Nearly a third of your week is spent reading and answering email.

And when you add in searching for and gathering information, that’s close to half of your working week gone.


Let’s think about this in the context of an agency environment. You have multiple clients. Throughout each day they ask questions, make requests, and provide general updates. These come through in a near constant stream of emails and notifications, distracting you from your role-specific tasks (of which we only do for 40% of the week!).

It is your job to read and analyse the message, decide how to best to deal with it, go about dealing with it, and then respond to the client. This may require multiple rounds of back and forth. It will almost certainly require searching for and gathering information, for example, chatting with a colleague to get the answer to a particular question.

It may also need you to instruct a colleague to do something, manage the completion of this task, and – again – update the client as the task progresses.

I don’t know about you, but, to us, this all seems like a huge waste of valuable time.

This is where McKinsey suggest social technology could make the difference. It’s also why we exist.

Instead of spending time analysing whether a client is happy or not, how about a tool that tells you based on the contents of their message?

Instead of spending time searching for the answers to questions, how about quickly assigning it to someone who knows?

Instead of spending time pulling client requests out of an email thread and briefing colleagues, how about a tool in which tasks and actions can be created and assigned to team members?

Instead of spending time writing updates to clients as their requests progress, how about a tool that automatically sends them an update?

These are all features we (Luma) provide. At our core is the principle of email, but layered within a social technology specifically built for the agency workplace.

The McKinsey research suggests social technology could reduce the amount of time you spend answering emails by 30%. Time spent searching for and gathering information could be cut by 35%.

Think of all the additional time that would leave you with to focus on higher-value work.

Now, let us ask you again, why are you still using email for client communication?

Not sure? Nope, neither are we.