Government Agencies Use Kleimann Process to Create Effective Consumer Centered Disclosures

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Kleimann Communication Group, an international leader in bringing clear communication to organizations, released the Executive Summary of the firm's report "Consumer Testing of the Good Faith Estimate (GFE) and HUD-1 Forms." The report outlines the innovative, consumer-centered process Kleimann used with the Department of Housing and Urban Development (HUD) to create disclosures that are both accurate and usable.

Kleimann Communication Group, an international leader in bringing clear communication to organizations, released the Executive Summary of the firm's report "Consumer Testing of the Good Faith Estimate (GFE) and HUD-1 Forms." The report outlines the innovative, consumer-centered process Kleimann used with the Department of Housing and Urban Development (HUD) to create disclosures that are both accurate and usable.

The Kleimann report documents the development of a standardized disclosure that consumers can use to understand the basics of their loan offer and compare with other offers. Using the revised, clearer disclosure developed by Kleimann, 95% of consumers understood the simplified disclosure and chose the lower cost mortgage.

"Kleimann is passionate about achieving a world where making complex information clear isn't merely political rhetoric. We're committed to developing clear information that ensures understanding before mistakes and grave consequences result," said Susan Kleimann, President of Kleimann Communication Group.

To create such simple and effective disclosures, Kleimann uses a process based on talking to consumers as they use the document. By observing and interacting with consumers, Kleimann researchers find out where they make mistakes or draw incorrect conclusions that put them at risk to make shortsighted choices. Kleimann believes that such a method is the most effective way to learn about how consumers actually interact with information-- and is more useful than more general approaches, such as town hall meetings, focus groups, or random polling. This approach avoids the typical sole reliance on external advocates, industry representatives, or lobbyists who have their own ideas of what consumers want and need. Kleimann believes in developing information by listening to, understanding, and balancing the needs of industry, the demands of the government, and the comprehension of the consumer.

Barbra Kingsley, partner at Kleimann, noted, "President Obama has announced a vision for the future that includes financial information that is 'simple, transparent, and accurate.' Changing behaviors--our own, the government's, and industry's--is a tall order that demands real, effective, and tangible solutions to actually succeed. We are proud to have already contributed to this vision."

Both the executive summary and the final GFE disclosure are available on their website, http://kleimann.com/housing1.html.

About Kleimann Communication Group
Kleimann Communication Group is a woman-owned, small business with offices in Denver, CO and Washington, DC. Founded in 1997, Kleimann believes that clear communication is a basic right for all consumers. Kleimann makes complex information clear and works with the information that keeps business and the world moving ― instructions, forms, applications, mortgage disclosures, and privacy notices.

Kleimann Communication Group, Inc.
Kristin Kleimann
303.477.3963
http://www.kleimann.com

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