Bureaucracy-phobic

Such was my state of mind a few weeks ago as I approached our DMV branch office with the title to my new (old) car in hand.  The mission: to get the old Montana title converted to a new Nevada title.  Simple enough.

To maximize my opportunity for success, I planned to arrive at the local office at 7:15 a.m., a full 45 minutes before it opened. You can imagine my dismay when I pulled into the parking lot to discover that, if I hurried, I might be the 100th person in line!

A Sea of Humanity Flowing as One

The doors were flung open at 8:00 a.m. sharp!  Or at least I imagined they were since I was too far back in line to see the actual doors open.  The people streamed into the building and that’s when I received my first pleasant surprise.

At the door was a greeter and she was directing everyone to one of three different areas in the wide open, airy and well-lit building.  Some were directed to Licensing, some to Title & Registration, and the rest were pointed in the direction of “Additional Services.”

I took up my position in the Title & Registration line.  Waiting there, I had the opportunity to look around. There was plenty of seating, all setup in classroom fashion.  The building had a lot of natural light shining in from the large skylights inserted in the very high ceilings.  It was clean and though certainly institutional, it was nice institutional (if that’s possible)

Queued Up & Waiting

I reached the front of the Title & Registration line where a man behind the counter asked me what I needed to do.  I explained my mission and he gave me a slip of paper with a number on it and directed me to the larger group of chairs, saying that my number would be called in order.  All of this was administered to efficiently and with a professional demeanor.

So professional, in fact, that I almost forgot to be suspicious of the “just wait over there and we’ll call your number shortly” part.  If I didn’t remain vigilant, these people just might make this experience enjoyable!

I sat and waited.  During my wait I determined that there were no less than 15 stations open and servicing people.  Suspended above us in several locations and in clear view was a reader board assigning numbers to stations.  And, to make sure I didn’t miss my opportunity, there was a constant announcement in a pleasant female voice reciting which number was now being served by which station.

The Actual Interaction

It didn’t take long, not long at all, for my number to be called.  I approached the DMV representative seated at her desk and sat down.  She asked what I needed to do and I reiterated my mission.  She immediately turned to her computer, pulled up the appropriate form, and asked for my driver’s license.  Then, to my surprise, she completed the form for me!

Sitting there stunned, I didn’t hear her ask me how I would like to pay my fee – cash, check or credit card.  I came to as she asked again and blurted out credit card.  She slid the card swiper in my direction and I finished the transaction on my side. She printed a receipt and a copy of the new title application and told me that it generally takes three to five weeks to get the new title in the mail.

Epilogue

I wandered back out into the sunlit morning.  It was 8:35.  I’d spent more time in line waiting for the doors to open than I did accomplishing my mission!  Oh, and my title?  It arrived in under two weeks.

Whoda thunk?

What They Did Right

As a student of process and efficiency, I had immediately begun taking notes on my experience as soon as I encountered the greeter at the front door. Here’s what they did right:

1. They understood their primary mission – to assist people with their licensing and vehicular needs – and everything was centered on that core objective.

2. They broke their services down into a simple customer-centric list of divisions – Licensing, Title & Registration, and Additional Services.

3. They took pains to understand the workflow of their business – parsing, queuing, paperwork – and incorporated human interaction steps and technological solutions to ensure smooth operation.

4. The building’s design and decor were well suited for its purposes and were actually “soothing,” such that the physical space accommodated the workflow.

5. The staff was professional and helpful – to the point of completing the forms for us.  (Note, this is also more efficient since they’re much more familiar with the forms than we are!)

Did Apple Take Lessons from the Nevada DMV?

Apple stores are the rage of retail in terms of customer service stories, and it’s well deserved.  Apple does a very good job of customer service. So does Nordstrom and so does Zappos.  But they’re all for-profit businesses.

In this instance we’re talking about a state department of motor vehicles.  Yet, by focusing on workflow and efficiency, and throwing in a mix of good design, the Nevada DMV took what has historically been a fear-inducing experience and made it an award winner.

When was the last time you looked at your business through your customer’s/client’s eyes?

© 2011, Paul H. Burton. All rights reserved.

The Issue

The fundamental premise of the article is that e-mail and, specifically e-mail inboxes, are out-of-control situations and the best we can do is work within the chaos.  This is borne out early by the name the author gives his system – Letting Things Go.  Though fashioned as a positive, stress-reducing notion, the reality is that the mechanics of Letting Things Go fundamentally requires us to rely on Search as a solution in the e-mail inbox and to do little else.

