August 2014
Six Easy Ways to Improve Your Email Writing Skills (Webinar for First American Corp.)
Customized webinar for First American.
Find out more »September 2014
How to Explain Technical Topics to Non-Technical Readers (Webinar for First American Corp.)
Customized webinar for First American.
Find out more »November 2014
WEBINAR: Writing Great Emails to Customers – How Social Media Has Changed the Rules
Register now for my free webinar on November 13: "Writing Great Emails to Customers - How Social Media Has Changed the Rules" While contact centers are spending lots of energy servicing newer channels, many customers still prefer email. However, social media character limits and the new language of chat are changing our expectations for all types of written communication, even “older” channels like email.Join me for a live, 45-minute webinar in which I'll demystify the process of writing great email…
Find out more »How to Clear the Clutter from Your Writing (Webinar for First American Corp.)
Customized webinar for First American.
Find out more »January 2015
WEBINAR – Six Easy Ways to Improve Your Email Writing Skills – National Institute for Occupational Safety and Health
Customized webinar for government agency
Find out more »August 2015
Demystifying Punctuation: How to Use the Colon, Semicolon, and Comma – Webinar for CDC
Customized webinar for Centers for Disease Control (not open to the public)
Find out more »September 2015
Webinar: How to Harness the Power of Chat in Your Contact Center
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…
Find out more »December 2015
How to Write Email That Gets Results – Westat webinar
Customized, in-house, 60-minute webinar
Find out more »March 2016
CollegeBoard Plain Language Series: Webinar 2 – How to Write Concise Documents and Emails
Customized 60-minute webinar for CollegeBoard staff. Second webinar in a series of four.
Find out more »April 2016
CollegeBoard Plain Language Series: Webinar 3 – Strategies for Streamlining Sentences
Customized 60-minute webinar for CollegeBoard staff. Third webinar in a series of four.
Find out more »CollegeBoard Plain Language Series: Webinar 4 – How Displaying Text Visually Helps You Cut Word Count
Customized 60-minute webinar for CollegeBoard staff. Fourth webinar in a series of four.
Find out more »June 2016
Email Writing Masterclass: How to Write Email That Gets Results (webinar) – CollegeBoard
Customized webinar. Part 1 of a 4-part webinar series.
Find out more »July 2016
Webinar: How to Write to Customers in Your Company’s Brand Voice (Part 1)
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…
Find out more »August 2016
Webinar: How to Write to Customers in Your Company’s Brand Voice (Part 2)
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…
Find out more »September 2016
CollegeBoard Plain Language Series: Webinar 1 – What is Plain Language?
Customized 60-minute webinar for CollegeBoard staff. First webinar in a series of four.
Find out more »Writing Customer-Focused Chat at Marriott
Customized chat writing course for Marriott International's IT Delivery team.
Find out more »CollegeBoard Plain Language Series: Webinar 2 – How to Write Concise Documents and Emails
Customized 60-minute webinar for CollegeBoard staff. Second webinar in a series of four.
Find out more »CollegeBoard Plain Language Series: Webinar 3 – How to Write Concise Documents and Emails
Customized 60-minute webinar for CollegeBoard staff. Third webinar in a series of four.
Find out more »October 2016
Writing Customer-Focused Chat at Marriott
Customized, onsite chat writing course for Marriott International's IT Delivery team.
Find out more »CollegeBoard Plain Language Series: Webinar 4 – How to Write Concise Documents and Emails
Customized 60-minute webinar for CollegeBoard staff. Fourth webinar in a series of four.
Find out more »November 2016
Email Writing Masterclass: How to Write Email That Gets Results (webinar) – CollegeBoard
Customized webinar. Part 1 of a four-part webinar series.
Find out more »December 2016
Email Writing Masterclass: How to Write Email That Gets Results (webinar) – CollegeBoard
Customized webinar. Part 2 of a four-part webinar series.
Find out more »Email Writing Masterclass: How to Write Email That Gets Results (webinar) – CollegeBoard
Customized webinar. Part 3 of a four-part webinar series.
Find out more »Email Writing Masterclass: How to Write Email That Gets Results (webinar) – CollegeBoard
Customized webinar. Part 4 of a four-part webinar series.
