Voice, Attitude, and Sentence Structure

Make every word count

Users scan text to find what they are looking for. Consist and simple sentences save space and are the most effective means of conveying important ideas and actions. But don't make sentences so concise and efficient that they become abrupt and unfriendly.

Present tense

Present tense is easier to read. Simple verbs are easier to read and understand.
Preferred Incorrect
The next section describes how to perform XYZ... The next section will describe how to perform XYZ...

Active voice

Active voice emphasizes the person or thing performing the action. It's more direct than passive voice, so it's less formal, confusing, and stuffy.

See Active Voice

Second person

Second person directly addresses the user and supports a friendly tone as it connects you with the user. It also helps avoid passive voice with having emphasis on the user.

Imperative mood for procedures

Imperative mood (commands and requests) is direct and minimalistic and lends itself to instructional text.

Examples:
  • Click the Out of Office option.
  • Open the file.
  • Select the settings you want, and then click Save changes.

Inidicative mood to convey information

Indicative mood expresses information like facts and explanations.

First person isn't forbidden, but use it sparingly.

First person writing is acceptable when writing from the point of view of the user. First person can be daunting to the user, suggesting a heavy corporate presence. However, it may be preferrable to using a program name or company name. It's also preferable to the use of passive voice.
Preferred Don't Use
We recommend installing XYX first... It's recommended you install XYZ first...
Wolters Kluwer recommends you install...

Use of contractions

Contractions supports a friendly, conversational style, but they may not be appropriate for all forms of technical content.

  • Don't mix contractions and their spelled out form.
  • Don't form a contraction out of a noun + verb. Such as: Wolters Kluwer'll release or the company's developing.
  • Common contractions, like it's, you're, and don't are more acceptable than the less common (and more ambiguous) contractions like there'd, it'll, or they'll.