The post-vacation overwhelm is real, and it's getting worse 📱 As many of us return from extended summer breaks, we're having an interesting conversation internally about "notification bankruptcy" - that moment when you come back to hundreds (or thousands) of messages and feel completely overwhelmed, and you consider nuking the inbox 🙅🏻♂️ This challenge is particularly serious for companies like Doist that collaborate primarily through chat tools and async communication. The very systems that give us flexibility at work also create this crushing wall of information when we return from time off. Here's what makes it so painful for me: - Everything feels "urgent" when you're catching up - You lack context on conversations that evolved while you were away - The fear of missing something important keeps you scrolling endlessly - Wasted time reading comms that have already been solved or are no longer relevant - It can take days just to get back to a baseline, much less move forward We're exploring several approaches to minimize this pain internally, sharing in case it's useful for others out there: - Notification bankruptcy - Encouraging marking all or at least large chunks of comms as read and trusting that truly important items will resurface. Only read @mentions and direct messages. - Structured triage - Dedicate specific time blocks to different message types. Start with DMs, then recent squad/team updates, then general channels. Set time limits to avoid rabbit holes and add long threads as tasks for later dates. - Email deletion strategy - Set an auto-reply saying you'll delete all emails when you return, so people should follow up after your return date if still relevant. Side note - I've been doing this for many years and have found most issues resolve themselves during your absence. - Temporary delegation with handoff projects - Create a centralized Todoist project where covering team members add (only) critical updates and decisions that need your attention (with links and context, very important!). Much more focused than scrolling through hundreds of messages. - Selective catch-up calls - Cancel all non-essential calls during your return week and schedule brief syncs with key team members to get updates on complex situations. The reality is that most of the "urgent" stuff from while you were away either got resolved without you or isn't actually urgent anymore, and very likely, your absence created an opportunity for another teammate to step into that space and grow from it. We tend to think we have to read and reply to everything, but declaring bankruptcy might actually be doing your team (and yourself) a service. I'd love to know how others are dealing with the post-vacation message flood, and any strategies that have worked (or failed) for your team? Always looking for better approaches to this modern workplace challenge 🤝 **Photo of Koda monitoring my approach to post-vacay inbox management 🐶
Holiday email backlog management strategies
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Summary
Holiday email backlog management strategies are approaches you can use to prevent and handle a flood of messages after coming back from time off, helping you avoid feeling overwhelmed and making your return to work smoother. The goal is to set clear expectations before you leave and to organize your inbox catch-up in a way that reduces stress and wasted time.
- Communicate early: Let your customers and team know about your planned time off well in advance and share clear instructions on who to contact while you are away.
- Delegate responsibilities: Assign a trusted colleague to handle urgent tasks and keep a shared document of updates so you have helpful context when you return.
- Schedule catch-up time: Block out time in your calendar after your holiday specifically to sort through emails and reconnect with key team members, instead of jumping into everything at once.
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Want to take PTO and not come back to hundreds of emails ... Communicate your time off. For all my friends in the US, I hope you all enjoyed the long Holiday weekend. Now if you took a few extra days, to extend the holiday, perhaps Wednesday, maybe Friday and heck even today, well you might be coming back to an inbox filled with messages from customers. But imagine you cut that in half ... hey maybe even a fourth. When I started my role as a CSM over 12 years ago anytime I took time off I made sure to manage communication with all of my customers and internal team members and as a result, I'd come back to only a handful of emails (usually threads I was on) and the flurry of Marketing emails (easy to delete, sorry Marketing friends). Here's what I would do: 1) Include my upcoming time out of the office in my email signature 2) Email all of my customers 2-4 weeks in advance letting them know about my time off and encouraged them to book time before I left (I'd do something similar to key internal stakeholders as well) 3) Offer clear instructions on who to go to in my absence - My backup CSM, my leader for escalations and Support for anything technical 4) Set up a strong out of office message with names, emails, links, dates and more - everything they would need while I was away 5) Closed out and completed as many projects/tasks as possible to avoid leaving things outstanding Not only did this approach help my customers and set good expectations (easy win for relationship building), it also set me up for success. I could go on vacation or take my time off without worrying about what I'd be coming back to. We all know this is like Sunday Scaries x10! It's the little things that make the biggest impact. So if you have some time off planned this summer ... Set yourself up for success. Welcome back - let's tackle this full work week!
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Taking time off as a CSM can be stressful. 💔 Things never stop breaking 🤖 Product never stops releasing 🔨 Processes continue to change 📩 Customers don't stop emailing 💸 Renewals don't stop happening Many CSMs either give up taking time off or end up logging in when they should be enjoying the beach. But it genuinely doesn't need to be like this... A few years ago I developed a social contract with my team: - Nobody logs in during their time off - Everyone prepares for their time off in advance We developed a PTO prep checklist and kept building upon it based on our lived experience. Here's what it looks like: - Book your holidays at least 8 weeks in advance - Add your OOO to your email signature ASAP - Book the day you come back off in your calendar to give you time to catch up on your inbox - Let your customers know when you'll be OOO in every call - Ask customers to submit any questions/issues in advance (by X date) - Create a manual on how customers can get help during that time that you can send to customers and add to your OOO email - List all your renewals for the period you'll be OOO - Get signatures early for the healthy and happy customers - Work on mitigation and save strategies for customers at risk - Aim to have every renewal deal closed before you leave - Anything left open, delegate to a colleague a week in advance from your PTO with introductions, CTAs, good notes and context (make this a central document for your manager so they can follow-up for you) - Let colleagues on internal projects know you'll be OOO - List all tasks and deliverables you have until your PTO - Work on delivering each of them ahead of time - Ask a colleague to be a buddy for you while you are out - Cover your OOO with your manager before you go - Schedule important customer meetings for that week ahead of time to avoid falling behind on coverage - Review any open roadblocks for customers 24 hours before leaving and add to your PTO document for your manager to follow-up - Put your OOO on the day you leave on email and slack Every CSM that implemented this left for their holidays feeling confident. And the best part? Nobody had to log in during their time of!! As a Director, I still use this checklist (albeit an adapted one). What's your top tip on how to prep for holidays? 📥 If you're interested in Customer Success, consider joining 8.5k+ CS Professionals who read my weekly newsletter on how to build and scale a CS Team [sign up in the comments section]. #csm #customersuccess #retentionstrategies #customerexperience #customerretention