How the brand voice adjusts to a particular moment, audience or channel, for example more cheerful in a festive post and more careful in a reply to a complaint.
Example
Meera keeps the same voice, but her tone is playful in a Navratri Reel and calm and apologetic when a customer complains on WhatsApp about a delayed alteration.
How you'll hear it
“Right voice, wrong tone: you can't joke in a refund reply.”
Don't confuse it with
- Brand voice: voice is the constant personality; tone is how that personality adjusts to each situation.
Related terms
Sources
- Voice and tone, Mailchimp Content Style Guide
- The four dimensions of tone of voice, Nielsen Norman Group