Studies have shown that using personalisation engages learners more. This can be done by engaging in a conversation
Speak directly to the customers: When aiming for a friendly, conversational style, use the second person (you) to address customers, so it feels like the product is speaking directly to them. In addition, use contractions because they convey a friendly tone. While common contractions such as you’ll and can’t are fine, avoid less standard ones such as:
- This’ll for ‘This will’
- What’ll for ‘What will’
So, rather than:
Looks like your payment did not go through. Sorry, but we could not renew your membership.
Use
It looks like your payment didn’t go through. Sorry, but we couldn’t renew your membership.
Can you ever use ‘we’ or ‘I’? In some cases, for example, if the company has inconvenienced the user in some way we might say “We’re sorry, this page is temporarily unavailable.” Alternatively, you could say something like “EcoOnline recommends you switch to Microsoft Edge”.