E-WRITE : Articles http://www.ewriteonline.com E-WRITE Fri, 16 May 2008 9:07:05 CDT en-us Tips for an Effective Contact Us Page http://www.ewriteonline.com/ht/d/ArticleDetails/i/2399 http://www.ewriteonline.com/ht/d/ArticleDetails/i/2399 Wed, 23 Jan 2008 10:27:52 CST By Monte Enbysk, Microsoft Office Live Small BusinessThis article is written about us, not by us! Many thanks to Microsoft's Monte Enbysk for permission to reprint. One of the hardest-working but most underrated pages of any Web site is the "Contact Us" page. It hangs in the background, behind more glamorous pages, ready to impart the most basic but essential of information about a business."Done right, it's a pretty modest page, without a lot of marketing or content," notes Leslie... Download FAQs Style Guide http://www.ewriteonline.com/ht/d/ArticleDetails/i/2248 http://www.ewriteonline.com/ht/d/ArticleDetails/i/2248 Mon, 10 Sep 2007 07:57:36 CDT Download FAQs Style Guide:Learn To Write FAQs That Help Customers Help Themselves Last year, we helped the Energy Information Administration (EIA) revise their FAQs. That project went so well that EIA wanted us to tell all their subject matter experts how to write FAQs that help customers help themselves! So we wrote a Style Guide... Four Simple Rules For Writing Subject Lines That Boost Productivity http://www.ewriteonline.com/ht/d/ArticleDetails/i/2077 http://www.ewriteonline.com/ht/d/ArticleDetails/i/2077 Fri, 03 Aug 2007 18:40:42 CDT Everyone has a personal cause or crusade: end world hunger, get red-light runners off the road, or outlaw flip-flops. Our crusade: Stamp out poor e-mail subject lines.Why have we made subject lines our personal crusade? Because bad subject lines are productivity sinks. How much time do you waste opening e-mails that could have been deleted, filed, or archived if the subject line had done a good job of previewing the content? How much time do you fritter away searching your e-mail... Research Update: Timely, Relevant Newsletters Thrive http://www.ewriteonline.com/ht/d/ArticleDetails/i/1769 http://www.ewriteonline.com/ht/d/ArticleDetails/i/1769 Fri, 16 Feb 2007 14:30:32 CST Are you discouraged by your newsletter's flat—or maybe declining—open rate? Perhaps you're wondering whether your newsletter is worth the effort. Do your subscribers find it relevant? Have blogs and news feeds made newsletters obsolete? Newsletters do face unprecedented competition for their subscribers' time, but there is good news from the Nielsen Norman Group's (NN/g) usability research. The best of them—those newsletters that are relevant and timely—have bright futures and are... Eight Essential Writing Skills For Techies* http://www.ewriteonline.com/ht/d/ArticleDetails/i/1439 http://www.ewriteonline.com/ht/d/ArticleDetails/i/1439 Thu, 03 Aug 2006 09:55:29 CDT We begin this issue with a bold statement: technical people need adequate writing skills. Though we realize many techies despise writing—"I hated English; that's why I became an engineer in the first place"—techies in today's workplace need to be able to write. Besides, the whole concept of being either non-literary (a techie) or non-technical (a wordie?) is dead. Fifteen years ago, we all had one stubborn non-techie colleague who "wasn't into" computers or "didn't do" e-mail. But today,... Teaching Offshore Agents To Write American E-Mail http://www.ewriteonline.com/ht/d/ArticleDetails/i/1430 http://www.ewriteonline.com/ht/d/ArticleDetails/i/1430 Thu, 27 Jul 2006 11:27:01 CDT This article will be especially useful to you if you manage a contact center and employ offshore customer service agents (in India, the Phillipines, etc.) who write e-mail to American customers. But if you're more concerned with online writing for global (non-American customers), please read our article Web Writing For The World: Five Tips On Writing For Global Readers.So, you've set up an offshore contact center to handle customer inquiries. You realize that some of your American... Nine Things We Thought You Knew About Web Writing http://www.ewriteonline.com/ht/d/ArticleDetails/i/1122 http://www.ewriteonline.com/ht/d/ArticleDetails/i/1122 Tue, 17 Jan 2006 06:52:20 CST Hey you. Yes, you. You know who you are. We thought you had taken care of these web writing "demons." But it turns out some of you need a little reminder. So, here are nine things we thought you knew about web writing. 