The Microsoft Voice, Part 4: Listening Is the New Helpful
How UX writing shows our human side
In this series on the Microsoft Voice principles, we’re sharing some of our internal videos about writing with the content design community. This week, we explore the third principle: ready to lend a hand.
The principle of being ready to lend a hand reminds us to keep our eye on what the customer might need in any given moment. It asks us to keep a humble tone that can genuinely bring a listening spirit. For example, when throwing an error message at your customer, give them a solution to try rather than a nonsensical code to confound. Acknowledge that they are likely frustrated, and if your solution can’t help everyone, be upfront about it.
Fundamentally, readiness to lend a hand is about empathy. And empathy is really all about mindset. It’s an approach, not an outcome — tough territory when those pesky mindsets demand reflection, iteration, and a customer-focused starting point. It means trying to do the right thing for the people on the other side of your product or experience. And what personally resonates is the importance of listening to another person, hearing their needs and doing whatever we can to meet them there.
Check out the video above for more on this principle. We’re interested in your thoughts.
Learn more about the overall philosophy of the Microsoft Voice Principles, or dive right in to the details of how we keep our communications both Crisp and Clear and Warm and Relaxed.
Special thanks to Kirsten Ballweg, Brian James, Evan Pederson, Joline Tang, Juan Sanchez and Liz Vital, Grace Queen, and Jenna Jaco for working on the article and the video. Awesome work.
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