Handling a busy inbox

Skills you'll practise

• Sort incoming email by urgency, deadline and who must act
• Recognize customer and money-related messages that need same-day action
• Write short acknowledgements that set expectations
• Keep a record of what was handled

Course outline

1. 1.Triage a busy inboxVideo · 2 min
2. 2.Triage in five minutesLesson · 10 min
3. 3.Shared mailboxes, ownership and response targetsLesson · 12 min
4. 4.Forwarding and replying so others can actLesson · 12 min
5. 5.Handling a busy inbox: knowledge checkKnowledge check · 15 questions
6. 6.Handling a busy inbox: practical exerciseKnowledge check · 1 question
7. 7.Final exam5 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

The lessons and questions are written from these references, so learners can go back to the original.

• General office administration and recordkeeping practice
• Plain-language business writing guidance (general)