@
teenrob Yes. Even in the 1990s, it was found that people tended to be much worse in email--where the interaction was seen to be with a computer, not a person!--than in direct conversation.
Talk with the people in scheduling, billing, customer service when you are on a phone call--they'll agree that
not being physically face-to-face means that people typically say all manner of harsh things which they never would, otherwise.