form letters for drop-outs. This is actually the #1 thing I'd like to see, because I honestly have trouble describing just how difficult writing a simple e-mail can be

This. I don't have the problems with emails and letters that I do with phone calls, but form letters or comments that can be copied and pasted are still welcome stress-reducers (phone calls are the devil - I have avery hard time making a phone call to anyone in a non-calling-my-family-or-close-friends context without a written script to look at or at least a written list of the information I might need or a a print invoice or yellow page listing or some form of written material about the person I'm calling so that I can *feel* like I'm looking at a script).