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To many Canadians, Revenue Canada means complicated, rather than
simple.
However, the Department is constantly trying to
simplify its publications—something that is not always an easy
task. Let’s not forget that Revenue Canada must explain complex
laws like the Income Tax Act, the Customs Act, and the Excise Act
using plain language. Add to this the thousands of documents the
Department publishes each year to help Canadians understand their
rights and obligations with regard to taxation, and you will have a
good idea of the size of the job. Still, the Department has made plain
language a priority, since it recognizes that it is asking Canadians
to complete complicated forms.
It all began in 1988, when the federal government
created the Government Communications Policy, which explains its
support for plain language. Revenue Canada immediately saw that clear,
simple language improved client services. In 1989, it began offering a
course on the subject to employees. In addition, the Department
updates its writing style guidelines for employees every year.
Gradually, the publications have become more simple. After in-depth
reviews, many documents have been completely reworked by their
authors. In fact, some parts of the guide to the general tax return
are being reviewed now. Revenue Canada has been part of the
Interdepartmental Committee on Plain Language since 1996. In 1998, the
Department introduced its Fairness Initiative, which confirms the
commitment to give Canadians information in clear and simple language.
However, Revenue Canada did not stop there. Soon
after the International Adult Literacy Survey report was published in
1996, the Department started an extensive project to better understand
the needs and expectations of Canadians who have difficulty reading
and writing. Officials even asked one of the authors of the literacy
survey to look at some Revenue Canada forms, to try to determine what
level of literacy a person needs to complete them.
As well as continuing to simplify its publications,
the Department still offers training courses on plain language to
interested employees. In addition, employees who want to have their
language skills evaluated can take a diagnostic test on computer. A
basic grammar course, developed by the Department, is also available
to employees who feel they need one. Revenue Canada is currently
developing an administrative writing course. It will complement the
basic course and prepare employees for the plain language course.
Revenue Canada has come a long way, but knows it
must not lose sight of its goal—to stay well ahead of the game in
plain language.
* Josée
Ricard is a Readability and Editing Officer with the
Communications Branch, Revenue Canada.
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