I sent out an experimental sample plan a few days ago. I copied four people, including our division director. Today I got a response from one of the recipients that made it clear he either didn't read the plan, or didn't understand a word of it. I won't claim to be a great technical writer, but this plan was pretty simple to understand. This guy's question didn't make him look good. Kind of like the kid in class who would raise his hand and say, "Teacher, could you say all that again, I wasn't listening." Here's the thing: he only replied to me, not "Reply all". I (gently) restated the entire sample plan in simpler terms. I sent it off to him, but I included the original recipients on my answer. By including the boss, I may have made the guy look kind of dumb - not my intention! But in my experience, email communications become a mess when people don't "reply to all". So what do you do when you get a reply that doesn't include all original recipients?