Team members communicate directly with authors through Blue Pen’s messaging feature, which triggers emails, so long as the user has allowed them.
Appropriate Communication #
Editors and designers are expected to communicate with authors regarding the services they are completing. Examples of appropriate communication:
- Updates regarding the status of an edit
- Specific questions about an edit, within reason
- Questions about cover concepts or test pages
- Scheduling calls after a developmental edit
- Requesting additional materials
Communication Beyond Expected Scope #
Team members are not expected to provide author support beyond the scope of their services, such as:
- Publishing questions
- Ongoing coaching or support
- Payment questions
If an author requests support that is beyond the scope of your service, please direct them to search the Knowledge Base or book a paid consultation.
Example Message #
I am happy to answer questions about the [edit or design service]. However, Blue Pen team members aren’t expected to provide this kind of support. Most questions are answered in the Knowledge Base (with step-by-step guides). For individual support, you can book a one-on-one consultation. For data requests, payment questions, and issues not covered in the Knowledge Base, you can use the contact form.
Ongoing Issues #
Please notify us if an author fails to respect these limitations. One message should be sufficient to clarify the scope of your expected communication.
