Address the reader as you
In general, address the reader of your documents using the second person instead of the first person: use you or your instead of we, our, or us. Assume that the reader is the person who's doing the tasks that you're documenting. Use the word user only to refer to the user of the software that your reader is developing.
|The following sections describe how you can create a website.||The following sections describe how we can create a website.|
|Consider adding a description to your table.||Let's add a description to our table.|
|This document shows you how to develop an app for your organization.||This document shows the user how to develop an app for their organization.|
If you're telling the reader to do something, then use the imperative (the you is implied). For example:
Recommended: Click Submit.
Use first-person plural pronouns carefully
It's OK to use first-person plural pronouns (such as we, our, or us) to refer to the organization that's represented as the author of the document. However, ensure that the antecedent for the pronoun is clear.
Recommended: Example Organization provides A and B, but we don't provide C and D.
Recommended: For more information, contact our sales organization.
Recommended: The example.org support team regularly reviews tickets. Expect to hear from us in 2-3 business days.
Address your audience consistently
It's important to identify who the you is that you're addressing (a developer? a sysadmin? someone else?) and to be consistent about that. Make it clear to the reader who you expect them to be (sometimes with an explicit audience sentence near the beginning of the document).