1. Writing in the world of a csr
What does customer service have to do with writing?

2. PROFESSIONAL IN THE FIELD (coworker and mom)

3. Professional piece
“INFORMATION IS FILLED IN FOR ME, I JUST HAVE TO VERIFY”
“THERE ARE LESS ERRORS AND LESS PROCESSING TIME BECAUSE IT’S ALL AUTOMATED”
”TECHNOLOGY HAS IMPACTED US TO MAKE US MORE EFFICIENT”
“PEOPLE DON’T HAVE TO COME INTO THE OFFICE ANYMORE, WE DO EVERYTHING BY PHONE, EMAL, OR TEXT”

4. Different mediums of writing
OUTLOOK
STICKY NOTES
INSTANT MESSAGE

5. THE MANY USES OF EMAIL LATE PAYMENTS
COMMUNICATION WITH POLICY HOLDER TO AGENT
COMMUNICATION WITH AGENT AND UNDERWRITING
COMMUNICATION WITH AGENT AND INSPECTOR OR BUILDING DEPT.
SENDING FORMS AND PAPERWORK (USER DRIVEN)

6. THE MANY USES OF STICKY NOTES AND INSTANT MESSAGE
QUICK COMMENTS
PHONE MESSAGES
TO DO TASKS
REMINDERS

7. Did you get my email? NEW TECHNOLOGY LEAD TO: 2 WAY TEXTING
STATE FARM POCKET AGENT APP
RAPID RESPONSE
DIGITAL SIGNATURES REPLACING “WET” SIGNATURES

8. DID YOU NOTICE THE CAPS?
WE USE CAPS AS EASY TO READ NOTES IN ABS (BOOK OF BUSINESS SEARCH) TO TIME STAMP OR DOCUMENT CHANGES THAT WERE MADE. (LEGAL PROTECTION)