by Robertt Young
I recently delivered a class to a group of program and project managers at a large international engineering and manufacturing company. This company makes valves and systems for refineries, gas producers and nuclear power plants. During the class, we had a lively and stimulating discussion around the use of email e.g. when to use it, how to use it effectively, etc. At the end of the class, I received this email from one of the directors who attended. I want to share this with all of our current users as to how one person can make a difference. He sent this to all of the stakeholders in his division.
Colleagues, my name is Mike, I am a recovering email addict. Today is my first day of being "clean."
In an effort to break my addiction to email, implement new time management skills and improve productivity, I will no longer be continuously monitoring my email as I have in the past.
I will process email at only two or three discrete times during the day. At this time, your email will be read and:
1) I will reply - time permitting
2) I will delegate it to another expert who can reply more accurately or more quickly than I can
3) I will defer your message for proper analysis and reply when my schedule permits
4) I will file or delete the message if no response is required
During this transition period, you may experience delays in response to your message. In addition, I may not have read your email by the next time we pass in the hall or you pop into my office.
When fully "leaned out" I expect response times to decrease from current levels of today.
As always, I stand by my personal guidelines for email usage:
1) Important decisions are NOT documented in emails - but in memorandums that can be transmitted by email
2) Do not email anyone if a quick phone call is sufficient - yes, the art of the phone call is back
3) Do not continue an email thread more than 3 deep
4) Highest priority on message that are sent "TO" me
5) Lowest priority on messages that are "CC'd" to me
Thank you for your patience and understanding during this time. Remember, it's a process.
As I mentioned, this is an international company and his group interfaces with others around the world, where email is the only effective way of communication. But even he is making the process work. I would be interested in hearing about any similar experiences you may have had and how you are dealing with them.
Friday, August 28, 2009
Wednesday, August 26, 2009
Pay It Forward…By Listening
by Laura Finney
As an officer of an association, I had been given the task to come up with a project for my local club members. Many of the members squawked at any idea that would be time consuming and daunting. The foundation of the project was to create “community bonding” and have a lasting effect on the individual recipients.
I had recently watched the movie “Pay It Forward.” Immediately, I was touched and inspired by the message in the movie. I challenged my club to a six-month project, “Pay It Forward…By Listening.”
The project rules were simple: to engage in a “friendly” conversation with someone (we did not know), who works at a place we visit often in our community. The conversation could not be longer than a few minutes (people are working). The objective was to get to know someone by just “being nice” and taking those moments when waiting in line or participating in a service or activity to listen and learn something new about someone not in “our lives”. No place was off limits. The goal was to create a bond with those that serve us in our communities. I chose my local coffee house.
At my local coffee house, Lisa was my target. She had been wiping down the tables and appeared to be in a good mood. I felt like 007 trying to determine if this was the right thing to do. I am always pleasant, but this was taking it a step further. Timing had to perfect. Just as Lisa went to wipe down the coffee station, I went over to “fix” my coffee. We had the typical pleasantries. I asked the typical question, “How’s your day going?” I immediately noticed her big blue eyes…smiling. Then I noticed she had no hair under the cap she wore. In less than two minutes, I learned-Lisa loves her job, it pays over $10 an hour, her co-workers are great, and she has excellent health benefits. Her insurance covered 100% of the cost for her to have the tumor removed from her brain, she boasted as she showed me her scar.
Today, seven months later, Lisa has grown her hair out. I did not notice her at first. She told me she has not decided what to do about hair now that she has it…again. I told her, “It doesn’t matter, either way you look fabulous!”
I have completed my project and Lisa is aware she was my “target.” Lisa has agreed to pay if forward.
This on-going experience reminds me of how grateful I am of where I live, where I work, and where I play.
As an officer of an association, I had been given the task to come up with a project for my local club members. Many of the members squawked at any idea that would be time consuming and daunting. The foundation of the project was to create “community bonding” and have a lasting effect on the individual recipients.
I had recently watched the movie “Pay It Forward.” Immediately, I was touched and inspired by the message in the movie. I challenged my club to a six-month project, “Pay It Forward…By Listening.”
