delivering our brand - heathrow airport · 2 heathrow brand identity © heathrow airport limited...

Deliveringour brand

Heathrow’s identity - Version 2.2

2 Heathrow brand identity © Heathrow Airport Limited 2018

Contents

Our brand values 3

Our logotype 7

Logotype sizes 9

Logotype and third parties 10

Logotype legibility 11

Internal Signature 12

Service lock-ups 13

Core and Premium communications 14

Service lock-ups 15

Who has lock-ups? 16

General lock-ups 17

General lock-up application 18

Online banner lock-up application 19

Enhanced lock-ups 20

Enhanced lock-up application 21

Online header lock-up application 22

Parking lock-ups 23

Division lock-ups 24

Colour 24

Core colour weighting 27

Core colour gradients 28

Premium colour gradients 29

Visual language 30

Core and Premium styling 31

Connecting Spheres (Core only) 32

Full bleed with Heathrow logotype 33

Imagery 34

Other visual assets 35

Illustration style 36

Typography 38

Merchandising 41

Media sting 42

Our tone of voice 43

Appendix: presentational and typographic rules 49

Contacts 52


Our brand values

We care

Show we care

Deliver a noticeably better “hub of choice” passenger experience through Heathrow

We’re getting better –

every day

Easier journey

We aremodern Britain

Delight

Heathrow brand values are the foundations to ‘passenger principles’

Val

ues

Prin

cipl

es


Our brand valuesWe care

Top line

We care about our impact beyond our perimeter fence

Elevator pitch

Running one of the world’s great airports is about more than control and competence. It’s about care and responsibility, too. Care for every one of our passengers. Care for our airline customers, service partners and employees; and care that extends way beyond our perimeter fence, for the consequences our business has on the local community, on employment, on regional businesses, on the environment - and the British public as a whole.

Keywords

Think

Consider

Care

We careWe’re

getting better – every day



Our brand valuesWe’re getting better – every day

Top line

We only succeed when we succeed operationally

Elevator pitch

Our purpose is simple: we’re here to help our passengers get to where they want to be, as smoothly and swiftly as possible. Operational success in making that happen is down to every one of us employed on the airport. That is why our commitment to making every passenger’s journey through our airport better. Better every minute, in our constant thought for service delivery. Better every hour, in the way we manage our operation. Better every year, in the way we trial and prove service enhancements; and better every decade, in our steadily improving infrastructure. It’s a mission everyone here is engaged in.

Keywords

Commit

Improve

Enact

We careWe’re




Our brand valuesWe are modern Britain

Top line

Our important place in national life gives us a unique responsibility to represent our country at its best.

Elevator pitch

Heathrow is a microcosm of all that’s best about Britain today: an island, but never insular. An intricate mix of people and cultures - united by openness and helpful good humour. A pride in excellence and a flair for design and creativity. And despite inhabiting a business world of large numbers, a respect for the individual and the different. We’re proud of our enduring role in keeping the country at the centre of the changing world.

Keywords

Competent

Confident

Creative

We careWe’re




Our logotype


Our Primary Purple logotype

Make it your first choice every time. To choose another style, you need a very good reason.

Horizon

The arching curve is known as the Horizon. It represents the earth’s curvature with the atmosphere fading away above.

Variants

The logotype also comes in Glowing Black, Glowing Silver, black (mono) and white.

Exclusion zone

The height of the H sets the minimum exclusion zone. The breathing space you give the logotype is always proportionate to its size.

Our logotype


Logotype sizes

The size of the logotype depends on the size of publication or advert in which it’s going. Measure the signature size by the height of the H in Heathrow.

A3 the ‘H’ height = 9mm



DL the ‘H’ height = 6mm


A7 (ID pass size) = 5mm

48 sheet poster = 85mm

For exclusion zones,see page 7.

Non-standard sizes

For non-standard or larger sizes, adjust the H-height proportionally and apply the same exclusion rules (page 7).

Minimum size

A 5mm H-height is as small as you can go – but only on the equivalent of A7 (credit-card size).


Internal Signature

Our internal signature is the paired set of logotype and strapline. We attach it to all internal communications. We don’t use it on anything passenger facing (External) or ATL activity.

Alignment

For variety and ease of alignment, you have three versions of the signature. The ranged-left version goes on the left-hand side of a piece, the centred one in the middle and the ranged-right signature on the right-hand side. No other alignments are possible.

Exclusion zones

Don’t forget to allow for the minimum exclusion zone. As with the logotype, the height of the H in Heathrow determines its size. The exclusion zone is the same for all three signatures: they all need the same H-sized breathing space above and below, and to right and left.

The H-height also sets the minimum distance between the signature and the edge of an online or offline communication.

Do not use the Internal Signature on external passenger facing comms.


Our logotype and third parties

We do this with dual branding. It shows who’s involved, and allows everyone involved to share the credit and the responsibility.If Heathrow is taking the lead, our logotype should appear in the bottom right-hand corner – allowing the partner brand to occupy the bottom left corner. When Heathrow is in a supporting role, we are more flexible as to where our logotype is positioned.

Alignment depends on the height or length ofthe partner identity and common sense shouldprevail to exact sizing and balance. However, we do use a series of simple preset grids to help you maintain sizing consistency when using partner identities.

Heathrow may be more than the sum of its parts, but its parts are all enormously important. So sometimes the team thinking behind our partnerships, whether with airlines, retail outlets or developers, needs to be expressed visually.

Scale your partner identity until either the width or height reaches the edge of your chosen grid.

The space below the Crossbar of the ‘H’ denotes 1 unit. We have 4 predefined grid layouts. Choose the grid that resembles the partner identity closest. Only use the below grid configurations.

7x3 units

7x3 7x3

4x4 units

4x4

4x5 units

4x5

16x3 units

16x3


Logotype on background tints

Wherever you can, use our preferred Primary Purple logotype. However, you could use White, Glowing Black or Glowing Silver signatures on coloured or dark backgrounds.

Or you cold pick the black (mono) version if you’re worried about legibility or working with a tricky substrate such as vinyl.

The table to the right shows how to choose the right weight of background tint for each logotype or signature.

Accurate reproduction

Always use the artwork provided. Please don’t alter or distort our logotype or signature, or place them within text.

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Logotype legibility

Service lock-ups



E L E G A N C EA N D S T Y L EA R E E T E R N A L

Core and Premium communications

Within the mass of Heathrow communications, there’s room for graphic differentiation. The simplest and most obvious split is between Premium communications and everything else.

