Stephen Ullstrom

May 1, 2019

Using Triage to Shorten an Index

Cutting an index to fit a tight space limitation is never fun. At least, I do not enjoy it.

By cutting, I mean shortening the index beyond what I think the index should be. Editing may lengthen or shorten the index, depending on what needs to be done to make the index its best self, while cutting is simply about removing to fit an external standard.

Yet, I think cutting an index can still be done well. The final index may not be ideal, but it can still be elegant and appear as a coherent whole. To do this, I have developed a form of triage to guide how I cut.

The word triage comes from the medical world, and refers to making treatment decisions in situations of insufficient time or resources. In a way, triage is heartbreaking because it means that not everyone will receive treatment or treatment in a timely manner, yet it is effective because it forces the medical personnel to start with the patients for whom they can make the biggest impact.

For an index, my goal is to deliver the best index I can by using the most judicious cuts. Which cuts shorten the most while impacting the quality of the index the least? To do this, here are five strategies and considerations I keep in mind.

1) Identify What Needs to be Kept

This step seems counterintuitive because the goal of cutting, after all, is to remove. Yet I still think it is important that the core entries remain largely intact. I want the reader to still get a broad overview of the book from the index. This means identifying the metatopic entries and supermain headings, which cover the main points of the book. Once I have identified these, I may combine or shorten a few subheadings here and there, but mostly I cut around them.

2) Remove Subheadings

I do not like long strings of undifferentiated locators or mixing subheadings with unruly locators, but I will make exceptions to cut an index as subheadings do take up space. My usual bar for when to add subheadings is six or more locators, but if I need to cut I will raise the bar to say ten locators. I will also remove subheadings for less important entries, as a tradeoff for keeping subheadings for my core entries.

3) Eliminate Multiple Entry Points

One of the hallmarks of a good index is that a reader can find the same information in two or more ways. When I cut, I see multiple entry points as a luxury. My goal is to still have at least one entry point for each piece of information, but I will look for ways to cut out repetition. The main way I do this is to remove double-posts. If information is presented as both a main heading and a subheading, I may choose one or the other. I may also use more cross-references to compensate, if it seems like the cross-reference will take up less space.

4) Raise the Bar for Passing Mentions

Another strategy I use is to raise the bar for what I consider to be passing mentions. I actually start thinking about this before I edit the index. If I create an entry that I think I might be willing to cut, I label it so that it is easy to later find. You may ask, why not just cut if the entry is borderline? I would say that there are degrees of passing mentions, and what may be irrelevant to one person is valuable to another. So I tend to err on being inclusive, while recognizing that I may need to change my standard in order to cut.

5) Be Consistent

Regardless of which strategies I employ, I try to be consistent across the index. If I am cutting an entry from a certain type or level of entry, for example, I try to do the same for all entries of that type or level. I do not want the cuts to appear random or for a reader to say, Why is this entry included but not that? I know that a cut index is full of holes, but at least by being consistent I hope to mask the damage and make it appear that the index was still deliberately and thoughtfully made.

Ultimately, cutting an index is about tradeoffs. What gets to stay and what needs to go? These are not always easy decisions, especially if the cuts occur after careful editing. Still, with some planning, I think a decent index can still emerge. The index may not be great, but it can at least still be okay and still serve the reader as best it can.

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April 24, 2019

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by Stephen

The Power to Reveal and Conceal in an Index

Indexers hold great power, more than I think we often realize. Since the index we write will serve as a major entry point into the text for readers, we have a lot of influence over what readers find and how.

I first came to this realization a few years ago through my work indexing books on Indigenous topics. In Canada, where I live, these topics can be quite emotionally and politically charged, since as a nation we are still coming to terms with the legacy of colonialism. When working on such material, I am conscious that these are not my stories to tell. I do not fully understand these issues from the point of view of the Indigenous communities and individuals. Yet as the indexer, I have to somehow decide how best to present the information.

One common claim by indexers is that the index needs to reflect the text, which is another way to say that the index needs to be objective. I agree that the index should be as objective as possible. Yet indexers also acknowledge that no two indexers will ever create the same index. The index is a subjective document, filtered through the indexer’s understanding of the text and preferred indexing practices. To be an ethical indexer, I think we need to consider and be aware of the different ways in which we can shape the index, particularly in how we can reveal or conceal information.

So, what are some ways in which this can happen?

The simplest way this happens is from me reading the text and making a decision about what I read. Is this detail or discussion important enough to be included in the index? Do I think there might be a reader who will want to find this information? To be objective, I have to be careful not to let personal bias or ignorance colour my decisions.

