Slashdot Mirror
Companies Getting Rid of Reply-all
An anonymous reader writes "An article at BusinessWeek highlights an issue most corporate workers are familiar with: the flood of useless reply-all emails endemic to any big organization. Companies are beginning to realize how much time these emails can waste in aggregate across an entire company, and some are looking for ways to outright block reply-all. 'A company that's come close to abolishing Reply All is the global information and measurement firm Nielsen. On its screens, the button is visible but inactive, covered with a fuzzy gray. It can be reactivated with an override function on the keyboard. Chief Information Officer Andrew Cawood explained in a memo to 35,000 employees the reason behind Nielsen's decision: eliminating "bureaucracy and inefficiency."' Software developers are starting to react to this need as well, creating plugins or monitors that restrict the reply-all button or at least alert the user, so they can take a moment to consider their action more carefully. In addition to getting rid of the annoying 'Thanks!' and 'Welcome!' emails, this has implications for law firms and military organizations, where an errant reply-all could have serious repercussions."
please take me off this distribution list
... I don't know where to begin.
The majority of reply-alls can be replaced by using mailing lists.
I hope somebody replied to all, quoting this entire memo and putting "OK" at the bottom.
-Dave
I welcome this trend, a few extra confirmation boxes would help.
Can we also get rid of excessively long sigs, embedded graphics, comic sans and outlook stationary too? Or at least made them more difficult to automate.
Those people who constantly send out large blasts of useless email are just not sufficiently harassed by their fellow employees to stop. Reply all serves a very important function when running large multi-day problem resolution threads that require large amounts of collaboration on a global scale. To remove the reply all means that everyone has to remember to constantly add back everyone "important" to the thread. Reply all is a tool, the problem is that sometimes the people using the tool are tools themselves. Fix the people not the tool.
Mailing lists and reply-to-all are a lethal combination. 2/3rds of the E-Mails I get are dups -- someone will start a ticket, which E-Mails a list. Everyone who has something to say will reply-to-all, which will mail everyone and the ticket system, which will then bounce the mail out to the list. You can't get off the list because your boss thinks that even though 99.9% of the list traffic doesn't involve what you do in any way, there might some day be one that might require your attention. The only problem with that is that one message will get lost in that flood of crap, so it's pointless to be on the list anyway.
I'm trying to teach myself to set people on fire with my mind... Is it hot in here?
Here's last year's attempt to do something about it. Maybe something is happening this time?
Oh and,
Not to mention for terrorist organizations...
10 PRINT CHR$(205.5+RND(1)); : GOTO 10
Person A sends you an email.
You reply.
You forgot something, and reply again.
With Gmail, it will reply to A.
With Outlook, it will reply to yourself.
The broken solution is to use "Reply to all", which will only reply to A and not to yourself.
If you remove "Reply to all", please fix "Reply" first.
I don't mind Reply-All so much, but can we get rid of the yahoos who top-post and quote the whole damn email chain?
Chelloveck
I give up on debugging. From now on, SIGSEGV is a feature.
what you do is charge the sender in your currency
1 X to do a reply all (AT ALL)
2 Y for each person sent to
3 W for each KB the message takes (single copy)
4 +60% if the response contains the ENTIRE previous email
5 Z for each time the Company Sig appears in the email
If W X Y and Z are high enough this could be a Profit Center for your business
Any person using FTFY or editing my postings agrees to a US$50.00 charge
Through domain policy, they were able to disable the button in Windows XP but when folks switched to Windows 7 it was back again. Plus, it doesn't affect Mac or Linus users. Regardless, most people just learned to use the keyboard shortcut instead of clicking the button and it's as easy to Reply-All as ever. Mostly we still get the same amount of spam as usual and whomever got paid to come up with that suggestion should be let go. What a complete waste of a paycheck.
My personal peeve is people that hit Reply when Reply All is required. I deliberately included those other people in the original email, because they need to be part of the discussion, don't cut them out. You've just forced me to add them all back in again on my reply.
When "reply all" is chosen. Instead of opening the message with all users listed as recipients. Change the command to "reply multiple"
When chosen, open a window with a checklist containing all the recipients unchecked by default.
Ask the user, to check each recipient they want in their response message, and click OK. Only the recipients they manually checked will appear in the reply message.
My God. I don't know what's more sad - that we live in an age where some people feel the need to police the use of "Reply All", or where some corporation will actually go to the expense to remove it.
In days of yore there would have been a pretty simple solution: if you misused it your boss would sit you down and tell you never to do it again. Case closed.
Now, can someone tell Gmail that it would be handy to be able "Resend" a Sent message that bounced or was deleted at the other end by mistake?
Three Squirrels
It's not disk space that's the issue (and indeed, it's my understanding that Exchange already does this and has done so since at least the days of 5.5), it's the fact that when it's an internal email, it's not immediately obvious that it's not terribly useful until you actually open it and read it.
That's time you won't be getting back.
Sure, it's only a few seconds at a time. But when you've got people who seem to think the only reply button they should ever use is "Reply All", people who followup every tiny little conversation with an email to confirm and people who have a tendency to CC in everyone from the CEO downwards in an attempt to fashion a teflon overcoat for everything they ever do, those few seconds add up.
I really like the solution to the "reply all" problem that is used at Google. It's part social and part technological. The social part is that people make an effort to trim TO and CC lines -- though "reply all" is the default, and for good reason. The technological part is "mute".
Since Gmail already groups all e-mail conversations into threads, it's easy for it to provide the user with a means to opt out of a conversation, even if they're still on CC. I use it all the time... if a thread is clearly no longer relevant to me, I just hit "m", and I never see that e-mail conversation in my inbox again. It's still in my archive and I can always search for it (including seeing all subsequent messages after I muted it)... but other than that it doesn't bother me.
