TEDxO'Porto
Sandra Fisher-Martins: The right to understand
Filmed:
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Medical, legal, and financial documents should be easy to read, but too often they aren’t. With spot-on (and funny) examples, Sandra Fisher Martins shows how overly complex language separates us from the information we need -- and three steps to change that. In Portuguese with English subtitles.
(Filmed at TEDxO'Porto.)
Sandra Fisher-Martins - Translator, plain language activist
Sandra Fisher-Martins fights “information apartheid” -- the barrier created by overly complex language. Full bio
Sandra Fisher-Martins fights “information apartheid” -- the barrier created by overly complex language. Full bio
Double-click the English transcript below to play the video.
00:07
The story I want to tell you about, started to me,
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我想和你們分享的故事
00:10
in 1996 when I was studying in England.
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始於 1996 年我在英國讀書時。
00:14
One day, I was glancing through my bank statement
(I didn't have much to look at)
(I didn't have much to look at)
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有一天，我瀏覽銀行對賬單，
（我沒什麼可看的）
（我沒什麼可看的）
00:18
and I've noticed that in the upper corner there was
a symbol, that I'm going to show you,
a symbol, that I'm going to show you,
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我發現對賬單的上角有個標誌，
等等會給你們看，
等等會給你們看，
00:24
saying that document had been made in
plain language, for me to understand it.
plain language, for me to understand it.
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它說這份文件使用簡單的語言
以便於我理解。
以便於我理解。
00:28
The idea interested me; I tried to find out
what that was
what that was
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這個想法引起了我的興趣，
於是我試著去探究它是什麼，
於是我試著去探究它是什麼，
00:31
and I found out that there was a campaign for the
simplification of language,
simplification of language,
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然後我發現了一個
關於簡化語言的運動，
關於簡化語言的運動，
00:35
which was the "Plain English Campaign".
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叫做「簡化英語運動」。
00:37
I thought it was a fabulous idea, for about
one day or two,
one day or two,
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有那麼一兩天，我覺得這個想法超棒的；
00:40
and I've never thought about it since.
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之後我就再也沒去想它了。
00:41
When I came back to Portugal, for good,
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當我回到葡萄牙並定居下來，
00:44
I came across with several documents - for example,
my work contract,
my work contract,
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我遇到過很多文件，
比如，我的工作合約、
比如，我的工作合約、
00:49
the papers I had to sign to buy a house,
the electricity bill --
the electricity bill --
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房屋契約、電費帳單。
00:54
a series of documents that reminded me of
that bank statement.
that bank statement.
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這一堆文件讓我回想起那張銀行對賬單；
00:57
Not because they were equally clear and simple,
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不是因為這些文件一樣簡潔明瞭，
01:01
but because they were the exact opposite.
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而是因為它們完全相反，
01:03
Because I had to read everything twice or thrice,
to begin to understand what was written there.
to begin to understand what was written there.
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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。
才彷彿有點明白它們在說什麼。
01:08
And then, that little seed that had been sown
in 1996, started germinating.
in 1996, started germinating.
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接著，1996 年埋下種子開始萌芽了。
01:15
And one day, I found myself
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有一天，我走進了老闆的辦公室，
01:17
entering through my boss' office and quitting
my job to dedicate myself to this.
my job to dedicate myself to this.
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辭去了我的工作，全心投入這件事。
01:21
And so, what did I find out, right off the start?
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一開始我發現了什麼呢？
01:24
I found out that it was a much more severe problem
than I thought.
than I thought.
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我發現這個問題比我想像的還要嚴重。
01:27
It wasn't only about these documents being
complex and annoying,
complex and annoying,
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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，
01:32
it was the fact that Portuguese people's literacy --
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01:35
literacy is the hability to understand written documents --
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也就是理解書面文件的能力是極低的。
01:38
is extremely low. I'm going to show you a chart about Portuguese people's literacy [rate].
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投影片上的是葡萄牙人讀寫能力的調查。
01:43
You know that about 10, 11% of people, in Portugal,
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看得出有 10~11% 的葡萄牙人，
01:47
don't know how to read nor write at all, yet.
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還完全不知道如何閱讀或書寫；
01:50
Over there are those who know, or say they know,
how to read and write. So, what do we have?
how to read and write. So, what do we have?
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其他則是知道或者自稱知道
如何閱讀與書寫的人。
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，
他們的讀寫能力最低，
01:54
We have that group of red people in level 1,
which is the lowest in literacy [rate].
which is the lowest in literacy [rate].
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01:59
They are persons who are able to join letters,
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有能力組合字母，
02:02
but they can't, actually, understand.
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但其實無法真正理解。
02:05
For example, if a person, from that red group,
has to pick up
has to pick up
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舉例來說，假如紅色族群的某人
02:09
the package leaflet of a medicinal product,
to give a dose of medicine to his/her child,
to give a dose of medicine to his/her child,
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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，
來決定要給孩子吃的劑量，
02:14
he/she can't, can't understand the information.
