Silver Spring, Maryland, United States
Yes, writing well is hard, but it's not impossible. Suffering isn't baked in. I can help the most stubborn, inexperienced, or word-phobic employees in your organization improve their writing skills, so they can do their jobs better. No, Gen AI can't do all your writing for you, and it can't tell you whether your writing meets your readers' needs. You are your reader's advocate and protector. Only you can decide whether your writing will satisfy your reader and achieve your goals. Yes, AI can help you, mightily. And I can help you use Gen AI in a way that preserves your unique voice and improves your efficiency. I develop and teach hands-on, practical, high-energy writing courses that help people do their jobs: -- create knowledge base articles with AI and for AI -- write on-brand, scannable web content -- publish newsletters people want to subscribe to -- write plain language documents readers can use . I am an author, an online writing expert, and a sought-after speaker. I help customer service organizations improve the quality of the email, chat, and social media messages their frontline staff write to customers.
AI WRITING PRAGMATIST -- I help organizations learn how to write with AI and for AI. My workshops help you update your knowledge base and FAQs, so these repositories will feed AI tools accurate, easily parsed information. If your AI projects are going to succeed, you need impeccable knowledge hygiene. I can ensure your KB articles and FAQs are readable and findable by LLMs and humans alike. -- I help people learn to prompt Gen AI tools, so the tools give them what they need: a creative brainstorm, a well-organized outline, a readable first draft, a cleanly proofread final copy. WRITING TRAINER -- I develop and deliver customized virtual and onsite writing workshops for big brands and small orgs alike: Delta Airlines, Microsoft, Walmart, the World Wildlife Fund, the US Bureau of Labor Statistics, and the Council on Foreign Relations. -- I use course participants' writing samples and each organization's in-house style guide to prepare an authentic, on-topic learning experience that enables participants to meet the writing demands of their jobs. -- I meet course participants where they are with AI. If you're AI agnostic or AI resistant, my courses include you too. If you're AI enthusiastic, I'll provide plenty of practical tips that will enable you to use Gen AI to serve your readers without losing your personal voice. WRITING COACH You want to become a better writer. I can help! I offer one-on-one writing coaching sessions to help you build new writing skills, improve your writing process, and find your own voice. CONTENT WRITER AND EDITOR -- I write articles, white papers, and learning guides. I'm a plain language editor; my work ensures your readers will care about and use your documents and content.
With Professor Kim Sydow Campbell, cohost monthly LinkedIn Live show "Fix This Writing! Two Experts Show How to Make Bad Writing Better." Each month, we take an example of not-very-good writing, explain why it’s not good, and show you how to fix it. We also talk about why the writer wrote it in that not-very good way. (We’re both writing teachers, so we’ve studied why people write the way they do!)
More than 1 million learners have completed one of my writing courses: - Writing in Plain Language - Customer Service: Serving Customers Through Chat and Text - Serving Customers Using Social Media - Technical Writing: Quick Start Guides - Writing Customer Service Emails
Articles for TechTarget: -- "15 customer service email templates and tips" -- "4 knowledge base article templates" -- "5 ways to use social media in supply chain management" Articles for Contact Center Pipeline: -- "When GenAI Should Do the Writing" -- "When English Is Not Your Customers' First Language" -- "Connecting With Remote Colleagues: In Writing" Articles for WordRake: -- "Four Ways to Handle Plain Language Pushback from Stubborn SMEs" -- "The 'Bite, Snack, Meal' Approach Helps You Feed Content-Hungry Readers" -- "Three Ways to Improve Your Writing Process and Reduce Your Suffering"
Write articles for GovLoop’s community of 300,000+ public sector employees, industry partners, and knowledge experts. For example: -- "Why Your Users Need a Quickstart Guide" https://www.govloop.com/community/blog/why-your-users-need-a-quick-start-guide/ -- "Words and Phrases We Hate: A Non-Definitive List" https://www.govloop.com/community/blog/words-and-phrases-we-hate-a-non-definitive-list/