Workplace communication
Keep a shared glossary for recurring terms
A glossary is useful when it resolves recurring ambiguity, not when it becomes a dictionary of every word the organisation uses.
Two teams can use the same word and mean different things. ‘Launch’ might mean public announcement, first customer access or full availability. A shared glossary helps when that difference repeatedly affects decisions, handovers or customer-facing language.
Collect terms from actual confusion. Look at repeated questions, contradictory drafts and meetings that pause to define a familiar phrase. Starting with a small set of troublesome words is more useful than asking everyone to contribute an exhaustive list of jargon.
Define the meaning used in your work
Write a short definition in ordinary language and add a boundary where needed. For a hypothetical publishing team, ‘approved’ might mean that the named final reviewer has accepted a specific version for release. That definition distinguishes approval from informal positive feedback without pretending to be a universal meaning of the word.
Include an example when the distinction is difficult to see. A sentence showing correct use can be more helpful than a longer abstract definition. If two terms are often confused, explain the difference together. A ‘draft’ and a ‘proof’ may need separate expectations about which changes are still welcome.
Keep product names, abbreviations and preferred spellings in the same reference only if that makes the resource easier to use. Otherwise link to the relevant style sheet. Do not create competing lists that must be updated independently.
Make it easy to consult and challenge
Store the glossary where people already look for working guidance. Link to a term when it matters rather than insisting that every new colleague memorise the whole document. The purpose is to support understanding at the point of use.
Assign someone to resolve proposed changes, but allow colleagues to flag definitions that no longer match the work. A glossary should not freeze a confusing convention merely because it was written down first. Where different teams genuinely need different meanings, state the context instead of forcing an artificial single definition.
Review terms after a service change, reorganisation or recurring misunderstanding. Remove entries that add no value and preserve redirects or notes when a familiar term is replaced. A short, maintained glossary is more credible than a large one full of obsolete names.
For public writing, do not assume the glossary solves the reader's problem. Explain unfamiliar terms in the content itself when necessary. An internal reference can align the team, but customers should not need access to it to understand a service page or email.
