The "plain English" movement began in 1975 when Citibank of New York introduced the first simplified promissory note. This led to much legislative activity and reform in the area of writing for consumers. The new challenge will be to simplify "computerese." (Author/CH)

The author makes some specific suggestions for writers of manuals and user guides in the need for (1) an overview, (2) an informative table of contents, and (3) an opening summary for each chapter. Task-oriented informative subheads facilitate the retrieval of information. The kind of use and the user's needs affect the organization and…

Describes the efforts of one public utility to simplify its bills and make them more informative. Benefits included (1) significant savings on customer complaints, (2) improved employee morale, and (3) upgraded public image. (CH)

In examining documentation difficulties through user surveys, Citibank found that their many different accounts each had unique forms, and accounts were booked in different locations and currencies. New forms emerged with new types of accounts. Refinement efforts reduced the number of forms from 64 to 4. (Author/CH)

While the appreciation for plain English is taking hold, some areas of business writing still need attention. Jargon is a problem, as well as euphemisms and the growing density of expression that have softened the language. Mail-order catalogs work well as a training ground for compressed, effective persuasive writing. (Author/CH)

Discusses legislation that mandates clear writing in warranties. Also discusses conflicting legislation that encourages unclear writing. (Author/CH)