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他是沒法理解說明書上的資訊的。
02:16
50% of the Portuguese. Then we have 30% more,
those yellow ones,
those yellow ones,
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這就是 50% 的葡萄牙人了。
還有 30% 的人是標記黃色的，
02:22
over there, people who get by
on the daily basis.
on the daily basis.
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他們只能理解基本日常用語，
02:26
That is, if they don't have to read anything too new
or too different, they will manage.
or too different, they will manage.
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也就是能看懂不太新或太不同的內容；
02:30
But, for example, if they work in a factory and
a new machine arrives
a new machine arrives
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但，如果他們在工廠工作，
來了一台新機器，
來了一台新機器，
02:33
and they have to read the machine's manual
to be able to work with it, they can't do it anymore.
to be able to work with it, they can't do it anymore.
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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。
才能操作它，他們就辦不到了。
02:38
And there they go, 80% of the Portuguese people.
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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，
02:43
Then we have a few more that can handle documents,
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02:45
as long as they are not too complex,
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只要文件不要太複雜即可。
02:47
and we have 5% of the population that
can handle really complex documents.
can handle really complex documents.
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只有 5% 的人口，能處理很複雜的文件。
02:52
Now, just so you don't think this is normal,
that over there is Sweden.
that over there is Sweden.
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為了怕你覺得這很正常，
可以比較旁邊瑞典的情況。
可以比較旁邊瑞典的情況。
02:57
While we have 20% of people with the literacy
considered essential for a daily basis,
considered essential for a daily basis,
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我們有 20% 的人民具備
日常用語的讀寫能力，
日常用語的讀寫能力，
03:02
Sweden has 75%.
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瑞典卻有 75%。
03:06
And looking at that, what did I realize?
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看著這些數據，我了解了什麼？
03:08
I realized we live in an apartheid of information.
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我了解到我們生活在一個
資訊被隔離的環境中，
資訊被隔離的環境中，
03:11
I realized that there's a small minority of people
who has indeed access to information
who has indeed access to information
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只有少數人能夠真正取得資訊，
03:17
and can use it to their advantage and
a huge majority that can't.
a huge majority that can't.
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並將之做為己用，而大部分人無法。
03:23
And because they can't, they are excluded
and they are impaired.
and they are impaired.
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因為他們無法取得資訊，
他們被排除在外、他們被削弱。
他們被排除在外、他們被削弱。
03:26
Let me give you an example.
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讓我舉個例子。
03:28
That one is Mr. Domingos, my building's doorkeeper. Mr. Domingos started to read at the age of 27,
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這位我家大樓的門房，多明格斯先生，
他從 27 歲開始閱讀。
他從 27 歲開始閱讀。
03:34
so, he falls in that yellow group that
we have seen a little while ago.
we have seen a little while ago.
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所以，他屬於我們先前看到的黃色族群。
03:37
From time to time, I'm arriving home and he says:
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有時，當我回到家，
他會說：「桑德拉小姐！]」
他會說：「桑德拉小姐！]」
03:39
"Miss Sandra!"; "Yes, Mr. Domingos."
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「是的，多明格斯先生」
03:41
"Here is a little letter." So, the deal is: when Mr. Domingos or someone in the family or in the neighbourhood
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「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，
收到了些他們看不懂的東西，
03:45
receives something that they don't understand,
they come to me and I help them to translate it.
they come to me and I help them to translate it.
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他們會找我，讓我幫他們翻譯。
03:49
And so, that time he said to me like this:
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所以，那次他對我說：
03:51
"Oh, Miss Sandra, I'm about to throw this away,
but check it if this is important."
but check it if this is important."
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「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。」
但幫我看一下重不重要吧。」
03:54
It was very important. He had been waiting,
for quite a while, to have a knee surgery
for quite a while, to have a knee surgery
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結果它非常重要。
他在排膝蓋手術，已經排了很久。
03:59
and that was the letter of the famous surgery-bank
checks. When a person is waiting for a long time,
checks. When a person is waiting for a long time,
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那封信是有名的外科銀行支票。
04:03
they get a bank check and with that bank check
they can have that surgery in the private sector.
they can have that surgery in the private sector.
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排太久的人會收到一張銀行支票，
讓他們去私營機構手術。
讓他們去私營機構手術。
04:07
It was almost thrown away into the garbage,
Mr. Domingos' letter.
Mr. Domingos' letter.
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多明格斯先生的那封信
差點就被丟進了垃圾桶。
差點就被丟進了垃圾桶。
04:10
In that same year, I've found out,
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同年，我還發現只有 20% 的人
真的會用這些外科銀行的支票。
真的會用這些外科銀行的支票。
04:12
only 20% of people had used these
surgery-bank checks.
surgery-bank checks.
