Using templates in publishing operations can be beneficial for multiple reasons. For example, templates can save time and money in your business’s workflow. They do this by streamlining processes and providing consistent responses to customer queries.
However, templates can also hinder your chances of running a successful journal. They remove the personal touch in your outreach initiatives, create negative impressions if used incorrectly, and don’t always meet the business’s primary objectives.
JAMS supports publishers by providing a range of customisable templates. These can help you reach your target audience and communicate more efficiently. In this article, we’ll discuss when not to use templates.
Why personalisation matters
Personalised templates are crucial to your business’s success. They ensure that customers feel seen and listened to in a variety of contexts. For instance, if an author reaches out to you with a specific request, this should be reflected in your response.
Generic replies can make customers feel ignored and give them a negative impression of your company. It is important to build positive relationships with your authors. This can be achieved by communicating with them respectfully and meeting their needs.
JAMS provides templates in circumstances where they are necessary to the workflow. For example, when an article is submitted, the system generates an email template to send to authors. This saves the managing editor time to focus on other tasks.
In this scenario, the template will display information such as the manuscript ID, type and title. There is generally no need to personalise a message for each author. The purpose of the email is to get the information across clearly and as quickly as possible.
Addressing sensitive topics
You must address sensitive topics with extra care and attention. This is something which a template alone cannot achieve. You can use templates to provide structure to your outreach activities, but tackling sensitive issues requires human-level expertise.
An example of this could be approaching an author about the outcome of their paper after peer review. If the article has been rejected or requires significant alterations, you should exercise caution when relaying this information to avoid unnecessary upset.
Templates can often come across as too direct or overly abrasive when addressing topics like this. Always remember there is someone on the receiving end of your email, and how you speak to them directly impacts the reputation of your organisation.
Sending specialised requests
Templates aren’t typically used to send specialised requests. In such cases, the information is often unique to everyone. Although they can help provide a basic layout, you will need to fill in the information yourself accurately.
Specialised requests may contain sensitive subject matter or confidential information. This should be checked carefully to prevent misinformation from spreading. Automated emails can be useful, but a team member must regularly monitor them.
These requests can also be complex and difficult to turn into a template. You may spend more time arranging this than it would take to write the email yourself. If you are struggling, you can look for similar examples online or seek professional support.
Using templates for guidance
Templates should guide your approach to outreach rather than determine it. This way, you can maintain control over the messages your organisation sends out. How your team communicates with customers will directly reflect your brand’s identity and voice.
Publishers have incorporated automated systems into their workflow to speed up administrative processes. This saves time for editors and allows them to focus on more specialised tasks. However, human judgment is still required for a variety of tasks.
JAMS guides publishers to where templates can best fit into the editorial workflow. You will have the option to incorporate them, and they can be adjusted to suit your needs. Consider whether they are necessary for the task, or if you can write it better yourself.
Making these judgements on a case-by-case basis will help you to use templates more effectively. Using them excessively can remove the substance behind your communication efforts. Building authentic relationships with authors will have long-term benefits.
The importance of building relationships
For small publishers, building strong relationships with authors is essential. This is particularly important as you position yourself in the scholarly landscape. JAMS supplies the necessary tools to ensure that your journal reaches its fullest potential.
When using templates, consider how they will be received from an outside perspective. If they speed up the process and benefit everyone, then there is no harm in using them. Explore alternative approaches if you are dealing with a unique situation.
The most important takeaway is that templates are not always necessary. They often remove the personal aspects of a message and tend only to work for broader communications. Ensure the template that you choose reflects the specific goals you want to achieve.
To learn more, explore how JAMS can support your submission system and help your journal grow through clear communication.
