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August 2015

Demystifying Punctuation: How to Use the Colon, Semicolon, and Comma – Webinar for CDC

August 26, 2015 @ 1:00 pm - 2:00 pm
Online United States

Customized webinar for Centers for Disease Control (not open to the public)

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September 2015

Webinar: How to Harness the Power of Chat in Your Contact Center

September 24, 2015 @ 1:00 pm - 2:00 pm
Online United States

Register now for my September 24 webinar: How to Harness the Power of Chat in Your Contact Center.     I'll be co-presenting with Ross Haskell, Senior Director of Products, BoldChat. The webinar's hosted by ICMI and moderated by Erica Strother Marois, Community Specialist. Webinar description Did you know that more customers would prefer to use web chat than any other assisted channel? Yet, according to the latest research from ICMI, just one-third of contact centers today are supporting web…

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December 2015

How to Write Email That Gets Results – Westat webinar

December 16, 2015 @ 4:00 pm - 5:00 pm
Online United States

Customized, in-house, 60-minute webinar

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March 2016

CollegeBoard Plain Language Series: Webinar 2 – How to Write Concise Documents and Emails

March 22, 2016 @ 2:00 pm - 3:00 pm
Online United States

Customized 60-minute webinar for CollegeBoard staff. Second webinar in a series of four.

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April 2016

CollegeBoard Plain Language Series: Webinar 3 – Strategies for Streamlining Sentences

April 5, 2016 @ 2:00 pm - 3:00 pm
Online United States

Customized 60-minute webinar for CollegeBoard staff. Third webinar in a series of four.

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CollegeBoard Plain Language Series: Webinar 4 – How Displaying Text Visually Helps You Cut Word Count

April 19, 2016 @ 2:00 pm - 3:00 pm
Online United States

Customized 60-minute webinar for CollegeBoard staff. Fourth webinar in a series of four.

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June 2016

Email Writing Masterclass: How to Write Email That Gets Results (webinar) – CollegeBoard

June 7, 2016 @ 2:00 pm - 3:00 pm
Online United States

Customized webinar. Part 1 of a 4-part webinar series.

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July 2016

Webinar: How to Write to Customers in Your Company’s Brand Voice (Part 1)

July 26, 2016 @ 2:00 pm - 3:00 pm
Online United States

In partnership with SOCAP, I'm leading a two-part online course on July 26 and August 2 at: How to Write to Customers in Your Company's Brand Voice. Each webinar will run from 2 pm to 3 pm ET. Register for the webinars Webinar overview In marketing campaigns, most companies use a helpful, friendly brand voice. On YouTube and in TV ads, in promotional offers and in email blasts, your company's brand voice is probably engaging, even playful. But when customer…

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August 2016

Webinar: How to Write to Customers in Your Company’s Brand Voice (Part 2)

August 2, 2016 @ 2:00 pm - 3:00 pm
Online United States

Webinar overview In marketing campaigns, most companies use a helpful, friendly brand voice. On YouTube and in TV ads, in promotional offers and in email blasts, your company's brand voice is probably engaging, even playful. But when customer service agents write to customers via email, live chat, or even social media, they may use a wordy, legalistic, dry, or formal voice. For a seamless customer experience, your customer service team should "sound" like your company's advertisements, retail employees, or even…

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September 2016

CollegeBoard Plain Language Series: Webinar 1 – What is Plain Language?

September 14, 2016 @ 2:00 pm - 3:00 pm
Online United States

Customized 60-minute webinar for CollegeBoard staff. First webinar in a series of four.

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Writing Customer-Focused Chat at Marriott

September 17, 2016
Online United States

Customized chat writing course for Marriott International's IT Delivery team.

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CollegeBoard Plain Language Series: Webinar 2 – How to Write Concise Documents and Emails

September 21, 2016 @ 2:00 pm - 3:00 pm
Online United States

Customized 60-minute webinar for CollegeBoard staff. Second webinar in a series of four.

