Voice and Tone
How we write is as important as what we write. These guidelines help create clear, consistent, and accessible government communications.
Our Voice
The Kaharagian government voice is:
- Clear - Simple language everyone can understand
- Helpful - Focused on what users need to do
- Respectful - Treating all users with dignity
- Honest - Straightforward and transparent
- Confident - Authoritative without being bureaucratic
Writing Principles
1. Put users first
Start with what users need to know or do. Don't make them search for the important information.
Don't write:
"The Department of Internal Affairs, in accordance with section 12 of the Passports Act 2024, requires all applicants to..."
Write:
"You'll need to provide proof of your identity when you apply for a passport."
2. Use plain language
Avoid jargon, technical terms, and complex words. If you must use a technical term, explain it.
| Instead of | Use |
|---|---|
| utilise | use |
| facilitate | help |
| commence | start |
| endeavour | try |
| prior to | before |
| in order to | to |
| with regard to | about |
| in the event that | if |
3. Use active voice
Active voice is clearer and more direct than passive voice.
Passive: "Your application will be processed by our team."
Active: "Our team will process your application."
Even better: "We'll process your application within 5 working days."
4. Be specific
Give users concrete information they can act on.
Vague: "Processing may take some time."
Specific: "Processing takes 5 to 10 working days."
5. Use "you" and "we"
Address users directly as "you" and refer to the government or department as "we".
Tone by Context
Informational content
Neutral, helpful, and straightforward.
"You can renew your passport online or by post. Online applications are usually processed faster."
Error messages
Calm, helpful, and solution-focused. Never blame the user.
"Enter your date of birth in the correct format, for example 27 3 1990."
Success messages
Reassuring and clear about next steps.
"Your application has been submitted. We'll email you within 5 working days."
Warnings
Clear and urgent, but not alarming.
"Your session will expire in 5 minutes. Save your work to avoid losing your progress."
Formatting Guidelines
Numbers
- Spell out one to nine; use digits for 10 and above
- Use commas in large numbers: 1,000 not 1000
- Use $ for currency: $150, not $150.00
Dates and times
- Write dates as: 15 January 2024
- Write times as: 9am, 2:30pm (not 09:00, 14:30)
- Use "to" for ranges: Monday to Friday, 9am to 5pm
Capitalisation
- Use sentence case for headings
- Capitalise proper nouns and official names
- Don't capitalise generic terms: "the government" not "the Government"
Kaharagian Terminology
Certain terms have specific meanings in Kaharagian government communications. Using correct terminology ensures consistency and reflects our national identity.
Nationality, not Citizenship
Kaharagia emphasises nationality over citizenship. While Kaharagian nationality includes all the rights and responsibilities typically associated with citizenship, we use "nationality" as our preferred term in all official communications.
Important: The word "citizenship" should not be used in Kaharagian government services, documents, or communications.
| Do not use | Use instead |
|---|---|
| Citizenship | Nationality |
| Citizen | National |
| Citizenship certificate | Nationality certificate |
| Citizenship by descent | Nationality by descent |
| Dual citizenship | Dual nationality |
| Citizenship ceremony | Nationality ceremony |
| Proof of citizenship | Proof of nationality |
Don't write:
"You can apply for Kaharagian citizenship if you meet the eligibility requirements."
Write:
"You can petition for Kaharagian nationality if you meet the eligibility requirements."
This terminology applies to all contexts including:
- Official documents and certificates
- Government websites and digital services
- Forms and petitions
- Legal and policy documents
- Public communications and announcements
Petition, not Application
When seeking Kaharagian nationality, the process is referred to as a petition, not an application. One does not "apply" for nationality — one "petitions" for it. This reflects the formal nature of requesting to become part of the Kaharagian nation.
| Do not use | Use instead |
|---|---|
| Apply for nationality | Petition for nationality |
| Nationality application | Nationality petition |
| Application form | Petition form |
| Submit an application | Submit a petition |
| Application status | Petition status |
| Applicant | Petitioner |
| Application fee | Petition fee |
Don't write:
"Complete the nationality application form and submit it with the required documents."
Write:
"Complete the nationality petition form and submit it with the required documents."
Note: This terminology applies specifically to nationality. Other government services (passports, permits, licences) may still use "application" and "apply" as appropriate.
Accessibility in Writing
- Keep sentences short (under 25 words)
- Keep paragraphs short (2-3 sentences)
- Use headings to break up content
- Use bullet points for lists
- Write descriptive link text ("Apply for a passport" not "Click here")
Related
- Accessibility — Technical accessibility standards
- Names pattern — How to ask for names correctly
- National ID numbers — Asking for identification
- Start pages — Service introduction pages
- Typography — Font sizes and readability