The project rules were simple: to engage in a “friendly” conversation with someone (we did not know), who works at a place we visit often in our community. The conversation could not be longer than a few minutes (people are working). The objective was to get to know someone by just “being nice” and taking those moments when waiting in line or participating in a service or activity to listen and learn something new about someone not in “our lives”. No place was off limits. The goal was to create a bond with those that serve us in our communities. I chose my local coffee house.
At my local coffee house, Lisa was my target. She had been wiping down the tables and appeared to be in a good mood. I felt like 007 trying to determine if this was the right thing to do. I am always pleasant, but this was taking it a step further. Timing had to perfect. Just as Lisa went to wipe down the coffee station, I went over to “fix” my coffee. We had the typical pleasantries. I asked the typical question, “How’s your day going?” I immediately noticed her big blue eyes…smiling. Then I noticed she had no hair under the cap she wore. In less than two minutes, I learned-Lisa loves her job, it pays over $10 an hour, her co-workers are great, and she has excellent health benefits. Her insurance covered 100% of the cost for her to have the tumor removed from her brain, she boasted as she showed me her scar.
Today, seven months later, Lisa has grown her hair out. I did not notice her at first. She told me she has not decided what to do about hair now that she has it…again. I told her, “It doesn’t matter, either way you look fabulous!”
I have completed my project and Lisa is aware she was my “target.” Lisa has agreed to pay if forward.
This on-going experience reminds me of how grateful I am of where I live, where I work, and where I play.
Friday, August 21, 2009
Life Lessons are Everywhere
by Russell Tibbits
I walked three blocks north on Congress today to pick up lunch to bring back to the office. It was a little after noon when I arrived to pick out my soft chicken tacos and the lunch line backed up nearly to the entrance of the restaurant. As I stood in line, I glanced around at the other patrons. Almost all of them were business professionals in button down shirts, pressed slacks, matching belts and shoes.
However, the same could not be said for the person directly in front of me in the line of close to 50. His T-shirt was dusty and stained with sweat. His once black jeans, intermingling with chalky white patches, sported 6 inches of extra fabric bundled above his shoes. And while his left foot was covered by a battered black business shoe, his right foot dawned a brown sandal. It was clear this man had a life much more difficult than anyone else in the restaurant.
Standing in line for a few more moments, he cut to the right, past the others standing in line, and directly to the cash register. After speaking to the restaurant staff, he was offered a cup, which he filled with water and drank several times. I immediately sympathized with him; the heat index in Austin has been close to 110 degrees every day this week. And while I’d spent a couple of these days outside training for my next triathlon or playing volleyball, I’ve never questioned where I would go to rehydrate or when I would get my next drink of water.
Very polite and considerate, he filled his cup of water and then moved to the side to allow the other customers to fill their glasses while he drank. As I continued to watch him, I became more humbled by his presence for two reasons. Would I be willing to stand in the same line with professionals, in a stained shirt and mismatched shoes, so I could ask for a free glass of water? Or would I become embarrassed and find a reason to walk away? He also made me think of how often I care too much about what I look like, what amenities I can get, instead of being concerned with making sure my basic needs are met.
Summer has only just begun but twice already I’ve been humbled and learned life lessons in unexpected places by unexpected people.
I walked three blocks north on Congress today to pick up lunch to bring back to the office. It was a little after noon when I arrived to pick out my soft chicken tacos and the lunch line backed up nearly to the entrance of the restaurant. As I stood in line, I glanced around at the other patrons. Almost all of them were business professionals in button down shirts, pressed slacks, matching belts and shoes.
However, the same could not be said for the person directly in front of me in the line of close to 50. His T-shirt was dusty and stained with sweat. His once black jeans, intermingling with chalky white patches, sported 6 inches of extra fabric bundled above his shoes. And while his left foot was covered by a battered black business shoe, his right foot dawned a brown sandal. It was clear this man had a life much more difficult than anyone else in the restaurant.