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CollegeBoard Plain Language Series: Webinar 3 – How to Write Concise Documents and Emails

September 29, 2016 @ 2:00 pm - 3:00 pm
Online United States

Customized 60-minute webinar for CollegeBoard staff. Third webinar in a series of four.

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October 2016

Writing Customer-Focused Chat at Marriott

October 4, 2016 @ 11:00 am - 7:00 pm
Online United States

Customized, onsite chat writing course for Marriott International's IT Delivery team.

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CollegeBoard Plain Language Series: Webinar 4 – How to Write Concise Documents and Emails

October 5, 2016 @ 2:00 pm - 3:00 pm
Online United States

Customized 60-minute webinar for CollegeBoard staff. Fourth webinar in a series of four.

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November 2016

Email Writing Masterclass: How to Write Email That Gets Results (webinar) – CollegeBoard

November 30, 2016 @ 2:00 pm - 3:00 pm
Online United States

Customized webinar. Part 1 of a four-part webinar series.

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December 2016

Email Writing Masterclass: How to Write Email That Gets Results (webinar) – CollegeBoard

December 7, 2016 @ 2:00 pm - 3:00 pm
Online United States

Customized webinar. Part 2 of a four-part webinar series.

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Email Writing Masterclass: How to Write Email That Gets Results (webinar) – CollegeBoard

December 14, 2016 @ 2:00 pm
Online United States

Customized webinar. Part 3 of a four-part webinar series.

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Email Writing Masterclass: How to Write Email That Gets Results (webinar) – CollegeBoard

December 21, 2016 @ 2:00 pm
Online United States

Customized webinar. Part 4 of a four-part webinar series.

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January 2017

Webinar: 10 Things You Should STOP Writing to Customers in 2017 – SOCAP

January 26, 2017 @ 2:00 pm - 3:00 pm
Online United States

Whether you call it "omnichannel" or "multichannel," the customer service channels we'll be adding or expanding in 2017 are written channels: email, chat, social media, and SMS. So, start the new year right by breaking some bad customer service writing habits your team has developed over the years. Register for this webinar on January 26, 2017. In this webinar you'll learn: The 10 things you should stop writing to customers in 2017 Why your templates are killing customer satisfaction How…

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February 2017

Email Writing Masterclass: How to Write Email That Gets Results (Webinar 1) – CollegeBoard

February 21, 2017 @ 2:00 pm - 3:00 pm
Online United States

Customized webinar. Part 1 of a four-part webinar series.   Webinar 1: How to Write the Most-Read Sections of an Email – the Subject Line and First Paragraph Webinar 2: How to Write Mobile-Friendly Email Webinar 3: How to Control Your Tone and Build Rapport Webinar 4: How to Write Email Templates You Can Reuse

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Email Writing Masterclass: How to Write Email That Gets Results (Webinar 2) – CollegeBoard

February 28, 2017 @ 2:00 pm - 3:00 pm
Online United States

Customized webinar. Part 1 of a four-part webinar series.   Webinar 1: How to Write the Most-Read Sections of an Email – the Subject Line and First Paragraph Webinar 2: How to Write Mobile-Friendly Email Webinar 3: How to Control Your Tone and Build Rapport Webinar 4: How to Write Email Templates You Can Reuse

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March 2017

Email Writing Masterclass: How to Write Email That Gets Results (Webinar 3) – CollegeBoard

March 7, 2017 @ 2:00 pm - 3:00 pm
Online United States

Customized webinar. Part 1 of a four-part webinar series.   Webinar 1: How to Write the Most-Read Sections of an Email – the Subject Line and First Paragraph Webinar 2: How to Write Mobile-Friendly Email Webinar 3: How to Control Your Tone and Build Rapport Webinar 4: How to Write Email Templates You Can Reuse

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Train-the-Trainer: Writing Customer-Focused Email at Republic Services

March 8, 2017 @ 1:00 pm - 2:00 pm
Online United States

Customized, online workshop for trainers

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Email Writing Masterclass: How to Write Email That Gets Results (Webinar 4) – CollegeBoard

