Chapter 1

Introduction: The Rising Chaos of E-mail

 In the past decade, e-mail has become the lifeblood of modern business communications. No longer the province of geeks and technocrats, e-mail is now as necessary as the telephone for the average working man and woman. In some cases, e-mail has become more important than the telephone, fax and pager for connecting far-flung empires across time zones and cultures.

If this surprises you, count the number of messages you've sent and received via e-mail over the past week and compare that to the number of faxes or phone calls you've made. Or examine which deals would not have happened without e-mail between the parties involved. Or consider how you could have written your last report without sending a draft copy to your colleagues via e-mail. Or imagine how the last department meeting could have been scheduled without checking calendars via e-mail. The list goes on and on.

A good slogan for the early 1990s could have been "e-mail happens." E-mail was used by a relatively small minority of corporate workers and in a few select businesses. Today, e-mail matters, and e-mail matters big time for many of us. Without it, we couldn't conduct our business, stay in touch with our families and friends, and get on with our lives.

These days, e-mail users can be found in any place of business and across the entire spectrum of workers. What once was a technical curiosity is now common cocktail-party conversation, and it is rare these days to exchange business cards without an imprinted e-mail address, usually right below the telephone number.

The phenomenal growth and popularity of the Internet has been largely due to the growth and popularity of e-mail usage over this past decade. E-mail is still the Internet's most popular application when measured both by the number of its users and the frequency of usage. While the Web has received a great deal of attention and press, e-mail is the real untold Internet success story.

Everyone from your grandparents to your business associates has an e-mail identity-and in many cases more than one. Almost all of these e-mail addresses, regardless of the system and provider, are connected to each other via the public Internet. Studies put this number in the tens of millions of users: Depending on whom you believe, it could easily reach 100 million by the end of the millennium. The largest collection of e-mail addresses, logged by America Online, exceeded 10 million users by the fall of 1997, and is still adding thousands of users daily.

The success of e-mail is relatively recent and the result of several factors. First and foremost is the ability to send e-mail to anyone in the world. In 1990, most e-mail systems had little or poor connectivity to the Internet. Indeed, ordinary businesses were prohibited from obtaining Internet access, and service providers were few and mostly relegated to academic and government circles. The concept of purchasing a vanity domain name to match one's business name or trademarks was unheard of, and the Web still had yet to be invented. The vast majority of the world's countries had poor or no Internet connectivity.

The early 1990s saw little agreement on how major e-mail systems should be connected to each other. Most of the corporate e-mail users ran on disconnected systems that used their own software, such as mainframe-based IBM's PROFS and DISOSS, and LAN-based cc:Mail (before it was purchased by Lotus, and before Lotus was purchased by IBM) and Network Courier (before it was purchased by Microsoft and renamed Exchange). A few brave souls ran Unix-based e-mail systems, usually at universities or government research laboratories.

In addition to these proprietary systems, corporations also made use of one or more of various independent e-mail service providers, such as MCIMail, AT&T's Easylink and CompuServe. When e-mail system operators connected to each other or to the Internet, they did so on an experimental basis with little fanfare. For example, MCIMail operated an Internet gateway for its customers without much publicity or support for many years.

But over the past decade the Internet became popular and obvious as the glue that would bind these disparate systems. Internet service providers were established in droves, and countries loosened government monopolies on data communications, making corporate investment in Internet access easier, cheaper and more competitive. At the same time, the Web was taking off, making it acceptable and expected for corporations to have their own Internet Web presence and run Internet applications from every corporate desktop.

While the Internet was becoming more affordable and useful, corporations began to augment or replace their proprietary e-mail systems with more open ones, or connected their systems to the Internet to communicate beyond their own borders. The "@" sign became a household word, and rattling off one's e-mail identity in the form of user@example.combecame commonplace. (One of the more curious circumstances is hearing two America Online users tell each other their address, in the form of joe@aol.com-even though everything after the "@" is unnecessary.)

As e-mail became more functional, it also became a more accepted means of corporate communications. Today we send invoices via e-mail rather than fax them or send originals via postal mail. We e-mail answers to our customers' queries, and we don't think twice about sending e-mail to friends and business associates around the world. We now get e-mail composed entirely in another language besides English. And, as matter of fact, this entire book was created with a series of e-mail messages!

