The country's fourth-largest bookstore is closing the last of its 45 stores. Communicating such bad news is difficult for any leader. Book World was a family-owned business since 1976, which probably makes the decision even more painful.

The announcement, including book liquidation plans, is posted on the company's website. We see some of the writers' personality with the abundant use of exclamation points. Otherwise, the message is fairly straightforward.

Discussion:

• How do we see Book World's leaders demonstrating authenticity and vulnerability in this post?
• What's your view of the exclamation points? When is it appropriate to use these marks in business writing, and when is it overkill?
• What else, if anything, should the Book World statement include?