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name: brand-voice-development description: Provides brand voice and verbal identity frameworks including Bloomstein's BrandSort, Nielsen Norman Group's Four Dimensions of Tone, Aaker's Brand Personality, the "this but not that" technique, tone adaptation matrices, and voice documentation templates. Auto-activates during brand voice development, verbal identity work, and tone guidelines creation. Use when discussing brand voice, verbal identity, tone of voice, voice guidelines, brand personality traits, BrandSort, message architecture, Margot Bloomstein, Nick Parker, four dimensions of tone, this but not that, or tone matrix.

Brand Voice Development Framework

Quick reference for developing brand voice and verbal identity using established methodologies from leading voice strategists.

"You have the same voice all the time, but your tone changes. You might use one tone when you're out to dinner with your closest friends, and a different tone when you're in a meeting with your boss." — Mailchimp Content Style Guide

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Key Distinction: Voice vs. Tone

Concept	Definition	Consistency
Voice	Brand's personality expressed through language	Always consistent
Tone	How voice adapts to different contexts	Varies by situation

Analogy: You have the same voice whether talking to your boss or your friends — but your tone changes.

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Core Methodologies

1. Bloomstein's Message Architecture & BrandSort

Created by: Margot Bloomstein

The Process:

1. Sort attribute cards into three piles:
   • "Who you are" (current perception)
   • "Who you'd like to be" (aspirational)
   • "Who you're NOT" (actively rejected)
2. Prioritize: From "who you'd like to be," create hierarchy of 8-12 attributes
3. Unpack abstract terms: Make "innovative" or "trustworthy" concrete
4. Content audit: Evaluate existing content against the architecture

Key Principle: Balance user needs with brand identity — being exclusively user-focused leads to bland sameness.

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2. Nielsen Norman Group's Four Dimensions of Tone

Research-backed framework for plotting voice position:

Dimension	Spectrum	Example
Formality	Formal ←→ Casual	"We appreciate your inquiry" vs "Hey, good question!"
Humor	Serious ←→ Funny	Straightforward vs witty
Reverence	Respectful ←→ Irreverent	Traditional vs rule-breaking
Energy	Matter-of-fact ←→ Enthusiastic	Neutral vs excited

Application:

• Plot intended position on each dimension
• A brand CAN be serious AND casual (like a friendly financial advisor)
• Avoid landing exactly in the middle on all dimensions — that's generic

Research Finding: Casual, conversational tone increased trustworthiness by 0.3 points on a 5-point scale.

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3. Aaker's Brand Personality Dimensions

The most influential academic framework (Stanford, 1997):

Dimension	Sub-Traits
Sincerity	Down-to-earth, honest, wholesome, cheerful
Excitement	Daring, spirited, imaginative, up-to-date
Competence	Reliable, intelligent, successful
Sophistication	Upper class, charming, glamorous
Ruggedness	Outdoorsy, tough, masculine

Usage: Identify 1-2 primary dimensions for your brand as starting point.

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4. "This But Not That" Technique

Used by Slack to add nuance and prevent misinterpretation:

Voice Attribute	Constraint	Why It Matters
Confident	but not cocky	Sets boundary on confidence
Witty	but not silly	Humor with purpose
Friendly	but not ingratiating	Warmth without being desperate
Conversational	but always appropriate	Casual yet professional
Intelligent	and treats users as intelligent	Respects the audience

Key Principle: The "not that" constraint prevents common misinterpretations.

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Complete Verbal Identity System

A comprehensive verbal identity includes 8 components:

#	Component	Description
1	Voice Attributes	3-5 core traits with definitions and "this but not that" refinements
2	Tone Guidelines	How voice adapts across contexts, channels, emotional states
3	Messaging Architecture	Purpose, value propositions, elevator pitch, key messages
4	Naming Conventions	Product/feature naming system, hierarchy
5	Verbal Distinctive Assets	Ownable phrases, signature words, coined terms
6	Vocabulary Guidelines	Words to use/avoid, jargon policy, inclusive language
7	Grammar & Mechanics	Sentence structure, punctuation, contractions, emoji policy
8	Examples Library	Before/after rewrites, good/bad examples, templates

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Tone Adaptation Framework

Tone Matrix by Channel

Channel	Tone Adjustment
Social Media	More casual, engaging, playful
Marketing/Ads	Confident, benefit-focused
Customer Support	Empathetic, helpful, clear
Legal/Compliance	More formal, precise
Product UI	Concise, action-oriented

Tone by Emotional State (Mailchimp's Approach)

Reader's State	Tone Response
Happy/successful	Match their energy, celebrate
Confused	Be patient, clear, helpful
Frustrated/angry	Be empathetic first, then helpful
Anxious	Be reassuring, concrete, specific

Slack's 5 Copy Principles

1. Be clear and simple — Aim for comprehension
2. Anticipate (and answer!) the readers' questions — Be relevant
3. Be intentionally playful and bold — Delight without distracting
4. Build appropriate emotional connection — Be generous with warmth
5. Help people envision the possibilities of a better future

The best copy demonstrates at least 3 of these 5 principles.

