America Online has outrun virtually every other online service in the last few years, thanks in large part to charismatic leader Steve Case and his down-home monthly "community updates." Problem is, Steve actually has to deal with these people once they've signed up.

Subj: Steve!
Date: 95-08-16 15:59:20 EDT
From: Baked Ham
To: Steve Case
CC: Baked Ham

Steve, I want to thank you very much for building America Online. My entire family now subscribes, and I've amassed 100 free hours of time!

We especially enjoy your monthly community updates, where you tell us what's going on with America Online. Which brings me to my question: I wonder if, in your next update, you could throw in a line that says, "Aunt Tillie, the sofa is not green!" It's kind of an inside joke for my family, but I feel pretty sure that the whole AOL community would get a good chuckle out of it.

Thanks for doing this!

Affectionately yours,
John Myers Hargrave

P.S. I can also give you Aunt Tillie's phone number if you want to include that.

Subj: Re: Steve!
Date: 95-08-18 12:50:00 EDT
From: Steve Case
To: Baked Ham

Hi there,

I am replying to your recent message on behalf of Steve Case. Thank you for your nice comments. We appreciate you taking the time to write and hope that you continue to enjoy your time online.

I am sorry, but we will not be able to add the phrase into our next letter. I am sure it would be humorous, but we would probably get a thousand letters from members asking what it meant.

Thanks again for your enthusiasm and continued support.

Sincerely,
Melissa Holmes
Corporate Communications