Richard S. Gallagher - Selected publication clips

 

These samples are downloadable files in MS Word, HTML or PDF (as noted) formats. Copyright Richard S. Gallagher and respective publishers.

 

Book excerpts:

Intro and Chapter 1 from The Customer Service Survival Kit (AMACOM, 2013)

Bear With Me - chapter from What to Say to a Porcupine (AMACOM, 2008)

Chapter 1 from Great Customer Connections (AMACOM, 2006)

Chapter 1 from The Soul of an Organization (Dearborn Trade, 2002)

 

Science and technical writing

National Cancer Institute Monograph 18: Greater than the Sum: Systems Thinking in Tobacco Control

(I wrote approximately 30% of the content of this major research publication, including the intro and summary chapters, as chief science writer for a team of leading public health researchers.)

National Cancer Institute Monograph 17: Evaluating ASSIST

(I serve as style and content editor for this and many other NCI monographs, creating a consistent style, layout, and chapter summaries for contributed scientific chapters.)

Technical writing portfolio (PDF, 840 KB)

Sample product manual, TransAct Epic 950 printer (link)

 

Articles and editorials:

Five Secrets for Dealing With the Comcast Customer Service Rep from Hell, Time Magazine, July 2014

Visualization: The Look of Reality, from IEEE Spectrum magazine (PDF, 6.2 MB)

The Passionate Workplace, from Executive Excellence magazine

Mission Improbable, from Training magazine (PDF, 120 KB)

Seeking and Finding America at the Ballpark, from From the Window (UK), March 2000

 

White paper reports

Hiring for Great Service, Service and Support Professionals Association, 2002, (PDF, 216 KB)

Quantifying the Values That Drive Corporate Performance, Acuity Learning Group/Concept Systems, Inc., 2003

 

Web sites

www.CustomerServiceSurvivalKit.com - book website

www.pointofcontactgroup.com - corporate training website