On Editing

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Usually, if you keep obsessing over a piece of writing, it gets worse. A word, phrase, punctuation, you can always find something to change, replace or move around. But other than factual or language aspects that are either definitively correct or not, at some point you have to know when to let go. But I…… Continue reading On Editing

Writing a Customer Service Email

What’s your first reaction when I say, ‘Next time, you …’? How would you finish that sentence? I can see situations where this might be the beginning of a suggestion. But my immediate reaction when I read these words most recently was, ‘Excuse me? Why are you talking to me like that?’ What follows can…… Continue reading Writing a Customer Service Email