We have drawn on our experience working with thousands of different businesses across a wide variety of industries and put together some templates that you may find useful for sending messages in certain scenarios.
Some of these templates are suitable for general use across all industries (e.g. employee comms) whereas others are more tailored to suit specific industries. Obviously we cannot cover every scenario for every business type; however, we hope that these templates provide you with a basis on which to build your own messages and workflows.
For instructions on how to use these templates with your own data source, read this article
Business Continuity Planning:
- Reopening / controlled access
- Used in conjunction with automated workflows to manage access to premises for contractors, staff, patients, customers etc.
- Service changes
- Used to advise customers of changes to your services, such as store closures or alternative access
- Change to business hours
- Used to advise customers of changes to your business/trading hours
- Temporary closure
- Used to advise customers of a temporary closure of your business
- Staff communications
- Used to notify staff of shift cancellations / changes
- Government enforced shutdown
- Used to inform customers and staff of a mandatory, government-ordered shutdown of your organisation
- Membership freeze
- Used to inform members of a freeze in their membership payments, and their last payment date
- Appointment confirmation with customer responsibilities
- Employee contact detail verification
- Used to check contact information is accurate and up-to-date
- Important Information for staff
- Used to provide a link to relevant information for staff, including instructions if they feel ill
- Confirmed Coronavirus case alert
- Used to alert staff to avoid a location where a Coronavirus case has been confirmed
- Travel service impact
- Used to alert staff to disruptions in travel services (e.g. flights)
- Office shutdown/work from home
- Used to notify staff of an office lockdown and enforcement of a work-from-home policy
Health & Aged Care:
- Appointment reminder
- Used to remind patients of an upcoming appointment, while providing important information and guidelines relating to Coronavirus
- General hygiene information
- Used to provide patients and staff with useful hygiene guidelines to minimise the spread of the disease
- National health Coronavirus information hotline
- Used to provide patients and staff with the national hotline number, as well as links to their relative State Government health website
- Appointment cancellations
- Used to notify patients of cancelled appointments due to a doctor being unavailable
- Clinic closure
- Used to notify patients that your clinic is closed until further notice, and to provide the National Coronavirus Health Information Hotline number for support
- Hand washing reminder
- Used to remind aged care residents to wash their hands every 20 minutes. Includes the WHO hand washing guide as a downloadable image and a weblink
Government:
- Restriction notification
- Used to notify the public about social restrictions in effect
- Departmental notification
- Used to communicate on behalf of certain departments with users of services provided by that department about important updates and policies etc.
- General Information
- Used to communicate with the public around general information and updates on COVID-19 (e.g. social distancing and hygiene guidelines)
Education:
- School closure
- Used to contact parents to advise on school closures due to the outbreak or a confirmed case
- School remaining open
- Used to notify parent/students that your organisation will be remaining open for the foreseeable future
- Providing information
- Used to contact parents to provide them a link to information about the school's management of the Coronavirus impact
- General statement
- Used to communicate to Parents and Staff on Principal’s letter
- Return to campus
- Used to notify parents and students that normal lesson schedules will resume from a specific date
- Government Enforced Shutdown
- Used to inform students, parents and staff of a mandatory, government-ordered shutdown of your organisation
- Remote Learning
- Used to inform parents and students of a remote learning strategy
Event Management:
- Event schedule changes
- Used to advise attendees of any delays or schedule changes, as well as alternative options
- Event cancellation
- Used to advise attendees of an event cancellation, as well as alternative options
- Staff communications
- Used to advise staff of any shift changes/cancellations
- Government Enforced Shutdown
- Used to inform customers and staff of a mandatory, government-ordered shutdown of your organisation
Food & Beverage:
- Text in ordering
- An example of a text-based ordering flow, to help automate the inbound order process
- Service changes
- Used to advise customers of a change to your services, such as moving to takeaway or delivery only
- Reduced hours
- Used to advise customers of a change to your opening hours, such as "morning coffee only"
- Staff Communications - shift cancellation
- Used to notify staff of a shift cancellation
Not For Profit / Religious Organisations:
- Seeking volunteers/expressions of interest
- A simple call to action with an automation to assign respondents to contact groups based on keywords in their replies
- Seeking donations
- Two templates for providing information about drop-off points, monetary donation sites, and a text-in service to request a collection of donated items
- Religious gathering cancellation
- A template to notify a congregation of the cancellation of religious gatherings, with a text-in subscription to regular communications
- Online service registration
- A template used to invite congregation members to register for online webinar services