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04:16
The other 80%, I don't believe they had been cured
while they were waiting.
while they were waiting.
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另外 80% 的人，我不相信
他們在排隊時就痊癒了。
他們在排隊時就痊癒了。
04:22
They most likely did the same as Mr. Domingos:
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他們最可能是和多明格斯先生一樣：
04:25
"Ah! What's this? I'm not understanding,
it's going to the garbage".
it's going to the garbage".
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「啊！這是什麽？我不懂啊。
算了，扔掉吧。」
算了，扔掉吧。」
04:27
They lost the opportunity to have the surgery
they needed.
they needed.
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他們就這樣失去了機會，
沒有去做他們需要的手術的。
沒有去做他們需要的手術的。
04:30
What happens here? When people don't understand
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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。
對個人和國家來說都很嚴重的後果。
04:34
this has severe consequences -- to the individual,
but also for the country.
but also for the country.
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04:38
When I don't understand which are my rights,
the benefits I can have access to,
the benefits I can have access to,
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當我不懂我的權利是什麼
或我能取得哪些利益時，
或我能取得哪些利益時，
04:41
I can't understand my duties and I'm not
an active and participative citizen either.
an active and participative citizen either.
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我就無法理解我的義務，
也不可能是個積極參與的公民。
也不可能是個積極參與的公民。
04:46
Now, maybe, you are sitting there and thinking:
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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？
運氣真背，對吧？
04:50
"Yeah, poor Mr. Domingos... Bad luck, isn't it?
Me?! I'm in the green ones."
Me?! I'm in the green ones."
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我？我屬於綠色的族群。」
04:54
"I'm absolutely sure that I'm one of the green ones.
I was selected to come to TED! Hum?" (Laughter)
I was selected to come to TED! Hum?" (Laughter)
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「我很肯定我屬於綠色族群
我都被選上參與 TED了！不是嗎？」
我都被選上參與 TED了！不是嗎？」
04:58
So the deal is: I have here some texts to read to you
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所以，我要唸一段文字給你們聽。
05:02
and I'm going to see what color are you
when I finish reading.
when I finish reading.
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當我唸完的時候，
就會知道你們屬於哪群人了。
就會知道你們屬於哪群人了。
05:06
So, come on, this is an automobile insurance
contract. It says this:
contract. It says this:
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來吧，這是一份汽車保險合約。寫著：
05:10
"Unless contrary stipulation, the decease of the ensured person, the ensured capital is provided,
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「除非有相反條款，
否則當被保人死亡，
否則當被保人死亡，
05:16
in case of predeceasing of the beneficiary relatively to the ensured person, to the heirs of the last,
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若受益人先於被保人死亡，
保險金支付給後者之繼承人，
保險金支付給後者之繼承人，
05:22
in case of the simultaneous decease of the ensured person and of the beneficiary,
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若被保人與與受益人同時死亡，
05:26
to the heirs of the last". Hum? (Laughter)
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保險金支付給後者之繼承人。」如何？
（笑聲）
05:28
Next, there's another one, from the medicines'
package leaflet, that says the following:
package leaflet, that says the following:
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下面還有另一個例子，
是藥品的說明書，上面寫著：
是藥品的說明書，上面寫著：
05:33
"Warning! It may also occur erythema, edema,
vesiculation, keratolysis and urticaria."
vesiculation, keratolysis and urticaria."
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「警告！也有可能發生紅斑、水腫、
囊泡、角質疣、蕁麻疹。」
囊泡、角質疣、蕁麻疹。」
05:40
Hum? Are you clear?
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如何？你懂了嗎？
05:44
And this one is really good. This one, I signed
a renting contract to the new office on Friday
a renting contract to the new office on Friday
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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。
05:47
and I laughed my head off.
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它讓我笑翻了。
05:48
So, it said: "I, as a cosigner, assume the opportune
payment of the rents,
payment of the rents,
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上面寫著：「我，身為連署人，
保證及時支付租金，
保證及時支付租金，
05:54
waiving the benefits of the division
and prior foreclosure."
and prior foreclosure."
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放棄抵押品贖回權以及利益分配。」
05:58
When I heard "opportune payment" ["storm payment"
in Portuguese], I imagined myself bursting in there,
in Portuguese], I imagined myself bursting in there,
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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」）
（譯註：葡萄牙語意指「風暴支付」）
06:01
slamming the door and saying: "Here's the money!!!"
