Plain Language Guide
How to Incorporate Plain Language into
Court Forms, Websites, and Other Materials
Copyright ©2019 by National Association for Court Management. All Rights Reserved.
Cover painting ©2001 by Abhijeet Chavan. All Rights Reserved. Used with permission.
Cover: Sumi-e
is an ancient Japanese art form of communicating with clarity and
simplicity using only black ink, brush, and paper. The goal is to not just depict the
appearance of a subject but to convey its essence and spirit.
Updated: January 7, 2019
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How to Incorporate Plain Language into
Court Forms, Websites, and Other Materials
National Association for Court Management
Communications Committee, Plain Language Guide Subcommittee
Aurora Zamora, Chair
Texas
Alyce Roberts, Co-Chair
Alaska
Terri Borrud Sanjay Kodidine
Wisconsin Alaska
Abhijeet Chavan Erika Rickard, Esq.
California District of Columbia
Renee L. Danser, Esq. Allison D. Spanner
Massachusetts Illinois
Colleen Horvath
Maryland
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National Association for Court Management
2018 - 2019 Board of Directors
OFFICERS:
PRESIDENT
Paul DeLosh
PRESIDENT ELECT
Will Simmons
VICE PRESIDENT
Tracy J. BeMent
SECRETARY/TREASURER
Kathryn Griffin
IMMEDIATE PAST PRESIDENT
Vicky Carlson
DIRECTORS:
Charleston Carter
Michelle Dunivan
Frank Hardester
Greg Lambard
Tina M. Mattison
Rick Pierce
Alyce Roberts
Jeffrey Tsunekawa
Angela VanSchoick
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Table of Contents
1 Introduction 9
History of Plain Language 9
2 Why Use Plain Language 11
3 Plain-Language Principles 15
3.1 What Does Plain Language Look Like? 15
Shorter sentences 15
Change passive voice to active voice 15
Reduce the reading level 17
More than words: formatting and visual design 17
Capitalization 17
White space and headings 18
Typeface 18
Visuals 19
3.2 A Deeper Look: Making Content Usable and Useful 21
Emphasize Procedural Knowledge Over Conceptual Understanding 21
Affirmation and Motivation 22
Modify Court Process 23
3.3 You’ve Drafted Something. Now What? 23
Test to See What Works 23
Test the design at multiple points 24
Use evidence-based testing strategies 24
Check that the final product is useful and usable 24
4 When and Where to Use Plain Language 25
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4.1 Court Forms 25
Drafting Court Forms 26
Write in Short Sentences/Questions 29
Use Understandable Expressions 30
Use Hyperlinks 32
It’s More than Well-Drafted Forms 32
Other Forms 34
Provide Forms in Multiple Formats 35
Print and PDF 36
Guided Interviews 36
Translate into Non-English Languages 39
Interested in Drafting Your Own Plain-Language Court Forms? 40
4.2 Correspondence from the Court 41
Correspondence from the Court 41
Content – Writing with Clarity 41
Use the Present Tense 41
Use Active Voice 42
Tone 43
Address the reader by name or as “you” 43
Refer to yourself as “I” instead of “we” 43
Avoid jargon 43
Avoid Repetitive and Redundant Words 44
Write Positively 46
Use Action Verbs 47
Hidden Verbs 47
Use Singular Nouns Rather Than the Plural Nouns 47
Use Elliptical Clauses 48
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Use Parallel Phrases 48
Avoid Prepositions 49
Avoid Split Infinitives 49
Avoid Adjectives 49
Using the Words Shall, Will, Must, Should, and May 50
Avoid Unnecessary Qualifiers 51
Avoid Use of Exceptions 51
Write Short Sentences/Questions 52
Be Consistent 52
Use Parallel Structure 53
Use Preferred Expressions 53
Omit Needless Words 55
Use Simple Language 56
Ranges of Numbers, Days, Dates, and Ages 57
Statutory language 57
Acronyms 58
Bulleted Lists 58
Colloquialisms 58
4.3 Websites 58
Web Accessibility 58
Tools 62
WriteClearly 62
ReadClearly 64
4.4 Building Signage 66
4.5 Training Court Professionals 70
Establish a Plain Language Committee 71
Design a Checklist for Implementing Plain Language 71
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Test New Forms and Customer Service Scripts 73
5 Tools and Resources 74
5.1 Plain Language Alternatives to Commonly Used Terms 77
About the Authors 86
Aurora Zamora, Chair 86
Alyce Roberts, Co-Chair 86
Terri Borrud 86
Abhijeet Chavan 87
Renee L. Danser, Esq. 87
Colleen Horvath 88
Sanjay Kodidine 88
Erika Rickard, Esq. 88
Allison D. Spanner 89
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1 Introduction
History of Plain Language
It used to be the case that when we did not understand the meaning of a word, we
referred to a dictionary for its definition. Today, we “Google” it.
Plain,
clear to the mind; evident, manifest, or obvious;
to make one’s meaning plain.
In this Guide, the word retains that meaning and extends it to include “plain
language”
, communication your audience can understand the first time they read or
hear it. The concept is so prevalent there is a namesake acronym referring to the
Plain Language Action and Information Network (PLAIN) which is a community
1
of federal employees dedicated to the idea that citizens deserve clear
communications from the government.
The timeline below demonstrates how this style and concept of writing was directed
and has evolved in our country. In this Guide, NACM offers guidelines, resources,
and examples for our courts, following the requirements of the Plain Writing Act of
2010 action so your court users can:
● Find what they need;
● Understand what they find; and
● Use what they find to meet their needs.
1
Federal Plain Language Guidelines, March 2011, Revision 1, May 2011.
https://plainlanguage.gov/media/FederalPLGuidelines.pdf, accessed May 8, 2018.
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2 Why Use Plain Language
We see examples of plain language used in government communication all the time,
but perhaps we do not recognize them as such. Take, for example, the evolution of
the “Don’t Walk” sign for crossing the street. We used to see this to let us know it is
not safe to cross the street as a pedestrian:
Have you noticed the evolution from the sign with words, to the sign with a picture or
symbol? Now we more commonly see this:
The message has not changed - it is still unsafe to cross the street - but the
comprehension opportunity has increased. Instantaneously, and without reading,
albeit only two words, the user of this signs knows not to cross the street just yet. In
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addition to improving comprehension time, the use of this symbol is also meaningful
to non-English speakers or those with reading deficits.
Another traffic example, and definitely a more extreme one, is depicted in this
side-by-side comparison:
Using a simple grid and symbols with a key or legend, a plain language version
summarizing the numerous signs on the left is created eliminating some confusion
over when and for how long one is permitted to park in this area.
Much like the goal of the Parking Guide above, our goal as court professionals is to
provide users with the tools and understanding they need to effectively navigate the
rules and laws governing their legal matters. We do not want to confuse users
resulting in mistakes but rather empower users to make their own decisions
regarding how to manage legal issues in their lives.
Whether in law, government, medicine, or other fields, the consensus around plain
language is clear. Studies ranging from patients’ adherence to their prescription drug
regimens to voters at the ballot box all emphasize that plain and direct language
increases understanding and application of information.
Federal guidelines promote
2
2
D. James Greiner, Dalié Jiménez, and Lois Lupica, Self-Help, Reimagined
, 92 IND. L. J.
1119,1172 (2017), available at https://www.repository.law.indiana.edu/ilj/vol92/iss3/6/.
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plain language so that users can “find what they need, understand what they find,
and use what they find to meet their needs.”
3
This is all the more important in explaining court processes. Studies of stress and
psychological barriers to understanding highlight that even for those with high
literacy and familiarity with a topic, stress can limit a person’s ability to digest and
process information. People often come to court as a last resort or after a crisis in
their family, home, or workplace requires legal action. Plain and direct language can
be crafted to overcome these barriers to ensure understanding and accurate
completion of procedural requirements.
Improving one’s ability to navigate the court has obvious benefits for the court user
in that the user will avoid additional stress resulting from lack of comprehension, the
user will feel empowered to follow through with clearly defined tasks, and the user
will feel a greater sense of ability to at least work toward success, if not achieve it.
But, there are also benefits to court operations when users have increased and
improved ability to navigate process and procedure. For example:
1. There may be a reduced need for human interaction with patrons, thus freeing
up staff to help those who really have complex issues to navigate and to
complete other business of the courts, such as special project work, day-to-day
operational tasks, statistical analysis, etc.; and
2. Judges and staff may notice less protracted litigation from self-represented
litigants, who will now have a better ability to understand their legal options
and remedies and, when coupled with meaningful referrals to
community-based resources, may also have a better understanding of
non-legal options for resolution of their issue.
All of this culminates in reduced stress on patrons, reduced stress on Judges and
court staff, and reduced stress on the building and physical spaces within the
courthouse.
When we improve the public’s ability to understand the work of the courts and their
legal options available to remedy legal problems, we increase the likelihood that
users will select the right path to resolution of their issue, which may include
non-legal remedies altogether. The use of plain language is a cornerstone of
3
Federal Plain Language Guidelines (rev.) 94 (2011), available at
http://www.plainlanguage.gov/howto/guidelines/FederalPLGuidelines/FederalPLGuidelines.pdf.
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transparent government. Allowing the public to have a clear understanding of the
work of the courts is important to improving the public trust and confidence in the
third branch. Access to justice exists when the public can understand, use, and afford
information and services to prevent and resolve their legal disputes and to achieve
just outcomes without delay.
4
The remainder of this Guide endeavors to allow readers to understand where, when,
and how to incorporate plain language into their forms, instructions, signage, and
other materials intended for public use. Readers will find tools and resources to help
in this journey, as well as supplemental reading and research. As you read through
the Guide, please put yourself into the shoes of the court users and ask yourself, If we
choose to disregard these guidelines, will we be providing adequate access to justice?
▃▃
4
Karen Cohl, “Access to Justice Themes—‘Quotable Quotes’: Background Paper for The Law
Society of Ontario’s Access to Justice Symposium Creating a Climate for Change, October 29,
2013” (Toronto: Law Society of Upper Canada, 2013), 5. Available at Quotable Quotes.
