The average office worker sends and receives 36 email messages every day. Some people receive hundreds (literally!). By keeping your messages short, there's a better chance they'll be read.

In email messages, "short" equals one screen (not one page). Busy readers don't bother to scroll down. In email, there's no room for fluff.
(Sign up for a f.r.e.e mini-workshop on email etiquette at http://www.KeepCustomers.com/EmailWorkshop.htm.)

How do you write "briefly"? One technique is to omit wordy phrases.

• Instead of "as a general rule" use "generally"

• Instead of "on two different occasions" use "twice"

• Instead of "at this point in time" use "now"

• Instead of "more than one" use "multiple"

The best email sentences and paragraphs are brief. These are quick for the receiver to read and easy on the eyes.

To make the message appear "friendly" (not overwhelming) to the reader, double space between paragraphs. Don't indent the paragraphs. That isn't necessary when you've double spaced.

Since people are notorious for skimming email messages, how do you ensure they don't miss your important points? Create lists. These can be read at a glance, and readers can quickly see there are multiple points.

To emphasize your lists, use numbers or bullets to highlight each point. In writing your list, you have three formatting options:

1. Complete sentences

2. Fragments / phrases

3. Single words

You may use any format. Just be consistent. Don't make "Point Number One" a full sentence and then use a single word for "Point Number Two." Regardless of the method you select, capitalize the first word.

With spacing, you have two choices. You may double space between the listed items. Or, you can single space. Double spacing makes the list easier to read, but it also takes up more of that oh-so-precious screen space.

When you format your messages effectively, they will be read. And, even better, readers know exactly how many points you're trying to make.

By email expert Kelly Watkins, MBA. Sign up for a f.r.e.e. Mini-Workshop. Discover practical tips & techniques to make your email messages more effective: www.KeepCustomers.com/EmailWorkshop.htm. Hurry! This is a limited time offer. If you snooze, you lose.

To read tips on communication & customer service, or to order "Email Etiquette Made Easy"
(a comprehensive guide filled with exercises and examples), visit: www.KeepCustomers.com.