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Internal Communications Style Guide

A five-page intranet style guide with sample writing standards, grammar and accessibility references, tone examples, channel guidance, role-based ownership, and a findability test. Clone it to give communication authors practical standards they can apply and maintain.

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Overview

The Internal Communications Style Guide is a five-page intranet site example for organizations that want employees and communication authors to find practical writing guidance in one place. Its Writing standards page opens with a three-part test—lead with the point, use familiar words, and make the next action visible—and a worked service update. Grammar and usage provides sample conventions for dates, times, numbers, capitalization, and acronyms, while clearly noting that these are fictional examples rather than universal rules.

Formatting and accessibility turns guidance into an ordered drafting sequence, with examples for heading hierarchy, paragraph length, descriptive links, images, and lists. Word choice and tone contrasts jargon, vague timing, and unclear ownership with more direct alternatives, including ways to communicate uncertainty without making assumptions about employees. Channels and review compares chat, email, and intranet articles; explains how to keep shared information in one canonical source; names the roles involved; and includes a small findability test employees can run.

Use this template as an orientation and reference site when authors repeatedly need the same standards, or when internal communications needs to make ownership and publishing guidance easier to find. Before launch, replace fictional Northstar Services examples, confirm role names and review responsibilities, and verify every destination. Do not treat the sample conventions as approved policy or as a substitute for specialist review. This is not a content-management workflow, legal compliance checklist, or automated approval system; it documents guidance and responsibilities rather than performing them.

Standards & compliance context

The formatting guidance supports accessibility-oriented authoring through logical heading order, descriptive links, meaningful lists, and alternative text when images convey information; validate pages against the accessibility requirements that apply to your organization.
WCAG 2.1 AA is a useful accessibility reference for employee-facing pages, but this template alone does not establish conformance or replace testing with appropriate tools and users.
The sample grammar and usage conventions are expressly fictional and do not override an approved organizational, jurisdictional, or language standard.
Confirm accessibility, privacy, employment, and other applicable requirements with qualified owners before using the guide as a formal organizational standard.

General regulatory context for orientation only — verify current requirements with counsel or the relevant agency before relying on this template for compliance.

What's inside this template

Writing standards

Write so people can act
A practical guide for employees and communication authors creating clear, consistent internal messages. Northstar Services is a fictional example for this guide. Across its sample communications, the standard is consistent: lead with the point, use familiar words, and make the reader’s next action easy to find.
The three-part test
A reader should quickly understand what happened, why it matters, and what to do next. Lead with the point. Put the update, decision, or request in the first sentence. Use familiar words. Prefer a direct verb over formal phrasing or an unexplained acronym. Make the next action visible. Say who needs to do what, and include a date only when it is confirmed. Worked example: “The service desk will close at 3 p.m. Friday. Submit routine requests by 2 p.m.; urgent issues can still be reported through the usual support channel.” The opening states the change, then gives separate actions for routine and urgent needs.
A clearer announcement
The revision puts the confirmed change and reader action first. Opening Please be advised that an adjustment to the timing of the planned system maintenance will be taking place. Scheduled system maintenance begins at 8 p.m. Thursday. Reader action It is recommended that users plan accordingly. Save your work before 8 p.m. Thursday. The service may be unavailable during maintenance. Why the revision helps The change and action are buried in formal wording. The time, expected effect, and concrete action are easy to scan.
Go to the standard you need
Choose the reference that answers your next question. How should I write dates and acronyms? Check the guide’s sample grammar and usage conventions. How do I make a message easier to navigate? Use the formatting and accessibility steps. How can I make this wording clearer and more respectful? Compare practical tone and word-choice examples. Which channel should I use, and who reviews it? Compare channel shapes and follow the publishing and review guidance.

Grammar and usage

Treat these fictional sample conventions as a consistency reference, and follow an approved local or organizational standard when one applies.