Core – covers non-premium, fundamental core services (known as Core services), divisions, corporate and stakeholder communications and all types of general airport and passenger information, whether factual or influential in nature.

Premium – covers a select range of ‘pay-for’or ‘high-end’ offerings including Heathrow Boutique and VIP

Enjoy Rewards

Collect points

with every spend


Service lock-ups

General lock-up example

Enhanced lock-up example

Lock-ups come in two styles: General and Enhanced.

Heathrow offers many unique and memorable services. To make sure they all benefit from, and add to, the value of the Heathrow brand, we’ve developed a series of endorsing pairs – logotype followed by service name – known as lock-ups.

Recommended colour segmentation

The above lock-ups only ever appear on premium comms.

The above lock-ups should not be used with the premium black gradient.

Enhanced lock-ups in gloss black may only be used on white or very pale backgrounds.

The above lock-ups should not be used with the ‘influential’ pink/purple gradient or ‘premium’ black gradient.

Heathrow Rewards is the only lock-up that may be used on both Core and Premium communications.


Who has lock-ups?

HeathrowConsolidationCentre

Serv

ices

Div

isio

ns

Build

ings

/ In

itiat

ives

Spec

ial c

ases

Only passenger-facing services (eg Shop & Collect) or divisions (eg Engineering) can have lock-ups. The list of lock-ups is fixed. No one but the Brand team can authorise the creation of a new lock-up.

For internal initiatives (eg Heathrow Commuter, Be a Star) and places or buildings such as the Heathrow Consolidation Centre, set the full name in Frutiger text, underpinned by our logotype.

Internal Typographic identities

There may be occasions where internal sub-divisions or initiatives require unique treatment. In special cases a ‘Typographic identity’ may be created with the approval of the Brand team.

Heathrow

AirsideHeathrow

BaggageHeathrow

AirportOperations

Heathrow

Finance


General lock-ups

Please do not attempt to create these lock-ups yourself or alter the size relationship between ‘Heathrow’ and the service name. We set strict criteria for lock-ups. For the services or divisions that qualify, we have already prepared lock-up artwork.


General lock-up size and position

General lock-ups come in black (mono) or white in a ranged-left format only. Place them in the top left-hand corner of relevant communications when the Heathrow logotype is present. Choose the version that gives the best effect.

Don’t let your General lock-ups get too big on covers. The size of the word ‘Heathrow’ in the lock-up is width of ‘Heath’ in the Heathrow logotype.

The logotype also fixes the distance of the lock-up from the edge of the document. The spaces above and to the left of the lock-up are the same as the spaces below and to the right (the exclusion zone) of the logotype.

When the Heathrow logotype is not present on the same page, frame or spread, a General lock-up may be placed anywhere at any size.

General lock-up application


70px minimum

70px minimum

General lock-up positioning

Although you can place a General lock-up anywhere within a banner, our preferred position is top left.

The word ‘Heathrow’ should be at least 70 pixels long (for Parking lock-ups, the 70 pixel minimum includes the P icon). Ideal padding is 10 pixels, although you can reduce to a minimum of 5 pixels.

10px

10px 70px min

Online banner lock-up application


Enhanced lock-ups



X

Enhanced lock-up size relationship

Enhanced lock-ups come in Glowing Black, Glowing Silver, black (mono) or white. Place them anywhere at any size throughout a communication providing the Heathrow logotype is not present on the same page, frame or spread. If you need to show both Heathrow logotype and an Enhanced lock-up on the same page, frame or spread, follow the simple sizing guide below.

Enhanced lock-up application

½X

The size of Enhanced lock-ups is fixed when they appear with the Heathrow logotype. The size of the word ‘Heathrow’ in the lock-up is always half the length of the Heathrow logotype.

Sizing relationship is not applicable as the lock-up and Heathrow logotype share different faces.

Correct sizing relationship when using both the Heathrow logotype and Enhanced lock-up.

Terms & conditions available at heathrow.com/rewards apply to the below and to the use of this card

This is not a credit card or an identity card and remains the property of Heathrow Airport Limited

heathrow.com/rewards

Earn rewards on Shopping | Eating | ParkingHeathrow Express | Currency Exchange

6331 5700 0123 4567R E Ward

E L E G A N C EA N D S T Y L EA R E E T E R N A L


Enhanced lock-up positioning

To aid online service identification and orientation, you can replace the Primary Purple logotype with a Glowing Silver or Glowing Black Enhanced lock-up. Putting the lock-up in the masthead reinforces the service’s elevated status. To learn more, ask the Brand team for a copy of our digital guidelines.

Online header lock-up application

152px

19px

19px

26px

49px

17px

15px

21px


Our Parking lock-ups have service text much bigger than the Heathrow logotype for long-distance readability. They carry a parking P icon for easy identification. In most cases, the P is embedded in the lock-up (Fig a).

Sometimes it’s simpler and clearer to identify a batch of Parking lock-ups with a single P icon (Fig b).

(Fig a) (Fig b)

Parking lock-ups



Division lock-ups

To keep all parts of the airport firmly on-brand, we’ve given every externally facing division a lock-up. Here are a few examples.

Division lock-up examples

Please do not attempt to create these lock-ups yourself or alter the size relationship between ‘Heathrow’ and the division name. We set strict criteria for lock-ups. For the services or divisions that qualify, we have already prepared lock-up artwork.

Colour



Colour

Heathrow Purple

C85 M100 Y0 K0PMS 267 EC

r70 g33 b111462170

RAL D8 310 30 40

Highlight Pink

C40 M100 Y0 K7PMS 2415 EC

r159 g20 b1239F147B

White

C0 M0 Y0 K0PMS Black

r0 g0 b0FFFFFF

Heathrow Grey

C33 M18 Y13 K40PMS 430 EC

r110 g117 b1226E757A

Heathrow Light Grey

C21 M11 Y9 K23PMS 429 EC

r165 g172 b175 A5ACAF

Heathrow Light Purple

C60 M70 Y0 K0PMS 2587 EC

r126 g93 b1647E5DA4

Professional, stylish and designed for maximum impact, our colour palette offers great visibility and quick brand recognition.

We love purple. It’s the colour that we and our passengers identify with. We put a dash of Heathrow Purple into everything we do.

But we’re not a single-colour airport. For life and variety, we keep a palette of complementary colours. And we use colours in different ways to help distinguish Premium services from Core use.