Next, let’s consider when I have chosen to index a certain discussion in the text. I can choose to highlight that discussion in a number of ways. I could use subheadings, for example, to both provide more information to the reader about the discussion, as well as to make the entry physically larger than surrounding entries, making the entry stand out. If there are a number of possible terms for the discussion, I can choose one that readers are likely to know and use and provide cross-references from the other terms. If the discussion is found in a subheading, I have try to have that subheading sort to the top of the entry to be more visible.

Conversely, I can choose not to use subheadings, even if there are enough locators to warrant them. I could also use a less common term as the main heading, and not use cross-references or double-posts to provide multiple entry points. I could also bury a subheading in the middle or at the bottom of an entry, or use vague wording to obscure the meaning. In all these cases, a reader can still find the discussion in the index, but the discussion is much less noticeable. Of course, I could also choose to not create an entry, thereby omitting the discussion.

In a best case scenario, when there is no line or page limit for the index, we can make sure that most, if not all, of the information in the text is clearly present in the index. But I think it is important to recognize that if there is not enough space, then the indexer may be forced to cut or obscure information out of necessity to make the index fit. This is not ideal, and while more can be said, I do have a triage process in order to identify what is most important to keep in the index and what can be cut or reduced.

To give an example of how our decisions can affect the index, a few years ago I indexed the memoir of an Indigenous politician who described, alongside his many accomplishments, his struggles with alcoholism, depression, infidelities, and being sexually assaulted in residential school. It was quite a candid account, and I created headings and subheadings for these difficult topics, where I thought appropriate, in order to reflect the text. The publisher disagreed, and either removed the subheadings or folded these into a single subheading called “personal problems.”

The first reason the publisher gave was space, which, while I did not like it, I could at least accept. The second reason, though, was that the publisher did not want to make the author look bad. I disagreed, thinking that these changes whitewashed the issues and if the author was so candid, why not the index? It seemed that the priorities of the publisher were obscuring entry points into the text, which drove home for me this idea of revelation and concealment in an index.

In the end, the index was published as the publisher wanted. In hindsight, maybe they were right, though I am thinking more about other victims who might have found the entries to be triggering than I am thinking about the author’s reputation. My point here is not to say that I was right and the publisher wrong, because I think handling sensitive information in an index is complicated and I am willing to accept that I was not entirely right. I am sharing this story instead to show how easily indexing decisions can affect how information is transmitted in an index. Our choices as indexers (and editors of indexes) do have consequences. While we cannot always write the index we want, due to external factors, we can still be mindful about the choices we make, and choose to reveal instead of hide.

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April 21, 2019

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by Stephen

Easter Break

A blessed Easter to all of you celebrating this Sunday, or if you are simply enjoying the long weekend.

And a blessed Holy Week and Pascha if you, like myself, will be celebrating next Sunday according to the Julian calendar.

Given the festivities, I have decided to not blog on these next two Mondays. I will still post about indexing on Wednesdays, as those posts are already written, and I will look forward to blogging again in a few weeks.

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April 17, 2019

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by Stephen

Index Entries, Reconsidered

First, a definition. An entry, sometimes also called an entry array, is a single unit comprised of the main heading and everything that goes with it, which can include subheadings, locators, and cross-references. It is complete unto itself.

Yet though complete unto itself, a single entry is not an index. An index, rather, is formed by multiple entries—often hundreds or even thousands of entries—placed together. It is this unity out of many that allows an index to point readers towards so many different pieces of information in the text.

To succeed in its function, an entry needs to be clearly written. The user of the index should understand exactly what they can expect to find if they go to where the entry points. Subheadings and cross-references are tools that can be used to achieve this clarity.

The entry also needs to contain the sum total of everything the reader needs to know about that specific subject. There is no ideal length for an entry, so long as the entry contains everything it needs. Each entry will be unique.

Having said that, since an index consists of entries in aggregate, there should be consistency in how entries are written and formatted. Subheadings should be written in a similar style and used for similar reasons, for example. Exceptions can exist, so that each entry can be the best that it can be, but overall there should be a sense of unity to the index, which stems from the entries working together.

It is also important to recognize that not all entries are equal. Metatopic and supermain heading entries, for example, will likely be expansive, reflecting the role of those topics in the text. Regular main headings and other lesser details will likely have simpler entries. If index length is an issue, some entries may have to be prioritized over others, by way of elimination or brevity.

