1 Plain Talk: Clear Customer Documents That Work A two-day workshop for Washington’s Plain Talk leads July 2005 Washington Department of Personnel Instructor:

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Plain Talk:Clear Customer DocumentsThat Work

A two-day workshop for Washington’s Plain Talk leadsJuly 2005

Washington Department of PersonnelInstructor: Dana Howard Botka

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Agenda

Day 1 - 8 a.m. – 4:30 p.m.

• Looking at the Plain Talk Executive Order• Why plain language? Example and discussion• Starting your Plain Talk project• Choosing and planning your document

Lunch• Making your revisions legally sound

Guest speaker – Office of the Attorney General• Writing guidelines (Discussion and exercises)

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Agenda

Day 2 - 8 a.m. – 4:30 p.m.

• Writing guidelines, continued

• “Group write” outlines of actual documents

• Navigating Plain Talk through your agency

Lunch

• Usability testing

• Conclusion

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After this workshop, you should be able to:

Plan a Plain Talk rewrite

Understand basic plain language principles

Know what legal issues to watch for

Have a plan for navigating your project through

the agency

Test the usability of new documents

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Executive Order 05-03 Plain Talk – March 24, 2005

“… we recognize that clear, easy-to-understand

communications are essential to good service.

We communicate with businesses and

individuals through letters, forms, instructions,

announcements, publications and other

documents … They must be written and

designed to they can be easily understood.”

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Expectations for agencies

Choose documents customers read.

Develop a Plain Talk plan that will work – and is

meaningful -- for your type of agency.

Publicize your efforts internally.

Ensure readability and “use-ability” of the new

documents.

Track and measure outcomes.

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What is Plain Talk?

It is plain language, or writing the typical

customer can understand and act upon

after a single reading.

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Original VA Letter

Dear __________:

Please furnish medical evidence in support of your pension claim. The best evidence to submit would be a report of a recent examination by your personal physician, or a report from a hospital or clinic that has treated you recently. The report should include complete findings and diagnoses of the condition which renders you permanently and totally disabled. It is not necessary for you to receive an examination at this time. We only need a report from a doctor, hospital, or clinic that has treated you recently.

This evidence should be submitted as soon as possible, preferably within 60 days. If you do not receive this information within 60 days from the date of this letter, your claim will be denied. Evidence must be received in the Department of Veterans Affairs within one year from the date of this letter; otherwise, benefits, if entitlement is established, may not be paid prior to the date of its receipt. SHOW VETERAN’S FULL NAME AND VA FILE NUMBER ON ALL EVIDENCE SUBMITTED.

Privacy Act Information: The information requested by this letter is authorized by existing law (38 U.S.C. 210 (c)(1)) and is considered necessary and relevant to determine entitlement to maximum benefits applied for under this law. The information submitted may be disclosed outside the Department of Veterans Affairs only as permitted by law.

_____________________

Adjudication Officer

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Revised VA Letter

Dear _____________:

We have your claim for a pension. Our laws require us to ask you for more information. The information you give us will help us decide whether we can pay you a pension.

What We Need

Send us a medical report from a doctor or clinic that you visited in the past six months. The report should show why you can’t work. Please take this letter and the enclosed Guide to your doctor.

When We Need It

We need the doctor’s report by [date]. We’ll have to turn down your claim if we don’t get the report by that date.

Your Right to Privacy

The information you give us is private. We might have to give out this information in a few special cases. But we will not give it out to the general public without your permission. We’ve attached a form which explains your privacy rights.

If you have any questions about this letter, you may call us at 1-800-827-1000. The call is free.

Sincerely,

_________________________

Enclosures: Doctor’s Guide, Your Privacy Rights

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What about this language?

"We ask that you not add risk classifications or

rates to your quarterly reports. If your firm's

nature of business has changed or you need

additional risk classifications added to your

industrial insurance account, please contact

your account manager by calling 360-902-

4817."

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How is this different?

Has your business changed?

Do you have new employees -- or employees who have new job duties?

If so, please call us for help before adding new risk classifications or rates to your quarterly reports. Your company's rates must be individually calculated by your account manager.

Thanks for helping us make your paperwork go

smoothly. The number to call is:360-902-4817

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The customer isn’t told why the letter was sent.

“Provider” is an insider term. In this case it means “your pharmacist”.

Wasted “prime real estate.”What’s the message?

