| Name | Understandable |
| Statement | Standards should be responsive. They should be meaningful and understandable to the individuals delivering the service, expressed in terms to which they can relate and refer to aspects of the service customers find important. Typically, standards should cover elements of service that are visible and measurable. |
| Rationale | To be effective and therefore adopted, standards and standards documentation must capture the audience's attention and be easy to understand |
| Implications | Use ‘plain language.’ Write standards using words and language that are familiar to the audience. Test standards to determine how well employees understand and receive them. Fits well with consultation. A standard should list who its intended audience is. |
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