Email communication guidelines / standards

[Ted Baldwin]

Hi all -

I am trying to locate some guidelines or standards for email-based 
reference, or email-based customer service in general.  Items I am 
interested in include: guidelines on replying to messages and formatting 
replies, ways to manage 24-hour email service, creating footers and what to 
include in them, and training exercises or games for teaching others about 
email-based customer service.  I have been perusing a great book called 
"Customer Service for Dummies", which has given me some ideas; however, it 
doesn't have a lot of detailed guidelines on replying and formatting 
messages, or on any standards that have been developed.  Any help would be 
appreciated, and I can summarize the results for the list if there is any 
interest.

Thanks - Ted

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Ted Baldwin
c/o Chemistry/Biology Library
University Libraries
University of Cincinnati
513.556.1503 / 513.530.4046
513.530.4401 FAX
ted.baldwin at uc.edu