Standing in line for a few more moments, he cut to the right, past the others standing in line, and directly to the cash register. After speaking to the restaurant staff, he was offered a cup, which he filled with water and drank several times. I immediately sympathized with him; the heat index in Austin has been close to 110 degrees every day this week. And while I’d spent a couple of these days outside training for my next triathlon or playing volleyball, I’ve never questioned where I would go to rehydrate or when I would get my next drink of water.
Very polite and considerate, he filled his cup of water and then moved to the side to allow the other customers to fill their glasses while he drank. As I continued to watch him, I became more humbled by his presence for two reasons. Would I be willing to stand in the same line with professionals, in a stained shirt and mismatched shoes, so I could ask for a free glass of water? Or would I become embarrassed and find a reason to walk away? He also made me think of how often I care too much about what I look like, what amenities I can get, instead of being concerned with making sure my basic needs are met.
Summer has only just begun but twice already I’ve been humbled and learned life lessons in unexpected places by unexpected people.
Tuesday, August 18, 2009
Projects on the EDGE
by Skip Colfax
Sometimes people ask me, “Why do we even have project plans in the EDGE System? Why not just list all of the tasks as “Actions” and complete them one-by-one?” These are good, logical questions, and, upon first look, one might think that just listing actions, without a project plan, would save time. But, in reality, without a project plan, just the opposite happens. We end up spending more time figuring out why we’re doing the action, and where this action is supposed to lead us… We can get lost and having to think about it all over again is a time waster.
I’ve learned that my project plans are my task management system. Not only does the Project Plan hold all of the tasks needed to complete the project, but it includes an Outcome Statement, which describes my goal and keeps me motivated to complete all of the actions. The important thing is that all of that information is in one place, so I can watch as the project actions are ticked off one at a time. That’s motivational, and drives me forward.
By categorizing my project plans as “Projects”, I have an easy view from my task list of all of the projects I’ve got on my plate. I can easily answer questions about the status of each project, and at the click of a button, I can easily show my boss all of the stuff I’m working on. Then, we can reprioritize, if necessary, to get additional, urgent actions or projects done, too.
I really like the projects category a lot. I love it when I’ve completed all of the actions in a project. There are few things in my work life that give me as much satisfaction as checking off a project as complete. But the big kick for me is by acknowledging my hard work completing the project, I find myself energized and pumped up for whatever’s next. I love that feeling!
Sometimes people ask me, “Why do we even have project plans in the EDGE System? Why not just list all of the tasks as “Actions” and complete them one-by-one?” These are good, logical questions, and, upon first look, one might think that just listing actions, without a project plan, would save time. But, in reality, without a project plan, just the opposite happens. We end up spending more time figuring out why we’re doing the action, and where this action is supposed to lead us… We can get lost and having to think about it all over again is a time waster.
I’ve learned that my project plans are my task management system. Not only does the Project Plan hold all of the tasks needed to complete the project, but it includes an Outcome Statement, which describes my goal and keeps me motivated to complete all of the actions. The important thing is that all of that information is in one place, so I can watch as the project actions are ticked off one at a time. That’s motivational, and drives me forward.
By categorizing my project plans as “Projects”, I have an easy view from my task list of all of the projects I’ve got on my plate. I can easily answer questions about the status of each project, and at the click of a button, I can easily show my boss all of the stuff I’m working on. Then, we can reprioritize, if necessary, to get additional, urgent actions or projects done, too.
I really like the projects category a lot. I love it when I’ve completed all of the actions in a project. There are few things in my work life that give me as much satisfaction as checking off a project as complete. But the big kick for me is by acknowledging my hard work completing the project, I find myself energized and pumped up for whatever’s next. I love that feeling!
Friday, August 14, 2009
Keeping your cool
by Angela Ware
Like a number of today’s professionals, I spend a good percentage of my time traveling. And because of the amount of time I spend in and out of airports, I’ve had the chance to observe the best and the worst in airline customer service. The worst service generally occurs when there has been a flight delay, last minute gate change or the dreaded cancellation. Needless to say, the best customer service also happens during delays, gate changes and cancellations. On a recent trip from San Jose to Dallas I experienced a traveling trifecta, all before 6:00am!
