by Leslie O'Flahavan | Oct 21, 2025 | Uncategorized
Recently I received this e-mail from a person who attended a presentation I gave at a conference. (Name’s changed, of course…) Dear Leslie O’Flahavan, My name is Adam Lydell, and I work as a manager for ABC Roofing Supply Corp. I have a team of...
by Leslie O'Flahavan | Oct 21, 2025 | Uncategorized
Leslie, If you’re not using Google Apps, you should be. I’d like to demonstrate this fact when you have 15 minutes. Meanwhile, here’s a short video: Apps Intro — Douglas Baumwall USA Corp – Google Apps Reseller 801 Brickell Avenue Ninth...
by Leslie O'Flahavan | Oct 21, 2025 | Uncategorized
Copyediting.com’s Tip of the Week The Subversive Copyeditor Blogslot (Bill Walsh) Grammar Girl’s Quick and Dirty Tips for Better Writing (Mignon Fogarty) The Editor’s Weekly After Deadline: Newsroom Notes on Usage and Style Behind the Grammar...
by Leslie O'Flahavan | Oct 21, 2025 | Uncategorized
Six reasons to write high-quality self-service content Reduce support costs. Better self-service writing means fewer contacts from confused customers. And costs per incident are high in the world of multichannel support. “Phone is one of the more expensive ways...
by Leslie O'Flahavan | Oct 21, 2025 | Uncategorized
http://www.foxnews.com/travel/2014/08/05/united-airlines-sends-insincere-unspecific-apology-letter-to-passenger/ http://www.ijreview.com/2014/07/163248-customer-service-fail-united-airlines-apology-letter-accidentally-hilarious/...
by Leslie O'Flahavan | Oct 21, 2025 | Uncategorized
by Leslie O'Flahavan | Sep 12, 2025 | Featured
[This article was originally published by ICMI.] I wish FAQs were the 8-track players of customer self-service, but they are not. Lots of companies still publish FAQs pages and lots of desperate customers go to those pages for help. And though I usually avoid sweeping...
by Leslie O'Flahavan | Jul 12, 2025 | Blog, Featured
[This article was originally published by WordRake.] In a just world, you wouldn’t have to convince your subject matter expert colleagues that your plain language edits make their documents better. And doctors wouldn’t have to convince patients to quit smoking, and...
