“From my vantage point, when I'm criticized in a way that I can hear what's being said - i.e., the issues - I'm more likely to listen and respond. A lot of the personal email I receive consists of name calling; I'll write back and say: Talk to me like I'm a person and you're a person and tell me where you disagree with me. I can't tell you how that turns people upside down. More often than not they write back with an apology and a reasoned argument.”