Your replies and direct messages in the community exist in that foggy space between your company’s voice and your personality.
You have vague rules about how the company should speak, but no-one is paying too much attention. This presents an opportunity. Use that fog as a cover to push the boundary a little.
Add a little more humour and personality. Say the things you can’t say via the help center or FAQ. Mirror the tone of voice of your members.
And take a lot of screenshots of the positive response.
Prove how much adding a little personality improves the tone of discussion and sense of community. Get external validation for the approach before you try to push it internally. Post the screenshots on Reddit and pitch the story to press.
Without external validation, people will only see a legal/reputational risk. So work in the shadows to get that validation.
