Editorial style guide
When a word is listed without explanation, it is there to show spelling. Accepted abbreviations are given in brackets.
Everything we produce should be written using plain English.
A-Z of style rules
A
able-bodied |
Do not use this term See also disability |
abbreviations/acronyms |
Spell out on first mention in body text, including the abbreviation or acronym in brackets. Use upper case for all abbreviations and acronyms (except TfL and the Met): LU; BBC; RMT After the first mention, always use the abbreviation or acronym: United Nations (UN). If the possessive is used, the abbreviation must also be possessive in the first mention: Transport for London's (TfL's) If a term is only used once in a document, you don't need to include the abbreviation afterwards Do not use full stops or include spaces between initials: TfL; BBC; mph; eg; No 10; WH Smith etc Use 'm' (for millions) and 'bn' (for billions) for sums of money and measurable quantities: £10bn; 1bn litres of water. However, spell out for people and countable nouns: three billion commuters; 10 billion tickets Use 'km' for kilometres with numbers 10 and above. Use 'kilometres' in full where numbers are spelled out in full. For example, 'three kilometres' and '12km' Use lower case for standard measurements: kg; km; lb; mph but use upper case for KB; GB; MB Exception: Spell out metres to prevent confusion with abbreviation for million Note: 1) Do not include a space between the number and the unit: 20km; 50kph; 100KB 2) Never add an 's' to measurements: 20km, not 20kms Use lower case for ie and eg, but avoid using these terms altogether where possible. Use 'that is' or 'for example' instead Online exception:There are a few recognisable acronyms that we do not always spell out in full in the first mention. These include TfL, DLR, DVLA and BBC Try to avoid acronyms that are not immediately recognisable |
accents |
On words commonly accepted as English, use only when they make a difference to pronunciation: cliché, exposé Foreign words should be given their accents |
accessibility |
The ease with which all passengers can gain access to our services See also disabled access Online exception:Specify whether you are referring to transport accessibility or website accessibility in every case |
active voice | Avoid the passive voice. 'A hit B' describes the event more concisely than 'B was hit by A' |
additional space | Should only be used when referring to a new feature, for example more space on new trains |
addresses |
Always write out addresses as follows: See also contact details and phone numbers |
adult-rate |
Include a hyphen when using adjectivally. Example: I need to buy an adult-rate ticket |
adult-rate annual Travelcard (Gold Card) holder | It is also acceptable to use Gold Card holder |
adult-rate season ticket |
|
adult-rate Travelcard |
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adverbs |
Do not use a hyphen after adverbs ending with '-ly'. Example: rapidly growing economy, carefully crafted answer |
adviser |
Not advisor |
aeroplane |
Not airplane |
age |
under-16s (n): Under-16s over-60s (n): Over-60s XX-years-old See also older people and youngsters |
Americanisms |
Favour British spelling and phrases: programme, not program (except for computer programs); realise, not realize; centre, not center. The only exception is proper nouns: World Trade Center; US Defense Department |
among |
Not amongst |
ampersand (&) |
Use only when included as part of a proper name: Hammersmith & City line; Waterloo & City line; Elephant & Castle station Do not use as an abbreviation in titles or text, except in page titles on our website Online exception:We use the ampersand in headings that appear in site navigation and in some teasers where space is restricted. We never use the ampersand in text unless it is a recognised title or brand such as Hammersmith & Fulham or Marks & Spencer |
an | 'An' precedes any word beginning with a vowel and any word beginning with an 'h' if the 'h' is silent, so 'a hotel' but 'an honour' |
Android Pay | |
Andy Byford | Andy Byford is London's Transport Commissioner. Andy, not Andrew |
Annual Report | When referring to the TfL published document |
anticipate |
Does not mean 'expect'. If you 'expect' to have a busy day, you can 'anticipate' it by getting up early |
antisocial |
Not anti-social |
Anytime Day Travelcard | Replaces Day Travelcard (Peak) |
Apple Pay | |
Apprentice Oyster photocard | |
Art on the Underground | Formerly 'Platform for Art' |
Asian communities |
Use when referring to Chinese, Far East Asian, Indian, Japanese and Pakistani communities. If referring to an individual, it should be used as an adjective, not a noun: an Asian woman, not an Asian; Asian people, not Asians Note: The term Oriental should not be used See also race and ethnicity |
ATM | Do not use. Refer to 'cashpoint' instead |
Auto top-up |
B
Bakerloo Line Extension | |
bank holiday |
Always use lower case except when referring to a specific (named) day: August Bank Holiday Use only when referring specifically to bank holidays, otherwise use the more general term 'public holiday' See also public holiday |
benefit | Benefited/benefiting. Not benefitted/benefitting |
billion |
Use 'bn' for sums of money and measurable quantities: £10bn; 1bn litres of water Note: Do not include a space between the number and the unit: £1bn; £20bn Spell out for people and countable nouns: three billion commuters; 10 billion tickets See also numbers |
bio-diesel | Not biodiesel |
bisexual | See sexuality |
black | See race and ethnicity |
black, Asian and minority ethnic (BAME) |
Spell out whenever space allows, rather than using BAME See also race and ethnicity |
black cab |
Use 'taxi' instead Note: Black cab can be referred to at the first mention of 'taxi' if it is helpful to readers: we license taxi (black cab) services in London |
blind |
This term implies total sight loss. Consider using vision-impaired person/passengers etc if referring to people with some sight loss Note: It is acceptable to use specific terms such as blind or partially sighted if it is relevant to the topic See also disability |
Blue Badge holders | |
board | Use lower case unless referring to a named board: BBC Board members |
body-worn camera | |
borough |
Use lower case unless referring to a specific (named) borough: London boroughs; the London Borough of Brent |
Borough Spending Plans (BSPs) |
Do not use. Now the Local Implementation Plans (LIPs) |
brand names |
Our products and brands should follow this style guide to ensure consistency: Oyster card, not Oystercard; Congestion Charge, not Congestion charge For other brands, do not use design or typographical elements that, in effect, turn a name or brand into a logo. This is to prevent confusion, especially for visually impaired readers Do not use the ©, ® or ™ symbols unless legally required to However in print and online, where a recognised brand includes a capital letter in the middle or a lowercase at the beginning, we usually retain those styles. For example, LinkedIn, YouTube and easyJet |
Bridge | Generally upper case when referring to a specific bridge |
British Transport Police (BTP) |
