I don't know if you noticed, but of late, more and more emails have those smiley faces showing up in the message. Maybe those symbols are okay on a handwritten note, but if you're depending on them to make a statement in business or to resolve any kind of dispute, "forget it". Let's just say it: "conveying emotions through e-mail sucks." Never engage in disagreements -- personal or business -- electronically. And, if possible, not even by phone. Nothing replaces face-to-face. Younger folks, who have grown up with email and Text, may think I'm nuts. But email allows misunderstandings to ratchet up. In person, you can see how someone is reacting. You can pause, re-assess and adapt. You can even say, "I'm sorry", eyeball to eyeball.