Written Communication

Think of the person you are writing for

• What background information do they know about your organisation?
• Are they familiar with the technical terms your organisations uses?
• How will they read the document? Will they just skip to the section of interest to them?

Learn more:

The Official Languages (Amendment) Act 2021 was enacted in December 2021 and amends and extends the Official Languages Act 2003. This legislation sets out the duties of public bodies regarding the provision of services in Irish and the rights of the public to avail of those services.

Further Guidance on the Official Languages Acts 2003 and 2021 is available on the website of An Coimisinéir Teanga.

Alternate formats

Alternate formats are different ways of presenting information and conducting communications. Some examples of alternate formats, described in the glossary, are:

• Braille
• Described Video
• Digital Audio
• ePUB
• E-Text
• Large Print
• Video Captioning

Make text easy to read and understand

Always use the simplest and clearest language possible. Avoid technical language that members of the public may not understand. If you must use technical language, clearly explain what it means.

Use plain language

Communication is in plain language if its wording, structure, and design are so clear that the intended readers can easily find what they need, understand what they find, and use that information.

• Always use the simplest and clearest language possible.
• Avoid using technical words that may not be used by a member of the public.
• If you must use technical language, clearly explain what it means.
• Present information in a user friendly way.

Learn more

The National Adult Literacy Agency (NALA) provides plain English guidance and training, writing and design tips.

The Publications Office of the European Union provides guidance on writing clearly in Irish: Scríobh go soiléir sothuigthe.

Keep sentences short

Aim to use no more than 15 to 20 words in any sentence. Too many short sentences in a row may appear slightly aggressive to the reader. Mix sentence length. This will provide variety for the reader and sustain energy in your writing.

Break up sentences with full stops, rather than semi-colons. Use one space after a full stop to help with accessibility, particularly for readers using text-to-speech software.

Avoid Latin and French expressions

There can be confusion around abbreviations such as e.g., i.e. and etc.

Try to use the full English equivalents such as ‘for example’, ‘that is’ and ‘and so on’.

Define unfamiliar abbreviations or acronyms

Where a member of the public may be unfamiliar with an acronym, spell it out the first time it is used followed by the acronym in brackets.

For example, Pay As You Earn (PAYE).

Try to keep unfamiliar abbreviations or acronyms to a minimum.

Be consistent with terms and formats

Use the same terms and formats for the same concept throughout your document. For example, make sure you write dates and numbers consistently; don’t change from using the word ‘seven’ to writing the number ‘7’.

Use questions and answers

Questions and answers help to get information across or emphasise certain facts.

Proofread your document

It is important to proofread your document. Do this at least an hour after you have finished writing, though preferably 24-hours later. This helps you see the document with fresh eyes, making you more likely to notice mistakes. If possible, ask someone else to proofread it as well.

Use a set of terms, phrases and explanations

Create a set of terms, phrases and explanations of technical terms that everyone in your organisation uses repeatedly. This can also be applied to writing and layout standards for your written communication.

• Do you have standard explanations for technical terms that you use for people outside your organisation?
• What standard explanations for technical terms may not be understood by all members of the public?

Writing dates

Some considerations for writing dates include:

• Write dates in dd month yyyy (date month year).

          For example, 12 February 2020.

• When referring to a range of dates, use a hyphen in the middle.

          For example, 12-13 February 2020.

• Write decades in digits with just an ‘s’ at the end (no apostrophe) — for example, the 2020s.
• Do not write nd/th as part of a date.

          For example, 24 February 2020 not 24th February 2020.

• Insert a comma when including the name of the day before the date — for example, Friday, 10 February 2020.

Using hyphens and dashes

When using hyphens or dashes consider that:

• Dashes are used more like commas or colons to set off information or say this is related but a separate point. A dash is longer “—”.
• Dashes are used to extend sentences. For example, this Toolkit informs the design of 3 different forms of communication — written, spoken and signed and digital.
• Hyphens are used between closely related words. A hyphen is shorter “-”.
• Hyphens are used for certain prefixes to avoid confusion. For example, up-to-date information, 12-point text, co-ordinate and co-operate.

