Author Archives: orpheus

The cost-benefit of plain language

Document Ideas

Do you know how much your current documents and communications cost you? In multiple handling? In call centre costs – your staffs time in correcting errors, generating follow-up explanations, maybe even extending payment terms? In systems, technology & additional staff to handle follow-ups? In opportunity cost (what would your staff be able to do if they …read more

How to avoid increasing mail costs

Orpheus & Associates

By Steve Pryce, Orpheus & Associates – Communication Design Practise, 31st August 2009   Executive summary “Customer Communications Management” or CCM is a term that is seeing increasing interest and broad adoption across the analyst community. At the same time organisations are focusing on the “management” component of CCM.   What is driving this interest? …read more

Government sends 750 form letters & gets an average 1,128 calls

plain language

That’s right! And just for one letter! And this agency sends ou thousands of letters. When the letter was rewritten in plain language the incoming calls dropped to 192. The estimated savings on this one letter alone were $40,000 a year. – ‘Writing for Dollars, Writing to Please’ Kimble, J., Carolina Academic Press, 2012