General guidance

Your articles should always have three main characteristics: Confident, Helpful and Human. These pillars hold up the rest of your content and act as our voice for our readers.

Confident

Your tone gives confidence that we know what we’re talking about, and the content is going to help answer the query.

✅ Do	❌ Don't
You’ll see the error is now clear and you can open the menu.	The error should be clear, and you should be able to open the menu. If it isn’t, raise a case with us.

Helpful

You put the audience first and write with a clear understanding of the reader’s needs. Your content anticipates obvious questions and provides clear explanations.

✅ Do	❌ Don't
You can set up an external email, allowing you to export your report automatically.	Set up an email in the settings.
Selecting this checkbox skips the process this time.	Decide if you need to select the checkbox.

Human

Your content uses plain, concise and active language, and doesn’t use technical jargon where simple is sufficient.

✅ Do	❌ Don't
Click File, then click Print.	You need to click Print; that’s in the toolbar at the top of the screen in the File menu.
You can run the export report.	The export report shows you all the information on what’s been exported.
If you’re shipping limited quantities, you may not need a Dangerous Good Note (DGN).	It’s LQ, so you might not need a DGN.

Article titles

Your titles should clearly indicate the content of your article immediately.

Rule	✅ Do	❌ Don't
Always use sentence case.	Create a new user	Create a New User
Always write from the customer’s point of view, not the solution.	Error: ‘Missing path’	Clear your browser cache
Are only one line long.	Create a client record	Create a new client record for adding assets and finances
Don’t start ‘How to’ or ‘To’.	Add address details	How to add address details
Don’t start with ‘-ing’ verbs.	Print a manifest	Printing a manifest
Titles should include context.	Create a journal	Journal

Exceptions

If you’re directly referring to UI elements, you need to match capitalisation and present participle. For example, Invoicing and payments function overview

Article descriptions

Descriptions give a way for readers to refine their search and expand a further on the title. They’re designed to give the reader a chance to check the content without having to open and read each article in turn.

Rule	✅ Do	❌ Don't
Always use sentence case.	Steps to add and configure a new user record.	Steps to Add and Configure a New User Record.
Always write from the customer’s point of view, not the solution.	What to do if you see a missing path error when opening a client record.	Clear your browser cache.
Don’t replicate the title exactly.	How to create a client record and add key contact information.	Create a client record.

Article body

Your article layout and content may differ depending on the type of article you’re writing, however there are universal rules that apply to all articles.

Article-specific guidelines

Article introductions

You must include an introduction that explains what the article is going to help with and any specific conditions or permissions that the reader requires. Don't use meta-references like 'In this article' or 'We explain'.

✅ Do	❌ Don't
The payroll export function allows you to download your monthly payroll in an Excel file. You’ll need administrator permissions to do this.	To export your payroll...
You can see the invalid user error if you’re trying to open a part of the software that you don’t have permissions for.	Invalid user is to do with permissions.
System managers can add new users using the settings menu. You can check your permissions...	Click Settings, then click HR.
You can see an employee's holiday entitlement using the absence feature.	In this article, we explain how you can view an employee's holiday entitlement.

Language

We write in an active tone, with friendly, clear and concise language. We want to avoid technical jargon and explain any that we need to use.

Rule	Description	✅ Do	❌ Don't
Access Digital Assistant	Use when referring to the anything in the Intercom messenger.	Find answers in your Access Digital Assistant.	Find answers in Intercom.
	Capitalise the name.	Ask a question in the Access Digital Assistant.	Ask a question in the digital assistant.
	Don’t include the product.	Open the Access Digital Assistant.	Open the PeopleXD Digital Assistant.
Acronyms and abbreviations	Always write in full the first time you use it followed by the abbreviation in brackets.	Use Statutory Maternity Pay (SMP).	Use SMP.
Date format	Always write the month in full.	Thursday 25 December 2025.	Thursday 25 Dec 2025.
	Don’t use st or th when writing the date.	Wednesday 1 January 2025.	Wednesday 1st January 2025.
	When writing example of what to enter in the software, use the numeric value.	14/02/2025	14 February 25
Grammar	Don’t incorrectly mix singular and plurals.	You can import multiple documents.	You can import multiple document.
	Don’t miss out words.	You can print the report.	You can print report.
	Don’t mix then tense of a verb.	You didn’t submit online.	You didn’t submitted online.
	Don’t repeat the same word.	You can open the file.	You can open open the file.
Navigation	Use the appropriate navigation verbs.	See Navigation Verbs section.	Use phrases like “Navigate to”
Numbers	If one item needs numerals, use numerals for all other items of that type.	You’ll see 5 options and 15 checkboxes.	You’ll see five options and 15 checkboxes.
	Spell out numbers zero to nine in body text, unless you’re referring to a product feature or module that uses a numerical value.	This update brings you nine new features.	This update brings you 9 new features.
	When two numbers refer to different things but must appear together, use a numeral for one and spell out the other.	This prints fifteen 10-page articles.	This prints 15 10-page articles.
Tautology	Avoid words in sentences that mean the same thing.	Re-enter the information.	Re-enter the information again.