Writing numbers and amounts

Some considerations for writing numbers and amounts include:

• Write numbers one to nine in words and use digits for number 10 and upwards.
• If a sentence starts with a number, write the number in words, and if it is a double digit over 20, insert a hyphen between the words.

         For example, Twenty-one.

• If writing digits, group them in threes from the right, inserting a comma to separate each group.

         For example,

        Four digit numbers: 2,345

        Five or more digits: 20,999 345,345 5,456,678

• The numbers 3, 5 and 8 can be misread and, with some fonts, 0 and 6 can be confused. Choose a font that has clear numbers, such as, Tahoma or Verdana.
• When using tables, make sure the numbers and borders are not too close together.
• Use decimal points only where necessary, as they can be difficult to see.

Writing percentages

Some considerations for writing percentages includes:

• Write percentages with digits and use the percentage symbol (%).

          For example, 60%.

• Replace ‘rounded’ percentages with a fraction.

          For example, almost three-quarters (74%) of employees in the ICT sector are new to the sector.

• Treat the percentage as a singular or plural according to the subject in the sentence.

          For example, singular — 50% of paper and board produced globally ‘is’ used for packaging, or, plural — 50% of bananas produced globally ‘are’ exported to other countries.

Writing phone numbers

Some considerations for writing phone numbers includes:

• Write the area code in brackets before the local number.

          For example, (071) 66522.

• If the local number contains more than five digits, divide the digits into groups of two or three and leave a space between them.

         For example, 209 26 24.

• Divide the digits in Freephone or LoCall numbers according to how easy it is to remember them.

         For example, LoCall 1890 600 20 20.

• Use +353 if writing an international access code for an Irish telephone number.

        For example, write +353 1 800 94 000 instead of 00 353 1 800 94 000.

• Write and tag a phone number in electronic systems so it can be clicked to place a call.

Writing addresses

Some considerations for writing addresses include:

• If space allows, write an address the way it would appear on an envelope.
• If the address appears in this way as part of a sentence, include a colon before the address and put a full stop after the last line.

         For example,

         For more information, write to:

        Department of Public Expenditure,

        National Development Plan Delivery and Reform,

        Government Buildings,

        Dublin 2,

        D02 R583.

• If space is tight, put the address on one line, with a comma after each part of the address and a full stop at the end of it.

       For example,

       For more information, write to:

      Department of Public Expenditure, National Development Plan Delivery and Reform, Government Buildings, Dublin 2, D02 R53.

Written Text Checklist

• Check that your document meets all the requirements of the  Official Languages Acts 2003 and 2021.
• Use plain English.
• Keep sentences short; 15 to 20 words in each sentence.
• Avoid technical words, unfamiliar abbreviations or acronyms; also avoid French and Latin expressions.
• Be consistent with terms throughout your document.
• Have your document proofread for correct spelling and punctuation.

Dates, Numbers and Percentages Checklist

• Write dates in dd mm yyyy (date month year).
• Write the numbers one to nine in words and use digits for the number 10 and upwards.
• Write percentages with digits and the percentage sign (for example, 60%).
• Write addresses the way they would appear on an envelope.
• If a local phone number contains more than five digits, divide the digits into groups of two or three and leave a space between them.

Document Design

When designing and developing written communication, remember the importance of selecting a reasonable font size, good spacing and a clear font type. This will make your written communication easier to read by all members of the public.

Key guidance in the design of documents includes:

Use at least 12-point font size

This Toolkit recommends the use of sans serif fonts at a minimum of 12-point font size. It is recognised that some organisations use 11-point or other font sizes. Providers of written communications should be prepared to offer larger font size upon request.

Tip

Different fonts look bigger than others — the size of the ‘x’ is usually the best guide. If the size of the ‘x’ is small in the font you have chosen such as Times New Roman font, it is better to use a 14-point font.

For example,

• This is 12-point text in Tahoma.
• This is 12-point text in Verdana.
• This is 12-point text in Franklin Gothic Book.
• This is 14-point text in Times New Roman.

Use a clear familiar font

Use a clear font that people are familiar with and recognise easily. Sans serif fonts like Verdana or Helvetica work well. Font style and font size can make written communication, such as documents and logos, easier to read for members of the public.

