If you have a strong emotion when composing or responding to an email, pause.

Consider another medium of communication. Plan a face-to-face conversation, pick up the phone or have another person pre-read your response before you hit the send button.

·Assume the good intentions and competence of the sender.

·Think three times: before you write, after you write and before you send your message. Carefully compose all responses.

If you receive a message intended for another person, forward it with a brief explanation. Don't just ignore it.

Avoid flaming or the expression of extreme emotion or opinion in an email message. You will alienate your reader, possibly generate ill feelings and negatively impact work productivity.

Separate opinion from facts while reading a message, so you can respond appropriately.

Be concise in all your messages.

Create templates for frequently used responses. If you receive the same question repeatedly, create a template or stationary (in Eudora) to use. This saves time and provides consistency of response.

Avoid attaching unnecessary files.