Don't let this happen to you!
This post is going to focus on the user more than the administrators. However, this can be a powerful set of tips to provide to the mailbox owners.
Part of my duties include being the Exchange Server administrator. Having an on-site email server, any email server, is a great thing to have, but it does come with some responsibilities. The burden should not rest solely on the shoulders of the IT crew, either!
It’s a delicate balance to try to please the users, email server admins, and management.
Users: The mailbox owners. They want to be treated as humans. Restricting the mailbox size too small and the users will feel as if they are being treated unfair; “My ISP gives me plenty of room for my email. Maybe we should just use them.” I am not saying they should have unrestricted mailboxes, but try to implement a fair amount and treat everyone equally. If CEO Joe or IT Tech Frank has an unlimited mailbox, there will be backlash when people find out (and trust me they will).
Mail Server Admins: Our job is tough as it is. Managing thousands of mailboxes is difficult enough. Now just think if everyone had 5, 10, or 20 GB mailboxes! What a nightmare! Backup and restoration is a overwhelming. Migrating to another server is a process that could now take days, maybe even weeks.
Upper Management: How could this possible affect upper management? They don’t have anything to do with email… do they? Their jobs are to keep a healthy bottom line and make sure the organization is a well-oiled machine. Email is meant to improve communications, but at what cost? Storage space for bloated mailboxes, tapes for backups, more email server administrator time on the clocks, or even more staff is a hefty price to pay for a communication tool that is being misused.
I think I have made my point. Now on to the tips!
- If you have taken an action on a file, it’s probably safe to delete it. Once you reply to or forward an email, what’s the point of keeping it? The most common excuse I hear is that you are keeping a paper trail to cover your butt. Do you record your phone conversations as well? How about your chatter around the water cooler? What’s the point of saving email then? Just be honest and do your very best and you should not have to worry about CYA (covering your ass).
- It’s okay to archive information, just have a purge date. If an email is important, move it out of your inbox and place it in your archive folder. Delete emails that are older than a specific amount of time (I usually do 6 months or older). If you really, REALLY need to keep it then move it to a USB drive or (not a green option, sorry) print it. I receive licenses for software in email. I usually print them, place a copy in our vault, then delete the email.
- Don’t forget your sent items. There is still in there that needs to be deleted as well. I usually delete all sent emails that are older than 1 month.
- Incentivize the employees who keep a clean mailbox. Do a monthly check to see who has been keeping their mailbox slim and trim. Send them something to show them they are appreciated. Candy, “Thank You” cards, an autographed picture of yourself, or see what HR has in the way of incentives. If you can get your director or upper management to send something, it will be extra special to the end user.
- Offer educational material to show people how to manage their inbox. Some people just don’t know. Offer classes, send out instructions in email (add a tag line to delete the email when they are done), or make a special trip out to those certain bulky inbox users for some one-on-one guidance.
- At some point, it’s time for email bankruptcy. You have thousands of unread items in your inbox. It would take days for you to catch up. Once you do catch up, you are behind from all that catching up you just did. Catch up as much as you can for the past two or three days, then CTRL+A and DELETE. This will wipe out your inbox, so be careful! Use this as a lesson to keep it clean and well managed.
- Use other forms of communication. There are times when email is just inappropriate. The “What are you doing for lunch” conversations are best kept to Instant Messenger or telephone. Plus telephone and face-to-face communications really strengthen relationships. There are so many emotions that are missing from IM and email. Just remember, relationships can advance your career.
- Try to keep the emails in your inbox limited to only what has arrived that day. It takes a lot of work to do this, but it is very rewarding. It’s like keeping a clean desk; it’s really tough to do, but a dirty desk just leaves you feeling frustrated and dreading work.
That’s all the tips I have collected. If you have some handy tips for keeping the inbox clean and tidy, drop me a comment!
Jason IT Best Practices email, help, management, overflow
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