Writing Matters Blog

E-WRITE’s Eight-Course Writing Curriculum Helped a Government Agency Write Right

January 6, 2016

Over the last six months I’ve been involved in a dream-come-true project. For the U.S. Energy Information Administration, I developed a full writing curriculum—a set of eight different writing courses—and taught each of the courses at least twice. Learn how I developed the courses, how EIA got C-suite support for the project, and why the Write Right curriculum was so popular.


Guess Who’s One of ICMI’s Top 50 Thought Leaders of 2015

December 10, 2015

Yes! Check out number 39. I made the list! I’m proud to be in the company of these leading lights in the field of customer service. These folks have lots to say, so you might want to head over to Twitter and follow them. That’s the first thing I did!


What We Can Learn About Customer Service Writing from the Hair in the Starbucks Oatmeal

October 21, 2015

While on a work trip to Las Vegas, I found a long, straight hair in my Starbucks oatmeal. I wasn’t happy. With stomach rolling, I put down my spoon and and reached for my phone to tweet Starbucks. After a brief Twitter exchange, Starbucks and I shared an extended email exchange. Read Starbucks’ emails and my comments on why some of their customer service writing choices don’t work.


Webinar: How to Harness the Power of Chat in Your Contact Center

September 20, 2015

Register now for my September 24 webinar. I’ll be co-presenting with Ross Haskell, Senior Director of Products, BoldChat. In this webinar you’ll learn why customers prefer chat over any other assisted channel, which writing skills customer service agents need to write great chat, how to best measure the success of chat, and when to expect a chat implementation to deliver its return on investment.