Final answer:
The statement that e-mail is replacing face-to-face communication with both internal and external customers is true in many cases, as email is widely used due to its convenience and efficiency.
Step-by-step explanation:
The statement that e-mail is replacing face-to-face communication with both internal and external customers can be considered true to a certain extent. Email has certainly become a major form of communication not only for personal correspondence but also in professional settings. Its efficiency, ability to reach multiple people instantly, and the record it provides of conversations make it a popular choice for many.
However, while email is a significant tool for communication, it does not entirely replace the need for face-to-face interaction in all instances. For example, the nuances of tone, facial expressions, and body language that are available in personal interactions are lost in email communication. This sometimes results in misunderstanding, which is why some conversations, especially those requiring deep understanding or the resolution of conflict, are better held in person. Emoticons can't always convey subtlety required in professional communications.
Moreover, when considering communication with customers, many times a personal touch is necessary to maintain a strong business relationship. Being mindful of the audience and the content being shared via email is crucial, as the message conveyed can significantly affect professional relationships. The increased reliance on digital communication does challenge entities like the U.S. Postal Service, forcing them to adapt and find new revenue streams in the light of reduced mail volume due to electronic alternatives.