(Laughter)
(Laughter)
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用力一甩門把它關上，說：
「這是我的租金！！！」
「這是我的租金！！！」
（笑聲）
06:05
But it's not! (Laughter) (Applause)
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但不該是這樣的！（笑聲）（掌聲）
06:06
But it's not! (Applause)
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但不該是這樣的！（掌聲）
06:07
(Applause)
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（掌聲）
06:09
(Applause)
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06:11
So, it's this: when we leave our area of expertise --
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當離開我們的專業領域
06:15
and it only takes a little; there is no need to go
to the string theory or something like that,
to the string theory or something like that,
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僅僅離開一點點，沒到談理論那麼玄，
06:19
it only takes a little... (Laughter)
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僅僅離開一點點……
（笑聲）
（笑聲）
06:21
What happens?
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會發生什麽事？
06:22
We get as lost as Mr. Domingos.
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我們就會和多明格斯先生一樣迷失了。
06:26
And these documents are not written
by experts to experts,
by experts to experts,
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而且這些文件並非是專家寫給專家看的，
06:30
as the ones from the string theory.
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玄理論的文件才是。
06:32
No! These are documents written for me,
these are the public documents,
these are the public documents,
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而這些文件是寫給你我看的，
都是公眾文件。
都是公眾文件。
06:35
the public documents I need to understand
in my daily life,
in my daily life,
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它們是我們在日常生活中
必須要理解的公眾文件。
必須要理解的公眾文件。
06:39
to govern myself, to live my life.
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理解後才能管理自己、過生活。
06:41
These are the renting contracts, the package leaflet
of the medicines.
of the medicines.
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這些文件是租賃合約、藥品說明書、
06:43
It's all this. The electricity bills.
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電費帳單......之類的。
06:47
This has to be clear, so that I can understand.
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這些文件都需要寫得很清楚，
這樣我才能看懂。
這樣我才能看懂。
06:48
Because, if I can't understand, what happens?
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因為，如果我看不懂會發生什麽事？
06:51
I make mistakes, I get wrong.
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我會犯錯，我會搞錯。
06:54
I'm going to give you an example of mistakes that
were committed, bad decisions made
were committed, bad decisions made
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接下來我要舉的例子是犯錯的例子，
06:58
for not being able to understand documents.
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因為看不懂文件而做錯決策的例子。
07:00
Do you remember the subprime crisis that
took place in the United States?
took place in the United States?
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還記得美國的次貸危機嗎？
07:04
What happened?
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發生了什麽事？
07:06
People signed those loans to buy houses,
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人們簽署貸款來買房子，
07:09
without truly understanding what they were signing.
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卻沒真正了解他們簽署了什麽。
07:12
Because if they knew what they were signing,
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如果他們知道他們簽署了什麼，
07:14
they'd know that as soon as the interest rate started
to rise, the monthly payment would also increase,
to rise, the monthly payment would also increase,
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他們就該明白，當利息上升時
每月的應還款數額也會增加。
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。
07:20
they wouldn't be able to pay anymore and
they would end up without a house.
they would end up without a house.
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07:23
So, the rest, after that, next, everything
crumbled down and we know the rest.
crumbled down and we know the rest.
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那之後，一切開始瓦解，
後續我們都知道了。
後續我們都知道了。
07:27
Do you think that if there was a culture of clarity
in the financial sector
in the financial sector
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如果金融部門有著清晰表達的傳統，
07:32
things would have got up to where they've got?
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你認為事情還會演變成那樣嗎？
07:35
I don't think so. So,
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我認為不會。
所以，應該如何解決這個問題呢？
07:38
how do you solve this problem,
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07:41
this such big difference between the
literacy [rate] of the Portuguese,
literacy [rate] of the Portuguese,
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葡萄牙人實際的讀寫能力這麼差，
07:45
that is down here, and the complexity
of the public documents,
of the public documents,
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我們日常需了解的公眾文件這麼複雜，
07:48
those ones we need to understand
in our daily lives, sorry,
in our daily lives, sorry,
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兩者落差如此大的問題，
要如何解決？
07:51
that are up here?
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07:53
So, the first think that comes to mind is,
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最先浮現腦海的想法通常是：
07:55
"If literacy is down here, let's make it rise" -- isn't it?
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「如果讀寫率這麽低，就來提升它。」
對吧？
07:59
Let's educate people.
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教育人民，這樣，那樣……
08:00
Let's, let's... of course we will,
of course we will educate people.
of course we will educate people.
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當然，我們會教育大眾。
08:04
The thing is, it's hard and it's slow.
And I don't even want to imagine
And I don't even want to imagine
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問題是，這很難，而且速度很慢。
08:08
how many generations it will take until we are
at Sweden's level.
at Sweden's level.
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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？
我們才能達到瑞典的水平？
08:12
But, besides that, it's not only because it is slow.
There is another problem.
There is another problem.
