"I can't believe it$!$ We've spent $18$ months developing a relationship with that client. Our families have even socialized together. We've become friends. And they use a one$-$sentence memo to tell us that we were not selected for the big contract! Not a word of thanks, not a clue as to why we were not selected. I$\text{'}$m very disappointed," said Edie, Vice President of Sales. Edie was particularly disappointed because

a personal text message would have been the richest medium for communicating this information.

a personal note would have been the richest medium for communicating this information.

memos provide no opportunity to give immediate feedback or ask questions.

she knows the client does not prefer doing business digitally.

now there is a digital record of this transaction.