Navigation verbs

When you’re writing out steps, ensure you use the appropriate navigation verbs. This gives us consistency with other content across all our products.

Verb	Description	✅ Do	❌ Don't
Access	Avoid when you can, it can sound too similar to the company’s name. Use Click, Open or similar instead.	Click File, then click Print.	Access File, then click Print.
Clear	Use for clearing a checkbox.	Clear the Don’t show me again checkbox.	Un-tick the Don’t show me again checkbox.
Click	Use for commands, command buttons, and option buttons. Use when you have hybrids between PC-based and touch-based systems.	Click Save then click Close.	Click or tap Save then click or tap Close.
Close	Use for apps, programs, files, folders, and dialog or notification boxes.	Close the warning message, then click Save.	Click off the warning message, then click Save.
Go to	Use for websites and web-based SaaS applications.	Go to your My Access Portal>	Open your My Access Portal website.
Navigate to	Don’t use this as a short-cut. Write the actual steps on getting to the area.	Click Settings, then click Personal.	Navigate to Personal.
Open	Use for apps, programs, files, and folders.	Open your Downloads folder.	Click into your Downloads folder.
Select	Use to select a checkbox, radio button, and items from a list.	Select the Remember me checkbox. Select the required checkboxes.	Tick the Remember me checkbox. Choose the required checkboxes.
Tap	Use for touch-based applications such as a mobile or tablet app.	Tap Settings then tap Notifications.	Hit Settings, then press Notifications.
Turn on or turn off	Use for toggle options.	To receive notifications, turn on the Allow notifications toggle.	To receive notifications, click the Allow notifications toggle on.
Press	Use when referencing keyboard keys	Press Enter, then press Escape.	Hit Enter, then tap Escape.

Punctuation and grammar

Your content should have correct punctuation and grammar throughout.

Rule	Description	✅ Do	❌ Don't
Ampersand	Don’t use to replace the word and.	Health and safety.	Health & safety.
Brackets or Parentheses	Do not use to give additional or alternative explanations.	Click Edit or Add, whichever is appropriate.	Click Edit (unless you’re adding, in which case add).
	Don’t use to indicate plural options.	Edit your employees in the settings menu.	Edit your employee(s) in the settings menu.
Capitalisation	Capitalise the first word after a colon in a note, tip, important, or warning.	📌 Note: You’ll need admin permissions.	📌 Note: you’ll need admin permissions.
	When directly referencing the UI, you must match it for case.	Click Add employee, then click Next.	Click add employee, then click Next.
	When not directly referencing the UI, use normal sentence case.	Enter your customer information.	Enter your Customer information.
Dash, em dash, and hyphens	Don't replace standard punctuation like commas, colons, or full stops.	Create the user, then give them admin rights.	Create the user - give them admin rights.
	Don't use them in lists.	User: Standard role. Admin: Can also...	User - Standard role. Admin - Can also...
Full stops or periods	Sentences must end with full stops.	Click File then click Print.	Click File then click Print
Greater than symbol	Don’t use to replace navigation words.	Click Employee, then click Absence.	Employee > Absence.
Quotes	Don’t use double or single quotes for emphasis or for UI interactions.	After updating your settings, wait for the ‘Settings updated’ message before moving on.	After updating your ‘settings’, wait for the “Settings updated” message before moving on.
	Use single quotes when quoting a system message.	You'll see a message titled 'User undefined'.	You'll see a message titled user undefined.
Slashes	Don’t use a slash to indicate multiple options, just use written words.	You can set permissions in the Add and Edit menus.	You can set permissions in the Add and/or Edit menus.
Square brackets	Use to substitute variable information.	Error: Unable to find [file name].	Error: Unable to find the name of your file.

Exceptions

You don’t need to finish your sentence with a full stop when:

You’re finishing it with other punctuation.
You’re finishing the sentence with an emoji.
You’re finishing it with a file extension name like file.exe

Breaking up information

Your content should be presented in a logical, easy to follow, and readable manner.