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除此之外，不僅是速度慢的問題，
還有另一個問題。
還有另一個問題。
08:14
If the language of the documents
isn't simpler,
isn't simpler,
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如果文件用語不夠簡單，
08:18
we've already seen that people, even with
a high literacy level, like you,
a high literacy level, like you,
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我們已經見證了像你們這樣
具有高度讀寫能力的人們，
具有高度讀寫能力的人們，
08:23
if the language is hard, they don't get cleared,
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如果用語太艱深，
仍然會有看不懂的時候，
仍然會有看不懂的時候，
08:26
they continue to be unable to understand
these documents.
these documents.
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依舊無法理解這些文件。
08:29
So, besides increasing literacy [rate], and for now,
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所以，除了要提高讀寫率，
08:33
it's much more important to reduce
the complexity of documents
the complexity of documents
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目前更重要的是降低文件的複雜度，
08:37
and simplify the language.
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簡化用語。
08:42
I'm going to show you an example.
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我舉一個例子
08:44
When I talk about simplifying the language.
Notice!
Notice!
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關於簡化用語的例子。
08:46
On the left side of a contract:
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注意！在合約的左側：
08:50
"It is agreed that the insurance company, bla bla bla,
bla bla bla, bla bla..."
bla bla bla, bla bla..."
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「一致認同保險公司，諸如此類……」
08:53
This is a before and after example. What do we mean with simplifying language?
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這是一個簡化前後比較的例子。
簡化用語是什麽意思？
08:58
It's communicating in a simple and clear way,
enabling our reader to understand it at first glance.
enabling our reader to understand it at first glance.
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是用更簡潔、更清楚的方式去溝通，
以便讀者一看就能理解。
以便讀者一看就能理解。
09:06
What do you prefer? Before or after?
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你更偏好哪一種？
簡化之前的還是之後的？
簡化之前的還是之後的？
09:10
There isn't much doubt, is there?
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答案很明顯，對吧？
09:12
So, how is this achieved? How can you make
the State and companies communicate
the State and companies communicate
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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？
一看就懂的用語與市民溝通？
09:18
with citizens in a language they can understand
at first glance?
at first glance?
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09:21
There are several ways. There are countries
that are going by the path of legislation.
that are going by the path of legislation.
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有幾種辦法：
首先，有些國家採取了立法途徑。
09:25
For example, Sweden and the United States
introduced, last year, a legislation that forces
introduced, last year, a legislation that forces
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比如，瑞典和美國在去年
通過了一個法案，
通過了一個法案，
09:31
the State to communicate with people in
a language they can understand.
a language they can understand.
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強制要求國家用人民
能夠理解的溝通用語。
能夠理解的溝通用語。
09:34
And you think, "Well, that's normal.
They are countries that are a bit ahead.
They are countries that are a bit ahead.
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或許你會想：「嗯，那很正常。
它們是比較先進的國家。
它們是比較先進的國家。
09:37
"Sweden, maybe, much more than the United States.
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瑞典，也許比美國更先進。
09:40
"But they are countries that are a bit ahead.
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但總之，它們都是比較先進的國家。
09:41
"It would be nice if in our country there was also
legislation towards that, wouldn't it be?"
legislation towards that, wouldn't it be?"
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要是我國也有這類的立法
該有多棒啊？」
該有多棒啊？」
09:45
So it would. And there is! Since 1999.
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的確很棒，且在 1999 年成真了！
09:49
The Law of the Administrative Modernization
says that
says that
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行政現代化法當中要求
國家與人民之間的溝通
國家與人民之間的溝通
09:52
the communication between the State and the people
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09:55
should be simple, clear, concise, meaningful,
without acronyms, bla bla bla...
without acronyms, bla bla bla...
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應該要簡潔、清楚、扼要、有意義、
不使用首字母縮寫、等等。
不使用首字母縮寫、等等。
10:00
But the thing is: it is not applied. So, the question,
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但問題是，這條法令並沒有被實施。
10:02
the path of going through legislation,
enforcing through legislation,
enforcing through legislation,
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問題是：只在那些立了法
真會去施行的國家
真會去施行的國家
10:05
works in those countries where laws
are made to be applied.
are made to be applied.
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透過法律途徑立法才有用。
10:09
Now, there is another way, the way of marketing.
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其次，還有利用市場行銷的方法。
10:14
How does that work? It's like this:
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這方法是怎樣運作的？像這樣：
10:17
private companies change their language;
communicate in a clearer and simpler way,
communicate in a clearer and simpler way,
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私人企業改變它們的用語，
使用更簡明的方式來溝通。
使用更簡明的方式來溝通。
10:21
they make a big fuss about it, consumers love it,
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對此大做文章，而消費者很捧場，
10:24
the sales rise, it works beautifully.
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銷量提升，完美成功。
10:26
But it works for the private sector.
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這對私部門來說是可行的。
10:28
Now, what is the third path, and to me,
the most important one?
the most important one?
