Recently I received this e-mail from a person who attended a presentation I gave at a conference. (Name's changed, of course...) Dear Leslie O'Flahavan, My name is Adam Lydell, and I work as a manager for ABC Roofing Supply Corp. I have a team of people who respond to...
Business Writing
DRAFT – how not to sell google apps or anything else via email
Leslie, If you're not using Google Apps, you should be. I'd like to demonstrate this fact when you have 15 minutes. Meanwhile, here's a short video: Apps Intro -- Douglas Baumwall USA Corp - Google Apps Reseller 801 Brickell Avenue Ninth Floor Miami FL 33131 (786)...
editors’ blogs
Copyediting.com's Tip of the Week The Subversive Copyeditor Blogslot (Bill Walsh) Grammar Girl's Quick and Dirty Tips for Better Writing (Mignon Fogarty) The Editor's Weekly After Deadline: Newsroom Notes on Usage and Style Behind the Grammar (Mignon Fogarty) Grammar...
Six reasons to write high-quality self-service content
Six reasons to write high-quality self-service content Reduce support costs. Better self-service writing means fewer contacts from confused customers. And costs per incident are high in the world of multichannel support. "Phone is one of the more expensive ways to...
Writing Refresher for Professionals
On-the-Job Writing: How to Write Professional Emails People Will Want to Read – Out For Work Conference
DRAFT – United apology email
http://www.foxnews.com/travel/2014/08/05/united-airlines-sends-insincere-unspecific-apology-letter-to-passenger/ http://www.ijreview.com/2014/07/163248-customer-service-fail-united-airlines-apology-letter-accidentally-hilarious/...
Auto Draft
Your FAQs Are the Junk Drawer of Self-Service
[This article was originally published by ICMI.] I wish FAQs were the 8-track players of customer self-service, but they are not. Lots of companies still publish FAQs pages and lots of desperate customers go to those pages for help. And though I usually avoid sweeping...
Four Ways to Handle Plain Language Pushback from Stubborn SMEs
[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. And doctors wouldn’t have to convince patients to quit smoking, and...
