Operational emails

docs/guidelines/language/operational-emails/_category_.json

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+{
+  "label": "Operational emails",
+  "position": 11
+}

docs/guidelines/language/operational-emails/general-information-and-administrative-emails.md

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+---
+sidebar_position: 7
+sidebar_label: General information and administrative emails
+title: General information and administrative emails
+doc-type: 'banner'
+description: 'In everyday operations, clear communication is key to maintaining transparency and trust. General notifications - covering administrative details, confirmations, and other essential updates outside specific operational categories - help keep stakeholders informed and processes organized. Well-structured messaging ensures clarity, reduces confusion, and supports smooth business interactions.'
+---
+
+#
+
+Note: Use these rules alongside the Overview guidelines and we have used [App name] as the standard placeholder for you to adapt individually to your product. All placeholders are shown with square brackets [placeholder].
+
+## Subject lines
+
+Use a subject line that accurately reflects the email's content and purpose.
+
+<div className="dos-and-donts" markdown="true">
+<div className="dos" markdown="true">
+
+- [App name] | New Terms of Use
+- [App name] | Changes to your data options
+- [App name] | Join our user testing
+- [App name] | Tell us about your app experience
+
+</div>
+</div>
+
+## Body text
+
+### Agreements and confirmation
+
+Be specific when asking for confirmation or agreement.
+
+<div className="dos-and-donts" markdown="true">
+<div className="dos" markdown="true">
+
+- You have to confirm the new Terms of Use until January 31, 2026.
+
+</div>
+<div className="donts" markdown="true">
+
+- Reading this email means you agree to our new Terms of Use.
+
+</div>
+</div>
+
+Include all relevant details of the agreement, order or change for the customer's records.
+
+<div className="dos-and-donts" markdown="true">
+<div className="dos" markdown="true">
+
+- Your order for 5 “SINAMICS G120 Drives” (Order #QuantumShift Platform-2025-12345) has been received and processed. Estimated delivery: January 15, 2026.
+
+</div>
+</div>
+
+Avoid ambiguous phrasing that could lead to misunderstandings.
+
+<div className="dos-and-donts" markdown="true">
+<div className="dos" markdown="true">
+
+- Your support contract for “Automation System S7-1500” has been renewed for one year, effective January 1, 2026.
+
+</div>
+<div className="donts" markdown="true">
+
+- We've extended your S7-1500 support.
+
+</div>
+</div>
+
+Include a method for the customer to review, modify or cancel the agreement or action if applicable.
+
+<div className="dos-and-donts" markdown="true">
+<div className="dos" markdown="true">
+
+- You can review your subscription details or manage your preferences at any time through your [App name] account dashboard: [link to dashboard].
+
+</div>
+</div>
+
+### Feedback and surveys
+
+Use a clear and polite invitation that explains the purpose of the survey.
+
+<div className="dos-and-donts" markdown="true">
+<div className="dos" markdown="true">
+
+- We value your opinion and would appreciate your feedback on your recent interaction with our technical support team.
+
+</div>
+</div>
+
+Include an estimate of the time required to complete the survey.
+
+<div className="dos-and-donts" markdown="true">
+<div className="dos" markdown="true">
+
+- This short survey will take approximately 5 minutes to complete.
+
+</div>
+</div>
+
+Include direct and secure links or buttons to make participation easier.
+
+<div className="dos-and-donts" markdown="true">
+<div className="dos" markdown="true">
+
+- Share your thoughts via this secure link: [Link to survey].
+
+</div>
+<div className="donts" markdown="true">
+
+- Go to our website to find the survey.
+
+</div>
+</div>
+
+### Communication information
+
+Include specific reference numbers or identifiers to help users track issues.
+
+<div className="dos-and-donts" markdown="true">
+<div className="dos" markdown="true">
+
+- When contacting support, reference ticket ID: [App name]-2026-54321.
+
+</div>
+</div>
+
+Avoid hiding or making it difficult to find options for managing communication preferences or unsubscribing.
+
+<div className="dos-and-donts" markdown="true">
+<div className="dos" markdown="true">
+
+- You can manage your email preferences here: [link to preference center].
+- Unsubscribe from emails here.
+
+</div>
+</div>
+
+## Best practice example for New Terms of Use
+
+**Subject**
+
+[App name] | New Terms of Use
+
+**Body**
+
+Dear [App name] user,
+
+There is an update to the Terms of Use for your [App name] account.
+
+What you need to do
+
+To continue using [App name], read and agree to the new Terms of Use by January 31, 2026.
+
+Button: Open Terms of Use
+
+If you have any questions or need assistance, contact our team at [email address].
+
+Kind regards,<br/>
+Your [App name] team
+
+[Company disclaimer]<br/>
+[Company legal footer]
+
+## Best practice example for customer survey invitation
+
+**Subject**
+
+[App name] | Tell us about your app experience
+
+**Body**
+
+Dear [App name] user,
+
+We’ve put together a short survey to gather your thoughts on various aspects of [App name], such as usability, performance and features.
+
+You can participate in the anonymous survey by March 2, 2025.
+This short survey will take approximately 5–7 minutes to complete.
+
+Button: Participate in the survey
+
+Thank you for helping us improve [App name].
+
+If you have any questions or need assistance, contact our team at [email address].
+
+Kind regards,<br/>
+Your [App name] team
+
+[Company disclaimer]<br/>
+[Company legal footer]
+
+## Related
+
+- [Non-critical information messages](../messaging/non-critical-information-messages.mdx)