Guidelines on when and how to use abbreviations, contractions, capitals and terms like 'must', 'could' and 'should'.
Abbreviations
Don't use Latin abbreviations.
- Write out 'for example' or ‘such as’ rather than using 'eg.' or ‘e.g.’
- Don't use 'ie' or 'that is'. Restructure your content instead.
- Don't use 'etc'. Be specific or use a limiter at the beginning of the phrase (‘including’ or ‘for example’).
Acronyms and initialisms
An acronym is a string of initial letters that is pronounced as a word, for example HECS.
An initialism is a string of initial letters that isn't pronounced as a word, for example CTP.
- Don’t spell out acronyms or initialisms that are well known. For example, ‘NSW’ or ‘EFTPOS’.
- Don’t use full stops in between letters.
- For less well-known acronyms and initialisms:
- Write out the word or phrase on first mention, followed by the shortened form in brackets.
- Use the shortened form for following mentions.
Example:
The NSW Government has reformed the compulsory third party (CTP) insurance scheme to reduce the costs of CTP green slips.
Capitalisation
Keep capitals to a minimum.
People read by pattern recognition – looking at the shape of the word rather than reading every individual letter. Capitals change that shape and our brains have to work harder to recognise the word. So we only use necessary capitals.
Use initial capitals for proper nouns or titles as needed. We never use all caps to spell out an address or a word.
Headings
Use an initial capital for the first word and any proper nouns.
Government
Use initial capitals when referring to a specific government and use the full name.
Use lowercase in generic instances.
Examples:
- NSW Government has announced energy rebates.
- The Ombudsman is independent of the elected government.
- Find your nearest local government preschool.
Departments and agencies
Use initial capitals when referring to a specific department or agency and lowercase in generic instances
Only refer to the department by name when it’s necessary to be clear about which part of NSW Government is communicating the information
Examples:
- The first mention on an agency page – ‘Department of Customer Service’.
- After the first mention on an agency page – ‘we’ or ‘the department’.
- ‘Contact the Department of Customer Service’ as a page title.
- ‘Contact us’ as a subheading on a page.
Product names
Names of government products should be lower case and common usage.
Examples:
- driver licence
- boat licence
- photo card
- unregistered vehicle permit.
The only exception is when the full formal title needs to be used, such as on a legal document or on first use in a section of content.
For example, you would use the term ‘NSW Photo Card’:
- on an application form
- at the beginning of a section of web content. (But you would use the generic, non-capitalised term 'photo card' every time after that.)
Job titles
We do not capitalise job titles unless we’re talking about a specific individual.
Examples:
- 'Our boating safety officers conduct the audit across private and commercial moorings.'
- ‘Chief Executive of Homes NSW, Rebecca Pinkstone’.
Contractions
Use simple contractions to create a conversational tone.
Examples:
- you'll
- we'll
- we've
- you're
- you'll
- it's.
Don't use complex or potentially confusing contractions such as ‘should’ve’.
Using must, must not, should, should not, cannot and don't
Rules that are legal requirements are identified by the use of the words ‘must’ and ‘must not’.
-
Use ‘must’ when someone has to do something to follow a law or rule.
Examples:
- You must submit your application by 30 September 2025.
- You must comply with any directions given by a boating safety officer in relation to the special event.
- In NSW you must wear a mask when visiting high-risk settings such as hospitals and aged care.
-
Use ‘must not’ when someone is not permitted to do something by law or because of a rule.
Examples:
- You must not refuse a blood alcohol test.
- If your request is of a ‘minor nature’ the landlord must not unreasonably withhold consent.
- As an employee of the NSW Police Force, you must not make improper use of your position.
-
When referring to safety messages or recommendations, use advisory wording such as ‘should’ or’ should not’ or ‘do’ or ‘do not’
Examples:
- Children older than 7 years should use an approved booster seat or an anchored safety harness if they are too small to be properly secured by a seatbelt.
- Sometimes bicycle riders can travel as fast or faster than a car, particularly in slow-moving traffic. Never underestimate their speed and do not cut them off by moving in front of them.
-
Use ‘can’ when someone is permitted to do something by law
Examples:
- You can drive to a maximum of 100 km/h.
- You can carry more than one passenger.
- If a suitable child restraint is not available, a child can sit on the lap of another passenger.
-
Use ‘cannot’ to show inability.
For example, 'A doctor can issue a certificate to say you cannot wear a seatbelt'.
Using can and could
When writing about possibility, you can use ‘can’, ‘could’ and ‘may’, but they are not interchangeable.
‘Can’ expresses a general truth or known fact, or a strong possibility.
For example, 'You can be fined for littering'.
‘Could' and 'may' do not express a general truth. They only express a weak possibility.
Need any more help?
If you have any questions, or require assistance with anything mentioned on this article, submit a request via the webform.