An article geared towards tech support staff, but one that most of us who work in technology would do well to read:
The 10 worst ways to communicate with end users (TechRepublic)
You think you're a good communicator: You keep your users informed and you listen to their problems. So why is it that no one appears to read your e-mails or seems capable of following your instructions? Are you surprised to learn that the users have been living with computer issues rather than ask you for help? These are all signs of a breakdown in communication--which we, as support techs, frequently misinterpret as user indifference or even stupidity. Before long, we find ourselves on a downward spiral toward complete communications failure.