1. (Almost) No One Cares About Your Mission StatementVisitors care deeply about what your company can do and what you believe in. But they rarely care about the 33-word mission statement your staff spent an entire weekend retreat arguing about: "Our mission as a company... Roles Newsletters Play: Who Are You To Your Subscribers? http://www.ewriteonline.com/ht/d/ArticleDetails/i/1121 http://www.ewriteonline.com/ht/d/ArticleDetails/i/1121 Tue, 17 Jan 2006 06:50:25 CST In BriefLearn about five newsletter roles: industry insider, efficient assistant, experienced consultant, storyteller, and subscriber stand-in. Read a description of each role, a discussion of the kinds of content that enable your newsletter to play that role, and an example of a newsletter that illustrates each role. 26 Ways To Spruce Up Your Newsletter http://www.ewriteonline.com/ht/d/ArticleDetails/i/1120 http://www.ewriteonline.com/ht/d/ArticleDetails/i/1120 Tue, 17 Jan 2006 06:41:08 CST In BriefReview our list of 26 ways to freshen your e-newsletter. Answering Customer Service E-Mail: Five Errors That Cost You Customers http://www.ewriteonline.com/ht/d/ArticleDetails/i/204 http://www.ewriteonline.com/ht/d/ArticleDetails/i/204 Sun, 04 Apr 2004 17:56:09 CDT In BriefOur analysis of customer service e-mail turned up five common traits that can cost you customers. Learn what they are and how to avoid them. How To Work Your FAQs Harder, Not Your Agents http://www.ewriteonline.com/ht/d/ArticleDetails/i/705 http://www.ewriteonline.com/ht/d/ArticleDetails/i/705 Fri, 25 Feb 2005 12:52:55 CST In BriefYour customer service agents are working harder than ever, but you are still inundated with e-mail. The solution: well-written FAQs that allow customers to self-serve can dramatically reduce e-mail volume. Here are six tips for writing FAQs that help web visitors help themselves. Answering E-Mail From Angry Customers: How To Turn Furious People Into Fans http://www.ewriteonline.com/ht/d/ArticleDetails/i/690 http://www.ewriteonline.com/ht/d/ArticleDetails/i/690 Thu, 10 Feb 2005 12:30:56 CST In Brief Answering e-mail from angry customers is a challenge. Here are ten tips for solving your customer's problem and salving his anger. Usability Research You Can Use Today http://www.ewriteonline.com/ht/d/ArticleDetails/i/676 http://www.ewriteonline.com/ht/d/ArticleDetails/i/676 Fri, 07 Jan 2005 07:16:27 CST We recently presented the keynote at a conference for public school web content managers. Our topic: an overview of web usability research and how to improve school web sites by applying the findings. In preparation, we reviewed the vast amount of usability information on the web and found invaluable, practical information. We thought we'd pass along the fruits of our efforts. So, in this issue of the E-Writing Bulletin, we're pointing you to five of the top usability resources. We've... Re-Launch Lessons Learned The Hard Way http://www.ewriteonline.com/ht/d/ArticleDetails/i/624 http://www.ewriteonline.com/ht/d/ArticleDetails/i/624 Thu, 21 Oct 2004 07:46:41 CDT In BriefWe thought we were pretty savvy about web projects. So why was our own re-launch as slow and painful as giving birth to a baby elephant? It turns out there was still plenty to learn. Here's a list of the lessons we learned the hard way plus our suggestions for ways to make your re-launch easier. Writing Competitive E-Mail http://www.ewriteonline.com/ht/d/ArticleDetails/i/521 http://www.ewriteonline.com/ht/d/ArticleDetails/i/521 Fri, 17 Sep 2004 11:26:40 CDT In BriefE-mail is a prized tool for small business. It allows you to communicate quickly and frequently with your customer and puts you on an even footing with your larger or more established competitor. But e-mail errors brand you as unprofessional. Here are seven tips for writing professional, competitive e-mail. Business Writing: Turn Your Panic Into Profit http://www.ewriteonline.com/ht/d/ArticleDetails/i/546 http://www.ewriteonline.com/ht/d/ArticleDetails/i/546 Wed, 29 Sep 2004 06:03:31 CDT In BriefWriting sales reports, memos, proposals