by Leslie O'Flahavan | Apr 18, 2016 | Featured, Plain Language Writing Courses, Writing Matters Blog
This piece was originally published as part of the “Tough Talk” article series by Relate, where I’m honored to be a guest author. You’ve had the heart-to-heart with your boss about why it’s time for you to move on. You’ve given HR your two weeks notice. You’ve...
by Leslie O'Flahavan | Mar 14, 2016 | Featured, Plain Language Writing Courses, Writing Matters Blog
This piece was originally published as part of the “Tough Talk” article series by Relate, where I’m honored to be a guest author. My colleague, Frank, seemed distracted. He was taking days to respond to emails and ignoring voicemails altogether. Then...
by Leslie O'Flahavan | Dec 9, 2015 | Writing Matters Blog
So, it’s like that, Princeton Review. You loved me when I subscribed to receive your weekly School Research Service e-mails, but now that my daughter’s been accepted to college and I’ve unsubscribed, you can’t even be polite. Here’s the...
by Leslie O'Flahavan | Jan 24, 2013 | Social Media Writing Courses, Writing Matters Blog
This article was first published in the Winter 2012 issue of CRM Magazine. In the last few years, almost everything about writing to customers has changed. The number of channels has gone from three (letters, faxes, and e-mails) to at least seven (letters, faxes,...
by Leslie O'Flahavan | Sep 6, 2012 | Writing Matters Blog
This guest post is by Paula Tarnapol Whitacre, principal of Full Circle Communications, a writing and editing firm based in Alexandria, VA.E Effective E-Mails, from Subject Line to Signature E-mails are so much a part of our daily communication that we often dash...
by Leslie O'Flahavan | Aug 22, 2012 | Writing Matters Blog
I recently had simple, direct, if somewhat slow chat (almost five minutes long) with Susan, a helpful customer service representative at Crate and Barrel. My question: “Do you sell bird baths or bird feeders?” Crate and Barrel’s answer “No,...
by Leslie O'Flahavan | Oct 10, 2011 | Writing Matters Blog
When this e-mail landed in my inbox, I just had to say “wow.” It’s not easy to send an e-mail to nearly everyone at work explaining that you’re leaving because you’ve gotten a better job in a much warmer and hipper place. Jane Doe’s...
by Leslie O'Flahavan | Apr 26, 2011 | Writing Matters Blog
Ever wondered what it would be like to receive a brush-off e-mail from a corporation’s animal mascot? Well, wonder no more. Here’s the “no thanks” e-mail a friend’s son received after he tried out to replace the inappropriate Gilbert...
by Leslie O'Flahavan | Feb 10, 2011 | Writing Matters Blog
This out-of-office e-mail landed in my inbox a few days ago. I don't know "Bob" personally; he's a member of a Yahoo! group I follow. (To preserve privacy, I have changed all identifying info in the e-mail.) I think Bob's e-mail is one of a kind,...
by Leslie O'Flahavan | Nov 2, 2010 | Writing Matters Blog
Am I a hypocrite or a grouch? I’ve spent many years exhorting customer service staff to write friendly, upbeat e-mails to customers. Using a friendly tone builds rapport and reduces customer angst. But the customer service e-mail I received from PayPal is so...
