I get a lot of email. Between the different things that I’m involved in with my kids, friends, work and random other things I’m engaged in, it translates into lots of mail. It also sometimes translates into important things that probably should be kept track of but due to the sheer volume of emails incoming daily, isn’t always the easiest task. I was brought face to face with this reality again, not because I missed something but because of the effect missing someone can have on somebody. That person was me.
Recently I’ve been working on getting a meeting with somebody that is fairly important to a business venture we’re developing. I’ve been trying to set up a mutually agreeable calendar date for a while and then finally I got an agreement for today. I told him that I couldn’t wait to get together and how happy I was that he was going to be in DC. The only times I couldn’t get together today were from 9-10 and 10-11. So a couple more email exchanges go back and forth then finally an email comes back saying the time he could and wanted to get together was from 10 to 11. I read it and I was really disappointed because my current 10-11 meeting was a meeting that I couldn’t move. So I sit there and I spend about an hour trying to figure out if I should I try to move my current 10-11 which was also a very important and hard to get meeting.
I didn’t want to cancel the meeting that I already had. It’s something that I just really hate doing. I think it’s really unfair to do that especially considering this was late last night at the last minute. So finally after much deliberation I decided to just write back and let him know that I just can’t do it at that time. I asked if there was any way to do it at the end of my current 10-11. So after I had spent the better part of an hour stressing out and going back and forth over this thing and I send it back. Two minutes later I get and email saying, “Ok great! Love to do it and looking forward to seeing you at 11!” So I had spent all this time being very concerned about something that my guess is, the person on the other end of the line didn’t put a whole lot of thought into.
There are a couple things you can take away from this. One of which is that it reinforces the point that if you have something really important, maybe you should pick up the phone an call them. What didn’t come through in the email is the nuance of it. I thought that the person was making a very serious point that that was the only time they had today so it was then or never. In actuality as I saw by the reply that was not the case. Maybe I could have said anytime during the day today and it would have been fine. So it highlights the fact that while email is great for a lot of things, you don’t get all the nuance that you get from a phone conversation, Skype, Facetime, etc.
The other takeaway for me was making sure that I don’t miss any important facts due to skimming or skipping when trying to deal with the massive influx of digital communications on a daily basis. I know that over time, you get copied on things all the time. Maybe as that continues to happen you read less and less details than you would otherwise and the tendency is to do a lot of skimming. I’m sure that I’ve missed a lot of important things due to this trap. Basically I think that with email, especially when you get to the point where you’re cc’ed on so many things, you need some way of making sure that you don’t miss the important things. One way of doing that is to reduce the amount of things that you’re copied on and try to get people to let you know some way if it’s important. If I’m on an email to keep me in the loop and there’s something that I really need to read, I need some way of knowing its importance.
I think one of the problems that has occurred over time is that in a lot of organizations the easiest thing to do is to add people to the email and allow people to opt into conversations if they so choose. This way people are eventually able to keep themselves in the loop if they want to be. The problem that this causes is over time it becomes harder to separate the things that are really important from the things that aren’t. So this is one of the areas where it’s really nice to have a sort of collaboration capability in place where you’re able to opt into things. This is something that Salesforce excels at. If you look at chatter, it allows you to opt into ongoing conversations that are coming through the newsfeed. At the same time if you really need to get in touch with someone specifically, you can direct an email or something like that to them. It helps creates another tier in your communications strategy that allows you to keep people from dismissing things that might be important because they assume it’s part of this large stream of communications. So I’m curious as always to hear about anyone else’s ideas for how to manage the everyday overflow of digital communications.