When GenAI Should Do the Writing
[This article was originally published by Contact Center Pipeline.] The poets, newspaper journalists, and novelists may be weeping into their embroidered hankies about generative AI (GenAI) being the death of original writing. But contact center agents – whose...Protected: Technical Writing That Gets Results: April 14 and 25, 2026
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A loving goodbye to my E-WRITE partner, Marilynne Rudick
Marilynne Rudick and I formed E-WRITE in 1996. She retired in 2011, and she passed away this February. I loved her with all my heart. Our partnership is the source of every good thing that has happened in my career over the last 30 years. We started E-WRITE because we...
Your Knowledge Base Articles Need Better Titles
** This article is the first in a four-part series on writing better FAQs and knowledge base content. Let’s get started! ** You’re exhausted. Your knowledge base has 23 bazillion articles in it, and at least 4 bazillion of them are hard to read, outdated, or...
Mastering Customer Service Writing with Leslie O’Flahavan
[This article was originally published by Help Desk Migration by Relokia] In an era when 41% of consumers say live chat is their top support channel, and 73% report high satisfaction with chat compared to email, the way companies communicate matters more than ever...
