Curtis – great blog post with some valuable insights into how we communicate. Most of us rely on email because we think it’s free. It’s not. There is a cost associated in time spent reading and replying. Email begets email and so the amount of time we spend on email increases. Sometimes (in fact, most of the time) email isn’t the best method of communication.

I wrote a blog post on my own experiment in using the telephone instead of email at http://www.tubblog.co.uk/blog/2012/05/14/my-experiment-in-using-the-telephone-instead-of-e-mail/

BTW – I love your thinking on re-educating clients on how to communicate efficiently – breaking tickets with multiple questions into individual tickets!