Distracting email levels

Picture / Dean Purcell

Email may be a work tool in a global marketplace, but it can also create hassles, especially if you are one of the people who has 100 messages or more appear in your inbox each day.

Email overuse problems are just the latest in a long stream of difficulties new technology presents for employers, says David Lowe, the employment services manager for the Employers' and Manufacturers' Association Northern.

Personal use of telephones presented a similar dilemma many years ago.

Most employers tolerate a level of personal use as long as the job is getting done. They expect staff to use common sense about what is reasonable.

Insurer IAG New Zealand, which encompasses the State and NZI brands, introduces employees to its technology services usage policy and code of conduct in a new staff member's induction.

Employees are made aware that all computer systems can be monitored for the company's protection, IAG investigations and security officer Paul Hurrell says.

The policy allows "reasonable" personal use and gives examples of inappropriate use.

Some issues around email are the string below a note being replied to or forwarded and the use of company logos in an automatic signature.

"There's also a cost to this in terms of attachments, traffic and size of files," Lowe says.

"Most importantly, employers should have a policy in place which they can fall back on if it truly gets out of hand."

It should not be too prescriptive, rather using words such as "where management believes email use is excessive, this is what will follow."

Practically, the main thing is to talk about it with staff. Steps can include putting systems in place to limit file sizes and education about what the email system can and can't do is important, especially with such common mistakes as "reply to all" being used in error.

For instance, automatic signatures can be turned off so a logo doesn't accompany personal mail and the system can cut out the previous message or string of notes when reply is being used.

IT personnel can install filters so spam and advertising don't clog inboxes.

Companies can set up an intranet site where staff can post things they wish to share with colleagues.

IAG has such a site and information for staff is posted there for a number of days and then accessible in search mode, Hurrell says.

For people who receive a large amount of daily email, Lowe suggests talking to colleagues politely about unnecessary messages.

It's common for people to send an email instead of walking across the room to a colleague for a chat. IAG promotes visiting colleagues in the same building rather than sending a message as part of its health and wellness policy and its sustainability policy.

A personal conversation or picking up the telephone can also avoid any misunderstandings when complicated issues or concepts are being discussed.

Firms can set up a generic group email address for bookings, orders, purchases and registration, something which a website can also take care of automatically to reduce email.

The insurance claims centres at IAG have group addresses which someone administers - it saves others being inundated with messages.

Another problem can be the sheer number of emails awaiting someone returning from holiday.

So ask a colleague to clear the inbox and delete messages or have emails automatically forwarded. Plus, ensure a good out-of-office message is generated.

Sometimes the only way to limit the impact of email is to periodically turn it off.

"It's human nature - we are so curious that if we know there is an email in the inbox we have to open it, and then we have to reply or forward it," says Marty Verry, the managing director of e-business research portal i-Start.co.nz.

He downloads his emails when it suits him, instead of having individual emails being delivered as they are sent.

"It's all about getting a clear run at things instead of getting interrupted by technology," he says.

"Imagine if a real postie was delivering as many physical letters into the in-tray on someone's desk, the constant interruption would be counter-productive."