> ...to force work into a structured process because you might as well minimize time and communication...
This works for me, but for different reasons: my "structured process" for email support starts with an autoreply that mentions that we're a two-person company doing our best, and we'll get back to you as soon as we actually can (including out of hours if we get the chance), etc. Usually, folks get their emotional baggage and "ugh I have to email support" frustration out of their system and, by the time I respond with a follow-up they've already moved on to the "oh, this fellow human is going to help me out" phase of things.
This works for me, but for different reasons: my "structured process" for email support starts with an autoreply that mentions that we're a two-person company doing our best, and we'll get back to you as soon as we actually can (including out of hours if we get the chance), etc. Usually, folks get their emotional baggage and "ugh I have to email support" frustration out of their system and, by the time I respond with a follow-up they've already moved on to the "oh, this fellow human is going to help me out" phase of things.