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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    April 17, 2015


    Video Interview: How to Improve Email Response Time

    Watch my video interview with Jeff Toister of Toister Performance Solutions. Jeff conducts an annual survey on email response time, asking "How fast do you expect a response to an email you send to a business?" and "How quickly should you respond to an email from a business? A coworker? A friend?" Jeff and I discuss this year's survey, which revealed that email response time expectations continue to escalate: 16.5% of respondents want a business to reply within an hour, 13% will wait four hours, and 43.4% want a response within one day.

    Read more on the blog »