In the early 1990s, e-mail systems were mostly the province of the Information System (IS) professional and had little penetration in the warp and woof of corporate culture. Few CEOs would admit to using e-mail, and those that did often had their administrative assistants or secretaries operate the computer to collect and send messages. (Many still do!) But e-mail became essential as the corporate Diaspora increased: Branch offices in different time zones, telecommuters, international affiliates and different work hours from the usual 9-to-5 all rely on e-mail to get work done and information communicated across the enterprise.

But this Diaspora isn't just limited to individual corporations. Nowadays, workgroups are composed of teams from many different corporations that need to develop a product, come to agree on how to treat a common customer or resolve a dispute. The tie that binds these workers is e-mail first and foremost. Those workers that don't have a readily accessible e-mail address are quickly left out of the loop and fall behind the curve. Those who don't know how to make use of e-mail's more subtle features can waste hours or lose information.

A day in your e-mail Administrator's life

 We aren't going to spend a lot of time convincing you of the importance of e-mail: If you are reading this book, you probably already agree with us. But let us illustrate some of the typical problems that you might experience during an average day as the e-mail administrator for your corporation.

You wake up to the alarm at 6:30 a.m. and try to turn it off before your spouse wakes up too. Out of bed, you pad down to the den and turn on your computer. In a few moments, you bring up your dialing software and connect to the Internet, and then proceed to download your messages. Not bad-only 134 messages since you checked late last night. Most of them are just status reports and chitchat, along with a few of the usual annoying get-rich-quick schemes and porn site invitations that you wish you could stop coming into your corporate e-mail network but in the meantime routinely delete. You remind yourself once again that you should investigate some blocking software sometime soon to see if that might eliminate these messages.

One message that you really need to read is 3 gigabytes long-luckily you learned how to set up your mail program to ignore long messages, otherwise you would be waiting until lunchtime before it could finish downloading.

Another message contains a rather curious attachment that you can't read. You suspect it is from your colleague down in the finance department, who loves to try out the latest and greatest e-mail software and annoy you with these messages that prove that you are still behind the times and not running something that is up-to-date. He mentions something about a Java applet that you might not be able to view-that will have to wait. You really don't feel like trying to track this problem down, and you wish that your pal in finance would stop downloading the latest and greatest e-mail products and stick to the standard e-mail software that you keep trying to enforce on the overall corporation.

In the past he sent you e-mail messages that were formatted with hypertext markup tags-the language of the Web. You couldn't read those either, but they usually turned out to be greeting cards or contain lots of odd fonts that really didn't make much difference to you. All you saw was plain text, which took away some of the impact but was good enough for you to read.

This morning you have a purpose in your e-mail quest: You are looking for the latest version of a proposal from your London office colleagues. London is trying to install a new version of your corporate e-mail software, and they are already well past their lunch hour and eagerly awaiting your pearls of wisdom. One of them sent you the proposal as a Microsoft Word attachment, which you need to make some quick changes to this morning so that the folks overseas can approve and send back to corporate headquarters to start the purchase process.

London is using Word because they want to format the proposal properly. If they just sent you the text inside the body of a message, you would be able to read the text but wouldn't be able to approve the format. You make a mental note to tell them to send you both in the future-a note that somehow never makes it into your consciousness for the rest of the day.

Unfortunately, London has upgraded to the latest version of Word, while your home machine back is still running the older version. Of course, the file formats are incompatible, and you'll have to wait until you get to the office and try to find someone in your department that has a more recent copy to read the document. Luckily, it fits on a floppy disk that you can take with you. You quickly save it to a floppy, but in your rush to get out of the house, you leave it at home.

Just as you finish with your replies, you look up at the clock-7:43. It is time to take a shower and wake the family for the day's activities. You down a quick breakfast and head into the office, where you spend the next three hours in meetings, away from your desk. Your company has nine different e-mail systems, and you are trying to eliminate a few of them and simplify supporting all this software. You had originally wanted to bring everyone over to a single e-mail product, but you have given up on that goal as next to impossible. Still, it would be nice if you could remove a few islands of staunch supporters and cut down on the number of products.

Finally, you get back to your office and have a chance to check your e-mail again. Luckily, your office has a high-speed connection to the Internet, so that 3-gigabyte file doesn't ruin the rest of your day or tie up your machine. Unfortunately, it turns out that the file is an .EXE file, and you don't particularly want to run it. The last time you downloaded an executable program it contained a virus that messed up your machine for several days until your IT department could clean it up. Further, you have another 140 messages to plow through while you gobble down a quick sandwich and get that Word document off to London, which has been calling (three times!) while you were out all morning.

