1. Use space to enhance readability. See how we have inserted a space between sections of this text? You always want to do this. Short blocks of text are easier to read than dense text. Always put a space between paragraphs.

2. Email is more conversational that postal mail. And emoticons -- the name for smilies like this :-) -- do help to clarify tone. Remember that no one else "hears" what you write the same way you do.

Common emoticons: :-) -- happy face or smile

:-( -- frown or sad

;-) -- wink

:-/ wry look

3. Exclamation points are also more common than in more formal writing -- they work well to express enthusiasm.

4. In a group, it doesn't matter if someone has already responded to an email -- your point of view also matters. And people like to hear from a number of readers -- it makes for a better sense of being seen and heard.

5. Using colored backgrounds, stylized text or html in email is not a good idea unless you know who you are sending to because not everyone uses email applications which allow for those options. So use plain text on a white background. Yes, that is not as much fun but the point is to have people read what you write. :-)

6. Try to set a regular time every day to check email. If we want to use this tool for our business, we don't want messages to go unanswered for long.

7. When composing e-mail, keep it as short, simple, and on-topic as possible. People can read and respond more easily to one topic concisely communicated. They are less likely to read and respond to a long, complicated message. If you have multiple topics to write about, consider sending each one individually, or at least number them in an organized fashion for easier response.

8. When replying, refer to the content of the message you are replying to. Make it easy for people to understand what you are talking about and the context without scrolling down to figure it out (most won't).

9. ALWAYS SIGN YOUR E-MAILS! Especially if your e-mail address doesn't clearly communicate who you are.

10. ALWAYS INCLUDE A SUBJECT LINE! Don't leave the subject line blank. Change the subject line if you are replying and the subject is changing. People use the subject line to decide whether to read a particular message and to find a particular message for future reference. Extra points for making the subject line fun or intriguing.

11. Try not to send attachments. For most text attachments, except for very long documents, paste the text in the body of the message. If you do send an attachment, it is a good idea to send a separate e-mail letting the recipient know you are sending an attachment and what it is.

12. Be personal. Address your recipient by name. Don't forward an e-mail to a group without comment.

13. Prevent unsightly line wrapping by using 50-60 characters per line. Format-It is a free web-based utility for this purpose.

Remember the AOL motto for its employees --
"smile from the wrists down!"