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3 Plain-Language Principles
Information from courts should be understandable. While the goal of providing clear
and understandable information may be self-evident, applying plain-language
principles can be a challenge. Fortunately, court staff do not have to reinvent the
wheel: communication experts in government, health, and adult education have
tested strategies for conveying information that people without expertise can
understand and act on. All we have to do is apply those strategies in the courts.
This section demonstrates some of the best practices in plain language writing and
visual formatting that have proven effective in other fields.
3.1 What Does Plain Language Look Like?
Shorter sentences
Most sentences are too long. The first step in reducing unnecessary complexity or
ambiguity is to remove unnecessary words. As Professors Greiner, Jiménez, and
Lupica describe in their article, Self-Help, Reimagined
,
“The education literature recommends the use of short sentences. Very short.
Perhaps so short that they lack subjects and verbs. Some that are not
grammatically correct. Write the way the intended user speaks and thinks.
Write as though you are competing for the time and attention of busy and
stressed individuals. Because you are.”
5
The level of formality may depend on the type of material, but all court information
would benefit from shorter sentences.
Change passive voice to active voice
The second step to improving clarity is through the use of active voice. Official court
language frequently uses passive voice. Passive voice means that there is an object
being acted on
rather than a subject taking action
, as in: “your motion was denied”
rather than “the judge denied your motion.” In communicating with court users,
5
Greiner et al., supra
n. 2, at 1135.
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passive voice runs the risk of taking concrete action steps and transforming them into
confusing abstractions. When you change a sentence from passive to active voice,
you will find you have to be more precise and specific: rather than taking the easy
way out and say that a task will be done, active voice requires some thought about
who is responsible for the task, and what the task requires.
For example:
Address the reader directly
As you can see from the example above, court materials also tend to use the third
person (“the parties shall,” “it is the plaintiff’s responsibility,” etc.) instead of
addressing the reader directly. Addressing the court user directly makes it clear that
indeed the court user is to be the actor. Including the word “you” can make
instructions shorter and clearer.
Take this example from the executive branch:
6
Before
After
“When the process of freeing a vehicle
that has been stuck results in ruts or
holes, the operator will fill the rut or hole
created by such activity before removing
the vehicle from the immediate area.”
“If you make a hole while freeing a
stuck vehicle, you must fill the hole
before you drive away.”
6
Plain Language Action and Information Network (PLAIN) before-and-after examples,
available at http://www.plainlanguage.gov/examples/before_after/wordiness.cfm.
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Reduce the reading level
Over 40% of Americans read at a “basic” or “below basic” proficiency level. In
7
addition to baseline literacy, stress can reduce a person’s ability to understand,
process, and act on written information. Direct, precise language can reduce
8
cognitive load and reach a broader audience.
While not clear proof of direct and precise language, automated reading-level tools
provide a quick readability assessment. While there is no single industry standard,
the authors recommend a benchmark of 6th grade reading level.
Most word-processing applications also have readability features. However, these
features are often optional, so you must activate them. Online tools have more
features. Free websites exist that rate text for readability, including reading level,
sentence complexity, word use, and passive voice. In section 4.3, we outline some of
the tools you can use to measure the reading level of web content.
More than words: formatting and visual design
In addition to the words themselves, the format of words on a page or a website have
a significant impact on a person’s ability to digest and act upon the information
presented.
Capitalization
The clearest lesson from the literature is to avoid ALL CAPS at all costs. COURT
9
NOTICES TOO OFTEN INCLUDE THE MOST IMPORTANT INFORMATION IN ALL CAPS.
7
Mark Kutner, Elizabeth Greenberg, and Justin Baer, National Assessment of Adult Literacy
(NAAL): A First Look at the Literacy of America’s Adults in the 21st Century, Washington, D.C.,
National Center for Education Statistics (2005), available at
http://nces.ed.gov/naal/pdf/2006470.pdf.
8
J. KIMBLE, WRITING FOR DOLLARS, WRITING TO PLEASE: THE CASE FOR PLAIN LANGUAGE IN BUSINESS,
GOVERNMENT, AND LAW (Carolina Academic Press 2012).
9
Ruth Anne Robbins, Painting with Print: Incorporating Concepts of Typographic Layout and
Design into the Text of Legal Writing Documents
, 2 J. ASS’N. LEGAL WRITING DIRECTORS 108, 115
(2004).
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Readers tend to skip words and sentences where all letters are capitalized, meaning
that the most important information is the least likely to be read.
White space and headings
Overall, the less text and more white space on a page, the easier it is to digest and
understand. The goal of reducing the number of pages often comes at the expense of
white space, but effective forms and self-help materials can balance these two needs.
Plain-language consultants at Transcend Translations also recommend numbering
sections and adding clear descriptive subheadings on the page to help the reader
understand each section in context.
10
Typeface
Typeface is the word that describes the way the text looks: whether the letters have
little flourishes or “feet” on them, like Times New Roman (serif) or are without those
flourishes, like Arial or Helvetica (sans serif). Experimental findings suggest that the
typeface (serif or sans serif) does not affect comprehension. That said, there are
11
practical considerations when choosing a typeface. Court staff often resort to
photocopying rather than printing new forms directly, resulting in fuzzy or blurry
text. With that in mind, sans serif (rather than serif) fonts are a better choice, as they
12
result in cleaner photocopies. That said, typeface is a matter of organizational
preference. Two additional recommendations to consider: (1) select different
13
typeface for your headings to create contrast between heading and text; and (2) once
you’ve made a decision, be consistent throughout your materials.
Font size also plays a role in making text accessible and understandable. The CDC
recommends 12-size font in health communication materials.
14
10
Maria Mindlind, Transcend Translations (2012), available at
https://transcend.net/library/legalCourts/PL_ProPerLitigants.pdf.
11
Maria Lonsdale, Mary C. Dyson & Linda Reynolds, Reading in Examination-type Situations:
The Effects of Text Layout on Performance,
29 J. RES. READING 433-453 (2006).
12
Examples of sans serif fonts include Helvetica, Avant Garde, Arial, and Geneva.
13
Indeed, this Guide itself has followed its authors’ preference for serif font in the body of the
text and sans serif headings.
14
Centers for Disease Control and Prevention, Toolkit for Making Written Material Clear and
Effective,
https://www.cms.gov/Outreach-and-Education/Outreach/WrittenMaterialsToolkit/ToolkitPart05.html.
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Visuals
Illustrations that relate to the text increase the likelihood that someone will follow the
instructions. Effective visuals can sometimes replace lengthy text instructions.
15
For example, the instruction,
“Once you have received the complaint, mail copies of your Answer to both the
Plaintiff and the Court. Retain a copy for your own records,”
can be visually depicted.
16
In addition to cartoons, other visual representations of information include
roadmaps and flow charts. The key is to provide a visual that clearly conveys
information in a way that the reader can understand.
15
Peter S. Houts et al., The Role of Pictures in Improving Health Communication: A Review of
Research on Attention, Comprehension, Recall, and Adherence
, 61 PATIENT EDUC. COUNSELING 174,
175 (2006); W. Howard Levie & Richard Lentz, Effects of Text Illustrations: A Review of
Research,
30 EDUC. COMM. & TECH. 195, 206 (1982) (analyzing 155 studies on the effect of
illustrations on reading comprehension); J.M.H. Moll, Doctor-Patient Communication in
Rheumatology: Studies of Visual and Verbal Perception Using Educational Booklets and Other
Graphic Material
, 45 ANNALS RHEUMATIC DISEASES 198, 202 (1986).
16
D. James Greiner & Andrea Matthews, The Problem of Default, Part I
(2015), available at
http://a2jlab.org/current-projects/signature-studies/default/. Thanks to Hallie Jay Pope from
the Graphic Advocacy Project for the cartoon.
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Before:
An appeal from an administrative agency decision, also referred to as a “30A
appeal,” or a request for “judicial review of an administrative agency decision,”
is what you file in the Superior Court when you want a judge to review a final
decision made by a state agency. You have 30 days from the date of the decision to
file a 30A appeal.
The moving party files the complaint, civil action cover sheet, and filing fee with
the Clerk’s Office, and receives a summons to serve along with the complaint on the
opposing party/ies within 90 days of filing. The opposing party has 90 days to
respond.
The opposing parties serve the moving party with the answer and administrative
record and any transcript requested. Within 30 days of receipt, the moving party
serves copies of the motion, memorandum, and all supporting papers on all other
parties, without filing with the Court. The opposing parties serve the original
opposing memorandum and papers (to be filed by the moving party with the Court),
and serve copies of all opposing memoranda and papers on all parties, including the
moving party. Oppositions to motions are served 30 days after
service of a motion (except a summary judgment motion, which must be served within
20 days of filing of the administrative record and must adhere to the provisions of
Rule 9A).
After time for a response has passed, the moving party assembles a “Rule 9A
package” for filing with the Superior Court, which includes its motion and
supporting papers and timely opposition memoranda and supporting papers. “A
separate document accompanying the filing shall list the title of each document in
the Rule 9A package”. If the moving party doesn’t receive an opposition in the time
permitted, it files its motion and supporting papers along with an affidavit
“reciting compliance with this rule and receipt of no opposition in timely fashion,
unless the moving party has notified all parties that the motion has been
withdrawn.”
Upon filing the Rule 9A package,the moving party gives “prompt notice of the filing
of the Rule 9A package to all other parties by serving... a copy of a certificate
of notice of filing on a separate document.” (See Rule 9A(b)(2), Rule 9A(b)(3) and
Rule 9A(b)(4) for exceptions to this procedure.)
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After:
3.2 A Deeper Look: Making Content Usable and Useful
Emphasize Procedural Knowledge Over Conceptual Understanding
The first step to develop and test court forms and informational material is to identify
the legal problem or court process then break that process down into all of its parts.
