Management response and action plan: Evaluation of plain language decision writing

No.	Recommendation	Response	Proposed action	Estimated completion date	Responsible manager
1	Different members naturally find varying levels of usefulness in the different supports available to them, whether the style guide, templates, training sessions, software, or others. However, some members noted that they don’t have access to or aren’t aware of the full range of resources available. One cited example was Antidote. The member resources site on SharePoint, which serves as a repository of member supports, should be kept up to date and all members should know how to access this site to further their plain language skills. These tools, supports and the SharePoint site should be included in new member learning programs.	Accept	Ask Member Secretariat to ensure that all members have Antidote. Plan for member resources site should include plan for regular updates. New member learning programs to include member resources.	March 2023	Vice-Chairs
2	Make clearer the appeal outcome right from the outset of the decision. Two possible approaches could be: State the outcome earlier, such as in the cover letter. The cover letter of decisions that refuse leave or summarily dismiss already state the decision, and this practice could extend to merit decisions. Consider alternatives to the terms “claimant”, “appellant”, and “respondent” by using, for example, the claimant’s initials to make it easier for people to find themselves in the decision.	Accept	Reiterate these points to members during presentation on Plain Language Study. Provide individual feedback in mid- and end-of-mandate member reviews. Discussions with members on use of other terms.	March 2023	Vice-Chairs
3	Claimants both successful and unsuccessful expressed a desire for clarity regarding what happens after the decision. Although the decision cover letter sets out such information, consider ways to reinforce the messages found there.	Accept	Discussions with Registry Operations regarding ways to make it clearer to appellants what next-step options are.	March 2023	Vice-Chairs
4	Members could be reminded of the need to help readers with headings and sub-headings that are clear, content-specific, and useful to guide the reader through complex material.	Accept	Reiterate these points to members during presentation on Plain Language Study. Provide individual feedback in mid- and end-of-mandate member reviews.	January 2023	Vice-Chairs
5	Members could be encouraged to continue to minimize the use of both legal and medical jargon and, when using jargon, to explain or paraphrase their meaning, as appropriate.	Accept	Reiterate these points to members during presentation on Plain Language Study. Provide individual feedback in mid- and end-of-mandate member reviews.	January 2023	Vice-Chairs
6	Members could be reminded to keep sentences short by breaking up ideas and making each one the subject of its own sentence.	Accept	Reiterate these points to members during presentation on Plain Language Study. Provide individual feedback in mid- and end-of-mandate member reviews.	January 2023	Vice-Chairs
7	This evaluation reviewed several exemplary decisions in English and French. These decisions could be leveraged for teaching purposes in new member learning sessions. As research participants for this study, the members’ consent would be necessary before release.	Accept	The Accountability unit will forward exemplary decisions to the professional development team for consideration in new member learning sessions.	January 2023	Director, Policy, Outreach, Accountability and Continuous Improvement