TELUS International: Chat Writing Strategies white paper

10 Grammar Rules for Chat Agents
Released Feb 2012

Communications style in the chat environment is critical. It conveys the company brand, helps ensure accurate information is delivered to the customer, and facilitates achieving company-mandated metrics. Clear and concise communication is imperative, because vocal tones and facial expressions are not available to clarify meaning in an online setting.

Online readers tend to look for individual words and phrases that solve their issues. Without the structure of grammar in the chat channel, rapid fire communication would be difficult and quite often would lead to customer confusion. This white paper is part of the Best Practices for Online Chat series by TELUS International, and covers the 10 grammar rules that all chat agents should follow. It also includes a job aid for easy reference.