TABLE OF CONTENTS

View from Washington
By Jim Bruce, Wiley, Rein & Fielding

EMA Member Showcase

Service Planning for Electronic Messaging Systems (Part I of a Two-Part Series)
By Roger Mizumori, Compaq Computer Corporation and Mary V. Fisher, ARINC, Incorporated

Conversational Interactive Voice Response Systems Bring Relief to Weary Call Centers
By Mark Bannon, Phonetic Systems, Inc.

E-Mail Service Level Agreements (SLA’s)—How To Make Managing Your Messaging Systems More Efficient And Effective
By Bill McBride, Tally Systems Corporation

An Introduction to Smart Cards (Part II of a Two-Part Series)
By Steve Petri, Litronic, Inc.

Message Tracking
By Steve Primost, Fischer International Systems Corporation

Online Communications Among Heterogeneous Applications Helps Massachusetts
Fight Welfare Fraud
By Jerry Fireman, Structured Information

E-Mail Outsourcing
By Richard A. Bliss, Allegro Consultants