Louisa used to spend 30 mins writing case plan letters. Now she does it in 3
Find out how a union officer at the Royal College of Nursing used AI in a responsible way to save her time so she can focus on better supporting members
"I used to spend about 20-30 minutes after each initial member meeting, turning my file notes into a proper case plan letter," explains Louisa Jones, a trade union officer at the Royal College of Nursing (RCN). "It was taking up time I could have spent helping more members. Now, using AI, I can do it in 3-5 minutes."
The challenge
For many union officers, writing case plan letters is a crucial but time-consuming task. After each member meeting, officers need to:
Convert quick meeting notes into formal letters
Summarise the issues discussed
Outline agreed actions for both officer and member
Include standard information about rights and support services
Ensure everything is clear and professional
"I used to get my file notes and go through them changing 'member' to 'you', and going through all these different things," Louisa explains. "It was necessary but repetitive work."
The solution
A colleague suggested to Louisa that she could use Microsoft Copilot to help transform her file notes into proper letters. She developed a clear prompt structure that includes:
The specific context ("I am a trade union officer writing a case plan letter")
The content (anonymised file notes)
The required template structure
Requirements for style (professional, concise, simple language suitable for non-native English speakers)
"What used to take 20-30 minutes now takes about 3-5 minutes," she explains. "I put the template into Copilot, add my file notes, and it helps create the letter."
Importantly, Louisa takes several steps to ensure data security:
Uses Copilot specifically because it doesn't share information outside the organisation
Never includes member identifiable information in prompts
Always refers to "the member" rather than using names
Reviews all AI-generated content before sending
Key benefits
Massive time saving (from 20-30 minutes to 3-5 minutes per letter)
More time for direct member support
Consistent, professional letter format
Secure handling of sensitive information
Better work-life balance
Common questions
Is it difficult to get started?
"You don't have to be a tech expert," Louisa emphasises. "You just need to know how to write clear prompts. I started by practicing with non-work tasks first to build confidence - like planning my daughter's birthday party!"
What about accuracy?
"I always review the letters before sending them," says Louisa. "AI is helping with the writing, but I'm responsible for making sure everything is correct."
What about data protection?
Louisa's approach prioritises data security by:
Never including identifying member information in prompts
Keeping all data within the organisation's systems
Using "the member" instead of names
Do you need special training?
While basic prompt writing skills are helpful, the main requirements are:
Understanding what makes a good case plan letter
Knowledge of your union's standard procedures
Ability to review and verify the output
Getting started
Louisa suggests:
Start with your existing letter template
Practice writing clear prompts
Always anonymise member information
Review everything carefully
Share learning with colleagues
Looking ahead
"This is just the beginning," Louisa reflects. "We're looking at other ways AI might help us be more effective in supporting members. I'm also looking at how to make AI use more transparent - I was thinking that it would be good to add a note to our letterhead when AI has been used to help draft communications."
Louisa Jones is a trade union officer at the Royal College of Nursing. She is actively exploring how AI can help reduce administrative burden while maintaining high standards of member support.
AI Transparency statement
This case study was generated using AI based on a transcript of Louisa Jones' presentation at a Centre for Responsible Union AI webinar and her subsequent written documentation of the process.
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