Writing style
Our content is:
- specific
- informative
- clear.
We include only the information users need to finish a task or move to the next step.
We do not add background or historical information unless it is immediately useful.
Plain language
We use plain language so everyone can understand our content. We keep the tone conversational, but professional.
We avoid formal or technical words when simpler words work.
Do
buy, not purchase
help, not assist
about, not approximately
If we need to use a technical or legal term, we explain it in plain language.
Active voice
We use active voice rather than passive voice.
In active voice, the subject performs the action.
Do
You need to lodge an application.
Do not
An application will need to be lodged by you.
Personal pronouns
We use first person (we, us) and second person (you) to speak directly to users.
Write as if you’re having a conversation. Speak to people, not at them.
Do
Let us know if you're having trouble.
Do not
Applicants having difficulties should contact Service NSW.
Inclusive language
Discrimination-neutral
We use language that avoids prejudice, stereotypes and discrimination.
Mention personal characteristics only when they are directly relevant.
Carefully consider language related to:
- gender and gender identity
- sexual orientation
- marital status
- language, culture, race and ethnicity
- immigration status
- age
- disability
- mental health
- socioeconomic status
- personal appearance.
Do
If you have a trained assistance animal, you're legally entitled to take your animal with you on NSW public transport.
Do not
Blind and/or handicapped people who rely on assistance animals can take their animal with them on NSW public transport.
Gender-neutral
Use gender-neutral language. This avoids making assumptions about gender.
Do
them, their, theirs, they're
police officer
firefighter
chair
Do not
him, her, his, hers, he, she
policewoman
fireman
chairman
Device-neutral
Users read our content on many devices.
Use verbs that work across desktops, mobiles and screen readers.
Do
Select the 'Next' button.
Do not
Click the 'Next' button.