Writing Matters Blog

10 Awesome Things I Got to Do While Filming a Lynda.com Course

January 11, 2017

I’ve just completed filming my first Lynda.com course, and I am on a work-related high. (Really.) It was a great experience. After months of working on the scripts and storyboards for my course, How to Write Customer Service Email, I got to fly out to southern California to film it. The course should be available […]


Don’t Jekyll-and-Hyde Your Customers: Why Customer Service Should Also Use Your Company’s Brand Voice

December 17, 2016

It’s not good for your company to use one tone of voice when it’s trying to make a sale and another when it’s trying to solve a customer’s a problem. Customer Service should write in the same brand voice Marketing uses, or one that’s pretty close. Here are three things you can do to enable your Customer Service team to use a brand voice that builds rapport with your company and gives customers a seamless experience.


Resource List: Copyright-Cleared and Royalty-Free Images

August 3, 2016

For selfish reasons, I’m offering you this list of places to find copyright-cleared and royalty-free images. My scattered list of these sites is driving me crazy, and I need to keep track of these links for myself! If you have a resource you really like, please let me know, and I’ll add it to the list.



How to Write Automated Texts That Sound Human, Not Robotic

May 5, 2016

If your customers have opted-in to receive texts from your company, they probably understand that some texts from your company were sent by an automated system. However, your automated texts to customers shouldn’t sound mechanical. Here are 10 tips to help you write automated texts that sound human and build rapport with your customers.