The first thing I do is filter these support emails to one place. For several years, I did this with rules in Mail. These rules scanned incoming messages for certain terms relating to the books. Whenever Mail got a hit, it automatically filed the message in a specific folder for me to review and process. More recently, I've started doing the same thing with the Web-based Sanebox service. If you're a Gmail user, you could also do the same thing with Gmail filtering rules.
Next, using TextExpander, I set up a detailed response snippet that saves me a lot of typing. I use TextExpander's Optional Selection feature (click on the cursor button in the snippet editor, then select Fill-Ins and then Optional Selection), which allows me to choose which paragraphs in that canned response to include. I use additional fill-in snippets to insert more detailed information that the optional selection choices can't support. — David Sparks
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