Black


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Rich Black


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ASE file available


Heathrow Purple

Core colour weighting

Highlight Pink (No more than 40% coverage)BlackWhite Heathrow Light PurpleHeathrow Light Grey Heathrow Grey

CORE: Factual(Predominantly white)e.g. Security master plan, Uniform guide

CORE: Influential(Predominantly Heathrow Purple) e.g. Heathrow Rewards, Retail, Lobbying piece, ATL

Factual Influential


Core colour gradients

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w P

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Hea

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w L

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Pur

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Hea

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w P

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Hea

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w H

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Pin

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Hea

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Gre

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Hea

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Our three Core colour gradients add depth and texture to Core communications.

The Heathrow Light Grey � White colour gradient is a dynamic alternative to white. Use it full-bleed to unify page elements.

The Heathrow Light Grey � Heathrow Light Purple colour gradient is a dynamic alternative to Heathrow Light Purple. You can use it full bleed, it works best when applied with a degree of opacity.

The Heathrow Purple � Heathrow Light Purple colour gradient is a dynamic alternative to Heathrow Purple.

The Heathrow Purple � Heathrow Highlight Pink colour gradient is another dynamic alternative to Heathrow Purple and works best when used full bleed.

ASE file available

CORE: Factual CORE: Influential

Vignette overlay

Overlaying a colour gradient with a vignette increases the intensity and depth of colour. The vignette is a radial gradient fill multiplied over a colour gradient.

60%K

Vignette

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Colour gradient


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Hea

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Premium colour gradients

Our two Premium colour gradients add uniqueness and gravitas to our premium communications.

The Heathrow Light Grey � White colour gradient is a dynamic alternative to white. Use it full-bleed to unify page elements.

The Heathrow Grey � Heathrow Rich Black colour gradient can be used dominantly to create impact and clear separation from our Core communications.

ASE file available

PREMIUM gradients

Hea

thro

w G

rey �

Hea

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w R

ich

Blac

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Vignette overlay

Overlaying a colour gradient with a vignette increases the intensity and depth of colour. The vignette is a radial gradient fill multiplied over a colour gradient.

60%K

Vignette

0%

Colour gradient

Visual language



Core and Premium styling

Core communications account for the large majority of collateral produced by Heathrow. From simple factual items through to sophisticated influencing campaigns, the Core look and feel is allowed a great deal of flex.

Core communications are identified as either Factual or Influential depending on their purpose and type of content used. We like to keep Factual comms such as guides, plans and operational documents clean and prodominatly white.

When a communication is required to be more Influential in tone such as a campaign or retail sales piece, then the purple gradients can be applied.

Premium denotes a select range of ‘pay-for’or ‘high-end’ offerings. Black is the unique dominant colour. Do not use large areas of black on any Core materials.

CORE: Factual(White)e.g. Security Master plan, Uniform Guide

CORE: Influential(Purple, Purple/Pink)e.g. Heathrow Rewards, Retail, Lobbying Piece, ATL

PREMIUM(Black)e.g. VIP, BoutiquePersonal Shopper, Fast Track

E L E G A N C EA N D S T Y L E

A R E E T E R N A L

RecruitmentApprenticeshipDevelopment

Recruitment | Apprenticeship | Development

heathrow.com/expansion

@yourheathrow

THE CASE FOR HEATHROW

Enjoy RewardsCollect points with every spend

WE’VE BEEN THINKING

ABOUT YOUR HOLIDAY

LONGER THAN YOU HAVE.


Connecting Spheres always bleed. To get the right effect, choose a small section (rarely more than 25% of the whole) containing a crossing point – never two or none. Don’t over or underscale them. We’re looking for shallow dynamic curves rather than great, near-circular loops.

Connecting Spheres (Core only)

Connecting Spheres can provide structure and flow; use them to frame text or images on Core communications where appropriate.

Artwork available

Too

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Two

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No

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You can add further depth and texture by giving Connecting Spheres a subtle drop shadow Make sure the drop shadow is well-diffused, is multiplied and has a maximum opacity of 35%.

Connecting Spheres don’t overlay images, but they do contain or mask them. Connecting Spheres give you plenty of options. You can create larger or smaller areas of white space for text or logotype, or alter the way an image bleeds off the page.


Full bleed with Heathrow logotype

Create clear space with a masking Connecting Sphere.

Introduce a delicate white linear fade from the bottom of the page.

Introduce a Heathrow Purple linear fade from the bottom of the page and use the white logotype.

Introduce a Heathrow Purple to Heathrow Highlight Pink gradient, multiply over the image and use the white logotype.

Don’t let the logotype get lost in a full-bleed image. Here’s how to keep it visible and looking at its best.

When you choose an image, crop it to create a clear, uncluttered area where the signature can shine. If that’s not possible, try one of the techniques to the right.


Imagery

Our imagery should tell stories, sharing moments in airport life on an intimate and grand scale. Confident and single-minded in their composition and usage, they highlight the latent ability of Heathrow to enable and create ‘magic moments’ that have real narrative. We aim to use ‘magic moment’ images at every opportunity.

Planes and places photography is one of the few areas where we think it’s OK to brag. Epic photos with impact and energy show Heathrow’s soul and scale.

Cut-out images help us to maintain the high quality image standards we require, when time or budget won’t allow a location based photoshoot. Use them to reflect our diversity and emphasise passenger satisfaction. Just make sure you ground any full-length cut-outs with a shadow.

• Images should

• Tell a story of ‘Making every journey better’.

• Capture the buzz and excitement of Heathrow by showing genuine passengers using our terminals and facilities.

• Show typical passenger behaviours without appearing posed or staged.


To bring CGI to life, it should feature passengers, staff and core airport activities.

Choose colour photographs every time. Use mono only if the original was shot in B&W.

Pictograms make life easy for everyone. They also comply with our Wayfinding Performance Standard. Don’t recreate them or design new ones without permission from the Brand team.

Supergraphics are super high-resolution images big enough to cover a wall or hoarding.

To help tell our story, we use a wide range of other visual assets.

Other visual assets


0% Realism 100% Realism

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Illustration style

Illstration and animation is a neccessary part of our day to day communications on and off airport. It can be used to convey a process, support photographic imagery or used in it’s own right as a communication format. There is such a diverse range of illustration styles, so it’s important we ensure everything we do follows a basic criteria to maintain brand consistency.

