"E-mail has just erupted like a weed, and instead of considering what to say when they write, people now just let thoughts drool out onto the screen," Dr. Hogan said. "It has companies at their wits' end."
"People think that throwing multiple exclamation points into a business letter will make their point forcefully," Ms. Andrews said. "I tell them they're allowed two exclamation points in their whole life."
Sorry I can't link to a non-"registration required" RSS feed of the article - for some reason the site that hosted the link generator is down, and I can't find the right info on the New York Times' website about getting my own RSS feed.