Gmail also does an awesome job of collapsing quote text. It's there if I want to click on the "..." to see it, but otherwise it's out of the way, and it works equally well with both top- and bottom-posting. For that reason, the general practice is not to trim quotes. They're invisible when you don't care about them, but preserving them provides full context for any newcomers to the conversation.
It's still not ideal. I think the ultimate business communication vehicle will look something like a cross between e-mail and a web forum, but in practice Gmail is pretty darned good. Which is a really good thing, because Google runs on e-mail, and Googlers get massive amounts of it. Between direct e-mails, automated system status notifications and internal mailing lists (some are general discussion lists, others are focused on specific projects, or teams, or technologies), I get >2000 e-mails per day. Filtering, priority inbox and selective muting are all essential to making it manageable.
Note to ACs: I usually delete AC replies without reading them. If you want to talk to me, log in.
At my company, someone sent an e-mail to several groups asking a question. Several dozen replies came back saying that they weren't the right ones to be asked. Scores of replies followed, all asking to be removed from "this mailing list". Then hundreds. Followed by threats to report people to HR if they keep "replying to all" (sent to "all", of course. Followed by hundreds more. Followed by a very high up threatening to send people to HR if they keep "replying to all". Followed by hundreds more requests and demands to remove them from the mailing list. It finally died down, until the next shift came in and hundreds more e-mails came around. Again with the next shift after that.
I expanded all the address groups, and then expanded all the sub-groups and so on, then pasted into a word doc and counted the '@'. About 10,000 people had received nearly 1000 e-mail each. It happened again a few weeks later.
If you put the distribution list in the bcc field, the only person inundated with stupid replies is the sender, which serves them right. It's also a way of saving idiots from themselves when the reply is....inappropriate.
After a massive Reply All storm involving our whole firm over someone getting offended too easily, our COO jumped in to tell everyone to knock it off and the Reply All button was moved to the far right end of the toolbar. This has helped for the most part.
The majority of reply-alls can be replaced by using mailing lists.
That requires someone to administer the mailing lists, or to set up a process to let it be administered automatically. Reply-all, on the other hand, empowers small ad-hoc groups to form instantly around an issue, without red tape delay or extra expense that might provoke middle-management nipping-in-the-bud.
I've just started a contract at a very small company. (My work there is unrelated to I.T.) They contract their system administration from an individual supplier. Getting anything done is extra cost, so it doesn't happen unless it's critical.
On the project where I'm working we're in the early design discussions. Everybody on the project is in on everything. Reply all works just fine for what we need. (Indeed, the early problems with it were OMISSION of people who SHOULD have been on it.) Removing reply all would just mean most of the people in the group would spend extra time copying email addresses (and occasionally drop one, interfering with communication). Yes we might end up with a "please drop me" later in the project. But for now we're far better off with reply-all than without it.
I've been in companies where reply-all explosions were a problem. The solution was not to kill reply-all, but to create mailing list aliases and procedurally restrict who could mail to them. Then doing a reply-all to a message on a department-wide or division-wide mailing resulted in a bounce on mail to the big list and/or a reply just to the originator of the mail. Problem solved.
Bantam Dominique roosters crow a four-note song. Once you've heard it as "Happy BIRTHday" you can't NOT hear it that way
Not sending emails in the first place to the entire company if you do not want to waist their time?
It sounds to me that either the originators of the email is at fault, or there is something very wrong with how all these people use email. And technical solutions never solve personal ignorance.
If someone actually reply-alls to an entire company saying "thanks!" then they are not qualified to use email in a profession setting.
Troll is not a replacement for I disagree.
An email sent to more that 5 to 10 people probably doesn't need to be sent at all. Daily I get between 10 and 20 emails ranging from "Please read this update to our employee handbook, we just clarified that viewing porn, even while remoting in from home, is bad" to "Please donate some money to X charity so we can claim that we, as a business donated the money misleading our customers into believing that the company contributed when it actually was our employees." and lastly my favorite "XYZ application that you never use, have never heard of, and could care less about will be rebooted at 12am and have no effect on anyone what-so-ever"
I don't need any of it. For the love of god make it stop. If you're email is to notify me of something I might not care about and I do not need to take any action on it, then I do not want it. Don't send it for fucks sake. I have work to do and reading a 3 page email about a blood drive that you wont let me go to unless I use my lunch anyway is a waste of my time.
... deprecate unit of time known as the OhNo second.
Have gnu, will travel.
How about making it mandatory to mute everyone on a conference call? It never fails...you get on some big call with maybe 100 people and there are kids screaming or dogs barking in the background. The moderator asks people to mute their lines (#6 or some such) and most people do...except for the idiot with the screaming kids and barking dogs. Then we all sit around waiting until finally the moderator puts everyone on mute. Huge waste of everyone's time.
At the beginning of the call just mute all the lines. Tell people how to un-mute the line if they have a question or comment. Problem solved, time saved, happy day.
All "sigs" automatically added by your email client.
"This message has been scanned for viruses ..."
In one recent email this sig appears 7 times.
"Send from my iPad" and "Sent from my iPhone"
These sigs are all just shameless advertising.
It's not disk space that's the issue (and indeed, it's my understanding that Exchange already does this and has done so since at least the days of 5.5)
Nope.
All versions between Exchange 4.0 and Exchange 2003 did single-instancing of both messages and attachments.
With Exchange 2007, that changed to just attachments: http://blogs.technet.com/b/exchange/archive/2008/02/08/3404852.aspx
With Exchange 2010, that changed to no single-instancing at all: http://blogs.technet.com/b/exchange/archive/2010/02/22/3409361.aspx
Disk storage space is now addressed by compression of HTML/text bodies.