The story I want to tell you about, started to me, in 1996 when I was studying in England. One day, I was glancing through my bank statement (I didn't have much to look at) and I've noticed that in the upper corner there was a symbol, that I'm going to show you, saying that document had been made in plain language, for me to understand it. The idea interested me; I tried to find out what that was and I found out that there was a campaign for the simplification of language, which was the "Plain English Campaign". I thought it was a fabulous idea, for about one day or two, and I've never thought about it since. When I came back to Portugal, for good, I came across with several documents - for example, my work contract, the papers I had to sign to buy a house, the electricity bill -- a series of documents that reminded me of that bank statement. Not because they were equally clear and simple, but because they were the exact opposite. Because I had to read everything twice or thrice, to begin to understand what was written there. And then, that little seed that had been sown in 1996, started germinating. And one day, I found myself entering through my boss' office and quitting my job to dedicate myself to this. And so, what did I find out, right off the start? I found out that it was a much more severe problem than I thought. It wasn't only about these documents being complex and annoying, it was the fact that Portuguese people's literacy -- literacy is the hability to understand written documents -- is extremely low. I'm going to show you a chart about Portuguese people's literacy [rate]. You know that about 10, 11% of people, in Portugal,
我想和你們分享的故事 始於 1996 年我在英國讀書時。 有一天,我瀏覽銀行對賬單, (我沒什麼可看的) 我發現對賬單的上角有個標誌, 等等會給你們看, 它說這份文件使用簡單的語言 以便於我理解。 這個想法引起了我的興趣, 於是我試著去探究它是什麼, 然後我發現了一個 關於簡化語言的運動, 叫做「簡化英語運動」。 有那麼一兩天,我覺得這個想法超棒的; 之後我就再也沒去想它了。 當我回到葡萄牙並定居下來, 我遇到過很多文件, 比如,我的工作合約、 房屋契約、電費帳單。 這一堆文件讓我回想起那張銀行對賬單; 不是因為這些文件一樣簡潔明瞭, 而是因為它們完全相反, 因為我必須要把每份文件讀兩到三遍 才彷彿有點明白它們在說什麼。 接著,1996 年埋下種子開始萌芽了。 有一天,我走進了老闆的辦公室, 辭去了我的工作,全心投入這件事。 一開始我發現了什麼呢? 我發現這個問題比我想像的還要嚴重。 重點不只是這些文件很複雜且惱人, 重點是葡萄牙民眾的讀寫能力, 也就是理解書面文件的能力是極低的。 投影片上的是葡萄牙人讀寫能力的調查。 看得出有 10~11% 的葡萄牙人,
don't know how to read nor write at all, yet. Over there are those who know, or say they know, how to read and write. So, what do we have? We have that group of red people in level 1, which is the lowest in literacy [rate]. They are persons who are able to join letters, but they can't, actually, understand. For example, if a person, from that red group, has to pick up the package leaflet of a medicinal product, to give a dose of medicine to his/her child, he/she can't, can't understand the information. 50% of the Portuguese. Then we have 30% more, those yellow ones, over there, people who get by on the daily basis. That is, if they don't have to read anything too new or too different, they will manage. But, for example, if they work in a factory and a new machine arrives and they have to read the machine's manual to be able to work with it, they can't do it anymore. And there they go, 80% of the Portuguese people. Then we have a few more that can handle documents, as long as they are not too complex, and we have 5% of the population that can handle really complex documents. Now, just so you don't think this is normal, that over there is Sweden. While we have 20% of people with the literacy considered essential for a daily basis, Sweden has 75%. And looking at that, what did I realize? I realized we live in an apartheid of information. I