March 21, 2017 @ 2:00 pm - 3:00 pm
Online United States

Customized webinar. Part 4 of a four-part webinar series.   Webinar 1: How to Write the Most-Read Sections of an Email – the Subject Line and First Paragraph Webinar 2: How to Write Mobile-Friendly Email Webinar 3: How to Control Your Tone and Build Rapport Webinar 4: How to Write Email Templates You Can Reuse

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August 2017

Email Writing Masterclass: How to Write Email That Gets Results (Webinar 1) – College Board

August 1, 2017 @ 2:00 pm - 3:00 pm
Online United States

Customized webinar. Part 1 of a four-part webinar series.   Webinar 1: How to Write the Most-Read Sections of an Email – the Subject Line and First Paragraph Webinar 2: How to Write Mobile-Friendly Email Webinar 3: How to Control Your Tone and Build Rapport Webinar 4: How to Write Email Templates You Can Reuse

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Email Writing Masterclass: How to Write Email That Gets Results (Webinar 2) – College Board

August 8, 2017 @ 2:00 pm - 3:00 pm
Online United States

Customized webinar. Part 2 of a four-part webinar series.   Webinar 1: How to Write the Most-Read Sections of an Email – the Subject Line and First Paragraph Webinar 2: How to Write Mobile-Friendly Email Webinar 3: How to Control Your Tone and Build Rapport Webinar 4: How to Write Email Templates You Can Reuse

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Email Writing Masterclass: How to Write Email That Gets Results (Webinar 3) – College Board

August 15, 2017 @ 2:00 pm - 3:00 pm
Online United States

Customized webinar. Part 3 of a four-part webinar series.   Webinar 1: How to Write the Most-Read Sections of an Email – the Subject Line and First Paragraph Webinar 2: How to Write Mobile-Friendly Email Webinar 3: How to Control Your Tone and Build Rapport Webinar 4: How to Write Email Templates You Can Reuse

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Email Writing Masterclass: How to Write Email That Gets Results (Webinar 4) – College Board

August 22, 2017 @ 2:00 pm - 3:00 pm
Online United States

Customized webinar. Part 4 of a four-part webinar series.   Webinar 1: How to Write the Most-Read Sections of an Email – the Subject Line and First Paragraph Webinar 2: How to Write Mobile-Friendly Email Webinar 3: How to Control Your Tone and Build Rapport Webinar 4: How to Write Email Templates You Can Reuse

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November 2017

Email Writing Masterclass – SOCAP Online Course (Part 1)

November 7, 2017 @ 2:00 pm - 3:00 pm
Online United States

Register here: Email Writing Masterclass   This two-part series will help customer care professionals improve their own email writing skills, so they achieve results when writing to colleagues and decision-makers in their organizations. In this workshop, you will develop your own writing skills; it’s not about developing front-line agents’ skills in writing emails to customers. Part 1 of this online course includes hands-on writing activities, so you can learn how to write the subject line and first paragraph as well…

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Email Writing Masterclass – SOCAP Online Course (Part 2)

November 14, 2017 @ 2:00 pm - 3:00 pm
Online United States

Register here: Email Writing Masterclass This two-part series will help customer care professionals improve their own email writing skills, so they achieve results when writing to colleagues and decision-makers in their organizations. In this workshop, you will develop your own writing skills; it’s not about developing front-line agents’ skills in writing emails to customers. Part 1 of this online course includes hands-on writing activities, so you can learn how to write the subject line and first paragraph as well as…

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April 2018

Webinar 4: Writing Best-in-Class Email – IceWarp

April 25, 2018 @ 9:00 am - 10:00 am
Online United States

 Customized four-part webinar series for IceWarp staff who have completed my Lynda.com course Writing Customer Service Email.

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May 2018

Webinar 1: Writing Best-in-Class Email – IceWarp

May 2, 2018 @ 9:00 am - 9:30 am
Online United States

 Customized four-part webinar series for IceWarp staff who have completed my Lynda.com course Writing Customer Service Email.

