Many libraries are redesigning their websites for great user experiences through clean design. But what if you’ve redesigned your website, but still have patrons who are frustrated? It’s time to focus on language. Librarian-ese and tech speak are confusing and defeat our patrons before they begin. In this session I’ll show how you can use plain language, one of the main tenets of usability, to boost patron confidence. I’ll share real-life examples of websites and chat transcripts showing how little changes in language can make a big difference.