realized that there's a small minority of people who has indeed access to information and can use it to their advantage and a huge majority that can't. And because they can't, they are excluded and they are impaired. Let me give you an example. That one is Mr. Domingos, my building's doorkeeper. Mr. Domingos started to read at the age of 27, so, he falls in that yellow group that we have seen a little while ago. From time to time, I'm arriving home and he says: "Miss Sandra!"; "Yes, Mr. Domingos." "Here is a little letter." So, the deal is: when Mr. Domingos or someone in the family or in the neighbourhood receives something that they don't understand, they come to me and I help them to translate it. And so, that time he said to me like this: "Oh, Miss Sandra, I'm about to throw this away, but check it if this is important." It was very important. He had been waiting, for quite a while, to have a knee surgery and that was the letter of the famous surgery-bank checks. When a person is waiting for a long time, they get a bank check and with that bank check they can have that surgery in the private sector. It was almost thrown away into the garbage, Mr. Domingos' letter. In that same year, I've found out, only 20% of people had used these surgery-bank checks. The other 80%, I don't believe they had been cured while they were waiting. They most likely did the same as Mr. Domingos: "Ah! What's this? I'm not understanding, it's going to the garbage". They lost the opportunity to have the surgery they needed. What happens here? When people don't understand this has severe consequences -- to the individual, but also for the country. When I don't understand which are my rights, the benefits I can have access to, I can't understand my duties and I'm not an active and participative citizen either. Now, maybe, you are sitting there and thinking: "Yeah, poor Mr. Domingos... Bad luck, isn't it? Me?! I'm in the green ones." "I'm absolutely sure that I'm one of the green ones. I was selected to come to TED! Hum?" (Laughter) So the deal is: I have here some texts to read to you and I'm going to see what color are you when I finish reading. So, come on, this is an automobile insurance contract. It says this: "Unless contrary stipulation, the decease of the ensured person, the ensured capital is provided, in case of predeceasing of the beneficiary relatively to the ensured person, to the heirs of the last, in case of the simultaneous decease of the ensured person and of the beneficiary, to the heirs of the last". Hum? (Laughter) Next, there's another one, from the medicines' package leaflet, that says the following: "Warning! It may also occur erythema, edema, vesiculation, keratolysis and urticaria." Hum? Are you clear? And this one is really good. This one, I signed a renting contract to the new office on Friday and I laughed my head off. So, it said: "I, as a cosigner, assume the opportune payment of the rents, waiving the benefits of the division and prior foreclosure." When I heard "opportune payment" ["storm payment" in Portuguese], I imagined myself bursting in there, slamming the door and saying: "Here's the money!!!" (Laughter) But it's not! (Laughter) (Applause) But it's not! (Applause) (Applause) (Applause) So, it's this: when we leave our area of expertise -- and it only takes a little; there is no need to go to the string theory or something like that, it only takes a little... (Laughter) What happens? We get as lost as Mr. Domingos. And these documents