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Content guidelines for Help and Support

Point of view

Being conversational is a core principle. We address our audience directly and authentically to show that we're listening and on their side.
  • Refer to our company as "Thomson Reuters". Don't abbreviate to "TR".
  • Don't use the possessive form of Thomson Reuters. Use "our" or "we", or re-write the sentence.
  • In help content, don't write in first person. Focus on instructing the reader what to do and how to do it as if you were explaining it to them in person.
  • Refer to customers as "you", not "users". Use descriptive terms for people, when needed.
In general, we want help content approachable and easy to understand. Choose conversational, concise language over complex, formal phrasing.
Also recognize that readers may be frustrated or vulnerable when seeking help. We want to reduce cognitive load by making instructions simple, direct, and easy to follow.

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