The diagram opposite shows the desired style that complemements the Heathrow photographic style and tone of voice.

Avoid clip art style imagery at all costs - it simply doesn’t fit the quality parameters of Heathrow. Similarly avoid overly stylised, ‘cartoon’ style imagery as well as artistic effects such as watercolour and pencil sketches . Highly detailed, realistic illustration should be avoided as this blurs the lines between photography and illustration - simply use a photograph or live action film instead.

As a guide we like to see ‘vector’ style illustration and animation as it has a clean and contemporary feel that works well on and off line.


Illustration styleBad examples

Here are some illustration styles to be avoided

Character illustration

Although fun, this doesn’t reflect our values or meet the quality standards set by Heathrow.

Stylised illustration

This style simply cannot portray enough useful information and looks overly artistic and stylised.

Cartoon style

This style can show process and concepts well, but it simply isn’t professional enough.

Painted style

Avoid ‘painterly’ illustrations such as watercolour, gouache, airbrush and crayons.

Cartoon sketch

Though humourous, this style isn’t contemporary and not commensurate with a leading hub airport.

Detailed sketch

This may be an accurate interpretation but it doesn’t reflect the contemporay style of Heathrow.

Sketch illustration

Although clearly crafted, this style doesn’t reflect our brand standards and has an overly feminine look.

Detailed vector

Detailed vector illustrations can either look too photographic or feel very ‘cartoony’.

Artistic vector

This is a vector illustration, but it is far to artistic and stylised to meet our illustration criteria.

Super-detailed vector

This style blurs the lines between illustration and photography. In this case photography should be used.


Typography

FrutigerFrutiger 45 LightFrutiger 45 Light ItalicFrutiger 55 RomanFrutiger 56 ItalicFrutiger 65 BoldFrutiger 66 Bold ItalicFrutiger 75 Black

ArialArial BoldArial BlackArial

Primary Font is Frutiger (LT Std)

Choose the Frutiger family for all printed communications apart from ATL. For headlines, tighten the appearance with minus tracking.

All Heathrow PCs have the LT version of Frutiger installed. Always use this family for internal assets like letterhead templates, because other Frutiger families default to system fonts.

Our Electronic Font is Arial

Use Arial for PowerPoint and other electronic communications. With Arial, you can guarantee reproduction in locations and on equipment beyond your control.


TypographyTypography

Frutiger 般信息

般信息Arial вгениюتايثفل

Primary Font is Frutiger

Frutiger ArabicApprox £29 per weight TrueType font - standard on PC

TrueType font - standard on PC

Approx £130 per weightFrutiger Frutiger Cyrillic MS YaHei

MS YaHei

Our Electronic Font is Arial

Arial Arial Arial


Typography

12°

YOU CAN SETHEADLINESIN CAPITALS

YOU CAN SETHEADLINESIN CAPITALS

YOU CAN SET

HEADLINES

IN CAPITALS

Italicised type set in Caps may be rotated by twelve degrees to lend a dynamic “take-off” feel.

Colour options

Feel free to use capitals for headings on ATL, Premium and Governmental consultation communications, just make sure you have a relatively high degree of letter spacing to promote an open and friendly sentiment. Please continue to use sentence case for all other comms.


Merchandising

Merchandise

Don’t put internal initiatives on merchandising. If you’re spending money on customising pens, lanyards and mugs, it’s better to invest it in the Heathrow brand by applying the logotype or signature. Use the Primary Purple version where possible.

Embroidery logotype

Embroidery reproduction can be tricky. To get the best result we have a version of the logotype that’s reserved just for embroidery. Its wider Horizon creates a clear separation throughout its sweep. But you do need a supplier who can produce a stitch count of around 7,000. Please specify silver or dark grey thread (instead of black or white) as they stay looking cleaner for longer.

Wider Horizon forembroidery only.


Media sting

A seamless transition

Start all video content and animations with our centred Primary Purple signature.

You can create an end-frame sting that emphasises content ownership by masking within the Heathrow logotype. To add intrigue and dynamism, apply the masking effect to a still image or preferably a moving sequence.

Heathrow horizon sting

Available from the Brand Team in resolutions up to 4K.

Our tone of voice



One airport, one warm and engaging personality, one way of expressing it

At Heathrow, we’re all working towards the same mission: making every journey better. There may be thousands of us, but only one mission, one set of values and one visual identity. That’s our brand – our corporate personality, if you like – the distinctive look, style and way of acting that the world recognises as Heathrow. And just like any other unique personality, we have a distinctive way of communicating. This is it.

Put yourself in your readers’ shoes

Ask yourself: how does what you’re saying make the journey better?

If you don’t read beyond this page, here’s the one big idea you should take away:

Forget ‘airport’ think ‘passenger’Don’t write about the volume of snow that fell overnight or how hard you’re working to clear it – tell passengers what’s happening to their flights today.

Don’t write about the speed or sophistication of baggage systems – tell passengers how soon they can be out of the airport and on their way.

Our tone of voiceHow Heathrow communicates


Write for one person, not a crowd

The best communications are personal. They’re simple, warm and relevant – they sound as if they were written specially for their readers.

Imagine how you’d explain things if your reader was sitting next to you. No lecture, no grand announcement, no big words they don’t understand. Be human: make it a friendly conversation.

‘You’ and ‘us’

Refer to your reader as ‘you’ and Heathrow as ‘us’. Describe the airport in personal terms: ‘what we can do for you’, not ‘what Heathrow can do for its passengers’.

Avoid jargon

Your readers don’t know about ‘satellite piers’, ‘hub airports’ or ‘codeshares’. Try the parents-and-neighbours test: if they wouldn’t understand a word or phrase, it’s probably jargon.

Be polite

Think in terms of ‘please’, ‘thank you’, ‘after you’, ‘you’re welcome’, ‘would this help?’ etc. You don’t have to use the actual phrases, just put yourself in a polite and helpful frame of mind.

Use contractions

Contractions (‘it’s, ‘isn’t’, ‘you’re’, ‘you’ll’, etc) are part of core speech. They make your writing sound more natural.

Add a dash of humour

Don’t be afraid of humour. It shows you’re human and that you share your reader’s readiness to smile. Keep it gentle; don’t overdo it.

Service: Can’t stop thinking about your holiday?

