Reusable structures.
WHAT TEMPLATES ARE GOOD FOR
Recurring documents where structure matters Consistency across a team Reducing effort on routine messages
WHAT THEY ARE BAD FOR
Anything requiring genuine thought Messages where personalisation is the point
WHY
Recipients recognise template text.
WHAT TO TEMPLATE
Structure, not content.
WHAT THAT MEANS
Headings and prompts, rather than sentences to send unchanged.
WHAT A GOOD TEMPLATE CONTAINS
The sections required A note on what belongs in each An example
WHAT TO AVOID
Templates with placeholder text that gets sent Templates nobody can find Templates never updated
WHAT THE DANGER IS
Previous client names surviving into new documents.
HOW TO REDUCE IT
Use obvious markers for anything to be replaced.
WHAT TO REVIEW
Whether templates reflect current practice.
WHAT TO DO ABOUT UNUSED ONES
Remove them.
WHERE TO KEEP THEM
Somewhere findable, with the documents they relate to.
WHAT TO TEMPLATE FOR SUPPORT
Structures for common responses, always edited before sending.
WHY EDITED
Sending unmodified template text is obvious and resented.
WHAT TO MEASURE
Whether templates actually save time.
WHAT TO ADD OVER TIME
Templates for things written repeatedly.
