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Vox Pop: Managing actions from list emails?
Merlin Mann | Jul 30 2007
During the Q&A portion of my Inbox Zero presentation at Google the other day, an audience member stumped me with a question about how to manage action around mailing list distributions (the question starts at about 48:22). He said he frequently receives email requests and questions that are also distributed to the other 20 people on his team. He describes a "waiting game" in which team members hang back to see if other people will respond first -- at least partly out of not wanting to duplicate effort or flood the sender. I thought it was a really intriguing question, although I said (and still believe) that distributed email would not personally be my first choice to handle this kind of communication. Well, based on the reaction in the room that day, I gathered that this is a common dilemma for Googlers. Funny thing is that, since the video went up, I've received a lot of email from people outside the Googleplex who share the same problem -- a few of whom were aghast that I wasn't aware what a huge pain this is for knowledge workers. And to an extent, I'll admit those folks were mostly right. I do know about the pain of being on multiple email lists, and it's why I've spent the last ten years trying desperately to stay off of them. I also know and dread the poorly-worded action request that requires vivisection with a magnifying glass and tweezers. But I suppose I never really thought about the cumulative effects that distribution lists can have across a company -- especially given the geometric nature of their influence, and especially if some 500 emails a day must be monitored and processed for potential action items. That's just stunning to me. So: open thread for you email veterans to chime in... How does your team handle these sorts of distributed requests? How are you personally managing possible actions that stem from email distributions? Are there success stories for the distributed email approach? Anyone found better media than email for managing this stuff? Do we all just need to make our peace with getting 2,000 interoffice emails a week, and move on? What's the solution? 39 Comments
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 First, Merlin's response at the...Submitted by Gary (not verified) on July 30, 2007 - 6:42am.
First, Merlin's response at the Google talk was completely correct: this isn't an email prblem, and the team needs to actually talk the situation over. If a team of 20 people isn't clear about who's on first, and this happens on a regular basis, some sort of process or policy needs to be established. If the manager isn't stepping up to the plate, or is the source of the emails, then the 20 individuals need to take responsibility for themselves and start the conversation with their manager. The productivity loss of a group rechecking the same mail over and over, or reading mail that should never have come to them should be sufficient motivation for a manger to fix this. The last time I was in a situation like this, we had a point person who checked a dedicated mailbox, and assigned requests to the team member who had the matching skill set. This person also negotiated reassignment if the first choice was too busy. Any time there was a new client or senior manager, there was a flood of group CC:s. Once our manager pointed out the dedicated mailbox, and the fact that 99.99% of emails to that box had resolution within the committed time, the flood would always stop. The trick, then, was to keep the stated time commitments. » POSTED IN:
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