For example, when an individual comes to the courthouse or court website looking
for information on how to defend a small claims court debt collection case, what are
the steps that a person has to take to defend that case? Explaining these steps does
not require legal advice or even legal information. Most of these steps are logistical,
administrative “legal mundanity.” Such as the following:
● How many copies should the person make of their court papers?
● Where do they go when they first come to the courthouse?
● Do they need to check in with anyone?
● Where do they sit while they are waiting?
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● How long should they be prepared to be at the courthouse?
● Will they need to go through security and, if so, what should they expect?
● Do they need to bring copies of any documents with them such as pay stubs or
identification, etc.?
Most court notices and instructions overlook some of these steps as they have little to
do with formal law. But from the perspective of the court user, they are both critical
to the process and completely unknown without court guidance.
Affirmation and Motivation
“Modern self-help materials fail to address many psychological and cognitive barriers
that prevent the individuals who use them from successfully deploying their
contents.”
17
Breaking a court process down into its constituent parts for the court user might
include:
● Overcoming the fear or intimidation about the court itself
● Making a plan to come to court
● Gathering and understanding information about what will happen at court
● Preparing for what will happen
● Following through
In addition to the concrete procedural and logistical steps, in order for information to
be effectively deployed, the reader must feel like it is achievable. Studies show that
increasing feelings of self-efficacy increase the likelihood that a person will take a
recommended course of action. Research further suggests that providing
18
instructions on what specific actions to take in order to deal with a stressful situation
can be effective, for example by providing a specific action plan for getting flu shots.
19
Specific, proximate goals or action steps can increase a patient’s success in managing
17
Greiner et al., supra
n. 2, at 1119.
18
James E. Maddux & Ronald W. Rogers, Protection Motivation and Self-efficacy: A Revised
Theory of Fear Appeals and Attitude Change
, 19 J. EXPERIMENTAL SOC. PSYCHOL. 469 (1983).
19
Kevin D. McCaul & Rebecca J. Johnson, The Effects of Framing and Action Instructions on
Whether Older Adults Obtain Flu Shots
, 21 HEALTH PSYCHOL. 624, 627 (2002).
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a medical condition. They may also increase a court user’s success in navigating
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complex court procedures.
Is this outside the scope of a court’s obligations? Not at all! In fact, a notice of trial or
other notice to appear is specifically intended for the recipient to read and to follow
the course of action – to come to court. If a party does not come to court, the
adversarial process grinds to a halt, and in many jurisdictions, time and money is
spent on alternative ways to force the party to attend (e.g., civil arrest warrant).
Modify Court Process
Forms and court notices are reflective of process. Sometimes all the plain language
description in the world can’t save a process from being unnecessarily complex.
Using the form or notice itself as a starting point, court administrators can look at the
processes themselves from the perspective of the court user and simplify the process
to the extent possible.
Process improvement starts with identifying all the steps in the current process. It
can be a painstaking endeavor but it can also serve to illustrate barriers that we were
overlooking as well as duplications of effort that can be consolidated. So, if we start
with the notice itself, track every single place that notice goes until the matter is
resolved. Who hands this paper to whom? Which inbox does this paper go into next.
What does that person then do with it? And so on and so forth. Most redundancies,
unnecessary, or arduous steps will rise to the surface on their own. After those are
identified, read critically through the steps that remain asking yourself “What value
does this step add to the process? Is it necessary?”
3.3 You’ve Drafted Something. Now What?
Test to See What Works
User testing is useful when developing a new written tool. Consider conducting
interviews, focus groups, or surveys of people who use the information. User testing
at its best is an iterative or repetitive process and an inclusive one. Users can include
litigants, lawyers, interpreters, and clerical staff. Iterative feedback from court users
can improve the end result and highlight underlying court processes that can be
simplified.
20
P.G. Gibson & H. Powell, Written Action Plans for Asthma: An Evidence-Based Review of the
Key Components
, 59 THORAX 94, 94-95 (2004).
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After initial user testing, it is important to build rigorous evaluation into the rollout of
any new intervention, including new court forms. The most scientifically rigorous
evaluation technique is randomized study. This means rolling out a new intervention
in a randomized fashion, with a control group (status quo) and a treatment group (the
group that receives the new form).
Below is a useful checklist for testing design and content developed by the Center for
Plain Language:
21
Test the design at multiple points
● Were audience needs, such as top tasks, prioritized based on user research?
● Did you test navigation labels and information organization for predictability?
● Did you test the content for readability and understandability?
● Did you test the final product?
Use evidence-based testing strategies
● Were the participants representative of the target groups?
● Did you test your design and content with enough people?
● How was understanding and ability to act measured?
● Was there a before-and-after comparison to demonstrate improvement?
Check that the final product is useful and usable
● Ask readers to describe who and what the document or site is intended for
● Have them show you how they would find the information they want or need
● Ask them to describe key concepts or processes in their own words
● Observe whether target users can finish key tasks easily and confidently
● Note where they stumble or misunderstand and rethink those parts of the site
or document
▃▃
21
https://centerforplainlanguage.org/learning-training/five-steps-plain-language/, accessed
August 7, 2018.
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4 When and Where to Use Plain Language
4.1 Court Forms
In this era that emphasizes customer service, courts around the country are trying to
meet the challenges posed by a relatively new customer—the self-represented
litigant. The difficulty is that court systems are not designed to serve these customers.
As a result, individuals seeking “service” from the court system and those involved in
providing service are frustrated. Confusing language, rules, and procedures frustrate
litigants. Unprepared self-represented litigants frustrate attorneys by delaying
proceedings, which may increase expenses. Judges must remain neutral.
Challenges begin when self-represented litigants make their first contact with the
court system. The self-represented litigant is seeking some form of assistance from
the court clerk about how to start the proceeding. The court clerk must balance the
training they have received on providing customer service, workload demands, and
legal and ethical constraints concerning the unauthorized practice of law. As a result,
the court clerk is faced with a customer that may require an explanation of a number
of items, but the clerk is not sure what information is appropriate to provide. The
uncertainty of this situation likely results in limited information being provided to
self-represented litigants.
This is where the plain-language legal court form can bridge the gap in services that
the court clerk can provide. Researchers have examined the user experience in the
court system and found that the public's trust in the justice system is driven far more
by whether their interaction with the courts was positive or negative, i.e., whether
they were treated with respect and felt heard, rather than whether they win or lose.
22
To fully serve the self-represented litigant, a plain-language legal court form should
be written with clarity (more fully explained below), and the court form should
include instructions explaining the procedural process and any other form that the
litigant might need to complete the process (for example, an order, notice of court, or
summons).
22
Tom Tyler, Procedural Justice and the Courts,
44 CT. REV. 26 (2007-2008)
http://amjudges.org/publications/courtrv/cr44-1/CR44-1-2Tyler.pdf.
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Plain-language court forms are effective because they:
● Educate litigants about the law and help them better present their cases;
● Better inform other parties of claims and issues;
● Give the court relevant information on which to make decisions; and
● Allow decisions and orders to be more specific, thus easier to comply with and
to enforce.
Plain-language court forms have the following impact on users:
● Users may have an easier time starting their case;
● Users may understand upfront if the circumstances in their case qualify them
for the relief they are seeking;
● Users may be more confident and less pressured in the courtroom because
they feel that the forms present the key information;
● Users may be better notified of the likely positions of the opposing side,
leading to better preparation and fewer surprises; and
● Users may make fewer errors and be less confused.
Plain-language court forms have the following impact on judges and court staff:
● There may be less wasted time answering questions, reviewing forms,
rescheduling hearings, etc.;
● There may be fewer errors by litigants;
● Ability to improve access to justice; and
● They create a more transparent court system.
Drafting Court Forms
Do not assume your readers have knowledge of the subject or have read any related
information. Clearly ask or explain in a way that your reader understands and knows
what to do with the information. Eliminate unnecessary words. Be concise. Define
and use terms consistently. Use the same words your reader would use.
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Before:
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After:
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Write in Short Sentences/Questions
It is difficult to determine the intended meaning of a complex sentence. Readable
sentences are simple, active, affirmative, and declarative. The more a sentence
deviates from this structure, the harder the sentence is to understand.
Follow these guides for writing sentences:
● State one thing and only one thing in each sentence.
● Divide long sentences into two or three short sentences.
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● Remove all unnecessary words. Strive for a simple sentence with an implied
subject and implied verb. Eliminate unnecessary modifiers.
Before:
After:
Use Understandable Expressions
When choosing a word, balance the following:
● Use the most basic word.
● If the most basic word has many definitions and if those definitions can cause
confusion, use a more precise word.
● Use industry-standard words.
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● When a law is referenced, use the core words of the law. Do not use the
legalese, if possible.
Before:
After:
Put the instructions on how to complete the form right on the form
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Use Hyperlinks
Hyperlinks can be used throughout the form to connect the reader to specific
references.
A hyperlink is appropriate when it is necessary for providing more information for
the reader, such as definitions, instructions, or step-by-step guides, or citing an online
source within the text, such as statutes or other court forms.
It’s More than Well-Drafted Forms
Very little frustrates a self-represented litigant more or slows down the
administration of justice than having a court hearing when a necessary step in the
process was not completed, or even worse, when the litigant is disqualified from the
type of relief they are seeking. It is essential that the materials that accompany forms
include any necessary notices and orders.Further, the instructions must:
(1) prompt the user to ask “do the specific circumstances allow me to seek this relief”;
and
(2) explain the process from filing to court hearing.
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Explaining the Process
Asking qualifying questions
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Other Forms
Often in the course of filing a new case or responding to an existing case, there is the
petition or answer, but then there are other procedural forms needed, like a
summons or a notice. It is necessary to provide litigants with all possible forms they
may need, including a well-drafted order that the judge can fill out at the conclusion
of the legal matter.
Notice
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Order
Provide Forms in Multiple Formats
Once you have a plain-language court form and instructions explaining the process, it
is time to increase usability of the suite by making them ADA compliant, providing
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access to them in multiple formats, creating a guided interview, and translating them
into non-English languages.
