Writing to customers on Text Message, Facebook, Twitter or Yelp requires finesse, technique and confidence. Contact center managers often underestimate how much writing skill these super-short, super-public responses deserve. This session will focus on the text message and social-media-specific writing skills agents must have to write excellent responses to customers. It will challenge some common beliefs and misperceptions, and reinforce that the best agents for these channels are people with established customer service skills, deep empathy, and excellent writing skills.