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November 2006 event
Project Management and FAQ Writing Progression
Event Summary
See the detailed Event schedule below.
Bethesda-Chevy Chase Regional Services Center
Meeting Room A
4805 Edgemoor Lane
Bethesda, MD 20814
Phone: 240-777-8200
Don't forget your business cards for networking!
About the Event
This year we're introducing the two-topic progression to accommodate the traffic in the area and everyone's busy schedules. If you come early, you get to leave early, or just spend some extra time networking. If you come late, you won't miss a thing. We'll hold two progressions, then a break for announcements, food, and finish off with a third progression. There will also be a table available for networking during all three progressions.
- How to Write FAQs That Help Users Help Themselves
- Do you use FAQs to provide customers with answers to common questions? We can show you how to create predictable, clear, and easy to follow FAQs that will better-serve customers, cut down associated phone and e-mail queries, and reduce related demands on you and your support staff. Discuss how to design FAQs that provide effective answers, as well as best practices for organizing them for customer ease-of-use. Learn how to create concise FAQs along with protocols that can link them to more detailed information. Participants receive a copy of E-WRITE's FAQs Style Guide. Progression table host: Leslie O'Flahavan.
- Five Project Management Skills Every Technical Communicator Should Have
- Progression table host: Marylyn G. King.
About the Speakers
Leslie O'Flahavan is a co-founder and partner in E-WRITE. With E-WRITE, she has helped thousands of people learn to write well for online readers. She has developed and delivered customized writing courses for customer service agents, help desk staff, web content contributors, marketers, executives, demographers, county government employees, activists, federal employees, and teachers. She is the co-author of Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents.
A frequent conference presenter, Leslie has addressed groups at the Call Center Exchange, FedWeb, Content Management Network, Institute for International Research, the Help Desk Institute, the Society for Technical Communication, the Association of Internet Professionals, and the Capital PC Users Group. Leslie has also written web content for museums, businesses, and nonprofit organizations.
Before founding E-WRITE, Leslie was a writing instructor and author of educational materials for the Smithsonian Institution, National Geographic, and Cable in the Classroom. She's written articles, curricula, brochures, and teaching posters on topics ranging from helicopters to Hamlet, and from dinosaurs to women artists.
Web site: http://www.ewriteonline.com
Since 1983, Marylyn G. King has demonstrated the value of innovation as a technical writer, a manager, and a director. She thrives on delighting her internal and external customers with clear communication, rational processes, and quality deliverables. Experience at start-up companies, large corporations, and the public sector has taught her flexibility. While adapting to these various corporate cultures, she has learned ever-changing content for industries as diverse as hardware, finance, manufacturing, purchasing, developer tools, and telecommunications. One constant is project management. Her current emphasis is on integrating the principles of information architecture and the practices of user-centered design into the technical writing process. Marylyn holds a B.S. and an M.A. She is a participating member of STC, UPA-DC, and PLAIN. E-mail:
Event Schedule
Date: Thursday, 9 November 2006
Time
Description
Food
Assorted sandwiches
Fees
The registration fee is to cover the cost of food and refreshments.
Directions
Bethesda-Chevy Chase Regional Services Center
Meeting Room A
4805 Edgemoor Lane
Bethesda, MD 20814
Phone: 240-777-8200
Note: Blue and white signs near the building are marked "B-CC Center"; the building is across Old Georgetown Road from Safeway and La Madeleine.
Map and directions to Bethesda-Chevy Chase Regional Services Center (B-CC Center) in Bethesda-Chevy Chase, MD.
