Written general information, and communication through e-services from municipalities and other authorities can be difficult to understand and use for people with a foreign mother tongue. Recieving municipal information is not simply an issue of being "informed" for newly arrived individuals, it is  also an essential part of conquering a new identity and finding out how to relate to a new cultural framework of a new society. Being informed and welcomed as a citizen of a new country is also the first step in deepening a process of belonging and an offer of opportunities for increased personal freedom of action.

The easy-to-read format has become the standard means to adapt and simplify official texts for the groups which are regarded difficult to reach. However, this format is originally designed for people with intellectual disabilities and does not take into account the varying needs of other target groups including for example immigrants. A citizen survey especially targeting people with a foreign first language, showed that 50-60% of the population were not able to fully understand the municipal information. Experiences from a collaborative project between a big municipality, an accessibility company and a university, shows the challenges when it comes to developing a norm creative model  in order to repair what turned out to be a highly complex societal problem, rather than finding a universal communication style.