People join on-line social networks, send messages, join groups within those networks; in their personal lives, they send e-mails full of things that they might never say to the person’s face. They leave voicemail messages at hours when they know that they are extremely unlikely to have to deal with a conversation with a real person. Many companies make you go through a voicemail menu maze before you can get to speak with a real customer service representative.

Remember, most people like to be communicated to with warmth, care, courtesy and directness, rather than impersonally via technology; Remember, genuine communication comes from the heart.