Like 'police', the BTP should be treated as a collective noun and followed by a plural verb: the BTP are not the BTP is See also police |
bulleted lists |
Start each point with a capital letter but do not use any punctuation at the end (not even at the end of the final point) |
Bus & Tram Pass | Not 'Bus Pass' |
buses |
Use lower case when referring to buses as a mode of transport. Example: London's buses also accept Travelcards See also London Buses |
Bus Pass |
See Bus & Tram Pass |
bus Saver |
No longer issued except for corporate sales |
bus station |
Use lower case: Finsbury Park bus station; Edmonton bus station |
business |
Use lower case unless referring to a named organisation or firm. Example: We support the business; the Small Business Bureau |
Byelaws |
C
© |
Do not use the © symbol unless legally required to |
cab |
In most cases 'taxi' should be used instead. 'Cab' must not be used when referring to private hire services. Normally 'taxis' and 'private hire services' should be listed separately However, in some cases 'cab' can be used as a generic term to cover both taxi and private hire services. This will normally be when referring to minicabs rather than all private hire services (for example 'don't risk taking an illegal cab', 'illegal cabs are unsafe') |
capacity | The volume of services we are able to run or the amount of room available for passengers. When referring to increases, be specific about what number is being boosted (for example, the number of trains or additional passengers) |
Capital |
Use 'Capital' (with an upper case C) when referring to London Use lower case when referring to other capital cities See also London |
capital letters |
Avoid where possible as they are more difficult to read and can imply shouting See also Accessibility for print on the Using plain English page; brand names; job titles; titles of sections/sub-headings etc |
CCTV |
|
central London |
See London |
charge points | Use when referring to electric vehicle charge points. Do not use 'charging points' |
check before you travel |
Phrase used to encourage checking for disruption before travelling |
Child photocard |
Only issued for National Rail Our photocards issued to under-16s are 5-10 Zip Oyster photocard and 11-15 Zip Oyster photocard |
child-rate season ticket |
Not child rate season ticket (without hyphen) |
child-rate Travelcard |
Not child rate Travelcard (without hyphen) |
City of London | Upper case when referring to the central area of London/Square Mile |
closed-circuit television (CCTV) |
|
collective nouns |
Treat as singular, except staff and police: the committee has but the staff are; the police want A pair and a couple are both plural |
colons |
Use lower case after a colon unless it's followed by a proper name or a quote Use instead of a dash to introduce a list Never use colon and dash together (:-) |
commas |
Use sparingly. There is no need for commas within addresses (23 Tooley Street) or dates (4 June 2018) |
Commission for Racial Equality (CRE) |
Do not use. Now the Equalities and Human Rights Commission (EHRC) |
Commissioner | See Andy Byford |
committee |
Use lower case unless referring to a named committee: Transport Committee for London |
companies/organisations |
Always treat as singular: 'TfL is...' not 'TfL are' See also abbreviations/acronyms and brand names |
compass points |
Use lower case except when including as part of a proper noun: north; east; south; west but South East England See also London |
Conditions of Carriage | |
Congestion Charge/Charging |
Use upper case except when using charge or charging on their own: pay the charge online; when you enter the charging zone Online exception:Use Congestion Charge, not Congestion Charging. For example: Congestion Charge scheme, Congestion Charge zone However it is acceptable to refer to the charging zone |
Congestion Charge Auto Pay | |
Congestion Charging scheme |
Use lower case when referring to 'the scheme' on its own |
Congestion Charging zone |
Use lower case when referring to the zone on its own. Example: People living within the zone are eligible for a discount' |
contact details |
See also addresses and phone numbers Online rules: Order your contact points as below (your list may only include some of these):
The layout on the page should follow this format: Label in bold, colon, details on one line except for Address/Post, where it will follow the usual address style and start on the next line. For example: Guild of Registered Tourist Guides Email: guild@blue-badge.org.uk |
contactless | Not Contactless |
contractions |
Contractions - such as 'don't', 'isn't' or 'can't' - can be used sparingly to make communications more friendly and less corporate. However, don't use them to such an extent that your text appears sloppy or rude |
cooperate/cooperation |
Not co-operate/co-operation |
coordinate/coordination |
Not co-ordinate/co-ordination |
coronavirus |
coronavirus not Coronavirus / corona virus COVID-19 is the illness caused by the coronavirus that emerged in 2019, whereas coronavirus is the virus. Refrain from using COVID-19 where possible and refer to coronavirus (pandemic) instead |
costs | Refer to 'costs' within our organisation where possible rather than 'spend' |
Countdown |
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Crossrail Ltd |
Not Cross Rail or Cross rail Do not use Crossrail to describe services that will run on the infrastructure currently being built by Crossrail Ltd. Refer to the Elizabeth line instead |
customers |
Refer to 'customers' rather than 'passengers' |
Cycle Superhighways |
Write out in full when possible. It is acceptable to refer to 'Superhighways' in longer documents to avoid repetition Note: Each route is referred to as CS1, CS2 etc followed by the route name, so CS3: Barking to Tower Gateway, CS7: Merton to City, etc. This format will need to be replicated across all routes. Can use CS1, for example, on second reference The scheme should always be referred to as safer rather than safe Online exception: Do not need to add colon and full route in every reference, particularly if it breaks character limits in heading |
D
dates |
Day, month, year, in that order, with no commas: 1 January; 1 January 2018; Sunday 1 January 2018; 01/01/18 Note: Do not abbreviate days or months if there is space for them to be spelt out in full If necessary, abbreviate days and months to three letters (exception: Thursday - use five letters) Do not use 1st, 2nd, 3rd etc Do not add spaces on either side of hyphens when listing inclusive dates: 11-15 April, 2017-2018, 10 May-10 June A forward slash is used when listing years in reports or titles: 2017/18 Don't use the full second year, so 2017-18, not 2017-2018 Use hyphens for longer periods: 2017-18 Use commas for non-consecutive years: 2017, 2019, 2021 and 2023 Note: No spaces on either side of the forward slash If abbreviating individual dates, also use forward slashes: 01/12; 01/12/17 not 01-12; 01-12-17 Do not use an apostrophe for decades, except when using the possessive form: the station opened in the 1960s but it is a 1960s' station Online exception:
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daytime |
But night-time |
Day Travelcard (Peak) |
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Day Travelcard |
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deaf |