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FREE Webinar: How to Use the Bite, Snack, Meal Approach to Web Writing

May 8, 2018 @ 1:00 pm - 2:30 pm
Online United States
Free

Do you write content? For your own website or your employer's? Learn to use the "Bite, Snack, Meal" approach, so you can reach more readers and give them information they'll care about and use. Register for this free 90-minute webinar, and gain content writing skills you can use: Write a headline (a "Bite") that carries a complete message Write content that's easy to reuse in social media Use the Bite, Snack, Meal approach to create flexible content for responsive sites…

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Webinar 2: Writing Best-in-Class Email – IceWarp

May 10, 2018 @ 9:00 am - 10:00 am
Online United States

 Customized four-part webinar series for IceWarp staff who have completed my Lynda.com course Writing Customer Service Email.

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Webinar 3: Writing Best-in-Class Email – IceWarp

May 17, 2018 @ 9:00 am - 10:00 am
Online United States

 Customized four-part webinar series for IceWarp staff who have completed my Lynda.com course Writing Customer Service Email.

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August 2018

Criteo Email Writing Masterclass – Webinar 1

August 6, 2018 @ 4:00 pm - 5:00 pm
Online United States

Hands-on webinar series

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Criteo Email Writing Masterclass – Webinar 2

August 13, 2018 @ 4:00 pm - 5:00 pm
Online United States

Hands-on webinar series

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WEBINAR: How to Write Like a Human in an Age of Speed

August 16, 2018 @ 1:00 pm - 2:00 pm
Online United States

How fast is fast enough? Contact centers are being pressed to respond to customers faster than ever before via email and a growing list of written channels including live chat, social media, and SMS. But fast replies aren’t always good replies, right? Join customer service writing expert Leslie O’Flahavan and service culture fanatic Jeff Toister to learn how to balance the demands of speed, automation, and humanity in your written communication to customers. Explore the latest research on how quickly…

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Criteo Email Writing Masterclass – Webinar 3

August 20, 2018 @ 4:00 pm - 5:00 pm
Online United States

Hands-on webinar series

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November 2018

WEBINAR: 10 Ways Contact Centers Annoy Their Customers (and How to Stop)

November 6, 2018 @ 2:00 pm - 3:00 pm
Online United States
Free

Have you ever had an annoying customer experience? Are you annoying your customers? During a recent #ICMIchat, we asked participants to share their biggest customer service pet peeves. Some of the answers might surprise you. Join us for this fast-paced, fun, and practical webinar. We’ll reveal a list of the top ten ways call centers exasperate their customers, and also offer up tips for breaking the bad habits. In this webinar, you will learn: The top ten ways call centers…

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February 2019

Webinar: Why Analytical Reading is so Difficult and How to Develop Your Team’s Reading Skills

February 27, 2019 @ 2:00 pm - 3:00 pm
Online United States
Free

Your customers are probably not professional writers. What customers say when they email you for support is not necessarily what they are asking for (or what they need). To provide the most effective customer service, you need to know how to read analytically, which means going beyond the surface meaning to understanding the customer’s intent and goal. On February 27, please join me and Help Scout’s Customer Evangelist Mat Patterson as we discuss the skill of analytical reading, and share…

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September 2019

How to Write Social Media Templates That Won’t Make You Sound Like a Robot – Online course, Part 1

September 5, 2019 @ 2:00 pm - 3:00 pm
Online United States
$179 – $379

On September 5 and 6, 2019, I'm teaching a two-part online course for SOCAP: "How to Write Social Media Templates That Won't Make You Sound Like a Robot" Register now!         Timeframe: Two 60-minute online sessions (2pm ET) Part 1: Thursday, September 5, 2019, 2:00 pm–3:00 pm ET Part 2: Friday, September 6, 2019, 2:00 pm–3:00 pm ET Part 1 topics Understand risks and rewards of using templates to communicate with customers Assess what your own template…