Examples of easy and more difficult to read fonts are illustrated below:

Learn more

Easy to Read is shortened and simplified text that is supported by images. The images help to explain the text making it easier to read and understand. It is of specific benefit for people with intellectual difficulties. It may benefit younger readers and people with very low literacy levels. Inclusion Ireland provide Easy to Read publications, leaflets and guidance on how to make Easy to Read documents.

Information for all, European Standards for making information easy to read and understand.

Make important points stand out

People often scan through documents, brochures and letters, so it is useful to emphasise important information, headings or paragraphs of text.

The general guidance in emphasising important information is to:

• Avoid using BLOCK CAPITALS
• Avoid using italics
• Avoid using underlining

People recognise the shape of familiar words, rather than reading each individual letter. Setting a word in CAPITAL LETTERS, italics or underlining distorts the shape of the word, which makes it more difficult to read, particularly for people with a visual impairment.

Use bold or bigger sized font to emphasise text

To show the importance of a word or parts of your text, use a bolder type weight or bigger sized text.

However, bold text should be used for emphasis rather than being used consistently in the main body of the text.

Learn more

ISO 24509:2019 Ergonomics — Accessible design — A method for estimating minimum legible font size for people at any age provides a method for estimating minimum legible font size for single characters, but not for words or sentences, in self-luminous or reflected mode, used in documents, products labels, signs and displays.

Text should be set horizontally

Text at an angle or following a curved line can be more difficult to read. People should not have to rotate your document to read it.

Avoid splitting a word between two lines

Avoid splitting a word between the end of one line and the beginning of another as it disrupts the flow of the text. When using Microsoft Word, and similar programs, this can be controlled by turning off the hyphenate function.

Templates with accessible formatting

Some organisations may develop their own templates with embedded accessible formatting for documents such as letters, reports and lists which can also be used to produce documents which will be published online.

Headings and Sub-headings

This helps people to find information on a page. A table of contents may be generated from a heading structure.

Table of contents

A table of contents at the start of a long document helps people to navigate to the information they are particularly interested in.

To create a table of contents that’s easy to keep up-to-date in Microsoft Word or similar programs;

1. Apply heading styles. For example, apply Heading 1 and Heading 2 to the text that you want to include in the table of contents. Word finds those headings, uses them to build the table of contents, and can update the table of contents anytime you change the heading text, sequence, or level.
2. Click where you want to insert the table of contents. This is usually near the beginning of a document.
3. Click References. Then click Table of Contents and then choose an Automatic Table from the gallery of styles.

Learn more
Accessible formatting prepares a document for online use. Learn more in the Digital section of the Toolkit where you can find guidance on How to make accessible documents.

Use a consistent and logical layout

Use a consistent layout for each section to make information easier to find for the user. Use recurring features such as positioning headings, logos and page numbers in the same place in each section. This acts as a navigational aid for users. Use:

• Bullet point lists: these are used to break complex text into lists.
• Introductory paragraphs: the introduction can give a summary of the section if a section of a document is particularly long.

Use left aligned text

Avoid justified text as it can lead to large spaces of text between words. This can make sentences more difficult to read, particularly if a person uses text-to-speech software.

Limit each paragraph to one idea

It is important that you do not overload readers with information. Therefore, it is recommended that each paragraph is limited to one idea.

The following considerations are recommended for paragraph formatting:

• Leave a white space between paragraphs
• Avoid indents at the start of paragraphs.
• Avoid continuing a paragraph over a page.

Use images and graphs that are relevant to the text

An image should either support the main body of text or be accompanied by a text caption explaining its significance. Images are particularly useful for readers who have literacy, numeracy or learning difficulties or where English is not their first language.

Some key guidance when using images includes:

• Make sure the graphs or images clarify or add something to your content.
• Avoid using background images behind text. This makes text harder to read. However, where the image is even in tone, for example a blue sky, text can then be placed on the image. The key deciding factor is whether it is appropriate for your readers. Ensure good contrast between the image and the text in this scenario.
• Use images and graphs with clear edges and good colour contrast.
• Do not overlay one image over another.
• Avoid images or graphs with too much detail.
• Remember that some people may not be familiar with bar or pie charts and how they work.
• Emphasise the important facts and figures in graphs.
• Place explanatory text close by but separate to the image.

