Authors

Leslie O’Flahavan

Leslie O’Flahavan


E-WRITE’s Leslie O’Flahavan helps people write well to customers. She delivers customized training for frontline agents, social media managers, and contact center leaders. She is a problem-solver for all written channels: email, chat, text and social. Leslie is a LinkedIn Learning author of five customer service writing courses. Connect with Leslie on LinkedIn or follow her on Twitter.


Published articles

unymira Blog

06. Oct. 2020
Leslie O’Flahavan
6 minute read

How to Write a Great Knowledge Base Article

I’m not going to lie. Writing a great knowledge base article is a lot of work. Your writing must be precise, concise, and easy-to-read. You must know your topic really well, and then you must try to un-know it, so you can think like your reader—who wouldn’t be reading your KB article if theyfalse

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05. Aug. 2020
Leslie O’Flahavan
5 minute read

The High Costs of a Badly Written Knowledge Base Article

A badly written knowledge base article is like the tainted clam in the linguine. It probably won’t kill you, but you aren’t going to feel very well after eating it. 

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10. Jun. 2020
Leslie O’Flahavan
4 minute read

Four Ways to Fix a Bad Knowledge Base Article

Maintaining a knowledge base full of well written articles is as difficult as keeping a preschool playroom tidy. Here’s why. 

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15. Apr. 2020
Leslie O’Flahavan
6 minute read

Five Types of Badly Written Knowledge base Articles (with examples)

A knowledge base article is like an apple. A fresh, crisp apple makes a wonderful snack, bakes a delicious pie, and brightens a green salad. But a mushy, flavorless apple makes a dreadful snack, bakes a tasteless pie, and ruins a green salad. 

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