Category Archives: clients

What Does Professionalism Look Like?

Note: This post has been edited slightly from its original version. One of the things they don’t teach in university technical writing class (but maybe should) is office etiquette, what I would call professionalism. Schools teach intellectual/technical skills and assume … Continue reading

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Scope Creep and the Technical Writer

At the suggestion of my friend Susan, today I’ll be taking on the topic of scope creep. Most of the time, this is an engineering issue, such as when a NASA mission or piece of hardware starts out with one … Continue reading

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Just the Facts: Writing in a Customer Complaint Situation

Whether you have “writer” in your job title or not, writing factually and opinion-free about customers in complaint situations is an important professional skill. My first experience doing business writing for pay was in the hospitality industry, but it could … Continue reading

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Recovering After Starting Off Badly

We all have those moments where our first impression is not quite our best. We show up to meet the new clients only to discover we’ve worn two different-colored shoes or we forget an assignment from a new customer or … Continue reading

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Customer Service with a Smile

My formative experiences in the working world were Osco Drug, where I worked as a clerk through high school and college, and the Walt Disney World Resort, where I worked in a variety of positions until my early 30s. Both … Continue reading

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