STYLE GUIDE POLICY
PREFACE
We aim to be an effective organisation. Maintaining a consistent look and feel to all our documents is
an important part of our corporate image. Our documents are the public face of our work and one of
the measures by which we are judged. It is important that all the documents we produce are written in
a clear, concise and consistent style.
PURPOSE
The purpose of this policy and the attached guide is to set standards for preparing documents for the
office.
RESPONSIBITY
The Director Corporate is responsible for the ongoing maintenance of this policy. Please contact the
Director Corporate if you have any suggestions for improving this policy.
POLICY STATEMENT
All staff are required to use and comply with the attached style guide when preparing any written
work. This will help ensure that our documents are written clearly and effectively and we provide
consistent high quality services to all our stakeholders.
OMBUDSMAN APPROVAL
Bruce Barbour
OMBUDSMAN
NSW Ombudsman policy number: 39
Policy originally created:
23 March 2004
Last reviewed / updated:
Version number:
5
Related policies:
File reference:
This policy does not supersede any other policy. OR This policy supersedes the [name of policy] created on [date].
Contents
INTRODUCTION .................................................................................................................................. 2
1.
Why do we need a style guide ................................................................................................ 2
2.
How to use this guide .............................................................................................................. 2
SECTION 1: CORPORATE VISUAL IDENTITY ............................................................................ 3
3.
Using the correct template ...................................................................................................... 3
4.
Stationery ................................................................................................................................ 3
5.
Layout specifications .............................................................................................................. 3
SECTION 2:........................................................................................................................................ 6
WRITING DOCUMENTS FOR THE NSW OMBUDSMAN ........................................................... 6
6.
The writing process ................................................................................................................. 6
7.
Referring to ourselves and others............................................................................................ 6
8.
Upper or lower case?............................................................................................................... 7
9.
Singular? ................................................................................................................................. 7
10.
Specific words and phrases we use ..................................................................................... 7
11.
Writing for a diverse audience ............................................................................................ 8
12.
Using inclusive language .................................................................................................... 8
13.
Sexist language ................................................................................................................... 8
14.
Describing people ............................................................................................................... 9
15.
Referring to legislation........................................................................................................ 9
16.
Preparing documents ......................................................................................................... 10
17.
Checklist for writing letters............................................................................................... 10
SECTION 3:...................................................................................................................................... 12
USING PLAIN ENGLISH ............................................................................................................... 12
18.
Write in a professional and positive way .......................................................................... 13
19. ................................................................................................................................................. 14
20.
Limit each paragraph to one main idea and don’t overload your sentences ..................... 15
21.
Try to use the active voice ................................................................................................ 15
22. ................................................................................................................................................. 15
23.
Use verbs instead of nouns from verbs ............................................................................. 16
SECTION 4: EDITING YOUR WRITING ...................................................................................... 17
24.
A – Z of things to check .................................................................................................... 17
APPENDIX A ................................................................................................................................... 27
Some plain English alternatives ............................................................................................................ 27
1
STYLE GUIDE
INTRODUCTION
1. Why do we need a style guide
The aim of this style guide is to promote clear and concise writing and the use of a consistent style in
all Ombudsman documents. It is, though, just what it says it is – a guide. It is not a collection of rules
and regulations, but a practical reference to help answer at least some of the questions that may arise
when you are preparing documents such as letters, reports, brochures, information sheets, discussion
papers, guidelines and manuals.
All members of staff are responsible for ensuring that Ombudsman documents conform to this guide.
It is our job to communicate clearly and effectively with a diverse group of readers and be understood
without difficulty. Good writing is not a luxury – it is an obligation. It is in nobody's interest to
confuse, annoy, alienate or exasperate your readers.
2. How to use this guide
This guide is divided into four main sections.
Section 1 provides details of our corporate visual identity which is seen in our day to day
correspondence, such as letters, reports and emails. Our aim is to create a single, consistent, and clear
visual identity that projects a professional agency.
Section 2 outlines some of the key issues you need to think about when writing documents for the
Ombudsman. It explains how we refer to ourselves and others, discusses the need for inclusive
language, specifies how to refer to legislation, and provides information about the templates we use to
prepare a range of documents.
Section 3 explains what plain English is and how to use it when you are writing your documents. It
provides a range of examples of plain English alternatives for words, phrases and sentences we
commonly use. Further examples are provided in Appendix A.
Section 4 stresses the importance of editing your document and provides an A to Z list of items to
check, from using acronyms and capital letters, and writing dates and numbers to punctuating lists,
spelling and word usage.
This guide cannot cover all the areas associated with preparing documents. Please refer to the
Commonwealth Government Style Manual for Authors, Editors and Printers (6th edition) for any
style issues that are not covered by this guide.
2
SECTION 1: CORPORATE VISUAL IDENTITY
The way in which the office presents itself to the public and to other agencies through letters, reports,
emails, brochures and other publications influence the image and opinion that people form of us.
Our aim is to create a single, consistent, and clear corporate visual identity that projects a professional
agency in our day to day correspondence, such as letters, reports and emails.
Setting and maintaining standards is essential for providing consistency to ensure that both internal
and external documents are professional.
3. Using the correct template
There are corporate templates for some of the main types of documents we write, including:

