Our email policy

Chris Gibson  —  March 20, 2013 — 2 Comments

NB: This is really an update for clients, rather than a blog article. However, it may raise some interesting questions, so I’ve posted it here regardless.

Over the last few months, we’ve found the number of emails we receive to be very distracting.

It was becoming clear that when we weren’t receiving emails — when we were working offline, or out-of-hours — our productivity increased. This was purely because we weren’t having to continually respond to messages, and we could focus on the tasks in hand.

Obviously, communication is very important, and email is an excellent communication tool. Ultimately, though, it’s equally important that we don’t miss key deadlines because we’ve been sidetracked by day-to-day minutiae.

So — we’ve implemented a new policy that aims to address this.

From now on, we will only check emails at three points throughout the day:

  • 9am
  • 12pm
  • 4pm

There will be very few exceptions to this rule!

This means that most emails should still be answered within three or four working hours. If an enquiry is especially urgent, clients should call the office; the main number will always be answered during office hours.

This isn’t something that’s just designed to make our lives easier. It will, I believe, allow us to provide a better all-round service to all clients. However, if this will affect you, and you have any comments or questions, please don’t hesitate to get in touch.

We also have several other changes in the pipeline, regarding scheduling, costs and our support/warranty packages. These will be explained in future blog posts!

A quick addendum to this; any emails from clients with support contracts will be checked throughout the day, and not only at these fixed points.

Chris Gibson


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2 responses to Our email policy

  1. In theory, a fine policy to implement. Hats off.

    Let me know how it works in practice. At the allocated times, of course!

    Look forward to hearing about the other changes.


    • Yes, this is still experimental. I’ll review the policy after a few weeks, and see what impact it’s had! If I get time I’ll post a follow-up article.

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