Find out more »January 2017
Webinar: 10 Things You Should STOP Writing to Customers in 2017 – SOCAP
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…
Find out more »February 2017
Email Writing Masterclass: How to Write Email That Gets Results (Webinar 1) – CollegeBoard
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
Find out more »Email Writing Masterclass: How to Write Email That Gets Results (Webinar 2) – CollegeBoard
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
Find out more »March 2017
Email Writing Masterclass: How to Write Email That Gets Results (Webinar 3) – CollegeBoard
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
Find out more »Train-the-Trainer: Writing Customer-Focused Email at Republic Services
Customized, online workshop for trainers
Find out more »Email Writing Masterclass: How to Write Email That Gets Results (Webinar 4) – CollegeBoard
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
Find out more »August 2017
Email Writing Masterclass: How to Write Email That Gets Results (Webinar 1) – College Board
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
Find out more »Email Writing Masterclass: How to Write Email That Gets Results (Webinar 2) – College Board
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
Find out more »Email Writing Masterclass: How to Write Email That Gets Results (Webinar 3) – College Board
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
Find out more »Email Writing Masterclass: How to Write Email That Gets Results (Webinar 4) – College Board
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
Find out more »November 2017
Email Writing Masterclass – SOCAP Online Course (Part 1)
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…
Find out more »Email Writing Masterclass – SOCAP Online Course (Part 2)
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…
Find out more »April 2018
Webinar 4: Writing Best-in-Class Email – IceWarp
Customized four-part webinar series for IceWarp staff who have completed my Lynda.com course Writing Customer Service Email.
Find out more »May 2018
Webinar 1: Writing Best-in-Class Email – IceWarp
Customized four-part webinar series for IceWarp staff who have completed my Lynda.com course Writing Customer Service Email.
Find out more »FREE Webinar: How to Use the Bite, Snack, Meal Approach to Web Writing
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…
Find out more »Webinar 2: Writing Best-in-Class Email – IceWarp
Customized four-part webinar series for IceWarp staff who have completed my Lynda.com course Writing Customer Service Email.
Find out more »Webinar 3: Writing Best-in-Class Email – IceWarp
Customized four-part webinar series for IceWarp staff who have completed my Lynda.com course Writing Customer Service Email.
Find out more »August 2018
Criteo Email Writing Masterclass – Webinar 1
Hands-on webinar series
Find out more »Criteo Email Writing Masterclass – Webinar 2
Hands-on webinar series
Find out more »WEBINAR: How to Write Like a Human in an Age of Speed
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…
Find out more »Criteo Email Writing Masterclass – Webinar 3
Hands-on webinar series
Find out more »November 2018
WEBINAR: 10 Ways Contact Centers Annoy Their Customers (and How to Stop)
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…
Find out more »February 2019
Webinar: Why Analytical Reading is so Difficult and How to Develop Your Team’s Reading Skills
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…
Find out more »September 2019
How to Write Social Media Templates That Won’t Make You Sound Like a Robot – Online course, Part 1
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…
Find out more »How to Write Social Media Templates That Won’t Make You Sound Like a Robot – Online course, Part 2
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…
Find out more »November 2019
How (And Why) to Write in Plain Language – Community Financial Credit Union
Customized online course
Find out more »December 2019
Persuasive Writing: Two Techniques for Getting Your Readers to Agree With You or Do What You’ve Asked – Community Financial Credit Union
Customized online course
Find out more »Writing Refresher: Update Your Punctuation and Grammar Skills – Community Financial Credit Union
Customized online course
Find out more »Three Techniques for Telling People “No” in Writing – Community Financial Credit Union
Customized online course
Find out more »May 2020
E-WRITE Office Hours: Hands-On Help With Your Own Writing
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…
Find out more »Reader-Focused Writing at the Bureau of Labor Statistics – Webinar 1
Customized, virtual writing course
Find out more »Reader-Focused Writing at the Bureau of Labor Statistics – Webinar 2
Customized, virtual writing course
Find out more »How to Convey a Difficult Message – United Educators
Customized, virtual writing course
Find out more »Reader-Focused Writing at the Bureau of Labor Statistics – Webinar 3
Customized, virtual writing course
Find out more »Reader-Focused Writing at the Bureau of Labor Statistics – Webinar 4
Customized, virtual writing course
Find out more »June 2020
How to Write So Customers Recognize You Understand Their Concerns – United Educators
