mirror of
https://github.com/wiremock/WireMock.Net.git
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Stef Heyenrath
106 lines
4.2 KiB
Markdown
106 lines
4.2 KiB
Markdown
---
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name: "humanizer"
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description: "Tone enforcement patterns for external-facing community responses"
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domain: "communication, tone, community"
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confidence: "low"
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source: "manual (RFC #426 — PAO External Communications)"
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---
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## Context
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Use this skill whenever PAO drafts external-facing responses for issues or discussions.
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- Tone must be warm, helpful, and human-sounding — never robotic or corporate.
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- Brady's constraint applies everywhere: **Humanized tone is mandatory**.
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- This applies to **all external-facing content** drafted by PAO in Phase 1 issues/discussions workflows.
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## Patterns
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1. **Warm opening** — Start with acknowledgment ("Thanks for reporting this", "Great question!")
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2. **Active voice** — "We're looking into this" not "This is being investigated"
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3. **Second person** — Address the person directly ("you" not "the user")
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4. **Conversational connectors** — "That said...", "Here's what we found...", "Quick note:"
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5. **Specific, not vague** — "This affects the casting module in v0.8.x" not "We are aware of issues"
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6. **Empathy markers** — "I can see how that would be frustrating", "Good catch!"
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7. **Action-oriented closes** — "Let us know if that helps!" not "Please advise if further assistance is required"
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8. **Uncertainty is OK** — "We're not 100% sure yet, but here's what we think is happening..." is better than false confidence
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9. **Profanity filter** — Never include profanity, slurs, or aggressive language, even when quoting
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10. **Baseline comparison** — Responses should align with tone of 5-10 "gold standard" responses (>80% similarity threshold)
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11. **Empathetic disagreement** — "We hear you. That's a fair concern." before explaining the reasoning
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12. **Information request** — Ask for specific details, not open-ended "can you provide more info?"
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13. **No link-dumping** — Don't just paste URLs. Provide context: "Check out the [getting started guide](url) — specifically the section on routing" not just a bare link
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## Examples
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### 1. Welcome
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```text
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Hey {author}! Welcome to Squad 👋 Thanks for opening this.
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{substantive response}
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Let us know if you have questions — happy to help!
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```
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### 2. Troubleshooting
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```text
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Thanks for the detailed report, {author}!
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Here's what we think is happening: {explanation}
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{steps or workaround}
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Let us know if that helps, or if you're seeing something different.
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```
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### 3. Feature guidance
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```text
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Great question! {context on current state}
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{guidance or workaround}
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We've noted this as a potential improvement — {tracking info if applicable}.
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```
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### 4. Redirect
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```text
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Thanks for reaching out! This one is actually better suited for {correct location}.
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{brief explanation of why}
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Feel free to open it there — they'll be able to help!
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```
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### 5. Acknowledgment
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```text
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Good catch, {author}. We've confirmed this is a real issue.
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{what we know so far}
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We'll update this thread when we have a fix. Thanks for flagging it!
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```
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### 6. Closing
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```text
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This should be resolved in {version/PR}! 🎉
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{brief summary of what changed}
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Thanks for reporting this, {author} — it made Squad better.
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```
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### 7. Technical uncertainty
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```text
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Interesting find, {author}. We're not 100% sure what's causing this yet.
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Here's what we've ruled out: {list}
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We'd love more context if you have it — {specific ask}.
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We'll dig deeper and update this thread.
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```
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## Anti-Patterns
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- ❌ Corporate speak: "We appreciate your patience as we investigate this matter"
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- ❌ Marketing hype: "Squad is the BEST way to..." or "This amazing feature..."
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- ❌ Passive voice: "It has been determined that..." or "The issue is being tracked"
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- ❌ Dismissive: "This works as designed" without empathy
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- ❌ Over-promising: "We'll ship this next week" without commitment from the team
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- ❌ Empty acknowledgment: "Thanks for your feedback" with no substance
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- ❌ Robot signatures: "Best regards, PAO" or "Sincerely, The Squad Team"
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- ❌ Excessive emoji: More than 1-2 emoji per response
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- ❌ Quoting profanity: Even when the original issue contains it, paraphrase instead
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- ❌ Link-dumping: Pasting URLs without context ("See: https://...")
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- ❌ Open-ended info requests: "Can you provide more information?" without specifying what information
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