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Webinar recap: It's not you, it's your process

This Clear Language Lab webinar took place on November 19, 2025, as part of our free quarterly plain language series. Check out the recording, notes, and resources below.



This webinar covers:

  1. Frameworks to help us identify when processes are creating challenges

  2. Strategies to make processes work better for you and your audience

  3. Tips for making plain language the norm across your organization




Key ideas

If a process feels difficult to explain simply, maybe the process needs to change.


When reviewing processes, consider:

  • All the pieces and how they interact (systems thinking)

  • Making processes as easy as possible for all stakeholders (organizational literacy)

  • Communicating in a way that centers your audiences’ needs (plain language)



Frameworks to help us understand process issues

Systems thinking

  • Explores complex problems by looking at how parts are connected

  • Maps out relationships and impact

  • Helps us remember that systems are made up of and designed by people (aka we can change them)


Organizational literacy

  • Recognizes that organizations are responsible for how easy or complicated their systems are

  • Helps us remember that there are real humans on the other side of our systems and communications


Plain language

  • Communication is in plain language when the intended audience can easily

    • Find the information they need

    • Understand what they find

    • Use that information to meet their needs



Strategies to make processes work better for you and your audience

Getting the right information to the right people

  • List everyone who has a role in this process and how their roles interact

  • Schedule recurring times to review processes that overlap departments or programs with everyone involved

  • Create a system to make sure changes are reflected in onboarding materials



Setting realistic priorities and managing emergencies

  • Use project management tools so everyone knows the status of projects

  • Ask folks about their capacity and listen when setting deadlines and benchmarks

  • Have “neutral” project managers who can track progress and communicate between stakeholders

  • If emergencies are common in your field, create a team dedicated to putting out fires


Working collaboratively with clear expectations

  • Before you start the process, decide who can make changes, who can make suggestions, and who will have the final say

  • Be specific about what you need, from whom, and what “done” looks like

  • Name your audience and purpose and ask folks to explain how their revisions serve the audience and purpose


Enforcing policies that serve a purpose

  • Explain clearly why policies exist and how they align with your values

  • Track who is excluded and common challenges to identify biases, unintentional harms, and unfair burdens

  • Build partnerships and coalitions to offer alternatives when folks don’t meet your requirements

  • When policies change, plan for a transition period and share communication to prepare folks



Making plain language the norm

What can you do?

If you're in a leadership role:

  • Include plain language guidelines in your style guide

  • Actively seek out feedback

  • Carve out space for reflection & new ideas


If you're not in a leadership role

  • Ask for communication guidance

  • Document challenges and trends

  • Model plain language in your own work


Processes that support plain language

  • Schedule regular document reviews

  • Use teemplates and checklists for the most common types of communication

  • Deveelop an internal glossary with plain language terms everyone is expected to usee

  • Have a plan for keeping processes + communications aligned and all staff informed


Additional Resources


Interested in learning more about professional development at Clear Language Lab? Check out other past webinars, find upcoming events on our training page, or contact Sarah Glazer, Sr. Program Manager, at sarah@litworks.org to learn more about our offerings.

© 2025 Literacy Works


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