In regulated industries such as healthcare, finance, energy, and government, clarity is more than a courtesy — it’s a legal and operational necessity. From compliance notices to customer letters, the way you use language directly impacts customer satisfaction, operational costs, and your organization’s reputation. Plain language — clear, concise communication that your audience can understand the first time they read it — is not just a “nice-to-have.” It’s a competitive advantage.
In this guide, we’ll explore:
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Why plain language is critical for customer experience and brand trust
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How poor communication drives up call center costs and customer frustration
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Practical tips for writing in plain language
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How AI writing assistants can help you maintain clarity across your organization
Why Plain Language Matters in Regulated Industries
1. It’s the biggest differentiator for customer experience
According to customer experience expert Dan Gingiss, price and product are no longer enough to set you apart. Competitors can copy your features. They can match your pricing. But what they can’t easily replicate is the way you communicate with your customers.
Research from Sitel Group shows that customers are more likely to share positive experiences than negative ones. Yet most brands still fail to deliver communications people actually want to talk about.
A single unclear term in a health insurance policy, a confusing clause in a loan agreement, or legalistic compliance letters can cause customers to misunderstand their rights or obligations — and turn to your competitors.
2. It reduces call center demand (and costs)
When customers don’t understand your communications, they call for clarification. Multiply that confusion across thousands of customers, and you’re suddenly facing high call volumes, longer wait times, and increased staffing costs.
Case in point:
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A government agency replaced jargon-heavy tax notices with plain English. They saw a 50% drop in taxpayer confusion and a 23% reduction in calls.
Jack Nelson, former EVP of Operations at CVS Caremark, notes that plain language can cut call volume by 10–30%, freeing staff to focus on complex, high-value customer interactions.
3. It’s often the law
In the U.S., the Plain Writing Act of 2010 requires federal agencies to communicate in plain language. The health industry has its own mandates, backed by organizations such as the National Institutes for Health. That means regulated industries must avoid:
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Overly complex words
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Heavy use of jargon
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Unexplained acronyms and abbreviations
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Dense, long sentences
Failing to comply can lead to legal risks — and a loss of public trust.
How to Write in Plain Language
Drawing from insights by plain language experts, here are the core principles:
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Review all communication channels – From marketing emails to compliance documents, plain language must be consistent across every touchpoint.
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Use short sentences – Aim for one idea per sentence.
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Avoid jargon and acronyms – If you must use them, define them in plain English.
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Keep readability low – Aim for an 8th-grade reading level or lower, especially during a crisis.
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Use active voice – “You must sign the form” is clearer than “The form must be signed.”
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Test your content – Use tools like VT Writer to measure grade level, clarity, and jargon density.
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Write as you speak – If you wouldn’t say it in conversation, don’t write it.
The Role of AI Writing Assistants in Plain Language
Even with the best intentions, achieving consistent plain language across a large organization can be challenging. Multiple teams — from Legal to Product to Customer Service — produce content daily. Some are trained writers; others are not. And in regulated industries, the pressure to “get it right” is high.
AI writing assistants, when designed for regulated industries, can help:
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Detect jargon, long sentences, and passive voice before content is published
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Suggest plain language alternatives for complex words
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Maintain a consistent tone of voice across departments and geographies
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Ensure compliance with plain language legislation and internal style guides
Unlike generic AI tools, enterprise-grade, secure AI writing assistants (like VT Writer) can run on a private cloud or on-premises, keeping sensitive information safe while helping your teams write clearly.
Why Plain Language Builds Trust
In regulated industries, trust is currency. Customers need to know you’re being transparent. Plain language sends a clear signal:
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You respect your customer’s time and attention
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You want them to understand their options and obligations
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You are committed to fairness and transparency
The payoff is measurable. Clear communication not only reduces costs and operational strain — it increases loyalty, boosts satisfaction, and drives positive word-of-mouth.
Key Takeaway
Plain language isn’t just a writing style — it’s a strategic business decision. It improves customer experience, reduces call volumes, ensures compliance, and strengthens your brand. With the right processes, training, and technology — including AI writing assistants — you can make plain language the standard across your organization.
