“When I’m at my desk, Outlook is always open, and I keep an eye on it,” O’Donnell explained. “But I’m careful not to be distracted if I am working on something else.”
When he’s been away from his desk, O’Donnell triages the messages he received while he was busy. “I’ll catch up and go through inbox as a batch, file what needs to be filed and leave emails which will require an action on my part. Same applies to coming back after a holiday.”
There are of course the vital financial metrics, but to O’Donnell, managing his inbox is a key facet of “a clutter-free and organised workspace” in which he thrives. “I know when the ball is in my court or not. So it keeps me on my toes.”
Inbox zero is a bit of misnomer, though. O’Donnell’s email isn’t always at zero, but he’ll always try to maintain it below ten. “It helps to avoid issues ageing (7 days, 30 days, etc.) and drives next actions or quick discussion when email is not appropriate.
“How I manage my inbox and communications with clients assists how I own and resolve issues – efficiencies reduce time/effort/distraction for all. It also increases my own bandwidth and capacity – extending the range of issues I cover with a client and also the number of clients I support at any one time.”