To be fair, using the Getting Things Done (GTD) system as an example, the author observes that all systems require maintenance to be effective.  His (somewhat misguided) observation is that setting up folders and sub-folders creates another type of chaos and is, therefore, not worth the effort.  Without getting into a technical discussion about GTD, there is a half-truth in this author’s position, but he clearly doesn’t understand the fundamentals of GTD.

When Simple is too Simple

More to the point here, though, is the notion that, “Yes, simple is better” but too simple assumes too much.  The article’s first recommendation is the one I’m struggling with the most.  Tip one is to abandon filing e-mail completely and to rely only on the search mechanism to find what you want when you want it.  The obvious flaw to this approach is that it assumes you remember enough about what you’re looking for to accurately search for it.  The real truth is that most people (including Google) have yet to refine their search techniques to a point where the search returns are both limited and accurate.

Search is a Tool, Not a Solution

My position is different and aligns more closely with  human behavior.  That is, we like order and organization.  We prefer routine and structure.  Not everyone is this way but most of us are.  That’s why folders and sub-folders are valuable.  Ask yourself this:  If you had to go look for a client file, would you rather walk into a storage room filled with boxes with names on them or a pile of files on the floor?

We think in a structure manner when we are using our logical, rational mind.  Folders and sub-folders are just results of that preference.   More on this in a minute, but there’s an important point to address here before I lose too many of you with the, “He’s so out of date!” response.

That point is this:  Search has a place, but within a greater framework.  If search were so great and easy and intuitive, then you would not get “about 84,000 results” when you entered Tenkara Fly Fishing into Google (an intentionally obscure search phrase).  Eighty-four thousand!

Of course, you don’t have that many e-mails, but even sifting through several dozen looking for the right one takes time … a lot of time.

Where Search Fits

Search is one tool that can be used in conjunction with other tools and processes to speed up your productivity.  For example, in QuietSpacing® there are only two kinds of stuff – Open (things that need to be done) and Closed (things that are complete).  Open things consist exclusively of Work.  Closed things could be Trash, Archive or Reference.  Pretty easy to remember, right?

What if we put all the Open stuff in one place and all the Closed stuff in another?  Then, whenever we had to search for something, we could start with, “Is it Open or Closed?” which would direct us to a sub-set to Search.

Taking things one step further, what if we parsed our Closed stuff into folders and sub-folders.  Using Microsoft Outlook as a technology platform, we know there’s a Deleted folder already, so we can Search for something in there we think we probably deleted it.

We can set up Archive and Reference folders and sub-folders for stuff we need to keep for Work Performed (Archive) and Stuff We Use to Do Our Work (Reference).  The logic of the folders and sub-folders depends on what you do and your position.  Professional services providers can use Clients and Matters as their guide.  Managers can use Projects and Functional Areas as their guides.  Executives and entrepreneurs can use departments and initiatives as their guides.

And remember, many of the e-mail programs we use offer quick ways to move lots and lots of individual e-mails quickly.  In Microsoft Outlook there’s an icon right inside very single e-mail called Move To Folder that will dispense with the e-mail you are currently looking at with virtually no effort at all.

No Single Flaw

Scott H. Young recently wrote about the Single-Flaw Fallacy.  (Stated differently, there’s no silver bullet.)

His point was that we humans love the idea that there’s a singular reason why something isn’t working.  On the contrary, Mr. Young suggests that optimization of numerous factors is a far better approach to solving any particular problem.  I think there’s something in that idea – that incremental improvement of numerous factors aggregated over a period of time will result in a better solution.

Search is a tool that we can use, in conjunction with other efforts and systems, to retrieve information we need.  However, without some structure around how that information is stored, culling through the endless search returns will quickly eat away at the time we believe we saved by not filing Closed (and even Open) e-mail in an organized fashion.

© 2011, Paul H. Burton. All rights reserved.

The real issue here isn’t whether to file, but how to file.  My clients routinely fail to file well because they don’t believe they have the time or wherewithal to create a filing system that will actually work. 

Just Look to Your Kitchen for Guidance

Most people cry, “But I’d don’t know where to start!”  whenever the issue of creating a filing system is brought up.  Nonesense.  Just look to the silverware drawer in virtually everyone’s kitchen.  It’s organized, so it can’t be that hard.  Note, the silverware drawer stands in stark contract to the “junk” drawer which is generally a disaster. 

What’s my point?  Ask yourself which system works better for you.  Read on if you answered the silverware drawer.

