ABZ Bank GCM Curriculum Content Style Guide

The purpose of this document is to outline conventions for text content that are shared across all GCM
courses.

It is divided into the following sections:

I. Appearance of text on the screen.

II. Copyediting guidelines.

III. Quiz conventions.

IV. Job Tools Conventions.

V. File naming/versioning conventions.

VI. Others.

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I. Appearance of text on the screen:

1. Word-count convention.

The prototype for the GCM Overview courses contained a maximum of 140 words on a hotspot
popup screen. Average word count moving forward should be 125-word maximum, to ensure
legibility and agreeable user experience.

2. Directions from Wizzy.

Always appear in quotation marks, in lower left corner of screen, to emphasize that they’re
“being spoken” in addition to existing on the page.

3. Navigation directions.

• Appear without quotation marks.

• Make specific reference to the nature of the content on the screen or to the
nature of the interactivity – e.g., "After you've examined each set of regional differences,
click the “2” to proceed."

• Bold any word or number referring to something that’s to be clicked (e.g., a

page number, or Quiz, or Check Answer).

• In the case of page numbers to be clicked, place the number in quotations (e.g.,
“. . . click the “3” to continue).

4. Glossary terms.

• Glossary words are clickable, bold and in blue.

• Glossary words are glossed the first time they appear in a content lesson in a course
(i.e., if they appear for the first time in the Introduction, they’re not given the glossary
treatment).

• Glossary description:

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 o If the glossary term is an abbreviation: Expand the term and write the
abbreviation in brackets.
Example: SAP: System Analysis Program (SAP) is the number one ERP system
provider with over 25 percent market share.

o If the glossary description contains another abbreviation or a term that may

be unfamiliar to the learner, do not expand the term but refer the learner to
the new term by using “See xyz.”

Example: SAP: System analysis program (SAP) uses IDOC PEXR2001 as an

output format, e.g., to be used for the transmission of payment instructions to
banks. See IDOC PEXR2001, SAP.

o If the glossary term is a complete work by itself, do not repeat the same term
to begin the description.

Example: bTrade: A third-party software used to encrypt or decrypt,

authenticate and digitally sign files sent to and from corporate clients.

Instead of:

bTrade: bTrade is a third-party software used to encrypt or decrypt,

authenticate and digitally sign files sent to and from corporate clients.

II. Copyediting Guidelines.

1. Acronyms.

“Spelled out” the first time they occur per course (except “AZ” and “GCM” after the Overview
courses) and used as acronyms thereafter for the remainder of the course.

2. Titles.

Position titles specific to GCM or ABZ Bank (e.g., “Relationship Managers”) are initial-
capitalized.

3. Underlining.

Ensure that unnecessary items do not get underlined in the text. For example, in the Glossary,
underlining the colons that separate the word to be defined from the definition itself.

4. Latin abbreviations.

Mingle the use of Latin abbreviations, such as “e.g.” and “i.e.”, along with restructuring
sentences with phrases like “such as,” “for example,” etc.

*For a complete list of GCM product names, please refer to the pdf document in worksite entitled
“GCM Internet Siteflow 9-6-2002.”

Word list

• Customer Access applications: the "a" in “applications” is always lower case when not
used in a headline. When this term is used in a headline all words are initial capped, as
in “Customer Access Applications.”

• Corporates is:

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 − Always initial capped

− Used in the plural when referring to a GCM product orientation (e.g., “GCM’s
Corporates Liquidity Management products . . .”).

− Always used instead of corporation/corporations.

• Financial Institutions: is spelled out the first time it’s used in a course, but can be
referred to as “FIs” thereafter for the remainder of the course. It should be capitalized
whether referring to GCM product orientations or general market conditions. In long
sentences, you may use “FIs.”

Use “Financial Institution” for titles.

• Bank is capitalized when referring to ABZ Bank.

5. Course Names: note that these course names are always capitalized:

Liquidity Management

Payables and Receivables for Corporates

Check Services

Money Transfer/Clearing

• Euro Liquidity Management

• US Dollar Liquidity Management

• Global Commercial Payments

• Global Treasury Payments

• Private Label Services

• Check Disbursements for Corporates

Note that these course names are to remain lower-case:

AZ-direct internet

AZ-image solutions

AZ-netting

AZ-lockbox

AZ-worldPAS

6. Category/Product names: Note that the following categories and products are always
capitalized:
Liquidity Management

Payables and Receivables for Corporates

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Check Services

Money Transfer/Clearing

• Euro Liquidity Management

• US Dollar Liquidity Management

• Global Commercial Payments

• Global Treasury Payments

• Private Label Services

• Check Disbursements for Corporates

• Electronic Bills

• Electronic Billing and Invoicing

• Direct debits

• European Check Disbursement Service

• Integration Services

• Lockbox and Collections

• Lockbox

• European Priority Remittance Service

• Currency Cash Letter

• European Check Disbursement Service

• European Standard Collections

• Euro Preferred Collection Service

• US Dollar Priority Remittance Service

• US Dollar Preferred Cash Letter

• US Dollar Standard Collections

• US Dollar Preferred Collection Service

• Private Label Item Processing

7. US/U.S./ USA.

When referring to the United States, use “the US” (used without periods) rather than “U.S.”,
“USA,” “United States,” or “United States of America.”

8. UK/U.K./United Kingdom.

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 When referring to the United Kingdom, use “the UK” rather than “United Kingdom,” “the
United Kingdom,” “U.K.,” or “England.

9. Colons and capitalization.

Do not capitalize the first word after a colon, unless it is the beginning of a complete sentence.
One exception to this in quizzes, as follows: In quizzes, in matching exercises, keep the cap
after the colon – e.g. “Asia: An emerging market territory for GCM” – the items are formatted
this way just for scripting purposes, and “Asia” and “An emerging market territory for GCM”
will be formatted in two separate columns for the quiz itself.

10. Use singular for a product/solution even if the product name appears to be plural. E.g. AZ-
image solutions is a state-of-the-art imaging product for Corporates and FIs…

11. Bullet lists.

Independent of grammatical correctness, a period comes after any items in a bullet list that is
more than three or four words long.

12. Anglicized usage.

When referring to a specific ABZ Bank GCM product or offering, anglicized spellings must be
retained (e.g., “Interest Optimisation” when referring to that GCM product).

13. Additional GCM-specific style guidelines.

• Only one space between sentences.
• Only one space after colons.
• Do NOT use the serial comma.
• Numbers from one to nine should be spelled out; from 10 and above should be in
numerical format.
• Font size should be consistent within and across ALL documents: Verdana 9
• Periods and commas always go inside quotation marks.

14. NBFI: The order of the letters should be "NBFI", all caps.

15. Refer to ABZ Bank as “ABZ Bank”, not AZ.

16. All currencies should be formatted in "long form," i.e., "US dollar," rather than "USD (do
not use US Dollar either). Also, ABZ Bank standard is to not capitalize the currency name
itself, i.e., "euro" rather than "Euro."

17. Please make sure that all text is Verdana 9.

18. Use “Check” instead of “Cheque.”

19. When referring to other courses in the ABZ Bank curriculum, the word “Courses” is
capitalized. Example: “Overview Courses,” “GCM Category Courses,” “GCM Product Courses.”

20. As long as it is not too repetitive, use “GCM ” while referring to Overview, Category, or
Product courses.

21. For the ABZ Bank Category Courses (cusdeu010004 – 010008), any reference to the
“Cross Course example” that isn’t part of a heading or sub-heading needs to be written as
“Cross Course example” (no capital “e” on “example”).

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 22. The word Category is capitalized when used in conjunction with a category of GCM
products – e.g., “the Check Services Category Course.”

23. e-Learning is treated with a capital L – this is a ABZ Bank convention.

24. Parentheses should be limited to abbreviations, which should always feature the long
version first, followed by the abbreviation in parentheses, i.e., "...is called Automated Clearing
House (ACH)." Setting off text in parentheses makes the client feel like it is less important or
that we are "hiding" something.

25. When there are many commas in a sentence, set off text using en dashes, i.e., "...across
Europe, Asia, the US - and even in secondary regions – to manage their cash better.”

26. Set off "i.e." using commas.

27. When mentioning regions, Europe comes first, Asia second and US third - whether in a
sentence or as a list of sections.

28. Always use double quotation marks first, with single quotations marks contained within, if
necessary.

29. "clearinghouse" should always be two words—“clearing house”.

30. “Marketplace” is always one word.

31. As far as possible, do not to use acronyms or define acronyms in the headings.

32. Use "%" rather than "percent."

33. Usage of slashes (/) is discouraged.

34. Use "Customers want" and "Clients need" rather than "The customers want" or "The
clients need."

35. Customer vs. clients

• Use clients when referring to GCM's clients (e.g., FIs or Corporates) and customers
when referring to an FI’s customers (Greg's logic is that customers are people, clients
are institutions). The one place where he's ok deviating from this convention is in
reference to the Cross-Category examples, where Wizzy says "Click 'Customer Profile'
to review this Corporate customer . . ." etc. because our professional audio talent has
already recorded it and we don't want to have him come back and rerecord.

