I liked the discussion of both the layout and graphics considerations when writing a message. The discussion is especially important for people who tend to write long, complex sentences and paragraphs that feel like molasses. I find that lists and bullets are an easy way to visually structure a business message and convey essential information without exhausting the reader.
I would have liked the chapter to emphasize the role of face to face communication in a business environment. I find that, too often, time is spent drafting and editing a message, when simply walking to someone’s office and having a face to face communication would have been as effective, and, often, quicker.