Use inclusive language that’s clear and simple to help everyone understand the email at the first time of reading.
Some people with cognitive, learning, or reading disabilities may find it difficult to understand complicated words, unusual phrases, or long sentences. In the UK, up to 7 million people struggle with literacy, while 10% of the population have Dyslexia, and there are many more people whose first language isn’t English.
To help everyone understand content more easily, write using plain English. Keep sentences short (15 words max) with one idea per sentence and avoid the use of unusual or complicated words.
Content that resonates with the intended audience can help build trust in an organisation, so use inclusive language to avoid biases and discrimination based on ability, situation, or circumstance.
Practices
- Use inclusive language: Avoid using language which discriminates based on factors such as race, gender, sexuality, culture, religion, or ability.
- Important information first: In subject lines and headings, place important or unique information first, so the purpose of the email is clear, and people can decide if they want to read it.
- Surface content: Add important content into the body of the email where people can find it easily. Avoid hiding content in footnotes or in sections of text at the bottom of emails.
- Avoid unusual words: Avoid using complicated or unusual words, including jargon, unless the words are familiar to or commonly used by the target audience, e.g. instead of “soft quote”, use “a personalised quote that won’t affect your credit rating”. Ensure content is tested with members to remain objective in evaluating what is and isn’t jargon.
- Expand abbreviations and acronyms: Provide the whole meaning of the abbreviation or acronym, so people unfamiliar with the shortened version will understand what it means, e.g. IPID (Insurance Product Information Document).