Antiquated legal terms make customers think they need an attorney.

All caps makes the letter difficult to read.

No clear instructions for the worker. In fact, instructions appear to be to the pharmacist.

Accusing tone makes readers think they’re in the wrong.

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“This letter was pretty much useless. It did

nothing but generate calls. Customers had

absolutely no idea what we were talking

about.”

- Donna May, L&I Medical Information and Billing program

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Put your main message at the top.Tell them why

you are sending the letter.

State instructions clearly in a logical order.

Keep background information to a minimum.

WAC references belong at the bottom.

Include your website address.

Use boldface for your main points. It will make it easier to scan.

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Words from L&I’s hotline manager…

“ We used to get lots of questions about procedures. And questions about terms, like objective findings and abeyance. Now that has stopped. Any time there has been some kind of plain English program, there’s been a serious decline in questions. The reaction is not immediate, but it’s quick enough. We see it -- and it’s amazing.”

- Bob Brown, Manager L&I Hotline staff175,000 calls/year from injured

workers and their employers

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When customers don’t understand documents …

You may have to … Answer phone calls.

Correct customer mistakes.

Write letters to explain.

Develop background materials.

Litigate.

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Starting your Plain Talk document …

1. How will you choose your documents?

2. Who will be involved?

3. What process will you use?

4. How long will it take?

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#1 Choosing your documents

Things to consider:

Current agency business goals

Documents known to create problems and

complaints

Frequency of use

Importance of document to agency’s function

Are there related documents you must do?

History of the document: Who wrote it? Why?

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Choosing your documents…

You inventory program documents. But who

knows what actually needs changing?

Interview program leaders.

Meet with front counter & hotline staff.

Conduct informal field study of customers using

documents.

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Choosing your documents

• What approach will work for your agency?

• Rewrite many high-volume documents involving

many people and programs? (L&I)

• Focus on one problem document at a time and

measure carefully? (Revenue –Licensing)

• Create a team of trained in-house Plain Talk

experts? (Ecology)

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#2 Who will be involved?

Customer experts: Who knows the questions

customers have after reading the letter?

Writing experts: Who excels at clear writing?

Policy experts: Who can check new letters for

accuracy?

Stakeholders: Who are your interested

internal/external parties?

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Who will be involved?

Legal counsel: Who can check new letters to

ensure they meet legal requirements?

Management: Who will sponsor the revision

and make sure staff uses it?

Programming/distribution: Who can review

for any technical roadblocks?

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Consider “Group Write”

Think about who needs to “be around the table”

when you revise.

o Subject matter experts need to “see” what

you’re suggesting, then talk among themselves.

Making decisions together avoids time-

consuming comment chains.

Group Write gives the programs ownership –

They’ve seen the challenges.

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Now that you have chosen your first document to revise …

1. What is your goal?

2. What is your most important message?

3. Who is your customer?

4. How is the document used?

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1. What is your goal?

Examples : My goal is to:

“…reduce the number of mistakes our customers make on our annual registration form.”

“… decrease the number of delinquent accounts in my program.”

“… increase the amount of revenue we bring in each year from voluntary tax payments.”

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2. What is your document’s most important message?

This is what you’ve decided you need the customer to “get” more than anything else:

“Renewing a registration only requires mailing a

check with the form.”

“They owe money – and when it’s due.”

“ The doctor must answer Question #12, or we

cannot pay his bill.”

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Example of messages on top

“It’s time to renew your registration.”

“We have accepted your injury claim.”

“We are citing you for violating an environmental

law.”

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Message on top example…

Before:When a claim has been closed for over seven years (or ten

years for eye injuries) only the director has the authority to grant time-loss benefits. The director may only grant these benefits in exceptional circumstances. I’m pleased to inform you that you are eligible for time-loss benefits effective Oct. 1, 2003.

After:Thank you for your letter requesting wage replacement

benefits related to your earlier workplace injury or illness. After reviewing your claim, I have decided to grant you these benefits, effective Oct. 1, 2003.

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Message on the top example…

Before:We have been notified that you did not receive the state of

Washington warrant listed on the attached Affidavit of Lost or Destroyed Warrant Request for Replacement, form F242-026-000. The State Treasurer’s Office has informed us that the warrant is outstanding and has not been cashed as of today’s date.

