Our voice is professional, concise, and informative. Our goal is to provide accurate information with efficiency and precision. We accomplish this by following these principles: 

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• Formal: Our voice is professional and organic

• Simple: Information should be short and to the point. Text bodies should not take up excess space.

• User Friendly: Agents will be able to find information quickly without navigating through and excess of verbiage. Ultimately, our goal is to create a pleasant user experience that does not impede or get in the user's way. 

The Knowledge Base exists to inform agents, not to teach or entertain. Everything written is informational and useful. Information on articles should be logically sound and clear, ensuring that nothing has hidden meaning or enigmatic motives. 

The Knowledge Base is written for the agent, not the member. All pages should be written to the agent and FAQs should be written from the perspective of the agent instead of the member.

For example, "How can members use their AR on their Virtual Office?" is an appropriate FAQ, whereas "How can I use my AR Balance on my Virtual Office?" is not. 

The Knowledge Base point of view may change with different situations. We should strive to use the following guidelines:

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1. Third-person (avoid using pronouns)

2. If third-person doesn't work, use second-person (imperative sentences are preferred to using pronouns when possible)

• Wrong: "If this happens, you should submit a ticket." 

• Right: "If this happens, submit a ticket."

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First-person point of view should never be used unless given to us in a pre-approved word track or FAQ that can't be edited.