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Using content blocks saves you time and helps you stay consistent. Use these templates to reduce errors and improve the quality of the content we deliver. Quality content means satisfied DICE fans.
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Follow the main branding guidelines in General branding elements. We’re energetic and friendly with our fans. Always use plain language and a confident tone, without being condescending.
| Situation | Template |
|---|---|
| Ticket confirmation | "You're all set. Check your email for your ticket." |
| Event reminder notification | "Doors open in 30 minutes. Tap to view your ticket." |
| Waiting list confirmation | "You're on the waiting list! If a ticket becomes available, we'll let you know immediately." |
| Password reset email | “We heard you need a password reset. Click the button below to choose a new password for your DICE account.” |
| Account verification email | “Welcome to DICE! Click the button below to confirm your account with us.” |
When communicating with promoters and venues, use neutral and clear language. We commonly use this tone of voice in emails and agreements delivered through PDFs.
| Situation | Template |
|---|---|
| Event upload instructions for promoters | "To add your event, log in to the DICE Dashboard to fill in the event details. Need help? Reach out to our support team." |
| Partnership thank you | "Thank you for partnering with DICE. Let us know if you have any questions." |
| Payment schedule notice | “Hello [Name], attached is your revenue report for [Event Name]. You’ll receive payout by [date] as per our agreement. Thank you for partnering with DICE.” |
| Onboarding email for partners | “Welcome to DICE! We’re excited to help you get your events to more fans. Below you’ll find links to our guides to get you up and running.” |
| Ticket sales reminder | As a reminder, all ticket sales are subject to our standard terms and any event cancellations must be communicated to fans via DICE.” |
To maintain consistency in our help content, we stick to user-focused first-person or second-person topic headings and content. In headings, we acknowledge the questions from fans in their own words or by clearly stating the problem.
Body text in help content immediately answers the question, then dives deeper into a procedure or concept text. We always sound experienced and ready to help.
| Situation | Template |
|---|---|
| Transferring a ticket | "How do I transfer my ticket?" |
| or | |
| “How do I send my ticket to someone else?” | |
| Opening sentence to transfer a ticket | “You can transfer a ticket to a friend through the DICE app in just a few taps.” |
| Opening sentence to get a refund. | “Refunds are available if the event is cancelled or rescheduled, as long as you request them within the deadline.” |
| Reassuring openers | “Don’t worry, here’s how refunds work.” |
| or | |
| ”You can easily join a Waiting List through our app.” |
Avoid unnecessary preamble. This wastes our fans’ time. Keep openings short that summarise the solution. If we need to include multiple scenarios, state upfront: “There are a couple of possibilities here. We’ll cover each:”
Text involving legal conditions, terms, or refund policies must be word-for-word consistent whenever they appear. Our policies should never be paraphrased. Always use a quote or block of approved wording.
| Situation | Template |
|---|---|
| Refund process started | "Your refund request has been received. We'll process it and have your money back to you in 5-10 business days”. |
| Refund eligibility in help articles | “We’ll gladly accept refund requests up to 24 hours before the event start time.” |
| Terms & Conditions references (include a hyperlink of the official terms page) | “Subject to our Terms of Use.” |
| or | |
| ”as outlined in the Purchase Terms.” | |
| Third-party sale terms | “This is done to prevent scalpers and scammers and you can find more details in our Purchase Terms here under NON RESALE OF TICKETS.” |
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Next topic: Accessibility and usability
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