Too bad you forgot that disk back home with the proposal. You ask London to resend the file, meanwhile using the time to track down your local Word support person to find out how to convert a new Word document into an older one. You know that these support people will be hard to track down. Last you saw these people, they were spending most of their time trying to upgrade users of older versions of Word installed around the corporation. You thought you had problems with nine different e-mail products? There are almost as many different word processing products scattered around the enterprise.

By the time you find someone to help you and are done getting your corrections into your document, you miss the workday in London.

As the day wears on, you realize that tomorrow you'll be on a plane to Omaha doing staff evaluations and you'll need to get a laptop ready to bring along so you can get some work done while you are out. Unfortunately, IT doesn't have anything decent to loan you and you forgot to ask one of your staff members to bring in a department laptop from home. Now you'll have to either do without one or run around the building attempting to borrow one for the next few days.

And your day continues.

E-mail chaos

 In our description above, e-mail plays a central role in the workday. And along with that new focus comes a heavy responsibility. Many of us now use e-mail to keep track of our "to do" lists, organize our calendar and meeting schedule, and notify us of pending problem areas. E-mail has become a heavy weight on our shoulders, as we deal with the frustration of incorporating it into our working lives.

Our scenario mentions several of the problems surrounding e-mail's use, such as when the time comes to send a graphics file as an attachment or to send a document from our word processor. We often hear corporate workers complain of having "too much e-mail," whether that means tens or hundreds of daily messages. A reasonable working definition for too much is more e-mail than you can handle at a single sitting, whether that is hours or minutes. In our example, getting several hundred daily messages isn't uncommon in many high-tech companies, and is certainly more than anyone wants to deal with in a single session.

Some of us have become obsessive about checking our e-mail at night and on weekends, extending the workday as we spend hours answering and reviewing messages to stay current with the flow. Indeed, during a typical weekend for one of us it wasn't a surprise that e-mail queries sent on a Saturday afternoon were answered by all of our correspondents before Sunday evening! Many of you fear long business trips without being able to get to your e-mail and the resulting message backlog that will greet you on your return.

In our scene, we were able to filter (by size) the extra-long message while at home with a slower modem connection. However, this isn't always the typical situation, and you need to have a solid understanding of the tools that are available to help organize and filter your e-mail bonanza.

And finding your coworkers' e-mail identity is often easier to accomplish over the phone than any other means. Making small mistakes in addressing often leads to consequences that can be anywhere from annoying to disastrous.

All of this makes for lots of pain and suffering when you want to take control over your e-mail destiny.

In our scenario, we saw alternating periods of fortune and misfortune, depending on the behavior of various e-mail systems, operators, users and software. And as much as we'd like to imagine otherwise, this is the way e-mail generally works for us: Some days the e-mail gods are smiling and we can get our work done, and some days we can't.

Some of these problems are substandard desktop software. But some of the blame lies squarely with the rise of the Internet. As the Internet has become the de facto means of intercorporate communications, other proprietary e-mail systems have declined. And we have seen first-hand the situation that is common in many of today's corporations that have to maintain multiple e-mail systems from different vendors, either by choice or by default.

In the early, primitive days of e-mail you didn't have any choice when it came to running a particular e-mail product: If the corporate enterprise was running PROFS, you ran PROFS. But the Internet has changed that equation, providing freedom of choice for e-mail software. Now you can switch products at the drop of a hat and still be connected. Freedom of choice is nice, but you might end up trading one series of problems for another. And not all the functions present in proprietary systems easily translate into Internet-based products. For example, one of the benefits of using PROFS was the simple enterprisewide calendar system that was maintained for every user. No Internet-based product has been deployed that can match this functionality.

And some of the blame lies with computer manufacturers themselves, who have bulked up their machines with multiple copies of e-mail products, Internet access software, Web browsers and other things that you don't really need. It used to be that buying a new computer meant adding the software you needed to make it productive. These days, the first thing a new computer user does is delete this unnecessary software.

