I couldn’t agree more. I advise anyone who will listen that they need to use email with care, as the rules of engagement via email are changing as we speak.

I would go further and say that no-one should ever use email to try to resolve an upset, communicate disapproval, give feedback and express anything other than the most positive feelings. These should be reversed exclusively for phone or face to face conversations.

Yet… people still try, making a mess of it. To overcome the unique combination of intimacy and distance takes superb writing skills that are only possessed by a handful… and of that number, few have the time one hand that is required to write great emails.