Sections

Sections allow you to break up content in a logical way.

Each section starts with a main header using Heading 1 and finishes with a line break and divider line. You can create sub-sections under a main header using Heading 2 to Heading 4, however these don’t use divider lines.

Example

Add the print options (Heading 1)

Before you start, ensure you have the margin measurements and paper weight.

Home printers (Heading 2)

If you have a home printer, follow these steps…

Industrial printers (Heading 2)

If you have an industrial printer…

----------------------------------------------------

Rule	✅ Do	❌ Don't
Always use sentence case.	Create a new user	Create a New User
Don't have 'How to' or 'To' headings.	Add address details	How to add address details
Don't have headings of more than a line.	Create a client record	Create a new client record for adding assets and finances
Don't start headings with '-ing' verbs.	Print a manifest	Printing a manifest

Exceptions

You can use capital letters in your headings if you’re directly referencing the UI.

For example – Update the Headings tab

You don’t need an additional heading or dividers if your article only has one section as the title covers it.

Bullet lists

You can use bullet points when you need to present a short list of items with no specific order.

Rule	✅ Do	❌ Don't
Capitalise the first word of each point.	Red. Yellow. Blue.	Red. yellow. blue.
Each point must finish with a full stop.	Cars. Boats. Trains.	Cars Boats Trains

Numbered lists

Use numbered points when you need to present a process that must be followed in order.

Rule	✅ Do	❌ Don't
Capitalise the first word in each step.	Click New file, then select the document you need. Click Save, then click Close.	click New file, then select the document you need. click Save, then click Close.
Each point must finish with a full stop.	Click Reports then click Data.	Click Reports then click Data
If there's only a single step, use a bullet point.	Click Data, then click Print.	Click Data, then click Print.
Use Callouts to highlight key information impacted by performing the step or steps.	See the Callouts section.

Tables

Use tables when you have a lot of information or options to present.

Example

Field	Description
Start date	The date the periods are to begin from.
Interval	The unit of time between periods.
Interval count	How many intervals each period has.

Rule	✅ Do	❌ Don't
Headers must be highlighted in grey.
Headers must use Heading 3 text format.
You must have a header row or column.

Text formatting

Text formatting gives you extra tools to emphasise key information or link the reader to further information.

Rule	Description	✅ Do	❌ Don't
Bold	Use to highlight UI elements you interact with such as button, checkbox or radio button labels.	Click the Accept button, then click Update.	Click the Accept button then click Update.
	Use to indicate when someone needs to type something exactly.	Insert your CD, then type D:\Setup.exe	Insert your CD, then type D:\Setup.exe
	Only use bold inside steps.	Change permissions in the settings menu following these steps.	Change permissions in the settings menu following these steps.
Emojis	Don’t use for serious problems.	This error indicates a critical issue with your base data and needs investigation.	This error indicates a critical issue with your base data and needs investigation 😆
	Only use approved emojis. 🤓👈👉👆👇 ⚙️👀💡🪲🔃 ✅🔎🏆🎯🚀 ⭐✨⚠️🛠️⌛	You can add details to your tips for success🏆	You can add details to your tips for success 📋🤜🤛🤘
Fonts	Only use the default font.	You can open the file using the explorer menu.
Links and URLs	Don’t include punctuation in the hyperlink.	You can see a full list in our roles article.	You can see a full list in our roles article.
	Don’t use ‘click here’ or ‘here’.	Find more information in our help centre.	Find more information in our help centre here.
	Keep hyperlinked text to less than four words.	You can see more information in our requests article.	You can see more information in our requests article.
White space	Don’t leave extra space at the end of your article.	This is the end of the article. ------------	This is the end of the article. ------------

Exceptions

There are a few instances where you would use bold outside of steps.

When introducing callouts.
When introducing Access Button.
When there's options and further information in a bullet list. For example:
- Standard user: Can view their certificates and complete training.
- Admin user: In addition, can assign content and view reports.
- Super users: In addition, can create content and view all team progress.

Callouts

Callouts are used to emphasise additional or important information for the reader.

⚠️ Important: Don't overuse callouts or the message becomes lost.