This term implies total hearing loss. Consider using hearing-impaired people, customers, etc as it is a more inclusive term. However, it is acceptable to use deaf or hard of hearing if it is relevant to the topic or if referring to the deaf community as a whole Note: The deaf community should be identified separately from the disabled community: disabled and deaf communities See also disability and hearing-impaired |
departments |
Use upper case for departments: Corporate Finance; Group Communications |
departure boards | Live information showing next train time at specific stations |
dependant/dependent |
The word 'dependent' is an adjective meaning reliant on or supported by. Not to be confused with the noun 'dependant' which refers to a person who is reliant on someone else (usually a child or spouse) |
de-train | |
Dial-a-Ride |
Now London Dial-a-Ride. Write out in full on first mention. It is acceptable to refer to Dial-a-Ride in longer documents to avoid repetition. Do not refer to DaR Online exception:Refer to Dial-a-Ride not London Dial-a-Ride |
disability
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Use positive language about disability, avoiding outdated terms that stereotype or stigmatise. Do not use 'handicapped' or 'wheelchair-bound' and avoid referring to people as nouns (eg 'the disabled') or as suffering from, or afflicted by, a condition It is preferable to use 'xxx' people rather than people with 'xxx': disabled people (not people with disabilities); hearing-impaired customers; vision-impaired users; wheelchair user; mobility-impaired passengers; people with learning difficulties It is acceptable to use specific terms, such as blind, deaf or partially sighted if it is relevant to the topic However, whenever possible, it is preferable to describe the barriers that disabled people experience rather than impairments linked to a person's medical condition: hearing-impaired passengers or people who use our services who may experience communication barriers; passengers who experience physical barriers Note: This can also include people with luggage, pushchairs, bulky items or similar Note: The deaf community should be identified separately from the disabled community: the disabled and deaf communities See also able-bodied; blind; deaf |
disabled access |
Use this term when referring to disabled accessibility, as 'accessibility' has a wider meaning. See also accessibility |
disabled person's Freedom Pass |
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Disability Rights Commission (DRC) |
Do not use. Now the Equalities and Human Rights Commission |
discount-rate ticket |
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disruptions | Interruption to normal weekday or weekend services as a result of improvement work or other incidents |
DLR |
It is acceptable to use DLR instead of Docklands Light Railway in all instances |
double-deck bus |
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draft documents |
When drafting documents, use Arial, 12pt with 1.5 line spacing for ease of readability and making amendments |
DVLA | Driver and Vehicle Licensing Agency; not normally necessary to spell out |
E
11-15 Zip Oyster photocard |
Refer to 11-15 Zip Oyster photocard on first mention. After that, it can be shortened to Oyster photocard or Zip Oyster photocard |
18+ Student Oyster photocard scheme | |
Earl's Court station | The Tube station has an apostrophe |
Earls Court | The area doesn't have an apostrophe |
earn your travel back |
Not Earn Your Travel Back |
eastbound |
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East End of London |
See also London |
east London |
See also London |
eg |
Not e.g. See also abbreviations/acronyms |
elderly | Refer to older people rather than elderly people |
eLearning |
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Elephant & Castle station | The Tube station has an ampersand (&) |
Elephant and Castle |
The area doesn't have an ampersand (&) Online exception:Use the ampersand (&) for both station and area |
Elizabeth line |
The Elizabeth line is the new service which will run from Reading and Heathrow in the west through central London to Shenfield and Abbey Wood in the east. The service, route, trains and stations will fall under the term Elizabeth line Only mention Crossrail when referring to the company Crossrail Limited or the Crossrail construction work |
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Not e-mail Always give the full email address when providing a hyperlink For example, 'email enquiries@tflcroydon.co.uk' not 'email Red routes' |
Emissions Surcharge | Use T-Charge on first mention |
emphasis |
Do not use capital letters or italics to emphasise text |
employees |
Refer to our 'employees' rather than 'staff' |
Emirates Air Line |
Sponsored by Emirates Airline |
Emissions Surcharge |
Use T-Charge on first reference |
endorsement |
We cannot be seen to endorse external companies/suppliers |
equality and inclusion |
See individual entries: able-bodied; age; Asian communities; black, Asian, and minority ethnic (BAME); blind; deaf; disability; gender; lesbian, gay, bisexual and transgender (LGBT) community; race and ethnicity; sexuality; transgender/trans |
Equalities and Human Rights Commission (EHRC) |
EOC/DRE/CRE have all been amalgamated |
Equality Act 2010 |
Replaced most of the contents of the Disability Discrimination Act (DDA) |
Equality Impact Assessments (EQIAs) |
As a public body we have a duty to demonstrate that we have taken into account the needs of all groups covered by the Equality Act 2010. An EqIA allows us to demonstrate how the duty has been taken into account |
Equal Opportunities Commission (EOC) |
See Equalities and Human Rights Commission (EHRC) |
etc |
Avoid using when possible |
ethnicity/ethnic group |
See race and ethnicity |
external suppliers |
We cannot be seen to endorse external companies/suppliers |
F
5-10 Zip Oyster photocard | This can be shortened to Oyster photocard or Zip Oyster photocard after the first mention |
face covering | Use this instead of face mask to refer to the cloth face coverings we are requesting customers wear while using public transport |
factsheet | |
faith and belief |
Use 'people of faith', 'people of belief' or 'faith communities' when referring to groups of people with a shared faith or belief. Do not use the term 'religious communities' as this has a different meaning and refers to organised religious communities (eg monastic communities) Note: It is acceptable to be specific if it is relevant: a Sikh temple; a Muslim festival |
FAQs |
Acceptable abbreviation for frequently asked questions Online exceptionWe don't use FAQs on our website There are three main reasons for this:
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fare payers |
Not farepayers (but taxpayers) |
fax numbers |
Use 020 XXXX XXXX |
fewer |
'Fewer' is used for countable nouns and means smaller in number: fewer coins; fewer passengers; fewer tickets |
figures |
Never start a sentence or title with a figure. If a sentence or title begins with a number, it must be spelt out See also numbers |
Find out more | Use 'find out more' or 'for more information'. Do not use 'for further information' |
