Years ago, when I was (foolishly) re-selling Web hosting to my clients, I received a call one Saturday morning from my most difficult client, demanding to know why she wasn’t receiving her e-mail. After accusing me of gross incompetence, calling me every name in the book and threatening some sort of non-specified legal action, I calmly told her I would look into the matter and get back to her. I found the nearest computer, examined her account and saw that she had not read a single e-mail since her site launched…three months earlier. I called her back and asked whether she had ever set up the new account in her e-mail client (instructions for which had been provided to her — in writing – when the site was delivered). She had not.
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