Not all the articles I have written are available online. Here are some.

"Unhappy Customers are Just the Beginning"

An article for Intercom, the magazine of the Society for Technical Communication, February 2013. Discusses the possible consequences of skimping on documentation, ranging from lost sales to debilitating lawsuits and loss of life. Includes real-life examples. Based on a presentation designed for technical communicators, but accessible for business managers.

Read the article: "Unhappy Customers" PDF