E-mail has grown to become the dominant and preferred mode of business communication. Employees are spending larger and larger portions of their day processing e-mail. There are negative impacts from the constant interruptions of processing high-volumes of e-mail. Many e-mail processing issues can be addressed through existing features, functionality, and processing approaches, but most business user’s do not have the skills or knowledge on how to fully leverage e-mail to their maximum benefit.The largest needs are for teaching individuals and organizations how to use the “right type of media” for the “right types of situations” and investing the organizational resources in providing the support and training to help improve their knowledge, skills and fluency across all the available media types

1. Dr. Michael M. Einstein
Copyright © 2014 – Dr. Michael M Einstein and www.emailoverloadsolutions.com – All Rights Reserved
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2.  E-mail has grown to become the dominant and
preferred mode of business communication.
◦ Effective, efficient, fast, and accurate
◦ Supports virtualization and telecommuting
 Used for many purposes beyond just messaging.
◦ Organizing information
◦ Scheduling events
◦ Contact management
◦ Virtual conversations
◦ Decision making
◦ Prioritizing
◦ Managing and delegating tasks
 Has become worker’s primary “electronic habitat”.
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Copyright 2014- Dr. Michael M Einstein and www.emailoverloadsolutions - All Rights Reserved

3.  Employees are spending larger and larger portions of
their day processing e-mail.
◦ Many users receive 100 (or more) messages a day
◦ Consumes 2 to 3 hours a day on e-mail related activities.
 There are negative impacts from the constant
interruptions of processing high-volumes of e-mail.
◦ Results in professional and personal stress.
◦ Work becomes “fragmented”, resulting in lower productivity,
errors, omissions, and reduced decision making abilities.
 Research has identified specific problem areas:
◦ “Filing” - moving messages to folders
◦ “Task management” - using e-mails for to-dos and reminders
◦ “Semi-structured messages” - Subject and content issues
◦ “Triage” - how to review and process inbox messages
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Copyright 2014- Dr. Michael M Einstein and www.emailoverloadsolutions - All Rights Reserved

4.  Many e-mail processing issues can be addressed
through existing features, functionality, and
processing approaches, but most business user’s do
not have the skills or knowledge on how to fully
leverage e-mail to their maximum benefit.
 When training exists, it is often limited to only
specific features and skills, and omits the broader
issues around improving information processing,
media use, and e-mail triage capabilities.
 Research has found that there is likely no single
effective e-mail processing strategy, so e-mail
training needs to stress a diversity of skills and
approaches to meet individual styles.
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Copyright 2014- Dr. Michael M Einstein and www.emailoverloadsolutions - All Rights Reserved

5.  Training should focus on improving specific e-mail
skills, processing techniques and media competencies
that prior research has identified as being especially
problematic and yields the greatest benefit:
◦ E-Mail Skills:
 Specific e-mail features, functions, and processing approaches that improve
your ability to find, manage, and organize e-mail.
◦ Media Skills:
 When to use e-mail as a mode of communication vs. other types of
communication methods.
 How to structure e-mail subject lines and message text to be organized,
clear, and concise.
◦ E-Mail Triage Skills:
 Specific approaches and methodologies for efficiently reviewing and
processing both your new (incoming) and existing e-mail.
 How to layout your e-mail system to make your triage more effective.
Copyright 2014- Dr. Michael M Einstein and www.emailoverloadsolutions - All Rights Reserved
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6.  Trained several groups of knowledge workers across
multiple locations in a large corporation.
◦ A 25% improvement in e-mail system skills, media skills and e-
mail triage skills of the participants, with some participants
having even more significant improvement levels.
◦ A 10% to 20% reduction in e-mail overload level in only 45
days, with further improvements expected over time.
◦ Participants confirmed the value and benefits of implementing
the features, skills, and techniques covered during the training.
◦ Even those that considered themselves “e-mail savvy” were
surprised to learn about the existence of many of the features
and techniques covered by the training.
◦ Participants “highly recommended” the course, with many
commenting it should be mandatory training for everyone.
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Copyright 2014- Dr. Michael M Einstein and www.emailoverloadsolutions - All Rights Reserved

7.  The issue isn’t (necessarily) e-mail itself.
◦ In fact, in many ways e-mail is a victim of its own success and
capabilities.
 The largest needs are for teaching individuals and
organizations how to use the “right type of media”
for the “right types of situations” and investing the
organizational resources in providing the support
and training to help improve their knowledge, skills
and fluency across all the available media types
 For more details, please review the resources
available on www.emailoverloadsolutions.com
Copyright 2014- Dr. Michael M Einstein and www.emailoverloadsolutions - All Rights Reserved
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8. Copyright 2014- Dr. Michael M Einstein and www.emailoverloadsolutions - All Rights Reserved
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For ideas, information, and resources to help you learn to reduce
your e-mail overload, please look out the site:
www.emailoverloadsolutions.com
References:
Einstein, Michael. (April, 2014). "The Impact of a Targeted Training Program on E-Mail
System Processing Capabilities and Self-Perception of E-Mail Overload." Doctoral
Dissertation. Wilmington University.