After:Have you cashed your L&I check yet? The State Treasurer’s Office has informed us that a check

we sent you has not been cashed. Review the attached legal form. It will show the amount of the check, what it was for, and the date it was issued

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3. Who is your customer?

Get beyond in-house labels, such as:

“Provider”

“Employer”

“Retiree”

Find out who these customers really are. Who

actually opens, reads and acts on the mail?

What are they like? Where are they coming

from?

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4. How is the document used?

If it’s mailed, is it acted on by the person you’ve

addressed it to?

Is it used in a place where there is high staff-

turnover?

What other documents are also used ?

Are the instructions in another document?

Is it opened in a crowded or fast-paced

environment?

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Class choice …

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But is it still legal?

What’s the Attorney General’s advice? What problems do we watch for? What documents need an AG ok? How can we incorporate legal notice

requirements into a “plain” document?

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Our insurance definition of employee … RCW 51.08.180

"Worker" -- Exceptions. (1) "Worker" means every person in this state who is

engaged in the employment of an employer under this title, whether by way of manual labor or otherwise in the course of his or her employment; also every person in this state who is engaged in the employment of or who is working under an independent contract, the essence of which is his or her personal labor for an employer under this title, whether by way of manual labor or otherwise, in the course of his or her employment, or as a separate alternative, a person is not a worker if he or she meets the tests set forth in subsections (1) through (6) of RCW 51.08.195: PROVIDED, That a person is not a worker for the purpose of this title, with respect to his or her activities attendant to operating a truck which he or she owns, and which is leased to a common or contract carrier.

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Our safety definition of an employee …

The term "employee" means an employee of an employer who is employed in the business of his employer whether by way of manual labor or otherwise and every person in this state who is engaged in the employment of or who is working under an independent contract the essence of which is his personal labor for an employer under this chapter whether by way of manual labor or otherwise

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Our “wage and hour” definition of an employee … 5) "Employee" includes any individual employed by an

employer but shall not include:

(a) Any individual (i) employed as a hand harvest laborer and paid on a piece rate basis in an operation which has been, and is generally and customarily recognized as having been, paid on a piece rate basis in the region of employment; (ii) who commutes daily from his or her permanent residence to the farm on which he or she is employed; and (iii) who has been employed in agriculture less than thirteen weeks during the preceding calendar year;

(b) Any individual employed in casual labor in or about a private home, unless performed in the course of the employer's trade, business, or profession.

• Twelve additional exceptions continue below …

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Our new tool for explaining the “employee” law …

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Time well spent

It took a year. Collaboration between:

Attorneys Staff Five program managers Stakeholders in building construction

We crafted a consensus definition, but usability testing showed customers still found it too complex.

Now a popular publication on its 3rd printing.

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Plain Talk Writing Guidelines

Using Plain Talk principles, the announcements, publications and other documents agencies send to the public will contain clear and concise instructions and information. Documents written in Plain Talk will include:

Clear language that is commonly used by the intended audience; Only the information needed by the recipient, presented in a logical

sequence; Short sentences; Sentences, written in active voice, that make it clear who is responsible

for what; and Layout and design that help the reader understand the meaning on the

first try. This includes adequate white space, bulleted lists, helpful headings and other proven techniques.

• Executive Order 05-03, Plain Talk, March 24, 2005

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In other words …

1. Organize and break up the message

2. Use common, everyday words

3. Eliminate unnecessary words

4. Use an active style

5. Write to the reader

6. Design to make it easy to read and act on.

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#1 Organize and break up the message

Put the main message on the top

Divide the rest into manageable blocks

Organize them in a logical order

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Why break it up?

• People scan for information before deciding

what to read – and act upon.

• Chunks of information that have headings show

them: “Hey, this applies to me.”

• People don’t act on the document right away.

Make it easy to go back to the section they

need.

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Organize and break up the message

(No dogs!) This is a message for all state employees who expect to be in town for the 4th of July weekend and would be interested in joining the Washington Hiker Club for a Saturday picnic and white water rafting experience on the Nisqually River, ending up at the Forest Beach camping area. The charge is a mere $10 for adults, though children will be charged half. (More information on this can be had by calling organizer Judy Brown at 943-0093.)Bring your wetsuit, water bottle and picnic lunch to the Crossroads parking lot at 9 a.m. That’s Sat., July 3. We’ll go until 6 p.m.

