How Organizations Can Use Plain English to Better Engage CALD Communities

As a Career Counsellor and Communication Trainer with experience teaching English and understanding cultural linguistics, I’ve worked with many organisations that struggle to engage migrant and CALD/CARM (Culturally and Linguistically Diverse/ Culturally and Racially marginalised) communities effectively.

I also see it online all of the time. I see blogs, flyers and social media content that just wouldn't be understood by about 70% of my clients. And this is not because they have a low level of english, but just because it is a new language and words that are too corporate, jargon-filled or colloquial that don't resonate with them when they are quickly scrolling and busy with their day-to-day life.

In my work with colleges and universities and government organisations, one of the most common barriers I see is language and the way we speak to our international community.

Understandably, a lot of materials have to be in English because this is the language of Australia, but according to the 2021 Census 27.6% of the population was born overseas.

The 2021 census reported that Australia is home to speakers of over 400 languages, including 167 Aboriginal and Torres Strait Islander languages, so what does that tell us?

Or what does that tell organisations that want to speak directly to people who speak other languages other than English?

Use Language that Engages

Many organisations, while well-meaning, fail to recognise that the language they use in their resources aimed at CALD/CARM community (this even extends to marketing materials) is often not accessible to them, and this results in a lack of engagement.

We need to use simple English.

We need to use language that is easily understood across languages and cultures.

Smart Simple Marketing published this blog with examples where multicultural marketing went wrong, if big brands can't get it right then no wonder it is so hard for government organisations to speak in a linguistically appropriate and culturally sensitive way.

But, we have to try. Sometimes it is just common sense.

This is a missed opportunity. The language you use can either create a barrier or invite connection.

While the United States has the Plain Writing Act (well at least, it does at the time of writing this), to ensure clear communication in federal documents, Australia doesn't have a direct equivalent. However, Australian government agencies and various organisations emphasise the importance of plain language to ensure information is accessible to all citizens.

Government Resources:

• Australian Government Style Manual: This manual provides guidance on writing in plain language, advising writers to use everyday words and avoid unfamiliar terms to enhance readability and understanding.
• Digital NSW's Accessibility and Inclusivity Toolkit: This resource underscores the necessity of plain English, stating that content should be direct, clear, and easily understandable to ensure inclusivity across diverse user groups.

Non-Government Resources:

• Plain English Foundation: An Australian organisation that advocates for plain language writing and provides training.
• Reading Writing Hotline: Offers a guide titled "Reader Friendly Communication: A guide to using plain language," which assists organisations in communicating more effectively with their audiences.

Writing in plain English is crucial because it ensures that your message is clear and easily understood by everyone, regardless of their background or language proficiency. Of course organisations can use translation companies to translate details into community languages but with such a diverse population, it is impossible to always have this at hand.

One organisation of mention whose work is essential to our international community is Ethnolink who not only offers translation services, but education and advocacy.

But, in my experience organisations underestimate a customers English language abilities, they are often able to communicate at a basic or intermediate level, but they lack the confidence to do so in such a corporate setting - often paired with complex resources and terminology from the service provider.

Government and charity organizations often create resources that can be difficult for CALD communities to understand due to complex language. For example, Centrelink forms for payments like JobSeeker or Family Tax Benefit could simplify terms like "lodge an application" to "send your application."

Similarly, Safe Work Australia guidelines can replace phrases like "hazard mitigation" with "ways to keep your workplace safe."

The Australian Taxation Office (ATO) can clarify "taxable income" as "money you earned."

Charities like The Salvation Army can simplify materials for food banks by replacing "low-income individuals" with "people who need help with money," and Beyond Blue could use "feeling sad or stressed" instead of "experiencing mental health challenges."

Legal services, such as Community Legal Centres, could change "legal representation" to "a lawyer to help you."

Finally, multicultural support groups like AMES Australia or Settlement Services International (SSI) should avoid terms like "settlement pathways" and instead use "ways to start life in Australia."

Making these adjustments ensures resources are accessible to the diverse audiences they serve, and taking the time and using this approach helps build trust, reduces misunderstandings, and ensures that your audience can act on the information provided.

To help and for you to see some examples, here is a list of resources and materials that should be written in plain English to improve accessibility for CALD (Culturally and Linguistically Diverse) individuals, with examples from government and charity organisations:

Job Search Guides and Career Pathways

• Why? These resources often include terms like "networking," "upskilling," or "career trajectory," which can be unclear to non-native speakers.
• Example: Simplify "upskilling" to "learning new skills for your job."

Housing and Rental Assistance Information

• Why? Documents about leases, tenant rights, and financial aid often contain legal and technical jargon.
• Example: Replace "tenancy obligations" with "your responsibilities as a renter."

