Literate practices in a modern credit union

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Abstract
Modern bureaucratic institutions are notorious for producing documents that are difficult to understand. Much attention has been paid to the language of these materials; little is known about the contexts in which these documents are used and their potential effects on functional literacy. Drawing on research in a midwestern credit union, this paper discusses several factors that seem to characterize how and why credit unions and their members use credit union documents: the characteristics of document availability, the structure of interactions in which documents are used, attitudes and beliefs about the documents, and the functions of documents. (Literate practices, conversational analysis, bureaucratic institutions, politics of language, plain language movement).

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