Service Strategies Corporation is a consulting firm that trains technical support call center representatives. They realized that call centers are increasingly using electronic messaging such as e-mail to communicate with customers. As a result, representatives must be able to write clearly and quickly.

Service Strategies asked the Business Writing Center to develop an Internet-based electronic message training program that it could offer to constituents. The program had to be concise, skill based, and oriented specifically to the needs of technical call centers. They wanted it to allow self-pacing so some trainees could go through the training individually while others answered customer queries.

The Business Writing Center developed a training program that

1. is Internet-based so trainees can take it when they are able
2. has the individual attention of a qualified writing instructor
3. allows trainees to practice responding to e-mail inquiries in case studies specific to the technical support call center industry
4. includes training in writing clearly and how to structure an electronic message

The Business Writing Center arranged with Service Strategies to partner in making the training course available. Service Strategies informs constituents about the course and the Business Writing Center teaches it.