Leslie O’Flahavan has been educating individuals to write down properly at work for 30 years. By means of her firm, E-Write, she has labored with loads of buyer assist groups. On this episode of The Supportive Podcast, she talks with Mat discuss what conciseness means in buyer assist context, why it’s more durable than it appears, and how one can educate it to your workforce. Strive her 10% sport with your individual workforce!
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Some key moments
(3:35) Leslie’s core framework: relevance first, brevity second.
(8:15) Serving to individuals do issues is a type of empathy.
(9:33) If you wish to embody each important and non-obligatory info, signpost it clearly.
(11:24) Hors d’oeuvres, not lasagna. Small, navigable items the shopper can take or go away..
(15:34) The way to play the ten% sport.
(20:07) Advertising is relationship. Service is marriage restore.
(26:44) AI is sweet at brevity and dangerous at judgment.
Too lengthy, didn’t watch? Right here’s a concise model
Relevance earlier than brevity. Conciseness means greater than slicing phrases. First, decide whether or not the knowledge is critical and useful, then trim.
When doubtful, assist the shopper do one thing. A buyer who could make progress — even when they’ve follow-up questions — might be happier than one who’s caught.
AI can spell, and it may possibly lower. AI instruments lower phrases effectively, and might apply spelling and grammar guidelines. It can not apply human judgment.