At 5:25am we were told that our flight was delayed due to a mechanical problem, and then at 5:40am were told that there would be a gate change, finally at 5:55am were told that our flight had been cancelled and we would need to see an agent in order to be placed on another flight. Trifecta!!!
Although I was concerned about how they were going to handle this matter, I was also watching this one particular agent who had been walking around for the past half hour greeting passengers. She was now at a terminal counter off to the side working alone. As the other agent was yelling at passengers to be patient, this particular agent was working out a plan.
She knew at 5:30am that there was a good chance that this flight was going to be cancelled. Without saying a word she had begun identifying passengers based on their final designation and was working on rerouting them. Because she had already introduced herself before the excitement of the cancellation, when she asked us to be patient and explained what she was doing, everyone who was standing in line sat down and waited for their name to be called. In less than twenty minutes, every passenger had been rerouted and off to their final destination.
Excellent customer service. Polite, patient, organized and focused.
My take away from this experience… when you see the potential for disaster, don’t panic--look for the facts, identify your options, communicate and execute your plan.
When others are panicking, the ones who shows themselves to be patient, polite, and competent gain the trust of the crowd.
Like a number of today’s professionals, I spend a good percentage of my time traveling. And because of the amount of time I spend in and out of airports, I’ve had the chance to observe the best and the worst in airline customer service. The worst service generally occurs when there has been a flight delay, last minute gate change or the dreaded cancellation. Needless to say, the best customer service also happens during delays, gate changes and cancellations. On a recent trip from San Jose to Dallas I experienced a traveling trifecta, all before 6:00am!
At 5:25am we were told that our flight was delayed due to a mechanical problem, and then at 5:40am were told that there would be a gate change, finally at 5:55am were told that our flight had been cancelled and we would need to see an agent in order to be placed on another flight. Trifecta!!!
Although I was concerned about how they were going to handle this matter, I was also watching this one particular agent who had been walking around for the past half hour greeting passengers. She was now at a terminal counter off to the side working alone. As the other agent was yelling at passengers to be patient, this particular agent was working out a plan.
She knew at 5:30am that there was a good chance that this flight was going to be cancelled. Without saying a word she had begun identifying passengers based on their final designation and was working on rerouting them. Because she had already introduced herself before the excitement of the cancellation, when she asked us to be patient and explained what she was doing, everyone who was standing in line sat down and waited for their name to be called. In less than twenty minutes, every passenger had been rerouted and off to their final destination.
Excellent customer service. Polite, patient, organized and focused.
My take away from this experience… when you see the potential for disaster, don’t panic--look for the facts, identify your options, communicate and execute your plan.
When others are panicking, the ones who shows themselves to be patient, polite, and competent gain the trust of the crowd.
Monday, August 10, 2009
You’re our guest for the Basex Inaugural Information Overload Awareness Day, August 12th!
From Christina Randle
Dear Readers,
Did you know that by 2012, the typical knowledge worker will receive hundreds of messages each day via e-mail, IM, text, and social networks? And that knowledge workers today lose 25% of the work day due to Information Overload?
Come as our guest via the Web on August 12 - Information Overload Awareness Day - to learn what you can do both for yourself and your organization as part of a world-wide effort to help decrease the impact of Information Overload . Use the code "EdgeGuest" for your guest ticket here: http://www.eventbrite.com/event/379835097
The keynote presentation will feature Nathan Zeldes, Intel's former Information Overload czar, speaking about his work at Intel and will coincide with the release of the forthcoming Basex report, Intel's War Against Information Overload. All attendees will receive a complimentary executive summary of this groundbreaking report.
Companies need to focus on what can be done to lessen the impact of this problem right now. The purpose of Information Overload Awareness Day is to call attention to these problems and focus on what can be done to lessen its impact. It is centered around the Information Overload Awareness Inaugural Event – a half-day online gathering of senior executives and thought leaders from around the globe.