fire service |
Use lower case unless referring to a named brigade: The fire service has been called; a letter from the London Fire Brigade |
First Class ticket |
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first person |
Use 'we', 'us' or 'our' rather than 'TfL' as it's more personal. Write as if you 'are' TfL In most cases we use 'we' to mean TfL and 'you' to mean the user. In some circumstances such as terms and conditions we use the third person for clarity, for example 'TfL and its subsidiaries' Online rule: We use first person descriptions for personalisation, particularly on transactional buttons, so:
It is acceptable to use second person when you are giving instructions in text. For example, 'You can pay the Congestion Charge in a number of ways. It's quickest and easiest if you register for a customer account online.' |
flyover | Generally lower case |
focus |
Focuses/focused/focusing. Not focusses/focussed/focussing |
Freedom Pass |
Use upper case when referring to the Freedom Pass in text. See also disabled person's Freedom Pass and older person's Freedom Pass |
front line/frontline |
Front line when used as a noun eg working on the front line Frontline when used as an adjective eg frontline workers |
fuel cell bus | |
full stops |
Do not use full stops after word contractions, titles or Latin abbreviations, such as Dr, Mr, Ltd, am, pm or eg Online ruleStandard Teaser text should not end in a full stop. Standard Teaser here refers to modules 211, 212 and 213 as well as Headed links (205) and all the Social Media modules. See the Pattern library For text links within copy, use a full stop at the end of the sentence, even if the sentence ends in a link (do not link the full stop) The page description in metadata should not have a full stop |
G
Games |
See London 2012 Olympic and Paralympic Games |
gay |
See sexuality |
GB |
Acceptable abbreviation for gigabyte. Do not include a space between the number and the measurement: 2GB |
gender |
Use gender-neutral language where possible, only including references to gender when necessary. Refer to 'they' rather than 'he/she', 'everyone' not 'ladies and gentlemen', 'people' not 'mankind', 'chairperson' or 'chair' not 'chairman' or 'chairwoman', 'workforce' not 'manpower', 'staffed' not 'manned' See also sexuality; transgender/trans |
GLA Group |
Not GLA group |
Gold Card holder |
It is also acceptable to use adult-rate annual Travelcard (Gold Card) holder |
government |
Use upper case only when referring to a specific government: we work with the Government. Use lower case when referring to local government or when using in an adjectival context: government expenditure; government funding |
Greater London |
See also London |
Greater London Authority (GLA) |
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Green Line coaches |
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Greenways | |
group |
Use upper case only when referring to a named group: the TfL Group |
Group Day ticket | |
Group Travel ticket | |
gyratory |
Generally lower case |
H
hand sanitising points | Not hand sanitising stations |
handheld | |
headings |
See titles of sections/sub-headings etc |
hearing-impaired |
See also disability; deaf |
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Help Point |
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Hopper fare | Allows bus and tram passengers to make two journeys for the price of one within an hour |
hyphens |
Use hyphens to form compound adjectives (blue-chip company). Do not use hyphens after adverbs ending in 'ly' Hyphen are often missed when they link two adjectives together. If the two adjectives only make sense together (because one describes the other), then they need to be hyphenated. For example: 'the strategy was discussed with borough-based, community-led organisations' |
I
iBus | |
ie |
Not i.e. See also abbreviations/acronyms |
inner London | See also London |
intelligent transport system (ITS) |
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interchange |
Use lower case: Vauxhall Cross interchange; strategic interchange |
internet |
Not Internet (with upper case I) |
into |
Is one word but 'on to' are two separate words |
intranet |
Not Intranet (with upper case I) |
-'ise' endings | Use 'ise', not 'ize': emphasise, realise (not emphasize, realize). The only exceptions are capsize and proper names (eg company names) |
italics |
We do not use italics in print or online |
iTrace |
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J
Jam Cams | Acceptable term to use when referring to the traffic cameras that observe and report live traffic congestion on major roads |
Use upper case when referring to a specific role or named person: the Managing Director; Joe Bloggs, Press Officer Online exceptionUse lower case wherever possible (still capitalise at the start of a sentence or bullet). There may be certain exceptions, generally when there is only one holder of the particular office, such as Mayor of London, Commissioner or Queen |
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Journey Planner |
Our TfL travel tool that helps with live route-planning across our network A stand-alone link to it should be action-led and first-person: 'Plan my journey' If giving instruction, it can be second-person (to avoid mixing perspectives): 'Plan your journey' If listing tools, we can use the product name: 'Journey Planner' |
K
Key workers | Not keyworkers |
KB |
Acceptable abbreviation for kilobyte. Do not include a space between the number and the measurement: 120KB |
kilometres |
Refer to kilometres instead of miles where possible. Use abbreviation 'km' for numbers 10 and above. For numbers under 10 that are spelled out in full, use 'kilometres' in full. For example, 'three kilometres' and '12km' See also abbreviations/acronyms |
L
Past tense and past participle of learn. Do not use learned< unless using as an adjective |
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lesbian |
See sexuality |
lesbian, gay, bisexual and transgender (LGBT+) community |
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less |
'Less' is used with singular nouns and quantities: less money; less time; less fat |
level access |
A route from street to train that doesn't require the use of stairs or escalators See also step-free access |
licence |
Noun: you will need a licence |
license/d |
Verb/adj: a body authorised to license drivers; he is a licensed driver |
Link text | When referring to a hyperlink it should make sense out of context. Do not say 'click here' or 'read more'. Instead offer information about the content of the destination page in a short call to action: 'apply for a cycling grant' |
Limited/Ltd |
Can usually be dropped from company names (except for legal documents and similar) |
line |
Use lower case when referring to Tube lines: Hammersmith & City line; Northern line |
lists |
Do not add a comma before 'and' at the end of a sequence unless one of the items includes another 'and': We ate oranges, apples and bananas but we ordered chocolate cake, cheese and biscuits, and ice cream |
live travel news |
Our travel tool that shows live and planned service disruption Where possible, refer to 'live' instead of 'realtime' |
Local Implementation Plans (LIPs) |