are not written by experts to experts, as the ones from the string theory. No! These are documents written for me, these are the public documents, the public documents I need to understand in my daily life, to govern myself, to live my life. These are the renting contracts, the package leaflet of the medicines. It's all this. The electricity bills. This has to be clear, so that I can understand. Because, if I can't understand, what happens? I make mistakes, I get wrong. I'm going to give you an example of mistakes that were committed, bad decisions made for not being able to understand documents. Do you remember the subprime crisis that took place in the United States? What happened? People signed those loans to buy houses, without truly understanding what they were signing. Because if they knew what they were signing, they'd know that as soon as the interest rate started to rise, the monthly payment would also increase, they wouldn't be able to pay anymore and they would end up without a house. So, the rest, after that, next, everything crumbled down and we know the rest. Do you think that if there was a culture of clarity in the financial sector things would have got up to where they've got? I don't think so. So, how do you solve this problem, this such big difference between the literacy [rate] of the Portuguese, that is down here, and the complexity of the public documents, those ones we need to understand in our daily lives, sorry, that are up here? So, the first think that comes to mind is, "If literacy is down here, let's make it rise" -- isn't it? Let's educate people. Let's, let's... of course we will, of course we will educate people. The thing is, it's hard and it's slow. And I don't even want to imagine how many generations it will take until we are at Sweden's level. But, besides that, it's not only because it is slow. There is another problem. If the language of the documents isn't simpler, we've already seen that people, even with a high literacy level, like you, if the language is hard, they don't get cleared, they continue to be unable to understand these documents. So, besides increasing literacy [rate], and for now, it's much more important to reduce the complexity of documents and simplify the language. I'm going to show you an example. When I talk about simplifying the language. Notice! On the left side of a contract: "It is agreed that the insurance company, bla bla bla, bla bla bla, bla bla..." This is a before and after example. What do we mean with simplifying language? It's communicating in a simple and clear way, enabling our reader to understand it at first glance. What do you prefer? Before or after? There isn't much doubt, is there? So, how is this achieved? How can you make the State and companies communicate with citizens in a language they can understand at first glance? There are several ways. There are countries that are going by the path of legislation. For example, Sweden and the United States introduced, last year, a legislation that forces the State to communicate with people in a language they can understand. And you think, "Well, that's normal. They are countries that are a bit ahead. "Sweden, maybe, much more than the United States. "But they are countries that are a bit ahead. "It would be nice if in our country there was also legislation towards that, wouldn't it be?" So it would. And there is! Since 1999. The Law of the Administrative Modernization says that the communication between the State and