Use spacing to make your text easier to read

Good use of white space instead of a cluttered page makes your text much easier to read.

Ensure your paragraphs have enough space between them. This measurement is controlled by the “Spacing - After” option in the “Paragraph” feature in Microsoft Word. 12-point spacing between paragraphs is generally a good choice.

Ensure that lines of text within a paragraph also have sufficient spacing. This measurement is controlled by the “Line spacing” option in the “Paragraph” feature in Microsoft Word. Single line spacing between one line and the next should be the minimum in the body of your text. However, avoid line spacing of one and a half lines or more, as it is harder to read successive lines as a coherent text when they are too far apart.

Single column and double column layout

Single column layout is the preferred layout for text in a document.

Two column layout should be used sparingly. Two column text can mean there is more text on a page. It is often justified and the lines are shorter with more hyphens. This makes text harder to read.

If two columns are used, they can pose a problem for screen readers because the document’s reading order is not often clear and the content is then read in an undesirable sequence.

Two column layout should only be used when it would benefit the reader. For example, when the two columns are presenting a comparison.

If two column layout is used, check the format to ensure the correct reading order.

If you are using columns make sure the space between the columns (the gutter) clearly separates them. Where the gutter is too narrow between columns, a person with a visual impairment may read straight across from one column to the adjacent one.

Images should not break text flow

For text wrapped around an image, you should place the image on the right side of the page rather than the left. By placing the image at the right side of the page, it does not disrupt the flow of the text when the person is reading.

Do not convey information just through images

All images should support the main body of text and should be accompanied by alternative (Alt) text in the alt attribute.

Learn more

In the Digital communications part of this Toolkit find guidance on alternative (Alt) text under the heading: Use Alternative (Alt) Text to make images and media accessible.

Use colours with good contrast between text and background 

For all documents, from letters and statements to brochures and reports, it is important that you consider the colours used, specifically the colour of the text and the background. The selected colours affect how easy it is to read the information being communicated. Colour should not be used as the only visual means of conveying information, indicating an action, prompting a response, or distinguishing a visual element. 

Choose colour schemes that can be easily identified by people with all types of colour vision. 

Use a combination of different shapes, positions, line types and colouring patterns to ensure that information you are conveying is accessible by users who cannot distinguish differences in colour. 

State the colour names where users are expected to use colour names in communication. Consider how colours and displays can be significantly affected by lighting conditions and the environment they are being used in.

Key guidance on colour contrast is as follows: 

• Make sure there is strong contrast between the text and the background colour.
• If using white text, make sure the background colour is dark enough to provide sufficient contrast. Contrast is best when using very dark colours together with very pale colours.
• White or cream paper makes text easier to read.
• Use a light coloured paper or a solid background colour to make a document more colourful.
• Avoid combining yellow and blue, and green and red, as these are difficult for people with colour blindness to distinguish.
• White text on a black background typically makes text look smaller, so you may need to increase the size and weight of the text.
• Avoid placing text in front of an image or patterned background, as this makes it more difficult to read.

Tools

Use a contrast analyser to ensure there is enough contrast between the foreground and background colours. WebAim provides an online colour contrast analyserwhich also gives guidance on the contrast ratio for normal and for large text. According to WCAG 2.1 standards, 4.5:1 is the minimum contrast ratio required for most text.

Learn More

Voice of Vision Impairment (VVI) works to represent the interests and defend the human rights of blind and partially sighted people in Ireland.

The National Council for the Blind Ireland (NCBI) has a technology department, NCBI LABS, that offers a number of services to people with sight loss.

Printing

Use good quality, uncoated paper 

There are many types of paper used for printing and each one reacts differently to ink. One consideration when choosing paper is how much light the paper reflects (glare). 

The best quality paper is uncoated or matt, as it is the best way to avoid glare. Additionally, the surface takes ink well, which improves legibility. 

Avoid shadowing by using heavier paper

Make sure your paper is heavy enough to avoid ‘shadowing’. Shadowing is where text and images printed on one side of a page can be seen through the other side of the paper. Ask your printer or supplier for advice when choosing paper, as some paper is more transparent than others.

