Emails are a replacement for letter writing, not a replacement for phone calls. When they seemingly replace a phone call, its usually because the institution w

Emails are a replacement for letter writing, not a replacement for phone calls. When they seemingly replace a phone call, its usually because the institution would have liked to use only letter writing but couldn't for some non-technical reason. Like a company processing refunds and cancelations by phone in order to have the opportunity to convince clients not to cancel (i.e. non-technical reason), now uses email or chat systems to accomplish the same thing.