Message Handling Time
Message handling time is the total time someone spends reading, triaging, and drafting replies to messages across all of their communication channels.
How it works
It covers the full cycle of dealing with a message, not just replying to it: noticing it, deciding whether and how urgently to respond, and composing the reply. Someone can have a fast average response time and still lose hours a day to message handling time, if triage and drafting themselves are slow.
How it differs from adjacent concepts
It differs from response time or SLA metrics, which measure how quickly a reply goes out after a message arrives - a latency measure, not an effort measure. It also differs from general screen time, which includes time on channels unrelated to correspondence.
Where Twintual fits
Reducing message handling time is the productivity case Twintual makes to operations teams, executive assistants, and customer-facing teams: less time spent reading and triaging by consolidating channels into one layer, and less time spent drafting because a communication twin produces a starting draft instead of a blank page.
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