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How to Write Social Media Templates That Won’t Make You Sound Like a Robot – Online course, Part 2

September 6, 2019 @ 2:00 pm - 3:00 pm
Online United States
$179 – $379

On September 5 and 6, 2019, I'm teaching a two-part online course for SOCAP: "How to Write Social Media Templates That Won't Make You Sound Like a Robot" Register now!         Timeframe: Two 60-minute online sessions (2pm ET) Part 1: Thursday, September 5, 2019, 2:00 pm–3:00 pm ET Part 2: Friday, September 6, 2019, 2:00 pm–3:00 pm ET Part 1 topics Understand risks and rewards of using templates to communicate with customers Assess what your own template…

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November 2019

How (And Why) to Write in Plain Language – Community Financial Credit Union

November 26, 2019 @ 2:00 pm - 3:00 pm
Online United States

Customized online course

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December 2019

Persuasive Writing: Two Techniques for Getting Your Readers to Agree With You or Do What You’ve Asked – Community Financial Credit Union

December 4, 2019 @ 2:00 pm - 3:00 pm
Online United States

Customized online course

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Writing Refresher: Update Your Punctuation and Grammar Skills – Community Financial Credit Union

December 11, 2019 @ 2:00 pm - 3:00 pm
Online United States

Customized online course

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Three Techniques for Telling People “No” in Writing – Community Financial Credit Union

December 18, 2019 @ 2:00 pm - 3:00 pm
Online United States

Customized online course

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May 2020

E-WRITE Office Hours: Hands-On Help With Your Own Writing

May 5, 2020 @ 2:00 pm - 3:00 pm
Online United States

Register for this free 60-minute live online workshop. Get help with your own writing project from Leslie O'Flahavan and workshop attendees.   It's difficult to complete a writing project on the easiest of days ... and these aren't the easiest of days. Maybe you're working from home. You're distracted, even a little bit anxious. A writing deadline looms, and you're struggling to get the project started, much less finished. Let me help! On May 5 at 2 pm Eastern, I'm…

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Reader-Focused Writing at the Bureau of Labor Statistics – Webinar 1

May 20, 2020 @ 10:30 am - 11:45 am
Online United States

Customized, virtual writing course

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Reader-Focused Writing at the Bureau of Labor Statistics – Webinar 2

May 21, 2020 @ 10:30 am - 11:45 am
Online United States

Customized, virtual writing course

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How to Convey a Difficult Message – United Educators

May 21, 2020 @ 2:00 pm - 3:00 pm
Online United States

Customized, virtual writing course

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Reader-Focused Writing at the Bureau of Labor Statistics – Webinar 3

May 27, 2020 @ 10:30 am - 11:45 am
Online United States

Customized, virtual writing course

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Reader-Focused Writing at the Bureau of Labor Statistics – Webinar 4

May 28, 2020 @ 10:30 am - 11:45 am
Online United States

Customized, virtual writing course

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June 2020

How to Write So Customers Recognize You Understand Their Concerns – United Educators

June 23, 2020 @ 2:00 pm - 3:00 pm
Online United States

Customized, virtual training

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Content Writing Workshop: Writing for the Web (Part 1) – United Educators

June 29, 2020 @ 2:00 pm
Online United States

Customized, virtual, two-part writing course

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July 2020

Content Writing Workshop: Writing “Insights” Articles (Part 2) – United Educators

July 6, 2020 @ 2:00 pm - 3:00 pm
Online United States

Customized, two-part, virtual writing course

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How to Write Email That Gets Results and Builds Rapport – WellPet

July 14, 2020 @ 11:00 am - 12:30 pm
Online United States

Customized, virtual writing course

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10 Tips for Writing in Plain Language – Bureau of Economic Analysis

July 20, 2020 @ 11:00 am - 12:00 pm
Online United States

Customized, virtual writing course

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Effective Writing Tools Workshop – Virtual Leadership Summit: Federally Employed Women