Join senior executives and thought leaders from across the globe on August 12. http://www.informationoverloadday.com/
In addition to the keynote from Nathan Zeldes, speakers will include:
Your complimentary ticket also includes a copy of the Basex report "Information Overload: We Have Met the Enemy and He Is Us" as well as access to archived sessions from the Inaugural Event, so, if you want to review some of the sessions afterwards, you can!
Over 500 people are expected to attend worldwide. I hope you will be one of them so please reserve your place now! http://www.eventbrite.com/event/379835097
I will be a guest speaker and hope to have you join us.
Warm regards,
Christina
Dear Readers,
Did you know that by 2012, the typical knowledge worker will receive hundreds of messages each day via e-mail, IM, text, and social networks? And that knowledge workers today lose 25% of the work day due to Information Overload?
Come as our guest via the Web on August 12 - Information Overload Awareness Day - to learn what you can do both for yourself and your organization as part of a world-wide effort to help decrease the impact of Information Overload . Use the code "EdgeGuest" for your guest ticket here: http://www.eventbrite.com/event/379835097
The keynote presentation will feature Nathan Zeldes, Intel's former Information Overload czar, speaking about his work at Intel and will coincide with the release of the forthcoming Basex report, Intel's War Against Information Overload. All attendees will receive a complimentary executive summary of this groundbreaking report.
Companies need to focus on what can be done to lessen the impact of this problem right now. The purpose of Information Overload Awareness Day is to call attention to these problems and focus on what can be done to lessen its impact. It is centered around the Information Overload Awareness Inaugural Event – a half-day online gathering of senior executives and thought leaders from around the globe.
Join senior executives and thought leaders from across the globe on August 12. http://www.informationoverloadday.com/
In addition to the keynote from Nathan Zeldes, speakers will include:
- Noted authors Maggie Jackson (“Distracted”) and Mike Song (“The Hamster Revolution”)
- John Hagel, co-chairman, the Deloitte Center for Edge Innovation
- Nathan Zeldes, President of the Information Overload Research Group (IORG)
- Anne-Katrin Neyer, School of Business and Economics, University of Erlangen-Nürnberg
- A CIO from the U.S. Air Force
- Paul Silverman, Integra
- Christina Randle, The Effective Edge
- Jonathan Spira, chief analyst at Basex
- Executives from a variety of companies including Dow Jones and Morgan Stanley.
- A panel of Visionary Vendors with tools that help lower Information Overload including Matt Brezina, co-founder, Xobni, Deva Hazarika, CEO, ClearContext, Julie White, director of product management, Microsoft, and Tomer Shalit, CEO, Nordic River.
Your complimentary ticket also includes a copy of the Basex report "Information Overload: We Have Met the Enemy and He Is Us" as well as access to archived sessions from the Inaugural Event, so, if you want to review some of the sessions afterwards, you can!
Over 500 people are expected to attend worldwide. I hope you will be one of them so please reserve your place now! http://www.eventbrite.com/event/379835097
I will be a guest speaker and hope to have you join us.
Warm regards,
Christina
Friday, August 7, 2009
Your Summer is Over!
by Kim Brewster
With the start of high school three weeks away, my daughter returned from the first day of volleyball tryouts rather dejected and forlorn. “Guess what they said to us first thing?” she asked me. “YOUR SUMMER IS OVER – practice is at 6:45 am, Monday through Friday, and you are expected to be on the court and ready,” she replied.
A friend of mine with a son the same age as my daughter, but who is in band, said to me a day later, “Guess what the kids were told first thing the first day of band practice?” “YOUR SUMMER IS OVER – marching practice is at 6:45 am, Monday through Friday, and you are expected to be on the field, instruments ready,” she replied.
I imagine this was the same militaristic announcement was delivered to all kids in athletics. But does the message serve to motivate? Of course these kids realize that summer, as they knew it, is over. They chose to be present for tryouts and practices because of a love or dedication to the sport or fine art.
What if these students had been greeted with, “Welcome – we are so glad you are here.” “We realize that you are cutting your summer short to participate in ___________.” “We honor your commitment to and dedication to ____________.” “We have high expectations and have set ground rules to help you succeed.”
