Email has become the life-blood of most companies. Consequently company emails now contain a great deal of sensitive information that was once only stored on paper.Email management is a specific field of communications management for managing high volumes of inbound electronic mail received by organizations. Today, email management is an essential component of customer service management. Customer service call centers currently employ email response management agents along with telephone support agents, and typically use software solutions to manage emails.
Email management is a systematic approach to maximizing the efficiency of email practices and minimizing the negative effects that email handling can have on an individual’s productivity and job satisfaction.
In the workplace, handling email ineffectively can waste a considerable amount of an employee’s time and can also hamper other employees and negatively impact the organization as a whole. Email handling can account for more than 30 percent of an employee’s work day, perhaps significantly more if handling behaviors are not optimized.
Email management is typically categorized as a hard skill — something that can be taught. However, because it has such a profound effect on employee productivity, email management is also considered a component of important soft skills such as time management, organization and communication.