the people should be simple, clear, concise, meaningful, without acronyms, bla bla bla... But the thing is: it is not applied. So, the question, the path of going through legislation, enforcing through legislation, works in those countries where laws are made to be applied. Now, there is another way, the way of marketing. How does that work? It's like this: private companies change their language; communicate in a clearer and simpler way, they make a big fuss about it, consumers love it, the sales rise, it works beautifully. But it works for the private sector. Now, what is the third path, and to me, the most important one? It's the path of civil movements, that are based in a mentality shift. In countries where this really went forward -- do you remember the English label, of the "Plain English Campaign"? -- this is all based on a consumers' movement. So, what does it take for that civic movement to happen? We need to understand two very important things: First, wanting to understand these public documents is not a whim, is not an intellectual curiosity. It is a necessity that I have in my daily life. And above all, it is a right, it is everyone's right. On this side we have: understanding is a right. And we have to understand another thing too, which is: he who writes, has to write in order to be understood. How do we get there? First of all: we have to become demanding consumers and citizens. Think it this way: next time someone gives you a document that you just simply don't understand, don't be shy, don't keep quiet, pretending that you are understanding everything. No! Demand to understand. Ask. I know that this is not easy. Turn to the gentleman in the little suite and say: "Look here, this contract, this part, what does this mean?" It's not easy, and perhaps it's even a bit embarrassing, isn't it? But it is not. It's a sign of intelligence. What do you teach your children when they have doubts in school? "Don't say nothing to anyone, shut up really good and act smart." No, you don't, right? You say: "Look, when you don't understand, you put your hand up in the air and ask the teacher until you are cleared." And that is exactly what we have to do, as consumers and citizens. So, next time you come across with a document you don't understand, demand to understand, put aside your pride and ask until you get completely cleared. Then, there's the other side, which is: "Okay, these awful documents "which are in circulation, they don't grow on trees. "Someone wrote them." Hum? Maybe, among this big group, some persons... I don't know, some lawyers, some public employees -- I'm not asking you to identify yourselves, but I ask you to search your own conscience. How many times do you write documents for the general public, for people that don't share your language, and you write them in a language that only you will understand? And you'll say: "Ah, that's because there is a reason, here!" Dear friends, I already heard all the reasons. There are thousands of reasons. They go like these: "Ah, it's the house's culture"; "Oh, my boss!" "Oh, the judge! And what if this goes to court?" "What you want is to destroy language. We have to educate people." "We can't lower the level"; bla, bla, bla... I've seen all of this. These are excuses. A while ago, they told us about Einstein. Einstein said this: "If you can't write about a subject, in a simple way, it's because, in fact, you don't understand it." So, if you... (Applause) To Einstein... (Applause) To Einstein...