In general, do not use contractions. However, contractions
are acceptable where a feature explicitly requires that the tone and voice are more
conversational and human-like, such as Chatbots, which is supposed to be an IM between the
agent and the user.
Bad
You don’t have permissions to issue this renewal.
Good
You do not have permissions to issue this renewal.
List items
Start list items with a capital letter.
Bad
Add quote
for this account
for any account
Good
Add quote
For this account
For any account
Voice
Avoid passive voice, as it creates ambiguity and confusion. In
validation messages, address the user directly.
Bad
The information previously entered will be stored as a quote submission.
A repair facility selection is required.
Value entered must be a valid email address.
Good
The information that you have entered becomes a draft quote.
Please select a repair facility.
Please enter numbers only.
Abbreviations and acronyms
Avoid abbreviations and acronyms as they could
and probably would cause confusion. If it is necessary to abbreviate, do it according to the
rules; that is, after a consonant and use a full stop.
Bad
Limits: Occurrence/ Prod Agg / Gen Agg
Bus. Inc. Waiting Period Change
Communications (inc O/H lines)
DOB
Good
Liquor Liability Aggregate Limit
Communications (incl. Overhead Lines)
Date of Birth
Consistent constructions
Use consistent constructions for labels,
messages and so on.
Bad
“Number of deadbolts” vs. “Specify the number of fireplaces”
“Alarms are on all floors” vs. “Is the property fenced?”
Good
“Specify the number of deadbolts” and “Specify the number of fireplaces”
“Are there alarms on all floors?” and “Is the property fenced?”
Headings
Use title case for headings, unless the heading is a complete
sentence.
Bad
General coverages
Good
Building Details
Grammar
Use grammatically correct sentences.
Bad
Customer will receive an email confirmation shortly.
Is Non Specific Location
Good
Your customer will receive an email confirmation shortly.
Is it a non-specific location?
Word choice
Use full words. When it comes to language, use US English
instead of UK English.
Bad
Policy Info
Driving licence
Good
Policy Information
Driver's license
Use of jargon
Do not use jargon unnecessarily. Sometimes it is required
to use an industry term, but if a more general or commonly known terms are available use them.
Bad
The information previously entered will be stored as a quote submission
Good
The information that you entered previously becomes a draft quote.
