by Roy Atkinson
Date Published April 27, 2017 - Last Updated December 6, 2017

Does the quality of email matter? Can you teach people to write good email? And what constitutes a “good” email, anyway? This week, HDI 2017 Conference & Expo presenter Leslie O’Flahavan joined #HDIchat. Leslie's expertise is in good written communication.

For some organizations, writing skills are very important, and prospective employees are tested before they are hired. Sometimes, managers have to deal with people who really can’t write well.

Although some support centers are using email less, it still makes up 33 percent of total contact volume across the industry (HDI research). The inbox is still incredibly active for many purposes, and support’s communication with customers is certainly one.

Does your company or organization have a “brand voice?” Is it very formal, or less so? Is the tone analysts use in their individual emails compatible with that brand voice? Are templates necessary and good or do they make analysts sound robotic?

Read the summary, and get great tips from the chat attendees.

Join us again this Friday for our next #HDIchat

Roy AtkinsonRoy Atkinson is HDI's senior writer/analyst, acting as in-house subject matter expert and chief writer for SupportWorld articles and white papers. In addition to being a member of the HDI International Certification Standards Committee and the HDI Desktop Support Advisory Board, Roy is a popular speaker at HDI conferences and is well known to HDI local chapter audiences. His background is in both service desk and desktop support as well as small-business consulting. Roy is highly rated on social media, especially on the topics of IT service management and customer service. He is a cohost of the very popular #custserv (customer service) chat on Twitter, which celebrated its fifth anniversary on December 9, 2014. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business, and he is a certified HDI Support Center Manager. Follow him on Twitter @HDI_Analyst and @RoyAtkinson.

Tag(s): workforce enablement, supportworld, customer experience, service quality


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