Grammar and usage
Use consistent, familiar conventions so readers can focus on the message. These are sample editorial conventions for the fictional Northstar Services guide, not a universal language rule. When a case is not covered, choose the clearest wording and use it consistently within the same communication. Follow an approved organizational or local standard when one applies.
Quick reference
Short examples of the preferred form in this sample guide. Topic Prefer Example Contractions Use natural contractions when they sound clear and professional. “We’ll share the update Friday.” Dates Spell out the month; avoid numeric-only dates. “October 9” rather than “10/9.” Time Use a.m. or p.m. with a space; add a time zone for cross-zone audiences. “3 p.m. Pacific time.” Numbers Use numerals for times, dates, percentages, and measurements; keep other choices consistent. “2 sessions” and “15 minutes.” Capitalization Capitalize proper names and official titles; use sentence case for headings. “Service desk hours this week.” Acronyms Spell out an unfamiliar term at first mention if it will recur. “Employee assistance program (EAP).”
Common usage questions
Direct answers to choices that often slow down a draft. Should I write “that” or “which”? Choose the wording that makes the sentence easiest to understand. For an essential clause, “that” is often clear: “Use the form that matches your request.” Should headings use Title Case? This sample guide uses sentence case: capitalize the first word and proper nouns. For example, “How to request equipment.” When should I use an exclamation point? Use one sparingly when it fits a genuinely celebratory message. Do not use repeated punctuation to create urgency or emphasis. How should I write a date with a weekday? Use the weekday and spell out the month: “Thursday, October 9.” Check that the weekday and date match before publishing.
Related guidance
Continue to the reference that fits the draft question. Start with the writing standard Review the three-part test and worked announcement. Check structure and accessibility Follow the steps for headings, links, images, and lists. Choose direct, respectful wording See examples for tone, assumptions, and uncertainty.

Formatting and accessibility

Make the structure easy to follow
Use semantic structure, concise paragraphs, descriptive links, and meaningful lists. Structure content so people can scan it and navigate it with different reading tools. Use headings for real topics, not just visual emphasis. Keep each paragraph focused, describe link destinations, and format a sequence as a list.
Build a readable message
Use this sequence for an announcement, instruction, or intranet article. Name the topic Use a short, descriptive heading such as “Submit travel expenses by Friday.” Lead with the key information Put the change, decision, or purpose in the first paragraph. Use a logical heading order Apply built-in heading levels in order. Do not skip levels to change appearance. Break up detail Use meaningful subheadings and short paragraphs. Use a numbered list for a genuine sequence. Make links and images understandable Write “Read the expense guide,” not “Click here.” Add alternative text when an image conveys information; mark a purely decorative image appropriately in the publishing tool. State the action plainly Say what the reader should do, and include a confirmed date or location when relevant.
Give detail a readable shape
Separating the deadline, action, and follow-up makes each easier to find. Passage The equipment request window is open this week and requests should be submitted by Friday using the request form, after which the team will review requests and contact employees about collection arrangements. Equipment requests are open this week. Submit the equipment request form by Friday. The team will contact you about collection arrangements. Link text Click here. Open the equipment request form. Why it helps Several actions and the deadline compete in one long sentence. Short sentences separate the deadline, action, and follow-up.
Run a fast accessibility scan
Before sharing Check that the structure communicates meaning, not just appearance. Headings Use a logical heading order; do not skip levels for visual effect. Links Make each link meaningful when read on its own. Images Add useful alternative text when an image communicates information. Lists Use built-in list formatting for actual lists, not symbols or spacing.
Continue with a related reference
Use the guide’s other pages when the question is about wording or channel choice. Check the core writing standard See the three-part test and worked announcement. Check dates, times, and acronyms See the sample grammar and usage conventions. Adapt content for a channel Compare message formats and review responsibilities.

