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).

Subscribe to our newsletter

  • Upcoming Events

  • blog promo header image

    May 3, 2015


    Interview with Heidi and Betty: Customer Service Email Superstars at Cabela's

    In this blog, I often comment on the best (and worst) ways to write email to customers. Today, I'm honored to feature two excellent, productive customer service agents who do this important work. Heidi Ossian and Betty Nielsen work for the hunting, fishing, and camping retailer Cabela's. I jumped at the chance to interview them and get their perspective on first contact resolution, the importance of correct grammar, how management can support frontline staff, and more. I'm glad to share the insights of these salt-of-the-earth, customer-loving email-writing pros.

    Read more on the blog »