With e-mail we're limited to words. Another challenge is that we can never be certain that the person with whom we think we're corresponding is actually the person they say they are. Mike Manes shares a lesson he learned about poor customer service.

DISASTER PLANNING MANUAL - PART 2 The first step to developing a catastrophe contingency plan is to outline the steps that must be accomplished in the event of a disaster. Once you know what needs to...