Print and PDF
Forms should be available at courthouses, public libraries, and other relevant
community spaces in print version for users that do not have the ability to use a
computer. The form should also be publicly available in a fillable PDF format. When
posting a fillable PDF on the web, Courts should always ensure that the PDF complies
with the Americans with Disabilities Act Section 508. Under 508, disabled members of
the public must have comparable access to information that is available to those
without disabilities.
According to Transcend the features of an accessible PDF include :
23
● Alternate text for important images that convey information;
● Active links;
● Logically organized page structure with headers, subheads, paragraphs, etc.,
so that the text can be read in the proper order; and
● Properties that specify the document’s source language
Guided Interviews
The Access to Justice: Meeting the Needs of Self-represented Litigants Project
studied
how self-represented litigants navigated the court system and identified the process
of selecting and completing court forms as a major hurdle for self-represented
litigants to overcome. Guided interviews can help self-represented litigants choose
24
the correct forms, guide them in answering the questions, provide additional helpful
information through the process, and return the completed documents to them ready
to file.
25
23
Transcend, Accessible PDFs, available at
https://transcend.net/services/webAccessibility.html#features.
24
JULIE MACFARLANE , THE NATIONAL SELF-REPRESENTED LITIGANTS PROJECT: IDENTIFYING AND MEETING THE NEEDS
OF SELF-REPRESENTED LITIGANTS FINAL REPORT http://www.representingyourselfcanada.
files.wordpress.com/2014/02/reportm15-2.pdf [https://perma.cc/PTH6-YAMZ].)
25
Example of guided interview was created by Illinois Legal Aid Online using A2J Author
software and is hosted by Law Help Interactive. A link to the full interview can be found here:
https://lawhelpinteractive.org/Interview/GenerateInterview/6195/engine
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Advantages of guided interviews include:
● The interface is less intimidating than a court form.
● Qualifying questions are asked up front.
● Questions are asked one at a time and on one topic.
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● Self-represented litigants are given additional information as needed.
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Translate into Non-English Languages
The 2011 American Community Survey, conducted by the U.S. Census Bureau, tells us
that over 60 million people (21 percent of the 291.5 million surveyed) speak a
language other than English at home, and over 25 million speak English less than
“very well.” Translating forms and other self-help content into the most common
26
languages spoken in your part of the country is a vital way to improve access to the
civil justice system.
26
Camille Ryan, Language Use in the United States: 2011, American Community Survey
Reports, issued August 2013, available at https://www.census.gov/prod/2013pubs/acs-22.pdf.
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Interested in Drafting Your Own Plain-Language Court Forms?
Limit drafting to proceedings where self-representation is high (family law, small
claims, landlord/tenant, guardianship, name change, etc.). Include areas with a
known history of avoidable litigant confusion. Identify proceedings where developing
forms is not a priority (for example, cases where appointed counsel is available, cases
that involve money and there are resources to hire counsel, and cases that are too
complex).
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4.2 Correspondence from the Court
Correspondence from the Court
● Identify your audience (besides the person you are writing to, consider any
additional readers)
● Organize letters to meet your users’ needs
● Start with the main message
● After the main message, use an overview sentence about the content
● Use headings to organize the content
● Limit each paragraph to one topic
● Use bulleted lists
● Use a professional, compassionate tone
● Focus on the reader by using “you” and the active voice
● Use a sympathetic opening when appropriate
● Apologize, if appropriate
● Use terms such as “we regret” or “unfortunately” when delivering bad news
● Express requirements and requests clearly
Content – Writing with Clarity
Don’t assume your readers have knowledge of the subject or have read any related
information.
● Clearly ask or explain in a way that your reader understands and knows what
to do with the information.
● Eliminate unnecessary words. Be concise.
● Define and use terms consistently.
● Use the same words your reader would use.
Use the Present Tense
Write so the subject speaks as of the time it is applied, not as of the time it is drafted.
Do not say:
Say:
It was decided by the court to grant
the request.
The court granted your request.
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Use Active Voice
Use the active voice in correspondence to communicate effectively. Active voice
clearly identifies the action and who is performing that action. Unfortunately, much
of legal and government writing is in the passive voice, giving documents a wordy,
bureaucratic tone.
Active voice makes documents stronger by showing responsibility or giving credit for
an action. When we don’t identify the doer of the action, the sentence can sound
vague. An active voice sentence generally uses fewer words to communicate the same
information, and more closely resembles spoken language.
Active Voice
● A sentence’s voice indicates whether its subject acts or is acted upon. When
the subject does something or acts, the verb is in the active voice.
● Active voice makes it clear who has acted and who is responsible for what
action.
● Active voice is important so that readers can easily tell who did what action.
● Active voice follows natural sentence structure: doer-verb-receiver of action,
i.e., “The attorney (doer) wrote (verb) the correspondence (receiver)”.
● Passive voice reverses natural sentence structure. When the subject receives
the action or is acted upon, the verb is in the passive voice.
● The correspondence (receiver) was written (verb) by the coordinator (doer).
● With passive voice, sentences are usually longer and responsibility is not as
clear. Sentences written in the passive voice are obscure and often raise more
questions than provide answers.
Passive:
The rule was adopted by the supreme court.
Active:
The supreme court adopted the rule.
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Do not say:
Say:
If it is found that the applicant is
qualified, a license will be issued.
The department will issue a license if
it finds that the applicant is qualified.
The social worker performs an
assessment of the child’s injuries.
The social worker assesses the child’s
injuries.
Tone
Tone in a document is the impression we leave about our professionalism, our
attitudes toward the subject, and even our attitudes toward the reader. The choice of
personal pronouns is an important factor in giving your document a friendly,
personal, human tone.
Address the reader by name or as “you”
Use “you” or “your” often to express a conversational tone. This will make your
documents sound more natural, open, and much less bureaucratic.
Refer to yourself as “I” instead of “we”
Using “I” instead of “we” when the document is clear that only one person carried out
the action makes you seem more real to your reader. Refer to yourself or the person
signing the letter as “I” instead of “we.” You will communicate accountability, a
professional friendliness, and a personal interest in the document you are signing.
Use “we” when you are referring to actions you and at least one other person carried
out and “I” when referring to yourself as the subject of the action.
Avoid jargon
Avoid unfamiliar, jargon. Use specific, concrete words to ensure the writing is as
direct and clear as possible. For example, instead of writing “We need to move
forward, seizing low-hanging fruit,” write “We need to move forward with an
achievable goal.”
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Avoid Repetitive and Redundant Words
Redundant expressions needlessly repeat ideas and add no value to your documents.
For example, in the expression “final outcome,” the word final is redundant because
outcome implies finality.
Delete repetitious words. Ex. Each and every student voted to strike in protest.
Correction: Each student voted to strike.
Redundant Words
Do not use the same word or words that have the same meaning within a sentence.
Do not say:
Say:
The Child Support Department and
the Child Welfare Department worked
together on a joint project.
The Child Support and Welfare
Departments worked on a project.
Avoid Redundancies
Do not use word pairs if the words have the same effect or where the meaning of one
includes the other.
Examples:
● any and all
● full and complete
● authorize and direct
● order and direct
● cease and desist
● each and every
Avoid Indefinite Words and References
Examples:
● Frequently
● Untimely
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● Unseasonable
● Temporarily
● Promptly
● Reasonably
Do not say:
Say:
Total disclosure of all facts is very
important to make sure we draw up a
total and completely accurate picture
of your financial position.
Disclosing all facts is important to
create an accurate picture of your
financial position.
Superfluous and Verbose Expressions
Do not say:
Say:
The attorney general is empowered to
appoint such personnel as may
reasonably be required to carry out
the functions prescribed for his office.
The attorney general may appoint
personnel to carry out the office's
functions.
Absolutely null and void and of no
effect
Void
Adequate number of
Enough
At the same time
When
At the place
Where
For the purpose of
In order to
To
During such time as
While
By virtue of
By means of
By, under
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Give consideration to
Consider
Have knowledge of
Know
Is authorized and directed to
Is directed to
Is required to
It is the duty
Shall
Is authorized to
Is empowered to
It shall be lawful
May
In case
In the event that
However or provided
If
Is able to
Can
Write Positively
Express negative ideas in positive form.
Do not say:
Say:
A decision will not be made unless all
information has been received.
A decision will be made when all
information is received.
The request cannot be approved
without payment.
The request will be approved when
payment is received.
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Use Action Verbs
Do not say:
Say:
is applicable to
applies to
is concerned with
concerns
make payment
pay
denial
deny
Make application to
apply
give recognition to
recognize
Hidden Verbs
Hidden verbs found in endings such as -ment, -tion, -sion, and -ance or link with
verbs such as achieve, effect, give, have, make, reach, and take. Often, you will find a
hidden verb between the words “the” and “of.”
Do not say:
Say:
If you cannot make the payment of
the $100 fee, you must make an
application in writing before you file
your form.
If you cannot pay the $100 fee, you
must apply for a fee waiver in writing
before you file your form.
Use Singular Nouns Rather Than the Plural Nouns
Using singular nouns instead of plural nouns avoids confusion of whether the noun
applies separately or jointly.
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Do not say:
Say:
The applicant shall submit the
required fee or fees.
The applicant shall submit the
required fees.
The guard will issue a security badge
to each employee who works in
Building D and each employee who
works in Building E.
The guard will issue security badges
to the employees who work in
Buildings D and E.
**Exception: Use plural nouns for headings and titles.
Use Elliptical Clauses
An elliptical clause is a clause in which some words have been left out.
Do not say:
Say:
For excusable delays that are not
caused by weather, the Department
pays your added costs.
For excusable delays not caused by
weather, the Department pays your
added costs.
If the Court determines that a claim is
without merit, you may...
If the Court determines a claim is
without merit, you may...
Use Parallel Phrases
Parallel phrases balance a sentence when a series of words, thoughts, or ideas appear
in one sentence.