The same message delivered from a different perspective can radically alter the motivation, for better or worse. These messages are no different in the workplace. Which style of coaching or leading encourages and motivates you? See if you can figure it out before summer is over.
With the start of high school three weeks away, my daughter returned from the first day of volleyball tryouts rather dejected and forlorn. “Guess what they said to us first thing?” she asked me. “YOUR SUMMER IS OVER – practice is at 6:45 am, Monday through Friday, and you are expected to be on the court and ready,” she replied.
A friend of mine with a son the same age as my daughter, but who is in band, said to me a day later, “Guess what the kids were told first thing the first day of band practice?” “YOUR SUMMER IS OVER – marching practice is at 6:45 am, Monday through Friday, and you are expected to be on the field, instruments ready,” she replied.
I imagine this was the same militaristic announcement was delivered to all kids in athletics. But does the message serve to motivate? Of course these kids realize that summer, as they knew it, is over. They chose to be present for tryouts and practices because of a love or dedication to the sport or fine art.
What if these students had been greeted with, “Welcome – we are so glad you are here.” “We realize that you are cutting your summer short to participate in ___________.” “We honor your commitment to and dedication to ____________.” “We have high expectations and have set ground rules to help you succeed.”
The same message delivered from a different perspective can radically alter the motivation, for better or worse. These messages are no different in the workplace. Which style of coaching or leading encourages and motivates you? See if you can figure it out before summer is over.
Tuesday, August 4, 2009
Use Categories to keep Interruptions at a Minimum
by Skip Colfax
In Getting the EDGE, you remember turning off the indicators that tell you of new e-mail. I really don’t miss those incessant chimes and flags. In fact, when I’m around a system that still uses them, they irritate me, and I’m glad they’re gone from my life! I get so much more done.
Speaking of interruptions, another best practice I’ve learned that reduces interruptions is using categories along with one-on-one meetings with my boss and my team members. I remember the days when I managed 24 smart, capable training writers. I had an open door policy, so they each came to my office frequently to interrupt me with a question or to give me status on their projects. I was kept well informed about my team, but, with 24 of them, I was constantly interrupted, and I found that my projects were getting done at home or on the weekends, instead of at the office.
When I learned the EDGE system, and how to incorporate the use of categories into the one-on-one weekly meetings I have with my boss and team members, I found that all of us were having fewer interruptions and more productive time.
Here’s how I use the Team and Boss categories with my one-on-one meetings:
My Boss
In Getting the EDGE, you remember turning off the indicators that tell you of new e-mail. I really don’t miss those incessant chimes and flags. In fact, when I’m around a system that still uses them, they irritate me, and I’m glad they’re gone from my life! I get so much more done.
Speaking of interruptions, another best practice I’ve learned that reduces interruptions is using categories along with one-on-one meetings with my boss and my team members. I remember the days when I managed 24 smart, capable training writers. I had an open door policy, so they each came to my office frequently to interrupt me with a question or to give me status on their projects. I was kept well informed about my team, but, with 24 of them, I was constantly interrupted, and I found that my projects were getting done at home or on the weekends, instead of at the office.
When I learned the EDGE system, and how to incorporate the use of categories into the one-on-one weekly meetings I have with my boss and team members, I found that all of us were having fewer interruptions and more productive time.
Here’s how I use the Team and Boss categories with my one-on-one meetings:
My Boss
- When I have an item that I need to speak with my boss about, I create a task, and categorize it with the “Christina” category (Christina Randle is our CEO and I have weekly meetings with her).
- When I have a few minutes with Christina or during our weekly one-on-one meeting, I open my tasks list, look in the “Christina” category and see my list of all of the things I need to speak with her about.
- In the same vein, when it comes to my Team, I have only one category for Team, so to help group items together for each team member; I enter their initials at the beginning of the topic.
- Then, when I open the Team Category in my task list, all of the items for each team member are grouped together by their initials.
- This is the method that Christina uses with her team (of which I am a member)
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