This is a “hairball” post you can ignore. However, this post does trace my thinking about how to scale webmaster communication. Part of me wants to start answering questions I get via email by stripping out the identifying information and then replying with a blog post. Instead of one person getting a single reply, everybody could see what the answer is.
I spent most of the past week tackling my horrendous email backlog. At the start of the weekend, I was just touching 500 unread emails. I got it down to 218 unread emails and 264 total emails in my inbox. Of course, the ones that are left are the harder messages. And out of those 264 emails, 167 are from outside Google.
A few weeks ago, I flew up to the Kirkland office for a couple days to catch up with the Webmaster Central team. At some point, we were talking about doing videos for webmasters. Someone said “Why don’t we just grab a video camera and see how many videos we can shoot in an hour?” So we did. We managed to tape three pretty informative videos in about an hour, and that includes set-up/breakdown time.
So now I’m looking at these 150+ emails from outside Google, and I’m pondering about how much time I should spend on email compared to other things. Email is a 1:1 communication, so I could answer 10 emails and help roughly 10 people. Or in the same amount of time, I could comment on a forum, start on a blog post, or plan out another video that could benefit a lot more people. I did a series of about 15 videos last year when my wife was out of town, and the videos have been watched over 300K times and downloaded over 100K times.
So to make a long story short, I’m trying to figure out how I should handle email going forward. I’ve been thinking about this for a while, but don’t be offended if I don’t reply to email as much going forward.