An entry is quite elemental and basic to the index; it hardly seems worth talking about. Yet it is also the building block out of which the index is constructed. It is possible to write a poorly written entry, which obscures and confuses rather than illumines, which in turn will lead to a mediocre index. So I think it is worth asking, what makes a good entry? Get the basics right, and the rest of the index will follow.

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April 14, 2019

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by Stephen

Mastery Before Speed

I have been reminding myself recently to not get frustrated over my slow progress writing fiction.

It has been a dream of mine since I was a kid to be a writer. In grade four I managed to turn a two-page story assignment into an epic that was at least ten pages long. I am not sure now if it was ever finished, as I remember hiding on the top floor of our house the morning it was due in a frantic last-minute attempt to finish.

Yet I have to remind myself that I still have a lot to learn about how to tell a good story, and that I do have a day job, after all. I am not going to publish a book overnight.

And yet, I get frustrated.

If I can lean into the frustration, though, it is a good opportunity to focus on mastery.

The need for mastery was first drilled into me my first summer tree planting. Tree planters are paid by the tree, and since prices averaged ten or eleven cents, it was in our best interest to plant fast. Yet speed without proper technique (by which my foreman meant planting a tree in a single fluid motion before striding three steps to plant the next tree) and the ability to read the ground (to find the best spot to plant the tree in) isn’t really speed. Sure, you’d be faster than someone who was slow and had poor technique, but the best combination was technique first and then speed.

I see this too with indexing, both in my own career and in some of the new indexers I talk to. Since freelancing is (usually) for employment and income—and for some people, they do not have a backup source of income—speed is often seen as key to success. But attempting to go fast without mastering the basics is usually going to lead to greater stress and more time wasted trying to fix errors made in haste. I do believe that newer indexers are capable to writing great indexes—it is just going to take a little longer, most likely, and that is okay. Taking the time is part of making a new skill second nature.

Bringing this back to writing, part of my frustration is that I can see that I have a much higher mastery of indexing relative to writing fiction. This makes sense, because I have spent most of the last nine years focused on indexing. I realize that I need to put the same time and focus into writing as well. And yet I wish I could just transfer mastery from one domain to another and bypass the work. Especially as making time for writing is, well, another issue.

Still, mastery before speed.

I have to keep reminding myself of this order. I can see how it got me through tree planting and then indexing. Now, I need to put in my time with writing, to accept this time of learning the craft and becoming grounded in the basics. Speed will come soon enough.

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April 10, 2019

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by Stephen

Choosing Appropriate Depth for an Index

Early in my indexing career I indexed a gardening book. In trying to follow the principle of specificity, I decided to create an entry for each tool which was discussed within a brief section on gardening tools. In her review, the client, who was also the managing editor for the book, commented that a single entry for gardening tools would have been sufficient. I can’t remember now, but she might have changed the index to reflect her point of view.

Regardless of who was right (I am willing to believe she was), this feedback alerted me to the issue of depth in an index. By depth I mean that there can be different layers in an index, which often reflects the types of information in the book, and which exists in a continuum from general or broad information to more and more detailed. The question is, which layers should be included in the index and which can be left out.

Conceptualizing Depth

Let’s look at a couple of examples of how depth can manifest.

The first, as mentioned, is to consider the different types of information in the text. For example, a book on transportation might have the following layers:

transportation (metatopic)
motor regulations (main topic)
taxies (subtopic)
Yellow Cab Company (example)
Jean the Taxi Driver (example/passing mention)

Each of these provides a different point of view and point of entry to the subject. An index should probably have entries for most, if not all, of these levels.

Depth can also be shown through the use of subheadings and cross-references. In the following example, the subheading and cross-reference reveal a set of relationships, at least one of which is clearly hierarchical.

motor regulations: taxies. See also Yellow Cab Company

Finding the Sweet Spot

The opposite of depth is a flat index, which I think is rarely helpful for the reader. By flat, I mean an index with no or very few subheadings, which means relationships are not indicated. Most terms also seem to come from the same level, likely on the upper, conceptual end, and subtopics and examples may not be present. While such an index gives a broad sense of the book, it does not facilitate more precise searching and much of the text remains opaque or hidden.

Yet, it may not be appropriate to include every level in the index. For the gardening index I wrote, the client clearly thought that having individual entries for each tool was a step too deep. It was enough to have a single, more general entry for tools. Going deep in this instance likely bloated the index.