July 22, 2020 @ 8:30 am - 11:30 am
Online United States

Three-hour, customized virtual writing workshop

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How to Write With Empathy – Lindt Chocolatiers

July 22, 2020 @ 2:00 pm - 3:00 pm
Online United States

Customized, 60-minute virtual training

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How to Read Analytically and Write Responsively – Lindt Chocolatiers

July 29, 2020 @ 10:00 am - 11:00 am
Online United States

Customized, 60-minute virtual training

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August 2020

How to Write Email Templates That Don’t Make You Sound Like a Robot – Lindt Chocolatiers

August 5, 2020 @ 10:00 am - 11:15 am
Online United States

Customized, 75-minute virtual training

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Business Writing for Professionals (Part 1) – Bureau of Economic Analysis

August 11, 2020 @ 11:00 am - 12:00 pm
Online United States

Customized, virtual three-part writing course

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Business Writing for Professionals (Part 2) – Bureau of Economic Analysis

August 12, 2020 @ 11:00 am - 12:00 pm
Online United States

Customized, virtual three-part writing course

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Business Writing for Professionals (Part 3) – Bureau of Economic Analysis

August 13, 2020 @ 11:00 am - 12:00 pm
Online United States

Customized, virtual three-part writing course

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Writing in Plain Language at NTSB – Webinar 1

August 24, 2020 @ 2:00 pm
Online United States

Customized, four-part virtual training

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Introduction to Technical Writing (Part 1) – Bureau of Economic Analysis

August 25, 2020 @ 11:00 am - 12:00 pm
Online United States

Customized, virtual three-part writing course

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Writing in Plain Language at NTSB – Webinar 2

August 25, 2020 @ 2:00 pm - 3:15 pm
Online United States

Customized, four-part virtual training

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Introduction to Technical Writing (Part 2) – Bureau of Economic Analysis

August 26, 2020 @ 11:00 am - 12:00 pm
Online United States

Customized, virtual three-part writing course

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Writing in Plain Language at NTSB – Webinar 3

August 26, 2020 @ 2:00 pm - 3:15 pm
Online United States

Customized, four-part virtual training

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Introduction to Technical Writing (Part 3) – Bureau of Economic Analysis

August 27, 2020 @ 11:00 am - 12:00 pm
Online United States

Customized, virtual three-part writing course

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Writing in Plain Language at NTSB – Webinar 4

August 27, 2020 @ 2:00 pm - 3:15 pm
Online United States

Customized, four-part virtual training

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September 2020

Introduction to Business Writing – Abu Dhabi Investment Authority

September 14, 2020 @ 7:00 am - 8:00 am
Online United States

Customized, 60-minute virtual training

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Introduction to Technical Writing – Abu Dhabi Investment Authority

September 15, 2020 @ 7:00 am - 8:00 am
Online United States

Customized, 60-minute virtual training

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Writing Customer-Focused Email (Part 1) – Kellogg’s

September 15, 2020 @ 1:00 pm
Online United States

Customized, virtual, two-part writing workshop

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Writing Customer-Focused Email (Part 2) – Kellogg’s

September 22, 2020 @ 1:00 pm - 3:00 pm
Online United States

Customized, virtual, two-part writing workshop

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Social Media for Utilities Conference – Free Info Session

September 29, 2020 @ 3:00 pm
Online United States

Register for this Free Information Session, which will answer all your questions about the upcoming Social Media for Utilities conference. (I'm a speaker for this event, and I hope you'll join me and all the other social media professionals on the agenda!) This one-hour free information session will answer your questions, and you'll meet other social media professionals who have also been asked to pivot – immediately – to hold back the “blue sky” messaging and to use social media…

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October 2020

Social Media for Utilities Conference: Hands-on Writing Practice (1)

