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 |
| … | … | … | … | … | … |