{"id":"exec-outage-apology-letter-legal-draft","audience":"executives","category":"leadership-work","track":"leadership","level":"advanced","technique":"tone","title":"Draft a CEO apology to an enterprise customer after an outage","free":false,"task":"Draft a letter from the CEO to the customer contact, in plain text, under 170 words. State the outage facts exactly, apologize once, say what you will do next with the dates, and sign off as \"Priya Raman, CEO\". Do not blame any third party, do not name an amount of compensation, and do not guess at business losses. The last line before the signature is exactly: Draft for Legal review before sending.","materialLabel":"Incident facts (attached to your prompt automatically)","material":"Incident summary - approved by Engineering, Nov 10\n\n- Customer: Northgate Logistics. Contact: Tom Becker, Head of Operations.\n- Outage: Nov 8, from 2:10 a.m. to 11:25 a.m. Pacific. Duration 9 hours 15 minutes. Orders could not be created; existing orders could be viewed.\n- Cause: a database upgrade failed and the rollback took longer than planned.\n- A cloud hosting vendor's status page showed a slow storage service that morning; Engineering has NOT confirmed it contributed.\n- Next steps: written root-cause report to the customer by Nov 14. Account manager Lena Ortiz will call Tom by Nov 14 about service credits under the contract. A new rollback test will be in place by Nov 28.\n\nTom's email said: \"We lost a full morning of orders and our biggest client is furious. Estimate: $200k at risk.\"\nDo not promise credits or an amount; the contract decides.","rules":[{"type":"maxWords","max":170},{"type":"plainText"}],"mistakes":[{"title":"Blaming the vendor","why":"The AI mentions the hosting vendor as the cause.","fix":"Say: \"Do not blame or mention any third party.\"","checks":["r2"]},{"title":"Offering compensation","why":"The AI promises credits or repeats $200k.","fix":"Say: \"Do not name any amount or guess at business losses.\"","checks":["r2"]},{"title":"Apologizing repeatedly","why":"The AI apologizes in every paragraph.","fix":"Say: \"Apologize once.\"","checks":["r0"]},{"title":"Skipping dates","why":"The AI says \"soon\".","fix":"Say: \"Give each next step with its date.\"","checks":["r1"]},{"title":"Missing the Legal line","why":"The AI signs off without it.","fix":"Say: \"Last line before the signature exactly: Draft for Legal review before sending.\"","checks":["r2"]},{"title":"Markdown","why":"The AI bolds key facts.","fix":"Say: \"Plain text.\"","checks":["plainText"]},{"title":"Trusting the AI to count words","why":"AI is bad at counting. Ask for a total word limit and it often lands over it.","fix":"Cap each part instead, for example: \"each line under 15 words.\"","checks":["maxWords"]}],"promptHints":[{"label":"States the facts","patterns":["facts","9 hours","2:10"]},{"label":"Bans blame and amounts","patterns":["do not blame","third party","amount"]},{"label":"Asks for dated next steps","patterns":["dates","nov 14","next steps"]},{"label":"Gives the Legal line","patterns":["draft for legal review"]},{"label":"Sets the signature","patterns":["priya raman","sign off"]}],"hint":"List the facts to state, what to leave out, the next steps with dates, and the exact last line.","rubricLabels":["States the outage as Nov 8 from 2:10 a.m. to 11:25 a.m. Pacific (9 hours 15 minutes), with orders unable to be created, and apologizes once","Gives the next steps with dates: root-cause report by Nov 14, a call from Lena Ortiz by Nov 14 about service credits under the contract, and the rollback test by Nov 28","Does not mention the hosting vendor or any dollar amount, ends with the exact line \"Draft for Legal review before sending.\" followed only by the signature \"Priya Raman, CEO\""]}