Rule	✅ Do	❌ Don't
Always use the appropriate emoji before the text.	📌Note: You may see extra options if you’ve set this previously.	📋 Note: You may see extra options if you’ve set this previously.
Always use the format: emoji, word, then colon.	🤓 Tip: You can also see this in green.	🤓 Tip You can also see this in green.
Capitalise the first word after the colon	⚠️ Warning: You can’t retrieve the data after deletion.	⚠️ Warning: you can’t retrieve the data after deletion.
Use bullets when detailing multiple points relating to the same callout type
Use Important for information that if you don’t have, may cause issues.	⚠️ Important: To follow these steps, you need Administrator permissions.	⚠️ Important: You can click the speaker to turn on audio.
Use Note for additional information that's nice to have, but not essential.	📌Note: Depending on how your company requested this functionality to be set up, you can have up to six tiles.	📌Note: The file now prints.
Use Tip for extra information to help users navigate or gain confidence.	🤓Tip: You can also see this data in the Reporting tab.	🤓Tip: This can damage your configuration.
Use Warning for information that if you don't know may cause serious issues or errors.	⚠️ Warning: When you delete a user all their data is also deleted, and you can’t retrieve it.	⚠️ Warning: You can also reset your password in the settings menu.

Access products

When you’re referring to Access products, there’s a few things that you’ll need to ensure.

Access Button

Due to trademarking, there’s some very specific rules we must follow, including in internal content.

Rule	✅ Do	❌ Don't
Always add the button image.	Click Access Button	Click Access Button.
Don’t write ‘the’ in front of Access Button, even when it sounds grammatically incorrect.	Click Access Button then click Copilot.	Click the Access Button then click Copilot.
The text must be bold, even when outside of steps.	Click Access Button	Click Access Button
Use capitalisation for Access Button.	Click Access Button	Click access button

Language and formatting

When referring to Access products, there’s a few extra things you need to watch out for.

Rule	Description	✅ Do	❌ Don't
Acronyms and abbreviations	Never abbreviate Access product names.	Visits integrate from Access Care Rostering.	Visits integrate from ACR.
Capitalisation	Always capitalise Access as a company name.	Print your report in Access Collins.	Print your report in access Collins.

Images

Images can enhance an article and give clarity to the reader. Ensure you’re using images that add value to your articles and don’t overuse them.

⚠️ Warning: Ensure you don't include sensitive data in your images such as names, addresses, email or telephone numbers.

Rule	✅ Do	❌ Don't
Add alternative text to image.	You can see this in our service history page.	You can see this in our service history page.
Add images after an image description.	Click the bullet list icon.	Click the bullet list icon.
Add images for buttons without labels.	Click the Format Painter icon.	Click the Format Painter icon
Don't end a sentence with an image.	Click the email icon.	Click the email icon .
Use images to help navigate busy screens.	Click the multilevel list button.	Click the Editor icon.
Use wrap text option when embedding an image.		Click the labels icon then enter your address.

Videos

Videos can enhance an article, give an alternative media to follow, or give clarity to the reader.

⚠️ Warning: Ensure you don't include sensitive data in your images such as names, addresses, email or telephone numbers.

Rule	✅ Do	❌ Don't
Add written steps after the video in the section.	Follow along with our video guide. [video] Click Settings then select your user. Click Add then...	Follow along with our video guide. Click Settings then select your user. Click Add then... [video]
Don't add a video mid-sentence.	…you can also follow along with this video. [video]	…you can also follow along [video] with this video.
Ensure a written introduction before adding the video	Follow along with our print guide video. [video]	[video] Click File, then click Settings. Click Print.
Video is for the intended purpose.	Our video guide takes you through the reports process. [video on reports]	Our video guide takes you through the reports process. [video on user management]

Umbrella writing guidelines

General guidance

Confident

✅ Do

❌ Don't

Helpful

✅ Do

❌ Don't

Human

✅ Do

❌ Don't

Article titles

Rule

✅ Do

❌ Don't

Exceptions

Article descriptions

Article body

Article-specific guidelines

Article introductions

✅ Do

❌ Don't

Language

Rule

Description

✅ Do

❌ Don't

Navigation verbs

Verb

Description

✅ Do

❌ Don't

Punctuation and grammar

Rule

Description

✅ Do

❌ Don't

Exceptions

Breaking up information

Sections

Example

Exceptions

Bullet lists

Rule

✅ Do

❌ Don't

Numbered lists

Rule

✅ Do

❌ Don't

Tables

Example

Field

Description

Text formatting

Rule

Description

✅ Do

❌ Don't

Exceptions

Callouts

Rule

✅ Do

❌ Don't

Access products

Access Button

Rule

✅ Do

❌ Don't

Language and formatting

Rule

Description

✅ Do

❌ Don't

Images

Rule

✅ Do

❌ Don't

Videos

Rule