Whitepapers & Tools

We developed this social media writing guide for the Centers for Disease Control. While the examples will be most relevant to health communicators, the guidance about writing for social media is...

Months before the hectic holiday shopping season, we decided to conduct an experiment to find out which online retailer does customer service e-mail best. We sent the same e-mail query to seven...

Not so long ago, emails, face-to-face meetings, and phone calls dominated office communication. Today, that's all changed. Much of our communication is virtual, not in person. Employees have access...

You’ve spent all morning digging through cover letters, resumes, and writing samples. It’s not easy to figure out whether an applicant has excellent writing skills or even competent ones, and it’s...

You'll want to download 12 Customer Service Fails and How They Could Have Been Prevented, a new ebook published by ICMI. In the ebook, 12 customer service experts--including E-WRITE's Leslie...

Trying to coach or train customer service agents to write high-quality live chat to customers? Show them what works and what doesn't in these real chat transcripts from companies including...

At the height of travel season, we decided to conduct a non-scientific experiment to find out which hotel chain does customer service e-mail best.  Using the clever pseudonym “Jane Doe,” we sent the...