Whenever there is conflict, you should use email: 1. If there needs to be a record of the interaction. 2 If you are dealing with a conflict where the emotional level is fairly low. 3. If you can be gracious and not upset as you're drafting your reply. 4. If you're having an initial conversation to set up a phone call or face to face meeting to address things in more detail. Do not use email: 1. If you're in conflict with someone you've never met face-to-face. 2. Your emotions are running high. 3 If the email exchange has gone back and forth more than three times. This could mean that the issue is too complex to deal with using only email. Ask to speak by phone or face-to-face (Marshall Shelly).