Neither can we

Retail: Save the best gifts till last, and land extra savings too

Hoardings: Arriving and departing without the coming and going A forecourt redesign to speed you in and out of the terminal

Our tone of voice


In a busy world, say less

You don’t have time to read everything that comes your way; neither do your readers. Concentrate on what they really need to know.

Think of a busy passenger rushing through the terminal. Does your writing speed them on or slow them down? Can they get straight to the information they need or do they have to work their way through an irrelevant explanation?

Does anyone even need to know that you’re conducting a three-month trial or that you’ve installed a new carousel?

Here’s a simple test

Is your writing on the way or in the way?

Our tone of voice


Think like a passenger

Big airports tend to think big: half a million air-transport movements a year, 200,000 passengers a day, 350,000 square metresof terminal.

Forget it. Passengers don’t care about the size of the roof on the new T2 or the speed and capacity of the baggage tunnel. They want to know where they can get a coffee, how long till their flight and whether they can take baby milk on board with them.

Resist the temptation to quote dimensions and statistics. If you want to talk about the T2 roof, say how much brighter the terminal will be with all that natural daylight flooding in. If you want to make a big thing of the baggage tunnel, explain how it saves time for connecting passengers.

Ask yourself: what’s in it for passengers? A popular airport, yes, but not the busiest

One fact that keeps popping up is that Heathrow is Europe’s busiest airport. But where’s the passenger benefit? Given the choice, who would fly from Europe’s busiest (and, by implication, most crowded and overstretched) airport?

To describe Heathrow’s scale in a positive way, you could call it Europe’s most popular airport or you could say that it helps more people fly to more places than any other airport in Europe.

Vital information – keep passengers in the loop

We often have to pass on information about flight delays, operational difficulties or security issues. It’s rarely good news, but it is vital. As always, put yourself in the passengers’ shoes. They’ll want to know how the news affects them and what they can do to minimise the effect.

Clear headlines

‘Flight delays, 10 January’ is far more helpful than ‘Important information’.

Start with the facts: what’s happening and what they can do

‘Please allow extra time.’, ‘Flights to X are running roughly Y minutes late.’, ‘Look for the coaches in the terminal forecourt.’ etc.

Give a brief explanation

Let passengers understand why this is happening and that we are in control of the situation. If you know when it’ll end, say so. Don’t blame anyone.

More information

Keep passengers in the loop. Let them know where they can get more information – on the web, from their airlines, from the screens.

Trust your readers to make up their own minds

Reasons to believe

The airport that says it’s dedicated to customer care, committed to recycling or passionate about community involvement is making big, unproven claims. The airport that describes how it turns its food waste into soil conditioner is doing something about recycling. Which would you believe?

Instead of writing about, say, our commitment to biodiversity (a grand but unsubstantiated claim), talk about the work we do on our wildlife habitats and mention the award we’ve won for it (practical action supported by independent verification).

Write for a diverse global audience

English is a second language for many of your readers. Don’t cut them out of the story. Strike a balance between a writing style that captures the colour and vibrancy of Heathrow and the UK, and copy that’s meaningful to those whose home is elsewhere or whose first language is not English.

• Avoid idioms, colloquialisms and references to people, places or events that are unfamiliar to non-UK readers

• Avoid long or unusual words

Our tone of voice


Writing for the web and social media

Cut your writing back even more. Attention spans for web pages are shorter than for printed pages, and readers tend to scan.

• Reduce complex ideas to short bullet points

• Make your headings clear and add plenty of cross-headings to help readers find what they want

• Bear in mind that many readers will only read headings and cross-headings.

Use the relaxed immediacy of social media to let the Heathrow personality shine through. Just be sure to think your comments through before you post or tweet. Saying the right thing is more important than tapping out an instant response.

Internal and stakeholder communications – the same rules apply (almost)

Whether you’re writing for internal or external readers, your job is to keep it simple, friendly and brief. The content and terminology may be different, but you’re still participating in a one-to-one conversation.

Ask yourself that same telling question: is my communication on the way or in the way?

The detail’s in the appendix

Maintaining a style is all about consistency. That includes the minor details – the capitalisation, bullet points, weights and measures, date formats and spellings that identify your document as a Heathrow document.

Don’t worry, you don’t have to memorise the appendix. If you skip through the appendix now, you’ll know where to look when you do have a query.

Our tone of voice


Abbreviations

Spell out uncommon abbreviations in full the first time you use them. If you’re using the term once only, there’s no need for an abbreviation.

• No stops or spaces in abbreviations: BBC | IATA | Jan | Feb | Coronation St

• If the abbreviation is well-known, there’s no need to write out the full name: M&S | NASA | EU | IMF | CAA

• Don’t use the abbreviations eg and ie in passenger-facing literature. Spell things out in full using phrases such as: for example | that is to say | which means

• Don’t use the abbreviation etc in passenger-facing literature. Explain what you mean: Take your bags and coats etc with you. Take your belongings – your bags, coats, laptops, mobile phones and other electronic items – with you.

Ages

Mention a person’s age only if relevant, for example when writing a news story about a child.

• Put the age in numerals in brackets after the name, or write it out in full: Josh Smith (9) from Staines Congratulations to 6-year-old Holly Brown

Bullet points

• Begin the first word of each bullet point with a capital letter

• No stops at the end of bullet points. Apart from the final bullet point in the list, which does end with a stop

• Where a bullet point consists of two or more sentences, end all but the final sentence with a stop. Apart from the final bullet point, which always ends with a stop.

Capitalisation

Use capital letters sparingly. Just because a word seems important isn’t a reason to give it a capital letter.

• Reserve capital letters for proper nouns – names that refer to unique people, places and events: Queen Elizabeth | Winston Churchill Hillingdon | River Crane | Easter Sunday the National Gallery | the London Marathon | Notting Hill Carnival

• Spell, capitalise and punctuate personal and business names in the style used by their owners, even if it’s not Heathrow style: The Dalai Lama | Moby | PJ Harvey R.E.M. | EstPresso! | will.i.am | easyJet bmibaby | WHSmith | Tod’s | Caffè Nero Marks & Spencer

• Take care to distinguish between a formal title and a general description of a job or role. Capitalise the title, but not the general description: The TV cameras were on hand when Jane Brown MP, the Secretary of State for Transport, became the first government minister to visit Terminal 2. Colin Matthews, BAA Chief Executive, was one of several chief executives who met the Prime Minister yesterday. There was excitement at Heathrow as presidents and prime ministers from across Europe passed through on their way to a conference in London. When Queen Elizabeth opened the first Terminal 2 in 1955, she had been queen for three years.

