Emailing the government

Mass INC has an article in their Commonwealth magazine (free registration required) detailing the responses received when emailing various government agencies for information. The email addresses were listed on their websites. Email is a ubiquitous method of communication in this day and age, so I'm sure that many users choose ...

... to send an email rather than call or write. What the author found was that many emails went unanswered and many gave incomplete or unsatisfactory answers, some took many weeks to reply. Others responded promptly and even followed up with a phone call. Do you have an experience with emailing a government agency? What was your experience? Do you think that email is a good vehicle for government to serve its constituents.