We can also question if the uppermost level—the metatopic—should be included in the index, or at least whether the metatopic entry should be prominent. The metatopic entry can often serve as a signpost to direct readers through the index, and while this can be helpful in many books it is not true for all. To use gardening again as an example, many gardening books clearly state the metatopic on the front cover and the reader likely has a clear idea of what they want to find. Signposting from the metatopic, while possible, is probably not necessary, and so that top level can be eliminated or reduced.

In a way, depth in an index is about finding the sweet spot between too general and too detailed. It is about finding the right amount of detail with which to communicate to the reader.

Tips for Choosing Appropriate Depth

So, how do we decide which layers to include?

One way is to consider the audience. I think most scholarly indexes should be deep, reflecting the level of thought that scholars put into their work. Readers of trade books, on the other hand, may not want to spend as much time searching in the index. For them, more general entries may be sufficient, leaving the reader to discover the finer details on their own.

We can also consider how the item is discussed in the text, as well as how the audience might perceive the information. If we can understand how that piece relates to its context, it can be easier to see its relative importance.

A last consideration is space. If there is a page or line limit for the index, then a decision will have to made about which entries to keep and which to cut. In this situation, I usually skew towards a shallower index, cutting out more specific detail so that at least the reader can get a broad overview of the book from the index.

In the end, decisions about depth will probably involve all three of these aspects. Trade-offs may have to be made, and clients or other indexers may have different opinion about what is appropriate. But I think these decisions will be easier if we can see and understand depth in an index, including how we can manipulate depth and how depth affects the index and the readers’ experience.

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April 7, 2019

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by Stephen

Cross-Training for Freelancers

Photo by Thomas Schweighofer on Unsplash

In her book Ten Characteristics of Quality Indexes, Margie Towery recommends taking a nap as a way to boost concentration and attention. Other suggestions include going for a walk, meditation, or yoga. As she puts it, “the trick is to be aware of when your productivity is suffering and then be proactive in finding a remedy.”

This is excellent advice, and one I have been thinking more about recently. While indexing forms the bulk of my work, it is not practical for me to be working all of the time. How I choose to spend my time outside of work can also have an impact on my work hours.

I am starting to think as some of these other activities as cross-training. This is a concept from sports, in which the athlete trains in two different sports in order to improve overall fitness. The role of the second sport is to support the first. As an indexer I am using my mind and I also do a lot of sitting. So when I think about cross-training, I am looking for ways to both either rest or use my mind in a different way, and to also get out of my chair.

Since the New Year, I have been taking part in a noon-hour circuit training class at the YMCA three days a week. It is 45 minutes of rotating through a series of exercises, which usually results in a full body workout. I have been finding these classes helpful for my indexing in a number of ways:

Being at noon, and combined with lunch, they provide a good midday break. I find afternoons more enjoyable and, I think, more productive.
I think I do feel more alert when I am physically fit.
Going to the gym provides a bit of social interaction in a day when I am otherwise working alone. There are some other regulars at these classes too.
If I am having a bad morning, working out removes me from the situation and gives me a chance to reset and start over in the afternoon.
Psychologically, pushing my physical limits in the gym helps me to push past mental blocks I face indexing. Working out provides a boost of confidence that I can transfer to my working life. This is the reason that provides the most incentive when I don’t really want to go.

I also read a lot outside of work for my own enjoyment. This surprises some people, but I do enjoy fiction and have other interests I want to keep on top of. I am also a periodic knitter, which I do partly to engage my brain in a different way. In my ideal world, I would also have access to a sauna, where I could relax and let my mind drift.

I think there are plenty of options for cross-training as a freelancer. The trick is to find something that is enjoyable and rejuvenating, to keep us focused during the hours when we are working. Because who wants to work all the time? More to the point, who is capable of working all of the time without burning out? Not me, certainly. And so I look to see how else I can use my time.

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March 28, 2019

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by Stephen

Five Steps to Writing an Excellent Index

Happy National Indexing Day!

This is a celebration started in the UK by the Society of Indexers and is starting to spread around the world. From across the pond in Canada, I thought I would join in the fun too.

The question I get the most from non-indexers is, how is the index written? Though people are often enthusiastic about using indexes, the actual writing process remains mysterious. You don’t have to read the whole book, do you? That sounds like work.

Well, yes, the whole book needs to be read, and today, in honour of indexes everywhere, I would like to share the five steps to writing an excellent index.