letters

facsimiles

memoranda

meeting minutes

powerpoint slide presentations

discussion/issues papers

special reports to Parliament

other reports.
They are stored in ADM/65. To use them, double click on the relevant template, complete the details
and save it as a new document. Please use these to create your documents as it will make your job
easier and ensure consistency of style across the office.
4. Stationery
Letterhead
The Ombudsman’s letterhead should be used for all official correspondence. The letterhead has our
logo on the top right hand corner with contact details directly below. Plain white paper should be used
as consecutive pages if your letter is longer than one page.
Media releases
The Ombudsman’s media release letterhead is used for communications with the media. The project
officer, community relations is responsible for media releases (media releases must be approved by
the Ombudsman).
Envelopes
Use the standard DL envelopes that are loaded into the printers for most correspondence. Use a larger
envelope if your document or report would fit more comfortably, and print out an address label rather
than addressing by hand.
Business cards
Personalised business cards can be provided to staff that need them. The order form is in ADM/65. To
request a business card, complete the template in ADM/65 and have it signed by your division
manager. Return the approved form to publications for production.
5. Layout specifications
If for any reason you find you need to create a document from scratch, you still need to keep in mind
the layout specifications of the template documents as follows:
Margins
Margins should be [2cm on all sides]
Font
The office approved font is Times New Roman 11pt which is a serif font and easy to read. Generally
speaking, this should be the font you use for all correspondence. Remember to take into account your
3
audience. Put the text in a larger if you know, or reasonably believe that the recipient of the letter has
poor eyesight or would find your letter easier to read.
Paragraph alignment
All paragraphs should be ‘left aligned’, not ‘justified.
Contact details and reference number
All outgoing correspondence should have your contact details and a reference number in the top left
hand corner of the first page. The reference number should include the context container number and
the record number, this will help you and others find the document in the future.
Contact: Amanda Bloome
Telephone: 02 9286 1000
Our reference: C/2004/1234, 2004/123456
Your reference: XX/7981
Date
The date on your letters should fall midway between the reference number and the first line of the
address block and be written day/month/year with no commas.
Address block
The address should be written without punctuation and without capitalising the suburb (if it is an
Australian address). There should be three spaces between the suburb and the state, and between the
state and the postcode.
Ms Maxine Smith
44 Bathurst Street
Menai NSW 2234
Postal addresses
Use full forms such as Street, Place, Crescent. Do not use shortened forms such as St (Street), Pl
(Place), Cres (Crescent). The only exception is PO (Post Office) when the address is a post office box
number, eg: PO Box 4, GPO Box 321.
Telephone/fax numbers
Tel: 02 9286 1072
Tel: 61 2 9286 1072
Toll Free: 1800 451 524
Mobile: 0411 345 678
Subject heading
Insert between the salutation and the first line of text of the letter. Set in bold and left align. Don’t use
‘Re ’ before the subject heading.
Forms of address
Take the time to find out the correct names and titles for the people, departments, job designations and
organisations that you are writing to or about.
General
Use the basic forms of address — Mr, Ms — where known eg Dear Ms [name].
Use Doctor, Reverend, Rabbi, Commissioner, Councillor etc where known eg Dear Dr [name].
If a female correspondent does not indicate whether she wishes to be addressed as Ms, Mrs or Miss,
she should be addressed as Ms.
If known, include awards after a person’s surname such as OBE, AM.
Always make sure you spell a person's name exactly as they do. If in doubt, ask them.
Responses to organisations are usually addressed to the individual who signed the letter or to the title
of the office bearer if the letter has not been properly signed eg The Coordinator.
Parliament
4
All members of the NSW Legislative Assembly (lower house) are referred to as MPs eg Ms [name]
MP.
Members of the NSW Legislative Council (upper house) are either referred to as The Hon [name]
MLC, or Ms [name], MLC.
Government ministers are addressed listing all of their portfolios.
The Hon A B Smith MP
Premier of NSW
Minister for the Arts
Minister for Citizenship
The salutation for all NSW Government Ministers is ‘Dear Minister’.
The salutation for the NSW Premier is ‘Dear Premier’.
Shadow ministers are addressed in the same ways as other MPs or MLCs.
Judiciary
Judges of the Supreme Court are given the title The Hon Justice [name].
Judges of the District Court are given the title The Hon Judge [name], except the Chief Judge who is
The Hon Justice [name].
The salutation for a judge is Dear Judge.
Magistrates of the Local Court have no title and are referred to as Mr/Mrs/Ms [name] LCM.
Sign off by the Ombudsman
The Ombudsman personally signs some outgoing correspondence. For bulk mail, use an electronic
signature. Make sure the Ombudsman has approved the content of your letter and agreed to have his
electronic signature used. See publications to obtain a copy of the Ombudsman’s electronic signature.
Electronic signatures must be deleted after use.
When preparing letters for the Ombudsman’s signature, the correct format is:
Yours sincerely
[five returns]
Bruce Barbour
Ombudsman
Sign off by staff
Always sign any outgoing correspondence. The correct format is:
Yours sincerely
[five returns] .
Your name
Your position title
5
SECTION 2: WRITING DOCUMENTS FOR THE NSW OMBUDSMAN
Our office does not want to be seen as a bureaucratic organisation and your writing should reflect this.
Try to make every document you prepare easy to read and use. This will encourage people to read it
and help them understand what you are saying.
The tone of your writing is also very important – what your words imply as well as what they actually
say. Avoid being too formal or using too much legal language. This is usually unnecessary and can be
very alienating to some audiences. Being overly colloquial or ‘jokey’ is also not appropriate in
professional documents.
6. The writing process
Writing is a process that involves planning, drafting and editing. Good clear writing comes from good
clear thinking about the audience, purpose and necessary content of your document – the who, the
why and the what.
Before you start writing, think about your readers and what they need to know. Then, think about the
structure of your document. Prepare an outline or plan with your key headings and content points.
Group related ideas together and put the most important points first. Organise your material in a way
that helps your readers to grasp the important information quickly and to navigate through the
document easily. Also, make sure you have the correct template for your document.
As you write, think about the content of each sentence and paragraph. Write directly to your readers in
a personal and positive way, give clear useful information, don't overload your sentences, and limit
each paragraph to one main idea.
TIP
Rather than writing:
X
It is desirable that the Ombudsman receives your acceptance in writing of these terms and conditions within 14 days.
Write instead:
√
Please write to us within 14 days to confirm that you accept these terms and conditions.
When you have finished writing, edit your document. Check the content, organisation, language and
format as well as the spelling, grammar and punctuation. Make sure you have used plain English and
consistent terms. Ask someone else to read your draft and be prepared to listen to and accept
feedback.
7. Referring to ourselves and others
Ombudsman
Our office is the NSW Ombudsman or the Ombudsman. Use the same word for both singular and
plural. We do not use the word ‘Ombudsmen’. For example, it is ‘The Ombudsman, Mr Bruce
Barbour ...’ and we hold a gathering of regional Ombudsman.
Use an organisational ‘we’ and ‘our’ to give documents a more positive and personal tone. For
example – talk about our work, the outcomes we achieved and how our staff are a talented group of
people. This also removes the need to keep repeating the Ombudsman or referring to ourselves as an
‘it’.
Government
It is the NSW Government and the Federal, not the Commonwealth, Government. When government
is used adjectivally, or when it doesn’t refer to a specific entity, use lower case. For example –
government control, state government agencies, federal legislation and local government.
Parliament
Capitalised only in full formal titles ie. Parliament House. Use generically or as an adjective, use
lower case.
Parliamentary Joint Committee
The full title is the Parliamentary Joint Committee on the Office of the Ombudsman and the Police
Integrity Commission. Our preferred abbreviation is PJC.
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8. Upper or lower case?
Use lower case for sections/divisions/positions within our office eg youth liaison officer, community
services division – except for the Aboriginal unit.
Use upper case for interdepartmental committees eg Corruption Prevention Network.
Job titles should not be capitalised, unless appearing with the person's name as part of a formal title.
Use initial capitals for states and territories of Australia. The shortened forms are NSW, Vic, Qld,
WA, SA, Tas, NT and ACT. The word ‘state’ is not capitalised when used adjectivally or when it
refers to an abstract entity eg state control, the states of South East Asia.
9. Singular?
There is a tendency in Ombudsman publications to move between the use of singular and plural by
using (s) – for example whistleblower(s), allegation(s) etc. Use the singular as it has the same
meaning. ‘Staff’ is a plural noun – for example, our staff are an energetic bunch.
Use ‘they’ as the pronoun for an agency, unless it sounds better to use 'it'. For example – ‘Every time
the complainant tried to contact the agency, they would not respond’ and ‘We asked the agency to
keep better records and they made an undertaking that they would try.’
10. Specific words and phrases we use
Organisations and agencies – agencies tend to be public, an organisation private. However use the
word organisation if talking about both public and private ones.
We oversee and monitor the way agencies providing services to children handle ‘allegations of
conduct by their employees that could be abusive to children’. This is to avoid any use of the term
‘child abuse'.
There is a conflict of interests or several conflicts of interests.
Table 1 – lists some words or phrases that we commonly use. Wherever possible, use the preferred
words and phrases on the left hand side.
Try to avoid
Word or phrase to use
Officers of the Ombudsman
our staff
Office of the Ombudsman
our office
public official, public servant, official, employee
staff (of another agency)
public authority, public bodies
agency, public sector agencies
Allegation
complaint
customer, client, consumer
complainant
local council, the Council, the Shire
council
prison, gaol
correctional centre
Prisoner
inmate
juvenile detention centre
juvenile justice centre
Prisoner
detainee
Persons
people
youth, juvenile
young person
Enquiries
inquiries
the Police Service, NSW Police
New South Wales Police Force (NSWPF)
class and kind agreement
class or kind agreement
Ministry or Minister of Police
Ministry or Minister for Police
Aboriginals, Aborigines
Aboriginal people
7
11. Writing for a diverse audience
We live and work in a diverse society and it is important that the language we use is fair, treats
everyone with respect, and matches the reality of Australia in 2011.
Discriminatory language is language that presents a view of the world that excludes or demeans
certain groups by not adequately reflecting their role, status or often their very presence in society.
It is important for us to be aware of how discrimination through language can operate intentionally
and inadvertently, the harm it can cause, and how we can try to eliminate such discrimination.
Language use is discriminatory when:

