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Writing for the Web – APTA

New APTA home page New APTA interior page #1 New APTA interior page #2   How to join the Light Rail Transit Association AAR - Freight Rail's Impact NIH Research Matters NIH - Test predicts whether chemotherapy will help early-stage breast cancer patients Teach...

Recorded webinar: How to Write Like a Human in an Age of Speed

Last month, customer service expert Jeff Toister and I co-presented the webinar, "How to Write Like a Human in an Age of Speed." Jeff reported the results of his survey, "How Fast Should a Business Respond to an Email?" Did you know that 44% of consumers want an email...

How to Write Content That Connects With Readers – AAPA

PSPA - Publications & Products NIH Research Matters Teach for America - bites and snacks AAPA - bites and snacks   AAPA - Grassroots Advocacy and Information Network AAPA - Resumes and CVs Brian Reich's Rule of Four Your Next Trip to the Great Outdoors Helps...

Writing for the Web – Fairfax County Public Schools

  Immunization Requirements for Entry Into School - Arlington County Public Schools Immunization Requirements - Baltimore City Public Schools Immunization Information - Allegany County Public Schools   How Little Do Users Read? How Chunking Helps Content...

Customer Service Chat by Vizio: Some Answers, But No Help

Customer service chat is popular with companies and customers alike. It's easy, it's quick, and it works well on mobile devices. But easy and popular doesn't always equal good. Read this chat with customer service agent "Jack" at Vizio. It is a set of customer service...

Is Your Email Scorecard Making Agents’ Writing Worse?

Stay with me here as I connect this sad spelling test story to the task of scoring email quality in a contact center. When managers score agents’ email quality in a “gotcha” fashion, or when they score agents on writing skills that haven’t been explained, taught, or...

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