Rhiannon Jones’ article explores how voice and tone shape UX writing, focusing on the balance between consistency and adaptability. She defines “voice” as the personality of a brand’s communication, which remains the same across all content, while “tone” shifts depending on context and user emotions. A strong voice provides clarity and continuity, while adjusting the tone ensures that messages align with different situations and user needs.
To make these principles actionable, Jones recommends creating structured voice and tone guidelines. These should include clear voice attributes and examples of tonal variations for different contexts, such as onboarding messages or error notifications. Establishing these guidelines helps UX writers maintain consistency and create content that connects with users.
