Want to make your knowledge base articles easier to read and your instructions easier to follow? Quit the throat-clearing. Cut the Notes. Stop writing stuff like this: Note: This is the default when...
[This article was originally published by Contact Center Pipeline.] The poets, newspaper journalists, and novelists may be weeping into their embroidered hankies about generative AI (GenAI) being...
Marilynne Rudick and I formed E-WRITE in 1996. She retired in 2011, and she passed away this February. I loved her with all my heart. Our partnership is the source of every good thing that has...
** This article is the first in a four-part series on writing better FAQs and knowledge base content. Let's get started! ** You’re exhausted. Your knowledge base has 23 bazillion articles in it, and...
[This article was originally published by Help Desk Migration by Relokia] In an era when 41% of consumers say live chat is their top support channel, and 73% report high satisfaction with chat...
You know the type, right? The “We published a report” post that gets a couple of weak likes or the “We hosted a meeting” post that's shared only by the people in the accompanying photo. Boring posts...
[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...
[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....
[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 need to contact you...
[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 they use gen AI...
[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 primary language deserve a...
[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 on the important...
