significant misunderstandings used to take place between Montgomery officers and state troopers, Felsen said.

“To them a ‘10-50’ was a routine traffic incident, but in the Montgomery County system prior to 2006, ‘10-50’ was an ‘officer in trouble’ call,” he said. “So we had actual cases where people were on the radio and the wrong message was being used.”

The code problem exists not only within police departments but between fire and police departments. This inconsistency was particularly evident during Sept. 11, 2001, when police and fire agencies from across the nation rushed to help.

“When they got there, many of them were unable to communicate with each other effectively,” said Chris Essid, director of the Office of Emergency Communications for the U.S. Department of Homeland Security.

According to an article by Sharon Kiley Mack (January 1, 2010) in the Bangor Daily News, nineteen states planned to eliminate the codes in favor of plain language.

Below are the current codes from APCO, an international organization of public safety communications professionals.

We say: 10-15. Message Delivered.

What’s in the President’s hand?

Center for Plain Language — Thu, 02 Feb 2012 15:43:15 +0000

President Barack Obama holds up a proposed mortgage application form as he speaks at the James Lee Community Center in Falls Church, Va., Wednesday, Feb. 1, 2012. (Credit: AP Photo/Cliff Owen)

If you’ve ever bought a house, you probably remember the pages and pages of documents you signed. You probably wished they could be clearer and make more sense.

The Consumer Financial Protection Bureau (CFPB) thinks these forms can be clearer, too. They’ve been working on a new standard for mortgage disclosures — those forms that summarize the costs of a home loan.

The CFPB project, Know Before You Owe, has collected input from thousands of people in both in-person usability testing and through online comments collected on their web site.

In a story on CBS News, we found a photo of President Obama holding a version of the proposed form. Here’s what CBS News reported about the President’s comments:

“The president recalled his and First Lady Michelle Obama’s experience buying their first home together – a process he described, humorously, as so complicated that the two of them would end up looking through the forms and asking “what does this phrase mean?”

“And that’s, you know, for two trained lawyers,” he laughed.

He held up a one-page mock-up of what he wants such forms to look like in the future, and pointed to the Consumer Finance Protection Bureau (CFPB) as a means to achieving that end. …

The goal, he said, was to make things “simple, not complicated,” to protect consumers from getting “cheated.”

“Terms are clear. Fees are transparent,” he said.”

That’s plain language at work!

Obama unveils mortgage refinancing plan by Lucy Madison, CBS News Political Hotsheet, February 1, 2012

Braley Tackles Regulations

dsbosley — Wed, 25 Jan 2012 12:53:11 +0000

When the Plain Writing Act of 2010 was passed, regulations were not included as part of the Act. That is, the federal government now has to write information that explain benefits and services in plain language, but regulations were omitted. But Rep. Bruce Braley (D-Iowa), who sponsored the PWA, is back at it. He has introduced Plain Regulations Act (H.R. 3786), to require that regulations be written in plain language.

Why is this another important law?

Small businesses, in particular, waste millions of dollars hiring attorneys or trying to figure out themselves how to comply with regulations they don’t understand. Such overly complex and incomprehensible rules add to an inability to comply.

Braley wants to change that. As he says:

“Whether you like or loathe government regulations, I think everyone can agree that when ne exists it should be written as clearly as possible. Sadly, gobbledygook dominates the regulations issued by government agencies, making it almost impossible for small businesses to understand the rules of the road.

“The Plain Regulations Act would simplify rules, saving small businesses time and freeing up money that can be better used investing in growing the business and creating jobs.

“Simplifying regulations won’t eliminate the costs of compliance, but it will reduce them. And it’s an easy way to save small businesses money that can quickly attract bipartisan support.”

If you’re not convinced, imagine figuring out what this regulation from the construction industry means:

“On or after July 6, 2010, all renovations must be performed in accordance with the work practice standards in §745.85 and the associated recordkeeping requirements in §745.86(b)(1) and (b)(6) in target housing or child-occupied facilities, unless the renovation qualifies for the exception identified in §745.82(a)” with the sub-exception that “emergency renovations are not exempt from the cleaning requirements of §745.85(a)(5), which must be performed by certified renovators or individuals trained in accordance with §745.90(b)(2), the cleaning verification requirements of §745.85(b), which must be performed by certified renovators, and the recordkeeping requirements of §745.86(b)(6) and (b)(7).”

