You hear a lot about brand voices and personalities in content conversations. A brand’s voice doesn’t change much. A brand’s tone, on the other hand? It has to change, depending on both the situation and the person at the other end of the content. Our tone of voice not only affects the user’s emotional state, but it should also be informed by the user’s emotional state—that means our tone is constantly changing…The right tone of voice can turn someone’s confusion into trust, skepticism into optimism, boredom into curiosity. The wrong tone of voice can turn someone’s interest into annoyance, anticipation into disappointment, frustration into full-on anger. That’s a big responsibility, and the best way we can handle that responsibility is to be empathetic writers. MailChimp.