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.
Looking at the same message at 50% screen width shows it’s much more wordy than originally believed.
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.
Read “Friction: Friend or Foe?” to see more examples of how user experience can result in a better response from your customers.