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local season ticket |
Do not use See Point-to-Point season ticket |
lockdown | Not lock down |
log in |
Verb: You will need to log in Online exception Use sign in not log in or login |
login |
Noun/adjective only: you will be issued with a login or login details |
London |
Use upper case for Greater London; the East End and West End of London. Use lower case for central/inner/outer London; north/south/east/west London; northeast/southwest London etc Use upper case when referring to London and the South East or London and the North See also Capital |
London 2012 Olympic and Paralympic Games |
Refer to as the London 2012 Olympic and Paralympic Games, the London 2012 Games or the Games |
London Buses (LB) |
Do not use 'Buses' (on its own) when referring to London Buses, our subsidiary responsible for overseeing contracts with private bus operators See also buses |
London Cycle Guides |
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London Dial-a-Ride (DaR) |
Formerly Dial-a-Ride. Write out in full on first mention. It is acceptable to refer to Dial-a-Ride in longer documents to avoid repetition. Do not refer to DaR Online exceptionUse Dial-a-Ride, not London Dial-a-Ride |
London Overground |
Online exceptionUse 'London Overground'. Do not refer to as 'Overground' Note:
All directional references should be referred to as the destination they are travelling towards, for example the 'Overground Richmond/Clapham Junction - Stratford' can be referred to as the 'Overground to Richmond', the 'Overground to Clapham Junction' or the 'Overground to Stratford' Do not abbreviate to LOSee also Overground |
London River Services (LRS) |
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London Service Permits (LSPs) |
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London Taxi and Private Hire (LTPH) |
Formerly the Public Carriage Office (PCO) Write out in full on first mention. It is acceptable to then refer to Taxi and Private Hire |
London Trams |
Not London Tramlink See also tram |
London Transport Museum |
Not London's Transport Museum |
longer-period Travelcard |
Do not use. However, there are some instances when references are made to longer period Travelcard season tickets See also season ticket |
Low Emission Zone (LEZ) |
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Low Traffic Neighbourhood |
M
mainline |
Do not use. Refer to National Rail instead |
Use 'Mayor' (with capital M) on second mention |
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Mayor's Office for Policing and Crime (MOPAC) |
MOPAC has replaced the Metropolitan Police Authority (MPA)
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MB |
Acceptable abbreviation for megabyte. Do not include a space between the number and the measurement: 2.2MB |
measurements |
Use lower case for standard measurements: kg; km; mph; kph but use upper case for KB; GB; MB Spell out metres to prevent confusion with abbreviation for million Do not include a space between the number and the unit: 20km; 50mph; 100KB Never add an 's' to measurements: 20km, not 20kms |
meet, met |
Not meet with or met with |
meet the manager events |
Local events staffed by operational/head office staff to publicise planned improvements/closures |
metres |
Write out in full to prevent confusion with million |
Metropolitan Police Authority (MPA) |
Do not use. Now the Mayor's Office for Policing and Crime (MOPAC) |
Metropolitan Police Service (MPS) |
Do not refer to the Metropolitan Police or the Met Service Like 'police', the Metropolitan Police Service should be treated as a collective noun and followed by a plural verb: the Met are not the Met is |
Mike Brown MVO | When mentioning the former Commissioner of Transport for London always refer to Mike Brown MVO |
miles | Refer to kilometres (km) instead of miles where possible. If referring to miles is unavoidable, write out in full to prevent confusion with millions |
million |
Use 'm' for sums of money and measurable quantities: £10m, 1m litres of water Note: Do not include a space between the number and the unit: £1m; 20m See also numbers |
minicab |
Not mini-cab or mini cab See also private hire vehicle |
Mini-Hollands | |
mobile travel alerts | Our travel tool that passengers subscribe to which provides daily text message alerts in the event of disruption on their route |
money |
When referring to round sums of money, do not add '.00': £3, not £3.00; £10, not £10.00 Note: Do not include a space between the number and the unit: £20m; £10bn See also numbers |
more accessible |
An improvement to an asset that makes it easier for customers to use See also accessibility; disabled access |
more than | Use 'more than' rather than 'over' when referring to a quantity. For example, more than one billion passenger journeys are made on the Tube each year |
N
Use upper case for named departments, initiatives, networks, organisations, projects and schemes: Group Services; London Bus Initiative; Low Emission Zone See also capital letters; job titles; titles of sections/sub-headings etc |
|
National Rail |
Use upper case in all instances |
Network Railcard |
|
Night Bus |
Upper case for both words |
night-time | But daytime |
Night Tube | refer to 'the Night Tube' |
none |
How many companies are going to make a profit? None of them are When 'none' is meant to indicate 'not one', it is singular: None of them is bigger than any other |
northbound | |
northeast London |
See also London |
north London |
See also London |
number plate | Not numberplate |
numbers |
In body text, write out numbers from one to nine; use figures from 10 upwards Never start a sentence or title with a figure. If a sentence or title begins with a number, it must be spelt out. Numbers between twenty-one and ninety-nine, when written in words, should be hyphenated Chapter/section headings do not need to be spelt out: Chapter 5; Section 2.1 Do not include a space between numbers and units: 20km not 20 km; £10bn not £10 bn If there is a decimal point in a number, always use figures. For example, write 'five metres of track 'but '5.3 metres' Do not use an apostrophe when referring to decades or plurals as this makes them possessive: 1980s not 1980's; under-16s not under-16's See also dates, measurements, money, phone numbers and punctuation |
O
off-peak |
Use lower case and include a hyphen when using adjectivally: an off-peak ticket Use upper case and include a hyphen when using in conjunction with a product: Travelcard (Off-Peak) |
older people |
Refer to older people rather than elderly people |
older person's Freedom Pass |
Use upper case when referring to the older person's Freedom Pass in text |
Olympics |
Do not use. See London 2012 Olympic and Paralympic Games |
Olympic Family |
|
Olympic Park |
|
Olympic Route Network | |
Olympic Stadium |
|
Olympic Village |
|
ongoing |
Do not use. Use continuing instead |
online |
One word when referring to the internet or a website. Do not use 'on-line' or 'on line' |
on to |
But into |
open data | Not Open Data or open-data |
opt in/out |
Verb: I would like to opt in |
opt-in/out |
Adjective: an opt-in clause |
outer London | See also London |
Overground |
Use 'London Overground'. Do not refer to 'Overground' See also London Overground |
