One customer at a time, I can write a clear, kind reply no problem. But my job is five chats going at once, all blinking for attention. By the third window my messages get short and sloppy, I mix up whose problem is whose, and I can feel the quality slipping while the queue just keeps growing.
More people experience this than they realize.
You write clear replies one at a time, but juggling several chats at once falls apart.
If this sounds familiar, the Library can help you find the bigger picture.