Tracking Email messages

Tracking Email messages
Linda Christie

For many customer service reps, sales reps, help desk personnel, and other CRM professionals who handle hundreds of email messages per day, keeping track of those messages can be overwhelming.

Fortunately, Microsoft Outlook offers many ways to organize your Inbox. One of the easiest organizational methods is to move messages related to a particular topic into a designated folder. For example, you might move all messages about a particular project into a folder called "Web Site Design." Or, you might organize all messages from a specific customer into a folder titled by that customer's name: "Ajax Chemicals."

The problem is that often the descriptive subject line does not accurately depict the message content, particularly if the person has replied to a message you sent previously. So later, it becomes nearly impossible to determine what's in a large percentage of messages unless you look at each one of them.

The best solution is to change the subject line of the email so it's meaningful to you. It's easy, if you turn on Microsoft Outlook's editing capabilities. To do so:

  1. Click View
  2. Select Current View
  3. Select Customize Current View
  4. Click Other Settings
  5. Check the option 'Allow In-Cell Editing'
  6. Click OK twice.

Now, when you place your cursor in the subject line of the email messages you receive, you will be allowed to edit the text. This feature does not allow you to alter the body of the email, so the integrity of the sender's message remains preserved.

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This was first published in February 2001

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