Customized, virtual training
Find out more »Content Writing Workshop: Writing for the Web (Part 1) – United Educators
Customized, virtual, two-part writing course
Find out more »July 2020
Content Writing Workshop: Writing “Insights” Articles (Part 2) – United Educators
Customized, two-part, virtual writing course
Find out more »How to Write Email That Gets Results and Builds Rapport – WellPet
Customized, virtual writing course
Find out more »10 Tips for Writing in Plain Language – Bureau of Economic Analysis
Customized, virtual writing course
Find out more »Effective Writing Tools Workshop – Virtual Leadership Summit: Federally Employed Women
Three-hour, customized virtual writing workshop
Find out more »How to Write With Empathy – Lindt Chocolatiers
Customized, 60-minute virtual training
Find out more »How to Read Analytically and Write Responsively – Lindt Chocolatiers
Customized, 60-minute virtual training
Find out more »August 2020
How to Write Email Templates That Don’t Make You Sound Like a Robot – Lindt Chocolatiers
Customized, 75-minute virtual training
Find out more »Business Writing for Professionals (Part 1) – Bureau of Economic Analysis
Customized, virtual three-part writing course
Find out more »Business Writing for Professionals (Part 2) – Bureau of Economic Analysis
Customized, virtual three-part writing course
Find out more »Business Writing for Professionals (Part 3) – Bureau of Economic Analysis
Customized, virtual three-part writing course
Find out more »Writing in Plain Language at NTSB – Webinar 1
Customized, four-part virtual training
Find out more »Introduction to Technical Writing (Part 1) – Bureau of Economic Analysis
Customized, virtual three-part writing course
Find out more »Writing in Plain Language at NTSB – Webinar 2
Customized, four-part virtual training
Find out more »Introduction to Technical Writing (Part 2) – Bureau of Economic Analysis
Customized, virtual three-part writing course
Find out more »Writing in Plain Language at NTSB – Webinar 3
Customized, four-part virtual training
Find out more »Introduction to Technical Writing (Part 3) – Bureau of Economic Analysis
Customized, virtual three-part writing course
Find out more »Writing in Plain Language at NTSB – Webinar 4
Customized, four-part virtual training
Find out more »September 2020
Introduction to Business Writing – Abu Dhabi Investment Authority
Customized, 60-minute virtual training
Find out more »Introduction to Technical Writing – Abu Dhabi Investment Authority
Customized, 60-minute virtual training
Find out more »Writing Customer-Focused Email (Part 1) – Kellogg’s
Customized, virtual, two-part writing workshop
Find out more »Writing Customer-Focused Email (Part 2) – Kellogg’s
Customized, virtual, two-part writing workshop
Find out more »Social Media for Utilities Conference – Free Info Session
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…
Find out more »October 2020
Social Media for Utilities Conference: Hands-on Writing Practice (1)
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 »Free webinar: Write Persuasively So Readers Understand Your Message – American Society for Quality
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…
Find out more »Conference session: How TriMet Added Agents, Hours, and Channels Without Sacrificing Service Quality – Contact Center Expo
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.…
Find out more »Social Media for Utilities Conference: Hands-on Writing Practice (2)
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 »Social Media for Utilities Conference: Hands-on Writing Practice (3)
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 »How to Write Internal Communications That Have “Axios Flair” – Washington Metropolitan Area Transit Authority
Customized, virtual 90-minute writing workshop
Find out more »Social Media for Utilities Conference: Hands-on Writing Practice (4)
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)
Customized, two-part virtual writing course
Find out more »Advanced Customer Service Writing: Empathy and Technical Accuracy – Planning Center (Part 2)
Customized, two-part virtual writing course
Find out more »How to Respond to Difficult Questions (Part 1) – United Educators
Customized, two-part virtual training
Find out more »How to Respond to Difficult Questions (Part 2) – United Educators
Customized, two-part virtual training
Find out more »December 2020
Reader-Focused Writing: National Institute of Allergy and Infectious Diseases (Part 1)
Two-part customized, virtual writing course.
Find out more »Reader-Focused Writing: National Institute of Allergy and Infectious Diseases (Part 2)
Two-part customized, virtual writing course.
Find out more »Reader-Focused Writing at Caliber Home Loans (Webinar 1)
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 »Free webinar: Best Practices for Writing Knowledge Base Articles
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!
Find out more »January 2021
Introducing the Writing Style Guide for FWS.gov (U.S. Fish & Wildlife Service)
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 »Introducing the Writing Style Guide for FWS.gov (U.S. Fish & Wildlife Service)
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 »
