JM Family refers to its people as associates, not employees. All design system content, examples, and templates use 'associate' when describing the JMF audience.
ContextSeveral content surfaces inherited the generic enterprise term 'employee' from upstream sources (ServiceNow standards, AI guardrails matrices, FAQ templates, policy templates). The internal corporate vocabulary at JM Family is 'associate'; using 'employee' reads as off-brand and externally framed, particularly in content the company itself authors.
DecisionUse 'associate' / 'associates' wherever the design system writes about, or for, JMF people. Applies to ServiceNow article standards, template scaffolds, AI guardrails examples, the AI writing rules, and any rendered prose in the site. 'Employee' remains acceptable only in a quoted or external context.
RationaleTerminology is a low-cost lever with high signal. Consumers (the Hub readers, Ask Hubert users, SN article authors) absorb the system's voice from the examples they see. Using the in-house term aligns the design system with the company's own language and avoids teaching new authors a vocabulary they will have to unlearn.
Alternatives considered- Allow both interchangeably (rejected: produces inconsistency in templates and rendered examples; weakens the voice surface).
- Treat as a copy-edit preference, not a documented decision (rejected: drift will reintroduce 'employee' as new content lands).
Consequences- All occurrences of 'employee' in user-facing content replaced with 'associate' across ServiceNow standards, templates (FAQ, policy, public copies), AI writing guardrails, governance changelog, and the matching JSON sources.
- Future content additions must use 'associate'. Reviewers flag 'employee' in PRs unless quoting an external source.
- Voice & Tone and Grammar & Mechanics inherit this as the canonical term.
Em dashes are removed from rendered prose across the design system. Definitions take a colon, parentheticals take commas, and independent clauses take periods. Em dashes survive only as typographic placeholders and inside code blocks.
ContextEm dashes had accumulated across pages, specs, and templates. Beyond stylistic taste, em dashes are widely read as an AI-generated tell, which undermines the design system's credibility as authored guidance. The editorial voice for teaching content already favors clarity over rhetorical flourish; em dashes were not earning their slot.
DecisionRemove em dashes from prose across the site, content templates, kit-templates, data feeds, and specs. Replace with colons (for definitions or list lead-ins), commas (for short connectors), or periods (for independent clauses). Keep em dashes only inside code blocks, JS/CSS/JSX comments, the Grammar & Mechanics teaching example, and as typographic 'no value' placeholders where text replacements would distort table layout.
RationaleThe design system teaches by example. Prose seen as AI-generated weakens both the perceived authorship and the editorial voice we're asking content authors to adopt. Removing em dashes also forces sentences to commit to a clearer punctuation choice, which usually reads better. The cost is low (mechanical edits) and the consistency value is high.
Alternatives considered- Allow em dashes sparingly with a guideline (rejected: under-specified guidance produced the original drift; a clean rule is easier to enforce and review).
- Replace em dashes only in user-facing pages, leave specs and docs untouched (rejected: agents and reviewers read those files; keeping the tell in internal docs models the wrong voice).
- Switch to en dashes (rejected: still feels stylized; doesn't address the underlying readability or AI-tell concerns).
Consequences- Em dashes removed from prose; remaining instances are in code comments, code blocks, or intentional teaching/placeholder use.
- Grammar & Mechanics is updated so the prescriptive rule matches what the site practices.
- Future PRs that introduce em dashes in prose are flagged in review.
- Reverses the prior 'apostrophes, em dashes, you-address are fine' allowance in the editorial-voice-for-teaching entry; that text was tightened during this audit.
Content section narrows to three entries: Voice & Tone, Grammar & Mechanics, and AI Writing Guardrails. Terminology, Inclusive Language, and Content Patterns are removed from the navigation because their value is either covered elsewhere or unproven for JMF.
ContextAfter shipping Voice & Tone and Grammar & Mechanics, the remaining four Content placeholders were Terminology, Content Patterns, Inclusive Language, and AI Writing Guardrails. A scope review surfaced that three of those four would land as thin pages duplicating content already covered by Voice & Tone, Grammar & Mechanics, or the kit-templates content-standards primer. Adding pages for the sake of completing a section creates clicks-to-disappointment for visitors and maintenance debt for the solo builder.
DecisionRemove three entries from the Content navigation: Terminology, Inclusive Language, and Content Patterns. Keep AI Writing Guardrails as a placeholder because it is strategically distinct (AI-first charter) and warrants a dedicated page when scoped.
RationaleTerminology is covered by the canonical-acronyms and proper-nouns sections in Grammar & Mechanics, plus the plain-words list in Voice & Tone. Inclusive Language has settled, universal rules already shipping in kit-templates/content-standards.md; duplicating them on the site adds no instruction. Content Patterns (how to write notifications, emails, job postings) needs demand evidence before it earns a page; right now the same value is delivered by V&T's error and empty-state sections. AI Writing Guardrails stays because the strategic charter centers AI agents and the rules are non-obvious enough to merit their own treatment.
Alternatives considered- Build all six pages as planned (rejected: three would be thin and duplicative).
- Build a single combined 'Other content rules' page (rejected: hides distinct content under a vague label; worse than dropping).
- Defer the decision and leave placeholders (rejected: every placeholder route is a small broken promise to visitors).
Consequences- Content section now has three entries: Voice & Tone (shipped), Grammar & Mechanics (shipped), AI Writing Guardrails (placeholder).
- The For Content Strategists role page updates its 'How to start' and 'Where to go next' lists to point at Grammar & Mechanics and the content-and-voice anti-patterns instead of the dropped pages.
