email problem primer

[hermit921]

This is a bit off-topic, but I am trying to get out of searching 
MailScanner logs when a problem is more easily solved by the end user or 
their PC support.

I need to write a simple document about analyzing email problems.  This 
will not be given to PC support staff who know almost nothing about 
email.  I know it will need to include:
1. how to determine who sent the message
2. how to determine who should have received the message
3. read a returned error message and figure out what it means
4. look at the headers and figure out what mail servers were involved and when

It will not be mail client specific.  It will not include looking at mail 
logs.  It will not be mail server specific.

Does anyone have such a document already?

Thanks,
hermit921