Getting Customer Service by Email Right

Guest Post by Leslie O’Flahavan, principal at E-WRITE Most customers realize that there’s good chance they’ll get a form reply when they when they email a company to ask a question or provide feedback. But is a form reply always cold or bureaucratic? Not necessarily. Read on to find out how to write form letters,… Read More

Best Practices for “File Not Found” Page

Many thanks to Leslie O’Flahavan of E-WRITE for allowing me to repost this item that appeared perviously in her Writing Matters blog: When my recent search for USAID information on preparing your family for an avian flu pandemic dead-ended in a 404 “File Not Found” page, I expected to head back to the drawing board:… Read More

Great Web Writing Resources

I was recently asked for great writing resources for a person who is writing for the web. Right off the top of my head, I recommended E-Write’s free e-newsletter ( and Elements of Style by Strunk and White. I have previously posted about some great advice from Jakob Nielsen: and also Gerry McGovern’s 6 Cs for… Read More