How to Make Sense of Any Mess by Abby Covert

Chapter 4: Choose a Direction | Page 103

Meet Rasheed.

Rasheed is a consultant helping the human resources department of a large company. They want to move their employee-training processes online.

Rasheed’s research uncovered a lot of language inconsistencies between how employees are hired and trained in various departments.

He always expects to account for departmental differences, but he fears this many similar terms for the same things will make for a sloppy system design.

Rasheed has a choice. He could document the terms as they exist and move on. Or he could take the time to find a direction that works for everyone.

He decides to group the terms by similar meanings and host a meeting with the departments to choose which terms should lead, and which ones should fall back.

During the meeting, Rasheed:

• Questions acronyms and proprietary terms
• Eliminates accidental synonyms
• Documents myths, alternatives, and histories

Chapter 4: Choose a Direction | Page 93

Create a list of words you say.

A controlled vocabulary is an organized list of terms, phrases, and concepts intended to help someone navigate a specific context.

Documenting language standards can reduce linguistic insecurity.

A good controlled vocabulary considers:

• Variant spellings (e.g., American or British)
• Tone (e.g., Submit or Send)
• Scientific and popular terms (e.g., cockroaches or Periplaneta Americana)
• Insider and outsider terms (e.g., what we say at work; what we say in public)
• Acceptable synonyms (e.g., automobile, car, auto, or vehicle)
• Acceptable acronyms (e.g., General Electric, GE, or G.E.)

Chapter 4: Choose a Direction | Page 97

Understand the past.

As you talk through your controlled vocabulary, listen for stories and images people associate with each term.

Language has history. Synonyms and alternatives abound. Myths can get in your way too, unless you’re willing to uncover them.

Gather the following about each term:

• History: How did the term come into being? How has it changed over time?
• Myths: Do people commonly misunderstand this term, its meaning, or its usage? How?
• Alternatives: What are the synonyms for the term? What accidental synonyms exist?

When it comes to language, people are slow to change and quick to argue. Documenting these details will help you make your controlled vocabulary as clear and useful as possible.