I don't think you can really -write- an apology. It's the human emotion that's at the heart of a real, genuine apology. Anyone can say "sorry", when it's in an

I don't think you can really -write- an apology. It's the human emotion that's at the heart of a real, genuine apology. Anyone can say "sorry", when it's in an email, and the author could really be cut-up about it. It's far too easy to pay lip service by using a prepared note following the 5 steps (especially an email apology about having an intrusion in your databases) but it's harder to look people in the eyes and keep up the act.