Avoid miscommunication in a digital world

I listened to  the podcast on the way to the office and one new threat of HBR poped out and I was suddenly attracted by the topic "Avoiding miscommunication in a digital world". I was required to share such a similar topic this morning and it was so coincidental that I heard this podcast. I often encountered such cases before, like when I talked with others about one thing, I might read some similar things on the book or the web later. I'm sure you must have the same experience.

What I shared this morning was that I always use hard languages while talking with my customers on line. Why couldn't I talk with my customers so naturally as with my friends on line? The main reason is that I'm so worried about that my customers would be unsatisfied once I send the wrong message on line so every time before I send them messages on line, I'll compose the sentences again and again until there is nothing wrong anymore. But after I rewrite the messages so many times, the sentences bear no emotions which is like a robot.

We are both separated by the phone screens  and couldn't catch the other's emotional changes so we're more likely to misunderstand the  others.

When we compose the sentences again and again, we feel we're safer but our customers couldn't catch our emotions so they would feel unsafe and then they would be unwilling to share us their true ideas.

The speaker advised us that once we complete the sentences, read it loudly like we talk with others face to face. And we would be clear whether the sentences are proper to be sent to our customers. The other advise is to use emojis more.