Style guide — chat
TopicFrom the PointSav Documentation
Editorial standards for chat messages in the platform (COMMS genre): one-point discipline, channel header, maximum three sentences, and the distinction between chat and email.
A chat message carries one point. If a second point is needed, send a second message.
A chat message (COMMS genre) is a short synchronous or near-synchronous communication sent to a team channel or direct recipient. It is addressed to people who are present or will be present soon. Chat is not a substitute for a memo, an email, or a ticket comment — each serves a different archival purpose. This article is the human-facing standard; the machine-readable counterpart lives in service-disclosure/templates/chat.toml.
[edit]When to use this template
Use a chat message when:
- The communication is short, time-sensitive, and low-stakes.
- The recipient is on the same platform and likely to respond within the same working session.
- The message does not need to be formally archived or retrieved later.
If the content needs to be traceable, retrievable, or acted on by someone not currently present, use a ticket comment, email, or inbox message instead.
[edit]Structure
Header (optional, for channel messages):
Channel: #<channel-name> [or] To: <@recipient>
Body: one point, three sentences maximum. If an ask is included, it is the last sentence and is phrased as a direct question.
<Context sentence — what is happening or what changed.>
<Detail sentence — the one thing the recipient needs to know.>
<Ask — optional: a direct question or request in one sentence.>
Do not include a signoff. Do not write a paragraph. Do not combine multiple topics in one message — send one message per point.
[edit]Register and tone
Conversational but professional. Contractions are acceptable. Emoji are acceptable where they replace a word or carry genuine tonal meaning, not as decoration.
Abbreviations and internal terminology are fine for established team channels. For external-facing channels or recipients unfamiliar with platform vocabulary, spell out the first use.
One-line replies are preferred. If a paragraph is needed, the reply belongs in a ticket comment or email, not in chat.