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第三種方法，對我而言
最重要的一種，是什麼呢？
最重要的一種，是什麼呢？
10:34
It's the path of civil movements,
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就是在有民運的國家
10:36
that are based in a mentality shift.
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使用以觀念轉變為基礎的民運途徑。
10:38
In countries where this really went forward --
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10:41
do you remember the English label, of the
"Plain English Campaign"? --
"Plain English Campaign"? --
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2159
還記得「簡化英語運動」的英文標誌嗎？
10:43
this is all based on a consumers' movement.
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它完全以消費者運動為基礎。
10:46
So, what does it take for that civic movement
to happen?
to happen?
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如何啟動民運呢？
10:51
We need to understand two very important things:
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我們需要了解兩件非常重要的事：
10:54
First, wanting to understand these
public documents is not a whim,
public documents is not a whim,
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首先，想要看得懂
公眾文件的念頭不足為怪，
公眾文件的念頭不足為怪，
10:59
is not an intellectual curiosity.
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不是知識分子的好奇心，
11:01
It is a necessity that I have in my daily life.
185
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而是日常生活中必需的。
11:03
And above all, it is a right, it is everyone's right.
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3148
更重要的，它是每個人的權利。
11:07
On this side we have: understanding is a right.
187
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3745
在這一邊有「知」的權利。
11:10
And we have to understand another thing too,
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1604
另一邊還需要
11:12
which is: he who writes, has to write in order
to be understood.
to be understood.
189
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3573
撰寫的人要以能被看得懂
為前提來寫文件的內容。
為前提來寫文件的內容。
11:15
How do we get there?
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要如何做到呢？
11:18
First of all: we have to become demanding
consumers and citizens.
consumers and citizens.
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首先：我們必須變成
苛求的消費者和市民。
苛求的消費者和市民。
11:22
Think it this way: next time someone
gives you a document
gives you a document
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4475
可以這麼想：
下次有人給你一份文件，
11:27
that you just simply don't understand, don't be shy,
193
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2993
而如果你無法理解這份文件，別害羞，
11:30
don't keep quiet, pretending that you are
understanding everything.
understanding everything.
194
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2724
不要保持靜默，假裝你全看得懂。
11:33
No! Demand to understand. Ask.
195
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2620
不行！
要求對方讓你了解。
開口問。
11:35
I know that this is not easy. Turn to the gentleman
in the little suite and say:
in the little suite and say:
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3295
我知道這並不容易。
11:39
"Look here, this contract, this part,
what does this mean?"
what does this mean?"
197
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3130
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？」
這部分是什麼意思？」
11:42
It's not easy, and perhaps it's even a bit
embarrassing, isn't it?
embarrassing, isn't it?
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695197
4214
這並不容易，甚至有點尷尬，對吧？
11:46
But it is not. It's a sign of intelligence.
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但事實並非如此。
這是一種智慧的表現。
11:48
What do you teach your children when
they have doubts in school?
they have doubts in school?
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當你的孩子在學校有疑惑時，
你會教他怎麼做？
你會教他怎麼做？
11:51
"Don't say nothing to anyone, shut up really good
and act smart."
and act smart."
201
704984
3589
「別告訴任何人你不懂，完全閉上嘴，
假裝很聰明的樣子」嗎？
假裝很聰明的樣子」嗎？
11:55
No, you don't, right? You say:
202
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1784
不。你不會這樣教，對吧？你會說：
11:57
"Look, when you don't understand, you put your hand
up in the air and ask the teacher until you are cleared."
up in the air and ask the teacher until you are cleared."
203
710357
3859
「聽著，當你不了解的時候舉起手來，
問你的老師，直到你懂。」
問你的老師，直到你懂。」
12:01
And that is exactly what we have to do,
as consumers and citizens.
as consumers and citizens.
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714216
4004
這正是我們身為消費者
和市民必須做的事。
和市民必須做的事。
12:05
So, next time you come across with
a document you don't understand,
a document you don't understand,
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4625
所以，下次遇到你看不懂的文件時，
12:09
demand to understand, put aside your pride and ask
206
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2806
要求對方讓你了解，
放下你的驕傲，開口問，
放下你的驕傲，開口問，
12:12
until you get completely cleared.
207
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2140
直到你完全清楚理解為止。
12:14
Then, there's the other side, which is:
"Okay, these awful documents
"Okay, these awful documents
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5491
還有另一樣。
這些已流通在外的文件非常糟糕，
12:20
"which are in circulation, they don't grow on trees.
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2107
它們並非憑空出現，
12:22
"Someone wrote them." Hum?
210
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2094
是有人寫出來的，對吧？
12:24
Maybe, among this big group, some persons...
211
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4503
或許在這裡一大群人當中，
有些人......
有些律師、公職人員......
12:28
I don't know, some lawyers, some public employees --
I'm not asking you to identify yourselves,
I'm not asking you to identify yourselves,
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4653
我並不是要你報出自己的身份，
12:33
but I ask you to search your own conscience.
