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Tone of voice training

Services: Brand strategy and development/People and team development/Strategic communications
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Tone of voice and plain language business writing skills

Sudden and enforced changes to working practices because of the coronavirus pandemic prompted several clients to contact us for support and training in writing skills. Faced with delivering services more by email, online, social media and other digital channels, organisations needed to look afresh at the style and standards of their writing.

For some clients, we had already developed tone of voice guidance as part of branding projects. So we followed this up through online consultation with customers and staff training to make sure that everyday contact and correspondence matched the brand identity. In other cases we helped help organisations modernise their writing towards a more personal, conversational and plain language style that boosts efficiency and gets results.

As well as teaching people new tips and techniques for thinking about, planning, structuring, drafting, checking and improving their words, we also edited a large amount of template letters, forms and web content. This gave people a much stronger platform for future services delivered remotely and from home.

Clients who benefitted from this support include Orbit, Grand Union Housing Group, Greatwell Homes, Communities that Work, Livv Housing Group, Teign Housing and Connect Housing. We also produced a number of bespoke writing guides.

This was a huge partnership project with Creative Bridge to make sure all of our customer communications are written in easy-to-understand plain language. We’ve seen quick results and really positive engagement throughout the organisation.
Aileen Evans, chief executive, Grand Union Housing Group