Use consistent terminology throughout the entire notice. Use the same words for the same purpose. Each paragraph should reflect the terminology of other paragraphs in the notice. Do not use different terms just for variety. Using consistent language ensures that the reader is not confused by conflicting or different terminology. When you change terminology, the reader may think you are changing topics. For example, use either “economic recovery payment” or “special stimulus payment,” but not both, in a notice. Use existing standardized language whenever possible to ensure consistency.

Be sure to write using a tone that is courteous, personal, positive, and nonthreatening, and that conveys information in a conversational way. The tone of your notice projects your attitude toward the reader. When the tone of a notice is callous or harsh, it can distract the reader from understanding the content of the notice. In addition, the tone of your notice should convey its importance without alarming the reader. If the tone is inappropriate, recipients of notices often stop reading them and contact us. See the examples below.

Sentences that use positive wording:

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  point out what the agency can do instead of what it cannot do;

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  open with the action, then add any needed apology or explanation;

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  are inviting and encourage the individual to continue reading; and

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  are easier to understand than sentences that are negative in tone.

Negative sentences can seem harsh or hostile and distract the reader from understanding the content of the notice.

See the examples below.

In active voice, the subject of the sentence performs the action. In passive voice, the person or thing that is acted on is the subject.

Write in active voice unless there is a specific reason to use passive voice. Readers understand sentences in active voice more easily and quickly because active voice aligns with how we think and process information.

See the examples below.

Omit needless and elaborate words. Unnecessary and complicated words needlessly increase the length of the notice and make it harder for the reader to follow.

See the examples below.

Terms such as “support and maintenance” and “in accordance with laws and regulations” interfere with our efforts to communicate with the public. Replace technical terms with short, common words to get your points across. Where there is no plain language alternative, explain what the term means when you first use it. When technical terms that have a specific meaning within SSA are required (for example, “reconsideration”) provide a definition or explanation.

Explain any legal points in clear, simple language. Do not use legal citations or exact wording from the laws or regulations unless the letter is going to an attorney or other legal representative, or is mandated by a court ruling. The language found in laws and regulations is often written in complex language and could be confusing to many readers.

If you plan to use a term with an abbreviation or acronym more than once in a notice, spell the term out the first time it occurs, and place the abbreviation or acronym in parentheses next to the spelled-out term; for example, Supplemental Security Income (SSI).

Do not use idiomatic language, slang, or outdated words. Using idiomatic language or slang does not make your notice more reader-friendly and is unprofessional. Avoid using outdated words such as “shall” to show readers that they need to do something.

See the examples below.

Contractions make writing more like spoken language and enhance readability. Use contractions with discretion, and only where they sound natural. For example, say “You won’t have to pay us back….” rather than “You will not have to pay us back….”

Follow these guidelines when you use the words must, may, may not, will not, cannot, should, and will in your notice:

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  Use must to indicate a requirement or obligation.

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  Use may to show permission, possibility, or choice.

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  Use may not to convey a possible prohibition.

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  Use will not or cannot to convey an absolute prohibition.

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  Use should to denote preference.

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  Use will to indicate future action.

Check to make sure you use words in the notice correctly. Tools, such as spell-check, do not always identify improperly used words.

When referring to SSA in your notices:

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  Refer to SSA as “we,” “us,” and “our.”

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  Do not capitalize the letter “a” in the word agency, even when using it to refer specifically to SSA.
  EXAMPLE: The agency’s procedures are available to the public.