"Every big company has some little guy who is an enthusiast off in the corner working on technology. In Japan, it is integrated into their high-level strategy. They see it as a communication medium, because for them, just the words  -  and this is the problem that they have with Americans  -  just the words they say to you is not the complete message. Their facial expressions, their body language, there is a lot of context. Also, their written language doesn't translate to keyboards well."