Voice & tone
How we write at Kiwi.com.
We’re open about as many things as possible. We work to build trust to create productive, long-lasting relationships.
This means being open about our decisions and the factors that influence them. We don’t share anything that users have shared with us in confidence. Sharing private user information violates the trust that we want to develop.
We share what we do, including our open source software, and why we do it. We don’t share private data.
Be public by default
When there’s space, share the reasons for decisions and options. When there are problems, clearly communicate how we’re working to fix them.
Make consequences clear
Use clear language and present clear consequences (don’t add fluff around them).
Never lie to anyone for any reason.