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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    October 21, 2015

    What We Can Learn About Customer Service Writing from the Hair in the Starbucks Oatmeal

    While on a work trip to Las Vegas, I found a long, straight hair in my Starbucks oatmeal. I wasn't happy. With stomach rolling, I put down my spoon and and reached for my phone to tweet Starbucks. After a brief Twitter exchange, Starbucks and I shared an extended email exchange. Read Starbucks' emails and my comments on why some of their customer service writing choices don't work.

    Read more on the blog »