Guidelines

Microsoft outage

Due to the global Microsoft outage, you may experience issues when using some of our online services. This relates to services that rely on email delivery, such as account registration, password resets, authentication codes, and some online forms. Service availability may vary while external systems continue to stabilise. We apologise for any inconvenience and thank you for your understanding.

Letter: E

Rule: Email addresses

Explanation: Do not publish email addresses on the website. Instead, link to a contact form.

Letter: E

Rule: Exclamation mark (!)

Explanation: Do not use.

Letter: E

Rule: e.g.

Explanation: Do not use e.g., as screen readers often read it aloud as 'egg'. Instead, use 'for example' or 'such as'.

Letter: E

Rule: Emphasis

Explanation

To add emphasis:

start a new paragraph
include a sub-heading, with an explanation underneath
use bullet points

Letter: E

Rule: etc.

Explanation: Do not use etc. Instead, use 'for example' or 'such as' to introduce a list so you don't need to end it with etc.

Letter: F

Rule: Figurative language

Explanation: Do not use figurative language, such as metaphors, similes and idioms. Instead, be straightforward and write in plain English.

Letter: F

Rule: FAQs

Explanation: Do not use FAQs. Your content should be easy to navigate and include all information, without the need for FAQs.

Letter: F

Rule: Friendly URLs

Explanation

Use the friendly URL that goes to the landing page of the service.

If the friendly URL links directly to a page that changes or is out of date, customers don’t find the information they need.

Letter: H

Rule: Hyphens

Explanation

Use hyphens if it's grammatical, but check in a dictionary if you're not sure.

Do hyphenate:

re-e
co-ordinate
co-operate

Don't hyphenate:

email
outline
webpage
website

Letter: I

Rule: Italics

Explanation: Do not use. Italics make text smaller and difficult to read. Add emphasis using a new paragraph or a subheading.

Letter: I

Rule: I

Explanation: Do not use. Address customers personally by using 'you', rather than using rhetorical questions containing 'I'.

Letter: I

Rule: i.e.

Explanation: Do not use, as content should be clear without the need for clarification.

Letter: J

Rule: Jargon

Explanation: Avoid technical jargon. If a technical word is necessary, explain what it means.

Letter: L

Rule: Links

Explanation

Include links as part of a sentence, and make it clear where the link goes.

Select the appropriate style for the link, depending on where it links to.

Letter: L

Rule: Lists

Explanation: Use bullet points for lists.

Letter: M

Rule: Millions

Explanation: Write the full word.

Letter: M

Rule: Money

Explanation: Use the pound (£) symbol. Only include the decimal if pence is included or if the amount if part of a price list.

Letter: M

Rule: Measurements

Explanation

Use metric measurements, unless imperial is more recognised (such as, feet and inches for height and miles for distances).

Use Celsius for temperature.

Letter: M

Rule: Metaphors

Explanation: Do not use metaphors. Be straightforward and write in plain English, rather than using figurative language like metaphors.

Letter: N

Rule: Names

Explanation

Use the job title of specific officers online, rather than their names.

If you are referring to a Councillor, use Councillor Surname. For example, Councillor Smith.

Letter	Rule	Explanation
E	Email addresses	Do not publish email addresses on the website. Instead, link to a contact form.
E	Exclamation mark (!)	Do not use.
E	e.g.	Do not use e.g., as screen readers often read it aloud as 'egg'. Instead, use 'for example' or 'such as'.
E	Emphasis	To add emphasis: start a new paragraph include a sub-heading, with an explanation underneath use bullet points
E	etc.	Do not use etc. Instead, use 'for example' or 'such as' to introduce a list so you don't need to end it with etc.
F	Figurative language	Do not use figurative language, such as metaphors, similes and idioms. Instead, be straightforward and write in plain English.
F	FAQs	Do not use FAQs. Your content should be easy to navigate and include all information, without the need for FAQs.
F	Friendly URLs	Use the friendly URL that goes to the landing page of the service. If the friendly URL links directly to a page that changes or is out of date, customers don’t find the information they need.
H	Hyphens	Use hyphens if it's grammatical, but check in a dictionary if you're not sure. Do hyphenate: re-e co-ordinate co-operate Don't hyphenate: email outline webpage website
I	Italics	Do not use. Italics make text smaller and difficult to read. Add emphasis using a new paragraph or a subheading.
I	I	Do not use. Address customers personally by using 'you', rather than using rhetorical questions containing 'I'.
I	i.e.	Do not use, as content should be clear without the need for clarification.
J	Jargon	Avoid technical jargon. If a technical word is necessary, explain what it means.
L	Links	Include links as part of a sentence, and make it clear where the link goes. Select the appropriate style for the link, depending on where it links to.
L	Lists	Use bullet points for lists.
M	Millions	Write the full word.
M	Money	Use the pound (£) symbol. Only include the decimal if pence is included or if the amount if part of a price list.
M	Measurements	Use metric measurements, unless imperial is more recognised (such as, feet and inches for height and miles for distances). Use Celsius for temperature.
M	Metaphors	Do not use metaphors. Be straightforward and write in plain English, rather than using figurative language like metaphors.
N	Names	Use the job title of specific officers online, rather than their names. If you are referring to a Councillor, use Councillor Surname. For example, Councillor Smith.