A process guide I wrote on how to conduct a webinar for the benefit of the Taxpayer Experience Office (TXO).

A crisis communications plan I developed to assist a taxpayer who emailed us unexpectedly requesting assistance with a refund problem.

The TXO in the Know Desk Guide was the central document that governed how the newsletter operated.

A proposed plan for revamping the News You Can Use newsletter.

A sample newsletter I sent as Editor-in-Chief of the internal TXO newsletter, TXO in the Know.