The silverware drawer is better organized for two reasons. First, like items are grouped together.  Forks go with forks, spoons with spoons, etc.  We have simply arranged things in an orderly/categorical manner.  Paperwork can be similarly organized – by project, client, department, and all the various sub-categories that arise.

Second, there are products you can purchase to assist in keeping the silverware properly sorted.  I’m talking about those drawer inserts with bays for separating everything out.  Again, the same is true for physical and electronic paperwork.  On the physical side, there are manila folders, expanding Redwells, hanging folders and filing cabinets.  On the electronic side, the ability to create folders and sub-folders is built right into the functional aspect of the computer’s operating system.  There are also dozens of systems (like QuietSpacing®) and products that can help you create and maintain an organized filing system.

Rummaging is Best Left to Others

In the end, the decision to create and maintain a good filing system is a decision that requires discipline to execute and follow.  Once you are on your way to creating a system that works for you, you can adjust it to meet any future needs that you face. However, failure to start means failure to succeed.

© 2011, Paul H. Burton. All rights reserved.

It occurred to me while deplaning the other day and watching everyone check their messages – text and voice – that if done properly, texting can actually improve how well we communicate with each other.  The reasons lie in the technology’s (perceived) limits of 140-160 characters and in the nature of short-burst opportunities occasioned by its mobility.

Communicating in Brief

Texting took hold first among young people, the group who often adopts new technologies most readily.  It got a bad rap early on because kids don’t really have much to talk about.  Seriously:

What are you doing?

Nothing.

Me either.

isn’t earth-shatteringly important.  Moreover, the “kids” created their own lexicon of abbreviations – OMG, BTW, IMHO, etc. – which added to the perception that texting is for the young and idle … and maybe the addled.  (Note, many of these “phrases” will likely be added to the formal lexicon in the future.  Before you going raging at me, remember that words like “isn’t” and “doesn’t” were also considered objectionable when they first appeared.)

A related vector for this technology is its inherent mobility.  Again, when mobile, kids are rarely responsible for the mode of transportation.  Whether they are in a car, a bus, or a train, they are free to text at will.  So, again, their adoption was faster.  Now that we “adults” have largely taken to texting, all the necessary rules and legislation are being passed to keep idiots from doing idiotic things like texting and driving.  (If you think you can do it safely, try this test hosted by the venerable NYT – http://ow.ly/1qjKw.)

Making the Best of It

Stepping away from its origins and looking afresh at texting, there are several things about it that can improve our ability to communicate with each other, provided we make the effort.  Here are some thoughts:

1. Practice Clarity – Consider Your Statements First, Craft Your Message Second.  One of the greatest problems we all face with rapid communication methods like texting and e-mail is the less-than-thought-out message that generates oodles of follow-up correspondence in often futile attempts to clarify what was originally sent.  If we think a little first before we hit “send,” we might create more clear messages on the first go-around.  This is especially true of texting where the character limits put a premium on brevity.  There is a related effort going around called Five Senten.es that is promoting brief e-mails in a similar vein.
2. Leverage Appropriate Abbreviations – Say More With Less.  There are a lot of texting abbreviations that do communicate clearly.  “Btw” (by the way) is a perfect example.  Many object to the informality of this method, along with the use of emoticons and the like.  This smacks of backwards thinking given that everyone is just trying to get through the hundreds of e-mails and texts we receive each week.  Doesn’t it stand to reason that being more efficient with the use of language benefits both the writer and the reader?
3. Leverage Inherent Value – Use All Forms of Communication to Their Best Advantage.  Texting is fabulous for short-burst, timely updates and messages. It’s horrible for describing something even slightly complex.  So, too, is e-mail great for providing long(ish) descriptions, but it’s horrible for the generation and creation of ideas, especially among groups.  Telephone calls and face-to-face meetings are great for these more “creative” efforts, but a horrible waste of time for status updates which are largely descriptive.  If we use each tool in our tool belts to their best advantage, we ultimately improve communication.

There are many other ways to make the best of texting and its brethren, but in the interests of brevity, I will stop here.

© 2011 – 2012, Paul H. Burton. All rights reserved.

