Consistency without sounding automated.
WHAT THEY PROVIDE
Speed Consistent accuracy Fewer errors in complex instructions
WHAT THEY RISK
Replies that do not address what was asked.
WHY THAT HAPPENS
A template selected by topic rather than by the actual question.
WHAT TO DO ABOUT IT
Always personalise the opening and closing.
WHAT THE OPENING SHOULD DO
Restate their specific situation.
WHAT TO TEMPLATE
Technical instructions Policy explanations Standard information
WHAT NOT TO TEMPLATE
Apologies Bad news Anything emotional
WHY
They are recognised instantly as canned, and it makes things worse.
WHAT TO REVIEW REGULARLY
Whether templates are still accurate.
WHY
Products change, and outdated instructions destroy trust.
WHAT TO TRACK
Which templates are used most.
WHAT HEAVY USE INDICATES
A problem worth fixing in the product or documentation.
WHAT TO DO ABOUT IT
Fix the cause, then delete the template.
WHAT TO AVOID
Hundreds of templates nobody can find Templates with placeholders left unfilled
WHY THAT SECOND POINT
Sending a message with a bracket where a name should be is worse than writing from scratch.
WHAT TO CHECK BEFORE SENDING
That every placeholder is replaced.
