Want to make your knowledge base articles easier to read and your instructions easier to follow? Quit the throat-clearing. Cut the Notes. Stop writing stuff like this: Note: This is the default when this field is left empty. Note: Do not start this process until you...
Coaching
When GenAI Should Do the Writing
[This article was originally published by Contact Center Pipeline.] The poets, newspaper journalists, and novelists may be weeping into their embroidered hankies about generative AI (GenAI) being the death of original writing. But contact center agents - whose...
Protected: Technical Writing That Gets Results: April 14 and 25, 2026
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A loving goodbye to my E-WRITE partner, Marilynne Rudick
Marilynne Rudick and I formed E-WRITE in 1996. She retired in 2011, and she passed away this February. I loved her with all my heart. Our partnership is the source of every good thing that has happened in my career over the last 30 years. We started E-WRITE because we...
Your Knowledge Base Articles Need Better Titles
** This article is the first in a four-part series on writing better FAQs and knowledge base content. Let's get started! ** You’re exhausted. Your knowledge base has 23 bazillion articles in it, and at least 4 bazillion of them are hard to read, outdated, or useless....
Mastering Customer Service Writing with Leslie O’Flahavan
[This article was originally published by Help Desk Migration by Relokia] In an era when 41% of consumers say live chat is their top support channel, and 73% report high satisfaction with chat compared to email, the way companies communicate matters more than ever...
Your Social Posts Are Boring, But They Don’t Have To Be
You know the type, right? The “We published a report” post that gets a couple of weak likes or the “We hosted a meeting” post that's shared only by the people in the accompanying photo. Boring posts are everywhere in social media, but being common doesn't make them...
How to Write E-Mail to People Who Don’t Read
You do your best to communicate clearly, but you can tell by their questions that people just aren't reading your e-mails! With the volume of e-mail escalating and the pressure to write timely responses increasing, it's more important than ever to build powerful...
Writing E-Newsletters That Work
E-mail newsletters are the mainstay of online publishing. But with readers inundated, how do you create a newsletter that stands out, one your subscribers are eager to receive? This course will provide an overview of different types of e-mail newsletters and help you...
Writing Clear, Correct, Concise E-Mail
Do your e-mails to customers contain errors in grammar, spelling, and usage or a tone that undermines your professional image? If so, this day-long course, which is based on the Clear, Correct, Concise E-Mail workbook, will help you refresh basic writings skills and...
