Interesting article: Don't Send Another Email Until You Read This. Interesting thoughts on how business communicate with customers. I've never been a big fan of direct email in my line of work for precisely the reasons outlined in the article: how do we know we're not pissing off the customer? I think about the 80 gazillion hotel emails I get a day from the various reward programs I'm enrolled in; I now delete without reading now. Maybe I'll send them a copy of this article instead.