The Cattle Call

We travelers converge on airports from points distant.  The majority of us are either returning home or leaving home but before we can truly begin that journey, we all must pass through the daunting airport security checkpoints.  For those of you who haven’t traveled by air in the last … say … thirty years, here’s a brief run down:

1. We line up single-file (kinda) in a zig-zagging line similar to attending an opening of a new museum exhibit, only with luggage.
2. In addition to keeping ourselves and our carry-ons moving forward, we just extract our photo IDs and make our boarding passes available.
3. Once the TSA agent has verified (in cursory fashion) that our picture IDs and boarding passes have the same name on them and we somewhat resemble the picture proffered, we queue up for the screening process.  It is here that the fun truly begins.
4. We must now extract from our luggage and place into a plastic bin the following:  properly packed toiletries (read: clear Ziploc bag), shoes, coins, cell phones, most jewelry, belts, and laptop computers (which  must be placed into a separate bin). 
5.  The remainder of our luggage must also be placed on the conveyor belt.
6. With our pants sagging and our unshod feet cooling, we must marshal our plastic bins and our carry-ons up to the x-ray machine before passing through the adjacent scanner ourselves.
7. Having successfully made it through the scanner (don’t ask what happens if you fail here), we must now collect and re-insert all bin items into our luggage while getting on our belts, shoes, coats, etc.  Oh, and we have about two square feet in which to accomplish this final task.

Finally, we are free to make our way to our gate to board the plane that will take us far, far away from the memory of this most recent security checkpoint experience.

A Little Forethought Goes a Long Way

Because I go through airport security dozens of times each year, I’ve developed a little process I follow to make the experience less stressful and more efficient.  I’ll get to that in a second.  First, I want to comment on my observations of people who haven’t considered the value of organizing their belongings before hitting the TSA line.

• Travel is stressful enough, so why would anyone want to make it even more stressful?  That’s the question that goes through my head each time I watch someone who verbally objects to taking off their shoes AT THE SCREENING BOOTH.  Seriously?   This hasn’t been a new requirement for 10 years now!
• I’m also fascinated with the lack of understanding to the clear direction that all metal must be off your person – jewelry, keys, coins, everything.  Why is it that the person who gets busted with three pennies in his pocket always looks back at me for sympathy?  I took the coins out of MY pocket.
• There also seems to be a gap in understanding the 3 oz. bottle rule.  I don’t think it’s a good rule, but I’m quite aware that a Costco-sized Suave shampoo is larger than 3 0z.  Again, not a new rule people.

You get my point … I hope.

Organized Travel is Happy Travel

By now you’re undoubtedly thinking that I’d better have some brilliant insights to share with you to regain your favorable opinion of me.  Sorry, I don’t. The organization I’ve done to prepare for my frequent trips through TSA security screening areas is really very simple.  It’s an ever-developing process that adjusts to the constantly changing TSA rules. However, the objective is always the same - get through the screening process with little to no hassle or delay.

Here’s what I do:

1. Before getting into the cattle line I stop and get both my boarding pass and photo ID out.
2. After getting these back from the TSA agent who has confirmed my ID and my right to be screened, I stop and put my ID back into my wallet and place the boarding pass in my laptop case’s exterior pocket.
3. At the stack of plastic bins, I open my laptop case and the exterior pocket of my carry-on which contains my Ziploc of right-sized liquid toiletries.
4. Once I have placed “my” bins on the conveyor belt I pull out my laptop, placing it into one of the bins, then I pull out my toiletries Ziploc and place it into the second bin.
5. Next I remove my belt and my SLIP-ON shoes, placing each in the same bin as my Ziploc.  (If I’m wearing any type of coat, it goes on top of this bin.)
6. I double check all pant pockets for ANY kind of item (including my wallet), which are placed in my laptop case if discovered.
7. I marshal my little caravan to the gaping mouth of the scanner, ensuring that everything is on its merry way before stepping through the scanner.
8. At the other end of the process, I first grab my carry-on, set it on the floor and open the outside zipper, into which I immediately place my toiletries Ziploc.  Next, I grab my laptop case and affix it to my carry-on, open its top compartment and return my laptop to its rightful home.  I throw my shoes on the floor and SLIP into them before grabbing my belt and making my way out of the narrow exit chute before putting it back around my waist.

Seamless is Stressless

This may seem like a lot of steps to complete each time I go through security, but they are executed like a well-oiled machine.  The net result is that I never stress out during the process, move through it without delay, and get out to the gate well ahead of those who are still wondering (and complaining about) why we have to remove our shoes.

On a larger scale, there are numerous daily routines we each have that could benefit from a little organization.  Do any of these appeal?