We've seen all of these problems first-hand. We have both used e-mail for more than a decade in various working environments with various systems. And while both of us consider ourselves very experienced and e-mail-savvy, we've have been stuck with our share of e-mail problems. We've sent plenty of messages that didn't arrive for one reason or another. We've both tried to open many unreadable attachments or mangled messages. We've tried to fax from our e-mail systems unsuccessfully and failed to receive faxes as e-mail messages. We've seen this happen to our friends and colleagues, some of whom are very experienced computer users. In fact, the level of computer expertise isn't relevant when it comes to using e-mail effectively. We all could use some help.

Out of these frustrations we have written this book.

We want to help make e-mail more joy than jail in your working life.

We want to provide you with lots of practical information on how to make you productive using e-mail and solve some common problems with simple fixes that are often hidden inside software you already own.

We want you, as the individual e-mail user, to understand what options and features are available on other products than the one you are using at the moment. You might want to switch products, or lobby your corporate e-mail administrator to consider alternatives.

We also want to give advice to the corporate e-mail administrator who has to deal with making systemwide changes as technology matures or as needs evolve within his or her corporation. If you are such a person, you'll be able to compare products and features and see if it is worthwhile to switch products or upgrade to a newer version.

Finally, e-mail is about communicating with others. We want you to understand the capabilities and constraints under which your correspondents operate so that you can communicate effectively. Unfortunately, the power of e-mail is limited by the least common denominator between your systems, rather the combination of the two. So, sometimes it is more effective to raise your overall functionality by giving your correspondents better software!

The "How Can I" Matrix:

organize and simplify your e-mail life

 

 

Receiving

Sending

General

Desktop

Chapter 2:

· How can I manage incoming e-mail?

· How can I comprehend error messages and correct them?

 

Chapter 3:

 

· How can I use e-mail to become my own push publisher? (manage mail lists)

· How can I integrate e-mail with other desktop apps such as calendars, schedules, address books, PIMs, Pilots, etc.

 

Chapter 4:

 

· How can I exchange messages securely?

· How can I manage more than one e-mail identity?

 

Enterprise

Chapter 5:

 

· How can I access my e-mail remotely (and presumably over slow speed connects)?

· How can I successfully use e-mail as a means to enhance technical support and customer relations?

 

Chapter 6:

 

· How can I know your e-mail address without having to call you on the phone first?

· How can I integrate e-mail with other messaging services such as fax, paging, etc.?

 

Chapter 7:

 

· How can I be sure that you can reliably and safely view my attachments and formatted messages?

· How can I determine the level of Internet-readiness for my enterprise e-mail system?

 

100% pure Internet

There aren't many simple answers to these issues, which is one of the reasons why this book is the length it is. But having said that, we'll suggest a goal, which we call "100% pure Internet." In brief, this means that, to the largest extent possible, you should select products that faithfully implement Internet standards and protocols as their native mode.

Having a 100% pure system also means you have the freedom to choose your products. If you were to start using one of these products for reading and sending messages, you could easily switch to one of the others with very little loss of functionality. That's the beauty of being 100% pure Internet.

If you can avoid using an application gateway, do so! If you can avoid converting between different messaging technologies, do so! If you are using an enterprise e-mail system that is running on something other than Internet protocols and standards, try to convert to one that is!

Granted, no system or series of products is completely 100% pure Internet, although a few come close. And no e-mail system is perfect, no matter what its purity level might be.

What about those systems that aren't 100% pure? For example, Lotus Notes, Novell GroupWise and Microsoft Exchange are all fine e-mail systems but use their own protocols, message formats and transports. While they can work with Internet-based e-mail through the use of gateways, they aren't 100% pure-not even close.

Notes, GroupWise and Exchange are very popular, mainly because they contain many features not found in the 100% pure products, such as integrated calendars, message recall and acknowledgment receipts.

Nevertheless, after all the e-mail products we've used (more on that in a moment), we still think that the goal of a 100% pure Internet system is worthwhile. With such a system, you'll find yourself saving time and energy when it comes to technical support, and you'll find a better series of products overall.

How this book is organized

 We realize that you want answers to your everyday problems to try to become more productive and use e-mail in new and exciting ways.

The only way we know how to help improve your e-mail life is to first bring some order to it. So we have created a special "How Can I" matrix of six different cells, in two rows and three columns.

If you have a specific business problem, you should be able to find its solution in one particular cell of our matrix, and then go to the particular chapter that covers that situation. Don't feel obligated to read through our entire book if you need answers to one or two questions!

