B2Btalk.org's follow-up apology letter put customer service into overdrive. It conveyed our distress, offering a brief technical explanation and an earnest invitation to stay subscribed. It was our key to averting a PR disaster. Email is ideal for the business world because it is fast, efficient, and seems to encourage brevity, yet it has only been in widespread use for less than a decade. Technical glitches and personal mistakes are bound to happen with any new technology.
Professionalism requires patience.
In addition, people are unable to perceive nuance or read body language over the Net, making it a perfect vehicle for misunderstanding. So, just as you would watch the road while driving, watch your language and tone over email. Rage is contagious. Lisa is a nationally published and a Philly Gold, BMA, and IABC award-winning writer. Spark discussion in ClickZ's Forum.