In films like You've Got Mail, where you can almost predict how it's going to turn out as soon as the opening credits appear, then it is up to the writers, director, and actors, to get us to enjoy the journey to the end credits. Nora and Delia Ephron's script succeeds because they know their characters well, and give them a can't miss plot device. Tom Hanks is believable as the head of a gigantic bookstore chain, as is Meg Ryan as the owner of a small children's bookstore shop. As the guy who is putting Meg out of business by opening a chain store close to her little shop, Tom Hanks character comes across as the arrogant person who only goal seems to open as many bookstores as he can, and make as much money as he can in doing so. When he is talking to Meg Ryan on the internet, we see another side of him, and learn that possibly, he's not the evil guy you think he is. Of course, in person, Meg hates him for what he is doing, on the internet, she falls in love with him. This is what makes the film work, as their reaction to each other in person is completely different from when they talk on line. Some people may quibble that the ending is not very believable, but face it, do you fall in love with a person because of who they are, or what you think they are? I think this question is answered quite adequately.