Content style guide
Neutral and inclusive language
Gender-neutral pronouns and terms for family relationships
We use “they” and “their” as gender-neutral pronouns
Don’t use “he or she” or “his or her.”
Like this
Learn about how a Veteran can transfer their unused Post-9/11 GI Bill benefits to you.
If your provider has filled out the form electronically, they must print it out to sign it.
Not this
Learn about how a Veteran can transfer his or her unused Post-9/11 GI Bill benefits to you.
If your provider has filled out the form electronically, he or she must print it out to sign it.
We use gender-neutral terms for family relationships
- Spouse or partner instead of husband or wife
- Child or dependent child instead of son or daughter
- Stepchild instead of stepson or stepdaughter
- Parent instead of mother or father
Note: Some VA forms currently capture gendered relationships on their backend, so we may need to keep gendered terms in some online forms until VA is able to adjust the backend.
Language that doesn’t assume an ability or device
We avoid “view” and “hear”
A person viewing a screen would “view” their medical records, lab results, claim status, or letter. A person using a screen reader or calling in to listen to an interactive voice response experience would “hear” their medical records, lab results, claim status, or letter.
So, we use language that focuses on the intent of the action rather than the sensory experience. This becomes especially important as we create flexible and reusable content that can work across different channels.
Examples:
- Go to your medical records
- Review your lab results
- Check your claim status
- Read your letter
- Play our video
We avoid “click,” “press,” and “tap”
People can use several different types of interactions for the same task. So, we use “select” instead of “click,” “press,” or “tap.”
Examples:
- In buttons, use “Select Submit” instead of “Tap the Submit button”
- In links and navigation, use “Select My VA” instead of “Click on My VA”
- In phone extensions, use “Select 1” instead of “Press 1”
We avoid directional language
Content won’t always be in the same place on a screen for all people, so we avoid directional language in instructions. For example, different screen sizes on mobile devices, different assistive devices, and different text size settings can all affect the placement of content.
Like this
Keep reading
Select the link from the main menu
Not this
Read below
Select the link on the top right corner of the screen
We avoid language that references color
Many people have colorblindness, so we avoid using color in instructions.
Like this
Select Submit
Not this
Select the blue Submit button
First-person language instead of specific roles and titles
We avoid specific titles of VA business lines or offices
The internal organization of VA is usually not need-to-know information for Veterans. So in most cases, we use “we” and “us” to refer to VA as a whole. Don’t use VBA, VHA, NCA, or other internal VA acronyms.
Like this
We’ll review your claim
Send us your completed form
Not this
Your VBA regional office will review your claim
Send your completed form to the Veterans Health Administration
We avoid or minimize branded program names
In most cases, we describe the program or benefit instead.
Learn more about avoiding branded names
We avoid specific titles of VA staff roles
Just like with business offices, specific job titles of VA staff members are usually not need-to-know information for Veterans.
Like this
We’ll review your form
Not this
A Veterans Service Representative will review your form
We only include job titles or staff roles when the Veteran needs to know that specific term to contact the right person at a facility. For example, “Call your VA facility and ask for the My HealtheVet coordinator.”