It makes people invisible – for example, the generic use of the pronoun 'he' or the noun 'man' to
refer to both men and women.

It focuses on one characteristic of a person to the exclusion of other, often more relevant ones –
for example, the writing award went to Ms Ann Bloggs who is confined to a wheelchair.

It stereotypes people – for example, 'All senior managers have wives and children to support'
assumes that all senior managers are male.

It treats people differently or singles them out – for example, five people, including one
Aboriginal, were picked up for questioning.

It denigrates or insults people – for example, they carried on in the meeting like a bunch of old
women.
12. Using inclusive language
Using inclusive language is about being sensitive to differences in gender, sexuality, race, age,
religion and mental or physical health. It is also about using positive, non-offensive images and words
and avoiding stereotypes.
When you are writing a document, choose examples or illustrations that represent the diversity of
individuals and groups in our society and show men and women of all ages in a variety of roles.
When referring to complainants – in, for example, a case study for our annual report – use a simple
description of the person rather than their name, a pseudonym or Ms A. For example, 'A young man
in a group home complained about .....' or 'A customer complained about the RTA ....'.
Don't use age, cultural background, disability, marital status, nationality, race, religion, gender or
sexuality as a description unless it is relevant. If ethnic or racial information about a person or group
is essential to the meaning of what you are writing, make sure that it is presented in a nondiscriminatory manner and respects any preferences or sensitivities of the person or group. Generally
acceptable phrases include Arabic-speaking Australians, Australians of Chilean descent, Vietnameseborn Australians and people from culturally and linguistically diverse backgrounds.
13. Sexist language
Don't use 'man' or 'men' or the pronouns he, him and his to refer to both men and women as this has
the effect of rendering women invisible in the language. If you don't know the sex of a person about
whom you are writing, try to use ‘he or she’ rather than always using the male pronoun. However this
can get repetitive if it is used a lot in a document.
This pronoun problem (he/she, his/her) can be overcome by rewriting the sentence in the plural. It is
increasingly acceptable to use their as if it were singular.
For example:

Managers are available for anyone who wants to discuss his or her progress.

Managers are available for people who want to discuss their progress.

Managers are available for any member of staff who wants to discuss their progress.
Use gender neutral terms – such as supervisor rather than foreman, and police officer rather than
policeman.
8
14. Describing people
When writing about people with disabilities that restricts their movement or function, try to focus on
the person rather than the disability. Although someone with a disability may need specialist care or
facilities, their disability or impairment is only one of their characteristics – they are individuals with
many other qualities too.
For example, refer to people with disabilities, not disabled people and a person with paraplegia, not a
paraplegic. Never use terms like 'normal' or 'able-bodied' in contrast to people with disabilities.
It is important to acknowledge the distinction between Aboriginal people and people from the Torres
Strait Islands. The phrase 'Indigenous peoples' refers to both groups.
People from some non-European cultures may write their family names first – others may have
changed the order of their names to conform to the European norm. Always check. What looks like
part of the name in some languages may in fact be the equivalent of our Mr, Mrs or Miss.
If you are not sure how to address someone from an Asian or middle eastern country, ask them or
someone from the same ethnic background.
15. Referring to legislation
Acts of Parliament
When the word ‘Act’ is used to mean a piece of legislation, it begins with a capital letter. When an
Act is first mentioned, give the full title, use italics and include the date – with no comma between the
name and the date.

Ombudsman Act 1974

Community Services (Complaints, Reviews and Monitoring) Act 1993
Put subsequent references to the Act in plain font and remove the date – for example, the Ombudsman
Act.
You can also put a shortened form in plain, non-italic text in brackets after the full title of the Act.
This shortened form can then be used afterwards without the brackets.

Community Services (Complaints, Reviews and Monitoring) Act 1993 (CS-CRAMA) – Under CSCRAMA our responsibilities include …

Government Information (Public Access) Act 2009 (GIPA Act) – Under the GIPA Act agencies
are required to …
State, Territory and Commonwealth legislation can be distinguished from NSW legislation by
including the jurisdiction in abbreviated form — in brackets in plain, non-italic text after the date.

Copyright Act 1968 (Cth)

Statute Law Revision Act 1937 (Vic)
Sections, clauses and regulations
Use section and the number for the first time you refer to a section of an Act, and then use
abbreviation which carries a full stop s.46/ss.46-47/ss.20 and 46. Same applies to clauses and
regulations cl.4, r.18. or rr.4-7.
Bills
When the word ‘Bill’ is used to mean a proposed piece of legislation, it begins with a capital letter.
The title is set in plain, non-italic text, with initial capitals and no comma between the title and the
date.