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Organize and break up the message

Class activity

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#2 Use common, everyday words

Choose a simpler word:

ceasecommenceemployfurnishinquireprior toprocurerequestremitretainterminatetransmitutilize

- Thanks to Janice C. Redish, Redish & Associates

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Use everyday words by avoiding “legalese”

Don’t use UseAforesaid theHereby [nothing]Herein,Hereinafter [nothing]Provided if, butPursuant to The law says …Said theSame appropriate pronounTo wit [nothing]

- Thanks to Janice C. Redish, Redish & Associates

Some legal writing can make citizens think they must hire a lawyer

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Use everyday words by avoiding “legalese”

Before:

By this notice, demand is hereby made for you to exercise your right of election pursuant to RCW 51.24.070.

After:

This is our formal demand for you to give us your decision

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Avoid legalese …

Before:WAC 296-24-012, “Working day” means a

calendar day, except Saturdays, Sundays, and legal holidays as set forth in RCW 1.16.050, as now or hereafter amended, and for the purposes of the computation of time within which an act is to be done under the provisions of this chapter, shall be computed by excluding the first working day and including the last working day.

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Avoid legalese …

After:Working days

Means a calendar day, except Saturdays, Sundays and legal holidays. Legal holidays include: New year’s Day –January 1 Martin Luther King Jr Day Presidents Day Memorial Day Independence Day – July 4

• -WISHA Core Safety Rule Rewrite – L&I 2002

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Avoid legalese …

Can you translate?

This CITATION AND NOTICE OF ASSESSMENT shall be deemed to be a final order of the Department and not subject to review by any court or agency unless, within fifteen (15) working days from the receipt of this CITATION AND NOTICE OF ASSESSMENT, the employer submits a Notice of Appeal.”

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If you must use a specific term – define it

• The exam is called an Independent Medical Examination (IME). It will be conducted by a physician trained to treat your condition and will help us make decisions about your claim.

• Please fill out the enclosed form, called a “Notice of Environmental Hearing.”

• Your doctor (medical provider) must sign at the bottom.

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BEFORE

AFTER

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Is it required? Make it clear

Unclear:You shall fix the hazard

You will fix the hazard

You may fix the hazard

Clear:You must fix the hazard

You are required to fix the hazard

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#3 Eliminate unnecessary words

Keep sentences short

“If users have to read the sentence more than once to understand it, it is too long.”

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Eliminate unnecessary words

Keep sentences short and try to keep them to one thought.

10-20 sentences are great, if possible. Try out very short sentences:

Example from an L&I letter:

Is this a bill?

No. It is proof that you paid your overdue bill.

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Can you translate?

The department employees who have relevant issues to raise in our regular Wednesday meeting should verbally communicate their interest to us.

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Can you translate?

Due to the fact that the Department’s recommendations for improvements were few in number …

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Can you translate?

To facilitate the implementation of the new policy changes we reviewed, an informal meeting will be scheduled to discuss our options.

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#4 Use an active voice

Active voice:

In sentences written in the active voice, the subject performs the action expressed in the verb. In other words, the subject acts.

Examples:The dog bit the boyMary will present her research to the club.Scientists have conducted experiments on these

chemicals.From Purdue University’s Online Writing Lab – www. _____

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Use an active voice

Passive voice:

In sentences written in the passive voice, the subject receives the action expressed in the verb. The subject is acted upon.

Examples:The boy was bitten by the dogResearch will be presented at the club.Experiments have been conducted on the

chemicals.From Purdue University’s Online Writing Lab – www. _____

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Why an active voice?

That’s how we really think and speak, so it’s easier to quickly understand.

It makes it clear who is responsible for what.

Passive writing can be used to distance the person making a decision from the person who is affected by it. Many government employees are more comfortable with this style.

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Use an active voice

Before:

It is suggested that the wire should be connected to the terminal by the engineer when the switch-box assembly is completed.

After:

We suggest that you connect the wire to the terminal when you finish assembling the switchbox.

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Use an active voice

Can you translate?• The submitted variance application has

been accepted.

• A decision has been made to reject your

application.

• The funds were stolen from the safe.

• Failure to pay will result in decertification.

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#5 Write to the reader …

Help readers see themselves in the document.“I, me, we, our, ours, you, yours” draw the reader

in.

Can you translate?• The department sends all overdue accounts to

collection at the end of the month unless payment is made.

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Write to the reader…

Can you translate?