and marketing e-mails and letters is easier if you take your reader's point of view. Here are tips for writing like the pros. Download "Sampler of Customer DIS-Service E-Mail" (PDF) http://www.ewriteonline.com/ht/d/ArticleDetails/i/484 http://www.ewriteonline.com/ht/d/ArticleDetails/i/484 Wed, 01 Sep 2004 13:41:57 CDT A Sampler Of Customer DIS- Service E-Mail Are Your E-Mails Providing A Service Or DIS-Service To Your Customers? Download E-WRITE's white paper, A Sampler of Customer DIS- Service... Repurposing Print Documents For The Web: Five Questions To Answer Before You Repurpose http://www.ewriteonline.com/ht/d/ArticleDetails/i/191 http://www.ewriteonline.com/ht/d/ArticleDetails/i/191 Sun, 04 Apr 2004 17:40:21 CDT In BriefBefore you dive into the task of repurposing that brochure, status report, speech, or executive summary, answer these five questions. Set The Tone In E-Mail: How You Say It IS As Important As What You Say http://www.ewriteonline.com/ht/d/ArticleDetails/i/358 http://www.ewriteonline.com/ht/d/ArticleDetails/i/358 Tue, 06 Jul 2004 08:17:20 CDT In BriefSetting the right tone your e-mail is more than just choosing the right wine to go with the meal. The wrong tone can cause a reader to ignore, delete, or overreact to your message. Here are five tips for setting the right tone. Download "The Top 25 Things Every Content Management Vendor Should Know About What Their Customers Want" (PDF) http://www.ewriteonline.com/ht/d/ArticleDetails/i/324 http://www.ewriteonline.com/ht/d/ArticleDetails/i/324 Thu, 03 Jun 2004 11:01:30 CDT At a national content management conference, we hosted a discussion about what a content management system should offer.... Set The Tone In E-Mail: How You Say It IS As Important As What You Say http://www.ewriteonline.com/ht/d/ArticleDetails/i/205 http://www.ewriteonline.com/ht/d/ArticleDetails/i/205 Sun, 04 Apr 2004 17:57:53 CDT In BriefSetting the right tone your e-mail is more than just choosing the right wine to go with the meal. The wrong tone can cause a reader to ignore, delete, or overreact to your message. Here are five tips for setting the right tone. E-Mail As A Management Tool http://www.ewriteonline.com/ht/d/ArticleDetails/i/209 http://www.ewriteonline.com/ht/d/ArticleDetails/i/209 Sun, 04 Apr 2004 18:01:26 CDT In BriefLearn how to use e-mail to create community and exchange ideas. Writing Competitive E-Mail http://www.ewriteonline.com/ht/d/ArticleDetails/i/207 http://www.ewriteonline.com/ht/d/ArticleDetails/i/207 Sun, 04 Apr 2004 17:59:28 CDT In BriefE-mail is a prized tool for small business. It allows you to communicate quickly and frequently with your customer and puts you on an even footing with your larger or more established competitor. But e-mail errors brand you as unprofessional. Here are seven tips for writing professional, competitive e-mail. Ten Commandments Of E-Mail Marketing: Lessons From The Experts http://www.ewriteonline.com/ht/d/ArticleDetails/i/320 http://www.ewriteonline.com/ht/d/ArticleDetails/i/320 Tue, 01 Jun 2004 15:22:41 CDT In BriefWhat's the bottom line, the big picture on e-mail marketing? After attending a recent conference we sorted through all of the advice and information from the experts to come up with ten essentials for successful e-mail marketing. Six Steps To Selling By E-mail: How To Write E-Mail Sales Messages That Get Result http://www.ewriteonline.com/ht/d/ArticleDetails/i/206 http://www.ewriteonline.com/ht/d/ArticleDetails/i/206 Sun, 04 Apr 2004 17:58:35 CDT In BriefWith potential customers overwhelmed by e-mail sales messages, how do you write e-mails that recipients will open and act on? Our analysis of e-mail marketing messages turned up six essential traits. Making Self-Service Work: How To Write FAQs That Help Customers Help Themselves http://www.ewriteonline.com/ht/d/ArticleDetails/i/174 http://www.ewriteonline.com/ht/d/ArticleDetails/i/174 Sun, 04 Apr 2004 16:43:31 CDT In BriefLearn how to write FAQs that become the foundation of your web self-service efforts. That means writing FAQs that answer your customers' questions and enable them to take action--without a follow-up e-mail or phone call. Four Fatal Errors Of Web Writing: How To Keep Your Content