October 6, 2020 @ 3:45 am - 4:15 pm
Online United States

Register now for this four-session Social Media for Utilities virtual conference. I'm proud to be a speaker for this event, and I hope you'll join me and all the other social media professionals on the agenda.     The COVID-19 situation has changed EVERYTHING for EVERYBODY. Utility social media managers have been asked to pivot – immediately – to hold back the “blue sky” messaging and to use social media to broadcast messages to customers. This four-session virtual conference on…

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Free webinar: Write Persuasively So Readers Understand Your Message – American Society for Quality

October 8, 2020 @ 4:00 pm - 5:15 pm
Online United States
Free

Free Webinar: Write Persuasively So Readers Understand Your Message Do you want to write convincing emails and proposals? Register now! This free webinar will help you learn to write so readers understand your point and do what you ask. You’ll learn how to avoid “burying the lead” or making it difficult for your reader to understand what you’re requesting or suggesting. This talk will show why the most important persuasive writing technique you can use is the BLUF technique, in…

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Conference session: How TriMet Added Agents, Hours, and Channels Without Sacrificing Service Quality – Contact Center Expo

October 13, 2020 @ 2:00 pm - 2:45 pm
Online United States

In just one year, TriMet (Portland, Oregon's largest transit agency) scaled its eight-person, Monday-Friday phone-based support team to a 20-person, 24x7 omnichannel powerhouse. Under Jon Bell's leadership, the customer care team added social media and SMS channels and rolled out support for Hop Fastpass, the first-ever fare card to be used in Apple's wallet. With this "lifestyle product" fare card, which can also be used to unlock bike lockers and pay other fares, TriMet is a pioneer in the industry.…

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Social Media for Utilities Conference: Hands-on Writing Practice (2)

October 13, 2020 @ 3:45 pm - 4:15 pm
Online United States

Register now for this four-session Social Media for Utilities virtual conference. I'm proud to be a speaker for this event, and I hope you'll join me and all the other social media professionals on the agenda.     The COVID-19 situation has changed EVERYTHING for EVERYBODY. Utility social media managers have been asked to pivot – immediately – to hold back the “blue sky” messaging and to use social media to broadcast messages to customers. This four-session virtual conference on…

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Social Media for Utilities Conference: Hands-on Writing Practice (3)

October 20, 2020 @ 3:45 pm - 4:15 pm
Online United States

Register now for this four-session Social Media for Utilities virtual conference. I'm proud to be a speaker for this event, and I hope you'll join me and all the other social media professionals on the agenda.     The COVID-19 situation has changed EVERYTHING for EVERYBODY. Utility social media managers have been asked to pivot – immediately – to hold back the “blue sky” messaging and to use social media to broadcast messages to customers. This four-session virtual conference on…

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How to Write Internal Communications That Have “Axios Flair” – Washington Metropolitan Area Transit Authority

October 22, 2020 @ 10:00 am - 11:30 am
Online United States

Customized, virtual 90-minute writing workshop

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Social Media for Utilities Conference: Hands-on Writing Practice (4)

October 27, 2020 @ 3:45 pm - 4:15 pm
Online United States

Register now for this four-session Social Media for Utilities virtual conference. I'm proud to be a speaker for this event, and I hope you'll join me and all the other social media professionals on the agenda.     The COVID-19 situation has changed EVERYTHING for EVERYBODY. Utility social media managers have been asked to pivot – immediately – to hold back the “blue sky” messaging and to use social media to broadcast messages to customers. This four-session virtual conference on…

Find out more »

November 2020

Advanced Customer Service Writing: Empathy and Technical Accuracy – Planning Center (Part 1)

November 2, 2020 @ 12:00 pm - 4:00 pm
Online United States

Customized, two-part virtual writing course

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Advanced Customer Service Writing: Empathy and Technical Accuracy – Planning Center (Part 2)

November 9, 2020 @ 12:00 pm - 4:00 pm
Online United States

Customized, two-part virtual writing course

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How to Respond to Difficult Questions (Part 1) – United Educators

November 12, 2020 @ 2:00 pm - 3:00 pm
Online United States

   Customized, two-part virtual training

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How to Respond to Difficult Questions (Part 2) – United Educators

November 18, 2020 @ 2:00 pm - 3:00 pm
Online United States

Customized, two-part virtual training

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December 2020

Reader-Focused Writing: National Institute of Allergy and Infectious Diseases (Part 1)

December 7, 2020 @ 9:30 am - 11:00 am
Online United States

Two-part customized, virtual writing course.