- If a real domain-terminology problem surfaces at JMF, the answer is a one-paragraph addition to Grammar's acronyms section, not a new page.
- Inclusive Language remains canonical in kit-templates/content-standards.md and ships in the Agent Kit; no public-site teaching page exists.
RelatedSpecsVOICE_TONEGRAMMAR_MECHANICS
Add a top-level content/ folder for domain-specific content standards. ServiceNow knowledge articles are the first instance; the pattern is repeatable for Viva Engage, SharePoint, corporate email, and future internal communications surfaces.
ContextThe existing content layer (kit-templates/content-standards.md) covers product UI strings: voice, tone, plain language, button labels, errors, empty states. It does not cover content surfaces that have their own structure, retrieval behavior, and review workflow. ServiceNow knowledge articles are the first such surface: they are consumed by associates directly and by Ask Hubert, an AI-assisted enterprise search agent. Poor article structure causes Hubert to surface confusing fragments, and trust in the agent erodes. The fix is content quality, not better AI.
DecisionAdd a top-level content/ folder for domain-specific content standards, with surface-specific files at the root and an author-facing templates subfolder. ServiceNow ships first with servicenow-article-standards.md, servicenow-quality-checklist.md, and five article templates. A new root AGENTS.md instructs repo-local agents on the SN article workflow; the existing kit-templates AGENTS.md is left untouched.
RationaleDomain content standards inherit voice, tone, plain language, accessibility, and inclusive language from the existing content and accessibility layers rather than duplicating them. Each surface has its own retrieval profile, structural constraints, and review cadence, which would either bloat content-standards.md or hide surface-specific guidance from the audience that needs it. A dedicated content/ folder keeps standards discoverable for the people who author for that surface, without polluting the Agent Kit shipped to product engineering teams.
Alternatives considered- Expand kit-templates/content-standards.md to cover ServiceNow (rejected: mixes UI string rules with knowledge-article structure; bloats the kit for consumers who do not author SN content).
- Put SN standards in specs/ (rejected: specs are page specs for this site, not reference material for other content surfaces).
- Put SN standards in docs/ (rejected: docs/ is for repo-internal documentation like CHANGELOG and CONTRIBUTING, not for cross-team reference material).
- Bundle SN standards into the Agent Kit immediately (deferred: the kit ships to product engineering teams whose agents rarely author SN content; revisit if that changes).
Consequences- Content standards now live in two trees: kit-templates/ for product UI content shipped via the kit, and content/ for domain-specific surfaces consumed locally.
- A second AGENTS.md joins the existing kit-templates AGENTS.md. The two have separate audiences and should not be merged.
- Future content surfaces (Viva Engage, SharePoint, email) follow the SN pattern: standards file, parallel quality checklist, templates folder.
- The Decision Log surfaces this scope expansion publicly, alongside ADR-008 in docs/DECISIONS.md.
Teaching content uses a blended voice: prescriptive rules and titles, editorial / conversational rationale. This makes the content accessible to a broader audience without losing technical precision.
ContextThe initial anti-pattern entries were drafted in two tones: prescriptive-technical ('Use the semantic token, never hardcode the value') and editorial-conversational ('It's tempting to grab the hex value directly, but here's why that backfires'). Both worked; the question was which to standardize on.
DecisionLean editorial. Keep rules and titles prescriptive and short. Write the *why*, the framing, and the consequences in plain, conversational language. Apostrophes and 'you' address are fine.
RationaleThe educational mission means the audience is broader than engineers. Editorial voice lands for designers, PMs, and content folks while still working for technical readers. A dry reference manual undermines the teaching pillar; an overly chatty doc loses precision in the rule. The blend captures both.
Alternatives considered- Pure technical / prescriptive voice (rejected: alienates non-engineers; the educational mission needs broader access).
- Pure conversational voice (rejected: loses precision in the rule itself and the code examples).
Consequences- Saved as a project-wide feedback preference; applies to anti-patterns, motion guidance, principles, content rules, future material.
- Tables, prop lists, and other strictly reference content stay terse; the rule applies to teaching content specifically.
The six Motion principles are written for our context and not numbered against any external source. NNGroup and Uxcel are listed as further reading, not authoritative subsets.
ContextThe Motion page principles draw influence from Uxcel's '12 Principles of Animation' and NNGroup's 'Animation for UX'. Initial spec language tied our principles to those sources ('a narrowed and recontextualized subset of these twelve'). Question: keep the per-principle attribution, or write them as our own?
DecisionWrite the principles as our own. Use punchier renames ('Ease, don't lurch' instead of 'Easing'). List source articles in Further Reading only, with a closing note that the principles 'stand on their own: they are written for our context and are not numbered against any external source.'
RationaleExternal articles move and renumber. If Uxcel changes their list from 12 to 10 or renames a principle, our citations break and our list looks out of sync. Punchier names also land better with our audience. Sources still get acknowledgment as inspiration, just not as load-bearing structure.
Alternatives considered- Direct quotes with full attribution (rejected: couples our content to external sources we don't control).
- Use canonical names like 'Easing' and 'Offset & Overlapping Action' (rejected: less memorable, more textbook-feeling).
- Drop the inspiration entirely and write from scratch (rejected: the influence is real; attribution is honest).
Consequences- Motion page has 6 self-standing principles.
- Sources credited in Further Reading section only.
- Sets a pattern for future content drawing from external sources: inspire from, don't couple to.