Do not say:
Say:
A copy may be obtained by mail or if
a person appears personally.
You may obtain a copy by mail or in
person.
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Avoid Prepositions
Avoid prepositions but do not eliminate them if non-parallel phrases are created as a
result.
Do not say:
Say:
authority of the Judge
Judge's authority
order for the court
Court order
Avoid Split Infinitives
An infinitive consists of the word to and the base form of a verb. A split infinitive
occurs when another word is placed between to and the verb.
Do not say:
Say:
Be sure to promptly reply to the
invitation.
Be sure to reply promptly to the
invitation. or
Be sure to reply to the invitation
promptly.
Avoid Adjectives
Adjectives composed of two or more words are usually hyphenated when they
precede a noun, even though the phrase would not be hyphenated if standing alone,
such as "low income," "one year," "full time," and "part time." This is necessary to
avoid ambiguity.
Do not say:
Say:
A patron may purchase two dollar
tickets.
A patron may purchase two-dollar
tickets.
Low income persons may serve three
year terms.
Low-income persons may serve
three-year terms.
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Do not hyphenate between an adverb ending in "ly" and the adjective it modifies. For
example, "substantially new construction" does not need a hyphen.
Using the Words Shall, Will, Must, Should, and May
shall
imposes an obligation to act, but may be confused with
prediction of future action
will
predicts future action
must
imposes obligation, indicates a necessity to act
should
infers obligation, but not absolute necessity
may
indicates discretion to act
may not
indicates a prohibition
To determine whether the use of "shall" or "may" is correct, a helpful test is to
mentally substitute for the word "may" the words "has the authority to" and
substitute for the word "shall" the words "has the duty to." This reading will make it
readily apparent whether the usage is correct.
Do not say:
Say:
The Governor shall approve it.
The Governor must approve it.
[obligation]
The Governor will approve it. [future
action]
The department should …
The department shall …..
The department should not …
The department may not …
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Avoid Unnecessary Qualifiers
Qualifiers do not add meaning to a sentence and will cause misinterpretations.
Examples:
● actual
● all (only use to differentiate between partial and whole quantities)
● any (only use to specify a choice)
● completely
● existing (with remove, reconstruct, salvage, abandon, or obliterate)
● Do not use respective and respectively.
Do not say:
Say:
All forms are listed under the names
of their respective sections.
Forms are listed under the names of
their corresponding sections.
Avoid Use of Exceptions
State a rule or category directly. Do not describe the rule or category by stating its
exceptions.
Do not say:
Say:
All persons except those 18 years or
older…
Each person under 18 years of age…
Use an exception only to avoid long and cumbersome lists or elaborate descriptions.
State the rule or category first then state its exception.
Do not say:
Say:
Alabama, Alaska,... (listing 47 states)
and Wyoming must ration...
Each state except Texas, New Mexico,
and Arizona must ration...
(In this case the category "each State"
is established first and then the
exceptions are stated.)
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Do not use general phrases such as "except as otherwise specified" or "except as
otherwise shown." Be specific and state the particular items to which the specification
does not apply. Use “Specify:.”
Write Short Sentences/Questions
It is difficult to determine the intended meaning of a complex sentence. Readable
sentences are simple, active, affirmative, and declarative. The more a sentence
deviates from this structure, the harder the sentence is to understand. Follow these
guides for writing sentences:
1. State one thing and only one thing in each sentence.
2. Divide long sentences into two or three short sentences.
3. Remove all unnecessary words. Strive for a simple sentence with an implied
subject and implied verb. Eliminate unnecessary modifiers.
Do not say:
Say:
When the device is not in use for less
than one work shift, turn off the
device.
When the device is not in use during a
work shift, turn it off.
In the event that the director objects
to the filing of the complaint, the
director, in his discretion, may file a
responsive pleading subsequent to the
filing.
If the director objects to the
complaint, the director may file a
responsive pleading.
Be Consistent
Use simple specific words. Do not use abstract, vague, or different words to say the
same thing.
Do not say:
Say:
Each motor vehicle owner must
register their car with the Department
of Motor Vehicles.
Each automobile owner must register
their automobile with the Department
of Motor Vehicles.
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Use Parallel Structure
Arrange sentences so that parallel ideas look parallel. When using lists, the lead-in
sentence along with each item in the list should read as though it is a stand-alone
sentence.
Use lists and numbered steps when presenting information that has several parts or
is chronological. Even if the information isn’t too complicated, a list adds white space
and helps with understanding.
Do not say:
Say:
The duties of the Executive Secretary
of the Administrative Committee are:
● To take minutes of all the
meetings
● The Executive Secretary
answers all the
correspondence
● Writing of monthly reports
The duties of the Executive Secretary
of the Administrative Committee are
to:
● Take minutes of all meetings
● Answer all correspondence
● Write monthly reports
Use Preferred Expressions
Do not say:
Say:
in accordance with
conformance with
as determined by
according to
subsequent to
after
permit
permitted
allow
allowed
at no cost to the Petitioner
at the Agency's expense
for the reason that
due to the fact that
because
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prior to
before
commence
initiate
begin
alter
modification
revision
change
adequate number of
sufficient number of
enough
excluding
except
in the interest of
with reference to
for
when
subject to
in case
in the event that
provided that
if
(except use when in reference to time
and where in reference to location)
in lieu of
instead of
deems
is
retain
keep
When choosing a word, balance the following:
● Use the most basic word.
● If the most basic word has many definitions and if those definitions can cause
confusion, use a more precise word.
● Use industry-standard words.
● When a law is referenced, use the core words of the law. Do not use the
legalese, if possible.
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Omit Needless Words
Do not say:
Say:
with regard to
about
located at
at the following location
at
because of the fact that
because
by means of
by
at no time
do not
during the course of
during the duration of
during
for the period of
for
in a manner that
in a manner which
how
in the event of
should it appear that
if
including, but not limited to
including
at a later date
later
on a monthly basis
monthly
close proximity
near
there will be no
no
related to
of
pertaining to
of, about
such that
that
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so as to
in order to
to
as a means of
for the purpose of
to, for
until such time
until
Use Simple Language
Do not say:
Say:
Accorded, afforded
given
cease
stop
ascertain
determine
cognizant of
aware of
deem
consider
effectuate
carry out
execute
sign
indicate
show
institute
begin, start
interrogate
question
of each year
annually
opt for
choose
optimum
best
preserve
keep
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pursuant to
under
subsequent
later
summons
send for, call, request
For more plain language alternatives, see section 5.1 Plain Language Alternatives to
Commonly Used Terms.
Ranges of Numbers, Days, Dates, and Ages
To specify ranges of numbers, ages, and dates: to, through, between, and from.
Do not say:
Say:
From July 1, 2002, to. . .
After June 30, 2002, and before. . .
Between July 1, 2002, and. . .
After June 30, 2002, and before. . .
Before July 1, 2002. . .
To (or until or by) June 30, 2002. .
between the ages of 17 and 45
17 years old or older and under 46
who has passed his 17th birthday [or
who is 17 years old or older]
unless you mean
who is 18 years old or older
who is more than 17 years old
over 17 members
at least 18 members
not fewer than 18 members
Statutory language
What to do when you can’t change the legal language? Avoid citing statutory
language. If you have to keep it, keep it small. Provide a hyperlink to direct the user
to a specific section. https://docs.legis.wisconsin.gov/statutes/prefaces/toc
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Legalese:
● Remove legalese language (therefore; whereas; hereafter; wherein; etc.).
● Rewrite in a way that the reader will understand.
● When a law is referenced, use the core words of the law.
Definitions:
● It is important not to define a word in a sense significantly different from the
way it is normally understood by the persons to whom it is primarily
addressed.
● Rewrite to try to eliminate the need for most definitions.
● Define the word where you use it in your form.
● If you must have a definition section, place it at the beginning or the end of
your form and direct word definitions within the form with hyperlinks.
Acronyms
Define initialisms and acronyms when first introduced. For example, “American Bar
Association (ABA).” Thereafter, refer to the entity defined only by the initials or
acronym. If the entity is mentioned only once in a writing, do not use the initials or
acronym but rather the full name.
Bulleted Lists
Use bulleted lists to clarify text. These lists make text simple and emphasize
important points.
Colloquialisms
Avoid using colloquial phrases in correspondence as they will confuse the reader.
Colloquial language includes slang, but also informal words, phrases known only to
native speakers of the language, and regional/local phraseology.
4.3 Websites
Web Accessibility
What is web accessibility? In simple terms, it is ensuring that every visitor to a
website is able to access, navigate and understand all of the content displayed.
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Web accessibility is for everyone, irrespective of the method of access. Website users
can be broadly categorized into three groups:
1. Users who are not visually impaired and use a mouse to navigate and access
content on a website. These ‘sighted’ users can easily look through the content
without assistance. These users also benefit from web accessibility features
such as “alt” text for images wherein they can just hover over the image and
see information about it rather than having to click on the image.
2. Visually impaired users or those that use a keyboard to navigate a website.
These users require web accessibility features enabled so as to provide them
with the same access to content as ‘sighted’ users. For example, having “link
outline” enabled helps keyboard users find their way on the webpage by
highlighting the link that their ‘cursor’ is on. Without an outline it is nearly
impossible to find your place on a website. See example below.
3. Users with assistive devices such as screen readers gain the maximum benefit
from web accessibility. Screen readers read aloud the content on the webpage
including images, navigation, hyperlinks etc. Without web accessibility
features, these users face an uphill task to access and navigate a webpage. For
example, a simple “alt” text for an image helps these users as the assistive
device would read aloud the “alt” text to help the user understand that this is
an image with a title. Without web accessibility, imagine trying to access,
understand and navigate a webpage with the monitor off. It is impossible to
know your place on the page much less navigate it.
Keeping all these users in mind, it is every web developer’s responsibility to ensure
that their sites, forms, documents and other media are accessible to users by
implementing web accessibility guidelines to the fullest extent possible.
