AI Foundations Series — Vol. 1
How to Write a Good Prompt
A practical guide for first-time AI users — no technical background required. Learn what to say, how to say it, and why it matters.
The Simple Answer
A prompt is just what you type to the AI. It's a question, instruction, or request — written in plain English. The AI reads it, thinks about it, and writes back. There's no special language to learn. The better you describe what you need, the better the response.
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Think of it like this: imagine you just hired a very smart new contractor. They know a lot, but they don't know your job, your clients, or your context. The more clearly you brief them, the better their work will be. That's exactly how prompting works.
Four Parts of a Strong Prompt
Most great prompts include some or all of these four things. You don't need all four every time — but the more you include, the better.
[ Role ] + [ Task ] + [ Context ] + [ Format ]
Who should the AI be? · What do you want? · What details help? · How should the answer look?
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Role
Tell the AI who to be. "Act as a helpdesk tech," "You're an IT documentation writer," "You're explaining this to a non-technical client."
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Task
Be specific. "Write a ticket summary," "Draft a client email," "Explain what ransomware is in plain language."
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Context
Give the AI background it needs. Client name, ticket type, what already happened, what the goal is.
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Format
Tell it how to respond. "In 3 bullet points," "Under 100 words," "Use a table," "In a friendly tone."
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Before & After — Real MSP Examples
Example 1 — Writing a Ticket Summary
Weak Prompt
summarize this ticket
No context, no format, no goal. You'll get a generic response that may not match your ticket format at all.
Strong Prompt
Summarize this helpdesk ticket in 2-3 sentences for a client-facing update. Focus on what the issue was, what we did, and current status. Keep it non-technical.
Ticket notes: [paste notes here]
Clear role, format, audience, and goal. You'll get something usable immediately.
Example 2 — Explaining a Security Alert to a Client
Weak Prompt
explain this security alert
Too vague. The AI doesn't know who the audience is or what tone to use.
Strong Prompt
Explain the following security alert to a small business owner with no IT background. Use simple language, no jargon. Tell them what happened, whether they need to worry, and what we're doing about it.
Alert: [paste alert here]
Audience defined, tone set, structure requested. The response will be ready to send.
Example 3 — Writing a Runbook Step
Weak Prompt
write steps for resetting a password
Which system? What environment? Who is the audience?
Strong Prompt
Write a step-by-step runbook for resetting an Azure AD / Entra ID user password. Audience is a tier-1 helpdesk tech. Include numbered steps, note where admin rights are required, and flag any security checkpoints.
System named, audience defined, structure requested, edge cases flagged. Nearly production-ready output.
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Quick Prompt Starters — Cheat Sheet
Copy and adapt these starters for your daily tasks. Replace the [brackets] with your specifics.
| Task | Starter Prompt |
|---|
| Client email | Write a professional email to a client explaining [situation]. Keep it under 150 words, friendly but clear. The client is [type of business]. |
| Ticket note | Rewrite these raw ticket notes as a clean, professional internal summary in 3 sentences: [paste notes] |
| Explain tech concept | Explain [concept] to someone with no IT background. Use an everyday analogy if possible. Keep it under 100 words. |
| Checklist | Create a checklist for [task] that a tier-1 tech can follow. Include any common pitfalls or things to verify. |
| Meeting notes | Turn these meeting notes into a clean summary with action items and owners. Format as bullet points: [paste notes] |
| SOP draft | Draft a short standard operating procedure for [process]. Include purpose, prerequisites, steps, and expected outcome. |
| Proofread | Proofread and improve this for clarity and professionalism. Don't change the meaning, just fix grammar and make it easier to read: [paste text] |
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Common Mistakes to Avoid
Being too vague
"Help me with this" or "Make it better" gives the AI nothing to work with. Always say what you want, who it's for, and what format you need.
Expecting perfection on the first try
AI output is a first draft, not a finished product. Read it, tweak it, and always review before sending to a client. You can also just reply to the AI with "make it shorter" or "more formal" to refine it.
Trusting facts without checking
AI can confidently state things that are wrong. For anything that will be sent to a client, or involves a specific number, date, or technical spec — verify it yourself before using it.
Pasting sensitive data
Never paste client names, passwords, IP addresses, or any PII into a public AI tool. See the companion guide: What NOT to Put Into AI for a full breakdown.
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How to Refine a Response
You Can Just Keep Talking to It
If the first response isn't quite right, don't start over. Just reply with what you want changed. The AI remembers the whole conversation.
| If the output is... | Say this |
|---|
| Too long | "Shorten this to 3 sentences." |
| Too formal | "Rewrite this in a friendlier, more casual tone." |
| Too casual | "Make this more professional." |
| Missing something | "Add a section about [topic]." |
| Wrong format | "Put this into a bullet list instead." |
| Not specific enough | "Be more specific about [part]. Here's more context: [details]." |
| Completely off | "That's not what I meant. I need [clarify what you actually want]." |
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Remember: AI is a tool, not a decision maker. It helps you work faster — but your judgment, your review, and your signature still matter. Never send AI output to a client without reading it first.