Supporting Families Annual Meeting 2004 More about Simplifying Penny Lane, The Center for Health...

Supporting Families Annual Meeting 2004Supporting Families Annual Meeting 2004

More about SimplifyingMore about Simplifying

Penny Lane, The Center for Health LiteracyPenny Lane, The Center for Health Literacy

MAXIMUSMAXIMUS

The Center for Health Literacy 2

Review and MoreReview and More

Writing Writing Formatting Formatting The Web The Web TranslationTranslation Field-testingField-testing


Build a TeamBuild a Team

Stakeholders:Stakeholders: Consumers (need information)Consumers (need information) Program (content, design)Program (content, design) Systems (formatting)Systems (formatting) LawyersLawyers Mail House (production)Mail House (production) Finance (costs)Finance (costs)


The Facts The Facts

Who are “low literate readers”?Who are “low literate readers”? Almost half of the American publicAlmost half of the American public A large percentage of Medicaid/SCHIP A large percentage of Medicaid/SCHIP

consumersconsumers Many who are articulate!Many who are articulate! SurvivorsSurvivors


The CostThe Cost

They don’t read your notice*They don’t read your notice* They read without comprehension*They read without comprehension* They miss important messages*They miss important messages* They miss deadlines/lose services*They miss deadlines/lose services* They use an intermediary (privacy!)They use an intermediary (privacy!) They’ll call you for help*They’ll call you for help*


IT IS TIME TO DETERMINE YOUR CONTINUING ELIGIBILITY FOR BENEFITS. THE REDETERMINATION MUST BE COMPLETED OR YOUR [PROGRAM] BENEFITS WILL END.

1. CONTACT ME FOR AN APPOINTMENT

2. PLEASE BRING THE COMPLETED FORM TO THE SCHEDULED APPOINTMENT AT [DATE].

YOU MUST ANSWER EVERY QUESTION ON THE APPLICATION FORM, EVEN THOUGH NOTHING MAY HAVE CHANGED. YOU MUST PROVIDE THE PROOF LISTED ON THE ENCLOSED FORM. CONTACT ME BY [DATE] IF YOU NEED TO RESCHEDULE THE APPOINTMENT.


IT IS TIME TO blah blah blah YOUR blah blah blah blah blah blah FOR BENEFITS. THE blah blah blah MUST BE blah blah blah OR YOUR [PROGRAM] BENEFITS WILL END.

1. CONTACT ME FOR AN blah blah blah

2. PLEASE BRING THE blah blah blah FORM TO THE blah blah blah AT [DATE].

YOU MUST ANSWER EVERY QUESTION ON THE APPLICATION FORM, EVEN THOUGH NOTHING MAY HAVE CHANGED. YOU MUST blah blah blah THE PROOF LISTED ON THE blah blah blah FORM. CONTACT ME BY [DATE] IF YOU NEED TO blah blah blah THE blah blah blah.


Do you have a problem?Do you have a problem?

Arm’s length viewArm’s length view Read aloud testRead aloud test


Quick FixesQuick Fixes

ReduceReduce Revise Revise ReformatReformat


The World Wide Web: Who knew?The World Wide Web: Who knew?

Used byUsed by ApplicantsApplicants Children of applicantsChildren of applicants Friends and relatives of applicantsFriends and relatives of applicants Your staffYour staff


Web material, including on-line Web material, including on-line appsapps

Planning is key.Planning is key. Web users SCAN more than read.Web users SCAN more than read. Make it intuitive.Make it intuitive. Make it visually simple.Make it visually simple. Make it linguistically appropriate.Make it linguistically appropriate.


General rules for the webGeneral rules for the web

Less content per screen.Less content per screen. No scrolling for key messages.No scrolling for key messages. All writing rules apply!All writing rules apply! Navigation should be crystal clear.Navigation should be crystal clear. Not too many tabs.Not too many tabs.


On-line interactive applicationsOn-line interactive applications

Brief, Brief, in placein place instructions instructions Error messages that “pop”Error messages that “pop” A way to revisit A way to revisit A way to page backA way to page back A review and opportunity to editA review and opportunity to edit Formatting rules applyFormatting rules apply Writing rules applyWriting rules apply A clear “what’s next?”A clear “what’s next?” A help messageA help message Usability testing!Usability testing!


And ask yourselfAnd ask yourself

Can users find it easily from your state’s Can users find it easily from your state’s Home Page?Home Page?


Translation: More important than Translation: More important than everever

Take as much care as with the English Take as much care as with the English original.original.

Find the right translation company and Find the right translation company and designer.designer.

Provide a glossary.Provide a glossary. QA your translations.QA your translations. Field test in every language!Field test in every language!


Field Testing on a shoe stringField Testing on a shoe string

Prepare, and develop unbiased questionsPrepare, and develop unbiased questions Choose 10-15 consumersChoose 10-15 consumers Do informal one-on-one interviewsDo informal one-on-one interviews Be appreciative and uncriticalBe appreciative and uncritical Protect privacyProtect privacy Watch and learn; look for trendsWatch and learn; look for trends


Field Testing Check ListField Testing Check List

ConfidentialityConfidentiality Why is this going to help?Why is this going to help? This is not a test!This is not a test! Reading out loud rulesReading out loud rules Avoid filling silencesAvoid filling silences Don’t give your opinionDon’t give your opinion ProbeProbe CheckCheck Use the protocol as a Use the protocol as a guideguide


Keep in touch!Keep in touch!

Supporting Families Annual Meeting 2004 More about Simplifying Penny Lane, The Center for Health...

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