Purpose
Some messages should be checked before they go out — to make sure they’re accurate, clear and right for the audience. This procedure explains when a draft needs review, who can approve it, and how feedback and final versions are handled.
When a draft must be reviewed
Have your draft reviewed before sending if it:
- goes to a customer about a complaint, an issue or anything sensitive;
- goes to a group, all staff, or outside Nexus Group;
- commits Nexus Group to something (a timeframe, a cost, an agreement);
- covers a safety, privacy, legal or financial matter; or
- you’re simply not sure it’s right.
Routine, day-to-day messages within your team don’t need review — use your judgement and the Written Style Guide.
Who can approve
| Type of message | Approved by |
|---|---|
| Internal team message | Your supervisor or Team Leader |
| All-staff or cross-team notice | The relevant manager |
| Customer-facing message (routine) | Customer Service Team Leader |
| Customer-facing message (complaint or sensitive) | Customer Service Manager |
| Anything with a cost or commitment | The budget owner / manager |
If you’re unsure who should approve, ask your supervisor.
How to ask for a review
- Send your draft early enough to allow time for changes.
- Say what it’s for, who it’s going to, and when it needs to go.
- Flag anything you’re unsure about.
How feedback is given
Reviewers give clear, specific feedback and explain why a change is needed, so it’s easy to act on and you learn for next time. Feedback is about the work, not the person.
Revising and finalising
- Make the changes and send the updated draft back if the reviewer asked to see it again.
- Once approved, send from the agreed account and save the final version using the file naming conventions.
- Keep the approved version as the record — don’t keep editing it after it’s sent.
Good to know
Getting a second set of eyes on something isn’t a sign you can’t do the job — it’s how we keep our communication accurate and professional. When in doubt, check it out.