A Gas Network
This network distributes gas to almost three million homes and businesses. Like other heavily regulated organisations, their writing often sounded overly bureaucratic. It certainly didn’t reflect the dynamic, community-focused business they aspire to be. By creating a brighter tone of voice, we helped them reconnect with their customers.
What we did
Tone of Voice
Developed a Tone of Voice that delivered the organisation's goals of creating a more human touch – and their corporate ambitions.
Trained over 100 customer service and connections team staff in the new. Tone of Voice through 10 workshops in-house.
Guided the team
Created a guide that could be used throughout the business and aligned the Tone of Voice with the corporate mission.
Ran 2 business writing workshops to help teams with report writing – and deliver a better quality performance report for Ofgem.
Trained the team
"I got a huge amount from the day which I will use from next week! I particularly enjoyed the variety of topics, pace and interactive approach and throughout the day."
Mr X, Business Planning
All the letters and email templates have been refreshed in the new tone. Teams have adapted their writing to the new style. And we think the feedback speaks for itself!