Oyster Auto top-up | |
Oyster card |
|
Oyster daily |
|
Oyster online |
|
Oyster pay as you go |
See pay as you go |
Oyster photocards |
5-10 Oyster photocard, 11-15 Oyster photocard, 16+ Oyster photocard, 18+ Student Oyster photocard, 60+ London Oyster photocard and Veterans Concessionary Travel Scheme Oyster photocard are currently issued |
Oyster Ticket Stop/s |
P
paragraph |
Only use left aligned text (not fully justified) |
|
|
passengers |
Refer to 'customers' rather than 'passengers' |
pay as you go |
Do not hyphenate and always use lower case as Oyster pay as you go is not a brand name Note: Use 'credit' or 'balance' when referring to Oyster cards with a stored pay as you go balance. Do not use 'pay as you go travel value (cash)' or 'pay as you go cash value' See also National Rail |
pay as you go credit |
Use to describe Oyster cards with a stored cash value Note: Do not use 'pay as you go travel value (cash)' or 'pay as you go cash value' |
payband |
|
|
Accepted abbreviation for Portable Document Format Note: When using online, include the file format and file size as part of the link to aid accessibility: Underground map (PDF 850KB) |
Penalty Charge Notice (PCN) |
|
per cent |
Two words. Do not use % except in tables and advertising copy (eg posters) Online exceptionUse the % symbol and do not write per cent in words. There is no space between the number and the symbol. For example: 1%, 5%, 10%, etc. Not five % or 5 % |
Period |
Use capital 'P' plus numerals (not spelt out) when referring to specific financial/administrative periods, for example, Period 3. It is acceptable to abbreviate after first mention, for example P3 |
period ticket |
Do not use. See season ticket |
personal pronouns |
Personal pronouns can be used to establish a conversational tone Example: We are planning to invest in our services; If you would like more information, please contact us See also tone |
phone numbers
|
Phone numbers should be split into at least three groups of digits for readability, ideally with no more than four digits in any single group. For example: 020 7378 1705; 0343 222 6666; 0762 480 4299 For phone numbers with international dialling codes, the convention is to write in this format: +44 (0)20 8216 6666. Only include numbers for dialling from overseas when the message is directed specifically at an overseas audience Online rulesWhen referring to a TfL phone number, always include a link to Page ID 3942 on the same line If you have multiple phone numbers on the same page, you may want to asterisk each instance and refer to a line at the bottom of the page instead: *Find out about TfL call charges On the Contact module, there is a text field under the phone number where you can insert this line See also contact details; telephone numbers |
photocard |
|
PHV (private hire vehicle) |
Write out in full on the first mention Although usually used as an acronym for private hire vehicle(s), it can also be used to refer to the private hire industry in general, eg 'representatives from the PHV industry attended the meeting' Online exceptionDo not use except on pages addressing this specific audience. Even then, it must be written out in full on the first mention on each page |
pink card reader | Use when referring to Oyster card reader. Do not refer to 'validator' |
Planned works calendar |
Our online tool (part of Live Travel News) that shows a six-month look ahead of planned closures
|
Platform for Art |
Do not use. Now 'Art on the Underground' |
plurals |
Avoid adding an apostrophe when making a word or abbreviation plural as this makes it possessive: under-16s not under-16's; DVDs not DVD's; 1990s not 1990's See also punctuation |
Point-to-Point |
Previously 'short-distance season ticket'. A Point-to-Point season ticket refers to a season ticket that is valid between two named stations only |
police |
Use lower case unless referring to a specific force: British Transport Police; call the police Note: Police is a collective noun that is usually preceded by 'the' and followed by a plural verb: the police are not the police is See also British Transport Police;Metropolitan Police Service |
possessives |
For proper nouns ending in '-s', add 's: St James's Park under-16s (plural) under-16's (possessive) Take care with plural nouns: use women's not womens'; children's not childrens'; people's not peoples' See also plurals; punctuation |
practice |
Noun: it is standard practice; piano practice |
practise |
Verb: he practises playing the piano every day; she is a practising doctor |
pre-election | Use instead of 'purdah' |
Pre Pay |
Name withdrawn. See pay as you go |
price capping |
Refer to Oyster daily price capping |
private hire apps | This term refers to apps used to book private hire vehicles. Do not use Uber as a term for all |
private hire drivers |
This term refers to drivers of all private hire vehicles, including minicabs, executive cars, limousines, chauffeur services and any other vehicle licensed for private hire use Itdoes not include taxi (black cab) drivers |
private hire vehicles |
This term refers to minicabs, executive cars, limousines, chauffeur services and any other vehicle licensed for private hire use It does not include taxis (black cabs) See also black cab; taxi |
Private Finance Initiative (PFI) |
|
Public Carriage Office (PCO) |
Do not use. Now called London Taxi and Private Hire (LTPH) |
public holiday |
Always use lower case A public holiday can refer to any national holiday, including Bank Holidays See also Bank Holiday |
Public Private Partnership (PPP) |
|
punctuation |
Apostrophe (') Can be used to:
The possessive form of 'it' is 'its', not 'it's': 'the cat licked its paw' A common error is to form the plural of a noun by adding 's to the singular form, for example: a dozen DVD's; several Tube's. This is wrong and should be avoided as it makes the word possessive Comma (,) Can be used to:
Colon (:) Can be used to:
Dash (-) Can be used to:
Online rule: Only use short dashes (-) and not long dashes Full stop (.) Can be used to:
It is no longer used after abbreviations, so use Mr not Mr. Hyphen (-) Can be used to:
Semi-colon (;) Can be used to:
|
purdah | Do not use. Refer to the 'pre-election' period |
Q
quantities |
See money; numbers |
Quietway |
|
quotation marks |
Use single quotation marks in all cases Use double quotation marks if using a quote within a quote If a quote runs on longer than one paragraph, include quotation marks at the beginning of each subsequent paragraph but only at the end of the final paragraph Place full stops and commas inside quotes when they are complete sentences, otherwise place them outside: 'I want to buy a ticket,' said Mr Smith; When he said 'I promise', he didn't really mean it |
R
Do not use the ® symbol unless legally required to |
|
race and ethnicity |
Include references to race only when it is relevant. The words 'black' and 'Asian' should not be used as nouns, but adjectives: 'black people' rather than 'blacks'; an 'Asian woman' rather than an 'Asian', for example. However, it is acceptable to be specific if it is relevant: local Somalian community; Bangladeshi community leaders See also Asian;black, Asian and minority ethnic (BAME) |
real time/ |