For example, if you can't receive attachments reliably, Chapter 7 on general enterprise e-mail issues will cover this problem.

Use our "How Can I" matrix as both a reference guide to your own e-mail universe as well as the organizing theme for this book. Each cell of the matrix contains two questions that strike at the heart of common e-mail issues and will serve as the basis of a series of six subject chapters that will address each group of questions.

Our matrix recognizes that e-mail is both personal and corporate: There are times you'll have questions about something involving your own desktop configuration or setup, and other times when your entire enterprise will want to standardize on a particular application or method. So, one axis for our matrix is desktop vs. enterprise issues. The other axis differentiates e-mail issues into those involving receiving, sending or general e-mail issues.

Chapter 2 looks at desktop-receiving issues, something that touches us all. How do we manage to pare down the sheer volume of e-mail we receive and make it easier to sort through the time-sensitive ones from the trivial? How can we understand the various error messages that we receive and figure out which ones are genuine problems and which ones are just informing us of temporary situations?

Chapter 3 examines desktop-sending issues. It covers the two issues about using e-mail to become one's own publisher to broadcast content. It also looks at ways that we can integrate e-mail into other desktop applications to broaden our computing experience. We'll examine ways you can make use of the latest round of portable devices, such as the 3Com PalmPilot and Rolodex REX.

Chapter 4 rounds out the desktop issues with two general problems about exchanging secure messages and managing multiple e-mail identities. By secure messages we mean the ability to encrypt, send and decrypt messages and documents to prevent others from snooping on your correspondence. And these days having more than one e-mail identity is essential to getting one's work done-something well known to many America Online users.

Chapter 5 begins our enterprise-receiving discussion and examines how we can access our e-mail remotely without spending lots of time waiting and redialing. We also talk about how corporations can make use of e-mail to enhance customer support and relations by incorporating e-mail into their Web site and support systems.

Chapter 6 covers enterprise-sending issues, such as how we can figure out someone else's e-mail address without having to first call them on the phone. We also look at ways to integrate e-mail into messaging applications such as fax, paging and voicemail.

Chapter 7 finishes out enterprise coverage with two general problems: being able to reliably view attachments and richly formatted messages. This covers the issues surrounding receiving viruses as e-mail attachments as well. We'll cover how various groupware products such as Notes, GroupWise and Exchange work with Internet-based e-mail. And we look at how corporations can determine the level of Internet-readiness with their e-mail systems.

Finally, in Chapter 8, we have some closing words of advice.

The discussion in each chapter is divided into five sections: First, a brief introduction that lays the groundwork and presents an overview of some of the issues; then a more complete discussion of the two problems covered in that chapter, along with an explanation of particular software and hardware products that contribute to the problem. These explanations can't cover every e-mail product, of course, but we assume that most of you will be running Windows95/98 or NT-based products.

We have chosen the most recent versions of the most popular e-mail products to use in our examples and illustrations of both the potential problems and the intended solutions. Our list includes the following versions of software available in January 1998:

n Microsoft Outlook Express, the version that comes with Internet Explorer 4.01

n Netscape Messenger, version 4.04, which comes with the complete Communicator package

n Qualcomm's Eudora Pro, version 4.0

n Lotus' cc:Mail, version 8.1

n CompuServe's WinCIM, version 3.02

n America Online, version 3.0

 

 These six products represent the most popular e-mail software in use today. They also show the wide range of how e-mail is used. Three of the products-Outlook Express, Messenger and Eudora-are 100% pure Internet products, making use of Internet e-mail standards, servers and protocols.

Two of the products, America Online and CompuServe, are software used for their own proprietary networks. While you can use both products to send and receive e-mail over the Internet, they have lots of other features than doing e-mail. For example, you can use either product to participate in group discussions and chat rooms. With either product you are tied to an e-mail identity on their own network. If you want to change neighborhoods and move to a new network, you have to find some other software. Finally, cc:Mail is primarily a LAN-based e-mail product. You need a cc:Mail server to connect to and exchange messages.

We cover Notes, GroupWise and Exchange software in Chapter 7, particularly focusing on how they relate to exchanging Internet messages.

In every chapter we cover the relevant standards that have been put into place for each situation. In many cases these standards don't solve the problem, and in some cases they are the cause of the errant behavior we describe. We propose some solutions, tricks and tips to get around the problems posed at the beginning of the chapter, and we end with some predictions as to where the future is headed.