There are several resources available to help implement web accessibility. Here are
some guidelines:
● Web Accessibility Initiative (WAI):
https://www.w3.org/standards/webdesign/accessibility
● Web Accessibility in mind (WebAIM) : https://webaim.org/
● Web Content Accessibility Guidelines (WCAG):
https://www.w3.org/WAI/standards-guidelines/wcag/
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● U.S. Government-wide IT Accessibility Program – Section 508:
https://www.section508.gov/
Tools to check for web accessibility:
● Web Accessibility Evaluation Tools List - https://www.w3.org/WAI/ER/tools/
Example of a webpage without outlines for links
Do you know where you are?
(Hint: The link that is in focus/tabbed over is “Message from the Chief Justice”, the
first link in the right hand side menu bar.)
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The same web page with an outline for a link that is in focus or tabbed on, which
gives the keyboard user a visual cue as to the location of the cursor. Options for
styling of the outline range from a simple dotted border to solid lines of color as
shown below. No matter the style, it should still meet accessibility guidelines.
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Tools
WriteClearly
Web experts recommend that web content should be at 8th grade reading level or
27
lower in order to reach a broad audience. Writeclearly is a free web tool that is
designed for helping authors write more readable web content. WriteClearly
analyzes the reading grade level of a web page and offers suggestions for improving
readability. WriteClearly is a web browser “bookmarklet” which a snippet of code
that can be easily saved as a web browser bookmark You do not need to install any
software.
Get WriteClearly at http://openadvocate.org/writeclearly
Once you have WriteClearly installed as a bookmarklet in your web browser’s
bookmarks toolbar, visit a web page you want to analyze and then click/select the
bookmarklet. WriteClearly will analyze the web page and display a panel with the
results. (To inspect only part of the text on a web page, select the text and then click
on the WriteClearly bookmark.)
27
Jakob Nielsen, Lower-Literacy Users: Writing for a Broad Consumer Audience
,
https://www.nngroup.com/articles/writing-for-lower-literacy-users/ March 14, 2005 (accessed
Nov 9, 2018)
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WriteClearly will display Flesch-Kincaid Grade Level of the web page along with a
28
summary of the suggestions. By clicking on the “See suggestions” you can review all
the suggestions. (The suggestion number is added to corresponding section in the web
page as a purple marker. )
1. WriteClearly identifies complex words and suggests simpler synonyms.
2. Short paragraphs are easier to read and understand. WriteClearly identifies
long paragraphs and suggests breaking them into several shorter paragraphs.
3. Shorter sentences are better for conveying complex information. WriteClearly
identifies long sentences and suggest breaking up into smaller sentences.
4. On the Internet, text in ALL CAPS is associated with “yelling.” Excessive use of
ALL CAPS makes text harder to read. WriteClearly identifies excessive use of
ALL CAPS and suggests avoiding the practice to improve readability.
28
Wikipedia, Flesch–Kincaid Readability Tests
https://en.wikipedia.org/wiki/Flesch%E2%80%93Kincaid_readability_tests (accessed Nov 9,
2018)
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5. Large passages of underlined text look ugly and are hard to read. On the web,
underlined text can also be mistaken for a link. WriteClearly catches instances
of underlined text and suggests avoiding it to improve readability.
6. Multiple exclamation points should be avoided in professional writing.
WriteClearly identifies instances of multiple exclamation points and suggests
toning it down.
7. Bold and italics should be used sparingly as they reduce readability of text.
WriteClearly identifies excessive use of bold and italics.
8. Don’t use “Click Here” for links as it degrades web accessibility of the web
page. WriteClearly catches instances of “click here” and suggests avoiding the
practice.
9. Images on web pages should have alternative text to make the content
understandable in screen readers. WriteClearly displays an alert when a page
has images without alternative text.
The development of WriteClearly was funded by a Technology Initiative Grant (“TIG”)
from the Legal Services Corporation (“LSC”).
29 30
ReadClearly
Legal web content presents unique challenges for the web author due to complexity
of legal information. While rewriting legal content to use plain language is helpful, it
is not always possible to eliminate legal terms completely. ReadClearly is a free tool
that enables website visitors to look up explanations for complex legal terms on your
website. ReadClearly’s pre-built glossaries are designed to assist with improving the
readability of legal services websites.
It’s easy to add ReadClearly to a website. Just add a Javascript code snippet to your
website and ReadClearly does the rest. To install ReadClearly please see
https://github.com/openadvocate/readclearly/blob/master/HOWTO.md.
29
Learn more about TIG https://www.lsc.gov/grants-grantee-resources/our-grant-programs/tig.
30
Abhijeet Chavan, Improve Readability of Web Content With WriteClearly, Innovations in
Legal Aid, Jan 22, 2018,
https://medium.com/innovations-in-legal-aid/improve-readability-of-web-content-with-writecl
early-3-0-2a2d2f64a74a (accessed Aug 29, 2018).
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Once installed, ReadClearly highlights words that are in its glossary of complex legal
terms. The web page visitor can then click on the word to see a plain language
explanation.
ReadClearly offers a choice of four pre-built glossaries:
1. Basic English Legal Glossary with Spanish Explanations
(349 terms) For
English-language websites. The 100 most commonly used English terms have
Spanish explanations to assist bilingual readers.
2. Common Usage Spanish Legal Glossary
(100 terms) For Spanish-language
websites.
3. Expanded Plain Language English Legal Glossary
(1763 terms) Plain language
explanations to assist readers understand advanced-level legal content.
4. Basic English Legal Glossary
(349 terms).
In addition to the pre-built glossaries offered by ReadClearly, you have the option to
use glossaries contributed by other users, or contribute your own. Contributed
glossaries can be found in our GitHub repository
https://github.com/openadvocate/readclearly.
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The development of ReadClearly was funded by a TIG from the LSC.
31
4.4 Building Signage
How can we deliver the message of “welcome, we respect
you, whatever situation brings you to our house?”
Building signage should be considered the first step to minimizing an otherwise
confusing, frightening experience for first time court users. When people understand
a process, they are more accepting to decisions, even if the decision is unfavorable.
In the justice system, minor adjustments such as helping court users navigate a
courthouse may translate into increased compliance with court orders and enhanced
perceptions of legitimacy. Ultimately, improving procedural justice through
32
improved signage creates a welcoming atmosphere, helps court users navigate the
building more easily, and communicates rules and procedures clearly and
respectfully.
Implementing or improving building signage may follow a Why? Where? How?
process.
Why should we care or invest in building signage? The referenced study,
“Improving Courthouse Signage”, identified the initiative as two primary elements of
procedural justice:
● Treating people respectfully; and
● Helping them understand key procedures.
31
Abhijeet Chavan, Add Legal Glossaries To Websites with ReadClearly, Innovations in Legal
Aid, Jan 22, 2018,
https://medium.com/innovations-in-legal-aid/add-legal-glossaries-to-websites-with-readclearly-
3-0-57d62a3baf31 (accessed Aug 29, 2018)
32
RALPH POPE-SUSSMAN, IMPROVING COURTHOUSE SIGNAGE: PROCEDURAL JUSTICE THROUGH DESIGN
(Center for Court Innovation 2015).
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If a court is using this plain language guide to improve understanding by the court
user of court procedures, forms and communication; it is imperative that this goal be
extended to the arrival and departure of the court user.
In its publication, “What do Defendants Really Think?”, The Center for Court
33
Innovation found that people are more likely to perceive the justice system as fair
when they feel they are treated with respect, understand the process, have
opportunities to be heard, and that decision-makers are unbiased.
What can we do to achieve this improved understanding?
● Create a welcoming atmosphere through logos and welcoming signage,
including the court’s mission in a visible, prominent location;
● Enable court visitors to navigate the courthouse more easily with building
directories by the elevator on every floor and clearly identified courtrooms;
and,
● Communicate court rules and procedures clearly and respectfully, such as cell
phone, dress attire, and recording device policies.
Before: After:
Where should this improved signage be located? Eye-level, visible signage with
well-known terminology will lessen the “fear of the unknown” in the court user.
33
RACHEL SWANER ET AL., WHAT DO DEFENDANTS REALLY THINK?(Center for Court Innovation
2018), available at https://www.courtinnovation.org/publications/what-do-defendants-really-think, accessed
November 13, 2018.
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Performing a walk-thru of your courthouse with a friend who has never been there
will help you see what a new court user sees. Where would they look for directions?
In the elevator? Upon exiting the elevator? As you walk down a corridor? At a
turning point in the corridor? Don’t expect the court user to remember where the
arrow was pointing when they exited the elevator. Constantly encourage them that
they are going in the right direction with repeated signs with simple labels and
legible lettering.
Investing in professional, commercial signs versus typed paper signs tells the court
user that he/she is worth the time, effort and investment.
Before: After:
How can we deliver the message of “welcome, we respect you, whatever situation
brings you to our house?”
Be cognizant of court users with limited abilities, whether it is language needs or
physical needs. Place signage at a level that someone with a physical disability can
easily read. Include signage in languages most commonly used in your area. On the
topic of language access, The National Center for State Courts refers to ‘Wayfinding”
in their report and recommendation to California courts.
34
34
National Center for State Courts, Wayfinding and Signage Strategies for Language Access in
the California Courts: Report and Recommendations, Judicial Council of California (February
2017), available at www.courts.ca.gov/languageaccess.htm, accessed October 19, 2018.
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● Include signage that directs court users with impaired hearing on where to go
for assistance;
● Assure that signs at elevators and corridors and courtroom entrances have
raised and Braille characters;
● Identify those areas limited to court staff in clear language;
● We’ve discussed using symbols and icons versus wordy documents and forms
in earlier sections. Building signage lends itself to these types of signs. Not
only do recognized symbols accomplish delivery of the message at first sight,
the cost of signage is reduced;
● Rethink language that is common to court staff but confusing to the court
user, such as “community supervision.” Replace this term with “probation.”
● Avoid signage that may be confusing. For example, replace “payments” with
“court costs and fine payments”; and
● Revise or fine tune signage along the way if you see it is ineffective or
misleading.
