That’s a great post! I just shared it with the team, and it’s funny: we got to talking and realized that the brevity concern carries over to our forum exchanges on a near-daily basis. With the possible exception of having to calm down angry users (where longwinded replies are necessary for sharing all the context that is often needed), we’ve found a direct correlation between the brevity of our technical replies and how long the subsequent exchange drags on. In the majority of situations we find that giving briefer, more concise issues spares the user unnecessary confusion. I’m definitely a “fewer words, the better” mindset myself ??
Thanks again for the follow-up!