That gave me a headache.

Watch for opportunities to comment on the new bill. Be ready to write/phone/email your Congress people. Share this news with all small businesses. And let Rep. Braley know you appreciate all his efforts on our behalf.

Bruce Braley and Cass Sunstein explain the Plain Regulations Act

Center for Plain Language — Sat, 21 Jan 2012 19:15:59 +0000

Bill takes federal plain language requirements a step further

Bruce Braley, author of the Plain Regulations Act explains why it matters to all of us. Cass Sunstein talks about the complexity of regulations.Under the Plain Language Act, federal agencies have already had to sharpen their public communications skills. New proposed legislation would take the spirit of that open government effort a step further. Broadcast with Jared Serbu on January 19, 2012

Listen online at Federal News Radio

Boiling down the blah-blah-blah

Heather Holland — Wed, 18 Jan 2012 13:48:48 +0000

To all those who still think plain language = low-literacy: have you taken a look at your mobile phone contract lately? Or your cable agreement? Chances are, you’re paying more than you think.

This month’s SmartMoney Magazine catalogs a horrifying array of contracts, product waivers and legal disclosures with language that has likely bamboozled each and every one of us at some point.

From 100+ page checking account contracts to unexpected fees in everything from airline tickets to gift cards, this lack of clarity is costing us, big time. Experts estimate that hidden disclosures cost each American household more than $2,000 a year.

Fed up yet?

Attack of the Fine Print

By MISSY SULLIVAN

Request for experiences with private student loans

Center for Plain Language — Fri, 13 Jan 2012 23:57:26 +0000

The Consumer Financial Protection Bureau (CFPB) wants public input about your experience with private student loans, by January 17, 2012.

They are looking for answers to questions about:

Financing costs
How consumers choose where to get their loan
How much debt students have when they graduate
How satisfied you are with your student loan.

Learn more

How to comment

Comments are due by January 17, 2012.

You can file your comments:

Online, by following the link from the CFPB page
By email to CFPB_StudentsFedReg@cfpb.gov.

The Power of Words

Center for Plain Language — Thu, 12 Jan 2012 22:10:05 +0000

The power of words to change how people hear a message. Change your words. Change your world.

This short film is from a web content agency in the UK. See the video on YouTube for credits.

Clarity 2012 Conference: May 21 – 23

Heather Holland — Thu, 12 Jan 2012 18:41:36 +0000

Co-hosted by Clarity with the Center for Plain Language and Scribes — The American Society of Legal Writers

National Press Club in Washington DC

As a champion of plain language, here’s why you should attend Clarity 2012:

The Speakers: A packed agenda of world-wide experts, including Congressman Bruce Braley, the Honorable Lee Rosenthal, Eamonn Moran (Hong Kong), Dr. Neil James (Australia), Susan Kleimann, Prof. Joe Kimble, Bryan Garner, Amy Friend, Dr. Annetta Cheek, Candice Burt (South Africa) and Christopher Balmford (Australia).
The Program: Sessions include exciting master classes on language and structure, insights into new research, and best practices for juries, ballots, criminal law, mobile sites and more.
The ClearMark Awards Banquet: The Center for Plain Language presents our annual ClearMark awards on May 22, celebrating some of the best documents in the U.S., and poking gentle fun at some of the worst.
The Clarity Band: The Clarity Band will perform after the dinner. If the dancing at the Clarity conference in Lisbon, Portugal is anything to go by, then the Clarity Band alone is reason enough to attend the conference.
Early bird discount — conference fee
The conference fees (in US$) are:
- $450 for government employees and members of Clarity, the Center, or Scribes ($400 if you book before March 1)
- $500 for general public ($450 if you book before March 1)

Register online for the conference.

Send us your plain language victories!

Heather Holland — Fri, 06 Jan 2012 14:11:19 +0000

Your clear communication could win a ClearMark award.

We know it’s not always easy to institutionalize plain language – navigating multiple contributors, priorities and layers of approval is a challenge. That’s why we want to hear about your plain language successes.

Have a publication, form, website or policy document you created using plain language principles? Nominate it for a ClearMark award!

Send us your plain language victories, and let us know about the positive impact of your work: improved response rate? lower costs? better compliance? reduced questions into your call center?

Let your clear communication be a model for other organizations!

Submit a ClearMark Award here. Nominations are open until March 3.