Quality Matters: How health insurers can reduce costs and improve the member experience
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E-WRITE’s Before-You-Send Checklist
Does your e-mail pass the “blush test?" Use the Before-You-Send Checklist to keep yourself from sending embarrassing e-mail messages. ADDRESS _____ The right address? _____ Addressed to the right person/people? (Only those who “need to know”) TONE _____ Is the tone...
Putting the A in the FAQs: How to Write Excellent FAQs that Answer User Questions
You've hunted and clicked your way through the Web site, but you can't find the information you need. So you go to the FAQs. But the FAQ section is like a vast junk drawer, filled with a jumble of information. Thirty-nine questions organized alphabetically by the...
Is Website One Word? How A Style Guide Can Improve the Writing at Your Site
And now, for one of the burning questions of our day: is website one word or two? Do you capitalize Web? Is it Internet or internet? E-Mail, e-mail, or email? The answer: all are correct, depending on the style you choose. While many absolute rules govern spelling...
Slow pace and funky writing, but Norton Customer Support chat delivers high-quality service
Well, as a somewhat finicky lover of fine writing, this pains me a bit, but I have to say that the live chat I had today with Norton customer support delivered the goods. I needed help. I wanted to cancel my automatic renewal plan and get a refund for a recent...
DRAFT – Six tips on how to give feedback to a self-conscious writer
Recently I received this e-mail from a person who attended a presentation I gave at a conference. (Name's changed, of course...) Dear Leslie O'Flahavan, My name is Adam Lydell, and I work as a manager for ABC Roofing Supply Corp. I have a team of people who respond to...
DRAFT – how not to sell google apps or anything else via email
Leslie, If you're not using Google Apps, you should be. I'd like to demonstrate this fact when you have 15 minutes. Meanwhile, here's a short video: Apps Intro -- Douglas Baumwall USA Corp - Google Apps Reseller 801 Brickell Avenue Ninth Floor Miami FL 33131 (786)...
editors’ blogs
Copyediting.com's Tip of the Week The Subversive Copyeditor Blogslot (Bill Walsh) Grammar Girl's Quick and Dirty Tips for Better Writing (Mignon Fogarty) The Editor's Weekly After Deadline: Newsroom Notes on Usage and Style Behind the Grammar (Mignon Fogarty) Grammar...
Six reasons to write high-quality self-service content
Six reasons to write high-quality self-service content Reduce support costs. Better self-service writing means fewer contacts from confused customers. And costs per incident are high in the world of multichannel support. "Phone is one of the more expensive ways to...