Word choice and tone

Clear, respectful, and human
Be direct without sounding abrupt, and warm without burying the point. Prefer specific words over jargon. Describe uncertainty honestly: separate what is confirmed from what is still being decided. Write for employees with different roles and circumstances instead of assuming everyone has the same schedule, background, or needs.
Replace friction with clarity
Keep the meaning while making the message easier to understand. Jargon Leverage the portal to action your request. Use the portal to submit your request. Vague timing We will get back to you shortly. We will share an update when the review is complete. Unnecessarily formal Please be advised that the office will be closed. The office will be closed. Unclear ownership The form should be completed before the meeting. Please complete the form before the meeting.
Choose wording that respects the reader
Name the work or action. Avoid assumptions and labels that leave the reader guessing. Useful patterns Say who can act and what to do. “Employees who need an interpreter can request one through the event organizer.” “If you are unsure which option applies, check the instructions before submitting.” Patterns to reconsider Avoid assumptions or unexplained labels. “Everyone can attend the 6 p.m. session.” “The usual process applies.”
Tone questions
Use these checks when a phrase may land differently with different readers. Can I use humor? Use it only when the subject is low-stakes and the meaning remains clear without the joke. Avoid humor that targets a person or group, or obscures an important action. How do I communicate uncertainty? Separate what is confirmed from what is still being decided. For example: “The location is confirmed. The start time is still being finalized; we will share it when confirmed.” How can I make wording more inclusive? Use neutral group or role terms, avoid assumptions about a reader’s circumstances, and describe the task rather than labeling the person.
Related guidance
Move from wording choices to structure or publishing decisions. See the three-part writing test Start with the point, familiar words, and reader action. Format for scanning and navigation Follow the accessibility and structure steps. Choose a channel and review route See channel examples, publishing roles, and feedback guidance.

Channels and review

Keep the meaning; adapt the shape
Choose the channel for the reader’s task and distinguish broad employee updates from team working notes. Chat suits a brief, timely update; email adds context or a reply path; an intranet article supports durable, structured information. Keep the confirmed facts and required action consistent across formats. Organization-wide messages should serve the stated audience; team working drafts belong in the team’s working space unless there is a clear employee-wide need.
One update in three channels
Illustrative sample: scheduled maintenance begins at 8 p.m. Thursday; the service may be unavailable. Chat Maintenance starts at 8 p.m. Thursday. Save your work before then. A brief, timely update with one clear action. Email Subject: Thursday maintenance begins at 8 p.m. The service may be unavailable during scheduled maintenance. Save your work before 8 p.m. Thursday. A subject and enough context for a reader who may not see a chat thread. Intranet article Scheduled maintenance: Thursday, 8 p.m. The service may be unavailable during maintenance. Before it begins, save your work. Check this article for the latest confirmed details. A descriptive heading and structured detail for readers who may return to the information.
Review before sharing
A lightweight sequence for a routine employee-facing message. Name the audience and action Check who needs the message, what they need to know, and what—if anything—they should do. Verify details at their source Check program names, dates, times, links, and next steps against the authoritative source or accountable owner. Check structure and accessibility Review heading order, descriptive links, meaningful image alternatives, and readable list structure. Proofread the final version Read once for meaning and once for spelling, punctuation, and formatting. Route factual uncertainty to the relevant source owner before publishing.
Visual publishing kit
Choose an image treatment that supports the story; crop for context, not decoration. Brief service update Use a simple, informative lead image only when it helps readers recognize the topic. Keep the headline and action understandable without the image. Crop to keep the relevant service or setting visible. Avoid text baked into the image; keep essential details in the message. Use descriptive alternative text when the image adds information. Update People-centered story Use a genuine, approved image that supports the story’s subject. Identify the context in the caption or surrounding text rather than implying a stock image depicts a real employee. Keep faces and relevant context inside the crop. Do not crop a person in a way that changes the story’s meaning. Credit or attribute imagery according to the organization’s approved practice. Story Durable reference A reference page can be complete without a hero image. If an image explains a process or document, keep the key answer available as text. Use a crop that preserves the object or detail being explained. Do not rely on color, position, or image text alone to convey meaning. Use no image when it does not improve understanding. Reference
Choose the channel and the source
Keep one authoritative home for shared policies, procedures, and other durable content. Brief, time-sensitive update Chat or a short employee update State the confirmed change and immediate action; link to the authoritative reference when readers need more. Context or response needed Email Name the audience, purpose, and reply route; avoid reproducing a full policy. Information people will revisit A structured intranet article or approved reference Maintain the canonical source there, then link to it from related messages. Team coordination draft The team’s working space Keep it distinct from a published employee-facing message until the intended audience and owner are clear.
Keep one canonical source
A short message can summarize a change; it should not become a competing copy of a shared procedure or policy. For shared material, identify one authoritative home and keep its owner responsible for updates. In a related announcement, state what changed and who is affected, then link to that source when its real destination is known. Do not publish a second version that can drift out of date. Send a suspected error or outdated detail to the content owner; the owner checks the source and coordinates the correction. Review the page when its source changes, its audience or channel changes, or a reader reports a problem.
Who owns each part of the work
Maintains this guide, its navigation labels, and the employee-facing publishing standard. Internal Communications Content Owner Internal Communications Publishes approved messages in the selected channel and routes corrections to the accountable content owner. Channel Publisher Verifies facts against the authoritative policy, process, program, or service information before it is summarized. Source Owner Content-owning team Checks audience fit, clarity, structure, and consistency when a message needs editorial review. Editorial Reviewer
Try a small findability test
Test whether employees can find an answer using the words they would actually use. Ask a colleague who did not write the guide: “Where would you look to check how to write a date?” Record the exact search terms they try and the navigation route they choose; do not coach them while they search. Ask them to locate one more reference from a plain-language task, such as “How do I make an intranet article easier to navigate?” If the same task repeatedly leads to a wrong page or an unsuccessful search, revise the label or page wording, then repeat the task with another colleague. Route feedback about a page to the Internal Communications Content Owner. For a disputed fact in a message, ask the relevant Source Owner to verify it against the authoritative source.
Open the relevant reference
Use these pages for the writing, mechanics, accessibility, and tone decisions behind a draft. What should the opening and action say? Apply the three-part writing test. How should dates, times, or acronyms appear? Check the sample usage conventions. How can readers scan and navigate this? Follow the formatting and accessibility steps. Does this wording make assumptions? Review direct, respectful language examples.

