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