http://www.useit.com/alertbox/20031208.html
Differentiating your message from spam is thus the first duty of email design.
Mr. Nielson checks in with an article on email from websites to customers. Nothing incredibly earth-shattering, here, but some good reminders and guidelines nonetheless.
For a local spin on the same general subject, take a look at E-Mail Customer Service in West Michigan, a study I did about this time last year.
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