Some suggestions for online communication:

• Try picturing the person who is "speaking" as you read their e-mail.

• Make sure you identify yourself when you are writing an e-mail.

• Practise thinking well of the writer of the e-mail, if you don't really understand something or if something seems strange or even upsetting, don't make an assumption that you know what the writer's intention is. Ask!!!

• If you have an emotional response to an e-mail, wait and reread any response you write while you are emotionally charged. If possible, save it in your draft files, take a break and reread and send it later, if it still seems pertinent.

• Try to be sensitive to other people's concerns and objections. Directly acknowledge that you have heard the objection or concern.