Write so people know what matters and what to do
A practical voice guide for everyone who shares updates at Northstar Services, a fictional organization used for these examples.
Keep the facts steady, make the next step easy to find, and write with warmth and respect.
One update, made useful
Fictional example: service desk hours change from 8:00 a.m.–6:00 p.m. to 8:30 a.m.–5:30 p.m. starting Monday, 14 September. The contact route stays the same.
Message
- Vague draft:
- Please note the service desk has new hours. Thanks for your understanding.
- Clear, warm version:
- From Monday, 14 September, the Northstar service desk is open 8:30 a.m.–5:30 p.m. If you need help outside those hours, use the usual support request route.
What improved
- Vague draft:
- The change and next step are unclear.
- Clear, warm version:
- The date, hours, and action are explicit; the tone stays direct and considerate.
Go straight to the guidance you need
Choose a page based on the message you are working on.
Voice principles
Make a draft warm, clear, and action-oriented.
Write by channel
Adapt the format without changing the facts.
Adapt for your audience
Give each group the context and action it needs.
Sensitive messages
Know when to pause and seek review.
Tools and ownership
See the example responsibilities and review cycle.