Preparing to use bots in your customer care organization? Confused about what a bot is and how one works? Is the robot army marching toward us? Maybe? Probably! As customer service professionals,...
I've just completed filming my first Lynda.com course, and I am on a work-related high. (Really.) It was a great experience. After months of working on the scripts and storyboards for my course, How...
If your company’s advertising makes your product sound fun, practical or hip and your customer service emails, chats or tweets sound scoldy or legalistic, you’ve got a problem. It’s not good for...
For selfish reasons, I'm offering you this list of places to find copyright-cleared and royalty-free images. My scattered list of these sites is driving me crazy, and I need to keep track of these...
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....
By Leslie O’Flahavan, E-WRITE and Rich Weborg, OneReach If your customers have opted-in to receive texts from your company, they probably realize that some of your texts are going to be automated....
This piece was originally published as part of the “Tough Talk” article series by Relate, where I’m honored to be a guest author. You’ve had the heart-to-heart with your boss about why it’s time for...
This piece was originally published as part of the "Tough Talk" article series by Relate, where I'm honored to be a guest author. My colleague, Frank, seemed distracted. He was taking days to...
Over the last six months I’ve been involved in a dream-come-true project. For the U.S. Energy Information Administration (EIA), I developed a full writing curriculum—a set of eight different writing...
