CCM-14430 letter interim process

docs/pages/using-nhs-notify/personalisation.md

@@ -14,14 +14,21 @@ section: Writing a message
 
 You can send personalised messages by adding personalisation fields to a single template.
 
-Use double brackets to add a personalisation field to your template. Do not include spaces in your personalisation fields. For example:
+Use double brackets to add personalisation to templates for NHS App messages, emails and text messages. Do not include spaces in your personalisation fields. For example:
 
 {% include components/inset-text.html
 text='Hello `((fullName))`, your NHS Number is `((nhsNumber))`. Your appointment is on `((appointmentDate))` at `((gpSurgery))`.'
 classes='nhsuk-u-margin-top-2'
 %}
 
-You can read personalisation instructions while you’re editing a template.
+Use single curly brackets with `d.` at the start to add personalisation to letter templates. For example:
+
+{% include components/inset-text.html
+text='Hello `{d.fullName}`, your NHS Number is `{d.nhsNumber}`. Your appointment is on `{d.appointmentDate}` at `{d.gpSurgery}`.'
+classes='nhsuk-u-margin-top-2'
+%}
+
+You can read personalisation instructions while you’re editing templates for NHS App messages, emails and text messages.
 
 You can use [Personal Demographics Service (PDS) personalisation fields](#pds-personalisation-fields-automatic-data) and [custom personalisation fields](#custom-personalisation-fields-your-data) in the same template.
 

docs/pages/using-nhs-notify/upload-a-letter.md

@@ -10,18 +10,37 @@ permalink: /using-nhs-notify/upload-a-letter
 section: Writing a message
 ---
 
-Upload a PDF of your letter and we'll print and post it for you.
+Upload a Microsoft Word version of your letter and we'll print and post it for you.
 
-Your PDF must meet our letter specification. The page size and layout is A4 portrait (210mm x 297mm).
+{% include components/inset-text.html
+  text='You do not need to convert your letter template files to PDF. You can upload your file in Microsoft Word format.'
+%}
+
+1. [Download a blank Word letter template](#download-a-blank-word-letter-template).<!-- markdownlint-disable-line -->
+2. Add your letter content to the blank template.
+3. [Format your letter template](#formatting-your-letter-template).
+4. Add any personalisation fields by using single curly brackets with d. at the start. Find out more about [personalisation]({% link pages/using-nhs-notify/personalisation.md %}).
+5. [Name your letter template](#naming-your-letter-template).
+6. Upload your final letter template by submitting a <a href="https://nhsdigitallive.service-now.com/csm" target="_blank">Service Now request (opens in a new tab)</a>. You can include multiple letter templates.
+7. We'll send you digital proofs so you can [approve your messages]({% link pages/using-nhs-notify/approve-your-messages.md %}).
 
-You'll need to:
+Your letter template must meet our letter specification. The page size and layout is A4 portrait (210mm x 297mm).
 
-1. [Download our blank Word letter template](#download-our-blank-letter-template).<!-- markdownlint-disable-line -->
-2. [Format your letter](#formatting-your-letter).
-3. [Convert your letter to a PDF](#converting-your-letter-to-a-pdf).
-4. Email your letter PDF to our onboarding team at <england.nhsnotifyonboarding@nhs.net>.
+{% include components/details.html
+heading='How to raise a Service Now request for letter templates'
+text='Follow these steps to ensure your request reaches the NHS Notify team:
+
+1. Go to <a href="https://nhsdigitallive.service-now.com/csm" target="_blank">Service Now (opens in a new tab)</a>.
+2. Sign in with your NHS.net account, or register for a Portal account.
+3. Select the <b>Submit a case</b> tile. In the <b>Categories</b> menu, select <b>Contact us</b>. Then select the <b>Contact us</b> tile.
+4. In the <b>Description</b> field, include the same information as the [name of your letter template](#naming-your-letter-template).
+5. For the <b>service</b>, select <b>NHS Notify</b> from the drop-down list.
+6. For the <b>service offering</b>, select <b>NHS Notify - letter</b> from the drop-down list.
+7. Attach your Word letter templates directly to the request.
+   '
+   %}
 
-## Download our blank letter template
+## Download a blank Word letter template
 
 Download the relevant blank letter template to set up your letter:
 
@@ -35,11 +54,11 @@ You'll need the desktop Microsoft Word app.
 
 Save the template then add your message content.
 
-## Formatting your letter
+## Formatting your letter template
 
 Do not change the page margins in the letter template. It has the correct layout for printing.
 
-Organise your message content using the styles in the template.
+Organise your letter content using the styles in the template.
 
 If you're copying and pasting text from another document, paste it without any formatting. Then [apply the styles](https://support.microsoft.com/en-gb/office/apply-styles-f8b96097-4d25-4fac-8200-6139c8093109) in the template.
 
@@ -201,19 +220,9 @@ The page count shows the current page number and the total number of pages. For
 
 It updates automatically.
 
-## Converting your letter to a PDF
-
-When you've finished editing your template in Microsoft Word, you'll need to save it as a PDF.
-
-Before you start, check that your English message content is in the Noto Sans font and any message content in other languages is in the relevant language variant of the Noto Sans font.
-
-1. In the 'Review' tab, go to 'Markup'. Select 'No markup' from the drop-down list to hide any comments or tracked changes.
-2. Select 'File' and 'Save as'. Select 'PDF' from the drop-down list.
-3. For Windows, select 'Standard (publishing online and printing)' in the 'Optimize for' section. Then select 'Save'. For Mac, select 'Best for printing' in the 'File format' section. Then select 'Save'.
-
-### Naming your PDF
+### Naming your letter template
 
-Name your PDF template clearly so that it's easy to identify. Make sure you include the following details:
+Name your letter template clearly so that it's easy to identify. Make sure you include the following details:
 
 - organisation or service name
 - cohort or topic of your message