Best Practice Report

Words Matter: Inclusive Experiences Start With Inclusive Language

September 8th, 2021
Gina Bhawalkar, Principal Analyst
Gina Bhawalkar Principal Analyst
Senem Guler Biyikli, PhD, Analyst
Senem Guler Biyikli, PhD Analyst
With contributors:
Ian Jacobs , Aurelie L'Hostis , Katy Tynan , Kelsey Callahan , Wesley Patterson , Shayna Neuburg

Summary

Firms that practice inclusive design break into new markets, retain more customers, get employees engaged, and minimize legal risks and negative press. Inclusive language is a key component of inclusive design, yet many organizations — including many that say they are committed to diversity, equity, and inclusion (DEI) — fail to recognize its importance or don’t know where to begin. This report introduces best practices derived from consumer research and offers recommendations to assess how inclusive your content is.

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