Step 1: Lay the Ground Rules

Indexes are governed by conventions. You might be able to tell that from the alphabetical ordering of entries and by how neatly indexes are arranged in columns. The twist is that there are different conventions to choose from. Since changing conventions mid-process can cause all sorts of pain and anguish—chiefly from the tedium of having to go back and change what was previously done—it is best to decide from the start which conventions you want to use. So,

Run-in format or indented format?
Letter-by-letter alphabetical sorting or word-by-word sorting?
Should page ranges be abbreviated, and if so, how?
Should figures, tables, and other illustrations be indicated in some way, and if so, how?
How will cross-references be formatted?

These are the main conventions that you should establish from the start. It often does not matter which you choose so long as you are consistent.

Step 2: Read the Book

This step may seem obvious, but then again, many people seem to assume that indexing can be automated by a computer. Yes, you do need to read the book, every single word, from cover to cover. So far humans are better than computers at pulling out implicit arguments and references, at discerning relevance, and at understanding how the index should be written to meet the needs of different audiences. An index should be more than a list of keywords.

Step 3: Create the Index Entries

The next step, once the text is read, is to create the actual entries that will be in the index. There is no right or wrong way to do this, so long as terms are selected and written down with page numbers (or other locators) to direct readers to the information.

I usually create entries as I read the text, so I will read a paragraph or a page, write down the entries that I see, and then move on. This approach does take practice, however, and it helps to already have a sense for what the final index should look like. If you are new to indexing, I suggest a second approach, which is what I used in the first few years of my career.

In this second approach, mark up the text as you read but don’t worry about making the entries, yet. You can do this on hard copy or on a PDF. The goal is to highlight, underline, circle, scribble in the margins, and otherwise identify potential entries. Once you have marked up a significant chunk of text, which could be a chapter or the whole book, then go back, review the entries you have identified, and write down the entries in the index that you still agree with. This method works because by marking up the text first, you can more easily see the context that your entries exist in, which can provide clues for what is important and for how to structure the index, such as determining which terms should have subheadings.

Step 4: Edit the Index

Once you have completed the hard work of reading the book and creating the index entries, the index needs to be edited. You may realize in hindsight that some entries are missing or should be fleshed out. Conversely, you may realize that some entries are not relevant after all and should be removed. Some entries with long strings of page numbers may need subheadings to provide clarity. Or maybe cross-references need to be added to help guide the reader. At the very least, proofreading for spelling, punctuation, and grammar is always a good idea. An index is most useful if it is easy to read and navigate, and if it points to relevant information. A thorough edit should ensure that this is true.

Step 5: Solicit and Incorporate Feedback

So far writing the index has been a solitary endeavour. But you are, after all, writing the index for your readers, so you want to make sure that your index can be used and understand by others. If you are an author writing the index yourself, send the index to beta readers and get their feedback. If you are an indexer, send the index to the author or to the editor or publisher. Thoughtful feedback will likely improve the index, so don’t be afraid to ask for a second opinion. Based on the feedback you receive, revise the index as needed.

So there you go, the five steps to writing an index. This is what every indexer does, in one form or another, often behind the scenes. It is a process that requires time and, yes, work.

So happy indexing, everyone! Here’s to excellent indexes in every nonfiction book.

This five step process is adapted from my free mini course, Indexing Decoded. If you would like to learn more about how to index, you can learn more and register by clicking on this link.

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March 24, 2019

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by Stephen

Why Hire an Indexer?

A couple of months ago I wrote a free email course on indexing. It provides an overview for how to write an index, from start to finish, as well as pointers for what makes an excellent index.

When I first announced this project, I got a few puzzled reactions. One friend commented, “That is either a great idea or you are completely undercutting yourself.” I understand what he is getting at. My work as a professional indexer depends on authors and publishers hiring me. Why give people the tools they need to avoid hiring me or another professional indexer?

This also raises the question of why pay? While I recognize that there will be a subset of authors and publishers who will not want to hire an indexer no matter what (these are some of the people I hope to reach with my course), I also believe that there are at least three good reasons for hiring a professional. These are not specific to indexing, as I also consider these factors if I need to hire an accountant, mechanic, or plumber, for example. But I think these are still worth being reminded of all the same.

Expertise

The reason I most hear from other indexers and indexing societies is that the professional has the expertise. Most indexers have received specialized training, usually through a course, and have years of experience. This is certainly an important reason. I have been indexing books since 2011, for example, and have written over two hundred indexes. I believe that someone indexing for the first time can certainly learn, but they will not have this body of experience. Unless one plans on indexing several books, it might just be easier to hire someone than to struggle through the learning curve.

