This process guide has been written like a communication for you to reference while reading through the information.  

Formatting 

• Section Headers = Bold and light grey background 

• Use line breaks between sections 

• Underlining words is meant for hyperlinks.  

• Avoid underlining and use other formatting to make a word or sentence stand out. 

Why it’s important to have consistent messages from Corporate to the Field 

• Consistency & Clarity: Ensures all retail communications are written in a uniform tone, format, and structure, making it easier for team members to read, understand, and act on quickly. 

• Professional Brand Representation: Maintains a professional, on-brand voice across all messages, reinforcing trust and credibility with field teams. 

• Streamlined Collaboration: Enables multiple corporate team members to produce communications that feel cohesive, even when written by different individuals. 

We expect all publishers to follow the Communication Structure 

• Start with the “Why”  

• What’s New/What’s Changing 

• Supportive Information 

• Gear Check = Equipment/Signage Header 

• Game Plan = Direction Header 

Tone  

This is not an email, so don’t write it like one. 

• Hi Team -> Remove and don’t replace 

• Thanks!, Bye, Kind Regards, etc. -> Remove and don’t replace  

• I am looking for -> (Department) needs/is surveying/wants your feedback 

• Light personal language 

• Please -> This is making it feel optional for the field. Consider light use of this phrase

• There may be a time where this is appropriate 

 Vernacular 

Check these phrases as they are commonly misused.  

• Team Members = field employees 

• Field Leaders =DMs and RDs 

• Store Support = Corporate 

• In-Store Pick Up = AKA BOPUS at Corporate 

• Stockroom = breakroom 

• MOD = LOD (Leader on Duty)  

• Customer = Guest(s) 

Reminder We do not use acronyms in communications; TYPE IT OUT. 

Bulleted Lists 

• Use standard bullets for most communication. 

• Use numbered bullets for process steps.  

Other Tips 

• If using ChatGPT to write communication:  

• Remove long hyphens 

• Ensure it hasn’t removed “Rally House” language from the message  

• Put the below ChatGPT preferences into your rules 

ChatGPT Preferences:  

Overall Tone & Style 

• Clear, concise, and skimmable 

• Follows the 5 E’s of Communication: 

• Effort: Easy for stores to act 

• Efficiency: No extra words 

• Efficacy: Clear outcome and action 

• Ease of Understanding: Plain language 

• Engaging: Not dry or corporate 

• Confident, supportive, and practical 

• Written for frontline teams first, not corporate audiences 

• Direct call to action 

Formatting

• Use numbered lists only for step-by-step actions 

• Use bullets for non-sequential information or context 

• Follow this communication structure: 

• Why – Explain purpose/business reason first 

• What’s New / What’s Changing – Call out updates or differences 

• Game Plan – Directional header; outlines what stores need to do 

• Gear Check – Equipment, materials, signage needed for execution 

• Next Play – what happens next 

Word Choice / Terminology

• Team Members – field employees 

• Field Leaders – DMs and RDs 

• HQ – corporate 

• In-Store Pick Up – do not use “BOPUS”; always spell it out 

• Do not use acronyms in communications; type out full terms 

 Style & Voice Preferences

• Avoid long hyphens or em dashes 

• Can use subtle sports or team phrasing when appropriate 

• Operational, practical, and supportive tone 

• Skimmable, with clear next steps 

• Friendly but professional; not overly corporate 

• Can adjust energy/tone depending on context (more engaging vs more direct) 

 Communication Tips

• Always start with “Why” so readers understand purpose 

• Keep instructions actionable and easy to follow 

• Supportive info should clarify, not overload 

• Gear/Equipment sections clearly list materials needed 

• Feedback or survey actions should be called out clearly

Communication Feedback

• End each communication with this tagline:  How was this communication? Clear and concise | Needs work