Writing Effective E-Mail, Revised Edition

E-mail is more prevalent today than ever before. Its instantaneous nature makes it a convenient, time-saving tool for businesses. However, it is also more important than ever to take the time to write messages that are secure as well as clear and error-free. The revised edition of Writing Effective E-Mail includes an added emphasis on how to avoid workplace disasters such as lost sales, customer-service nightmares--and in the worst cases, lawsuits and financial losses--triggered by careless or poorly written e-mail. This book will also guide you in writing a comprehensive and effective e-mail policy for your organization.
 
Table of Contents

Introduction

Part 1: Think Before You E-Mail
Beware Potential Perils
Deciding When to Use E-Mail
Addressing Your E-Mail Message
Replying to E-Mail Messages
E-Mailing to International Audiences

Part 2: Composing Your E-Mail Message
Collecting Your Thoughts with the Five Ws
Writing a Subject Line with Real Oomph
Incorporating a Salutation and Signature
Grabbing the Reader’s Attention: The Lead
Organizing with the Inverted Pyramid
Comparing Chronological Writing
Getting Started in Three Easy Steps

Part 3: Keys to Effective E-Mail
Striving for Simplicity
Writing with Power...or Paste?
Eliminating Mechanical Errors
Spelling Counts!
Using the Active Voice
Avoiding Sexist Language

Part 4: Polishing Your Cybermanners
Setting the Right Tone
Dodging Conversational Pitfalls
Watch Your Cyberlanguage
Extinguishing Flames
Punctuating with Smileys and Shorthand
Reviewing Netiquette Guidelines
Netiquette Guidelines for Managers

Part 5: Formatting Your E-Mail Message
Selecting Format Settings
Enhancing Readability
Sending Attachments with Care
Battling Electronic Viruses

Part 6: Managing E-Mail Overload
Controlling Your In-Box Clutter
Reducing Spam Intake
Organization-Wide E-Mail Management
Devising an E-Mail Policy for Your Organization
Using a Sample E-Mail Policy as a Guide

Appendix
Drafting Electronic Writing Style Guidelines for Your Organization
Directory of E-Mail Hardware
Authors' Suggested Responses to Exercises
Glossary of E-Mail Terms
Recommended Reading

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