Practice
Brand voice
Brand voice is the consistent personality and register a business uses across everything it publishes, including review replies.
Review replies are where voice is most visible and most often abandoned, because they are written under pressure and frequently delegated without guidance.
A documented voice — three adjectives, a do-not list, and two worked examples — is usually enough to keep replies consistent across several people.
In practice
Write down the voice before you delegate the replies, not after the first one goes wrong.
Common questions
- How do I keep replies consistent across staff?
- A short written voice guide with worked examples beats a template library, which staff paste verbatim and readers notice.