In recent years, there has been a global push toward making documents easier to read and act on, especially in fields like government, insurance, finance, and healthcare. Many of these sectors are still producing overly complex, formal, and jargon-heavy materials, which can confuse or alienate their intended audiences. As a response to this widespread challenge, the international standard ISO 24495-1 was published in 2023, formally defining the principles and application of Plain Language.
This article outlines why Plain Language is no longer optional, what ISO 24495-1 requires, and how organizations can apply it in real-world contexts, using examples and strategies proven to work.
Why Plain Language, Why Now?
Public-facing documents often contain high-stakes information: eligibility for tax credits, instructions for medication, data privacy notices, or terms of insurance coverage. Yet, these documents often share the same problems:
- Overly long, formal, or legalistic sentences
- Use of bureaucratic or ambiguous phrasing
- Poor alignment with user expectations or knowledge level
The result? Many people ignore the documents, misunderstand them, or call customer service for clarification. For companies and agencies, this leads to increased inquiries, reputational damage, and legal risk.
That’s why Plain Language has evolved from a best practice to a global compliance standard. With ISO 24495-1, clarity is no longer a stylistic preference—it’s a documented requirement.
What Is Plain Language?
According to ISO 24495-1:2023, Plain Language is more than using simple words. It’s a communication strategy that helps the intended audience find, understand, and use information easily.
“Plain Language means that the intended audience can easily find, understand, and use the information when they need it.” — ISO 24495-1:2023
It means structure, headings, visuals, and behavioral cues are just as crucial as sentence clarity.
Governments worldwide have already embraced Plain Language as a policy imperative:
- 🇺🇸 US Federal Government mandates Plain Language for all public-facing documents via PlainLanguage.gov
- 🇨🇦 Canada provides a national guide combining clarity, accessibility, and inclusion in its Canada.ca Plain Language Guide
- 🇪🇺 Europe coordinates government and institutional efforts through PlainLanguageEurope.com, with training tools built around ISO 24495-1
Plain Language has become a key enabler of trust, efficiency, and inclusiveness in public communication.
ISO 24495-1: The Four Core Principles
To help organizations adopt Plain Language, ISO 24495-1 defines four essential principles:
- Findable: Information must be easy to locate, with clear titles, section headings, and layout.
- Understandable: Language must match the reader’s knowledge level. Avoid jargon, reduce sentence complexity, and maintain clarity.
- Actionable: Readers should clearly understand what to do next. Instructions should be direct and easy to follow.
- Consistent: Maintain consistent tone, terminology, format, and visual style across the document.
These principles apply not only to text, but also to layout, navigation, and visual hierarchy.
Before & After: Real-World Examples
Plain Language works best when demonstrated. Here are a few transformations showing how complex documents can become clear, user-friendly communications.
1. Medicaid Eligibility (US Government)
Before:
Medicaid: Apply if you are aged (65 years old or older), blind, or disabled and have low income and few resources. Apply if you are terminally ill and want to receive hospice services. Apply if you are aged, blind, or disabled; live in a nursing home; and have low income and limited resources. Apply if you are aged, blind, or disabled and need nursing home care, but can stay at home with special community care services. Apply if you are eligible for Medicare and have low income and limited resources.
After:
You may apply for Medicaid if you are:
- Terminally ill and want hospice services
- Eligible for Medicare and have low income
- 65 or older, blind, or disabled, and either:
- Live in a nursing home, or
- Need nursing home care but can stay at home with community care
What Changed:
- Removed repetitive phrasing
- Used a bullet list for easier scanning
- Clarified eligibility pathways
Source: US plainlanguage.gov, Examples
2. Medical Instructions
Before:
The patient is advised to adhere strictly to the prescribed regimen of medication, which involves taking two tablets of 500 mg each of the antibiotic every eight hours, with the consumption of food to mitigate potential gastrointestinal side effects. Non-compliance with this schedule could result in diminished therapeutic efficacy and possible exacerbation of the condition.
After:
Take two 500 mg antibiotic tablets every 8 hours. It’s best to take them with food to avoid stomach problems. Follow this schedule closely to make sure the medicine works and helps you get better.
What Changed:
- Shorter, more direct sentences
- Common vocabulary
- Clear purpose and action
Source: Coleman Institute for Cognitive Disabilities
3. Submission Deadlines
Before:
We must receive your completed application form on or before the 15th day of the second month following the month you are reporting if you do not submit your application electronically or the 25th day of the second month following the month you are reporting if you submit your application electronically.
After
| If you submit your form: | We must receive it by: |
| Electronically | 25th of the second month |
| Not electronically | 15th of the second month |
What Changed:
- Simplified conditional logic
- Tabular format aids decision-making
- More precise and readable timeline
Source: US plainlanguage.gov, Examples
What Sets Hansem Global Apart
| Standard Providers | Hansem Global |
|---|---|
| Focus on word-level editing | Focus on full document engineering |
| Writing style advice only | Strategy, layout, and visual design |
| Limited to domestic guidanc | Aligned with ISO/TC 37 activities and international standards |
| Reactive compliance support | Proactive communication planning & multilingual localization |
As a contributing member to ISO/TC 37 (Terminology and other language and content resources), Hansem Global bridges the gap between international standards and real-world documentation.
We apply ISO 24495-1 not just for internal compliance—but to deliver clear, localized, user-tested content across public service, healthcare, and financial documentation.
Our Services Include:
- ISO 24495-1–based Plain Language audits
- Rewriting for clarity, usability, and translation-readiness
- Visual and structural redesign for accessibility
- Cross-industry experience in regulated environments
Final Thought: Let Your Documents Work for the Reader
Readable documents aren’t enough. They need to be actionable. ISO 24495-1 provides the blueprint, and Hansem Global provides the execution.
Want to improve your customer communications, reduce support costs, and meet regulatory standards? Let’s explore how we can help.