Bind documents so they can be opened out flat

Use binding that allows the document to open out flat for ease of reading. This will make the document easier to hold while reading and easier to set flat on a surface. This is particularly useful for members of the public with dexterity difficulties or those using text-to-speech reading devices.

Tip 

Half Canadian binding is an example of binding that allows the document to  open out flat and also allows for lettering on the spine for the title of the document so it can be identified when shelved.

Font and Paragraphs Checklist

• Use at least 12-point font size and a clear font.
• Use bold or bigger size font to make important points stand out.
• Avoid using features such as underlining, italics and BLOCK CAPITALS.
• Use left aligned text only, do not justify text.
• Avoid splitting a word between two lines.
• Limit each paragraph to one idea.

Formatting and Layout Checklist

• Use clear and accessible formatting to make information easy to find. For example, use headings, sub-headings and a table of contents.
• Use a consistent layout for recurring features (such as page numbers and headings).
• Make good use of white space so your message stands out.
• Use clear spacing:

1.    Text should be a minimum of single-spaced.
2.     White space should separate paragraphs.
3.    There should be a wide, clear space separating text columns.

Document Design Checklist Colours, Images, Graphs and Visuals

• Use images, visuals and graphs that are relevant to the text.
• Images should not break text flow.
• Use images to support the main body of text and ensure they are accompanied by alternative (Alt) text in the alt attribute.
• Use colours with good contrast between text and background.

Printing

• Use good quality, uncoated or matt paper.
• Avoid shadowing by using heavier paper. Use paper that weighs at least 90 grams per square meter (GSM).
• Bind documents so that they can be opened our flat.

Form Design

In the public sector, forms are used as part of the customer engagement process. This ranges from enquiry forms to contracts. Increasingly members of the public are asked to complete online forms. The Universal Design guidance for both print and online forms is similar. 

People should be able to complete forms without assistance. It is important to consider that members of the public have different needs and skills related to visual or literacy difficulties. Therefore, by better designing forms to meet the needs of people with specific difficulties, you will be better meeting the needs of all members of the public.

Guidelines for the design of forms are as follows:

• Give the form a clear title.
• Identify whom the form is for and its purpose.
• Give instructions in bullet points on the first page. 
• If users need reference numbers or documentation to complete the form, ensure that they know this before starting. Awareness can be raised with an obvious “Before you begin, you will need...” message at the top of the form. 
• Divide the form into clear and logical sections each with an informative heading and a clear number.
• Use a larger font for section headings.
• Place, if needed, “Official use only” sections near the end of the form. 
• Avoid unnecessary or repeated questions. 
• Position questions directly across from the space for giving answers. 
• Make sure users have enough space for providing answers.
• Where possible, use boxes rather than lines for answers.
• Use as many ‘tick-box’ questions as possible.
• Make sure ‘tick-boxes’ are clearly linked to the answer.
• Ensure that ‘tick-box’ borders and answer lines are solid and at least one point wide. 
• Make it clear which fields are mandatory and must be completed.

Scannable Forms

Scannable forms, which allow one character per square, are increasingly being used. Where these forms are used, provide boxes that are large enough and leave adequate space between the squares.

For example,

Learn more

For guidance on designing online forms see Online Forms in section 3: Digital and Web Based Communication Systems.

Form Design Checklist

• The form should have a clear title. It should also identify whom it is for and what its purpose is at the start of the form.
• Provide clear instructions at the start.
• Place, if needed, “Official use only” sections near the end of the form.
• Group similar questions under useful headings.
• Use informative headings and clear numbering.
• Avoid unnecessary or repeated questions.
• Make sure people have enough space for providing answers.
• Where possible, use boxes rather than lines for answers.
• Make sure ‘tick boxes’ are clearly linked to the answer and that the borders and answer lines are solid and at least one point wide.
• Clearly identify mandatory fields that must be answered.

Signage Design

All public sector buildings will typically have signage inside and outside of their establishments. This may range from signs for the toilets to health and safety signs. The following signage design guidance is based on the Building for Everyone: A Universal Design Approach publication from the Centre for Excellence in Universal Design (CEUD).

