December 18, 2007

Losing Control of Your Words

There are things you know intellectually that don't hit home until you experience them.

Example: You have no control over electronic communications once you press the SEND button.

Recently I responded to a customer service email query with language that seemed appropriate for the individual I was corresponding with.

My response was posted on a forum.

And was then excerpted on a blog.

Had I anticipated this possibility, I would have worded my email response differently. The essential message would have been the same, but in its eventual context, my words made me squirm just a bit.

Believe me, it could have been worse. Lesson learned.

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