• For product courses: Use "clients" for ABZ Bank's clients and "customers" for our
client's customers. However, in places where the popular lingo conflicts with this style,
use the style that is commonly used. For example, use Customer Service.

36. Hyphens:

• Do not use hyphens for words like multiuser, multibank, interbank, bidirectional,
multinational.

• Use hyphens for words to add word clarity, to follow conventional English grammar
and as governed by the technical terminology.

37. Data

The word “data” is always plural (example: “the data are…” not “the data is…”).

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 38. Hyphens

• Do not use a hyphen to connect a prefix and root word (example: “nonlinear” is
correct, but “non-linear” is not).

• Use a hyphen to connect compound words.

III. Quiz Conventions

1. Quiz instructions
• At the beginning of each quiz, Wizzy says: “Now it’s time to check what you’ve
learned. Before taking the quiz, you can review the Resources and Job Tools for this lesson
by clicking the icon next to the directions.”
• For single-select multiple-choice questions.

o One line of directions follows all single select questions in the content area –
“Select the correct answer.”

o Directions in directions area are: “Select the correct answer and click Check
Answer.”

o Positive feedback: “Correct. The correct answer is D.”, plus random positive
visual and audio feedback from Wizzy.

o Negative feedback: “Nice try, but the correct answer is D.”, plus random
negative visual and audio feedback from Wizzy.

• For multiple-select multiple-choice questions.

o One line of directions follows all multiple select questions in the content area –
“Select ALL the correct answers.”

o Directions in directions area are: “Select the correct answer(s) and click
Check Answer.”

o Positive Feedback: “Correct. The correct answers are A, B and D.”, plus
random positive visual and audio feedback from Wizzy.

o Negative feedback: “Nice try, but the correct answers are A, B and D.”, plus
random negative visual and audio feedback from Wizzy.

• For matching exercises

o Directions are: “Drag the items to their respective blank boxes and click
Check Answer.”

o Positive feedback: “Correct.”, plus random positive visual and audio feedback
from Wizzy.

o Negative feedback: “Nice try, but here are the correct matches.”, plus random
negative visual and audio feedback from Wizzy.
• Between questions, on feedback pages, the directions say: “Click the Next Question
button to proceed.”

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 • At the end of each quiz, directions say: “If you’re finished with this lesson, click the
‘next lesson’ arrow at the top of the screen to move to the next lesson. Or, click the
Retake Quiz button to try again or Page 1 to restart this lesson.”

IV. Job Tools guidelines

1. Chunking lesson content.

Where possible, and within reason, chunk lesson content into multiple, discrete Job Tools such
that students can access the content they need without wading through other content in which
they may not be as interested. E.g., in a lesson that parses regional differences in a product,
consider three Job Tools, one for each region. If the lesson contains generic content about the
product that’s common to all regions, repeat that content at the top of each regional-specific
Job Tool.

2. Where it’s instructionally helpful, include graphics from course content in Job Tools – not
all Job Tools should be text-only.

3. Job Tools vs. Resources.

Job Tools are based on lesson content. Resources are supplementary documents – either
separate ABZ Bank/GCM resources or additional content from the scripting process – that are
not repurposed lesson content.

V. File naming and versioning Conventions.

1. Script File Naming.

• Internally, name scripts by course number and mod/lesson number as follows:
cusdeu010002_Lesson2.3_v.1.07.doc.

• Externally, scripts are aggregated into one MS Word document, which contains content
only (no production notes or visuals). Name scripts by course name: AZ-image solutions -
Product Course Text 7-19-2004.doc or AZ-image solutions - Product Course Text 19-July-
2004.doc.

2. Versioning: should be adapted to include any variations in the scripting cycle, but here’s a
general model. This table should be on the first page of every internal script.
Version Date Description Revised By

3.0 Sent to production

VI. Others
• When an LS calls out questions in draft versions of the script, they should take an
educated guess as to which SMEs are best equipped to answer it, and call out "European
SMEs" for example, as the people to whom the question is addressed.
• Explicitly state what content is missing; if some content is crafted by the LS, call it out in
the script.
• Highlight in yellow the Glossary terms that need to be defined by the SME.

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 • Place colons after undefined Glossary terms.
• Avoid using sentences in future tense.
• Avoid sales speak; make the language more factual, less grand.

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