(See separate entries for capitalisation of Heathrow job roles, teams and locations and headlines and document titles.)

Captions

• Begin the first word of a caption with a capital letter

• No stops at the end of captions

• Where a caption consists of two or more sentences, end all but the final sentence with a stop.

Currencies

• The default currency for values and prices is pounds sterling: £3.60 | £2,000 | £2 billion

• If you quote a value in dollars, make it clear which dollars: US$10 million | C$2,500 A$500 million | NZ$50 | HK$50 | S$5

• Follow references to non-sterling currencies with the sterling equivalent in brackets: €4 million (£3.6 million)

Dates and times

Abbreviations

• In text, spell out days of the week in full. If space is tight in tables and captions, abbreviate to: Mon | Tue | Wed | Thur | Fri | Sat | Sun

• In text, spell out months of the year in full. If space is tight in tables and captions, abbreviate to: Jan | Feb | Mar | Apr | May | Jun Jul | Aug | Sep | Oct | Nov | Dec

Centuries

• Follow the same rules as for numbers. Write out first century to tenth century in words; use ordinals for the 11th century onwards

• Hyphenate when used as a compound adjective: an 18th-century masterpiece

• Flag centuries or years that precede the common era with the letters BCE (stands for ‘before the common era’) separated by a space: Second century BCE | 250 BCE

Dates

• Write dates in the order day month year without the ordinals (1st, 2nd, 3rd, 4th): Two dates stand out: 16 April 2013 and 1 June 2014.

• But it’s fine to include ordinals in phrases such as: The 16th of the month was the busiest day.

• September 11 is uniquely etched on our minds. This is one date that you should not force into the Heathrow format.

Decades

• Write decades as words or as four numerals followed by an s: the sixties | the 1960s

Ranges

• In text, describe ranges of dates in words; don’t use dashes: From March to June 2013, between 12,000 and 15,000 passengers landed at Heathrow.

• In tables or captions, use an en dash to express ranges. For ranges of years, display the final two digits of the end year unless the range crosses the millennium. When the range represents a single financial year, use a forward slash: 14–16 January | March–September 2012 2012–16 | 1998–2002 | 2012/13

• Note that a range that mixes months or years in a table or caption needs a space either side of the en dash: 14 January – 16 February November 2011 – March 2012

Times

• Use the 24-hour clock, displaying times in numerals with a colon to separate the hours and minutes. Insert a leading zero for times earlier than 10:00. Do not write am, pm or hours after the time: 06:45 | 16:15

• When quoting times for non-technical off-airport consumption, for example when communicating to Heathrow’s neighbours in newspaper ads, it may be better to display them as am or pm

• If you’re writing for an international audience, make it clear that the times are for the UK.

Diversity and inclusiveness

Gender-neutral language

• Avoid gender-specific terms: actor / actress | businesswoman / business person | policeman / police officer

• Don’t use he or his when talking about people in general. To avoid clumsy formations like he or she, s/he, he/she or his/her, recast your sentence in the plural: Give your passenger the respect he or she deserves. Give your passengers the respect they deserve.

Spellings and naming conventions

• Heathrow is an international and multicultural airport. Respect the accents, spellings and name forms of the people who travel through it:

Cristina Fernández de Kirchner (Argentina), Recep Tayyip Erdoğan (Turkey), Mehmet Şimşek (Turkey), Wolfgang Schäuble (Germany)

• Be especially careful with east Asian names. In many countries the family name comes before the given name. Check the style of the country; don’t make a guess at the order.

UK, Britain and Great Britain

• Write UK not Britain or unless your meaning is specific: UK = England, Wales, Scotland and Northern Ireland

Britain / Great Britain = England, Wales and Scotland

• Talking about Britishness and cultural traits that are British is fine.

Appendix: presentational and typographic rules


Headlines and document titles

Set headlines, subheadings, cross-headings and document titles in what’s known as sentence case.

• The first word begins with a capital letter

• No other word is capitalised, apart from proper nouns (names like Hounslow, Boeing, Costa Coffee)

• There’s no full stop after the last word

• Use other punctuation marks (commas, question marks etc) in the normal way.

When you refer to documents, publications and brochures in body copy, set the name in italics, not between quotation marks. That way you can follow the capitalisation style of the original document without causing ambiguity.

Heathrow brand and name

We are Heathrow, not Heathrow Airport, Heathrow Airport Limited, HAL, LHR or BAA. In all general contexts, describe us, the airport and the brand as Heathrow.

• The legal entity that operates the airport is Heathrow Airport Limited, a term used in legal or contractual contexts and governed by separate legal definition conventions

• Heathrow Airport is a long-winded way of saying Heathrow

• BAA was dropped from all references to Heathrow or its operating companies in October 2012. Our publicly owned predecessor, British Airports Authority, ceased to exist in 1987.

• Restrict references to LHR to documents for the air-transport industry or explanations of baggage tags.

Corporate, group-level communications: Heathrow is also a collective term for the group (Heathrow Airport Holdings Ltd) that owns Heathrow, Aberdeen, Glasgow and Southampton airports. In this context, the phrase Heathrow and its airports is a good way to describe them all.

Heathrow job roles

When writing about job roles, take care to distinguish between formal titles and general descriptions.

• Capitalise the formal titles, but not the general descriptions:

At Heathrow, you’ll find just about every trade you can think of: plumbers, accountants, engineers, chefs, pilots, computer programmers and PR professionals.

Security Officer Amina Choudary attributes her success to the support she received from her team leader and from senior managers.

James Watson, Heathrow’s Senior Training Manager, urged operations managers to embrace training.

• Capitalise job roles in formal sign-offs and in quotes: Best wishes, Jane Smith Operations Manager

“It’s been a great year.” Sanjay Patel, Head of Passenger Affairs

Heathrow locations

• Heathrow is full of locations that seem important, but are not unique. You’ll find them in every terminal and in just about every airport. They are not proper nouns, so don’t capitalise them:

check-in | departure lounge | arrivals airside | security | control tower

• And there are plenty of locations that are uniquely defined. They are proper nouns:

Terminal 2 | Terminal 5 Eastern Campus | Central Terminal Area

• For internal communications only: Capitalisation can help you distinguish between a location and the activity that goes on there. For example, there are named positions within security known as Loading and Metal Detector. They are where loading (a passenger action) occurs and passengers walk through a metal detector (the physical object):

When you’re working at Loading, you can make things easier by explaining what passengers have to do. You can also help your colleagues at Metal Detector. When passengers have finished loading, tell them to wait till they are called through the metal detector.

