Books

Join our Plain Language Weekly Club on Clubhouse

On Fridays at 12 pm Eastern, Deborah Bosley, owner of The Plain Language Group, and I are hosting the Plain Language Weekly Club on Clubhouse. Please join us! Our casual, candid conversations include people from all corners of the plain language world: consultants,...

Set the Tone in Email: How You Say It Is as Important as What You Say

Setting the right tone in email writing is more than just choosing the right wine to go with the meal. Tone in email – how you say what you say – is so important that an inappropriate tone can cause a reader to ignore, delete, or overreact to your message. A versatile...

How to Write a Five-Star Response to a One-Star Rating or Poor Review

A gracious response may help to win over an unhappy customer and demonstrate that you’re listening and you care. Sometimes social media feels like the mean kids’ table in the lunchroom at middle school. Everybody’s talking dirt about someone else. And once the gossip...

Resources: Writing in Plain Language at NTSB

Webinar 1 Where to find plain language award winners and heroes: http://www.plainenglishawards.org.nz/about/plain-english-awards-about/ https://centerforplainlanguage.org https://plainlanguage.gov https://www.lwionline.org Some federal agencies give their own plain...

For Entrepreneurs: How to Grow Your Virtual Network, Sincerely

We’ve all experienced the highs and lows of having a personal virtual network. We enjoy the highs—reconnecting on Facebook with your best friend from high school—and we suffer the lows—scrolling through a cousin’s Instagram pics of every plate of food she’s ever...

Put Us Out of Our Misery: The End of Customer Service Email?

Predicting the death of email may seem risky for a consultant who helps frontline customer service agents improve their writing skills, but I’m here and I’m doing it. Throughout the 2000s and the 2010s, email was the workhorse customer service channel—an easy, modern...

Why You Should Be (Business) Friends With Your Competitors

When I started my business 24 years ago, I believed I should have a “versus” attitude toward my competitors. It was their offering versus mine, right? One company had to win, didn’t it? Like many people, I thought that getting ahead in business meant getting ahead of...

You Can Take Two of My LinkedIn Learning Writing Courses for Free!

Free online courses for job-seekers Microsoft and LinkedIn have announced a joint effort to accelerate economic recovery and make sure it's inclusive. To help people get the skills they need to land their next jobs, they have made 10 LinkedIn Learning role-based...

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