Globally Speaking

Because email travels so quickly, we tend to assume that people remember what they wrote a few hours (or minutes) ago. Common sense should tell us otherwise, because we all know how much can happen during a day at work.

Take advantage of the fact that email produces a written record of someone's exact words, and use the previous message to jog your correspondent's memory.

Most email programs can be set to include the original incoming message in your reply window automatically. The program may insert a special character (usually > or - or | ) as a marker at the start of each paragraph, or even each line, of the included message.

With most email programs, you are free to type before, after, or in the midst of the included message that automatically appears in your reply window. If you need to respond to several specific items or questions, it's often a good idea to reply point by point, typing your remarks after each corresponding paragraph of the original message.

A point-by-point reply is easier to read if you insert a blank line before and after your response to each point:

  >By the way, when would you like us to
  >schedule our next meeting?

  I'm glad you asked that question so far
  in advance. As you know, I had to miss
  the previous meeting because of a prior
  appointment.

  >Will we need any special equipment?

  Yes. Can you arrange for an 8-panel
  showboard so I can display some of our
  samples?

If the message you're replying to is long, it's a good idea not to include the entire message unless you need to refer or reply directly to most of its content. When your email program automatically inserts the entire original message in your reply window, simply select and delete the parts of it that you don't need.