Human Errors

Emily Short's Interactive Storytelling
But what I particularly like about the system in Human Errors is the way it combines the guided and the open-ended, the effective and the reflective choices. If you choose to close an issue, it goes away, is no longer your problem. If you write an email to a user, you get a brief time — enough to type a short sentence or two — to type whatever you want before the text box fades to “Sent.” It’s not expressive in the sense of a parser input, because you’re not constructing a complex command all of whose aspects will be understood by the game; but it does allow and indeed encourage the player to express something.
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