From Crashing http://www.ewriteonline.com/ht/d/ArticleDetails/i/197 http://www.ewriteonline.com/ht/d/ArticleDetails/i/197 Sun, 04 Apr 2004 17:46:14 CDT In BriefSteer clear of these writing and content problems that can doom a website. Web Writing For The World: Five Tips On Writing For Global Readers http://www.ewriteonline.com/ht/d/ArticleDetails/i/203 http://www.ewriteonline.com/ht/d/ArticleDetails/i/203 Sun, 04 Apr 2004 17:54:15 CDT In BriefYour online customers may be across the street or around the world. Chances are, English is not their first language. Want to reach your global audience? Read our five writing tips for making your web writing universal. Customer Service E-Mail In A "Do Not Call" World http://www.ewriteonline.com/ht/d/ArticleDetails/i/317 http://www.ewriteonline.com/ht/d/ArticleDetails/i/317 Fri, 28 May 2004 13:52:07 CDT In BriefWith customers saying don't call us, don't spam us customer service e-mail may be the last wide-open channel for communicating with customers. Here are five ways to transform routine customer service e-mail into e-mail that markets a relationship--with you. Elevating Customer Service E-mail From Adequate To Excellent http://www.ewriteonline.com/ht/d/ArticleDetails/i/202 http://www.ewriteonline.com/ht/d/ArticleDetails/i/202 Sun, 04 Apr 2004 17:53:08 CDT In BriefWhat differentiates adequate customer service e-mail from excellent customer service e-mail? Excellent customer service e-mail does more than answer the customer's question; it solves the customer's problem, and excellent customer service e-mail makes the customer feel valued. The Bite, The Snack, And The Meal: How To Feed Content-Hungry Site Visitors http://www.ewriteonline.com/ht/d/ArticleDetails/i/199 http://www.ewriteonline.com/ht/d/ArticleDetails/i/199 Sun, 04 Apr 2004 17:47:54 CDT In BriefA good web writer serves up different amounts and types of content for different users. Home Page Essentials: Five Questions Every Home Page Should Answer http://www.ewriteonline.com/ht/d/ArticleDetails/i/198 http://www.ewriteonline.com/ht/d/ArticleDetails/i/198 Sun, 04 Apr 2004 17:47:00 CDT In BriefEvery home page should answer these questions:Who are you?How is information organized at your site?What's new, hot, or timely?What can the visitor do at your site?How can the visitor get help? Is Website One Word? Part 1: How A Style Guide Can Improve The Writing At Your Site http://www.ewriteonline.com/ht/d/ArticleDetails/i/196 http://www.ewriteonline.com/ht/d/ArticleDetails/i/196 Sun, 04 Apr 2004 17:45:16 CDT In BriefIs website one word? It depends on your editorial style. Find out why a uniform style matters and how to create a style guide for your website. To learn about published style guides, read Part 2 of this article series. Is Website One Word? Part 2: Creating A Style Guide http://www.ewriteonline.com/ht/d/ArticleDetails/i/195 http://www.ewriteonline.com/ht/d/ArticleDetails/i/195 Sun, 04 Apr 2004 17:44:20 CDT In BriefPart 2 of an article series including tips and resources for constructing a customized style guide for your organization. Read Part 1 for advice on how a style guide can improve the writing at your site. "Company Junk Drawer" No More: Best-In-Class Intranets Are Corporate Workhorses http://www.ewriteonline.com/ht/d/ArticleDetails/i/189 http://www.ewriteonline.com/ht/d/ArticleDetails/i/189 Sun, 04 Apr 2004 17:38:48 CDT Intranets are no longer the poor step-child of their Internet parents. Here's what today's state-of-the-art Intranets look like. Putting the A in the FAQs: How to Write Excellent FAQs that Answer User Questions http://www.ewriteonline.com/ht/d/ArticleDetails/i/188 http://www.ewriteonline.com/ht/d/ArticleDetails/i/188 Sun, 04 Apr 2004 17:37:51 CDT You've hunted and clicked your way through the Web site, but you can't find the information you need. So you go to the FAQs. But the FAQ section is like a vast junk drawer, filled with a jumble of information. Thirty-nine questions organized alphabetically by the first word in the question, not the topic?! Questions arranged chronologically…in the order they've been received by the receptionist?! Maybe the answer to your question is in there somewhere, but you'll never find it. Is the FAQ...