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The Tennessee Supreme Court Access to Justice Commission during its 2012 Clerks’
Conference listed easy steps to assisting the self-represented litigant navigate an
unknown territory full of uncommon phrases and words.
● Keep sentences to fifteen words or less;
● Never use ALL CAPS or italics
. This formatting makes words harder to read.
● Use common terms as much as possible. Use ‘lawyer’ instead of ‘attorney’;
and,
● Use contractions. Use ‘can’t’ instead of ‘cannot.’
Remember that eliminating or minimizing fear of the unknown for the court user
allows them to develop trust and confidence in the justice system, even at a time
when the outcome is uncertain.
4.5 Training Court Professionals
Within federal agencies, complying with the Plain Language Writing Act of 2010 is
measured by Report Cards. The Report Card grades federal departments within
35
each agency and advises them how to improve.
The two main criteria are:
1. Compliance - Does the agency content submitted fulfill the requirements of
the Plain Writing Act of 2010?
2. Writing and Information Design - Do the samples consistently make
documents and web pages easier to read, understand and use?
Since this concept of using plain language in our courts is not mandated, there are no
Report Cards. However, NACM encourages court managers to review current court
processes, forms, building signage, websites, and other materials and implement the
use of plain language to ensure all communications are easily understood by court
customers. Using the Report Card as a guide, courts can make their best effort to
comply with the Act even if not mandatory.
35
Center for Plain Language/Reports,
https://centerforplainlanguage.org/reports/federal-report-card/
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Establish a Plain Language Committee
Creating a governance structure around a large and iterative process is integral to
success. When establishing your Plain Language Committee, identify and assign a
key member from each department to review the current court processes; forms; and
other materials for their respective areas. For example, judicial officers, forms
attorneys, clerks of court, and division supervisors (criminal, civil, probate, etc.). This
committee would then:
1. Develop a plain language drafting process,
2. Educate respective staff on style and formatting guidelines,
3. Designate persons to oversee ongoing compliance with established
36
guidelines,
4. Develop training modules on the usage of plain language,
5. Test new forms and customer service scripts, and
6. Prioritize the forms drafted in plain language.
Communicating the benefits of using plain language in court materials early on in the
process will go a long way to change the court culture so that use of plain language
becomes systemic in your court.
Design a Checklist for Implementing Plain Language
Design a Checklist for Implementing Plain Language in Court Processes and Forms
Example Checklist
√ ∕ X
AREA:
ACTION:
Mission Statement
Court Customers
Instructions on Courtroom Decorum
Public Signage in Courtrooms
36
Administrative Conference of the United States, Plain Language in Regulatory Drafting,
December 2017, https://www.acus.gov/recommendation/plain-language-regulatory-drafting,
accessed May 9, 2018.
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Juror Education – What to Expect if Summoned?
Instructions for Self-represented Litigants
Kiosks and Electronic Court Dockets
Process for Communicating with a Judge
Forms:
Court Notices
Generic Court Orders
Self-Help Documents
Attorney Appointment/Reimbursement Forms
Juror Instructions
Grand Juror and Petit Juror Oaths
Personnel:
Orientation Materials
Staff Training Manuals
Job Descriptions (Roles & Responsibilities)
Strategic Plan
Addressing the Media
Public Speaking
Telephone Etiquette
Social Media Etiquette
Coordinator’s Oath and Understanding the Canons
Filing a Grievance
Example:
√
Court Notices
Can the notice be
easily understood
after the first reading?
Does the notice tell the
person receiving it
what he or she must
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do, if anything?
Could images be used
in the notice to help
further communicate
the message? For
example:
Affix postage
See other examples in
the Court Forms
section 4.1.
Test New Forms and Customer Service Scripts
Employing the methods for testing discussed in Chapter 3, test your court forms and
customer service scripts (verbal communication) to ensure that others easily
understand the information being communicated.
▃▃
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5 Tools and Resources
1. Center for Plain Language: They offer resources to help government agencies
and businesses write so clearly that their intended audience understands what
they are saying the first time they read or hear it.
2. FDA: Plain Writing: It’s the Law! Explains Plain Writing Act of 2010, and
explains how to improve the effectiveness and accountability of Federal
Agencies to the public by promoting clear communication that the public can
use and understand.
3. Federal Plain Language Guidelines: The Plain Language Action and
Information Network (PLAIN) is a community of federal employees dedicated
to the idea that citizens deserve clear communications from government.
4. How Users Read on the Web, by NN/G Nielsen Norman Group, Evidence-Based
User Experience Research, Training, and Consulting:
Research shows that 79
percent of the test users scanned a web page, and 16 percent read
word-by-word. This article explains how to write scannable text for web
content.
5. Illinois Courts Access to Justice Standardized State Forms:
Illinois standardized
state forms examples.
6. Legal Writing in Plain English, by Bryan Garner:
This book takes a practical
approach to legal writing. The author has three decades of experience working
with law students, lawyers and judges. Practical exercises accompany each
section of the book.
7. Plain English and the Law: The legal consequences of clear and unclear
communication. This booklet highlights the importance and benefits of clear
communication from a legal perspective. Explains how plain English can save
time and money by avoiding unnecessary legal costs.
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8. Plain Language Disaster Sheets to help people affected by natural disasters:
Sample print flyers.
9. Plain Language Examples, British Columbia Web Content and Development:
The
British Columbia government lists plain language examples, word lists, and
usage.
10. ReadClearly: ReadClearly identifies complex legal terms on your website and
displays a plain language explanation.
11. SRLN Brief: Plain Language Resources for 100% Access:
As described by the
federal government on plainlanguage.gov, plain language is communication
your audience can understand the first time they read or hear it.
12. The Office of the Federal Register (OFR) Plain Language Tools: Writing
Resources:
The Office of the Federal Register (OFR) offers resources to help
writers comply with the Plain Writing Act of 2010 and Presidential
Memorandum of June 1, 1998 – Plain Language in Government Writing.
13. Transcend–Plain Language Tips for Courts & Law:
Transcend, a translation
agency, offers plain language tips.
14. Transcend–Plain Language Works for Pro Per Litigants, by Maria Mindlin and
Katherine McCormick:
An article about plain language and how it works.
15. Usability.gov: Improving the User Experience: Writing for the Web: People
read differently online than they do when they read print materials -- web
users typically scan for information. This article helps explain how to write
specifically for web pages.
16. Webinar: How to Incorporate Plain Language into Court Forms, Websites, and
Other Materials:
The National Association for Court Management, in
partnership with the Self-represented Litigation Network (SRLN) provides this
webinar.
17. WriteClearly: Use WriteClearly to test the reading grade level of a web page.
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18. Writing For Self Represented Litigants. A guide for Maryland’s courts and civil
legal services providers:
Addresses writing for the needs of self-represented
litigants in order for them to better understand what they are reading.
19. Behavioral Insights Communications Checklist from the Department of Labor:
Quick tool to make sure you are communicating effectively.
20. Article:
Plain Language in Government Suffers in 2017:
Highlights the
importance of usable FAQ pages and infographics on websites. Provides
insight into what the Center for Plain Language looks for when assessing
government web pages and resources for usability. Includes seven criteria
upon which the Center assesses resources.
21. Webinar:
Infographics: Plain Language Considerations:
Discussion about
effective plain language infographics. Discusses considerations and questions
as you plan creation of an infographic. Moves to understanding effective use
of data in infographics. Ends with a discussion of effective communication
with target audience through infographics.
22. Writing for Self-Represented Litigants:
A guide produced by the Maryland
Access to Justice Commission.
23. Article:
Self-Help, Reimagined:
Discusses the social science behind the use of
plain-language and graphics in instructional materials in the law.