The Department requires all licensed foster parents to report their expenses annually.

All students registered for the Advanced Teacher Education course are to report to the Registrar by Sept. 1.

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Write to the reader

Can you translate?

The person to whom this decision is issued, if he or she wishes to file an appeal, must file the appeal with the Pollution Control Hearings Board.

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#6 Design to make it easy to read and act upon

• Lists work well for instructions• Lists make it easy to read and review• Design can encourage action• Bullets help scanning and returning to

the task• Strong headings draw the reader into the

information or task

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BEFORE

AFTER

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Design: Lists make it easy to read and review

Before:

South Africa’s 1993 interim Constitution:

“Every person shall have the right to his or her personal privacy, which shall include the right not to be subject to searches of his or her person, home or property, the seizure of private possessions or the violation of private communications.”

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Design: Lists make it easy to read and review

After:

Plain language rewrite of South Africa’s Constitution:

Everyone has the right to privacy, which includes the right not to have:a.) their person or home searchedb.) their property searchedc.) their possessions seizedd.) the privacy of their communications infringed

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Design can encourage action

THANK YOU FOR YOUR PAYMENT.

HOWEVER, YOU DID NOT GIVE US A DEFINITE DATE FOR SETTLEMENT OF THE FULL AMOUNT PAST DUE AS SHOWN ABOVE.

AS A REMINDER, YOUR CHARGE AGREEMENT CALL FOR PAYMENT OF THE TOTAL AMOUNT DUE BY YOUR PAYMENT DUE DATE.

PLEASE CALL THE NUMBER BELOW TO TAKE CARE OF THIS MATTER.

SINCERELY,

YOU MAY CONTACT US AT:

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Design can encourage action

Dear Mr. Smith,

Thank you for your recent payment. But remember, this is only part of the money you owe. When will you pay the rest of what you owe?

• Please call us today at the toll-free number 1-800-000-000 to arrange the next payment.• If you can’t call, complete the message at the bottom of this page. Mail the message today to:

• Anthony’s• Box B2• ______, New York

We know that you want to take care of this matter of much as we do.

- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

- Today’s date is: _________________________________-- I will mail my next payment: _____ today _____ five days from today- I will send Anthony’s this amount: $ ____________- My name is: ______________________________- My address is: ____________________________

- Revised letter; Document Design Center, American Institutes for Research

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Design: Bullets help scanning and returning to task

• Easy to scan for content:

• “Does this apply to me?”

• Easy to return to information later

• Easy to give reader an idea of what it’s all

about.

Take plenty of time to create the right

headings…

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Revised VA Letter

Dear _____________:

We have your claim for a pension. Our laws require us to ask you for more information. The information you give us will help us decide whether we can pay you a pension.

What We Need

Send us a medical report from a doctor or clinic that you visited in the past six months. The report should show why you can’t work. Please take this letter and the enclosed Guide to your doctor.

When We Need It

We need the doctor’s report by [date]. We’ll have to turn down your claim if we don’t get the report by that date.

Your Right to Privacy

The information you give us is private. We might have to give out this information in a few special cases. But we will not give it out to the general public without your permission. We’ve attached a form which explains your privacy rights.

If you have any questions about this letter, you may call us at 1-800-827-1000. The call is free.

Sincerely,

_________________________

Enclosures: Doctor’s Guide, Your Privacy Rights

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Design: Bullets help scanning and returning to taskPlease provide proof of age

Dear:We received your claim form. This account was originally set up with a child as the account owner. We need to know the current age of this individual. If the individual is under the age of 18, we need proof of age. If the individual is over the age of 18, they must file their own claim form.

18 years of age and under Please send a copy of one of the following in the enclosed envelope: drivers license birth certificate current student identification card

Over 18 years of age The account owner must: make changes to the form enclosed and resubmit it. or call our office at 1-800-435-2429 for a new claim form.

If you have questionsCall me at (360) _________.

Sincerely,- Thanks to WA State Dept. of Revenue

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Design: Strong headings matter!

Before:

Roadmap for Performance-Based Navigation“Is this where I get maps?”

After:

Creating a web site based on the needs of our

customers: Our plan

- Thanks to Suzanne Boyd, Anthro-Tech Consultants

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Before:

Finding

After:

Finding: Customers tend to ignore text above salutation

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Before:

Introduction

After:

Introduction: Why tax revenues are rising

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Before:

Conclusion

After:

Conclusion: Citizen support is strong

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Design: Class exercise

Translate and design:

WARNING: Completion required.