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Reader-Focused Writing: National Institute of Allergy and Infectious Diseases (Part 2)

December 14, 2020 @ 9:30 am - 11:00 am
Online United States

Two-part customized, virtual writing course.

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Reader-Focused Writing at Caliber Home Loans (Webinar 1)

December 16, 2020 @ 2:30 pm - 3:30 pm
Online United States

    Customized, four-part virtual training series: Weds., Dec 16: Anticipate and answer readers’ questions Weds., Jan 13: Write concisely Weds., Jan 20: Write for readers who scan Weds., Jan 27: Write in plain language

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Free webinar: Best Practices for Writing Knowledge Base Articles

December 17, 2020 @ 1:00 pm - 1:45 pm
Online United States
Free

Please join me and Jarrod Davis of Unymira US on December 17, 2020 at 1 pm Eastern for some real-world talk about how poorly written KB articles harm customer experience and employee experience, and the steps you can take to improve the quality of your KB articles right away! Register now!

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January 2021

Introducing the Writing Style Guide for FWS.gov (U.S. Fish & Wildlife Service)

January 11 @ 2:30 pm - 4:00 pm
Online United States

Customized virtual training session to introduce the new style guide E-WRITE wrote for content creators at the U.S. Fish & Wildlife Service, "Writing Style Guide for FWS.gov"

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Introducing the Writing Style Guide for FWS.gov (U.S. Fish & Wildlife Service)

January 12 @ 12:00 pm - 1:30 pm
Online United States

Customized virtual training session to introduce the new style guide E-WRITE wrote for content creators at the U.S. Fish & Wildlife Service, "Writing Style Guide for FWS.gov"

Find out more »

Reader-Focused Writing at Caliber Home Loans (Webinar 3)

January 20 @ 2:30 am - 3:30 am
Online United States

    Customized, four-part virtual training series: Weds., Dec 16: Anticipate and answer readers’ questions Weds., Jan 13: Write concisely Weds., Jan 20: Write for readers who scan Weds., Jan 27: Write in plain language

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Introducing the Writing Style Guide for FWS.gov (U.S. Fish & Wildlife Service)

January 21 @ 2:30 pm - 4:00 pm
Online United States

Customized virtual training session to introduce the new style guide E-WRITE wrote for content creators at the U.S. Fish & Wildlife Service, "Writing Style Guide for FWS.gov"

Find out more »

Reader-Focused Writing at Caliber Home Loans (Webinar 4)

January 27 @ 2:30 pm - 3:30 pm
Online United States

    Customized, four-part virtual training series: Weds., Dec 16: Anticipate and answer readers’ questions Weds., Jan 13: Write concisely Weds., Jan 20: Write for readers who scan Weds., Jan 27: Write in plain language

Find out more »

February 2021

Your Knowledgebase: Is it Sexy or a Hot Mess? (LiveStream on Twitch)

February 3 @ 7:00 pm - 8:00 pm
Online United States
Free

Join me! I'm the guest for HDI Local Chapters LiveStream conversation on Twitch. "Your Knowledgebase: Is it Sexy or a Hot Mess?"

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Plain Language Weekly on Clubhouse – Join Us!

February 12 @ 12:00 pm - 12:45 pm
Online United States
Free
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  • Recent Posts

  • February 9, 2021


    “I’m tired of stupid comments”: How not to respond to social media followers

    Use these eight tips for responding to your haters on social media. While these dignified responses may not shut down negative, provocative people, they'll demonstrate to other followers that you can provide a calm, polite response even to a troll.

    Read more on the blog »