by Leslie O'Flahavan | Nov 11, 2018 | Featured, Writing Matters Blog
With the rise of SMS, chat, and social media, is using email for customer service as quaint as sending postal mail? “Tell us about the old days, Grandpa. Did you really have to lick an envelope to seal it?” No, the customer service email channel is not the...
by Leslie O'Flahavan | Apr 16, 2018 | Featured, Writing Matters Blog
I can picture you. It’s the end of a busy week and you’ve finally carved out an hour or so to do a quality check on the emails your agents send to customers. From the “Sent” pile, you randomly grab a response written by “Marian” and settle in with your QA scorecard to...
by Leslie O'Flahavan | Jan 6, 2016 | Featured, Plain Language Writing Courses, Writing Matters Blog
Over the last six months I’ve been involved in a dream-come-true project. For the U.S. Energy Information Administration (EIA), I developed a full writing curriculum—a set of eight different writing courses—and taught each of the courses at least twice. This project...
by Leslie O'Flahavan | Jan 27, 2015 | Writing Matters Blog
Register now for our writing workshop on March 4, 2014 in Washington, DC Today’s web design trends affect more than the way sites look and work; they affect how we write content. Writers are being asked to write less text, to let the images and icons communicate...
by Leslie O'Flahavan | Feb 13, 2013 | Writing Matters Blog
This course will provide you with what you’ve often said you need: practical guidance on writing web content, examples of effective content, and the opportunity to practice your writing skills. This hands-on workshop introduces you to the principles of web writing and...
by Leslie O'Flahavan | Jan 16, 2012 | Writing Matters Blog
Get Hands-on Help Writing Your Own Content No, it’s not a dance-a-thon or a walk-a-thon. It won’t make you tired or give you sore feet. It’s a Web Content Write-a-Thon. Sign up for this half-day hands-on web writing workshop, and make progress on...
by Leslie O'Flahavan | Nov 22, 2010 | Plain Language Writing Courses, Writing Matters Blog
In honor of the Plain Writing Act of 2010, we are offering a practical, hands-on, half-day workshop on strategies for writing in plain language. Register now to join us for this workshop on December 8, 2010 in Silver Spring, Maryland. In this workshop, you’ll...
by Leslie O'Flahavan | Jan 5, 2010 | Writing Matters Blog
While fulfilling my New Year’s resolution to purge a filing cabinet jammed with papers, I came across a tattered photocopy of an article about E-WRITE that appeared in the “Fast Forward” feature in the February 1997 issue of Working Woman magazine....
by Leslie O'Flahavan | Nov 10, 2008 | Content management, Writing Matters Blog
In October and August, I had the pleasure of teaching a day-long Writing for the Web course for the National Association of Secondary School Principals (principals.org). Sarah Lile, NASSP’s go-getter web editor, invited me to teach and managed the course logistics. ...
