In-house style guides

Do your customer communications use a consistent style and tone of voice? Do they always use correct English?

An in-house style guide is like a personal dictionary for your organisation. It can help to ensure that everyone who writes uses
 a consistent approach, style and tone. 

Your customers expect clear, concise communications that are easy to understand. You need your communications to use a consistent tone of voice that reflects your brand values.  If your customers receive letters that are over-formal or full of complex terms and gobbledygook, they can feel confused and alienated. Or if they receive emails that are over-friendly or colloquial – and contain errors of grammar or punctuation – they might feel you’re unprofessional. 

A tailor-made style guide can solve these problems.

woman thinking about email

Benefits of an in-house style guide

  • Defines your organisation's writing style and tone of voice
  • Empowers your customer-facing teams to write clearly, concisely and professionally
  • Helps you to differentiate your organisation from competitors
  • Reinforces your organisation’s voice – and supports your brand identity
  • Helps you to comply with any guidelines from a regulatory body
  • Can reduce the number of consumer complaints and referrals to regulators
  • Helps new writers to understand best practice within your organisation
Need more info?

We’re here to help. Get in touch any time.

It depends on what you need. We take a look at your existing customer communications, talk to you about your challenges and objectives  and then make recommendations. Together, we decide what your in-house guide should include, for maximum benefit to your in-house writers and your customers. 

For example: Do you need a guide for the whole organisation, for one project or just for your website? Would you like it to include tips on how to plan, write and edit? Would you like a detailed A-Z to cover every possible issue? Would you like to simply list the principles of plain English and show how to apply them for your customer communications?

Yes. It’s a good idea to re-evaluate your guide every five years or so, to ensure it continues to reflect your brand values and your evolving customer relationships.

Yes. It’s a good idea to launch the project with a short training course to build buy-in and understanding.

Yes. If you think a style guide might be too detailed, we can create a quick guide. For instance, this could be a one-page guide to your writing style and tone of voice or a laminated quick guide to your punctuation style.

We’ve recently created short writing guides for several insurance companies and a legal firm.

It depends on what type of guide you need and how much work is involved. After you talk to us about your objectives etc, we can give you a quote.

No question is too big or small – we’re happy to help!

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