Kleimann Communication Group / Center for Plain Language
Susan Kleimann, Ph.D. is President of Kleimann Communication Group, a firm that combines plain language, information design, and qualitative research to create user-centered documents. With over 30 years of hands-on experience, Susan has led transformative, high visibility research and design projects related to public policy documents for multiple government agencies. She served as the Director of the Document Design Center at the American Institutes for Research, is currently Vice Chair of the Center for Plain Language, and is a member of the International Plain Language Group which is establishing international standards for plain language that apply across cultures and languages. She often serves as an expert witness on cases focused on unclear communication.
Susan has led the company’s most current project with the U.S. Consumer Financial Protection Bureau. The project focuses on the integrated disclosures required for home mortgages. Dr. Kleimann also led the user-centered design project for the financial privacy notice now used by nearly every major financial company in the U.S., such as Bank of America, Capital One, and Chase as well as small and large credit unions and automobile finance companies, such as Honda and Audi. She has also led technical assistance projects for the Internal Revenue Service, the Department of Health and Human Services, the Department of Veterans Affairs, the Department of Agriculture (for food stamps) as well as research projects for Consumers Union, RAND Corporation, and Harvard Medical School.