• Think before You E-Mail
-Beware potential Perils
-Deciding When to use E-Mail
-Addressing Your E-Mail Message
-Replying to E-Mail Message
-E-Mailing to international Audience

• Composing Your E-Mail Message
-Collecting Your thoughts with the Five Ws
-Writing subject lines 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

• 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

• Polishing Your Cybermannners
-Setting the right tone
-Dodging conversational Pitfalls
-Watch Your Cyberlanguage
-Extinguishing Flames
-Punctuating with smileys and shorthand
-Reviewing netiquette guidelines
-Netiquette guidelines for managers

• Formatting Your E-Mail Message
-Selecting Format Settings
-Enhancing Readibility
-Sending Attachments with Care
-Battling electronic viruses

• Managing E-Mail Overload
-Controling 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