• Where are my keys?  Identifying a single place for things that leave the house with you each day – wallets, purses, cell phones, sunglasses.  This place should have an outlet nearby for recharging things requiring this effort.  Just think how much time you’d save and stress you’d reduce if you NEVER had to search for any of these things again because you KNEW exactly where they were?
• I hope they have shampoo at the hotel.  Maintaining a committed toiletries kit for your air-based excursions, inclusive of everything both in and out of the Ziploc.  The small investment you’ll make in establishing and maintaining a toiletries kit that can be just tossed into your luggage will reduce those last minute trips to the drug store to purchase the always-needed travel size bottles of lotions and potions you use every day.  (As for the monumental investment this represents, remember that most all those items get used up and require purchasing anyway!)
• Damn, forgot the milk again!  Have you ever remembered you needed milk on the way HOME from the grocery store?  It’s relying on that “steel trap memory” that’ll getcha every time!  Place a notepad and writing instrument near the refrigerator or the pantry or both.  The ability to jot down the note right when you discover the need reduces the stress (and time waste) of having to return to the store on the second, or third, trip.
• It’s 415-267 something, something, something, something. Maintaining one (electronic) contact list that syncs across all your devices is a great time and stress saver.  I know many people who have a contact list on their mobile phone, one on their laptop (in Outlook or Mail) and even, still, one written down in a physical address book.  Placing this information in one place and making sure they sync among all your devices ensures you’ll always have the right information whenever you need it.  Whether you use Microsoft Exchange, Apple’s MobileMe, Google Apps, or any of the online services, you can rest assured that all this information is available at the tip of your fingers.

“A Cluttered Desk is a Sign …”

As far as I’m concerned it’s the sign of a cluttered desk.  This oft-quoted expression is an attempt by those who don’t want to spend the energy being organized.  That’s fine, but the question you really have to answer is whether you’re willing to pay the consequences of being disorganized – increased stress and wasted time.

© 2011, Paul H. Burton. All rights reserved.

As you can image, this need to reduce my library to a manageable level for the new house – all of 1050 square feet – caused much rending of garments and gnashing of teeth.  Instead of spiraling down into analysis paralysis, I simply created a three-step process to deal with the situation.  I am, after all, a process guy!

The Where

I looked around for ONE nice bookshelf that was an attractive addition to my living space.  I found a library-style two-shelf bookshelf at Pottery Barn that worked perfectly.  It’s has a 45 degree angled shelf on top and a flat shelf on the bottom.  It’s covered by a flat top which is great for displaying other items of interest.  It cost a bit more than I had intended on spending, but it has been worth the investment to have the quality and longevity of the product.

The How

I had to reduce the number of books I owned from hundreds to dozens.  I did this by sorting through all of them and creating a 50 “Top 10″ pile.  The books in the 50 “Top 10″ pile were not only my very favorite books but they also represented a breadth of authors and genres that I wanted to keep in my life.  Books (and bookstores) have always represented peacefulness to me, so their presence is very important.

The “Living” Library

The bookshelf holds just about 50 books in it.  So, whenever I finish a book I want to add to the collection, I must weigh that decision against what’s already there.  There are some simple rules I follow, e.g., if an author is represented more than once, then only my most favorite gets to stay and room is made for the new book.  However, sometimes tough choices can be involved when the easy culling options aren’t available.  The end-game value of those choices is a mindfulness that doesn’t exist when endless storage is available for things so near and dear.

The Digital Revolution – Something Gained, Something Lost

As a consultant who travels constantly, my Kindle (and soon-to-be-acquired iPad2) are terrific editions to my work toolkit.  However, they lack the tactile feel of a book and the ability to easily make and find marginal notes leaves a lot to be desired.  Moreover, whenever I walk into a room with a bookshelf full of books in it, I am immediately drawn to the spines and start perusing the titles.  Books have the presence and weight of time to them which is lost in the sleek design of a Kindle. 

Though this physicality of books may be rapidly becoming anachronistic, it is a vestige of the pre-digital era that I embrace as meaningful in my life.

© 2011, Paul H. Burton. All rights reserved.

The 60-minute, CLE-approved seminar was well attended and we ran right up against the 60 minutes leaving time to answer only a few questions.  However, Larry’s presentation platform was able to capture all the questions posed and this post consists of my responses to the many great questions raised during the webinar. 

Note, I’ve aggregated some of the questions by subject matter, so if you don’t see your exact question, please see if it’s been aggregated.  If not, please use the Comment section at the end of the post to re-ask your question and I’ll respond specifically to your inquiry.

Question #1:  How would you save an email that is “Trash,” but you want to keep it in the client’s file?