Under the Official Languages Acts 2003 and 2021, a public body has a duty to ensure that signs placed by it or on its behalf within or outside the state are in Irish or bilingual. If bilingual text is chosen, instead of text in Irish only, there are specific regulations that must be adhered to.

The guidance below is provided for sign design in indoor and outdoor areas.

Text on signs

• Make sure the text on your sign uses fonts that work for your reader. Avoid fonts that are highly decorative, very bold, condensed or in italics, as these can be difficult to understand and may make the sign more difficult to read. Examples of good fonts are sans serif fonts for signage include, Helvetica, Tahoma and Futura.
• Wording on signs should be as simple as possible.
• Avoid the use of unfamiliar abbreviations.
• Information on signs should be listed alphabetically or grouped logically. For example, by floor level.
• Use Arabic numbers (1, 2, 3), not Roman numerals (i, ii, iii).
• A mixture of upper and lower case letters should be used. Avoid using BLOCK CAPITALS.
• Align wording to the left.
• Wording, font and images should be consistent throughout the building.
• The size of letters on signs should be related to the type of sign and viewing distance.

The table below provides recommended letter height for a range of viewing distances.

Symbols and arrows on signage 

• Use symbols in place of text where the symbol is universally recognised. For example, public information symbols. 
• Use symbols to accompany text where possible. This is particularly relevant for dual-language signs, as they help people to recognise quickly the information being provided. 
• Use arrows to indicate directions.

Design 

• There should be good contrast between the signboard and any mounting or background surface. This helps draw attention to the sign itself. 
• There should be good contrast between the text/symbols and background sign colour. This helps draw attention to the content of the sign. 
• Where colour coding is used, use colours that are easy to differentiate. 
• Signs should have a matt or satin finish. Avoid shiny and reflective surfaces to prevent glare. 
• Signs should be evenly illuminated, with a lighting level of 200 lux. 

Tactile signs 

Embossed signs enable people with visual impairments to read by touch. When designing tactile signs consider that: 

• Embossed letters should be raised above the surface of the sign by 1 — 1.5mm, and have a stroke width of 1.5 — 2mm. 
• Embossed letters should be between 16mm and 50mm in height. 
• Where Braille is provided, it should be positioned below the related text. 
• Engraved and indented letters and symbols should be avoided, as they are difficult to read by touch. 

Positioning of signage 

• Signs should be positioned at important points along a route, wherever routes intersect or diverge. 
• Tactile and Braille signage should be positioned within easy reach. 
• Position signs where people reading them will not cause an obstruction. 
• Make sure that directional signs help people to retrace their steps and identify alternative locations within a building, without having to return to the main entrance. 

Learn more 

Further guidance on the Official Languages Acts is available on the website of An Coimisinéir Teanga. 

The Centre for Excellence in Universal Design’s (CEUD) Building for Everyone: A Universal Design Approach provides guidance on designing signs. 

The International Organization for Standardization provides guidance on graphical symbols for the purpose of public information in ISO 7001:2023 — Graphical symbols — Registered public information symbols.

Signage Design Checklist

• Use a clear font.
• Wording on signs should be as simple as possible.
• The use of unfamiliar abbreviations should be avoided.
• Use Arabic numbers (1,2,3) not Roman numerals (i, ii, iii).
• Capitalise the first letter of names and messages with all other letters lower case.
• List names and messages alphabetically or group them logically, for example, by floor level.
• Align wording to the left.
• Wording and font should be used consistently in signs throughout a building.
• Select a letter size to suit viewing distance.
• Ensure the signage complies with the Official Languages Acts 2003 and 2021.

Signage Symbols, Contrast, Colour, Positioning Checklist

• Use symbols in place of text or to supplement text where possible.
• Use arrows to indicate direction.
• There should be good contrast between the signboard and any mounting or background surface. There should also be good contrast between the text and background colour of the sign itself.
• Use colour to differentiate where colour coding is used.
• The surface of the sign should not be reflective.
• Embossed lettering should be raised 1 — 1.5mm above the surface of the sign. Avoid engraved lettering.
• Embossed letters should be between 16mm and 50mm in height.
• Position tactile and Braille signs within reach.
• Position signs where people reading them will not cause an obstruction.