213
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2533
但我請求你摸著自己的良心，
12:36
How many times do you write documents
for the general public,
for the general public,
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3339
你替一般大眾、那些不懂
你用語的人撰寫文件時，
你用語的人撰寫文件時，
12:39
for people that don't share your language,
215
752511
2616
12:42
and you write them in a language that
only you will understand?
only you will understand?
216
755127
2669
有多少次用只有你自己
能懂的用語在寫？
能懂的用語在寫？
12:44
And you'll say: "Ah, that's because
there is a reason, here!"
there is a reason, here!"
217
757796
3025
你會說：「啊！
這麼做是有理由的，就是……」
這麼做是有理由的，就是……」
12:47
Dear friends, I already heard all the reasons.
218
760821
1592
親愛的朋友們，
所有的理由我都聽過了，
所有的理由我都聽過了，
12:49
There are thousands of reasons. They go like these:
219
762413
2765
有數千種理由，像是：
12:52
"Ah, it's the house's culture"; "Oh, my boss!"
220
765178
1974
「啊！這是機關文化。」
「啊！是因為我老闆啦！」
「啊！是因為我老闆啦！」
12:54
"Oh, the judge! And what if this goes to court?"
221
767152
2775
「啊！是因為法官！
萬一這份文件要送上法庭怎麼辦？」
萬一這份文件要送上法庭怎麼辦？」
12:56
"What you want is to destroy language.
We have to educate people."
We have to educate people."
222
769927
2581
「你只是想要破壞語言而已。
我們得要教育人們。」
我們得要教育人們。」
12:59
"We can't lower the level"; bla, bla, bla...
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772508
1975
「我們不能降低我們的水平。」
諸如此類......
諸如此類......
13:01
I've seen all of this. These are excuses.
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2421
這些我全看過，通通是藉口。
13:03
A while ago, they told us about Einstein.
225
776904
2571
不久前，有人和我談到愛因斯坦。
13:06
Einstein said this: "If you can't write about a subject,
226
779475
3878
愛因斯坦說：「如果你不能
簡明扼要地寫出一個主題，
簡明扼要地寫出一個主題，
13:10
in a simple way, it's because, in fact,
you don't understand it."
you don't understand it."
227
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2740
那是因為，事實上你並不瞭解它。」
13:13
So, if you... (Applause)
228
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3544
所以，如果你……
（鼓掌）
13:16
To Einstein... (Applause)
229
789637
1910
敬愛因斯坦……
（鼓掌）
13:18
To Einstein...(Applause)
230
791547
1661
13:20
So -- ah, ah, I don't have time! --
231
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2699
所以……啊！啊！我沒時間了！
13:22
so, if you do know what you want to say --
don't you? --
don't you? --
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所以，如果你真的清楚你想說什麼，
你是清楚的吧？
你是清楚的吧？
13:27
you are aware of what you want to say,
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你知道你想說什麼，
13:29
you just have to do one thing: believe that it is
possible to write in a simple way.
possible to write in a simple way.
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就只需要做一件事：相信可用
一種簡單明瞭的方式寫出來。
一種簡單明瞭的方式寫出來。
13:34
And how do you do that?
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要怎麼做到呢？
13:36
It's very easy. You write to your grandmother.
Hum?
Hum?
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非常簡單。寫給你的祖母看。
這方法如何？
這方法如何？
13:40
You write to your grandmother. I'm going
to show grandma to you.
to show grandma to you.
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你寫給你祖母看。
這裡讓大家看一下我的祖母。
這裡讓大家看一下我的祖母。
13:41
(Laughter)
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（笑聲）
13:44
You write with respect and without paternalism.
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你要用誠意而非霸權書寫。
13:45
And you use three techniques that I'm going
to teach you. First of all:
to teach you. First of all:
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然後採用我待會兒要
傳授給你的三個技巧。
傳授給你的三個技巧。
第一：從最重要的部分開始寫。
13:49
Start by the most important.
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13:51
Grandma has a lot to do. She is not going to read
three pages to get to the main idea.
three pages to get to the main idea.
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祖母有很多事情要做，
她不會讀完三頁紙來找重點。
她不會讀完三頁紙來找重點。
13:55
Start by the most important.
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從最重要的部分開始。
13:57
Next, use short sentences, because grandma,
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第二，用簡短的句子，
14:01
like anyone of us,
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因為祖母跟我們大家一樣；
14:02
if you make very long sentences,
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如果你用很長的句子，
14:04
she gets to the end and she can't remember what
you said in the beginning, anymore.
you said in the beginning, anymore.
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聽到最後就完全忘記開頭是什麼了。
14:06
And lastly, the third, use plain words, those ones
that grandma knows.
that grandma knows.
