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SupportWorld Live - Schedule Viewer

Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.

Click on session titles for full session descriptions. All times noted are in PT.

Session 404: 5 Writing Skills Tech Support Pros Never Thought They'd Need, but They Do

Leslie O'Flahavan  (Principal, E-WRITE)

Location: Grand Ballroom 113

Date: Thursday, May 19

Time: 10:15 am - 11:15 am

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track : Maximizing People, Culture, and Performance, Optimizing the Support Organization

Session Type: Session

Vault Recording: TBD

Audience Level: All

Most tech support pros love the "tech" part of their job, like the "support" part of their job, and merely tolerate (or actively dislike) the "writing" part of their job. But as deskside, walk-up, and phone support diminishes, written channels of support increase. Today's tech support professionals need to be prepared to write a lot. And they have to be good at some kinds of writing they never thought they'd need.

In this session, we'll cover five the writing skills tech support pros never thought they'd need:

  1. Empathy skills
  2. Storytelling skills
  3. Instruction-writing skills
  4. Writing for reuse skills (knowledge base articles)
  5. Figurative language skills (analogy and metaphor)

We'll explore why tech support pros need these writing skills and what their leaders should do if their team members lack them.


In this interactive session, participants will:

  • Learn why tech support pros need the five writing skills by reviewing samples of written communication
  • Participate in a small group activity that shows how these five writing skills affect an IT service provider's SLA
  • Review job ads for Tier 1 and Tier 2 tech support pros to see how well they identify the writing skills needed to do the job
  • Complete a self-assessment about their team members' writing skills