Here are some tone of voice guidelines:
- important to consider language and voice for audience
- Your voice is your personality
- use terms that your audience know
- don’t create a new personality – stay on brand
- doesn’t have to be casual because it’s in messenger
- use active voice rather than passive e.g. “Breaking news is delivered by BBC” is not as clear, short or simple as, “BBC delivers breaking news.”
- use contractions e.g. “We cannot wait to get started” feels robotic, whereas “We can’t wait to get started” feels light and casual.
- be transparent, descriptive and informative with interactions
- be direct about capabilities
- hand hold people through the journey
- confirm their actions
- show you’re listening
- don’t keep people waiting for a response, if you don’t know the answer acknowledge it
- people need to understand how to interact to stay engaged
- consider all conversation routes
- think internationally
- not all words / phrases translate in text form
- Be deliberate about language, editorial voice, length of messages, and even speed of response.
*Tip: Check tone of voice with this analyzing tool .