All true. Phone's much better. If I need to do it by email, I lay it on thick with the conciliatory stuff.
So instead of "I trained you all how to do this, and have already told you since about these failings. Pull your finger out you incompetent blah blah", I'll say..
"Thanks for your efforts last time in addressing teething problems. There's been a definite improvement since last time. I apreciate that blah blah , there are some really good examples.. hopefully they'll all be like this soon. Please could you address the following minor points with your teams.."
I want to say the first one, but I say the second one. Result = no pissed off people. I get what I want.