A half-day working session for people who run a brand inbox and feel their replies sound like a form letter.

We start with a real comment thread, unedited, and rework it together. Tone first, then speed, then the line between friendly and off-brand. We spend most of the time on the angry message, because that is where community management is actually tested.

You will leave understanding why a fast, human reply beats a perfect one written three hours late, and how to build reply templates that still sound like a person.

Bring a laptop and an inbox you are unhappy with. Places are limited to twelve.