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Voice vs. Messaging vs. Positioning

These are often confused. Clear distinctions:

Element	Definition	Answers	Scope
Positioning	Strategic foundation for perception	"Why choose us?"	Internal strategy
Messaging	Content and narratives communicating positioning	"What do we say?"	External content
Voice	Personality and style in which you communicate	"How do we say it?"	Applied everywhere

How They Work Together:

• Positioning determines WHAT makes you different
• Messaging translates that into WHAT you say
• Voice determines HOW you say everything

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Common Mistakes & Anti-Patterns

#	Mistake	Pattern	Fix
1	Being Generic	"Innovative, customer-focused, passionate"	Use the "airport test" — recognizable without logo?
2	Inconsistency	Different teams, different styles	Central guidelines, train all teams, voice champions
3	Stripping Personality	Product specs overwhelming message	Voice makes complexity simple
4	Copying Trends	Everyone trying to sound like Oatly	Ground in authentic brand values
5	Ignoring Audience	Voice reflects company, not customer	Research audience preferences first
6	Vague Guidelines	"Be friendly" without definition	Add concrete dos/don'ts with examples
7	Create Then Forget	No enforcement or monitoring	Regular audits, ongoing training, metrics
8	Ignoring AI Era	Guidelines don't work with AI	Create AI-specific guidelines with prompts

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Workshop Exercises

Exercise 1: Adjective Card Sort (15 min)

Sort attributes into "You Are," "You Are Torn," "You Are Not." The "Not" pile is as valuable as "Are."

Exercise 2: Sliding Scale Spectrums (10 min)

Place brand on spectrums: Conservative ←→ Extravagant, Fun ←→ Serious, Traditional ←→ Modern.

Exercise 3: Brand as a Person (15 min)

Questions: What would they do for work? Wear? Never say? Who would they befriend? What annoys them?

Exercise 4: Content Audit (20 min)

Review 10 recent pieces. Read aloud. What feels authentic? What makes you wince?

Exercise 5: Competitive Voice Analysis (20 min)

Review competitors' communications. Identify patterns. Find differentiation opportunities.

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Brand Voice in the AI Era

The Challenge

AI produces content at scale, but without clear voice instructions, output sounds generic.

Solutions

AI-Specific Guidelines:

• Distill voice into 3-5 adjectives with explanations
• Provide extensive examples
• Include prompts that work with your voice

Custom GPT Instructions:

• Build assistants with pre-set voice parameters
• Upload documentation, samples, approved phrasing
• Test outputs and refine

Human Oversight:

• AI doesn't understand brand history or nuance
• Always review before publishing
• Use AI for drafts, humans for refinement

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Key Statistics

• Tone impacts trust: Casual tone increased trustworthiness by 0.3 points (Nielsen Norman Group)
• Voice drives conversion: Monzo achieved 500% increase in overdraft uptake through messaging
• Voice affects downloads: Monzo's optimized copy led to 15% jump in app download clicks

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Exemplar Brands

Brand	Voice Approach	What to Learn
Mailchimp	Gold-standard style guide	Comprehensive documentation, open-source
Slack	"This but not that" + 5 Principles	Nuanced constraints, developer-friendly
Monzo	Training across 700+ employees	Voice as business driver, metrics
Oatly	Irreverent stream-of-consciousness	Distinctive voice creates recognition

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Selection Validation Tests

Test	Question	Pass Criteria
Airport Test	Would you recognize this without seeing the logo?	Immediately identifiable
Consistency Test	Can we express this across all touchpoints?	Translates everywhere
Audience Test	Does this resonate with our customers?	Matches their expectations
Authenticity Test	Does this feel true to the founder/brand?	Not forced or performative
Differentiation Test	Does this stand out from competitors?	Distinctly different

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Templates

See reference/templates.md for:

• Voice Attribute Card Template
• Tone Matrix Template
• Voice Guidelines Document Template
• Before/After Examples Template
• AI Voice Prompt Template
• Voice Summary Card Template
• Output Validation Checklist

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When to Apply This Knowledge

During Voice Discovery

• Use BrandSort methodology
• Plot on NNGroup four dimensions
• Apply Aaker personality dimensions

During Voice Refinement

• Apply "this but not that" technique
• Create tone adaptation matrices
• Develop vocabulary guidelines

During Voice Documentation

• Complete all 8 verbal identity components
• Build comprehensive examples library
• Create AI-ready guidelines

During Validation

• Run all 5 validation tests
• Check against 8 common mistakes
• Verify with airport test