[This article was originally published by WordRake.] In a just world, you wouldn’t have to convince your subject matter expert colleagues that your plain language edits make their documents better....
[This article was originally published by ICMI.] Your company’s “Contact Us” page is the most utilitarian, least sexy page at your website. It has one job: helping people who need to contact you...
[This article was originally published by ICMI.] As a lifelong writing teacher, I’m overwhelmed (traumatized?) by our industry’s gen AI frenzy. Yes, our agents will be faster if they use gen AI...
[This article was originally published by Contact Center Pipeline.] All our customers deserve our empathy, but the ones who write to us in English when English isn’t their primary language deserve a...
[This article was originally published by Contact Center Pipeline.] These 10 tips will enable you to focus on your message. Your heart is in the right place. You intend to focus on the important...
[This article was originally published by WordRake.] If you’re a heartbroken poet living in an unheated garret in Paris, there’s no doubt your writing process includes suffering: the hours you spend...
If you were building a playground for your local elementary school, you’d never install swings with chains that pinch little fingers or a teeter-totter that catapults kindergarteners into the air. A...
To write great knowledge base articles, you should think like a tailor. To make a bespoke suit jacket, a tailor takes many measurements, everything from the width of the shoulders to the...
[This article was originally published by WordRake.] I’m weird. I love editing. With a finished draft in hand, I’m eager to ask myself editing questions like “Is this document convincing?”, “Have I...
“Too long, uncaring, and off-brand.” Three criticisms you never want to hear about your social media responses to customers! But it can be difficult to write posts that are short enough, empathetic...
[This article was originally published by WordRake.] “How hungry is my reader?” When we sit down to write a web page, report, proposal, or blog post, we’re often plagued by uncertainty about our...
A version of this blog first appeared on the North Bridge Group website. Publication date: March 10, 2024 You’re a CSR, and there’s so much you hate about your job. Customers shriek at you all day....
