EXAMPLE: Approved Terms and Phrases

Staff and AI tools should use the preferred terms below in drafts, notices, FAQs, and web content related to the service change.

Preferred term:	Avoid:	Notes:
appointment	slot booking	Use plain, familiar language.
service center	field office	Use the public-facing label used on the website.
online portal	digital interface	Do not use technical wording in resident materials.
required documents	supporting artifacts	“Documents” is clearer for the public.
urgent case	expedited exception	Use this only when an exception actually applies.
public notice	customer communication blast	Keep external wording formal and neutral.
resident	client	Use the agency’s preferred public term.
plain language	layman terms	Avoid outdated phrasing.