Because e-mails rely entirely on words without any facial expression or voice tone, they are easy to misinterpret. How many messages are sent with one intention, but then perceived by your customer as another? We’d like our employees to write e-mails that are correct and thoughtful, but “time pressure” triggers hurried, erratic messages. It is like walking a tightrope between speed and tone; but your customers want the best of both worlds, don’t they? The answer begins with you. Do you want your e-mails to be just exchanges of data, or relationship-building moments? Either way, it is your decision. Posted By John Hall