Plain Language + Compassion Help People in Crisis

Plain Language + Compassion Help People in Crisis

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Meet the content strategists who worked to transform to connect people in crisis with the help they needed.

About this event

Event Details

As much as we wish there could “just be a website” with every related resource people need, these one-stop shop solutions often become digital junk drawers that harm those we set out to help.

In the ecosystem of federal response to the opioid crisis, 18F knew needed to complement, not compete with, other resources. Through broad research, compassionate content, and sharply-defined scope, we helped launch a nationwide resource that answered questions and bridged a critical gap for people seeking help with substance use disorder.

You'll learn how to:

  • Craft honest, straightforward content that addresses worries and concerns and keeps people moving forward.
  • Define scope and success by mapping the wider user experience and blockers beyond the project at hand,instead of reinventing the wheel.
  • Learn how to approach high-stakes political situations with confidence in your expertise.

Speakers and Panelists

  • Amanda Costello, Content strategists in 18F, General Services Administration (GSA) Technology Transformation Services (TTS)
  • Cordelia Yu, Content strategists in 18F, General Services Administration (GSA) Technology Transformation Services (TTS)

About the Plain Language Community of Practice

The Plain Language Action and Information Network (PLAIN) is a group of federal employees from different agencies and specialties who support the use of clear communication in government writing. Join the Community of Practice.

How to Attend

Thank you for your interest in this event. Please contact us directly at if you need accessible accommodations to register or be able to attend the event.

Two important items!

  • Once you register and before the event, you will need to download the Zoom web browser client in order to attend this event. Visit the Zoom Download Center to install.
  • Be sure to check your email, as the Zoom link and password will be sent 24 hours and 1 hour prior to our event start time for anyone that registers. The email subject line will contain the event name.

Please click "Register" to sign up and reserve your spot for the event.

This event will be held and recorded over Zoom for Government. For general questions about the tool, please review the Zoom computer and device requirements and FAQs. If you have specific questions or security concerns about Zoom for Government, please visit

About is the community-curated, government resource for best practices on designing, building, and deploying easy-to-use, online customer experiences, which empower federal agencies to create deeper connections with the public they serve. delivers knowledge-as-a-service to help transform government interactions with the public through community connections, education, and collaboration.

About U.S. General Services Administration (GSA)

The mission of the U.S. General Services Administration is to deliver value and savings in real estate, acquisition, technology, and other mission-support services across the government. One of GSA’s four strategic goals is to improve the way agencies buy, build, and use technology. To learn more about GSA or, visit or join the conversation on social media at @USGSA, @GSA_TTS, or @Digital_Gov.

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