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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    March 20, 2015


    Hotel Allegro, Get Your Customer Service Act Together: When Multichannel Goes Wrong

    Last week, I stayed at the Hotel Allegro in Chicago. My stay was OK, maybe a C-. The hotel's under construction, the wi-fi was sketchy, you have to leave the hotel to go to its 312 Chicago restaurant, and the room was really small. I might stay there again, but probably not. Why am I telling you all this? Because my post-stay experience as an Allegro customer presents an object lesson in how not to do multichannel customer service. Here's what happened.

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