📘 3. Style Guide for Writing Customer-Facing Documentation
- Empathetic
- Professional
Tone varies:
- Troubleshooting: calm, reassuring
- Quick tasks: concise
- Policies: neutral
2. General Writing Rules
- Use active voice
- Keep sentences under 20 words
- Avoid filler
- Prefer verbs
- Use contractions
3. Do / Don’t Examples
Do: ✔ “Click Save to confirm the update.” ✔ “If you don’t see the option, try refreshing the page.”
Don’t: ✘ “Users should ensure they save the settings.” ✘ “This feature may or may not appear.”
4. Formatting Rules
- Numbered steps for processes
- Bullets for lists
- Clean screenshots
- Use callouts for warnings or tips
- Code blocks for commands
5. Accessibility Requirements
- Include alt text
- Don’t rely only on color
- Use consistent headings
- Ensure high contrast