Breakfast Briefing: How to Write a Quickstart Guide: The Customer-Friendly Alternative to the 75-page Manual No One Reads

Thursday, August 6 at 7:30 AM

Your support team has written or made available lots of detailed user documentation in the form of online manuals or good old PDFs. But here's the dilemma: no one reads that 75-page user manual! And when they don't read the long documentation, they email and call your support agents to ask for help. How can you solve this dilemma? By writing a quickstart guide, the super-short,
getting-started guide that explains a process, product, or tool.

This technical writing session will give you the nuts-and-bolts of writing

LESLIE OFLAHAVAN

Principal

E-WRITE

Leslie O'Flahavan has helped thousands of people learn to write well for online readers. She has delivered customized writing courses for customer service agents, social media managers, and support desk staff. She is a problem-solver for all the writing-related challenges faced by contact centers: e-mail, chat, and social media. She helps contact centers train agents to write excellent e-mail, measure the quality of their e-mails to customers, and rewrite and maintain their entire library of canned answers. Recently, she completed a complete overhaul of customer service writing for a global airline's domestic and international contact centers. Leslie is a Lynda.com author of three courses Technical Writing: How to Write a Quickstart Guide, How to Write Customer Service Email and Customer Service: Writing for Social Media. Leslie is the co-author of Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents.