I’m terribly unresponsive to e-mail. It’s not on purpose, of course. I just let days go by sometimes, and then I look down at the bottom of my inbox and there’s something I should have replied to that is now two weeks old. I’ve improved the situation recently by storing only items that need my attention in my inbox, and moving everything else to the trash or some archive folder. This is the Getting Things Done approach, sort of.
At work we’ve been doing a lot of recent work with the Kaizen method of process improvement—redesigning our processes to be more efficient, where efficiency is measured very closely on a few different axes. The Kaizen method makes the outliers of any process very very clear, and everything else just flows through. Some of our processes are managed with simple translucent bins posted on the wall. Every bin represents a different state in the process, and all of the bins have a time limit. Time is money after all. If a piece of paper (representing a task) sits for too long in one bin, it gets moved into an “urgent” bin where it must be dealt with that day. For example, if the bin represents an external part of the process, handled by someone outside of the company, with a four day time limit, this might simply mean that after four days of inaction, we have to send a ping: “How’s it going?” The followup is important to keep people from getting upset, and to keep things moving along, so it represents an action and when it’s done, the paper can move back into the regular bin to wait another four days.
I’d like to see this with my e-mail. If I haven’t replied to something in four days, I want it to come back to show up in an urgent folder and turn red. I need to at least say “Look, I’m not ignoring you, but this is taking me a little longer.”
You would think this possible with Apple Mail, but it’s not. You can’t set up a smart mailbox to do it, either. “Unreplied to” and “Unforwarded” are not filtering options. And I don’t want to flag messages in need of reply, because that takes too much time and I have to unflag them later.
So for now I’m keeping unreplied messages in my inbox. It’s simple and sometimes it works. When is e-mail going to get a much-needed overhaul?