WORKPLACE LAW - Email Employer
Question:
I own a mid-size company in Salinas. One of my customers recently complained about emails he received from my company, and he sent me copies of the emails that he received from my employees. I was appalled at the unprofessional tone of these emails, as well as spelling errors. How do I correct this problem?
Answer:
Your question raises two issues relating to communication by email. First, most employers should adopt a technology use policy, which includes guidelines for permissible email use in your business. The second issue involves email etiquette, sometimes called “netiquette.”
If you do not already have a technology use policy for your business, you should consider adopting one. Although your question specifically addresses the use of email, a technology use policy can also address use of other company equipment, including computers, hardware, software, telephones, voicemail, fax machines, and copiers. Depending on the type of business you own, your technology use policy might contain the following:
- An explanation that the computers, phone systems, and other technology equipment are company property, and your company has a right to monitor technology use and retrieve email and voicemail.
- Guidelines defining the permissible use of company equipment, including email. For example, can your employees use email and the internet for personal reasons or is use limited to conducting company business?
- An explanation of improper use of equipment and email.
- A statement that employees may not send messages that violate the company’s policy against harassment and discrimination, are offensive to any person, or violate the law. Generally, the emails your employees send and receive may be evidence in the event of a lawsuit involving your company.
- A warning to employees that their email is not private and can be accessed by your company at any time in the company’s discretion. Inform your employees that they have no expectation of privacy in their email or voicemail messages.
- A statement prohibiting the disclosure of confidential information, trade secrets, or other proprietary information belonging to the company or your customers.
- An explanation of appropriate and acceptable internet access and use depending upon your company’s policies and practices.
- A statement regarding the retention of email messages and other internet use records.
A well-drafted policy, communicated clearly to your employees, can help your employees convey a professional image, and may protect your company from liability for employee misuse of email.
The second part of your question relates to email use and protocol. Because email is perceived to be more informal than professional correspondence, some employees lapse into an informal tone in their communications. This can be very detrimental to your business, and it is important to adopt a policy and convey to your employees that their email correspondence must be professional, just like a hard copy letter.
The following use and netiquette rules may be included in your policy:
- Be concise.
- Answer the question posed.
- Use proper spelling, grammar, and punctuation. Use the spell check feature.
- Proofread your email before you hit send.
- Do not send an email in all uppercase letters. Writing words in uppercase letters is the equivalent of shouting at someone.
- In most cases, include the prior email, called the message thread.
- Use gender-neutral language in your emails.
- Do not use abbreviations.
- Remember that your email is not private.
- Include a disclaimer stating that the email is intended to be received by the addressee, and giving a name and phone number to contact if the email is transmitted to the wrong person in error.
- Include an “e-signature” with your name, title, and email address.
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