Surveillance Devices Bill 2007

Graffiti Control Bill 2008
Regulations
Regulations and other forms of delegated legislation begin with a capital letter. The title is set in plain,
non-italic text, with initial capitals and no comma between the title and the date.

Annual Reports (Departments) Regulation 2005
9

Public Health (General) Regulation 2002
Court cases and court reports
The name of the case is italicised and the year is placed in parentheses or brackets, depending on
report series.

Administrative Decisions Tribunal Panel v Director-General, Department of Commerce & Ors
[2008] NSWCA 140

Fomiatti v University of Western Sydney (No. 2) [2006] NSWADT 210
16. Preparing documents
Using the correct template
There are corporate templates for some of the main types of documents we write, including:

letters

facsimiles

memoranda

meeting minutes

powerpoint slide presentations

discussion/issues papers

special reports to Parliament

other reports.
They are stored in ADM/65. To use them, double click on the relevant template, complete the details
and save it as a new document. Please use these to create your documents as it will make your job
easier and ensure consistency of style across the office.
Letterhead
The Ombudsman’s letterhead should be used for all official correspondence. The letterhead has our
logo on the top right hand corner with contact details directly below.
Media releases
The Ombudsman’s media release letterhead is used for communications with the media. The project
officer, community relations is responsible for media releases (media releases must be approved by
the Ombudsman).
Business cards
Personalised business cards can be provided to staff that need them. The order form is in ADM/65. To
request a business card, complete the template in ADM/65 and have it signed by your division
manager. Return the approved form to publications for production.
With compliments slips
With compliments slips have the Ombudsman’s logo and address details with room to write a short
message. The slips are generally used to accompany other documents.
17. Checklist for writing letters
Before sending your letter, check:

the letter is printed on Ombudsman letterhead

the reference number is included

your contact details are included

the name, title and address are correct

Re: has not been used before the subject heading

spelling, grammar and style are correct
10

the tone of the letter is appropriate for the reader

the layout of the page is correct and not overcrowded (don’t cram too much onto the page — use
a second page if necessary)

pages are numbered

the sign off is correct

for a mailout, a contact person and phone number have been provided in the last paragraph of the
letter

any attachments are attached and properly labelled

an addressed envelope has been provided with the letter for signing.
11
SECTION 3: USING PLAIN ENGLISH
Plain English or plain language is a user-driven approach to writing. It is based on sound
communication principles about creating messages a reader will understand the first time and in the
way you intended.
Plain English is important for our office because it promotes efficient and effective communication
and presents an image of the NSW Ombudsman as a professional, progressive organisation that is
committed to customer service.
One of the most important principles of plain English is that documents are developed and written
from the reader's viewpoint. The test of success is not just that a document reads well, but whether it
communicates the message to your reader.
Plain English is about more than just words. Design is also very important. The clearest writing will
still be difficult to understand if the layout is messy or confusing, if the print is small or hard to read,
or if it is printed in a colour that doesn't stand out against the background.
Writing in plain English includes:

preparing an outline, plan, flowchart or concept diagram before you start writing

organising your ideas so they make sense to the reader

using clear, precise and straightforward language so that busy readers understand your message

designing your document so that information is easy to find.
Remember, your writing stands or falls on whether your readers quickly and clearly understand what
you are trying to say. Your aim is to communicate information to them in the most effective way – not
to try to impress them with how many four or five syllable words or long-winded phrases you know.
When you are writing your document:
•
Use words that are easily understood.
•
Remove any jargon or terms that your readers may not understand.
•
Write in the active rather than the passive voice.
•
Use short sentences.
•
Never put more than one main idea in a paragraph.
•
Edit your document when you have finished it – cut out unnecessary words and shorten long
sentences.
•
Check readability – Flesch Reading Ease score rates text on a 100-point scale; the higher the
score, the easier it is to understand the document. For most standard documents, aim for a score of
approximately 60 to 70.
•
Check your document is accurate. Is the spelling correct? Have you maintained a consistent style
and format?
There is no one formula or set of rules for writing in plain English, but the following guidelines will
remind you of things to think about as you write.
12
18. Write in a professional and positive way
Use an organisational ‘we’ and ‘our’ to give documents a more positive and personal tone.
TIPS
X
It is expected that a reduction in the number of inquiries from students will result following the publication of the
new brochures.
√
We expect to reduce the number of inquiries from students by publishing our new brochures.
X
Furthermore, two other investigations were commenced by the Ombudsman this year.
√
We also started two other investigations this year.
When you make your point in the positive your reader is more likely to accept and remember it. We
read for meaning. When the action suggested is clear and the language uncluttered it is easier to
quickly find the meaning.
TIPS
X
Staff may be unaware that the OH&S policy covers …
√
Our OH&S policy covers …
X
Receipt of the correspondence in relation to your complaint is acknowledged.
√
Thank you for the information about your complaint.
Use familiar everyday words unless this is really impossible.
Make sure the words you write are direct, unpretentious and familiar to your audience – and use just
enough words to get your message across clearly.
If you mean ‘about’ say ‘about’ – not concerning, regarding or in relation to. Use before and after
rather than prior to and subsequent to, and start and end rather than commence and terminate.
TIPS
X
Prior to the commencement of work on this project, it is required that staff peruse the instructions contained in this
guide.
√
Before starting work on this project, staff must read the instructions in this guide.
X
The power to hear appeals arising from the exercise of certain powers pursuant to the Witness Protection Act 1995
is vested in the Ombudsman.
√
The Ombudsman is responsible for hearing appeals about the exercise of certain powers under the Witness
Protection Act 1995.
Try not to use unnecessary phrases or jargon
Avoid unnecessary sentence starters such as – accordingly, in the event that, in respect of and with
regards to. They waste reader’s time and make your writing lose its impact.
Make sure you always put the most important part of the sentence or paragraph at the beginning. Long
‘lead in’ clauses push your key message further and further towards the end of the sentence.
TIPS
X
In relation to services provided to children with a disability, the most commonly raised issue with OCVs was in
regards to the implementation of individual service plans.
√
The issue most commonly raised with OCVs was implementing individual service plans for children with a
disability.
Try to avoid
Write instead
in order to, so as to, with a view to
to
until such time as
until
for the reasons that, in view of the fact that, by virtue of the
fact that, owing to the fact that
because
13
Try to avoid
Write instead
at this moment in time
now
during this period of time
during
in close proximity to
near
in respect of, with regard to, concerning the question of
about
for the purpose of
for
undertake a review
review
conduct an assessment
assess
perform an evaluation
evaluate
furnish an explanation
explain
was of the opinion that
thought
in conjunction with
with
in the event that
if
notwithstanding the fact that
even if
shorter in length
shorter
prior experience
experience
new innovation
innovation
exactly the same
the same
revert back
revert
consensus of opinion
consensus
combine together
combine
establish the location of
find
Tighten up your writing – don’t use 15 words when 10 or less would do
Make sure you get rid of inefficient expressions or grammatical clutter in your writing.
Try to avoid
Write instead
Consideration was given in the review to the adequacy of the
child protection services provided prior to the death of the
child who was the subject of the investigation.
The review considered the adequacy of the child
protection services provided before the death of the child
involved.
The stated purpose of this document is to provide a description
of the Ombudsman's records management system.
This document describes the Ombudsman's records
management system.
At the time of writing, resolution has been achieved in seven
of these matters without the necessity for an investigation to be
commenced.
Seven of these matters have been resolved without the
need for us to begin an investigation.
At the completion of the project, the division will have a
discussion about the next phase.
At the end of the project, the division will discuss the next
phase.
14
19. Limit each paragraph to one main idea and don’t overload your sentences
Long sentences are difficult to read. This is not necessarily because they have too many words, but
because they contain too much information. As readers, we process written information in short
chunks. If you pile up the ideas or clauses in a sentence, you are virtually ensuring that what you write
won’t be understood on the first reading.
Shorter simpler sentences are easier to read and are more likely to be grammatically correct.
Some sentence tips are:

Put only one main idea in a sentence and avoid run-on sentences that link ideas with commas.

Put the most important part of the sentence first – think about what you want to emphasise.

Avoid repetition – delete unnecessary words and information.

Use a straightforward active sentence structure whenever possible.
TIPS
X
The driver has issued an apology to the police officer about whom he had falsely complained, in consequence of
which the investigation by the Ombudsman has been terminated due to the aforementioned positive outcome.
√
The driver has apologised to the police officer for making a false complaint about him. Because of this positive
outcome, we have closed our investigation.
20. Try to use the active voice
The active voice places the 'doer' or agent doing the action in front of the verb. The main focus of a
sentence is on its first part, usually the subject of the sentence – eg The Ombudsman signed the
agreement this morning (active verb).
If you use a passive verb – eg The agreement was signed this morning by the Ombudsman – the
sentence sounds less direct. Readers are also inclined to ‘translate’ the sentence in their mind and
think – Oh yes, the Ombudsman signed the agreement this morning.
Using active verbs whenever possible avoids this ‘translation’ effect and helps to inject vigour and
directness into your writing. It also makes us sound less passive – as if we, as an organisation, are
actually taking some action as part of this agreement.
The active voice shows who is doing what, whereas the passive voice can often omit the person doing
the action. This can cause confusion or simply imply that things are being done without people
actually doing them.
Try to avoid
Write instead
At the completion of the review process, the introduction of
new performance measures was agreed to by managers.
At the end of the review process, managers agreed to
introduce new performance measures.
The Ombudsman's offices across Australia are represented
in Figure 1.
Figure 1 shows the Ombudsman's offices across Australia.
New guidelines have been developed by the NSWPF to
facilitate the provision of phone tap material to our office.
The NSWPF have developed new guidelines for providing us
with phone tap material.
15
21. Use verbs instead of nouns from verbs
Verbs express action and what actually happened. They are often the most important part of
sentences.
Beware of words ending in 'ion' as they are usually the verb in the noun form eg notification,
utilisation, application and identification. Using too many abstract nouns – such as consideration –
makes your writing sound vague and abstract.
Try to avoid
Write instead
The project manager has the responsibility for the creation of
the project risk register.
The project manager is responsible for creating the project
risk register.
Risk analysis involves consideration of the sources of risk
and their consequences.
Risk analysis involves considering the sources of risk and
their consequences.
The Ombudsman has a commitment to the establishment and
maintenance of effective mechanisms for feedback from its
customers.
We are committed to establishing and maintaining effective
mechanisms for feedback from our customers.
All complainants will receive written notification of the
outcome of their complaint.
We write to all complainants to notify them of the outcome
of their complaint.
16
SECTION 4: EDITING YOUR WRITING
The purpose of editing is to check for and remove any mistakes, inconsistencies or other style issues
that will irritate or confuse readers.
Grammar, for example, has a significant impact on whether we understand what we read. It is often
not so much a matter of 'rules' as making information clear. Reading something aloud will frequently
identify problems with grammar that authors otherwise don't notice.
Editing your document includes:

checking the content, organisation, language and format

checking the spelling, grammar and punctuation

checking headings, references, tables and figures

making sure you have written in plain English

asking someone else to read your draft

being prepared to listen to and accept feedback.
22. A – Z of things to check
Acronyms and abbreviations
Acronyms and abbreviations are shortened forms of words and phrases.
Always write the word in full the first time it is used with the acronym in brackets afterwards – for
example, the Police Integrity Commission (PIC). Then, just use the acronym for the rest of that
section of the document.
Don't use full stops between the letters of acronyms and abbreviations eg NSW, CPI, Pty Ltd.
Plurals are formed by adding s without an apostrophe eg CEOs, PCs, DVDs.
Ampersand
Use ‘and’ rather than the ampersand (&) – unless it is part of an organisation’s name or a recognised
abbreviation such as R&D or OH&S.
Apostrophes
You use an apostrophe to:
Show possession eg The Ombudsman’s corporate plan, the manager’s desk. Put the apostrophe after
the s in plural nouns eg the six employees' desks. If the word already has an ‘s’ at the end of it in its
singular form, you need to add an apostrophe and an ‘s’ as you would for any singular word eg
Thomas’s book.
Show that letters have been left out in a contraction – eg don’t, we’ll, couldn’t and it’s (short for it is).
Its (no apostrophe) is the possessive of the pronoun it – eg The council upgraded its carpark.
It's is the short form of it is – eg It's getting late.
Avoid apostrophes:

in non-possessive plurals eg in the 1990s, PCs, FAQs, NGOs

when the sense of the noun is more descriptive than possessive eg senior citizens centre, drivers
licence, childrens services.
Archaic words
Avoid archaic words such as herein, forthwith and aforementioned.
Automatic numbering
Automatic numbering helps give consistency to a document allowing changes to be made. This
function is located under Format, Bullets and Numbering or you can use the Styles and Formatting or
automatic formatting buttons on your toolbar.
Bold
17
Use bold for headings.
Don’t use bold for emphasis. It interrupts the flow of reading and makes the reader focus on words out
of context.
Brackets
Use round brackets to enclose acronyms.

