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I believe that Steve Jobs was one that practiced this when dealing with customers. And it seamed like his responses were always dead on target - whereas a PR team would launch into a long winded response to a customer, Steve summed it up in one sentence.

That surely drove Apple's PR team crazy...

I've seen people who are great at short emails... but I've also seen a lot of miscommunication when people shoot fragments back and forth. It's a fine line between concise and useless.

That's something I learnt the hard way: to customers, and internally between services, the less you write the best position you have.

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