The Quality Review Tool presents seven industry-tested standards for e-mail quality and explains what constitutes excellent performance on each standard. Use the Quality Review Tool to score customer service agents' e-mails, coach agents, improve writing skills, and...
Customer service
Guide to Writing for Social Media
We developed this social media writing guide for the Centers for Disease Control. While the examples will be most relevant to health communicators, the guidance about writing for social media is practical for any organization that wants to provide high quality social...
Which Online Retailer Does E-Mail Best?
Months before the hectic holiday shopping season, we decided to conduct an experiment to find out which online retailer does customer service e-mail best. We sent the same e-mail query to seven big-name retailers that sell a certain toy croquet set we were interested...
Client: US Patent & Trademark Office
Client: Library of Congress
Client: Pan American Health Organization
Client: Crayola
Client: WellPet
Client: Hawaiian Airlines
Three Ways to Improve Your Writing Process and Reduce Your Suffering
[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 gazing out the window, the inky splotches your fountain pen leaves on...
