Link externally
There's a theme of brevity being weaved throughout the Communications layer. Less is more. Customers don't have time to wade through lengthy responses. In addition, you don't have time to write them and reinvent the wheel every time.
This Habit video looks at external linking. A simple enough concept - but that's OK - it makes it easy to turn it into a habit, doesn't it?
The habit loop
Trigger - Lengthy response
Old routine - Press send Old reward - Comprehensive must be good
New routine - How could I shorten with links? New reward - Less is more
Learn the rest
This is one of 50 habits in the Helpdesk Habits program.