Information letter on language use in letters from the local authority

Administrative Secretariat PO Box 9033

7300 ES Apeldoorn

To: Head of Communications Michiel Haighton T: 06 2831 4935

E: adviesraadsociaaldomein@apeldoorn.nl

Date: 9 May 2022

CC: Christine Mallon, Anne Klerks

Our reference: ASDA 2022-03

Subject: Information letter regarding language use in letters from the local authority

Dear Mr Haighton,

Why is the Social Affairs Advisory Council writing this letter?

Clear language is needed in letters from Apeldoorn Council. You have already made a start, but there is room for improvement.

How do you get your message across? Put yourself in the reader’s shoes.

In this letter, we would like to give an example.

That is why we have used short sentences at language level A2.

And chose the right words which is simple, clearly and understandable

are.

We’ve been talking to residents and organisations. Residents tell us that writing letters is difficult.

Some members of the Social Domain Advisory Council are also social care workers. They experience this first-hand in their work as social care workers.

Who are we talking about?

This concerns 2.5 million Dutch people who have low literacy skills.

Of these, 1 million people have a mild intellectual disability (MID). In Apeldoorn, people with low literacy skills account for 11% of the population.

The national average for low literacy is 12%.

Letters are also difficult to understand for people with dyslexia. Newcomers often find them difficult too.

What’s the problem?

20% of the Dutch population have difficulty reading. This is a large number of people who are unable to participate.

This group can only understand letters at language level A2.

Unfortunately, they receive letters and forms written at B1 level.

This group of residents often takes too long to reply to letters they do not understand.

As a result, they sometimes pay their bills late. Or they are not fully aware of what they are entitled to.

To be able to understand their letters, they sometimes ask for help. But often they don’t, because they feel ashamed.

What are the consequences?

Failing to understand a letter can have serious consequences. Many people with low literacy skills simply put their letters away in a drawer. They don’t turn up for appointments.

It’s easy to run up a debt.

Half of the people receiving debt counselling have low literacy skills.

100,000 people with low literacy skills are living in poverty.

They are twice as likely to live in poverty as other Dutch people. 25% of those receiving debt counselling have a mild intellectual disability.

Letters from Apeldoorn Council

It highlights the use of vague language, followed by a link to the website. Many residents – not just those with low literacy levels – lack these digital skills.

‘Language of the City’ is not yet the solution

We know that you want to make your letters clearer. You want to write letters at language level B1.

Unfortunately, many people still don’t understand your post.

The solution?

Write in a friendly, informal, everyday style. Listen carefully: how do people with low literacy levels express themselves? What words do they use?

Write letters at language level A2.

Please refer to the style guide published by ABC, the advocacy organisation for people with low literacy skills

The Reading and Writing Foundation, an important source.

Advice

Is writing in a simple and easy-to-understand style the same as ‘Jip and Janneke language’?

No, certainly not.

This is offensive to people with low literacy skills.

Get in touch with residents who do not reply to a letter. Set up language panels and ring residents up.

Set up a point of contact for people with low literacy skills. Examples we have in mind

• the Wmo helpdesk;
• the Meeting Points;
• the Work and Income team

Fancy having a chat?

Do you have any questions about our letter? If so, please do let us know.

Kind regards,

Hans Wesselink

Chair of the Apeldoorn Social Services Advisory Board