by Leslie O'Flahavan | Jun 10, 2018 | Uncategorized
NIH Research Matters Teach for America – bites and snacks NGMA – bites and snacks Exponent Philanthropy – bites and snacks Volunteer with the SOA – bites and snacks Potential Pitfalls: How Even New Actuaries Can Make Mistakes –...
by Leslie O'Flahavan | May 31, 2018 | Featured, Writing Matters Blog
Stay with me here as I connect this sad spelling test story to the task of scoring email quality in a contact center. When managers score agents’ email quality in a “gotcha” fashion, or when they score agents on writing skills that haven’t been explained, taught, or...
by Leslie O'Flahavan | May 8, 2018 | Uncategorized
Bite, Snack, Meal examples (from May 8 webinar) NIH Research Matters Consumer Finance Protection Bureau – home page Peace Corps – Volunteer Google search results – Charles Schwab Security Management magazine American Association of University Women...
by Leslie O'Flahavan | Apr 16, 2018 | Featured, Writing Matters Blog
I can picture you. It’s the end of a busy week and you’ve finally carved out an hour or so to do a quality check on the emails your agents send to customers. From the “Sent” pile, you randomly grab a response written by “Marian” and settle in with your QA scorecard to...
by Leslie O'Flahavan | Apr 13, 2018 | Featured, Writing Matters Blog
I. Am. Pumped! Last October, I met consumer advocate and syndicated travel writer Christopher Elliott when he gave a wonderful presentation at a customer relations conference. When I proposed that we co-author an article about airlines’ communications with...
by Leslie O'Flahavan | Apr 2, 2018 | Uncategorized
How Little Do Users Read? How Chunking Helps Content Processing Legibility, Readability, and Comprehension: Making Users Read Your Words The Impact of Tone of Voice on Users Brand Perception IAPSC – Member Classifications ISMA – Membership ASIS...
by Leslie O'Flahavan | Jan 18, 2018 | Featured, Writing Matters Blog
If your company is gearing up to offer customer service via text, that’s great! Your customers are going to love the convenience. Texting is their go-to channel for personal communication, and they’re eager use it to contact companies when they have questions or need...
by Leslie O'Flahavan | Dec 8, 2017 | Uncategorized
How Little Do Users Read? How Chunking Helps Content Processing Legibility, Readability, and Comprehension: Making Users Read Your Words The Impact of Tone of Voice on Users Brand Perception IAPSC – Member Classifications ISMA – Membership ASIS Membership...
by Leslie O'Flahavan | Nov 17, 2017 | Featured, Writing Matters Blog
“Don’t judge a book by its cover.” Did your mother say this to you? Mine did, especially during my hypercritical middle school years when I’d decide I didn’t like a kid because their Trapper Keeper was a knockoff. “Don’t judge your colleagues by their email...
by Leslie O'Flahavan | Aug 29, 2017 | Uncategorized
Download materials for today’s session: Presentation: E-WRITE_Back-to-Basics_AM&P_29Aug2017 Handouts: E-WRITE-Handouts_Back-to-Basics_AM&P_29Aug2017
