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When answering questions on Facebook…

Watch out for the trap of sounding like a corporate spokesperson. “We appreciate your feedback” is not how normal people talk to each other. You sound like a cold, uncaring robot.

Use the exact same tone as if you were talking to someone face to face. “Hi Susan. Thanks for the question. I’ll look into it and see what I can do for you.”

I. You. Thanks. O.K. Real-people words.

Read everything you type out loud before posting. Don’t type sentences you wouldn’t say to a friend.

Email to a friend:

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