Start by obtaining the latest project information from the Development Manager, including:

• Project and construction stage number.
• Whether construction is progressing on track or experiencing delays.
• Progress achieved to date.
• Current construction activities.
• Upcoming construction milestones.
• Service connections and other relevant works.
• Expected title timeframes.

The Development Manager is responsible for providing the latest construction information and expectations.

The content lead prepares the brief using the information gathered.

Consider what customers need to know, what has changed since the previous update and the key messages you want them to take away. Keep the structure within the typical customer communication template for your state to ensure consistency for the customer.

The brief should give sufficient context for the communication to be drafted accurately.

Use the brief to prepare an initial draft with AI assistance.

AI can draw on the content brief, relevant project information, approved Cedar Woods brand voice and communication guidelines to create the first version.

Aim for clear, simple language that customers can easily understand.

The content lead reviews the draft to ensure it is accurate, easy to understand and appropriate for purchasers.

Consider the following:

• Clarity: Simplify technical construction terminology and explain processes where necessary.
• Timing: Focus on meaningful milestones, particularly titles, rather than communicating too many interim dates.
• Contingency: Build appropriate contingency into communicated dates to improve the likelihood of meeting expectations.
• Delays: Where delays have occurred, consider acknowledging customer patience and providing additional context.
• Customer experience: Aim to leave purchasers feeling informed, reassured and well supported by Cedar Woods.

AI can assist with refining the wording, simplifying information and improving the overall flow.

The Development Manager reviews the draft to verify construction progress, milestones and expected timeframes.

Discuss and resolve any changes before progressing to the approval stage.

The approval pathway may also vary depending on the nature of the communication and if the timeline is on or off track:

• If all construction milestones and title expectations are on track, approval from the Development Manager, Marketing Lead and State Marketing Manager is generally sufficient.
• If key milestones or title expectations are off track and dates are changing as part of the communication, additional approval is required from the Project Director/Development Director and Sales Manager.
• If title changes move settlements into a different financial year, State Manager approval is required.

For communications involving sensitive contractual matters, a formal agreement, or other significant changes, additional review may be necessary.

If an approver requests changes, discuss the feedback, update the content and return it for approval as required.

Note: Specific approval roles may vary between states. Confirm with your State Marketing Manger what approvals are required in your state.

Once the initial content is approved, the marketing lead should consider whether additional communication formats are needed.

For example:

• Website construction update.
• Social media post.
• SMS.

AI can adapt the approved communication for the selected formats using the relevant brand guidelines and channel requirements.

The Marketing Lead then reviews the adapted content and makes any necessary refinements.

The Marketing Lead approves the final channel-specific content.

Where required (eg. content is changes substantially enough to potentially change its meaning), the State Marketing Manager and Development Manager provide additional approval.

Before publishing, check that the final communication is accurate, appropriately formatted and consistent with the approved messaging.

The content can then be scheduled or published through the relevant platform. Find publishing how-to guides in separate articles on the HubSpot training page.