The department, before releasing warrant for services rendered, requires completion of Form 1038d regarding submission of correct Soc. Sec. # and place of residence. Mail by 12-30-2003 to Government Department, PO Box 100, Seattle, WA 98000 in order to receive within 30 days.

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Navigating your agency: Dealing with resistance

“We don’t have time.”

“We already rewrote that.”

“I wrote that.”

“Our customers know what we mean.”

“No one has complained.”

“We have too much real work.”

“ We don’t have a programming budget to code the new

letters.”

“It’s not legally sound.”

“I’m the expert, not you.”

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Staff and management may…

Feel they own the document

Fear legal liability

Resist learning different routines

Worry about making errors in rewrites

In enforcement programs, think confusing

documents are “tougher”

Resist programming costs Disagree on actual policy or law

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Dealing with resistance…

Give them ownership from the beginning Include a respected inside “persuader” on the

team Clear message from the top Return with alternative language Focus on the solution to their own problems. Present yourself as a resource.

Market their success to their peers.

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Dealing with resistance

Most important:

Make sure you have a clear mandate and an executive sponsor.

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Usability testing: The ultimate reality check

YouYou think your document is clear. think your document is clear.

But But you:you:• Know the materialKnow the material• Work at the agencyWork at the agency• Know the languageKnow the language

Is the representative customer like you?Is the representative customer like you?

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What is usability testing?

Review: Is it correct?

Focus group: What do you think/feel?

Presentation: Satisfied? Like it?

Usability test: Can they use it?

Usability testing observes a typical customers behavior: Can they find what they need and understand what they find?

- Thanks to Dr. Janice Redish, Redish & Associates

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What is usability testing ?

4-6 representative customers, called

“participants” or “users.” One at a time.

About one hour each.

Participant reads a scenario (written by you)

that would prompt the letter you are testing.

Reads section aloud

Paraphrases section in own words

Answers factual questions about the document.

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Usability testing…

Who should you test?

• You must select people who represent the

typical customer who will read the document.

• A range of ages, familiarity with program,

education, responsibility.

• 4-10 people. It’s not science. It’s pinpointing

basic problems.

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Put your usability participant in the situation …

Create a scenario that would have typically

prompted the letter.

Write it simply. They will be reading it aloud.

Develop questions for the participant:

Test for readability of the most important

information.

Test what you’re unsure customers will

grasp.

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Scenario and questions …

Example scenario :You are employed as a laundry worker at a large nursing home. A week ago, you slipped and fell on the laundry room floor, breaking your elbow. Your boss drove you to the emergency room, where a doctor examined you and referred you to a orthopedic surgeon, who operated on you that night. After you are released the following day, your arm is in a cast and you cannot return to work for at least six weeks.

Example questions:What medical costs will L&I cover?

What costs are covered by the check you are expecting in the mail?

What should you do if you believe L&I made a wrong decision?

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What can you learn from usability testing?

• Words people don’t understand• Words that have different meanings that you

expected• Sentences that are too long or tangled• Information users need that you haven’t given

given them.• Information you gave that users don’t think is

important.• Information that is not in the order or format

they expected.• Thanks to Dr. Janice Redish, Redish and Associates

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Using test data…

Extract what you learned. Prepare a short, bulleted report. Example:

“Five of our six participants did not understand they were required to complete and return the XYZ Statement to us.”

“All five participants were unable to correctly calculate their tax owed after using our table.”

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Get your revised document reviewed

Don’t automatically accept. You are the

customer’s advocate! Negotiate.

Use track changes to show them what you’ve

changed through each version.

Don’t get emotionally attached to your

document.

Remind management that changes were

recommended by customers, not you.

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Document your work

Style guides Best practices reports Case studies/professional papers Reports Reports to Plain Talk site Publicize Governor’s Plain Talk website

www.governor.wa.gov/priorities/plaintalk/default.htm

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Track, reward and publicize your achievements

Find ways to measure your results.

Publicly recognize all those who made a

contribution.

Announce progress and results in e-mails,

newsletters and agency bulletin boards.

Consider an award program or “stamp of

approval” system.

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“Where words are scarce, they’re seldom spent in vain.”- William Shakespeare