Composing with Care pp.44-47 The book provides an outline of the most important principles of good, clear, polite e-mailing. If you need more detail, Virginia Shea has produced an extensive site based on her own book, Netiquette. Emoticons or Smileys p. 46 Although in the book I caution against using them in a business context unless with people you know well, it may be useful (or merely entertaining) to know what smileys mean - for much more information and many more "smileys" check out this resource. Making Files Readable pp. 48-49 If you intend to send large files by e-mail you should definitely use some form of compression on them unless both you and your intended recipient have broadband connections. WinZip is shareware and is the best known file compression and decompresion program for Windows PCs but there are many others including QuickZip which is free of charge. Similarly, if you want to create Adobe Acrobat files, the most obvious option is to purchase Acrobat from Adobe, but a search of PDFZone will find several free options. I have heard CutePDF works well. Addressing the World pp.50-51 If you are wondering what the best form of address is for a new overseas business acquaintance you are sending an e-mail to, you may find an answer on this International Addresses and Salutations site. If you want to know what time it is in the recipient's country when you are sending them an e-mail (so you can guess whether you are likely to receive a quick response) try timeanddate.com. It's worth noting that according to Global Reach almost two thirds of the Internet-using population don't speak English as their native tongue. An e-mail experiment performed in 2001 on some of the largest companies in the world found only 9.34 percent of those who received a question in a foreign language responded with the answer in that language. Online translation tools like those provided by Altavista can be useful as a supplement to get the rough gist of what an e-mail you receive in a foreign language is saying or to help you to compose a message if you already know a language pretty well, but as Multibabel demonstrates (by translating the same phrase to and from English several times) machine translation is a very inexact science and no certainly no substitute for professional translation services if you need to communicate in a foreign language. Managing e-mail lists pp. 54-55 If you want to send e-mail newsletters to large numbers of people quickly and easily, there is a large number of web-based hosting companies available - many of whom will do the job for free. They generally add ads to the top or bottom of the e-mail you send out if you use their free service but will drop it for a small charge. If your office is a little more technologically savvy you may be better off using one of many specialist mailing list software packages which you run on your own computers. The best of these will let you produce e-mail messages that are different depending on the recipient. For smaller-scale mailing lists you can even use Microsoft Outlook or Microsoft Word, both of which include a "mailmerge to e-mail" facility (though the feature is fairly well-hidden!). The book provides a number of guidelines to ensure that any e-mail promotion you do is seen as a benefit by recipients rather than one more message to delete. A more lengthy outline concentrating particularly on the issues of privacy and customer consent is available from JunkBusters.