As you may recall, the QuietSpacing® method breaks everything we receive (physically or electronically) into one of four Categories of Stuff: Trash, Archive, Reference or Work.  When triaging your e-mail, the first thing to do is determine into which Category each e-mail fits.  Anything you want to keep in a client file fits into the Archive Category and is, therefore, not Trash.

Question #2:  Can QuietSpacng® be used with other e-mail programs, e.g., Mac Mail, Gmail (Google Apps), or Thunderbird?

Yes, QuietSpacing® is a methodology – a way of doing something, in this case, managing e-mail.  I demonstrated the use of QuietSpacing® for e-mail using Microsoft Outlook because, frankly, it’s the most robust e-mail client in the market and the vast majority of my clients use it.  However, as a methodology, the value of QuietSpacing® arises out of the ability to quickly determine what each e-mail “is” and how it must be handled.  Functionality varies in other programs, but my experience is that 80% or more of the underlying processing of e-mail via QuietSpacing® can be replicated. 

Question #3: Not everything requires a decision.  Many emails require research before a response can be generated.

Absolutely correct.  However, one of the primary benefits of QuietSpacing® is separating the Work (items requiring research before a response can be generated) from the “Closed” items – Trash, Archive and Reference (items requiring no additional effort other than filing).  Thus, any e-mail you open that requires additional effort before it is complete is Work and should be queued up for future effort.   Remember, right “now” we’re just getting through the batch of unread e-mails in our Inbox to allow us to de-clutter the playing field and accurately re-prioritze our workload accordingly.

Question #4: I see his Favorite Folders with WIP Action, WIP Pending, etc, but when he sets the flag and the reminder, where/when does he mark it as one of those categories such as Action, Awaiting Response, Pending, Reading?

During the training, we broke what is one fluid process into two steps for demonstration purposes.  Specifically, when batch processing through your unread e-mails, you will Categorize each e-mail (Trash, Archive, Reference, Work).  If it’s Trash, you will click the black “X” Delete icon.  If it’s Archive or Reference, you will click the Move To Folder icon (near the Delete icon) and file it in the appropriate folder. If it’s Work, you will click the For Follow Up red “Flag” icon, set a reminder date using the Due By drop down, then – if you wish – you can Move To Folder to a WIP_Folder (WIP_Action Items, WIP_Awaiting Response, WIP_Pending, or WIP_Reading). This last step sets the flag and moves the e-mail into a folder OUTSIDE of your Inbox. 

Note:  Moving e-mails to WIP_Folders is a Power User step that should ONLY be done after you are comfortable that you won’t forget to look in those folders periodically throughout the day.  Stated differently, I recommend that my clients just set the Flag for Follow Up and leave those Work e-mails in the Inbox at first.  This guarantees that you will see all of them when they turn red and pop into your Reminders Window.

Question #5: Is it better to use Cc or Bcc when sending copying yourself in on e-mails you send?

I recommend you use Cc or Bcc for all e-mail you send.  This DOES increase the amount of e-mail you receive, but it also guarantees that you get to handle the disposition of every e-mail in your workflow – including those you send to others that contain instructions or requests for action.  Another way to answer this question of “Why copy yourself on all e-mails you send?” is that if you do, you’ll never wish you had! 

Now, on with the specific question: I personally Cc myself rather than Bcc myself. The reason is that when you Cc yourself, others see that you are tracking this particular e-mail.  It’s my experience that when people know I’m following things, they tend to focus on them more.

Note: There are plugins for this behavior for Outlook and you can also write your own Rule for it in most e-mail programs.

Question #6: Why not just Flag e-mails for a reminder from the Sent Items folder?

This is an excellent alternative to Cc’ing or Bcc’ing yourself on the e-mail you send.  The only risk here is that you must remember to check your Sent Items folder regularly or risk missing something that may require your follow up.

Question #7: On turning off notices - People today (and especially clients) have come to expect quick response times.  Any thoughts on how dealing with the Inbox in batches affects that expectation?  (There was also a related question about teleworking and missing things from the office).

There is a fundamental misunderstanding that has developed with expectations and e-mail.  Candidly, there’s an entire book on this subject should I want to flog it that much.  But here’s the quick and dirty.  Getting alerted every time an e-mail hits your Inbox is a distraction from what you’re doing.  You WILL waste time between checking it and trying to get back in the groove on what you were working on just before that distracting e-mail pinged you.  I say WILL because I’ve timed it with clients and it’s generally about 4 seconds for EVERY e-mail that distracts you.  At 100 e-mails per day, that’s over 6.5 minutes a day or about 24 hours a year of lost productivity – 3 working days of much activity but no productivity!

