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The Online Advisor - August 1999
Know how to use e-mail in business
E-mail is widely used for business communication, but unless you observe certain rules, you may find it more damaging than beneficial to your business. Some pointers:
If you suggest that customers contact you by e-mail, be sure to respond quickly to the e-mail you receive from them. E-mail users expect a reply within hours or, at the very latest, within a day or two.
Use a subject line that can't be mistaken for "spam," the term for junk e-mail. General tags like "hello" or "attention" might get your message deleted before it gets read.
Don't put anything in e-mail that you would want kept private. As Microsoft is discovering, your e-mail can come back to haunt you.
Avoid needless copying. Since it's easy to copy e-mail to an entire list of recipients, some e-mailers send their messages indiscriminately. It's a good way to annoy people, so send copies only to people who have a genuine need to see the information.