Why Email Isn’t Instant Messaging
I was on the road today. The usual flood of email hit my inbox. Some senders expected instant responses from me. But I’m starting to listen to good advice from Stuart Crawford, the former VAR who now specializes in social media. In a polite but clear manner, Crawford reminds senders on a regular basis that email isn’t designed for instant communications. Within our own business, we’re spending less time on email and more time using Google Docs to manage internal discussions. Here’s why. And here’s how.
First, Crawford‘s email management technique. Send Crawford an email and you usually get some sort of automated reply indicating that (A) he appreciates your message and (B) he typically checks email once daily and will try to reply in a reasonable manner. Crawford’s approach offers all of us a timely, tactful reminder that if you really have an urgent matter, then pick up the phone and start a verbal conversation.
Plenty of big corporate executives use a range of techniques to ensure staff members pick up the phone rather than flood each others’ inboxes. Back in the 1990s, former Computer Associates International Inc. CEO Charles Wang was known to have email-free time periods within CA, so that executives could focus on deadlines and immediate action items rather than endless “reply-all” discussions. At one point, Wang uttered his infamous line about email: “I hate it. It’s a cover-your-ass tool…”
Google Docs for Action Items
I still believe in email. And I try to answer all messages. But things can get pretty overwhelming when hundreds of readers each day are inquiring about the MSPmentor 100, upcoming events, and other Nine Lives Media Inc. efforts.
Within our own business, we’re using shared Google Docs more and more to manage daily tasks, internal questions, and key deadlines. Instead of endless point-counterpoint discussions in email, our team simply updates the shared Google Docs once per day, and we discuss the bullet points on a daily phone call. It cuts way down on email.
Still, we welcome emails from readers. I apologize for being a bit slow to respond in recent weeks, particularly as I manage MSPmentor 100 inquiries during extended business travel.
I suspect many MSPs also struggle to keep up with email inquiries. I wonder: How many readers will steal a page from Crawford, and politely remind senders that email doesn’t always generate an instant, comprehensive response… no matter how many times you send the message.
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I actually have a good friend of mine who actually created a product specifically designed around addressing the problem of people expecting instant answers through e-mail. It’s a great product and they just released Exchange integration this week. I’d recommend checking it out. It’s called Awayfind and can be found at http://www.awayfind.com. If you do check it out let Jared know I said hi.
-Scott
Joe,
This is a great post. The funny thing is that I read this, I am working on a presentation focused on Time Management for my Spring Training for Business event.
I like Stuart’s approach to replying to email and as I streamline my business I will also be implementing similar email procedures to allow me and my staff be more productive.
All the best,
Stu
When you’re encouraging people to call rather than email, how do you avoid slipping into an “interrupt-driven workplace” – answering 4-6 phone calls per hour, never able to really focus on your work?
I *really appreciate* the fact that email is not an instant communication tool. I let all calls go to a voice mail message advising them to email me unless it is an absolute emergency. I check emails twice a day.
99% of people who pick up the phone don’t *need* an immediate response, and the response they get via email is more useful as I’ve had the time to really understand the question I’m about to answer.
It seems like people are torn between your “calling is quicker” and my “email is less intrusive” ideas.
Scott@1: I’ll be sure to check out awayfinder. Thanks for the tip
Stu@2: Let us know what other biz trends emerge at Spring Training or Business.
Daniel@3: Generally speaking, I know when my business or our team members call it’s important. Emails that require a response get dragged and dropped into an “action items” folder that I try to clear out once daily. But I’ve been known to fall behind on that…
I’ve got to say, the Google Docs tip I shared has been the single most effective way to drive more efficient communications within our company. And it costs us nothing. Also, we have scheduled daily calls with team members that typically take 15 minutes and cover all of our daily urgent matters. Those standing calls cut down on random phone tag exercises.
-jp
Thanks JP for the mention here. I got this idea from Tim Ferris’ “Four Hour Work Week”. We use Google exclusively at Ulistic as well for all communication. David and I will put our thoughts in a doc and them simply share it. I can view it on my iphone or my Macbook…don’t matter.
Google’s email interface for this sort of behaviour is awesome. I tried it once with Exchange and really hated the “Out of Office” which is put in front of each message. Not sure why Microsoft still uses the old “Out of Office” on their responders.
If you would like to see my “notification” simply shoot me an email with a title starting you saw this on MSPMentor and I will also send you a free eBook on Social Media – shameless plug 🙂 email address is scrawford@ulistic.com
Cheers
Stuart Crawford
ULISTIC Inc.
403.775.2205
http://www.ulistic.com
Great post. I really like your mention of the simple technique of using daily Google doc and phone updates.
Through my own experience as a business owner and through working with time coaching clients, I’ve found that so much of managing e-mail (and boundaries with people in general) is setting expectations. I’ve set the expectation that I consistently answer all of my e-mail within 24 hours but typically only respond to urgent e-mail the day they are sent.
Because people have that expectation when working with me, they don’t assume that they can or will receive an immediate response. And if they do need a quick answer, they call or put “Urgent” in the subject line.
Email is non-deterministic: There’s no guarantee an email was received, read or understood. The biggest problem with all on-line communications is that there’s no formal process in-place to teach users how everything works and to establish best practice. Email has become a sloppy way to communicate which is complicated due to spam and sheer convenience. Because it’s so readily available, people compose messages without much thought, expedience and speed ruling the moment, so there’s lots of back-n-forth going on and not much actual communication. There is a place for both Email and IM, but management should weigh the respective use cases and benefits and train users accordingly.