(Applause) So -- ah, ah, I don't have time! -- so, if you do know what you want to say -- don't you? -- you are aware of what you want to say, you just have to do one thing: believe that it is possible to write in a simple way. And how do you do that? It's very easy. You write to your grandmother. Hum? You write to your grandmother. I'm going to show grandma to you. (Laughter) You write with respect and without paternalism. And you use three techniques that I'm going to teach you. First of all: Start by the most important. Grandma has a lot to do. She is not going to read three pages to get to the main idea. Start by the most important. Next, use short sentences, because grandma, like anyone of us, if you make very long sentences, she gets to the end and she can't remember what you said in the beginning, anymore. And lastly, the third, use plain words, those ones that grandma knows. Alright? It's easy! Before I leave, I would like to talk to you about "Clara" (Clear). "Clara" is a project of social responsibility. It has this mission: to change the way how public communication is made. What do we do? We are going to launch this year a collection of "Claro" guides, that is, we are going to pick very, very, very complex subjects and put them simple. We are going to start with the "Claro" Guide of Justice. I think it is an area... that comes in handy. (Applause) And now I'm going to follow Manuel [Forjaz]'s advise. If it's time to ask, whoever wants to sponsor the "Claro" Guide of Justice -- I don't know... for example, the EDP Foundation, or...ha? -- come talk to me later. Another thing we will do is to grant prizes to the worse and best documents, because, indeed, there are people who are working to communicate in a clearer way, and that have to be rewarded, and there are lazy people that do nothing about it and need to be humiliated. So, we'll give prizes to the worst and to the best. I'm counting on your help. (Applause) (Applause) We are going to launch... we are going to launch the campaign via Clara's Facebook, so, send your friendship request and you'll be up to date. But, lastly, above all, what does "Clara" want? It wants to put two little things in your heads. The first one: demand to understand. Don't be shy. And write in order to be understood. Write to your grandma. And if you don't have a grandmother, write to Mr. Domingos, he will like it. Thank you. (Applause)
還完全不知道如何閱讀或書寫; 其他則是知道或者自稱知道 如何閱讀與書寫的人。 我們把等級1的人標為紅色, 他們的讀寫能力最低, 有能力組合字母, 但其實無法真正理解。 舉例來說,假如紅色族群的某人 需要先看孩子要吃的藥品所附的說明書 來決定要給孩子吃的劑量, 他是沒法理解說明書上的資訊的。 這就是 50% 的葡萄牙人了。 還有 30% 的人是標記黃色的, 他們只能理解基本日常用語, 也就是能看懂不太新或太不同的內容; 但,如果他們在工廠工作, 來了一台新機器, 他們必須要閱讀機器的使用說明 才能操作它,他們就辦不到了。 所以這些人,佔了葡萄牙人口的 80%。 我們還有少數能夠處理文件的人, 只要文件不要太複雜即可。 只有 5% 的人口,能處理很複雜的文件。 為了怕你覺得這很正常, 可以比較旁邊瑞典的情況。 我們有 20% 的人民具備 日常用語的讀寫能力, 瑞典卻有 75%。 看著這些數據,我了解了什麼? 我了解到我們生活在一個 資訊被隔離的環境中, 只有少數人能夠真正取得資訊, 並將之做為己用,而大部分人無法。 因為他們無法取得資訊, 他們被排除在外、他們被削弱。 讓我舉個例子。 這位我家大樓的門房,多明格斯先生, 他從 27 歲開始閱讀。 所以,他屬於我們先前看到的黃色族群。 有時,當我回到家, 他會說:「桑德拉小姐!]」 「是的,多明格斯先生」 「這裡有封簡短的信。」 狀況是這樣的: 當多明格斯先生、家人、或鄰居 收到了些他們看不懂的東西, 他們會找我,讓我幫他們翻譯。 所以,那次他對我說: 「喔,桑德拉小姐,我正要扔掉這封信。 但幫我看一下重不重要吧。」 結果它非常重要。 他在排膝蓋手術,已經排了很久。 那封信是有名的外科銀行支票。 排太久的人會收到一張銀行支票, 讓他們去私營機構手術。 多明格斯先生的那封信 差點就被丟進了垃圾桶。 同年,我還發現只有 20% 的人 真的會用這些外科銀行的支票。 另外 80% 的人,我不相信 他們在排隊時就痊癒了。 他們最可能是和多明格斯先生一樣: 「啊!這是什麽?我不懂啊。 算了,扔掉吧。」 他們就這樣失去了機會, 沒有去做他們需要的手術的。 這是怎麼回事? 當人們無法理解時會造成嚴重的後果, 對個人和國家來說都很嚴重的後果。 當我不懂我的權利是什麼 或我能取得哪些利益時, 我就無法理解我的義務, 也不可能是個積極參與的公民。 也許,你現在坐在那兒就在想: 「是啊,可憐的多明格斯先生, 運氣真背,對吧? 我?我屬於綠色的族群。」 「我很肯定我屬於綠色族群 我都被選上參與 TED了!