Answering someone with a problem.
WHAT THE READER WANTS
Their problem solved.
WHAT TO PUT FIRST
The answer, or what you are doing.
WHAT TO AVOID OPENING WITH
Extended apology Restating their question at length
WHY
It delays the only thing they want.
WHAT TO INCLUDE
What to do, as steps What they should see What to do if it does not work
WHAT TO DO WHEN YOU NEED MORE INFORMATION
Ask for everything at once.
WHY
Each round trip costs them a wait.
WHAT TO EXPLAIN
Enough that they understand, not everything you know.
WHAT TO AVOID
Blaming them Jargon Links instead of an answer
WHY LINKS ALONE FAIL
They asked a person because the documentation did not help.
WHAT TO DO WITH DOCUMENTATION
Summarise the relevant part, and link for detail.
WHAT TO DO WHEN YOU CANNOT SOLVE IT
Say so, and what happens next.
WHAT TO DO WHEN IT IS YOUR FAULT
Say so, and what you are doing.
WHAT TO END WITH
An invitation to return if it persists.
WHAT TO CHECK BEFORE SENDING
That every instruction can actually be followed by them.
WHAT TO REVIEW
Replies that produced a follow-up question.
WHAT THAT INDICATES
Something was unclear.