How to use this template

Clone the five-page site and replace the fictional Northstar Services framing with your organization’s confirmed context and approved editorial standards.
Review each sample convention, comparison, and channel example with the relevant content or policy owner, then keep only guidance your organization has adopted.
Assign the guide owner, source-verification responsibility, publisher role, editorial review route, and correction path using roles your organization actually supports.
Check every page name, navigation label, internal link, and referenced destination, replacing sample routes with verified pages or removing unavailable destinations.
Ask a colleague unfamiliar with the guide to find a writing reference using a plain-language task, and record their search terms and navigation route without coaching.
Revise labels or page wording when the test exposes a repeated wrong turn, then repeat the task with another colleague and review guidance when its source, audience, or channel changes.

Best practices

Keep the three-part writing test near the start of the guide so authors can apply it before consulting detailed references.
Verify dates, times, program names, links, and requested actions with their accountable source before publishing a message.
Preserve one authoritative home for each shared policy or procedure, and link to it from announcements instead of copying the full content.
Use headings to name real topics, built-in list formatting for actual sequences, and link text that makes sense outside its surrounding sentence.
Mark sample conventions as examples until an authorized owner confirms they match organizational or local standards.
Separate confirmed facts from unresolved details, and avoid adding dates or promises that a source owner has not confirmed.
Keep organization-wide messages distinct from team working drafts by confirming the intended audience and publishing owner first.
Run the findability test without coaching; record actual search terms and navigation choices before changing labels.

What this template typically catches

Issues teams running this template most often surface in practice:

An announcement opens with background instead of the confirmed change or decision readers need first.

A request uses vague wording such as “plan accordingly” without stating who should do what.

An unfamiliar acronym, numeric-only date, or missing time zone makes an instruction harder to interpret.

A long paragraph combines a deadline, action, and follow-up so readers cannot scan the message.

