{"id":"wri-col-library-fine-reply","audience":"college","category":"customer-replies","technique":"grounding","title":"Answer a student's library fine email from the desk","free":false,"task":"You work the circulation desk and a student emailed about a laptop fine. Reply under 70 words. The first sentence gives the amount she owes after the first-time reduction, then give the return date from the system (not her memory), and make the last line the payment link, pay.halelibrary.example, with nothing after it. No 'per our policy' or 'unfortunately'. Write a prompt that gets that reply.","materialLabel":"Her email and the desk notes (attached to your prompt automatically)","material":"EMAIL from Mia Sato (student ID 20448):\nHi, I got charged $40 for returning a library laptop late?? I returned it on Monday Nov 3, I'm pretty sure. That's only 1 day late. Can you take this off?\n\nCIRCULATION SYSTEM\n- Item: Laptop LT-117. Due: Sunday, Nov 2, 11:59 pm.\n- Returned: Wednesday, Nov 5, 9:14 am (dropped in the book return, scanned when the desk opened).\n- Fine: $10 per day for laptops, 4 days counted (Nov 3, 4, 5 and the partial day) = $40.\n\nDESK GUIDE\n- First-time laptop late fee: reduce by half, once per student. Mia has no earlier fines, so she qualifies. $40 becomes $20.\n- Fines over $50 block registration. $20 does not.\n- We cannot waive fines fully at the desk; full appeals go to the library director by form.\n- Payment: online at the student portal or at the desk with a card.\n\nOTHER\n- The book return was jammed on Nov 3 (maintenance ticket #5512), but it was fixed by noon that day. Not relevant to her return on Nov 5.\n- Desk hours: 8 am - 10 pm.","rules":[{"type":"maxWords","max":70}],"mistakes":[{"title":"Trusting the AI to count words","why":"AI is bad at counting. Ask for \"under 70 words\" and it often lands well over.","fix":"Cap each part: \"3 sentences, each under 16 words, then the link.\"","checks":["maxWords"]},{"title":"Opening with sympathy","why":"AI replies start with \"Thanks for reaching out, I understand your frustration\", and the amount comes later.","fix":"Say it: \"Sentence 1: you owe $20 after a one-time reduction.\"","checks":["r0"]},{"title":"Going with her memory","why":"She says Nov 3. The AI may accept it or blame the jammed book return.","fix":"Add: \"Our system shows it returned Wednesday, Nov 5.\"","checks":["r1"]},{"title":"Stock phrases, buried link","why":"AI ends with \"Let us know if you have questions!\" and leans on \"per our policy\".","fix":"Add: \"Last line is the payment link, nothing after. No 'per our policy' or 'unfortunately'.\"","checks":["r2"]}],"promptHints":[{"label":"Sets a word limit","patterns":["\\d+\\s*words","word (limit|count)"]},{"label":"Leads with the amount","patterns":["first sentence","\\$?20","lead with"]},{"label":"Uses the system date","patterns":["nov(ember)?\\s*5","system"]},{"label":"Ends with the link","patterns":["pay\\.halelibrary","last line","end with"]},{"label":"Bans stock phrases","patterns":["per our policy","unfortunately","stock"]}],"hint":"The student wants a number and a way to pay. Tell the AI the order, which date to trust and how to end.","rubricLabels":["The first sentence (after a greeting) says she owes $20 after a one-time first-time reduction from $40","Gives the system's return date, Wednesday, Nov 5 (not Nov 3), and does not suggest the book return jam caused the delay","The last line is pay.halelibrary.example with nothing after it (no sign-off), and the reply never says 'per our policy' or 'unfortunately'"]}