Use an approachable and friendly tone. Don't use unnecessarily big words or unnecessarily technical words. You want to maintain trust with the reader and empower them to use our resources for self-help.
Plain language is easier to scan and understand. Avoid big, multisyllabic words, a.k.a. $10 words. Use smaller and more commonly understood terms instead. Even experts and technical people prefer plain language.
For example, the word utilize is commonly spoken and written. But it means exactly the same thing as use. Use is a simple, one syllable, three letter word that everyone understands.
We don't say end utilizer. We say end user. Actually, in OIT, we just say user in our written documentation.
Words should be short. Sentences should be short. Paragraphs should be short.
- Words should be familiar.
- Sentences should be concise.
- Paragraphs should have no more than a few sentences.
- Believe it or not, one sentence paragraphs are acceptable.
Fewer syllables, higher impact.
Additional Considerations for Comms
None
Additional Considerations for Knowledge
None
Additional Considerations for Website Content
None