What is tone in your writing?

Tone in writing is the mood, and feel given by your words. It determines how professional you sound, how urgent your message seems, and how much knowledge it seems that you have on the topic.

Why is tone important for us at SITE?

Tone is important for us as it will help us build trust with our guests, and ensure that they feel heard, and understood. It also creates consistency, so anyone in the business writing an email, will sound the same as any other person in the business. It gives a universal voice to all of our communication.

What does tone look like? In the two examples below, you will see that one response has a flat tone, while the other has an excited tone. Which do you think would fit better as a response to someone that has put a lot of planning into their child birthday and is looking forward to making a great day for their child? (It’s the more excited one)

Hi Jenny,

That’s great that you have chosen SITE for Jimmy’s birthday party. We can’t wait to show Jimmy and his friends a good time and teach them some new skills. We will be ready for you at 12:30 on Sunday. In the meantime, feel free to reach out if you need anything.

Thanks,

Hi Jenny,

Thanks for booking with SITE. We will see you next weekend on Sunday at 12:30 for Jimmy’s birthday. Let me know if you have questions.

Thanks,

If you were a parent, which reply would make you feel that your child was going to have a birthday party to remember?

The next section will dive into what we can do to control tone and write more effective communications with it.