Task:
Step 1: Read a scenario.
Go to Highway Bytes to access the scenario.
Step 2: Generate a list of keywords.
Use a word processor (like MS Word) to generate a list of keywords that you want your e-mail system to look for. You 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 probably indicate a need for the installation, whereas new software would most likely suggest an upgrade attachment.
Step 3: Create three emails.
Draft three short e-mail messages, one to accompany each of the ready-made attachments explaining that the attached document answers the most common questions on a particular subject (installation, troubleshooting, or upgrading).
Step 4: Draft another email.
Draft a fourth message to be sent out whenever your new system unable to figure out what the customer is asking for. Simply thank the customer for writing and explain that the query will be passed on to a customer service specialist who will respond shortly.
For the above, you must read the Case Scenario: Highway Bytes Scenario.