Wash state doesn’t have a personal income tax but does have a business income tax. My courseware work counts as an independent business, so I always had to submit a return even though the total income never** hit the threshold for actual payment. The return is nice and simple compared to IRS, no big deal. About three years ago the state decided that really small businesses don’t have to submit a return, but they do have to verify that this year’s income is still under the threshold. The verification takes about the same effort as the return.
This year they sent a paper letter asking for the annual verification. I looked at it and didn’t see any way to actually verify. So I submitted a question via their contact form.
Today they responded. The email looked like a made-up address, and the subject heading looked like ordinary spam. Just before deleting it I decided to see what kind of silly Sucker Filter it was. Oops! Not spam, the response to my contact form.
First hidden assumption: Weird-looking email addresses must be scammers.
Reading the email, it turns out the correct info was given on the BACK of the paper letter.
Second hidden assumption: Official letters never have anything important on the back. If there’s a back or a second page, it’s always the standard Diversity boilerplate.
Fortunately I saved the letter, looked on the BACK and found the correct way to fill out the online verification form.
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Later thought: Maybe this should also be a UI/UX lesson for agencies and businesses who want their message to be seen and understood. Use a clear and recognizable email address that doesn’t fade into the background clutter of spam. If there’s important info on the back or second page, tell the reader to look there.
This 1960s government training film gives the same advice to bureaucrats who are accustomed to talking with other officials. When dealing with ordinary citizens, don’t assume they know your regulation numbers and don’t assume they know which steps to take. Say things in plain language and give specific instructions about what to do next, even if it feels redundant to you.
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** Fussy footnote: I went back through my records and found that I did pay a small amount in 2007-2009. After that the threshold moved up considerably. My income is often over the earlier threshold but not the later.
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