That’s the bad news (alerts cause tremendous loss of productivity).  Here’s the good news – by deciding to check your Inbox as regularly as necessary to stay abreast and responsive, you regain COMMAND of your day.  Maybe it’s every 15 minutes at first; maybe it’s every 20.  Some days are more hectic than others. Some days you’re on an airplane or attending to a sick child.  The reality is that there are myriad reasons why you don’t see every e-mail the instant it hits your Inbox.  All I’m encouraging you to do is to exercise that command all the time.

As for expectations, the reality is that senders expect what you set for them.  For new clients, etc.,  you can let them know that you check your e-mail regularly throughout the day and will get back to them as soon as is reasonably possible. Moreover, you can encourage them to call you if it’s truly urgent.  The issue here is what are you willing to live with and then setting everyone else’s expectations accordingly.  And, in case you think I’m out of touch or somewhat crass here, please understand that I process between 150-200 emails per day and run two companies.  I’m very aware of the expectations of my senders and I work diligently to align their needs and my abilities.

Question #8: Is QuietSpacing® just a method or is there also an Outllook Add On?

QuietSpacing® is just a method.  It uses native Outlook functionality, so there’s no technology to purchase or maintenance payments to make!  Moreover, because there’s no corresponding technology, the method can be adopted by individuals and groups within large organizations without running afoul of IT policies and procedures.

Question #9: As a billing lawyer, wouldn’t you be losing time by batching e-mails and not billing the time it takes for initial review and action?

In my opinion, reviewing and acting on e-mail is a billable activity irrespective of whether it is processed individually or in batches.  It’s the same as postal mail in that regard.

Question #10: How long do you keep drafts?

The Drafts folder in my Outlook is where I save e-mails that contain descriptive language I use repeatedly in providing prospects and clients an idea of what I do or for submitting proposals.  I could save these in specific Reference folders if I wanted to, but, frankly, I’ve just been lazy in this regard!

Question #11: Please demonstrate that drag and drop?

The drag and drop feature in Outlook is better demonstrated than explained, but here’s a quick tutorial:  Click (and hold) on an e-mail and drag it over the Calendar icon, then let go.  A new Appointment will pop up and the entire contents of that e-mail will appear in the comment area of the Appointment.  The only thing left for you to do is adjust the Subject line of the Appointment so that it’s clear to you and set the Start and End times.  Voila!

Note: This can be done with Tasks too.

Question #12: Is there a particular book or product that Paul Burton sells?

Why YES!  There is both an implementation guide and a DVD that covers all aspects of the QuietSpacing® method and its implementation.  Copies can be purchased online at http://www.quietspacing.com/book/.

Don’t hesitate to shoot me any additional questions you have regarding Power Processing Your E-mail or QuietSpacing® in general.

Good luck!

© 2011 – 2012, Paul H. Burton. All rights reserved.

In my work with clients – individuals, groups and organizations – I focus my effort on small changes that you can make to “how” you work to regain a sense of command.  Grouping together a series of small changes is the best way I’ve found for people to really get some positive traction on reducing the sense of being overwhelmed.  Here are my top three:

1. Turn Your New Message Alerts Off and Batch Process.  “You’ve got mail!” ushered in the Internet age, but little did we know that a daily avalanche of e-mail, texts, and posts would ensue.  These micro-interruptions, which occur on average about 100 times each working day, are destroying our ability to get things done and audibly and visually increasing our stress level.  Turn these alerts off and check your e-mail Inbox and text screens periodically – every 15 minutes if necessary.  If you do, you’ll find a sense of calm and quiet returning to your day.
2. Do One Thing at a Time.  We don’t need esteemed institutions of higher learning like Stanford University to tell us that people don’t multi-task very well.  Just try having a conversation with someone who is also checking their e-mail.  You’ll readily see that doing one thing at a time is far more efficient and effective.  This discipline of picking up and working on one thing at a time is more critical today than ever before.  We all choose how distracted we want to be every time we start/stop working on a task.  Remember, there’s a huge difference between activity (rushing about) and productivity (getting things done).  Give yourself a fighting chance by striving to do only one thing at a time.
3. Create a Designated Workspace.  Piles, lists, papers and the like create distraction when located on or near where you’re trying to work.  That’s because humans have 120 degrees of peripheral vision.  Even though most of your focus is on the task at hand, some small percentage of that focus is processing the fact that you have all this other work to do too.  Small distractions reduce productivity and increase stress.  Simply wipe the desktop clear of all things except the one thing you need to work on right now.  You’ll be more focused and get more done. 