A link says “Click here,” leaving its destination unclear when read on its own.

A message repeats a policy or procedure instead of pointing to the authoritative source, creating copies that can drift apart.

A team working draft is presented as an employee-wide update without a clear audience or accountable publisher.

Guide pages are difficult to find because labels do not match the words employees use in search.

Common use cases

Internal communications editor

An editor uses the three-part test and tone comparisons to give authors consistent, actionable feedback. The channel and review page clarifies when factual questions belong with a source owner rather than an editorial reviewer.

Department content owner

A source owner checks the facts in a service or program update before a publisher adapts it for chat, email, or an intranet article. The canonical-source guidance helps keep durable instructions in one authoritative location.

Intranet content author

An author follows the formatting sequence to structure an article with descriptive headings, meaningful lists, and clear links. The grammar reference offers sample conventions to compare against the organization’s approved standard.

Employee communications publisher

A publisher uses the channel examples and role descriptions to prepare a routine employee-facing message, verify its audience, and route corrections to the right owner. The sample content describes responsibilities but does not automate approval or publication.

Intranet site administrator

An administrator runs the included findability exercise to see whether employees can locate guidance using everyday task language. The observed search terms and navigation choices help identify labels or page wording that need revision.

Frequently asked questions

What does the Internal Communications Style Guide template include?

It includes five linked pages: writing standards, grammar and usage, formatting and accessibility, word choice and tone, and channels and review. Sample comparisons show how to revise dense, formal, or unclear wording. The publishing page also explains canonical sources, role-based responsibilities, and a small findability test.

Who should use and maintain this guide?

It is designed for employees who draft internal messages, Internal Communications reviewers and publishers, and source owners who verify facts. The sample roles distinguish responsibility for maintaining the guide, publishing a message, checking source information, and reviewing editorial quality. Replace these role descriptions with your organization’s confirmed ownership and correction route.

How often should the guide be reviewed?

The sample guidance calls for review when a source changes, the audience or channel changes, or a reader reports a problem. It does not prescribe a fixed calendar cadence. Your guide owner can add a periodic review schedule if your organization has one, while preserving event-triggered updates.

Does this template guarantee legal or regulatory compliance?

No. It provides practical accessibility-oriented writing and formatting guidance, including semantic headings, descriptive links, and meaningful alternative text. The sample conventions are explicitly fictional and not universal language rules. Have the appropriate accessibility, legal, or policy owner check requirements that apply to your organization and jurisdictions.

How should we adapt the sample grammar and usage rules?

Treat the dates, time formatting, capitalization, and other conventions as examples for the fictional Northstar Services guide, not binding rules. Replace them with approved organizational or local standards where applicable. If no standard covers a case, choose clear wording and apply it consistently within each communication.

How does the guide prevent duplicate or outdated policy information?

It recommends keeping each shared policy, procedure, or durable reference in one authoritative home. A message can summarize a confirmed change and link to that source rather than reproducing a second copy. Before publishing, verify facts and destinations with the accountable source owner; do not use sample links as live destinations without checking them.

Does the template include working integrations or automated review workflows?

No connected publishing, approval, or review workflow is shown in the supplied structure. The guide describes responsibilities and review steps as static content. Add links or integrations only through your site’s supported setup, and confirm that each destination is real and accessible before launch.

How should we roll out the guide and test whether employees can use it?

First customize the sample standards, roles, navigation, and destinations, then ask a colleague who did not write the guide to locate a reference using a plain-language task. Record the search terms and route they take without coaching. If the task repeatedly leads to the wrong page or an unsuccessful search, revise the wording or navigation label and test again with another colleague.

When is a style guide better than ad-hoc editorial feedback?

Use the guide when multiple authors need a shared reference for drafting, formatting, tone, channel choice, or review. Its worked examples and linked topic pages help answer recurring questions without relying only on one-off corrections. It does not replace expert review for sensitive messages, disputed facts, or requirements that need an accountable policy or accessibility owner.

