Writing about help and support
We have a support portal where our Customer Service team writes support articles.
Customer service
Follow our guidance for jobs and roles.
You can also refer to customer service as:
- us
- the team
- our team
Examples:
Our team is available to help you.
Contact customer service for help.
Support portal and articles
People can find our support articles in the Support portal.
Do not use:
- ‘Help centre’
- ‘Support hub’
- ‘Help articles’
- ‘Faqs’
- ‘Frequently asked questions’
Calls to go to a support article should be:
- clear
- concise
- useful
Write the link text to match the title of the article. If the title may change in the future, write a more general link text that is clear and describes the topic.
Examples:
- How to change your password
- Common issues when verifying your identity
- Read support articles about publishing your manuscript.
- Get help publishing your manuscript
Contact
Contacting us should be the last resort for our users. Our services and content should be clear enough that they do not need our help. Support articles should help for any known and common issues or edge cases.
Do not use colloquial terms such as ‘get in touch’ or ‘reach out’.
Whether they are within the user interface or long form content, calls to contact should be:
- brief
- consistent
- active and direct
Example:
Need help? Contact us