Renovating Your Forms: Step 5

Write Your Form

Audience

Questions to ask about your audience

  • Who fills in your form? Consider their age, education, first language, reading ability, and experience with forms.
  • Is your audience the general public? If yes, keep in mind that government documents for the general public should be written in language that an average junior high student could read and understand. This is the level you will find in popular fiction. Short sentences, short paragraphs, and action verbs are key to clear writing.
  • Does your audience have specialized knowledge of the subject matter of the form? If not, you must avoid technical and legal jargon, as well as acronyms. While familiar to you and your colleagues, this kind of language is not easy for everyone to understand.

Language

Tips for writing clearly

  • Use everyday language that is appropriate for your audience. Keep in mind that using plain language will make your form easier for busy people to read, understand, and complete quickly and accurately.
  • Use action words and simple phrases and sentences. How would you ask this question to someone if you were asking them in person?
  • Use “you” instead of impersonal terms like “the applicant.”
  • When possible, phrase questions so they can be answered by ticking multiple choice or “yes” or “no” boxes. This is preferable to open-ended questions, which people are more likely to leave blank.
  • Word your questions so they do not require instructions.
  • If you really need instructions, keep them simple and place them exactly where they are needed on the form. Research shows that people often ignore instructions on forms, and are even more likely to do so if they are on a separate sheet or if the instructions are complex.
  • Do include instructions that tell the client who to call for help with the form and how to submit the form.
  • Avoid asking people to fill in tables. Research shows people have difficulty with them.
  • Consider if the form needs to be bilingual or available in languages other than English to reach its intended users. If you are considering making your form available in French, be aware that this may imply to the user that they will also receive service from the related program in French. If you need translation, allow time for this step in your development process.

Sequencing

What sequence will work best for your audience?

  • Begin with general questions that will be easy for people to answer, such as name, address, and contact information. Refer to DIY Templates for examples of how to request name, address, and date information.
  • Move from general, easy questions to more specific questions that may require more effort from the client.
  • Number your questions. Research shows that dividing forms into boxed-in sections encourages scanning, which can lead people to skip questions. People are more likely to systematically complete the entire form if the questions are presented in a continuous sequence.
  • Finish the form with any declarations or signatures that may be required, and instructions that tell the client how to submit the form and any fees that may be required. If you are asking for a signature, you should include a space for the person to mark the date.