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Rolled out to every employee at AutoZone (125,000), PetSmart (50,000+), A.S. Watson and Raley's (20,000) — and at larger retailers we are not permitted to name.

5 pages Writing standards Grammar and usage Formatting and accessibility Word choice and tone Channels and review

Writing standards Write so people can act A practical guide for employees and communication authors creating clear, consistent internal messages. Northstar Services is a fictional example for this guide. Across its sample communications, the standard is consistent: lead with the point, use familiar words, and make the reader’s next action easy to find. The three-part test A reader should quickly understand what happened, why it matters, and what to do next. Lead with the point. Put the update, decision, or request in the first sentence. Use familiar words. Prefer a direct verb over formal phrasing or an unexplained acronym. Make the next action visible. Say who needs to do what, and include a date only when it is confirmed. Worked example: “The service desk will close at 3 p.m. Friday. Submit routine requests by 2 p.m.; urgent issues can still be reported through the usual support channel.” The opening states the change, then gives separate actions for routine and urgent needs. A clearer announcement The revision puts the confirmed change and reader action first. Opening Please be advised that an adjustment to the timing of the planned system maintenance will be taking place. Scheduled system maintenance begins at 8 p.m. Thursday. Reader action It is recommended that users plan accordingly. Save your work before 8 p.m. Thursday. The service may be unavailable during maintenance. Why the revision helps The change and action are buried in formal wording. The time, expected effect, and concrete action are easy to scan. Go to the standard you need Choose the reference that answers your next question. How should I write dates and acronyms? Check the guide’s sample grammar and usage conventions. How do I make a message easier to navigate? Use the formatting and accessibility steps. How can I make this wording clearer and more respectful? Compare practical tone and word-choice examples. Which channel should I use, and who reviews it? Compare channel shapes and follow the publishing and review guidance. Grammar and usage Grammar and usage Use consistent, familiar conventions so readers can focus on the message. These are sample editorial conventions for the fictional Northstar Services guide, not a universal language rule. When a case is not covered, choose the clearest wording and use it consistently within the same communication. Follow an approved organizational or local standard when one applies. Quick reference Short examples of the preferred form in this sample guide. Topic Prefer Example Contractions Use natural contractions when they sound clear and professional. “We’ll share the update Friday.” Dates Spell out the month; avoid numeric-only dates. “October 9” rather than “10/9.” Time Use a.m. or p.m. with a space; add a time zone for cross-zone audiences. “3 p.m. Pacific time.” Numbers Use numerals for times, dates, percentages, and measurements; keep other choices consistent. “2 sessions” and “15 minutes.” Capitalization Capitalize proper names and official titles; use sentence case for headings. “Service desk hours this week.” Acronyms Spell out an unfamiliar term at first mention if it will recur. “Employee assistance program (EAP).” Common usage questions Direct answers to choices that often slow down a draft. Should I write “that” or “which”? Choose the wording that makes the sentence easiest to understand. For an essential clause, “that” is often clear: “Use the form that matches your request.” Should headings use Title Case? This sample guide uses sentence case: capitalize the first word and proper nouns. For example, “How to request equipment.” When should I use an exclamation point? Use one sparingly when it fits a genuinely celebratory message. Do not use repeated punctuation to create urgency or emphasis. How should I write a date with a weekday? Use the weekday and spell out the month: “Thursday, October 9.” Check that the weekday and date match before publishing. Related guidance Continue to the reference that fits the draft question. Start with the writing standard Review the three-part test and worked announcement. Check structure and accessibility Follow the steps for headings, links, images, and lists. Choose direct, respectful wording See examples for tone, assumptions, and uncertainty. Formatting and accessibility Make the structure easy to follow Use semantic structure, concise paragraphs, descriptive links, and meaningful lists. Structure content so people can scan it and navigate it with different reading tools. Use headings for real topics, not just visual emphasis. Keep each paragraph focused, describe link destinations, and format a sequence as a list. Build a readable message Use this sequence for an announcement, instruction, or intranet article. Name the topic Use a short, descriptive heading such as “Submit travel expenses by Friday.” Lead with the key information Put the change, decision, or purpose in the first paragraph. Use a logical heading order Apply