Blog

[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...

[This article was originally published by ICMI.] Your company’s “Contact Us” page is the most utilitarian, least sexy page at your website. It has one job: helping people who...

[This article was originally published by ICMI.] As a lifelong writing teacher, I’m overwhelmed (traumatized?) by our industry’s gen AI frenzy. Yes, our agents will be faster if...

[This article was originally published by Contact Center Pipeline.] All our customers deserve our empathy, but the ones who write to us in English when English isn’t their...

[This article was originally published by Contact Center Pipeline.] These 10 tips will enable you to focus on your message. Your heart is in the right place. You intend to focus...

[This article was originally published by WordRake.] If you’re a heartbroken poet living in an unheated garret in Paris, there’s no doubt your writing process includes suffering:...

If you were building a playground for your local elementary school, you’d never install swings with chains that pinch little fingers or a teeter-totter that catapults...

To write great knowledge base articles, you should think like a tailor. To make a bespoke suit jacket, a tailor takes many measurements, everything from the width of the...

[This article was originally published by WordRake.] I’m weird. I love editing. With a finished draft in hand, I’m eager to ask myself editing questions like “Is this document...