{"id":5094,"date":"2014-01-09T12:00:13","date_gmt":"2014-01-09T12:00:13","guid":{"rendered":"http:\/\/www.markwilson.co.uk\/blog\/?p=5094"},"modified":"2014-01-09T14:10:43","modified_gmt":"2014-01-09T14:10:43","slug":"my-email-sla","status":"publish","type":"post","link":"https:\/\/www.markwilson.co.uk\/blog\/2014\/01\/my-email-sla.htm","title":{"rendered":"My email SLA"},"content":{"rendered":"

Returning to work this week after almost two weeks with my family was not pleasant. In particular, I knew that I had over 1500 items in my three inboxes<\/a> (direct, copied, external) and I’d long since abandoned Inbox Zero<\/a>\u00a0(despite loving my mental state when I do get it working for me). \u00a0I’d intended to use the last couple of days before Christmas to fix this, but found myself working on various crises until I finally logged off for the holidays (and afterwards too…)<\/p>\n

This week, I’ve tweeted a couple of times on what might be called “productivity tips” or teaching others how you expect to engage. \u00a0It started out with an excellent email 101<\/a> post from Wes Miller (@getwired<\/a>) which looks at something many organisations suffer with – too many meetings, and too much email. For me, the last paragraph says it all:<\/p>\n

Pretend that every email you send carelessly wastes money and time. Because it does! http:\/\/t.co\/1T6taS6fjR<\/a> (via @getwired<\/a>)<\/p>\n

\u2014 Mark Wilson (@markwilsonit) January 6, 2014<\/a><\/p><\/blockquote>\n

Then, last night, I saw that Alan Berkson (<\/span>@berkson0<\/a>) wrote <\/span>an article for Social Media Today aimed at setting expectations for customer service<\/a>. Even if you don’t interact directly with customers, it’s highly likely that you have “internal customers” – people in your organisation who rely on you to respond to their requests. So, I’ve taken his tip to update my email signature to set expectations re: replies – call it an “email SLA” if you like – after all, email is an asynchronous communication mechanism:<\/span><\/p>\n

“Please note that, whilst I generally try to respond to emails sent directly to me within 24 hours, this is not always possible. If your message is urgent (i.e. requires same-day or next-day action), please feel free to call me and, if necessary, leave a message on my mobile phone.\u00a0 My Calendar is also open to view. Messages on which I\u2019m copied (CC or BCC) are assumed to be for information only and it may be longer before they are read\/acted upon.”<\/b><\/p><\/blockquote>\n

Added to that, my out of office message is frequently set, even when I’m in the office, just to say “I’m really, really busy and these are the people who might be able to help whilst I can’t”.<\/p>\n

One final point,\u00a0whilst you’re setting expectations around email, share your calendar too<\/a>… getting others to look at it before booking meetings\/calling you – well, that’s another issue entirely…<\/p>\n","protected":false},"excerpt":{"rendered":"

Returning to work this week after almost two weeks with my family was not pleasant. In particular, I knew that I had over 1500 items in my three inboxes (direct, copied, external) and I’d long since abandoned Inbox Zero\u00a0(despite loving my mental state when I do get it working for me). \u00a0I’d intended to use … Continue reading My email SLA<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_exactmetrics_skip_tracking":false,"_exactmetrics_sitenote_active":false,"_exactmetrics_sitenote_note":"","_exactmetrics_sitenote_category":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[218],"tags":[228,431],"class_list":["post-5094","post","type-post","status-publish","format-standard","hentry","category-technology","tag-email","tag-productivity"],"yoast_head":"\nMy email SLA - markwilson.it<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.markwilson.co.uk\/blog\/2014\/01\/my-email-sla.htm\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"My email SLA - markwilson.it\" \/>\n<meta property=\"og:description\" content=\"Returning to work this week after almost two weeks with my family was not pleasant. 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Nothing unremarkable there - iPhone v2.0 software includes Microsoft ActiveSync support and it worked\u2026","rel":"","context":"In \"Apple iPhone\"","block_context":{"text":"Apple iPhone","link":"https:\/\/www.markwilson.co.uk\/blog\/tag\/iphone"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":7009,"url":"https:\/\/www.markwilson.co.uk\/blog\/2017\/03\/removing-ability-accidentally-email-colleagues-personal-mailbox-office-365.htm","url_meta":{"origin":5094,"position":5},"title":"Removing the ability to accidentally email colleagues from my personal mailbox in Office 365","author":"Mark Wilson","date":"Tuesday 21 March 2017","format":false,"excerpt":"For some time now, Outlook has supported the use of multiple Exchange servers inside a single profile. This is very useful because\u00a0I\u00a0can use a\u00a0single client to connect to my work email (@risual.com), my Microsoft email (until recently), any email accounts that are provided by customers (e.g. for project purposes) and\u2026","rel":"","context":"In "Technology"","block_context":{"text":"Technology","link":"https:\/\/www.markwilson.co.uk\/blog\/topic\/technology"},"img":{"alt_text":"Custom mail flow rule blocks email sent to work from personal mailbox","src":"https:\/\/i0.wp.com\/www.markwilson.co.uk\/blog\/images\/exchange-mailflow-rule-block-work-domain.png?resize=350%2C200&ssl=1","width":350,"height":200},"classes":[]}],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/posts\/5094","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/comments?post=5094"}],"version-history":[{"count":2,"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/posts\/5094\/revisions"}],"predecessor-version":[{"id":5104,"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/posts\/5094\/revisions\/5104"}],"wp:attachment":[{"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/media?parent=5094"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/categories?post=5094"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/tags?post=5094"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}