Emoticons and email ettiquette

What exactly is an emoticon? And what makes for good and bad email? According to Kristin Byron, from the Whitman School of Management at New York\u27s Syracuse University, training staff in how to effectively use email is something that most companies and organisations simply overlook. And that\u27s despite the fact that inappropriate, or sloppy email correspondence can bog a company down or cost it millions of dollars in legal bills