Voice and tone are two important aspects of UX writing that affect how users perceive and interact
with a product. According to the Salesforce User Experience Designer Exam Guide, voice and tone
are defined as follows:
Voice reflects the personality of the brand or product. It is consistent and does not change depending
on the context or situation. Voice conveys the values, mission, and identity of the brand or product
through the choice of words, phrases, and style of communication.
Tone reflects the way the voice speaks to the users. It is context-specific and can change depending
on the user’s mood, goal, and situation. Tone conveys the attitude, emotion, and empathy of the
voice through the use of punctuation, grammar, and formatting.
For example, Mailchimp is a brand that has a distinctive voice and tone. Their voice is friendly,
humorous, and quirky. Their tone varies depending on the user’s experience, such as congratulating
them for a successful campaign, or apologizing for an error. They use a tone map to guide their
writers on how to adjust their tone for different scenarios.
Reference:
: [Salesforce User Experience Designer Exam Guide]
: [Voice and Tone | Salesforce Style Guide for Documentation and UX Writing]
: [Voice and Tone | Salesforce Trailhead]
: [UX writing 101: A beginner’s guide to mastering tone of voice]
: [Tone of Voice and User Experience | UX Magazine]
: [Things I learned designing the voice and tone for our company]
: [How to use voice and tone in UX writing]
: [Voice and Tone | Mailchimp Content Style Guide]