Government Application Forms and Instructions

• Why? Forms for healthcare, employment benefits, or visas often use bureaucratic terms.
• Example: Instead of "lodge an application," say "send your application."

Health Information and Brochures

• Why? Medical terms and conditions are often intimidating or unclear.
• Example: Replace "symptoms of fatigue" with "feeling very tired".

Financial Support and Welfare Guidance

• Why? Financial documents often include terms like "means-tested" or "income thresholds."
• Example: Replace "means-tested payment" with "a payment based on how much you earn."

Workplace Rights and Safety Guidelines

• Why? Legal terms and workplace safety jargon can confuse employees.
• Example: Instead of "ensure compliance with occupational safety regulations," use "follow safety rules at work."

Community Service Information

• Why? Flyers and posters for food banks, shelters, or mental health services may use overly formal language.
• Example: Instead of "eligibility criteria," say "who can use this service."

Education and Training Course Outlines

• Why? Terms like "course objectives" or "learning outcomes" may not be immediately understood.
• Example: Replace "course objectives" with "what you will learn."

Employment Rights Resources

• Why? Many CALD individuals are unfamiliar with Australian workplace laws.
• Example: Instead of "statutory entitlements," use "your legal rights at work."

Mental Health and Wellbeing Resources

• Why? Terms like "counseling services" or "psychological support" can be intimidating or unclear.
• Example: Replace "psychological support" with "help with your thoughts and feelings."

Many CALD individuals face challenges navigating work or systems in a new country. Complex language can make them feel confused or inadequate. Instead, use clear and encouraging words that empower them, offering clarity and support to boost confidence.

To help bridge that gap, here are some key considerations organizations should keep in mind when engaging with CALD communities.

Avoid Overwhelming Language:

• Instead of: "You must meet the eligibility criteria for this service."
• Say: "This service is for people who meet these requirements."

Be Encouraging and Positive:

• Instead of: "You might not qualify for this program."
• Say: "If you meet these requirements, we’d love to help you."

Simplify Instructions:

• Instead of: "Submit documentation to verify your compliance."
• Say: "Please send the required documents to confirm your application."

Use Words That Empower:

• Instead of: "You need to improve your communication skills to succeed."
• Say: "We’ll help you build the communication skills you need to succeed."

Provide Clear Steps:

• Instead of: "Your application will be processed pending review of the submitted materials."
• Say: "After you send us your documents, we’ll review them and get back to you."

Use Simple Phrases When Explaining Resources

• Avoid saying: "Our program offers integrated services across multiple domains."
• Instead, say: "Our program helps with jobs, housing, and other support."

Provide Visual Examples:

• Use icons, diagrams, or simple illustrations to explain steps in a process (e.g., applying for housing assistance).

Encourage Two-Way Communication:

• Ask participants, "Does this make sense?" or "Can I explain this another way?"

Offer Translated Summaries:

• Provide brief translations in key languages (e.g., Mandarin, Arabic, Hindi) for complex or critical documents.

Other things to consider are the cultural context of your audience and their specific needs. Language is deeply tied to culture, and what feels polite in one culture might come across as too direct in another. Tailoring your communication to respect these differences ensures your message is both clear and considerate. It’s also important to focus on what your audience needs most, like understanding workplace expectations, finding support networks, and building confidence. Using relatable stories and real-world examples can make your message more impactful and meaningful to CALD communities.

Why Plain English is Good for Business

Writing in plain English doesn’t just help CALD communities—it helps everyone. When information is clear, people are more likely to engage with your service, follow instructions correctly, and take action. Government agencies, charities, and businesses benefit from fewer miscommunications, fewer support inquiries, and higher trust from their audience.

What Can You Do Next?

If your organization provides services to CALD communities, take a moment to review your materials. Ask yourself:

• Would someone with intermediate English easily understand this?
• Are we using simple words instead of jargon?
• Can we add visuals to make things clearer? By making small changes, we can make a big difference in making services more accessible and inclusive for everyone.

Plain English is a Small Change with a Big Impact

Language is one of the biggest barriers to engagement for CALD communities, but it’s also one of the easiest to fix. Writing in plain English doesn’t just make information more accessible—it builds trust, increases engagement, and ensures that the people who need your services can actually use them.

For government agencies, non-profits, and businesses working with CALD communities, now is the time to review your communication materials. Are they clear? Are they simple? Are they written in a way that makes your audience feel confident and empowered?

If you’re looking to improve how your organization engages CALD communities for career development, communication, and workplace integration, I can help. I specialize in educational resource planning and workshop facilitation to help organizations connect meaningfully with diverse talent and create lasting impact.

Let’s chat about how we can create tailored resources and programs to better support CALD job seekers and deliver real business outcomes.

Book an intro call with me today.

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