Heathrow mission and strapline

Although the typography of the Heathrow mission and strapline – Making every journey better – is defined by the Heathrow brand identity, you can use the words ‘making every journey better’ as part of your copy. Just make sure it doesn’t look like a disconnected strapline.

• Always set the phrase in the same font and colour as the rest of your text

• Do not use or adapt the font used in the logo

• If you use the phrase ‘Making every journey better’ as a headline, set it in the same font as your other headlines. But if you think there’s a chance it might look like a strapline, rewrite it to say something like ‘How we’re making every journey better’.

You can also incorporate the strapline in running text providing you follow the rules.• Do not insert words:

That’s how we’re making every passenger journey better.

• Adding words at the beginning or end is fine: That’s how we’re making every journey better for our passengers and our airlines.

• Changing making to make or makes to fit your sentence is fine: That’s our mission: to make every journey better.

Great service makes every jou rney better.

• Complete rewrites are fine because the words are part of core language:

Everyone at Heathrow works together to make each passenger’s journey through the airport better than the last

• When you refer to the strapline in running text, there’s no need to place it between inverted commas if it forms a natural part of your sentence. Use single inverted commas and an initial capital only when you’re referring to the strapline as an item: Providing art and entertainment in the terminals is a great way of making every journey better. We refer to our mission ‘Making every journey better’ as often as we can.

Heathrow teams, departments and business units

• Use initial capitals for the names of divisions, departments and teams:

Human Resources | Security Airside Operation | Marketing & Insight Capital Finance

• Don’t confuse an internal team name with the general use of the term: Our human resources are a valuable asset, managed by Human Resources. Capital is the division that controls our capital spending, while day-to-day operations are run by the Operations teams.

This naming style differentiates between the team and the work it does. It makes your meaning clearer.

Heathrow visual identity and graphic elements

• Within our Heathrow brand identity, we capitalise ownable elements of our graphic assets. It makes it easier to identify what is unique to Heathrow. Examples are: Heathrow Purple | Premium Label Connecting Sphere | Horizon Core lock-up | Wayfinding lock-up

• Non-ownable elements that are part of core language are not capitalised: strapline | signature | logotype colour gradient

Numbers

Fractions

• In text, express simple fractions as words: half | two-thirds | three-quarters

• Express more complicated fractions as decimals. Add a leading zero if less than unity:

26.2 hectares | 0.65 kilometres

Numbers

• Spell out the numbers one to ten: Roughly four out of every ten passengers come from the UK.

• Express the rest (from 11 onwards) in numerals up to a maximum of six digits:

The new car park will have 1,340 spaces.

• Don’t write out numbers with more than six digits, refer to them as millions or billions. Use a mixture of numerals and words:

4.76 million | three billion | 3.6 billion

Ordinals

• Follow the same rules as for numbers. Spell out first to tenth in words; use ordinals for the 11th onwards

Percentages

• Use numerals followed by the percentage symbol in text and tables: 0.35% | 60%

• In tables, use an en dash to express a range. Write the percentage symbol once at the end: 7–9%

Ranges

• In text, describe ranges of numbers in words; don’t use dashes: From March to June 2013, between 12,000 and 15,000 passengers landed at Heathrow.

Thousands

• Use commas to show thousands in numbers containing four or more digits:

1,260 | 25,000 | 370,000

• Don’t use the abbreviation k to refer to thousands in passenger-facing literature

• If space is tight in tables, use the abbreviation 000s.



Punctuation

Commas

Commas help your readers make sense of what you write. They put your thoughts in order by marking breaks in speed, direction or emphasis.

• No comma before the ‘and’ at the end of a series, ie no serial comma:

At World Duty Free, you can buy wines, beers and spirits.

• Use commas to introduce quoted speech: The CEO said, “This is one more way to

make every journey better.”

Dashes

Take care not to confuse en dasheswith hyphens: an en dash is longer than a hyphen.• Use en dashes in pairs – much like these

here – to emphasise asides. Set them with a space either side

• Use a single en dash to show a change of pace or direction – it’s a bit more emphatic than a comma or a colon

• Use en dashes without spaces either side to indicate ranges of data in tables, but not in text.

Ellipses

• Use an ellipsis (three stops in a row: …) to indicate a pause or a trailing off, as well as for text that has been cut out from a quote. Place single spaces before and after the ellipsis, but none between the stops:

The CEO said, “I’m delighted with the results … Everyone has worked hard to make this our best year yet.”

Exclamation marks

• Use sparingly – and not for adding excitement to mundane information or for reminding readers that you’ve written something humorous.

Full stops

• End every sentence with a full stop. But don’t put stops at the end of headlines or subheadings

• Insert one space only between a full stop and the start of the next sentence.

(See separate entries for stops at the end of bullet points and captions, and in abbreviations.)

Hyphens

• Hyphens make your meaning clearer, especially when you’re using several words to describe something:

A small child-discount A small-child discount A lost luggage-claim A lost-luggage claim The pilot’s drinking water The pilot’s drinking-water Twenty six-metre lengths Twenty-six metre lengths The aircraft stands near Terminal 5 The aircraft-stands near Terminal 5

Quotation marks

• Use double quotes for reported speech• Use single quotes for quotes within

reported speech: A spokesperson said, “A passenger told

me this morning that Heathrow was ‘the best airport’ in Europe.”

• Use single quotes for introducing unusual or specialist terms:

Behind the scenes we talk about ‘wayfinding’. But when we’re talking to passengers, the words to use are ‘signs’ or ‘directions’.

• Don’t use single quotes to hold a modern or colloquial word at arm’s length.

Spellings

Oxford English Dictionary online

To keep spellings consistent, you should follow the online version of the Oxford Dictionary. Add it to your favourites now.

• Where the dictionary offers a choice of spellings, pick the one it lists first:

adviser / advisor cooperate / co-operate focused / focussed

• For a global audience, use British English spellings. If you’re writing specifically for an American audience, use American spellings.

