Checking e-mail once a day could be a mistake. Checking e-mail and responding to e-mail is two vastly different tasks. Checking e-mail can prevent you from doing work that has been cancelled. Responding can prevent others from duplicating co-workers tasks or doing work that has be cancelled.

Start Here – Since I write software, I use commented text such as “START HERE” in the code so I can do a search and be taken right to where I left off. I also use “TEST” anywhere I put test code so that it doesn’t get left in like a scalpel inside a surgery patient.

File Organizer – I have several wire letter baskets that live in a drawer in my desk. Notes and documents about a project are all kept in one basket, so I can take out one basket/project at a time. The nice thing about the baskets is that they stack nicely and can all fit into that drawer at the end of the day. (No, it doesn’t get done that way all the time, but it’s a great system when I use it.)

I agree completely. A lot of times, it’s the clients (or colleagues) who are scrambling late in the afternoons and at night, and they want someone to rescue them. They feel pressured and overwhelmed, so they handle things haphazardly. Our reactions, though, can be very methodical, so at least we stay on top of our on work and schedules. I like your thought that if it came in overnight, it’s not an emergency. Good way to stay on the ball!

For your first question:
I detail my communication preferences and policies on my contact page and within the client pages on my website, and in both places, I let clients know to expect responses within one business day. Generally, I think we ourselves set the parameters of our relationships with clients right out of the gate (rather than the other way around). When a prospective client first contacts us, we are so excited about the new work that we jump on every email right away, and then the client comes to expect that. We should just set our schedules and stick to them – always.

For your second question:
Although I’m an avid believer in web-based tools and use a ton of them to keep myself organized, I use a plain ol’ paper-based system for my start here markers. For instance, I have all my projects (along with all their “overall” tasks) in Basecamp, but I also have a “in progress” checklist for each project that is simply a piece of paper. I list my “next up” tasks and draw little check boxes next to each one. Each client gets his/her own slot in a file organizer (see link below for example). I just slip the sheet in there, along with any current (soon-to-be-tossed) notes. When I’m ready to work, I grab the contents of the given slot and get rolling.

File organizer example -
http://www.officedepot.com/a/products/408905/Alera-Valencia-Series-Under-Counter-File/

I have two questions:

1. Any ideas on how “train” clients not to expect an immediate reply from an email? It seems that everyone expects an email to be replied to asap.

2. What tools do you use for “start here” markers?