Please download these participant writing samples for our Office Hours workshop on May 5, 2020 Change_Post_Implementation_Review_Greg-Sanker 7 Essential Components of Crisis Communication for Leaders_Seaton_27Apr2020 Butterball Letter Template_Pamela-Barnes
Technical Writing
In Unusual Times, Replace the Usual Customer Service Phrases
On a typical day, most customers will understand what you mean even if you use less-than-graceful words when you speak or write. For example, lots of customers dislike the phrase “No problem!” but they’ll look past it if you’re providing great service. They’ll give...
20 Ways to Empathize With Stressed Out Customers
These are difficult times, and our anxious customers need us more than ever. Some of them need help with a simple task, like “How do I add a new driver to my auto insurance policy?” Others need help solving a problem: “Why was I charged twice for inflight WiFi?” All...
Resources: How to Write a Quickstart Guide
Download: E-WRITE Quickstart Guide Review Checklist for Subject Matter Experts Download: E-WRITE Quickstart Guide Review Checklist for Users_2020
My Very Own Crystal Ball: Four Must-Have Writing Skills for Customer Service Agents of the Future
The future is unknowable and people who gaze at crystal balls to predict it are probably crooks, not clairvoyants. In spite of that, I’m going to have a go at predicting a slice of the future based on my knowledge of the recent past. Over the last decade, as companies...
Death to the Term “Soft Skills”: Writing is a Hard Skill All Support Professionals Need
I admit it. I hate the term “soft skills” and want everyone to stop using it. Right now. It’s vague, it’s dismissive, and it pits “soft” skills against “hard” ones when we know support professionals need both kinds of skills to do their increasingly complicated jobs...
Advanced Content Writing Workshop – AAPA
Three Steps to Selecting ICD-10 Codes Accurately Three things to remember when choosing a code without a diagnosis 5 Steps to Use Social Media to Benefit the Profession Healthcare news headlines: Clinician Today PAEA Government Relations headlines and Public Health...
Resources: Plain Language Writing Workshop for Scientists and Engineers – MSHA
500px Terms of Service The Plain Writing Act of 2010 Center for Plain Language Plainlanguage.gov Plain Language Summit – Sept 5, 2019 MSHA 24-hour New Miner Class Part 48 - Pottsville Chapter Federal Plain Language Guidelines From the Plain Language Guidelines: Add...
Support Driven Expo Americas 2019
E-WRITE_Handouts_Consistent-Communication-Omnichannel-World_Support-Driven_11July2019 E-WRITE_Handouts_How-to-Hire-Agents-Who-Have-Great-Writing-Skills_SupportDriven_Expo_11July2019 ...
Webinar recording: How to Develop an Agency Brand Voice That Connects With Customers Online
Is your company or government agency using a tone of voice that connects with customers online, or is it using a stale, bureaucratic voice that repels them and breeds distrust or confusion? In this recorded webinar, I cover what brand voice is and how it’s governed. I...
