Read something the other day that stuck in my head. It went something like this:If a website were a person, then the design would be how good looking they were, and the content would be their personality.
When a business messes up, it can actually increase customer loyalty if it deals with the mistake carefully and courteously enough. YouTube don't seem to have heard that. Here's a textbook example of how not to write your less prominent bits of copy.
There's an interesting article over at Profwriting.com pondering on 'tone of voice'. Tom Scott, a lecturer on the professional writing course at University College Falmouth, wonders whether tone of voice isn't just another way of saying style. So when we go on about tone of voice are we really referring to a brand's style?