You should be reading Slacktivist all the time, but even if you’re not, read

“Empathy — part 3”:http://slacktivist.typepad.com/slacktivist/2006/03/empathy_part_3.html

and

“Empathy — part 4”:http://slacktivist.typepad.com/slacktivist/2006/03/empathy_part_4.html