New South Wales Police Force (NSWPF)
Use square brackets when quoting from another document to enclose any additional words or phrases
that were not written by the author.

It was reported that more rain had fallen in Tamworth over the past 24 hours than in the last
[year].
Try not to use brackets within sentences, except for shortened terms. Either include the information in
the sentence or start a new sentence if it is important, leave it out if it isn’t important, or use an em
rule.
Capital letters
Sentences start with a capital letter. Use capitals sparingly as they interrupt the flow of the text and
make it harder to read. For example, Wollondilly Council has initial capitals, but 'the council' does
not.
Job titles should not be capitalised, unless appearing with the person's name as part of a formal title.
Do not use full capitals for titles, headings or blocks of text – especially in powerpoint slides – as they
are dominating and difficult to read.
Use capitals for:

personal names

names of organisations eg the Department of Local Government

formal titles of officers eg the Director General, the Commissioner of Police

modes of address eg Minister Brown, Her Majesty

countries and states

place, area, topographical and street names eg the Snowy Mountains

names of public buildings eg Town Hall

Acts of Parliament

religious faiths

trademarks and brand names

holidays, ceremonies, days of the week and months of the year

titles of publications (eg books), formal documents (eg the Treaty of Waitangi) and events (eg
National Investigations Symposium).
Do not use capitals for:

the office, this office, our office etc when referring to the Ombudsman

the word ‘report’ unless it is in a full proper title

the university/department/council etc or an agency’s branches, units or committees

the names of each of this office’s divisions (eg the general division)

ordinary titles of officers eg general manager, police officer, councillor

the names of policies eg the code of conduct.
For proper names, you may be able to use capitals the first time the name is used and afterwards use
minimal capitals.
18
Proper name
Follow with
NSW Government
the government
NSW Police
the police
Parramatta Council
the council
Department for Women
the department
Aboriginal Unit
the unit
Special Management Branch
the branch
However, we have decided to keep capitals for special titles of office even when the full title is not
used:
Proper name
Follow with
NSW Parliament
the Parliament
NSW Premier
the Premier
Commissioner of Police
Commissioner
Clichés
Avoid using clichés and phrases such as:

a question marks hangs over

conspicuous by its absence

leaves much to be desired

the bottom line

in the final analysis

moving the goalposts

level playing field

foregone conclusion

sweeping changes
Citations and references
You must reference all material you use from all sources and acknowledge your sources in the body
of your report. This establishes the authority of your work and acknowledges the researchers and
writers, superscript numbers with corresponding footnotes should be used whenever information or
ideas from sources are discussed.
Sources such as books, journals, reports, newspapers, interviews, radio, television and information
from the Internet must be acknowledged in text and detailed in footnotes.
Examples are shown below. Endnotes have the same format as footnotes.
117
Australian Law Reform and Administrative Review Council, Open Government: A review of
the Federal Freedom of Information Act 1982, 1995 ALRC 77 page 113.
118
ibid, p. 45.
Colons
Colons are used to introduce a list or a quotation.
Commas
A comma is used to denote a small break in a sentence.
19
The modern practice is to leave commas out if the meaning is quite clear without them. The key issue
is whether a comma is needed to deliver the message effectively. If you find that you are using a lot of
commas in a single sentence, think about dividing your ideas into several shorter sentences instead.
Commas have a number of uses within a sentence.
Use paired commas to mark off extra information in a sentence. If you remove the phrase between the
commas, the sentence should still make sense. Make sure you don’t leave off the second comma of
the pair.

Kerry Bloggs, Business Development Manager for XYZ Pty Ltd, is visiting our office tomorrow.
Use a single comma to mark off an introductory item.

Once the power has been turned on, you can safely operate the equipment.
Use single commas to separate items in a list.

The company supplies stationery, furniture and computers.
Use a single comma between two main sentences when a conjunction is used to join them. The
comma here signals to your reader that you have completed one idea and are then going on to a
different – but connected – idea.

The buildings seem suitable for the new workshop, but they will need extensive repairs.
Don’t use commas to mark off a clause that contains information that is essential to the meaning of
the sentence. The commas in the example below need to be removed so that the sentence means what
the author intended it to mean.

Any agency, that does not comply with the new conditions, will be in breach of contract.
Don't use commas in addresses, dates and after Dear X at the beginning of a letter or after Yours
sincerely at the end of the letter.
Currency
Amounts of money are usually expressed as numerals combined with symbols.
25c or $0.25
$87.20 $150
$7,456 $2.7m or $2.7 million
Dashes
There are three main uses for dashes – to set apart extra information in a sentence where you might
have used brackets or a semicolon, to introduce an amplification or explanation, or to signify an
abrupt change. Dashes can be a good way of splitting up a long sentence that has to include quite a lot
of information.
A longer dash (em) is used to separate information and a shorter dash (en) to link words.
However overusing them usually means you are putting too much information or too many
qualifications in one sentence.
Em rule (—)
Used to separate text, ie mark an abrupt change in direction of a sentence; provide additional or
explanatory information or isolate statements within a sentence. An em rule dash is approximately the
same length as a letter ‘m’. Put a space on either side.
eg We continue to work with the boarding house community — residents, proprietors and
intermediaries — to explain their right to make complaints and positive ways to resolve them.
En rule (–)
An en rule dash is approximately the same length as a letter ‘n’. Don’t put a space on either side.
Use an en rule to link text:
•
spans of figures, time and distance: pp. 306–311, 1999–2000 financial year, Sydney–Melbourne
train
•
an association between words that retain their separate identity: Commonwealth–State agreement,
hand–eye coordination
20
Dates
Dates should be written in day/month/year order with no commas between parts of the date.
•
31 January 2009 – not January 31, 2009 or 31st January 2009.
If you need to abbreviate a date for a table or a schedule, use 07/01/09. The important thing is to use a
consistent format within the one document.
Footnotes and Endnotes
See Citations and references.
Foreign words and phrases
Avoid using phrases such as inter alia, ad hoc, ex officio, ipso facto, sui generis and legal terms such
as habeas corpus and sub judice.
Full stops
Full stops are used to mark the end of a sentence or list, or as a decimal point. Follow a full stop with
one space, not two.
Do not use a full stop:
•
at the end of a title or heading or caption
•
at the end of index entries
•
after dates, initials or signatures
•
in abbreviations, acronyms or contractions – including ‘eg’ and 'ie'.
Headings
Headings are a useful way to 'signpost' important information in a document, particularly if it is a
lengthy letter or report. Keep headings short – they only need to be a very brief summary of what is to
come.
Try to have a consistent hierarchy of headings of different font sizes to match the level of importance
of the different sections of your document.
Headings should be in bold not underlined, should be left justified not centred, and should be in lower
case. You only need to capitalise the first letter of the first word in a heading, not the first letter of
every word – unless they are proper nouns.
Hyphens
Hyphens are used in complex and compound words. They link and separate parts of words and are
often used with prefixes to reduce confusion eg re-enter a building. Their usage varies and changes
over time – for example, we no longer use a hyphen for words such as email and coordinate.
If you are not sure whether to use a hyphen or not, look the word up in the Macquarie Dictionary. If
you find the word as one whole word – eg worldwide or multipurpose – then it doesn’t need a hyphen.
If you find it as two separate words eg car park, that’s what you use. If you find it with a hyphen eg
hand-held or in-house, use a hyphen.
Use a hyphen:

in words with a prefix or suffix: anti-intellectual, pre-eminent, ex-wife, post-1999
•
to distinguish the meaning of two words containing the same letters: re-cover (to cover again) as
opposed to recover (to revive or regain) re-sign (to sign again) as opposed to resign (to give up
membership)
•
in expressions consisting of two or more separate words: colour-blind, icy-cold, four-part series,
one-third share, 20-fold, 140-odd.
21
Hyphens
No hyphens
buy-up
anticlockwise
child-at-risk reports
cooperation
complaint-handling
coordinate
cost-effective
email
cross-jurisdictional
flexitime
cross-team
frontline
day-to-day
multidisciplinary
decision-making
ongoing
fee-for-service
prerequisite
front-line
proactive
full-time
statewide
long-term
subcommittee
non-government
substandard
out-of-home care
unequal
performance-based
website
policy-makers
wellbeing
record-keeping
workforce
short-term
up-to-date
whole-of-government
Italics
Use italics sparingly as they are not as readable as normal text. They should not be used for emphasis
or for quotations set in the text.
Italics are used in Ombudsman publications for the:

full citation of Australian Acts

citing legal cases

titles of books and similar publications

names of newspapers and periodicals.
Lists
Lists in point form can be a good clear way to present information, but you need to make sure that the
flow of the text is retained and a consistent approach is taken to structure, capitalisation and
punctuation.
Make sure each item in the list is parallel. This means that they must be in the same grammatical form
and follow directly from the sentence that introduces the list. You can check this by reading the ‘leadin’ sentence – before the colon – with each individual point.
There are two ways to punctuate a list. The first way is for short points that are not complete
sentences. This list is punctuated as a single sentence – each item starts in lower case and the only
punctuation is a full stop at the end.
Official community visitors visit services for:

people with disabilities

children and young people in out-of-home care

children and young people with a disability in out-of-home care.
22
The second way to punctuate lists is for longer points that are complete – or close to complete –
sentences.
The recommendations in our report included proposals to:

Strengthen safeguards, especially for when and in what circumstances the powers could be used.

Provide much clearer direction on when – and for how long – police can shut down liquor outlets
and seize vehicles, mobile phones and other items.

Clarify police authority to seize everyday items such as sporting equipment that could be used as
weapons during a riot.
There is no need to add ‘or’ between each point if it is a list of options or ‘and’ at the end of the
second last dot point. The indented format, the line spacing, and the clear wording of the lead-in
material are sufficient to show the relationship between the various items.
If a list only contains two points or the points are very short, re-write the whole list into a sentence.
It is sometimes necessary to have a second level list (that is, points within a list).
The three key things to do when you receive a complaint are to:
1. Check if there are any previous complaints from this person.
2. Contact the complainant to:
a. clarify the complaint
b. clarify the outcomes sought.
3.
Consider whether the complaint could be resolved without further investigation.
Measurements
Symbols for units of measurement do not use full stops and are never plural – for example, 20kg of
paper was used.
Don’t leave a space between a numeral and a symbol of measurement – such as 50g, 20mm, 95dB.
Numbers
Numbers in documents can be written as words or numerals. A general rule is that single digit
numbers – one to nine – are written in words, while double digit numbers and above – from 10 on –
are written as numerals. There is however no absolute rule. You need to be consistent, but also decide
which form is best for the readers of a particular document. Numerals are good in statistically oriented
text but words can work better in a more descriptive or narrative document.
Regardless of the type of document, there are some instances where words are always required and
others where numerals are necessary. Always use words for numbers that start a sentence but use
numerals if the number is used with a symbol of measurement, in equations or ratios, or in tables. For
example:

We received two complaints about …

This year we made 17 visits to juvenile justice centres.

Thirty employees received ….
For shortened forms put a space between ‘no’ and the figure – for example, no 19.
Use comma separators for numbers over 999 – for example, 7,532.
Never write numbers twice such as 'within seven (7) days'. It is unnecessary and time consuming and
can confuse your reader.
When writing telephone numbers, put the area code in and leave a space between groups of digits.
Don't use dots or hyphens.
02 9234 5678
0406 456 678
1800 321 456
23
Percentages
Use ‘percent’ in text with a space between the figure and the word.
Use the symbol % in tables and mathematical expressions or in text that contains a lot of percentages.
Punctuation
We use punctuation to help readers – to provide clues to the meaning of the sentence, not confuse or
distract them. A good guide is to try to punctuate only where a reader would naturally need to pause if
they were reading the document aloud. Misplaced punctuation can change the meaning of a sentence
or create ambiguity.
Remember to use only a single space after all punctuation, including full stops.
Qualifications
Titles and qualifications should not carry full stops or spaces within them. Where qualifications
appear after a name, they should be separated by a space but no comma eg BSc(Hons), PhD.
Quotations and reported speech
Quotes less than 30 words long should be set in the text using single quotation marks without italics.
If a quote is more than 30 words or two lines long, it should be set apart from the text with no
quotation marks. Use a paragraph return and a 10–15mm indent on the left (this is sometimes referred
to as a block quote). Set the quote in a smaller type size than the text (usually two points smaller) or,
if this would make the text too small to read, use italics.
Quotation marks
Use single quotation marks (‘ ’) for quotes within the text less than 30 words long and double
quotation marks (“ ”) for quotes within quotes. Don’t use quotation marks in headings.
The main use of quotation marks is to enclose the exact words of a writer or speaker. If punctuation
marks are part of what is being quoted, include these within the quotation. Otherwise, punctuation
marks remain outside the quote.
‘Yes, that is the situation’, she said.
He agreed that he was trying to add ‘an air of responsibility’ to the meeting.
He shouted, ‘Stop, thief!’, but the robber got away.
Quotation marks are also used around:

the title of articles and essays

technical terms in non-technical writing

colloquial words in formal writing.
Semicolons
A semicolon can be used to separate parts of a sentence that need a sharper break than a comma. They
are used mainly in fictional writing, not in business documents.
Shall
Use will rather than shall when talking about the future:

we will send you a receipt next week.
Use must instead of shall in its obligatory sense

the supervisor must check the safety equipment.
Shortened forms
See also acronyms and abbreviations.
The shortened form of a word or words may be an abbreviation, a contraction, an acronym or a
symbol.
24
Always write a name or term in full the first time you use it in a document, with the shortened form in
brackets afterwards. From then on, just use the shortened form. However don’t put in or create a
shortened form for a term if you are not going to mention it again in your document. For example:

