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
by Leslie O'Flahavan | Jul 11, 2017 | Uncategorized
Download the presentation E-WRITE_Repurposing-Content-US-Forest-Service_11July2017 Workshop samples Forest Service: Your Next Trip to the Great Outdoors Helps the Economy AAUW: The Simple Truth About the Gender Pay Gap NIH: Research Matters FWS: Shared Stories and...
by Leslie O'Flahavan | May 31, 2017 | Featured, Writing Matters Blog
There are about 1,000 varieties of insincere apology. There’s the smirking “Sorry if you were offended” apology which blames the person you insulted. There’s the oblique, passive voice “Mistakes were made” apology that admits nothing. Nothing! And there’s the...
by Leslie O'Flahavan | May 8, 2017 | Uncategorized
Children’s National – Orthopaedic Surgery and Sports Medicine – December 2015 Children’s National – Orthopaedic Surgery and Sports Medicine – Current MentalHealth.gov – What to Look For SAMHSA – Grants Children’s...
by Leslie O'Flahavan | Apr 21, 2017 | Customer service e-mail
How to Write an “I’m leaving my job” Email That Won’t Burn Bridges You’ve given HR your two weeks notice. You’ve archived your email, returned the back issues of professional journals to the company library, even packed up your sad-looking work sweater and black...