Interest

Another reason for hiring a professional, which I also think is important, is that of interest. There are many tasks that I could do, but I am just not that interested in them. Doing my own car repairs would fall in this category. Lack of interest can make a task seem tedious, and will probably make procrastination much more likely. If indexing feels like a chore, maybe delegate it instead and spend your time more productively on something else.

Time

This leads us to what I think is the most compelling reason for hiring a professional, which is to buy time. I spend about twenty hours, on average, writing an index (length and complexity of the book are the main variables). If you hire me, you are not just buying my time, but you are also buying yourself time to do something else. Ideally, you will spend that time doing what you are an expert in, which will maximize the value that you present to the world.

What Does Hiring an Indexer Enable?

Ultimately, the question is, what does hiring an indexer, or any other professional, enable? Yes, hiring an indexer can be expensive. You may have fears that the job will be poorly done. You may feel like you don’t have time to find an indexer. But if you did hire an indexer, what could you be doing instead? Answer this question, decide which of the two—writing the index yourself or doing that other thing—adds more value to your work, and you might have your answer for whether or not to hire a professional.

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March 17, 2019

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by Stephen

Mindful Communication with Clients

I do not check email in the morning.

Depending on the day, I either first check around 12:30 pm or 1:30 pm and respond to what I can within half an hour, though I often don’t need that much time. I then check again around 5 or 5:30 pm, though I have to admit that as the afternoon wears on, it can get harder and harder not to check in the interim. Especially if I am expecting a reply from someone.

This is a new practice I have been cultivating over the last couple of months. The purpose is to spend the hours reserved for work actually focused on my work, instead of being distracted by emails that may or may not (mostly not, in my experience) need an immediate reply. So far this has been a positive experience. If clients have noticed, they have yet to comment or complain. The biggest change has been in myself.

I had previously noticed, when I would check email first thing in the morning and then continue to check every hour or couple of hours, that my motivation for checking email was often a mixture of boredom and anxiety. I would feel bored with my task and the prospect of a shiny new email was enticing. I would feel anxious about my task or about something coming up in the future and checking email was a way to avoid the anxiety. More often than not, my inbox would be empty or only contain junk mail or other messages that could be easily left for later, and so I would have to return to my task, only this time with my attention fractured. It would then take additional time to get back into the task, which meant I would often accomplish less in the day than I wanted, which often led to more anxiety. The more I checked, the more fractured my attention seemed to get and the harder it would be to return to my work. While email is still my preferred form of communication (my phone is usually on vibrate and out of sight in my bag), I came to realize that the way I was using email was not actually helping me, either with my work or with my mental health.

Nowadays, I can still get bored or anxious with a specific task. I am still tempted to check email as a temporary balm. These are separate issues not directly tied to email. I also find that I am often much happier in the mornings because I have the time to myself and I can focus without fear of being interrupted. Afternoons can be more difficult, in part from simply getting tired as the day wears on, but if I can stick to my email schedule and temporarily forget again that email exists, the afternoon can also be quite focused and productive. While I still need to find ways to manage anxiety and boredom, at least I am not escalating those issues through mindless email checking.

But what about responding to clients in a timely manner? What about missing out on possibly work opportunities? In talking to other freelancers, this seems a common concern. I have heard some say that they try to reply to emails within five minutes of receipt. If that was me, I do not think I would get any work done, as for me focus seems to be all or nothing. And so I want to push back a bit on this expectation of instant communication.

Most of my work comes from repeat clients and I have found that they are usually willing to wait a few hours for a response. I still try to reply within the same day. I do get some queries from new clients, some of whom I know are contacting multiple freelancers at once. I probably have lost some work from these people due to a slower response, and I am okay with that. These account for a small percentage of my work, and for me the improved focus, productivity, and sense of well being outweighs the lost projects.

I have also realized that I don’t actually get very many emails in a day that require an immediate, or any, response. Most emails I receive are newsletters, notifications, or from listservs, all of which may have some value but are hardly critical. I am not adding value to my day by frequently checking these types of emails.

It has also been important for me to realize that my work is valuable and deserves to be protected. This is both for my own sake, so that I can complete projects on time with less stress, and also for my clients, because I think that my work is better if I am less distracted. This is understanding that communication is a tool in service of the work rather than the work itself.

I realize, of course, that my email schedule will not work for everyone. New freelancers, especially, who are trying to book every project they can, may want to check more frequently. But even with more frequent checking, I think it is possible to be more mindful about how we communicate and how communication impacts and intersects with the rest of our work. Perhaps less and higher quality communication will actually help us serve our clients better, as well as keep ourselves more focused and engaged in what we do.