Leading with Clarity: EDD at the Plain Language Leadership Summit

Published: October 13, 2025

On September 23, leaders from across the world came together for the Plain Language Leadership Summit in Kansas City, Missouri. Hosted by their city Office of Language Access, the goal was simple: learn how government can make communication easier to understand, so people can get the help they need without confusion or stress.

Leaders (in-person and virtually) came together from across the nation and around the world to join in the summit. Speakers included experts from Plain Language International Inc., the National Institutes of Health, the Michigan Supreme Court, and even city leaders from Amsterdam and Buenos Aires. Their focus was on how plain language can make government services easier to access, how to overcome resistance to change, and how to build a culture where clear communication is the norm.

With Romina Marazzato Sparano of Plainlii moderating and leading the event, government leaders opened the day by sharing why clear communication matters for trust and accessibility. From there, speakers talked about lessons learned, real-world results, and how plain language can make a difference for communities everywhere.

Putting People First

One of the highlights of the day was hearing from our own Kelsey Howard, EDD Marketing and Communications Section Chief, who participated as a panelist in the event.

Kelsey shared how EDD has made plain language a core part of its work through EDD’s Plain Language, Real Impact initiative, launched in 2024. She explained that this wasn’t just about rewriting a few forms or webpages. It was about changing the way 9,000 staff think about serving Californians.

“If we want to truly serve Californians, especially during some of their most stressful moments, our communication has to be clear, human, and actionable,” she said.

A Culture Shift Across the Department

We gave staff the tools they needed to make this shift, like workbooks, webinars, videos, and on-demand training. But more importantly, they connected the work back to the department’s mission: to support and reach all Californians.

“It’s easy to train. But to get people to care, to understand the why, that’s what makes the difference,” Kelsey explained.

The message was simple, to help people understand the first time they read something.

Real Results for Californians

One of the clearest examples of this impact is the redesign of EDD’s online unemployment application in 2024.

Before the update, many people felt overwhelmed and even gave up halfway through. After simplifying the steps, removing jargon, and testing with real users, the results were powerful:

People finished the form 14% faster. Customers said, “This was so much easier than before.” Another shared, “Thank you for making this user-friendly.”

The plain language approach also made translations stronger. By starting with simpler English, EDD created clearer versions in multiple languages.

Moving Forward

The Plain Language Leadership Summit showed that governments everywhere in the nation are working toward the same goal: making communication easier, fairer, and more empathetic.

EDD is proud to be part of that movement. Through this award-winning Plain Language, Real Impact initiative, the Department is proving that when communication is clear, it helps people focus on what matters most—taking care of themselves and their families. Not trying to understand complex and confusing forms and information.

Because in the end, plain language isn’t about words. It’s about people.

Related Articles