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Rewrite an engineer's note for a bakery owner who isn't technical

  • For Customer support teams
  • You practice Saying who it's for
  • Time about 5 minutes
  • Level Beginner

About this exercise

Rosa owns a bakery and asked why her website is down. Rewrite the engineer's note as a reply to her. Avoid every one of these words: DNS, propagation, TTL, CNAME, cache. Tell her that her email still works, that she doesn't need to do anything, and what to do if the site isn't back by Friday 9 a.m. Open with the sentence about her email, and make the last line exactly "Sam, Support". Under 80 words, plain text.

Common mistakes when you ask AI for this

  • Keeping the jargon. The AI softens the note but keeps words like DNS and propagation, which mean nothing to Rosa. Try: List the banned words: "Don't say DNS, propagation, TTL, CNAME or cache."
  • Skipping her real worry. The AI explains the website and forgets she asked about email. Try: Add: "Answer her email question first: it still works."
  • Giving her homework. The AI passes on the cache-flush command meant for power users. Try: Say: "She doesn't need to do anything. If not back by Friday 9 a.m., reply."
  • Trusting the AI to count words. AI is bad at counting and usually runs long, so a vague "keep it short" lands well over 80 words. Try: Cap each part instead of the total: "each line under 15 words".
  • Getting markdown back. AI adds bold and headings by default, which show up as stray symbols where this is pasted. Try: Say "plain text, no bold, no headings, no asterisks".

What a strong prompt includes

  • Says who is reading
  • Bans the jargon
  • Covers her email question
  • Gives the Friday fallback
  • Sets a word limit

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