Staff bios

Leslie_O'FlahavanLeslie O’Flahavan, Principal

Leslie is a get-to-the point writer and an experienced, versatile writing instructor.  As E-WRITE owner since 1996, Leslie has been writing content and teaching customized writing courses for Fortune 500 companies, government agencies, and non-profit organizations. Leslie can help the most stubborn, inexperienced, or word-phobic employees at your organization improve their writing skills, so they can do their jobs better.

She’s got soup-to-nuts experience with online communication; she’s developed content strategy, written online style guides, trained employees, benchmarked content and e-mail quality, written content, and more. As a result of her work, E-WRITE clients improve their customer satisfaction ratings, reduce training cycles, improve productivity, and limit legal risk.

Leslie is a frequent and sought-after conference presenter, a faculty member at DigitalGov University, and the co-author of Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents.

Leslie holds a B.A. in English and Rhetoric from the University of Illinois and an M.S.Ed from Northern Illinois University. She lives in Silver Spring, Maryland with her husband, daughters, and dog (who barks concisely, of course).

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    February 26, 2015


    How to Write Email Templates That Don’t Make Customer Service Agents Sound Like Robots

    When it comes to writing emails to customers, contact center managers fall into two camps. The first is the “Have You Seen Their Writing?” camp. These managers are so concerned about their agents’ poor writing skills that they require agents to use canned responses when they reply to customers’ emails. The second is the “Keepin’ it Real” camp. These managers are so concerned about the authenticity of their agents’ emails to customers that they reject templates. These managers know that their no-template approach makes it likely that agents will send some poorly writtenemails to customers, but requiring agents to use templates is just too robotic. So, who’s right?

    Read more on the blog »