On 09/07/07, George Herbert george.herbert@gmail.com wrote:
I think that not using templates would be a problem. The templates are there for a reason - to make at least part of the response standardized, in a goes-on-the-record-and-reviewable manner.
What you're describing there is bureaucratic arse-covering, not human communication.
It's one thing to say "Don't *just* template, explain also". Saying "Don't template" breaks a whole lot of how we do stuff now.
That doesn't make it somehow not bureaucracy replacing communication. Because a template only communicates "you have been processed." There's clearly not a human behind it, or there's a human pretending to be a machine.
- d.