1. Are the writing skills that are required for sending business e-mails and text messages different from those required for writing interof- fice memos and business letters? Explain.
2. In promoting the value of letter writing, a well-known columnist recently wrote, "To trust confidential information to e-mail is to be a rube."14 What did he mean? Do you agree?
3. Why is it important to regain the confidence of a customer in an adjustment message? How can it be done?
4. How are American business letters different from those written in other countries? Why do you suppose this is so?