built-in heading levels in order. Do not skip levels to change appearance. Break up detail Use meaningful subheadings and short paragraphs. Use a numbered list for a genuine sequence. Make links and images understandable Write “Read the expense guide,” not “Click here.” Add alternative text when an image conveys information; mark a purely decorative image appropriately in the publishing tool. State the action plainly Say what the reader should do, and include a confirmed date or location when relevant. Give detail a readable shape Separating the deadline, action, and follow-up makes each easier to find. Passage The equipment request window is open this week and requests should be submitted by Friday using the request form, after which the team will review requests and contact employees about collection arrangements. Equipment requests are open this week. Submit the equipment request form by Friday. The team will contact you about collection arrangements. Link text Click here. Open the equipment request form. Why it helps Several actions and the deadline compete in one long sentence. Short sentences separate the deadline, action, and follow-up. Run a fast accessibility scan Before sharing Check that the structure communicates meaning, not just appearance. Headings Use a logical heading order; do not skip levels for visual effect. Links Make each link meaningful when read on its own. Images Add useful alternative text when an image communicates information. Lists Use built-in list formatting for actual lists, not symbols or spacing. Continue with a related reference Use the guide’s other pages when the question is about wording or channel choice. Check the core writing standard See the three-part test and worked announcement. Check dates, times, and acronyms See the sample grammar and usage conventions. Adapt content for a channel Compare message formats and review responsibilities. Word choice and tone Clear, respectful, and human Be direct without sounding abrupt, and warm without burying the point. Prefer specific words over jargon. Describe uncertainty honestly: separate what is confirmed from what is still being decided. Write for employees with different roles and circumstances instead of assuming everyone has the same schedule, background, or needs. Replace friction with clarity Keep the meaning while making the message easier to understand. Jargon Leverage the portal to action your request. Use the portal to submit your request. Vague timing We will get back to you shortly. We will share an update when the review is complete. Unnecessarily formal Please be advised that the office will be closed. The office will be closed. Unclear ownership The form should be completed before the meeting. Please complete the form before the meeting. Choose wording that respects the reader Name the work or action. Avoid assumptions and labels that leave the reader guessing. Useful patterns Say who can act and what to do. “Employees who need an interpreter can request one through the event organizer.” “If you are unsure which option applies, check the instructions before submitting.” Patterns to reconsider Avoid assumptions or unexplained labels. “Everyone can attend the 6 p.m. session.” “The usual process applies.” Tone questions Use these checks when a phrase may land differently with different readers. Can I use humor? Use it only when the subject is low-stakes and the meaning remains clear without the joke. Avoid humor that targets a person or group, or obscures an important action. How do I communicate uncertainty? Separate what is confirmed from what is still being decided. For example: “The location is confirmed. The start time is still being finalized; we will share it when confirmed.” How can I make wording more inclusive? Use neutral group or role terms, avoid assumptions about a reader’s circumstances, and describe the task rather than labeling the person. Related guidance Move from wording choices to structure or publishing decisions. See the three-part writing test Start with the point, familiar words, and reader action. Format for scanning and navigation Follow the accessibility and structure steps. Choose a channel and review route See channel examples, publishing roles, and feedback guidance. Channels and review Keep the meaning; adapt the shape Choose the channel for the reader’s task and distinguish broad employee updates from team working notes. Chat suits a brief, timely update; email adds context or a reply path; an intranet article supports durable, structured information. Keep the confirmed facts and required action consistent across formats. Organization-wide messages should serve the stated audience; team working drafts belong in the team’s working space unless there is a clear employee-wide need. One update in three channels Illustrative sample: scheduled maintenance begins at 8 p.m. Thursday; the service may be unavailable. Chat Maintenance starts at 8 p.m. Thursday. Save your work before then. A brief, timely update with one clear action. Email Subject: Thursday maintenance begins at 8 p.m. The service may be unavailable during scheduled maintenance. Save your work before 8 p.m. Thursday. A subject and enough context for a reader who may not see a chat thread. Intranet article Scheduled maintenance: Thursday, 8 p.m. The service may be unavailable during maintenance. Before it begins, save your work. Check this article for the latest confirmed details. A descriptive heading and structured detail for readers who may return to the information. Review before sharing A lightweight sequence for a routine employee-facing message. Name the audience and action Check who needs the message, what they need to know, and what—if anything—they should do. Verify details at their source Check program names, dates, times, links, and next steps against the authoritative source or accountable owner. Check structure and accessibility Review heading order, descriptive links, meaningful image alternatives, and readable list structure. Proofread the final version Read once for meaning and once for spelling, punctuation, and formatting. Route factual uncertainty to the relevant source owner before publishing. Visual publishing kit Choose an image treatment that supports the story; crop for context, not decoration. Brief service update Use a simple, informative lead image only when it helps readers recognize the topic. Keep the headline and action understandable without the image. Crop to keep the relevant service or setting visible. Avoid text baked into the image; keep essential details in the message. Use descriptive alternative text when the image adds information. Update People-centered story Use a genuine, approved image that supports the story’s subject. Identify the context in the caption or surrounding text rather than implying a stock image depicts a real employee. Keep faces and relevant context inside the crop. Do not crop a person in a way that changes the story’s meaning. Credit or attribute imagery according to the organization’s approved practice. Story Durable reference A reference page can be complete without a hero image. If an image explains a process or document, keep the key answer available as text. Use a crop that preserves the object or detail being explained. Do not rely on color, position, or image text alone to convey meaning. Use no image when it does not improve understanding. Reference Choose the channel and the source Keep one authoritative home for shared policies, procedures, and other durable content. Brief, time-sensitive update Chat or a short employee update State the confirmed change and immediate action; link to the authoritative reference when readers need more. Context or response needed Email Name the audience, purpose, and reply route; avoid reproducing a full policy. Information people will revisit A structured intranet article or approved reference Maintain the canonical source there, then link to it from related messages. Team coordination draft The team’s working space Keep it distinct from a published employee-facing message until the intended audience and owner are clear. Keep one canonical source A short message can summarize a change; it should not become a competing copy of a shared procedure or policy. For shared material, identify one authoritative home and keep its owner responsible for updates. In a related announcement, state what changed and who is affected, then link to that source when its real destination is known. Do not publish a second version that can drift out of date. Send a suspected error or outdated detail to the content owner; the owner checks the source and coordinates the correction. Review the page when its source changes, its audience or channel changes, or a reader reports a problem. Who owns each part of the work Maintains this guide, its navigation labels, and the employee-facing publishing standard. Internal Communications Content Owner Internal Communications Publishes approved messages in the selected channel and routes corrections to the accountable content owner. Channel Publisher Verifies facts against the authoritative policy, process, program, or service information before it is summarized. Source Owner Content-owning team Checks audience fit, clarity, structure, and consistency when a message needs editorial review. Editorial Reviewer Try a small findability test Test whether employees can find an answer using the words they would actually use. Ask a colleague who did not write the guide: “Where would you look to check how to write a date?” Record the exact search terms they try and the navigation route they choose; do not coach them while they search. Ask them to locate one more reference from a plain-language task, such as “How do I make an intranet article easier to navigate?” If the same task repeatedly leads to a wrong page or an unsuccessful search, revise the label or page wording, then repeat the task with another colleague. Route feedback about a page to the Internal Communications Content Owner. For a disputed fact in a message, ask the relevant Source Owner to verify it against the authoritative source. Open the relevant reference Use these pages for the writing, mechanics, accessibility, and tone decisions behind a draft. What should the opening and action say? Apply the three-part writing test. How should dates, times, or acronyms appear? Check the sample usage conventions. How can readers scan and navigate this? Follow the formatting and accessibility steps. Does this wording make assumptions? Review direct, respectful language examples.