Today’s desktop computers tend to be connected to large widescreen monitors. When writing emails at full screen width it can give the false impression that you’re being brief. If you’re lucky enough to get a reply the message body will only continue to get longer since the original message will be included with the reply to the reply to the reply to the reply to the original message.

Desktop wide-screen view of email

Looking at the same message at 50% screen width shows it’s much more wordy than originally believed.
Narrow view of email

Seeing the same email on a mobile device screen is enough to make you feel you’re reading a novel. Keep in mind you’re only seeing almost 2 paragraphs out of the 5 total.

Mobile view of email


Read “Friction: Friend or Foe?” to see more examples of how user experience can result in a better response from your customers.