Center for Clear Communication, Inc.

In performing our work for clients, we deal with issues of language, organization, sequence, content, and design with all types of documents, especially with forms. As a result of our work, we have developed certain guidelines that have been based on research and practice. These guidelines are refined by the results of every project we complete. Some of our general language and design guidelines tell survey and forms designers to:

• Think of the design of the survey or questionnaire from the beginning of the project. To be most effective, develop the design and language of a form simultaneously.

• When you can, reduce the users’ tasks. Eliminate tasks, change the tasks to make them simpler, and help the users do the tasks that you require of them.

• Show the organization of the elements with the design of the document. For instance, use headings that can be distinguished from the text. Use section dividers when you can to help users identify the different portions of the form.  Show calculations step by step and include the mathematical symbols for the calculations.

• Choose the language of the form with the users in mind. Use terms that are appropriate for your audiences.  Ambiguous or difficult language in questions and instructions will cause confusion and, thus, will cause more errors in your data. Think about the questions that your users will have and put the questions and answers in the order in which users would ask them naturally.

• Organize the instructions. Give step-by-step instructions that follow a logical sequence. Include examples, worksheets, and translations of technical terms as aids to users.

• Give the right amount of space for the answers. Make sure that users have enough room to give you complete answers, or else it’s likely that you’ll gather partial or erroneous information.
   

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