by Leslie O'Flahavan | Apr 6, 2020 | Customer Service Writing, Featured, Plain Language Writing Courses, Social Media Writing Courses, Writing Matters Blog
On a typical day, most customers will understand what you mean even if you use less-than-graceful words when you speak or write. For example, lots of customers dislike the phrase “No problem!” but they’ll look past it if you’re providing great service. They’ll give...
by Leslie O'Flahavan | Mar 20, 2020 | Featured, Writing Matters Blog
These are difficult times, and our anxious customers need us more than ever. Some of them need help with a simple task, like “How do I add a new driver to my auto insurance policy?” Others need help solving a problem: “Why was I charged twice for inflight WiFi?” All...
by Leslie O'Flahavan | Feb 25, 2020 | Uncategorized
Download: E-WRITE Quickstart Guide Review Checklist for Subject Matter Experts Download: E-WRITE Quickstart Guide Review Checklist for Users_2020
by Leslie O'Flahavan | Jan 31, 2020 | Customer Service Writing, Writing Matters Blog
The future is unknowable and people who gaze at crystal balls to predict it are probably crooks, not clairvoyants. In spite of that, I’m going to have a go at predicting a slice of the future based on my knowledge of the recent past. Over the last decade, as companies...
by Leslie O'Flahavan | Oct 29, 2019 | Customer Service Writing, Featured, Writing Matters Blog
I admit it. I hate the term “soft skills” and want everyone to stop using it. Right now. It’s vague, it’s dismissive, and it pits “soft” skills against “hard” ones when we know support professionals need both kinds of skills to do their increasingly complicated jobs...
by Leslie O'Flahavan | Oct 23, 2019 | Uncategorized
Three Steps to Selecting ICD-10 Codes Accurately Three things to remember when choosing a code without a diagnosis 5 Steps to Use Social Media to Benefit the Profession Healthcare news headlines: Clinician Today PAEA Government Relations headlines and Public Health...
by Leslie O'Flahavan | Aug 19, 2019 | Uncategorized
500px Terms of Service The Plain Writing Act of 2010 Center for Plain Language Plainlanguage.gov Plain Language Summit – Sept 5, 2019 MSHA 24-hour New Miner Class Part 48 – Pottsville Chapter Federal Plain Language Guidelines From the Plain Language Guidelines:...
by Leslie O'Flahavan | Jul 11, 2019 | Uncategorized
E-WRITE_Handouts_Consistent-Communication-Omnichannel-World_Support-Driven_11July2019 E-WRITE_Handouts_How-to-Hire-Agents-Who-Have-Great-Writing-Skills_SupportDriven_Expo_11July2019 ...
by Leslie O'Flahavan | Jun 26, 2019 | Featured, Writing Matters Blog
Is your company or government agency using a tone of voice that connects with customers online, or is it using a stale, bureaucratic voice that repels them and breeds distrust or confusion? In this recorded webinar, I cover what brand voice is and how it’s governed. I...
by Leslie O'Flahavan | Jun 19, 2019 | Uncategorized
Module 2 OP-ED: College used to be about personal growth. Now, it’s just career prep Build a Success-Friendly Campus Module 3 NIH Research Matters Engineered phages treat drug-resistant infection Arizona Rural Hospital Facilities and Market Study A survey of U.S....
