Joel on Software - The Road to FogBugz 4.0: Part II

Joel on Software - The Road to FogBugz 4.0: Part II

"The moral of the story is that given two email messages with the same semantic content, the terse one is more likely to come across sounding rude. But given the amount of email correspondence we have to deal with here, we don't have time to be Emerson on every customer support email."