Applying the right tone in technical documentation enhances clarity, professionalism, and user engagement. This article provides examples of how to adjust tone appropriately based on different content scenarios while maintaining a clear, helpful, and confident voice.
These examples apply to:
Getting started articles
User manuals
Troubleshooting instructions (standalone articles or sections)
FAQs (embedded in articles)
Release notes
Responses to feedback and support tickets
General principles for applying tone
Consistency with voice: Maintain a clear, helpful, and confident voice across all content.
Adapting tone: Adjust tone based on context—neutral, supportive, or encouraging as needed.
Examples by scenario
Getting started articles (welcoming, clear)
Preferred tone: Friendly, guiding, and user-focused.
Not recommended: “The user must complete the onboarding steps before proceeding.”
Recommended: “Start by setting up your account in a few easy steps.”
User manuals (guiding, user-focused)
Preferred tone: Clear, direct, with a focus on user benefits.
Not recommended: “The feature enables advanced functionalities for enhanced productivity.”
Recommended: “Use this feature to simplify your workflow and save time.”
Troubleshooting instructions (supportive, reassuring)
Preferred tone: Calm, clear, and solution-oriented.
Not recommended: “An error has occurred. The system cannot proceed.”
Recommended: “If you see this error, follow these steps to resolve the issue.”
FAQs (simple, direct answers)
Preferred tone: Concise, informative, and easy to understand.
Not recommended: “The password reset process involves several security protocols and user authentication methods.”
Recommended: “How do I reset my password? Go to settings, click ‘Change Password,’ and follow the prompts.”
Release notes (concise, professional, no marketing language)
Preferred tone: Factual, professional, focusing on what’s new and how it helps users.
Not recommended: “We’re super excited to bring you an amazing new feature that’ll blow your mind!”
Recommended: “Added bulk import functionality to streamline data management.”
Responses to feedback and support tickets (clear, respectful)
Preferred tone: Professional, empathetic, and solution-focused.
Not recommended: “Your issue has been noted. We’ll deal with it when possible.”
Recommended: “Thank you for your feedback. We’ve escalated the issue to our technical team and will update you soon.
Quick reference checklist
Use a friendly and guiding tone while maintaining a consistent voice for onboarding and getting started articles.
Apply a professional, factual tone in release notes and troubleshooting instructions.
Keep language clear and concise, avoid overly casual or marketing-heavy language.
Prioritize the user’s needs and emotional state. Be empathetic and respectful in responses to feedback and support tickets.