▃▃
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5.1 Plain Language Alternatives to Commonly Used Terms
A
(an) absence of no, none
abundance enough, plenty, a lot (or say how many)
accelerate speed up
accentuate stress
accommodation where you live, home
accompanying with
according to our records our records show
acquire buy, get
accordingly so
accrue add, gain
accurate correct, exact, right
achieve do, make
additional added, more, other
address discuss
adjacent to next to
adjustment change, alteration
admissible allowed, acceptable
admit agree
adopt approve
advantageous useful, helpful
advise recommend, tell
advise tell, say (unless you are giving advice)
affix add, write, fasten, stick on, fix to
aforesaid this, earlier in this document
aggregate total
alter change
alleviate ease, reduce
allocate divide, share, give
alternative (a) choice, (the) other
amendment change
anticipate expect
apparent clear, plain, obvious
appear seem
applicant (the) you
apprise inform, tell
appropriate proper, right, suitable
approximately about, roughly
as a consequence of because
ascertain find out, learn
as of the date of from
assist, assistance aid, help
attain reach, get, win
attempt try
attorney lawyer
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B
benefit help
by means of by, with
belated late
beneficial helpful, useful
bestow give, award
breach break
by means of by
C
calculate work out, decide
capias warrant
capability ability
caveat warning
cease finish, stop, end
circumvent get round, avoid, skirt, circle
clarification explanation, help
commence start, begin
communicate talk, write, telephone (be specific)
competent able, can
compile make, collect
complete fill in, finish
completion end
comply do, follow
components parts
comprises is made up of, includes
(it is) compulsory (you) must
conceal hide
concept Idea, plan
concerning about, on
conclude end, finish
concur agree
condition rule
consequently so
considerable great, important
constitutes is, forms, makes up
consult talk to, see, meet
contains has
contemplate think about
contrary to against, despite
correspond write
counter against
courteous polite
cumulative added up, added together
D
decree order
deduct take off, take away
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deem believe, consider, think
defer put off, delay
demonstrate prove, show
depart leave
directive order
designate appoint, choose, name
desire want, wish
determine decide, figure, find
detrimental harmful, damaging
develop grow, make
disburse pay, pay out
discharge carry out
disclose show
discontinue drop, stop
discuss talk about
disseminate give, issue, pass, send
dissolution divorce
documentation papers, documents
domiciled in living in
duration time, life
during which time while
dwelling home
E
effect modifications make changes
elapse pass, go by
elect choose, pick
eligible allowed, qualified
eliminate cut, drop, end
emphasize stress
employ use
empower allow, let
encounter meet
endeavor try
enumerate count
enquire ask
ensure make sure
enter approve, order, sign
equitable fair
equivalent equal
erroneous wrong
establish set up, prove, show
evaluate test, check
evident clear
examine check, look at
exceedingly highly
excessive too many, too much
exclude leave out, do not include
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excluding apart from, except
exclusively only
exempt from free from
exhibit show
expedite hurry, speed up
expeditious fast, quick
expend pay, spend
expertise ability
expiration end
expire run out
extended long
F
fabricate make, make up
facilitate ease, help
factor reason
failed to didn’t
favorable good
feasible can be done, workable
final last
finalize complete, finish
forfeit give up, lose
formulate plan, devise
forthwith now, at once
forward send
frequently often
function act, role, work
fundamental basic
furnish give, send
furthermore then, also, and
G
generate produce, give, make
grant give
H
has the capacity can, is able
henceforth from now on
hereby now, by this (or edit out)
herein here
heretofore until now
herewith below, here
however but
I
identical same
identify find, name, show
imply suggest, hint at
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immediately at once
impacted affected, changed
Impairment problem
implement carry out, start
in accordance with by, following, per, under
in advance before
in addition also, besides, too
inasmuch as since
inappropriate wrong, unsuitable
in case of if
in conjunction with and, with
in consequence because, as a result
in excess of more than
inform tell
in lieu of instead
in order that for, so
in order to to
initial first
initiate start
in receipt of get, have, receive
in regard to about, concerning, on
in relation to about, with, to
in respect of about, for
in the absence of without
in the course of while, during
in the amount of for
in the event of if
in the near future shortly, soon
in the neighborhood of about, around
issue give, send
is applicable to applies to
is authorized to may
is of the opinion thinks
it appears seems
it is known that I/we know that
it is requested please, we request, I request
J
justify prove
L
liaison discussion
(a) large number of many, most (or say how many)
legislation law
locality place, area
locate find, put
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M
magnitude size
maintain keep, support
majority most
manufacture make
marginal small, slight
material relevant
materialize happen, occur
maximum greatest, largest, most
minimum least, smallest
modify change
monitor check, watch
moreover and, also, as well
motion request
N
narrate tell
necessitate cause, need
negligible very small
nevertheless but, however, even so
notify let know, tell
notwithstanding in spite of, still
numerous many
O
objective aim, goal
obligate bind, compel
observe see
obtain get, receive
occupation job, work, business
occur happen
operational working
on behalf of for
on numerous occasions often
optimum best, ideal
option choice
originate start, came from
otherwise or
outcome result
outstanding unpaid
P
parameters limits
participate join in, take part
perform do
permissible allowed
per annum every year
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permit let
pertaining to about, of, on
peruse read, read carefully, look at
portion part
position place
possess have, own
possessions belongings
possibility chance
practically almost, nearly
precede go before, come before
presently now, soon
preclude prevent
predominant main
prescribe set, fix
preserve keep, protect
previous earlier, past
principal main
prior to before
probability chance
procedures Rules, way
proceed go ahead
procure get, obtain, arrange
proficiency skill
programmed planned
prohibit ban, stop
projected estimated
promptly quickly, at once
promulgate issue, publish
provide give, offer, say
provisions rules, terms
purchase buy
pursuant to by, following, per, under
R
recapitulate sum up
reconsider think again about, look again at
reduce cut
reflect say, show
regarding about, of, on
relocation move
regulation rule
reimburse repay, pay back
reiterate repeat, restate
relocate move
render make, give, send
remain stay
remuneration pay, payment
render give, make
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represents shows, stands for, is
request ask
require must
requirement need
reside live
retain keep
review look at (again)
revised new, changed
revocation cancel, withdraw
S
selection choice
shall must
significance meaning, point
similar like
simultaneously at the same time
solely only
solicit ask for
specified given, written, set
state say, tell us, write down
statutory legal, by law
subject the, this, you
submit send, give
subsequently after, later, then
substantial large, much
sufficient enough
supplement go with, add to
supplementary extra, more
supply give, sell, deliver
surrender turn in
surmise guess
susceptible open to
T
terminate end, stop
thereafter then, afterwards
thereby by that, because of that
therefore so
therein there
thereof its, their, of that
thereto to that
the undersigned I
thus so, therefore
timely prompt
transfer change, move
transmit send
transpire happen, occur
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U
ultimately in the end, finally
unavailability lack of
undersigned I, we
undertake agree, promise, do
unilateral one-sided, one-way
unoccupied empty
utilize use
V
validate confirm
verbatim exact
viable practical, workable
variation change
vice instead of, versus
virtually almost (or edit out)
visualize see, predict
W
warrant call for, permit
whatsoever whatever, what, any
whereas because, since, but
with reference to about
with the exception of except for
witnessed saw
whether or not whether
with reference to about
with regard to about, for
▃▃
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About the Authors
Aurora Zamora, Chair
Aurora Zamora is employed with the Texas Office of Court
Administration as a Court Services Consultant. In this role
Aurora trains court personnel and court clerks and provides
technical assistance to any of the courts in Texas in the area
of case management and court processes. Aurora has been a
member of the National Association for Court Management
since 2003.
Alyce Roberts, Co-Chair
Alyce Roberts works in the Administrative Office of the
Alaska Court System where she serves as the special projects
coordinator. In this capacity, she is the Administrative
Office’s primary liaison with clerks of court and is
responsible for the management of statewide projects. Ms.
Roberts has been a member of the National Association for
Court Management since 2009, is currently serving on the
NACM Board, and is the Communications Committee Chair.
She is a Fellow of the Institute for Court Management (2010).
Terri Borrud
Terri first began working with forms and Form Management
Programs over 38 years ago while employed with a large
insurance company in Madison, Wisconsin. She set up their
first “forms management program” for their home office and
7 branch offices. She has worked in various capacities of
forms management over the years as an analyst, designer,
sales representative and manager. She joined the Wisconsin
Supreme Court, Director of State Courts office in the Court
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Operations Department in 2005 where she manages nearly 1,000 court forms. She
also staffs the Wisconsin Records Management Forms Committee which consists of
judges, court commissioner, clerks of court, juvenile court clerk, register in probate,
district court administrator, a member from the state bar and district attorney’s
office. This committee creates and maintains all the circuit court forms through an
extensive review and approval process.
Abhijeet Chavan
Abhijeet Chavan has over 20 years of technology
consulting experience with public sector, higher education,
and non-profit clients. He is a consulting manager with
Tyler Technologies, Inc
. Abhijeet was named to the Fastcase
50
list of global legal innovators in 2017. He regularly
presents at conferences on access to justice and artificial
intelligence. Abhijeet sits on committees of the State Bar of
California
, American Bar Association
, and National
Association for Court Management
. Previously, Abhijeet served as chief technology
officer of a consulting firm; created legal tools WriteClearly
, ReadClearly
, and DLAW
;
co-founded a media business; and managed geographic data projects. Abhijeet has
graduate degrees from the University of Illinois at Urbana-Champaign.
Renee L. Danser, Esq.
Drawing on her knowledge of justice system operations
and the pressures on the justice system, Ms. Danser
joined the Access to Justice Lab
at Harvard Law School
to
incorporate rigorous research into improving access to
justice. Ms. Danser believes that for our research to be
impactful, we must recognize the strengths and
weaknesses of the communities reviewing and
incorporating it. Using her court management and
non-profit leadership experience, Ms. Danser encourages
courts and the justice community to think about their needs and the needs of their
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users and how to successfully balance those interests. Reach Ms. Danser at
Colleen Horvath
Colleen Horvath is a Technical Writer and Analyst for the
Maryland Judiciary
in Annapolis, Maryland. Previously, she
was a documentation specialist working for large private
law firms in Information Systems and Training.
Sanjay Kodidine
Sanjay Kodidine has over 25 years of programming
experience and is currently the webmaster for the State of
Alaska Court System
. He is actively involved in web design
and ensuring that the Court System’s websites are user
friendly and accessible.
Erika Rickard, Esq.
Erika Rickard is the Senior Officer of a new initiative at The
Pew Charitable Trusts
, focused on modernizing the civil
legal system. Before joining Pew, she was a researcher at
the Access to Justice Lab, which conducts rigorous research
on access to justice and court administration at Harvard
Law School
. Rickard has worked in the Massachusetts
courts as the state’s first Access to Justice Coordinator,
developing policies, programs, and technologies to improve
access to justice for underserved communities. She previously represented MA state
agencies in trial and appellate practice as an Assistant Attorney General, and has
taught courses on Restorative Justice at Tufts University
and 21st Century Legal
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88
Profession at Suffolk Law School
. She currently serves on the Massachusetts Access to
Justice Commission.
Rickard can be reached at [email protected]. (Rickard’s
contributions to this guide were written prior to her work with Pew.)
Allison D. Spanner
Alison Downs Spanner works for the Illinois Supreme Court
in the Access to Justice Division at the Administrative
Office of the Illinois Courts. Alison staffs the Illinois
Supreme Court Commission on Access to Justice
and has
worked on a variety of policy matters including the
creation of plain language legal forms, an Illinois Supreme
Court approved Plain Language Policy, procedural
fairness, improving remote access to courts through
technology, increasing awareness of and addressing
implicit bias, and developing community trust and public confidence in the courts.
She is also an adjunct legal writing professor at Loyola University Chicago School of
Law
.
Alison began her career in private practice where she worked on a wide range of
matters including appeals, legal malpractice, family law, contract disputes, and
employment litigation. Allison holds a Bachelors of Philosophy in Interdisciplinary
Studies, Miami University
, Oxford, OH, 2007; and, a Juris Doctor, Chicago-Kent College
of Law
, 2010.
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