Where possible, use 'live' instead of 'realtime' or 'real time'
Not real-time |
red route |
Not Red Route |
reduced journey times |
The reduction in the time taken to complete an average journey as a result of upgrade work. Should only be used when referring to a specific change, for example greater reliability/capacity/more trains on the system per hour. Should only be used in a general sense (such as a benefit of Tube improvements) rather than in reference to a specific journey (as passengers are unlikely to experience a noticeable difference) |
reduce overcrowding |
Alleviating crowding and congestion at stations and on trains, for example when referring to increased capacity |
reduced service |
Where we offer a service that is noticeably less than normal (could apply to train frequency or escalators/lifts in operation) |
refurbish |
To renovate or restore |
reliability |
Consistency of maintaining a good service |
relive |
Not re-live |
re-open |
Not reopen |
re-route |
|
Road Modernisation Plan |
|
roadworks | |
roundabout |
Generally lower case |
Routemaster |
|
S
|
|
16+ Zip Oyster photocard |
'Zip' can be removed after the first mention |
16-17 Oyster photocard |
This term should no longer be used. Use 16+ Zip Oyster photocard instead |
St. James's Park station | |
Safe Stop | For example, 'site works came to a Safe Stop' |
Santander Cycles |
Must be written in full and capitalised on first mention. After that, 'cycle hire scheme' and 'scheme' are acceptable Santander Cycles is singular. Use 'Santander Cycles is...', not 'Santander Cycles are...' Note: docking point is the device that allows a user to dock/undock a cycle terminal is the device at each docking station that allows a user to hire a cycle |
schemes |
Use lower case unless the word scheme is included as part of a title: Fleet Automated Scheme |
School Streets | |
seasons |
Lower case: spring; summer; autumn; winter |
season ticket |
Previously 'period ticket'. Refers to any ticket valid for seven days, one month or a longer period up to one year |
second-hand vehicle | |
self-isolating/self-isolate/self-isolation | |
sentence spacing |
Use a single space between sentences as double spaces make text more difficult to read |
service guide |
Use lower case unless referring to a named document: a range of service guides is available; the Riverboat Spring/Summer Service Guide is out next week |
sexuality |
Include references to sexuality only when it is essential. The words 'gay', 'bisexual' and 'transgender' should not be used as nouns, but adjectives: 'gay people' rather than 'gays'; a 'bisexual man' rather than a 'bisexual'. The term 'lesbian' is an exception as it can be used as a noun or adjective Note: Do not use the term 'homosexual'. Use the term 'gay' instead: a gay man or lesbian |
shielding | Do not use inverted commas. Also consider using the term vulnerable if require an alternative |
short-distance |
Do not use. Refer to Point-to-Point seasonticket instead |
sign in |
Online ruleWe use sign in, not log in. For example: 'Sign in to my account' (not log in or login, not sign into) When the account has not yet been set up, we use: 'Sign up' or 'Create an account' |
single-deck | |
60+ London Oyster photocard |
These cards are only valid for travel on TfL services |
small and medium-sized enterprises (SMEs) | |
smartcard |
|
smartphone | |
social distancing | Not socially distance. Include a hyphen when used adjectivally: social-distancing measures were applied |
southbound | |
South East |
When referring to London and the South East of the country See also London |
south London |
See also London |
southwest London |
See also London |
spacing |
Use only a single letter space to separate sentences. This is an example In both print and online, do not add extra spaces either side of a forward slash. For example: April/May, not April / May |
speech marks |
See quotation marks |
spend | Refer to 'costs' within our organisation where possible rather than 'spend' |
staff | Do not use. Refer to employees |
stakeholders | Avoid using this term where possible |
station |
Use lower case for Tube, bus and DLR stations: Marble Arch station. However, it is often not necessary to use the word 'station' at all: the Northern line is suspended between Euston and Waterloo See also bus station; interchange |
step-free |
A route between street and platform that doesn't require the use of stairs or escalators See also level access |
step-free access |
Use when referring to either step-free or level access but include context to prevent misunderstanding:
|
Strategic Road Network (SRN) | |
strategy |
Use lower case unless the word 'strategy' is included as part of a title: Integrated Transport Strategy |
Streetspace for London | |
Student Oyster photocard |
Do not use. Refer to 18+ Student Oyster photocard |
Student-rate Bus & Tram Pass |
Available to holders of an 18+ Student Oyster photocard |
Student-rate Travelcard |
Available to holders of an 18+ Student Oyster photocard |
Superhighways |
See Cycle Superhighways |
Surface Transport |
|
T
24-hour |
Include a hyphen when using as an adjective: 24-hour travel, 24-hour alert, 24-hour service |
target |
Targeted/targeting. Not targeted/targeting |
taxi |
Use only when referring to licensed taxis (black cabs) Note: This term must not be used when referring to private hire services or vehicles, including minicabs See also black cab,minicab, private hire vehicles and London Taxi and Private Hire (LTPH) |
Taxicard |
|
T-Charge | See also Emissions Surcharge |
telephone numbers |
Phone numbers should be split into at least three groups of digits for readability, ideally with no more than four digits in any single group. For example: 020 7378 1705; 0343 222 6666; 0762 480 4299 For phone numbers with international dialling codes, the convention is to write in this format: +44 (0)20 8216 6666. Only include numbers for dialling from overseas when the message is directed specifically at an overseas audience Online rules If you have multiple phone numbers on the same page, you may want to asterisk each instance and refer to a line at the bottom of the page instead: *Find out about TfL call charges See also addresses, contact details and phone numbers |
terms and conditions |
Not Terms and Conditions or terms & conditions Online exceptionIn navigation, use terms & conditions. In text use terms and conditions |
TfL Go | Not TFL GO, tfl go, TfL-Go or TfL GO |
TfL Group | Not TfL group |
TfL Pension Fund |
Use 'Fund' (upper case F) on second reference |
TfL Road Network |
|
that/which |
Generally, 'that' defines while 'which' informs: This is the house that Jack built; this house, which Jack built, is now falling down See also which |
The Night Tube | |
third person |
Use 'we', 'us' or 'our rather than 'TfL' as it's more personal. Write as if you 'are' TfL |
Ticket Stop/s |
No longer used. All have been converted to Oyster Ticket Stop/s |
ticket office |
|
time |
Use the 24-hour clock in all circumstances (unless legally required to use the 12-hour clock): 08:00; 12:15; 00:01 |
titles of sections/ sub-headings etc |
Use upper case for the first letter of the first word and proper nouns only; Finance and Planning induction pack not Finance and Planning Induction Pack |
™ |
