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Your messages should invite recipients to write back

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Unformatted text preview: customers how to attach the cycle computer to their home or office PC and download new software from Highway Bytes. Your boss is enthusiastic when you explain that you can program your current e-mail system to look for specific words in incoming messages and then respond, based on what it finds. For example, if a customer message contains the word installation, you can program the system to reply with the Installing Your Cycle Computer attachment. This reconfigured system should be able to handle a sizable portion of the hundreds of e-mails your customer service group gets every week. Your task: First, draft a list of keywords that you’ll want your e-mail system to look for. You’ll need to be creative and spend some time with a thesaurus. Identify all the words and word combinations that could identify a message as pertaining to one of the three subject areas. For instance, the word attach would 46053 C PHNJ B&E A B PN 248 probably indicate a need for the installation material, whereas new...
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