|
This Notice of Cancellation document is an example of a
typical correspondence:
This correspondence consists of:
Data that is sourced from backend enterprise systems.
The data is merged dynamically with the correspondence template.
Data that can be supplied by a front-line employee who is
customizing the letter before sending it out.
Pre-approved text content. Subject Matter Experts in Legal,
Finance, or a line of business who understand the business context
of the letter, typically author the text content. Content such as
header, footer, disclaimers, and salutation would be common to most
of the letters. However, content such as "reason for termination"
would be specific to the particular letter.
For some letters,
such as a letter to request more information regarding a claim,
business users such as the Claims Adjustor can add custom text content.
Images such as logos and signature images. Images such as
corporate logos would appear in most or all of the correspondence.
Signature images are specific to the letter and to the person on
whose behalf the letter is sent.
Analyze every correspondence to uncover the various pieces that
make up the correspondence. The Application Specialist analyzes
the correspondences that are generated.
Which parts of the correspondence are static and which
are dynamic. The variables that are filled from backend data sources
or by end users.
The order in which the various text paragraphs appear in
the correspondence such as whether a business user can change paragraphs
during correspondence creation.
Is the correspondence system-generated or does it require
an end user to edit the correspondence? How many correspondences
are system-generated and how many require user intervention?
How frequently does the correspondence template change? Will
it be updated yearly, quarterly, or only when a particular legislation
changes? What type of changes are expected? Is it a change to fix
typographical errors, a layout change, adding more fields, adding
more paragraphs, and so on.
When planning your correspondence requirements, assemble the
list of new correspondence templates. For each correspondence template,
you require:
Text clauses, images, and tables
Data values from backend systems
The layout and fragment layouts of the correspondence
The order in which content appears in the letter and rules
for inclusion and exclusion of content
The conditions under which business users such as claims
adjustors or case workers modify content or portions in the letter.
|
|
|