Do not use the ™ symbol unless legally required to |
tone of voice |
Every journey a customer makes matters to them - so it should matter to us. This comes across in the words we use and how we use them It's important to strike a balance between a tone that is authoritative and formal, and one that is friendly and engaging. If we get it right, we're an understanding organisation that values our audiences and provides accurate, relevant information in the way people want it, when they want it. Get it wrong, and we run the risk of confusing and alienating them Personal Your communications should adopt a tone that shows we care about improving people's experiences on our network Make sure it sounds like it comes from an individual, not an anonymous organisation Write as if you are speaking All correspondence, for both internal and external audiences, should be in the first person rather than the third person. For example, 'we', 'our' or 'us' rather than 'TfL', 'our services' rather than 'TfL services' Clear It's important that we speak in the same language as our customers so they understand what we're saying; never use jargon or technical terms Honest When writing about issues that affect our customers, such as improvement work disrupting services, show that we recognise the inconvenience caused and give people the information and advice they need to continue their journeys. Be open, honest and factual. Similarly, when writing about consultations, for example, show that we care about people's views Lively If we're celebrating our successes, write in an upbeat and engaging style that grabs people's attention |
touch in/touch out |
|
touchscreen ticket machine |
|
trade names |
See brand names |
tram |
Use lower case when referring to trams as a mode of transport: Children can travel free on trams Trams is the name of the operating company |
tram stop |
|
Transforming the Tube/Transforming your Tube |
Do not use |
transgender/trans |
Do not use 'transsexual'. Instead, refer to transgender people as trans See also gender and sexuality |
Transport for London (TfL) |
Never TFL (or with an italicised f) The abbreviation may be used in document and section headings We can be described as London's integrated transport authority. We are also a functional body of the Greater London Authority. Do not describe us as a government body or authority Online exceptionUse TfL. It is not necessary to spell out in full in the first mention. It may be written in full if there is space and it adds clarity |
Transport for London Road Network (TLRN) | |
Transport Policing and Enforcement Directorate (TPED) |
Do not use. Now Community, Safety, Enforcement and Policy (CSEP) |
Travel Assistance Scheme | |
TravelBot | One of our social media travel tools |
Travelcard |
See individual entries: Student Travelcard and Discount Travelcard |
Travel Information Centre (TIC) |
Do not use. Now Visitor Centre |
travel support card |
Not Travel Support card |
Trixi mirrors | Blind spot safety mirrors to help improve the visibility of cyclists to HGV drivers at left turns |
Tube |
'The Tube' (with a capital T) is acceptable colloquial shorthand for the London Underground |
Tube improvement plan |
Do not use. Refer to Tube improvements |
Tube upgrade plan |
Do not use. Refer to Tube improvements |
Tunnel | Generally upper case when referring to a specific tunnel |
Twitter feeds |
U
Ultra Low Emission Zone (ULEZ) | Write out in full at first mention and add (ULEZ) if there is more than one mention. Refer as ULEZ throughout after. |
ULEX | Do not use. Refer to ULEX as ULEZ expansion area. |
'The Underground' (with a capital U) is acceptable colloquial shorthand for London Underground See also Tube |
|
under-14s |
Requires a hyphen in all cases. This is true whenever referring to age-groups: under-14s; under-18s; over-60s See also plurals |
Under-14 Oyster photocard |
No longer issued. The current schemes are 5-10 Zip Oyster photocard and 11-15 Zip Oyster photocard
|
URL |
Accepted abbreviation for 'uniform resource locator'. It refers to the web address of a particular page See also website addresses |
V
validator |
Do not use when referring to Oyster card readers. Use yellow card reader or pink card reader instead |
variable message signs (VMS) | |
Victoria Coach Station (VCS) | |
Visitor Centre | |
Visitor Oyster card | |
vision-impaired |
See also disability and blind |
vulnerable | Do not use inverted commas. Also consider using the term shielding if require an alternative |
W
war(s) |
Avoid referring to conflicts by name if possible - for example, use 'late 1940s' instead of 'post World War II' Refer to World War I (not The Great War, WW1, World War 1) and World War II (not Second World War, WW2 or World War 2) |
web |
Lower case |
website |
Not web-site or web site |
website addresses |
Referring to our website: When hyperlinking to our website in the body text of electronic documents don't include the www. You can instead write tfl.gov.uk/roads and insert the full hyperlink (https://tfl.gov.uk/campaign/our-plan-for-londons-roads) behind it Referring to other websites: When referring to the address of a specific web page (including a site's homepage) in body text, write out the full address, but do not include http:// unless the address begins with something other than www: www.london.gov.uk but http://thesaurus.reference.com Only use single forward slashes within the link text (tfl.gov.uk/roads). Note that some addresses (tfl.gov.uk/modes/buses/) require an additional forward slash at the end to work Online exceptionWhen including web addresses as links on web pages, use descriptive text or the title of the site, not the full web address:
If you are linking to an external site, you should include the word 'website' and include it in the link. For example: 'Book a guide on the Guide London website', not 'Book a guide from Guide London' |
weekend closures email |
Our travel tool that passengers subscribe to which provides a weekly email detailing planned service disruption affecting the coming weekend's travel |
westbound | |
West End of London |
See also London
|
west London |
See also London |
which/that |
Generally, 'that' defines while 'which' informs: This is the house that Jack built; this house, which Jack built, is now falling down As a general rule, use 'which' for descriptive clauses and place it between commas: The station, which has been closed for a year, will re-open on Monday |
while |
Not whilst |
Wi-Fi |
Not wi-fi or WiFi |
work/life balance |
|
Y
A forward slash can be used when listing years in reports or titles: 20015/16 (no spaces on either side of hyphen or forward slash) |
|
yellow card reader |
Use when referring to Oyster card readers Do not use validator |
youngsters |
Refer to 'young people' rather than 'youngsters' |
Z
Use 'ise', not 'ize' : emphasise, realise (not emphasize, realize). The only exceptions are capsize and proper nouns (eg company names) |
|
Zip |
Oyster photocards for young people that allow them to travel free or at a discounted rate |
Zone/s |
Use upper case only when referring to specific zones: Zones 1-3, the station is in Zone 3. Use lower case if writing generally: single-zone tickets; two zones See also Congestion Charging zone; Low Emission Zone |