A strong email writing tone of voice is what allows people to “hear” the person behind the words.
This article is part of our Service Series — reflections and lessons on how service is designed, delivered, and experienced, from Frontline conversations to leadership choices.
A Service Head Gave Me a Compliment
She said:
When I read your emails, I can hear your voice.
That was years ago — before ChatGPT and all the generative writing tools we have today. In the age of AI, that compliment feels more important than ever.
Because whether we’re writing a work email, a thank-you message, or a note to a colleague, there’s always a question under the surface:
Will people hear your voice?
Not just your grammar.
Not just your words.
But you.
And an equally important question to ask yourself is this:
Will you be proud of what they hear?
Intention Matters When You Write
Anything you write is a chance to connect — and leave an impression.
AI can speed things up, and that’s useful. But it can’t replace your personality, your experience, or the stories that shape the way you communicate.
In our email writing classes, I sometimes ask participants to read excerpts of their own emails — out loud to the group.
After listening, I’ll turn to the room and ask:
“Is that really how Cindy, or Asri, or Stefan sound — when they’re at their best?”
People laugh — and the answer is usually no.
That didn’t sound like Cindy or Asri or Stefan at all.
They’ll add, “That sounded…”
- Officious
- Curt
- Over the top
- Vague
- Artificial
Maybe this week, take a moment before you hit “Send” and ask yourself:
Can the person I’m writing to hear my email tone of voice in this message?
And will I be proud of what they hear?
Related reading: Why Manners Will Always Matter
A Footnote on “Best Self”
I’m sometimes asked what I mean by best self.
My answer is this:
Your best self shows up when you choose to connect with the person in front of you — and make helping them a priority over judging them.
Thank You for Reading!
I regularly share stories, strategies, and insights from our work across Contact Centers, Customer Service, and Customer Experience. If this resonates, I’d love to stay connected.
You can drop me a line anytime, or subscribe on our site.
Daniel Ord
[email protected]
www.omnitouchinternational.com
