Questionnaire
Communication & brand policy
Tone of voice, brand style, languages, sender names and signatures for all system messages — from invitation email to ticket update to kiosk screen. One consistent voice, not seven loose ones.
Updated May 18, 2026
Questionnaire · 4.9
Why this now
People experience your organisation through dozens of small messages each week. One email from “Acme Facility” in business English, one from “Bedrijfsservice” in flowery Dutch, one from a personal Outlook address in italics — the user feels the difference, even if they can’t name what’s off. Communication policy is not marketing; it’s operational consistency.
What do you deliver?
Language strategy
Which languages do you support, which is the fallback, how do you detect user preference?
Tone of voice guide
Formal/informal, you/sir, short/long sentences — with examples for crucial templates.
Brand style assets
Logo (light/dark), colours, fonts (web-safe), header and footer files.
Sender & signature standard
From name, reply address, footer with legal obligations.
Key questions
- 1Which languages do you actively support in email, app and kiosk? Which is the fallback when no preference is set?
- 2Language detection — based on browser, user profile, location, or always the same default? What for external visitors and suppliers?
- 3Tone of voice — formal or informal? What's the baseline and where can it be more casual (kiosk, shorter notifications)?
- 4Sender name — one central (e.g. "Acme Service"), per module ("Acme Facility", "Acme IT") or per service owner? Which reply address?
- 5Email domain & deliverability — send via your own domain (SPF/DKIM/DMARC configured) or via the Gfacility domain? Who manages DNS?
- 6Brand style — logo (light + dark + favicon), primary and accent colour, body font, header and footer block? Which assets are ready in which format?
- 7Email signature & footer — required elements (company registration, VAT, disclaimer, privacy link, unsubscribe link for optional comms)?
- 8Tone rules per scenario — visitor invitation (warm), ticket-resolved email (business + grateful), no-show warning (friendly firm), major incident (short + factual)?
- 9Translation management — who translates new templates, with which review cycle? One translation owner or crowdsourced via locale coaches?
- 10Approval gate for new or changed templates — who signs off (Communication, Legal, service owner)?
Template — Template matrix
| Template | Languages | Sender | Tone | Variables | Owner |
|---|---|---|---|---|---|
| Visitor invitation | NL, EN, FR | Acme Reception | Warm, formal | Guest, host, date, location, QR | Reception |
| Ticket created | NL, EN | Acme Service | Business, informal | Tk-id, title, priority, SLA | Service Manager |
| Ticket resolved | NL, EN | Acme Service | Grateful + CSAT link | Tk-id, resolution, CSAT URL | Service Manager |
| No-show warning | NL, EN | Acme Workplace | Friendly firm | Booking, room, time | FM |
| Major incident update | NL, EN, FR | Acme Service | Factual, short | Status, ETA, contact | CIO / Comms |
| … | … | … | … | … | … |