Tackling inbox overload
'It can turn into a mountain really fast'
Each day, well over a hundred emails ping their way into Breanna Needham’s inbox.
Among them are time-sensitive client requests, court notices, messages from opposing counsel, must-read internal emails on substantive points, newsletters, association emails, lunch invitations, and on and on.
“It can turn into a mountain really fast,” says the founder of Luceo Legal, a four-person Toronto firm specializing in commercial disputes.
Colleagues across the country are facing the same challenge. Wherever lawyers gather — online, at professional events, or over coffee — they lament the constant inbox overload and the hours spent each day trying to keep up.
“It is a losing battle,” one defeated lawyer posted on Reddit.
Effective and consistent communication is a fundamental part of a lawyer’s job — and a core requirement as set out in professional codes of conduct. Lawyers cannot ignore urgent court notifications or requests, and they must respond to client communications in a timely fashion and keep them informed of any significant developments related to their matter.
Waiting too long to reply to a prospective client can cost a lawyer their business. Indeed, communication failures are among the most common complaints that law societies receive.
“While we’d like to think that you’re being judged on the quality of your legal insight and work, you’re actually being judged mostly on your communication,” says Vancouver-based Allison Wolf, founder of The Lawyer Coach.
However, the constant disruption of incoming messages detracts from the deep focus time required for drafting documents and contracts, as well as working on client strategy and other complex tasks.
“It’s incredibly disruptive to cognition. Our brains aren’t designed to be working in these little bites and beeps,” Wolf says.
Taming your inbox
So what do you do? Needham takes a modified “inbox zero” approach, ensuring the number of unread emails never exceeds the space on a single screen.
She checks regularly throughout the day, moving non-urgent matters, such as association messages, into folders that she reviews weekly. For everything else, she either sends a substantive reply or acknowledges receipt of the message.
“That is the key — for me at least — to keeping the overwhelm to a manageable level,” Needham says.
“And I think it is a really good, practical way to make sure you do touch and deal with everything.”
Breanna Needham
However, she recognizes it’s not an approach for everyone and encourages junior lawyers to experiment until they discover what works best for them — and then apply it rigorously.
“Anybody with a practice, and particularly a busy practice, needs a system,” Needham says.
As for what systems are out there, a quick Google search or ChatGPT query will yield a slew of suggestions. These include blocking off chunks of time during the day for emails rather than responding to everything immediately, setting up folders to keep messages organized, creating boilerplate emails for commonly received inquiries, and unsubscribing from rarely read newsletters.
If you have the option, delegate more straightforward replies to a legal assistant or associate, or leverage AI tools to help draft messages more quickly, while being mindful to protect sensitive or confidential information.
Finally, keep in mind that not every response needs to be a beautifully crafted piece of prose.
“Sometimes a ‘noted, will review and be back to you’ is just as good as a lengthy email,” Needham says.
However, when you do provide a more substantive reply, carve out the time to do it thoughtfully, rather than dashing off a reply that may raise more questions than it answers — spawning even more emails.
Slow the flow
If you’ve tried all the hacks and you’re still feeling overwhelmed, it’s time to consider the bigger picture, Wolf says.
That starts with an honest look at your workload to see if you’re simply taking on too much. Is it possible to trim back the number of clients or files you have on your plate?
Then look for other strategies to reduce the influx of emails. If you find yourself answering the same general questions over and over, consider adding an FAQ section, explainer video, or factsheet to your website that you can direct people to.
Talk with your team about who needs to be copied on what kinds of emails, and which messages might be better suited for Slack or Teams.
When you first meet with clients, set clear expectations. This is the perfect time to outline your working hours and response times — whether that means checking emails twice a day or not responding after 5 p.m. or on weekends.
It’s also worth reminding clients that responding to messages is billable work. Encourage them to batch their questions into a single message to help curb unnecessary back-and-forth, which will save them money.
“Client onboarding is a really powerful opportunity,” Wolf says.
“That kind of conversation sets the stage for really good communication.”
As for the client who keeps emailing you to vent? You might gently suggest a therapist would be better positioned to help them — and charge them a lower hourly fee.
Apply a little neuroscience
There’s no one-size-fits-all solution to managing email. What matters most is finding a rhythm that aligns with what Wolf calls your own “human operating system.” Legal work requires real cognitive effort, she says, so save your peak brain time for the hardest tasks whenever possible, rather than spending it on mundane emails.
Ultimately, no solution will magically free up hours of your workday, so don’t get caught up in an endless quest for a silver bullet.
“We’re not looking for perfect, we’re looking for pretty darn good,” says Wolf.
