Finding the Right Balance for Managing E-mail

Tonight’s AgendaWhat I share with end-users…

1. E-mail - our largest digital problem

2. Sender offenses

3. Problems @ work

For IT Professionals only…

1. End-user concerns (what they should be!)

2. Debunking email myths

3. Proposed actions for IT professionals

What’s the problem?

• 36% increase in corporate e-mail from 2001 to 2002, 15 % increase in 2003

• On average, 54 e-mails received, 35 sent per day

• It may take 4-5 minutes to process most e-mails, both received and sent

• Therefore, average time to complete daily e-mails could be over 5 hours per day

Quantitative

What’s the problem?

• The technology is not the villain• The way it is used by people is the villain• The attitude it fosters is the villain• The absorption of people by machines is the

villain

Qualitative

Source: Economic and Business Roundtable on Mental Health. July 2000

Our channel choices at work

Media Richne

ss

Synchronous

Physical presence (face to face)

Interactive media (telephone, IM)

Asynchronous

Personal static media (emails, reports)

Impersonal static media (flyers, bulletins, newsletters)

High

Low

A framework for best selection

Media Richne

ss

High

Low

Synchronous – best used for discussion of ideas and concepts, negotiations, relationship building, sales, and negative news

Asynchronous – best used for routine or transactional matters where there is a mutual interest , common understanding or context

Conclusions on e-mail usage at work1. E-mail is not as productive as originally

envisioned or intended

2. The e-mail communication channel needs further definition and refinement in the workplace

3. Overload has become a serious management issue

Email Sender Offender #1…

Spray and PrayTell all, tell often

Email Sender Offender #2…

Hide and SeekThe buck-passer

Email Sender Offender #3…

Prima DonnaAll my e-mails are urgent!

Email Sender Offender #4…

Power PlayerE-mails with a nasty odour

Email Sender Offender #5…

Emotional WreckI’m upset,

you should be too!

Most Common E-mail Problems @ Work

1. There are too many low-value emails being routinely sent within organizations on a daily basis.

2. There is an expectation that anything sent by email receives immediate priority.

3. Employees are getting less tolerant about poorly composed or ill-conceived emails.

4. Employees are working longer hours each week managing their email inboxes.

73% of people said that their organizations should lead the initiative to reduce email overload through policies,

education and training

End users’ biggest concerns

• Overwhelming volumes• Spam and viruses• Miscommunication• Filing and retrieving messages

You have been

attacked by the

e-mail monster

End users should be concerned about…End users should be concerned about…

Optimizing application use

To create efficiencies and improve an organization’s productivity

To create efficiencies and improve an organization’s productivity

End users should be concerned about…End users should be concerned about…

Process improvements embracing the

best of both humans and technology

End users should be concerned about…End users should be concerned about…

Their exposure to unanticipated risks

PrivacyPiracyPolicy

PrivacyPiracyPolicy

End users should be concerned about…End users should be concerned about…

Enterprise-wide system management issues

ArchivingElectronic Searching

Expunging

ArchivingElectronic Searching

Expunging

Debunking Myths About EmailDebunking Myths About Email

Email creates the paperless

office

11

If you get rid of all the printers!

Debunking Myths About EmailDebunking Myths About Email

Using email is profitable

22

Has increased costs by 12% of corporate payrolls

Debunking Myths About EmailDebunking Myths About Email

Email expands communication

flow

33

Its’ misuse creates larger barriers

Debunking Myths About EmailDebunking Myths About Email

IT professionals are email efficiency experts

44

What actions could IT professionals take?

So?

Action plans for IT Professionals

Facilitate email application training– Tips, short-courses– Best practice suggestions– Email management enhancements

Be an Advisor on email policies– Work with Human Resources and executive

management champions• End user guidelines• Email retention• Volume reduction “vigilantes”

Action plans for IT Professionals

Act as Change Agent for operating efficiencies– Improved use of corporate Intranets/Extranets– Review of enterprise-wide practices that use email

unproductively– Better electronic information searching and retrieval– Introduction of IM to facilitate more synchronous

communication

Action plans for IT Professionals

Be an electronic risk management Advocate– Moderate types of information committed to the

system– Help end-users protect themselves– Provide forensic guidance

• Message retention/archiving• Expunge policies

Action plans for IT Professionals

Why have an email policy?

• Tells employees what is expected of them• Proactive guidance to help resolve current or

emerging email practices• Identifies legal and compliance boundaries for

system use• Acts as a preventative measure to protect

sensitive information• Offers opportunity for discussion on better use

Electronic Communication Productivity Plan

1. Conscious awareness of over-reliance

2. Assess productivity impacts

3. Supplement with potential for legal exposures

4. Take sensible action that respects the working culture

• Treat electronic communication improvements as a public policy issue rather than a mandate for immediate change

Just off the presses…

Guiding Principals

Defines e-mail communication issues in the workplace

Uncovers the root of the problems (including cost estimates and policies)

Offers solutions that benefit both individuals and organizations

Managing Your E-mail: Thinking Outside the Inbox

Thank you for your interest!

Questions?

Is E-mail Managing You?