Heathrow dictionary

• Some words or phrases that we use at Heathrow aren’t in the Oxford Dictionary:

gate-room | handling agent holding point | unmin

• Some words we spell in our own way: arrivals | departure lounge | airbridge

glidepath

• And some words have a meaning that’s particular to us:

passenger instead of customer or traveller (Note: We use passengers to mean the individuals that we serve, and customers when referring to business partners such as airlines. Although passengers is always our preferred term for individuals, it’s not right in every context. For example, in communications to retailers, it makes more sense to talk about customers. And business travellers is a commonly used term)

• And there are plenty of abbreviations that your colleagues – maybe even you – will not be familiar with:

CPI | FCC | FI | NOx | NTK | RZ | SPI TSOL | WDF

You’ll find them all in the Heathrow dictionary and jargon-buster. If there’s a conflict between the Oxford Dictionary and the Heathrow dictionary, go with what’s in the Heathrow dictionary.

… ise or … ize?

Words like digitise / digitize, mobilise / mobilize, prioritise / prioritize, itemise / itemize have a choice of endings. No need to look them up; go with the … ise spelling every time.

Telephone numbers

• Display telephone numbers in groups of digits corresponding to area codes. Separate them with spaces. Do not use hyphens or brackets: 0844 335 1801

• If you’re writing for an international audience, add the +44 prefix and put the leading zero in brackets: +44 (0)844 335 1801

Weights and measures

Angles

• In text, express the value in numerals and write the word degrees in full: 35 degrees

• In tables, use the degree symbol: 35°

• Take care not to confuse angles with temperatures. Avoid ambiguity by writing ‘at an angle of…’:

We approached at an angle of 15 degrees.

General measurements

• Use metric measures of weight, length, etc

• Express the amount in numerals, and spell out the units in full:

6 kilograms | 3 kilometres 0.2 millimetres

The runway is 45 metres wide and 3.9 kilometres long.

• In tables, use the standard SI abbreviations with no space between the numerals and the units: 8kg | 3.2m2

• In table s, use an en dash to express ranges. Write the units once at the end:

250–300mm | 5,000–10,000kg | 15–20°C

Temperatures

• Express temperatures in degrees Celsius. In text and tables, write the value in numerals with the °C symbol for the units: 17.3°C



Contacts

Our Brand team reports directly to the Heathrow Executive Committee.

So if you’re putting together any form of passenger, internal, public or stakeholder communication or displays, and you’re not 100% clear on how to apply the Heathrow brand, please do get in touch with us. It’s what we’re here for.

Helette GelderblomBrand & Identity Manager [email protected] M: +44 (0)77 532 98069Responsible for our identity guidelines and ensuring they are adhered to.

Information Services Nigel ClarkeService Information Officer Marketing [email protected] M: +44 (0)7977 875 966Responsible for hoardings, icons, FIDS and any other information requirements.

Heathrow Brand team

Text Wizard Copywriting 43 Scotland Road, Market Harborough LE16 8AX

Chas Walton T: +44 (0)1858 432 917 E: [email protected] W: www.textwizard.com

Ink Copywriters 3A Fountain Buildings, Lansdown Road, Bath BA1 5DU

Tom Cheshire (Main contact) T: +44 (0)1225 731 373 E: [email protected] W: www.inkcopywriters.com

No-Nonsense Design 14 The Chilterns, Hitchin, Hertfordshire SG4 9PP

Keith Perry Creative Director T: +44 (0)1462 632 355 E: [email protected] W: www.nononsensedesign.co.uk

The Team30 Park Street, London SE1 9EQ

Cliff Ettridge T: +44 (0)207 842 3000 E: [email protected] W: www.theteam.co.uk

Chaos 32 High Street, Guildford, Surrey GU1 3EL

Evylene Mckenzie Client Services T: +44 (0)1483 557 811 E: [email protected] W: www.chaosdesign.com

Creative Triangle Studio A312, 31 Rutland Street, Leicester LE1 1RE

Joanne McBean Design Consultant T: +44 (0)1162 533 407 E: [email protected] W: www.creativetriangle.co.uk

Ingenious Ideas Mill Yard, 24A Guildford Street, Luton, Bedfordshire LU1 2NR

John Mason Strategy & Creative Direction T: +44 (0)7791 186 396 E: [email protected] W: www.ingenious-ideas.co.uk

Copywriters Design agencies


Contacts

Havas London Cupola House, 15 Alfred Place, London WC1E 7EB

Caroline Saunders T: +44 (0)20 7240 4111 E: [email protected] W: www.havaslondon.co.uk

Advertising & Strategic

Heathrow Photo Library Michael Furze Library Manager T: +44 (0)1992 501 134 E: [email protected] W: www.photolibrary.heathrow.com

Heathrow Video Library Peter Hale Account Director T: 07720 683 763 E: [email protected] W: www.thinktmb.com

Red Zulu Ivy House, Newcastle Craven Arms, Shropshire SY7 8QL

John Owens T: +44 (0)844 800 0391 E: [email protected] W: www.red-zulu.com

Heathrow merchandising site ww.redzulu-heathrow.co.uk

Servicepoint UK Can cover all three areas of print. Also specialise in data driven print and online ordering. Responsible for business cards and printed stationery.

Horton Road, Unit 6 Liddall Way Ind Estate. West Drayton, London UB7 8PG

Andrew Pitt T: +44 1895 430090 E: [email protected] W: www.servicepointuk.com

Xpress Group Specialists in digital and large format work. Have previous experience and knowledge of airport installations.

Unit 30-32 The Bell Centre, Newton Road, Crawley, West Sussex RH10 9FZ

Adrian Marshall T: +44 (0)1293 616 848 E: [email protected] W: www. xpress-services.co.uk

FT Solutions Specialists in digital and lithographic print. Can provide effective subcontracting for more complex jobs eg security printing.

Centris Business Park, Mead Lane, Hertford, Hertfordshire SG13 7GX

Sarah Daly T: +44 (0)1753 748 400 E: [email protected] W: www.ftsolutions.co.uk

Lea Valley Colour Specialists in large format work and on-airport installations.

Unit 4B, Charlton Mead Lane South, Hoddesdon, Hertfordshire EN11 0DJ

Kevin Watkiss T: +44 (0)1992 443 461 E: [email protected] W: www.lea-valley.co.uk

Service Graphics Specialists in large format work, also have experience installing on-airport.

Units E1-4, Barwell Business Park, Leatherhead Road, Chessington, Surrey KT9 2NY

Scott Dunn T: +44 (0)1159 587 379

M: +44 (0)7826 905 272 E: [email protected] W: www.servicegraphics.co.uk

Video and Photography

Merchandising

Printers

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