Who this book is for

 Writing any book assumes a certain audience and skill level.

Our primary focus is with corporate and business e-mail users, although much of what we have to say applies to personal use as well. This book is designed as a primer for the IS professional as well as savvy end user. We assume that you and your co-workers are trying to communicate with your customers and business partners, and you have a pressing need for such communication that goes beyond mere personal correspondence.

Many of our examples work equally well in large multinational corporations as well as smaller offices and departments. Where they diverge, we'll say so. We will try to provide advice that will work in the widest possible circumstances, but when it doesn't fit specific circumstances, we'll let you know.

We assume that corporations will have more than one e-mail network, including multiple servers, software versions and operating systems. We do assume that most corporate networks are at least running Internet protocols on their e-mail servers, if not on most of their desktops as well. This mixture of protocols, LAN-based e-mail, standalone and laptop users, and various networked e-mail systems is the hard reality of many corporate e-mail environments these days, despite many best efforts at trying to simplify the situation.

We'll examine what corporate e-mail administrators can do to improve their systems, whether they are large or small. Sometimes this will be a fairly simple step. Sometimes this will involve specific changes to particular servers or systems.

We assume you already have some sort of e-mail software on your computer (hopefully it is one of the applications listed earlier). Maybe you use more than one e-mail product: one at home and one at work. Or maybe your company is in the process of weaning you off one product and recommending using another. We try to incorporate specific information on a variety of products. Our interest is in making you more productive and giving practical advice, rather than convincing you to use one e-mail product over another. We'll certainly give you our opinions about the relative differences in functions, features and ease of use of the specific products mentioned earlier: We won't shy away from our opinions, nor disguise them as facts when they aren't.

As we mentioned earlier, we use the most current version of six different products to illustrate both problems and solutions in our discussion. If you are using an earlier version, you can use this book to decide whether any particular set of features is worthwhile for you to upgrade to these newer versions, or perhaps switch to another product entirely.

We don't assume you know the details about various Internet protocols or how to reconfigure your operating system to support them, and we'll explain these details as we go along. And we'll provide plenty of links to other Web sites with more information, details about particular products or protocols, and further reading.

While we assume that you are using Windows95 or NT operating systems and software, we'll make mention of other products when appropriate relating to earlier 16-bit Windows 3.1 as well as Macintosh and Unix desktop configurations.

What this book isn't about

 We aren't going to give you tips about how to compose your messages properly-this so-called "netiquette" and online manners are best left to other books or just plain common sense.

We aren't writing a book for first-time e-mail users, going through all the ways to use e-mail effectively as business communications or how to justify an initial investment in e-mail technologies. There are plenty of books already written about these topics. But we also don't assume that you are an e-mail expert, as we mentioned above.

This isn't a book for how to set up and run an enterprise e-mail network. While many of our tips and hints are geared toward enterprise users, if you need to learn how to set up a system from scratch, this book isn't going to provide a great deal of insight. But if you currently administer an enterprise e-mail system, then many of the things we'll describe will help to improve the lives of your e-mail users.

We aren't going to replace the instruction manuals and other software documentation that shows you how to use the many features of your e-mail software.

We aren't writing a book about the ins and outs of using America Online or Eudora or Outlook Express-we don't particularly care which e-mail software you have running and whether you have a constant high-speed connection to the Internet or a slower modem with intermittent access. Plus, there are already plenty of books that explain these choices.

This book isn't about how to surf the Internet, run various Internet applications such as news readers and chat programs, or where to download the best shareware programs that do the same. While there certainly are many other Internet applications other than e-mail, we are focused on just how to use e-mail effectively.

And if you are looking for tips and tricks on picking the right Internet provider, this isn't the book for you either-there are plenty of that sort on the shelves as well.

What is on our web site

This book covers technologies that are subject to changes: Software programs get new features and are upgraded almost weekly it seems. Trying to stay on top of these changes is difficult, and impossible to do so in print. We will make use of the Web site at www.everythingemail.net to track these changes to the various programs mentioned here. When we find something new and noteworthy, we'll post this information on the Web site.

The Web site also has links to other products mentioned in the book, offering specific solutions to various e-mail problems. We'll try our best to keep these links accurate, although that might not always be possible.