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最後，第三，用簡單樸實的字，
用祖母認識的字。
用祖母認識的字。
14:11
Alright? It's easy!
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行嗎？這很簡單！
14:13
Before I leave,
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在我結束之前
14:15
I would like to talk to you about "Clara" (Clear).
"Clara" is a project of social responsibility.
"Clara" is a project of social responsibility.
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要來和你們談談「Claro」（清楚）。
「Claro」是一個社會責任的專案計畫，
14:18
It has this mission: to change the way how public communication is made.
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使命是：改變大眾溝通的方式。
14:22
What do we do?
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我們怎麼做？
14:23
We are going to launch this year
a collection of "Claro" guides,
a collection of "Claro" guides,
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今年我們將會推出
一系列「Claro」指南。
一系列「Claro」指南。
14:27
that is, we are going to pick very, very,
very complex subjects and put them simple.
very complex subjects and put them simple.
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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。
非常複雜的主題，並將它們簡化。
14:31
We are going to start with the
"Claro" Guide of Justice.
"Claro" Guide of Justice.
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先從司法的「Claro」指南開始。
14:33
I think it is an area... that comes in handy.
(Applause)
(Applause)
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我想這個領域遲早用得到。
14:37
And now I'm going to follow Manuel [Forjaz]'s advise.
If it's time to ask,
If it's time to ask,
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現在我要採用 Manuel Forjaz 的建議，
是該問這個問題的時候了。
是該問這個問題的時候了。
14:39
whoever wants to sponsor the
"Claro" Guide of Justice -- I don't know...
"Claro" Guide of Justice -- I don't know...
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誰會贊助司法的「Claro」指南呢？
我不知道。
我不知道。
14:42
for example, the EDP Foundation, or...ha? --
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或許 EDP 協會，還是......嗯？
14:45
come talk to me later.
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等等來找我。
14:48
Another thing we will do is to grant prizes
to the worse and best documents,
to the worse and best documents,
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我們將做另一件事：
頒獎給最差和最佳的文件。
頒獎給最差和最佳的文件。
14:53
because, indeed, there are people who are working
to communicate in a clearer way,
to communicate in a clearer way,
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因為一定有人致力於
用清楚明瞭的方式來溝通，
用清楚明瞭的方式來溝通，
14:56
and that have to be rewarded,
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他們應該被獎賞；
14:57
and there are lazy people that do nothing
about it and need to be humiliated.
about it and need to be humiliated.
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但也有懶惰的人什麼都不做，
這些人需要被羞辱一下。
這些人需要被羞辱一下。
15:01
So, we'll give prizes to the worst and to the best.
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所以我們將會頒出最差和最佳的獎項。
15:03
I'm counting on your help. (Applause)
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我還要仰賴你們的協助。
（鼓掌）
15:05
(Applause)
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15:10
We are going to launch... we are going to launch
the campaign via Clara's Facebook,
the campaign via Clara's Facebook,
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我們即將透過Claro的臉書頁
開始推出這項活動。
開始推出這項活動。
15:14
so, send your friendship request and
you'll be up to date.
you'll be up to date.
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所以，把我們加入為朋友，
你就會得到最新消息。
你就會得到最新消息。
15:17
But, lastly, above all, what does "Clara" want?
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最後，最重要的是
「Claro」想達到什麼目標？
「Claro」想達到什麼目標？
15:19
It wants to put two little things in your heads.
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它希望你們能將兩件事謹記在心。
15:21
The first one: demand to understand. Don't be shy.
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第一：要求對方讓你了解。別害羞。
15:25
And write in order to be understood.
Write to your grandma.
Write to your grandma.
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第二：撰寫的目的是要讓內容被了解。
寫給你的祖母看。
寫給你的祖母看。
15:29
And if you don't have a grandmother, write to
Mr. Domingos, he will like it.
Mr. Domingos, he will like it.
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如果你沒有祖母的話，
寫給多明格斯先生，他一定會喜歡。
寫給多明格斯先生，他一定會喜歡。
15:33
Thank you. (Applause)
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謝謝大家。
（鼓掌）
ABOUT THE SPEAKER
Sandra Fisher-Martins - Translator, plain language activistSandra Fisher-Martins fights “information apartheid” -- the barrier created by overly complex language.
Why you should listen
Sandra Fisher Martins helps Portuguese businesses and government agencies introduce clarity to their communications. After seeing a Plain English campaign in England, she was inspired to establish Portugues Claro -- a consulting and training firm that works to ensure that people are not disenfranchised by what she calls an "information apartheid" that keeps the majority of her fellow Portuguese from fully understanding documents they need for their daily lives. She is working to develop Euro-clear, a European diploma in clear communication.
Find more examples of plain language at Portugues Claro's website.
Sandra Fisher-Martins | Speaker | TED.com