I repeat these three suggestions at every opportunity because they make a nice group of interrelated small changes.  Turning off the incessant “Ping” and “Preview” of new message alerts creates a quiet workspace.  Working on one thing at a time increases your focus, which drives greater productivity.  Doing that one thing in your designated workspace reduces peripheral distraction and makes your work effort more efficient and effective.

The quieter you can be – mentally and physically – and the more focus you can achieve, the higher your productivity.  Getting more done not only frees up more of your time, it also drives a greater sense of accomplish and satisfaction.

© 2011, Paul H. Burton. All rights reserved.

Spaghetti on a Plate

Unlike real-time environments such as conference calls or meetings where the directionality of a statement can be implied by the circumstances – “She’s asking me that question because she’s looking at me.” or “That’s a question for the entire group.” - e-mail messages rarely queue the directionality of comments or questions.  Consequently, any and/or many of the people on the thread begin weighing in … via ”Reply All” of course.  Now, instead of a communication that was intended to keep a group informed while also directing certain comments to some and seeking specific answers from others, you have spaghetti on a plate.  A whole bunch of unorganized information is being delivered to a large group of people with no one directing traffic.  Think Tokyo train platforms at rush hour.

Direct Your Comments and Questions with Specific Indicators

To reduce the amount of e-mail flying around on any particular thread and to minimize the potential confusion and misguided contributions that result, try using these simple e-mail formatting practices to keep everyone informed, while also clearly directing certain actions and securing the specific information needed:

• Background – Similar to the office memos from the Days of Yore, after introducing the subject of the e-mail to the entire group, provide everyone with a quick backgrounder on the topic.  Start a new paragraph and begin it with “Background:” to make sure everyone knows that this is just background information.
• [Name:] - Whenever you need a specific person to do something or provide a response to a question, start another paragraph and list their – “[Name]:” – before describing what you need done or answered.  Note, this is a good place to insert any deadlines by starting a new sentence with “Deadline” then inserting a date-specific deadline.
• Open Question - If you want to invite discussion, clearly indicate it with an action-specific paragraph opening, such as “Question for the Group:”.  Then, when replying to the comments you’re receiving, make sure to direct those comments by using the person’s name to whom your are responding, e.g., “Eric: That was a good point.  What if we…”

Order Arising From Chaos

Whenever you include a number of people on an e-mail thread, you are effectively speaking to a group.  Be conscious of the risk of confusion and the likelihood of unproductive activity if you don’t direct the conversation in a logical and meaningful manner.  Adopting the communication conventions listed above will increase the amount of actual communication that occurs, as well as reduce the confusion that results.  In the end, more people will get more done with less back and forth. 

Oh, and if it’s truly an engaged conversation that you seek, schedule a real-time meeting, conference call or web conference.  Real-time interfacing methods will always be the best way to tackle these situations.

© 2011, Paul H. Burton. All rights reserved.

“Some firms report that e-mails account for up to 40 percent of data-storage costs, with an estimated one in five defined as non-business-related”

– Source: Hitachi Data Survey of 630 IT Directors, via vnunet.com

Are you like most executives?  Statistics report that the average exec averages at least 100 emails daily.  Add to that, the National Association of Professional Organizers reports that e-mail has added one to two hours to each person’s work schedule per day compared to 10 years ago!

Today I’ll cover some tips you can use to keep your in-box under control.

Take Control!

• Do your other work first. Try not to open your email first thing in the morning!  (I know — easier said than done…) Complete your other important tasks before opening that in-box.
• Incorporate Into Your To Do List.  As you review your emails, update your to-do list with the action items you have as a result!
• When You are the Sender – Use Templates and Stationary. If you frequently send the same type of email, save a copy as a draft or template that you can reuse over and over (changing the specifics such a nam, date and amount for each email.)  Many email programs have the ability to save pre-formatted stationary you can recall over and over.  Let us know if you need help knowing how to do that.
• Slow the Electronic Conversation.  If the matter you are replying to is not urgent, reply right away (procrastination is never good), but schedule it to go out a few days later.
• Turn off the “You’ve got mail” Bell/Notification. Constant interruptions with the email notification sound make it difficult for anyone to complete other tasks.

What do you do?

What do you do to manage your email?  Share your tips!  I know my readers would be interested in hearing what you do so that they can try it too!

© 2011, Paul H. Burton. All rights reserved.