Recommendation 4.2.5:
Keep message content simple
Benefits Users
Cognitive
Relevant W3C Guidance
Phase 1: Gather & Organize
Read More
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The Center for Plain Language reviews federal agency websites and offers examples of websites it deems to be exemplary and needing improvement.
User Research
- Determine the language level of your users. Does the intended demographic skew young or old, have a relatively high or low educational attainment, or tend to speak English as a second language? Review the task language with users. Which words are most commonly not understood?
Phase 2: Design & Implement
Tip
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The chatbot should say exactly what it means and avoid poetic and metaphorical language.
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Spell out acronyms and abbreviations
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When in doubt, aim for a lower secondary education level in accordance with WCAG guidance.
Antipattern
- Don’t use figures of speech, idioms, exaggerations, ambiguous language, or turns of phrase. Use plain, straightforward language.
Phase 3: Test & Evaluate
Self Check
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Does the chatbot use literal language in every message?
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Does the chatbot avoid jargon and acronyms?
Ask the User
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Are the chatbot’s messages easy to understand?
- This question is subjective; use a Likert scale. This question should be asked post-study.
Testing
- Get people with disabilities involved in conversation design.