Content strategy

Articles

Reading List: Write Better Email

Resource List: Brand Books

The Bite, The Snack, And The Meal: How To Feed Content-Hungry Site Visitors

Eight Essential Writing Skills for Techies

Teaching Offshore Agents To Write American E-Mail

Benchmarking

Measure e-mail quality for book publisher

Score e-mail quality for consumer products manufacturer

Business e-mail

Writing Competitive E-Mail

Use E-Mail as a Management Tool

Six Steps to Selling By E-Mail

Call to Actions

Front: Speaking

Front: Writing Services

Front: Benchmarking

Front: Training

Clients

Client: Westat

Client: Hawaiian Airlines

Client: WellPet

Client: Crayola

Client: Pan American Health Organization

Content management

8 Ways to Get Your Manager to Focus on the Content at Your Company's Website

Writing for the Web: Show Authors How the Sausage is Made

Courses for managers

How to Prepare an ICI-Worthy Presentation

Measuring the Quality of Customer Service E-Mail

Persuasive Writing: How to Write so People Know What You Want and Do What You Ask

E-Mail Writing Essentials For Supervisors: Assessing And Improving Customer Service Agents’ E-Mail

Essential Writing Skills for Techies

Customer service e-mail

Reading List: Write Better Email

Resource List: Brand Books

Eight Essential Writing Skills for Techies

Teaching Offshore Agents To Write American E-Mail

Answering E-Mail From Angry Customers: How To Turn Furious People Into Fans

E-mail writing courses

Measuring the Quality of Customer Service E-Mail

Writing Clear, Correct, Concise E-Mail

Writing Customer-Focused Email and Chat

Writing E-Newsletters That Work

How to Write E-Mail to People Who Don't Read

Events

Reader-Focused Writing at BLS

Writing for Online Readers

Featured

How to Write a Five-Star Response to a One-Star Rating or Poor Review

Why You Should Be (Business) Friends With Your Competitors

You Can Take Two of My LinkedIn Learning Writing Courses for Free!

With Only Seven Words, You Can Help Someone Who’s Struggling

In Unusual Times, Replace the Usual Customer Service Phrases

Home

Front: Speaking

Front: Writing Services

Front: Benchmarking

Front: Training

Newsletters

26 Ways to Spruce Up Your Newsletter

Training

Writing That Connects With Online Readers - UE

HDI Chicagoland - October 21, 2016

Writing Customer-Focused Chat at Marriott - October 2016

SOCAP webinars: How to Write to Customers in Your Company's Brand Voice

How to Prepare an ICI-Worthy Presentation

Uncategorized

How to Write a Five-Star Response to a One-Star Rating or Poor Review

Resources: Writing in Plain Language at NTSB

Why You Should Be (Business) Friends With Your Competitors

You Can Take Two of My LinkedIn Learning Writing Courses for Free!

With Only Seven Words, You Can Help Someone Who’s Struggling

Web writing

The Bite, The Snack, And The Meal: How To Feed Content-Hungry Site Visitors

Eight Essential Writing Skills for Techies

Tips for an Effective Contact Us Page

Web Writing for the World: Five Tips On Writing For Global Readers

Re-Launch Lessons Learned the Hard Way

Web writing courses

Writing for the Web

Writing E-Newsletters That Work

Essential Writing Skills to Support Web Self-Services

Writing Content For Your Company’s Intranet: How To Reach Your Colleagues

How to Develop Editorial Guidelines for Your Wiki

Webinars

E-Mail Communication: How Do Brand Name Retailers Stack Up?

Write Plainly: An Update on Plain Writing Principles and the New Law

Whitepapers

eBook: Channel Choice Guide for Improving Team Communication

Checklist: Nine interview questions you must ask applicants about their writing skills

12 Customer Service Fails

Write Better Chat to Customers: Download Chat Transcripts for Review

Which Online Retailer Does E-Mail Best?

Writing courses for professionals

Persuasive Writing: How to Write so People Know What You Want and Do What You Ask

Plain Language Writing Workshop: Six Strategies for Cleaning the Clutter From Your Writing

Technical Writing For Professionals

How to Explain Technical Topics to Non-Technical Readers

Writing Refresher for Professionals

Writing courses for support staff

Persuasive Writing: How to Write so People Know What You Want and Do What You Ask

Plain Language Writing Workshop: Six Strategies for Cleaning the Clutter From Your Writing

Writing Refresher for Professionals

Punctuating With Precision

Basic Writing Skills for Administrative Staff

Writing Matters Blog

How to Write a Five-Star Response to a One-Star Rating or Poor Review

Why You Should Be (Business) Friends With Your Competitors

You Can Take Two of My LinkedIn Learning Writing Courses for Free!

With Only Seven Words, You Can Help Someone Who’s Struggling

In Unusual Times, Replace the Usual Customer Service Phrases

Writing Services

Yahoo!

Land Trust Alliance: repurpose course workbooks

African American Pioneer Aviators website

American Presidency website

Pan American Health Organization: online writing course

Subscribe to our newsletter

  • Upcoming Events

  • Recent Posts

  • October 18, 2020


    How to Write a Five-Star Response to a One-Star Rating or Poor Review

    For years, we've been saying, “A complaint is a gift.” Well, if we’ve really meant it, we need to treat one-star ratings and low reviews as gifts, too. While we may fail to win over the most disappointed customers, we can demonstrate that we are listening, we are accountable, and we care.

    Read more on the blog »