不是嗎?」 所以,我要唸一段文字給你們聽。 當我唸完的時候, 就會知道你們屬於哪群人了。 來吧,這是一份汽車保險合約。寫著: 「除非有相反條款, 否則當被保人死亡, 若受益人先於被保人死亡, 保險金支付給後者之繼承人, 若被保人與與受益人同時死亡, 保險金支付給後者之繼承人。」如何? (笑聲) 下面還有另一個例子, 是藥品的說明書,上面寫著: 「警告!也有可能發生紅斑、水腫、 囊泡、角質疣、蕁麻疹。」 如何?你懂了嗎? 還有一個真有意思的例子。 我在周五簽署了新辦公室的租賃合約。 它讓我笑翻了。 上面寫著:「我,身為連署人, 保證及時支付租金, 放棄抵押品贖回權以及利益分配。」 乍聽「即時支付」我想像自己衝了進去, (譯註:葡萄牙語意指「風暴支付」) 用力一甩門把它關上,說: 「這是我的租金!!!」 (笑聲) 但不該是這樣的!(笑聲)(掌聲) 但不該是這樣的!(掌聲) (掌聲) 當離開我們的專業領域 僅僅離開一點點,沒到談理論那麼玄, 僅僅離開一點點…… (笑聲) 會發生什麽事? 我們就會和多明格斯先生一樣迷失了。 而且這些文件並非是專家寫給專家看的, 玄理論的文件才是。 而這些文件是寫給你我看的, 都是公眾文件。 它們是我們在日常生活中 必須要理解的公眾文件。 理解後才能管理自己、過生活。 這些文件是租賃合約、藥品說明書、 電費帳單......之類的。 這些文件都需要寫得很清楚, 這樣我才能看懂。 因為,如果我看不懂會發生什麽事? 我會犯錯,我會搞錯。 接下來我要舉的例子是犯錯的例子, 因為看不懂文件而做錯決策的例子。 還記得美國的次貸危機嗎? 發生了什麽事? 人們簽署貸款來買房子, 卻沒真正了解他們簽署了什麽。 如果他們知道他們簽署了什麼, 他們就該明白,當利息上升時 每月的應還款數額也會增加。 結果是他們無力償還貸款,失去了房子。 那之後,一切開始瓦解, 後續我們都知道了。 如果金融部門有著清晰表達的傳統, 你認為事情還會演變成那樣嗎? 我認為不會。 所以,應該如何解決這個問題呢? 葡萄牙人實際的讀寫能力這麼差, 我們日常需了解的公眾文件這麼複雜, 兩者落差如此大的問題, 要如何解決? 最先浮現腦海的想法通常是: 「如果讀寫率這麽低,就來提升它。」 對吧? 教育人民,這樣,那樣…… 當然,我們會教育大眾。 問題是,這很難,而且速度很慢。 我甚至不敢想像,需要經過多少世代, 我們才能達到瑞典的水平? 除此之外,不僅是速度慢的問題, 還有另一個問題。 如果文件用語不夠簡單, 我們已經見證了像你們這樣 具有高度讀寫能力的人們, 如果用語太艱深, 仍然會有看不懂的時候, 依舊無法理解這些文件。 所以,除了要提高讀寫率, 目前更重要的是降低文件的複雜度, 簡化用語。 我舉一個例子 關於簡化用語的例子。 注意!在合約的左側: 「一致認同保險公司,諸如此類……」 這是一個簡化前後比較的例子。 簡化用語是什麽意思? 是用更簡潔、更清楚的方式去溝通, 以便讀者一看就能理解。 你更偏好哪一種? 簡化之前的還是之後的? 答案很明顯,對吧? 所以,如何實現這一點呢? 如何讓國家和公司,用市民 一看就懂的用語與市民溝通? 有幾種辦法: 首先,有些國家採取了立法途徑。 比如,瑞典和美國在去年 通過了一個法案, 強制要求國家用人民 能夠理解的溝通用語。 或許你會想:「嗯,那很正常。 它們是比較先進的國家。 瑞典,也許比美國更先進。 但總之,它們都是比較先進的國家。 要是我國也有這類的立法 該有多棒啊?」 的確很棒,且在 1999 年成真了! 行政現代化法當中要求 國家與人民之間的溝通 應該要簡潔、清楚、扼要、有意義、 不使用首字母縮寫、等等。 但問題是,這條法令並沒有被實施。 問題是:只在那些立了法 真會去施行的國家 透過法律途徑立法才有用。 其次,還有利用市場行銷的方法。 這方法是怎樣運作的?像這樣: 私人企業改變它們的用語, 使用更簡明的方式來溝通。 對此大做文章,而消費者很捧場, 銷量提升,完美成功。 這對私部門來說是可行的。 第三種方法,對我而言 最重要的一種,是什麼呢? 就是在有民運的國家 使用以觀念轉變為基礎的民運途徑。 還記得「簡化英語運動」的英文標誌嗎? 它完全以消費者運動為基礎。 如何啟動民運呢? 我們需要了解兩件非常重要的事: 首先,想要看得懂 公眾文件的念頭不足為怪, 不是知識分子的好奇心, 而是日常生活中必需的。 更重要的,它是每個人的權利。 在這一邊有「知」的權利。 另一邊還需要 撰寫的人要以能被看得懂 為前提來寫文件的內容。 要如何做到呢? 首先:我們必須變成 苛求的消費者和市民。 可以這麼想: 下次有人給你一份文件, 而如果你無法理解這份文件,別害羞, 不要保持靜默,假裝你全看得懂。 不行! 要求對方讓你了解。 開口問。 我知道這並不容易。 向西裝革履的紳士尋求協助,說: 「請看一下這裡,這份合約的 這部分是什麼意思?」 這並不容易,甚至有點尷尬,對吧? 但事實並非如此。 這是一種智慧的表現。 當你的孩子在學校有疑惑時, 你會教他怎麼做? 「別告訴任何人你不懂,完全閉上嘴, 假裝很聰明的樣子」嗎? 不。你不會這樣教,對吧?你會說: 「聽著,當你不了解的時候舉起手來, 問你的老師,直到你懂。」 這正是我們身為消費者 和市民必須做的事。 所以,下次遇到你看不懂的文件時, 要求對方讓你了解, 放下你的驕傲,開口問, 直到你完全清楚理解為止。 還有另一樣。 這些已流通在外的文件非常糟糕, 它們並非憑空出現, 是有人寫出來的,對吧? 或許在這裡一大群人當中, 有些人...... 有些律師、公職人員...... 我並不是要你報出自己的身份, 但我請求你摸著自己的良心, 你替一般大眾、那些不懂 你用語的人撰寫文件時, 有多少次用只有你自己 能懂的用語在寫? 你會說:「啊! 這麼做是有理由的,就是……」 親愛的朋友們, 所有的理由我都聽過了, 有數千種理由,像是: 「啊!這是機關文化。」 「啊!是因為我老闆啦!」 「啊!是因為法官! 萬一這份文件要送上法庭怎麼辦?」 「你只是想要破壞語言而已。 我們得要教育人們。」 「我們不能降低我們的水平。」 諸如此類...... 這些我全看過,通通是藉口。 不久前,有人和我談到愛因斯坦。 愛因斯坦說:「如果你不能 簡明扼要地寫出一個主題, 那是因為,事實上你並不瞭解它。」 所以,如果你…… (鼓掌) 敬愛因斯坦…… (鼓掌) 所以……啊!啊!我沒時間了! 所以,如果你真的清楚你想說什麼, 你是清楚的吧? 你知道你想說什麼, 就只需要做一件事:相信可用 一種簡單明瞭的方式寫出來。 要怎麼做到呢? 非常簡單。寫給你的祖母看。 這方法如何? 你寫給你祖母看。 這裡讓大家看一下我的祖母。 (笑聲) 你要用誠意而非霸權書寫。 然後採用我待會兒要 傳授給你的三個技巧。 第一:從最重要的部分開始寫。 祖母有很多事情要做, 她不會讀完三頁紙來找重點。 從最重要的部分開始。 第二,用簡短的句子, 因為祖母跟我們大家一樣; 如果你用很長的句子, 聽到最後就完全忘記開頭是什麼了。 最後,第三,用簡單樸實的字, 用祖母認識的字。 行嗎?這很簡單! 在我結束之前 要來和你們談談「Claro」(清楚)。 「Claro」是一個社會責任的專案計畫, 使命是:改變大眾溝通的方式。 我們怎麼做? 今年我們將會推出 一系列「Claro」指南。 也就是說,我們要選一些非常 非常複雜的主題,並將它們簡化。 先從司法的「Claro」指南開始。 我想這個領域遲早用得到。 現在我要採用 Manuel Forjaz 的建議, 是該問這個問題的時候了。 誰會贊助司法的「Claro」指南呢? 我不知道。 或許 EDP 協會,還是......嗯? 等等來找我。 我們將做另一件事: 頒獎給最差和最佳的文件。 因為一定有人致力於 用清楚明瞭的方式來溝通, 他們應該被獎賞; 但也有懶惰的人什麼都不做, 這些人需要被羞辱一下。 所以我們將會頒出最差和最佳的獎項。 我還要仰賴你們的協助。 (鼓掌) 我們即將透過Claro的臉書頁 開始推出這項活動。 所以,把我們加入為朋友, 你就會得到最新消息。 最後,最重要的是 「Claro」想達到什麼目標? 它希望你們能將兩件事謹記在心。 第一:要求對方讓你了解。別害羞。 第二:撰寫的目的是要讓內容被了解。 寫給你的祖母看。 如果你沒有祖母的話, 寫給多明格斯先生,他一定會喜歡。 謝謝大家。