Police Integrity Commission (PIC)

Member of Parliament (MP)

Freedom of information (FOI)
Most shortened words and phrases are made plural by adding s – without an apostrophe – eg DVDs,
CEOs and FAQs.
Just because the shortened form is presented in capital letters does not mean that the spelt out form
should have initial capitals. Normal capitalisation practices apply. For example, NSW becomes New
South Wales, but SOPS becomes standard operating procedures.
Slash
Use a slash:

to indicate alternatives eg yes/no, male/female

to form abbreviations eg a/c (account)

to denote a fraction eg 1/2

to express the words ‘per’ eg 60 km/hr

in dates expressed in figures eg 11/3/01.
Do not use a slash in place of an en rule dash.

Sydney–Brisbane not Sydney/Brisbane

1998–1999 not 1998/1999
Spelling
Spellcheckers are useful, but don't rely on them. They only check that the word exists, not that it's
correct in the context.
The standard dictionary to use is the latest edition of the Macquarie Dictionary as it reflects modern
Australian usage. Always ensure the spell check on your computer is set to Australian English – eg
organisation, program, minimise, optimise etc. Note that when copying in text from another document
you may also copy in a different dictionary, so please always check that is still set to Australian
English.
The first entry in the dictionary is the preferred and most commonly used spelling for that particular
word. This means that if the dictionary gives alternative spellings such as focused and focussed, use
the one that is given first. Then make sure you use this spelling consistently throughout the document.
Tables, graphs and pictures
Tables and figures should always have a title and a source. This information will be incorporated into
the graph by publications. If you have lots of tables and figures, you may wish to consider a list of
tables and figures at the beginning of the document. All graphs, pictures and photos should have a
figure title. There should also be some introductory words that explain what is in the graphic.
Time
Express in figures:

10.30am or 12 o’clock or 5pm

12 midday (noon) or 12 midnight, not 12am or 12pm
The abbreviations am and pm do not have full stops.
Verbs
Make sure the verbs in your sentences agree with their subjects.
The office is vacant – The offices are vacant.
25
The office provides a view of the park – The offices provide a view of the park.
The Ombudsman has a new office – We have a new office.
The Department of X operates from six sites – They operate from six sites.
When we write the Ombudsman we are referring to us as a single organisational entity. You therefore
need to say, for example, the Ombudsman has, is, offers or provides.
If you use an organisational ‘we’ for the Ombudsman, you are now referring to an organisation full of
people which is plural. So you need to put – for example – We have, are, offer or provide.
Vogue words
Avoid using 'vogue' words and phrases such as leading edge, take on board, moving forward,
interface, synergy, quantum leap, kickstart.
Website
The word 'website' is one word.
Write website addresses as www.ombo.nsw.gov.au.
If you are referring to specific information on a website, you should refer to the organisation, the full
website name, and the date it was accessed.
Advice obtained from Victoria’s Road Safety Strategy website:
http://www.arrivealive.vic.gov.au/c_drugs_test.html. Accessed on 10 November 2004.
Word usage
Beware of commonly confused words such as affect and effect, principal and principle, alternate and
alternative, metre and meter.
Affect and effect:

affect is usually a verb (action word) meaning to influence or to behave artificially

effect is usually a noun meaning the result
The decision will affect all staff at the agency – but – we will not know the effect of these decisions
until next year.
Advice and advise:

advice – a recommendation regarding a decision or course of action; advice is the noun form

advise – to recommend a decision or course of action; advise the verb form
The office advised the complainant to contact the agency directly. The complainant followed this
advice.
Principal and principle:

principle – a general rule or rule of behaviour

principal – first, chief or most important
Our principal reason for doing this is – but – the principle underlying this concept is etc.
In Australia, -ice words are usually nouns and -ise words are usually verbs.
I lost my builder's licence so I need to practise my computer skills.
Meter and metre:

meter measures gas, water etc.

metre is a unit of length
The pipe going to the gas meter was over a metre long.
26
APPENDIX A
SOME PLAIN ENGLISH ALTERNATIVES
Try to avoid
Write instead
accompanying
with
according to our records
our records show
adjacent to
next to
advised
told
ascertain
find out
assist
help
beneficial
helpful, useful
commence
start, begin
concerning
about
concur
agree
demonstrate
show
denote
show
discontinue
stop
dispatch, forward
send
dwelling
home
endeavour
try
enquire
ask
ensure
make sure
erroneous
wrong
facilitate
help
following
after
furnish
give, provide
generate
produce, give, make
indicate
show
persons
people
prioritise
rank
prior to
before
purchase
buy
pursuant to
under
request
ask
require
need
27
INDEX
Acronyms and abbreviations, 17
Acts of Parliament, 9, 18
Ampersand, 17
Apostrophes, 17
Archaic words, 17
Automatic numbering, 17
Bills, 9
Bold, 17
Brackets, 18
Capital letters, 18
Citations and references, 19
clauses, 9, 13, 15
Clichés, 19
Colons, 19
Commas, 19
Court cases, 10
Currency, 20
Dashes, 20
Dates, 21
discussion/issues papers, 3
Em rule, 20
En rule, 20
Endnotes, 21
facsimiles, 3
Font, 3
Footnotes, 21
Foreign words, 21
Full stops, 21
graphs, 25
Headings, 21
Hyphens, 22, See Hyphens; no hypens, See
Hyphens; no hypens
Italics, 22
Judiciary, 5
Layout, 1, 3
letters, 3
Lists, 22
Media releases, 3, 10
meeting minutes, 3
memoranda, 3
No hyphens, 22
Ombudsman, 3, 5, 6, 9, 16, 18, 22, 26
Percentages, 24
phrases, 21, See Try to avoid; word or phrase
to use
pictures, 25
powerpoint, 3
Punctuation, 24
Qualifications, 24
Quotation marks, 24
Quotations, 24
Referring to ourselves and others. See
Ombudsman
regulations, 9
Regulations, 9
Sections, 9
Semicolons, 24
Shortened forms, 24
Slash, 25
special reports to Parliament, 3
Spelling, 25
Tables, 25
template, 10
The writing process, 6
Time, 25
Verbs, 25
Vogue words, 26
Website, 26
Word usage, 26
28