Tone mapping

While voice stays consistent, tone is the emotional inflection that changes based on context. It's how your voice sounds happy, concerned, or matter-of-fact depending on the situation. Tone mapping ensures consistent emotional intelligence whether you're handling payment failures, celebrating achievements, or guiding new users.

To begin with, map scenarios along two axes: user emotion (frustrated to delighted) and context urgency (low to critical). Plot each scenario on your matrix, then assign the appropriate tone based on its position. A forgotten password (mild frustration + low urgency) falls in the "calm and helpful" quadrant. System outages (high frustration + critical urgency) land in "empathetic and efficient" territory.

Document specific language patterns for each tone. Celebratory might use exclamation points and dynamic verbs. Supportive avoids technical jargon and includes clear next steps. These concrete guidelines help you match the tone to the situation without lengthy deliberation.