It pays to think twice before pressing 'send'

Picture / Dean Purcell

Like faxes, letters and phone calls, email communications can go drastically wrong. However, the electronic nature of email means the consequences of email error is far-reaching. And it's no good taking it out on your computer - user error is always the cause.

In 1997, the manager of an Auckland organisation sat plotting ways to get rid of an employee. The manager enlisted the help of a colleague and sent them an email describing some of the micro-management techniques that might be used to "encourage" the unwanted employee to resign. The manager sent the email to the accomplice colleague but it was also inadvertently copied to the subject of these machinations. The manager resigned and the targeted employee won $30,000 in compensation for emotional trauma.

In another example, a software developer was asked to explain why a particular customer could not access parts of a computer program. The developer sent a long explanation by email which included the sentiment that the customer probably lacked the technical knowledge. Unfortunately, the reseller failed to read to the bottom of the email and forwarded it on to the customer - who was naturally incensed at the suggestion of technical incompetence.

In a final example, a key account manager emailed a complaint to an internal colleague about the character of a customer. This may have been perfectly harmless if the internal colleague had not been in the process of negotiating employment with a competitive organisation. The colleague copied the email to the customer and asked the customer to move to the competitive organisation with him. This happened, and the former account manager faced disciplinary procedures.

So how can people become savvier about email communication? Is it a just a technology issue requiring tailored training, or a communications issue requiring discipline and adherence to company email policies?

It's a bit of both. Many older employees - and this includes CEOs - won't admit they only know the basics of their email software and haven't a clue how to remove an address from a mail list or to prevent an email recipient from being able to see other recipients. For these users, email software training is crucial to their ability to follow company email policies.

The second requirement, personal discipline and adherence to email policy, requires the employing business to set up adequate policies and enforce them in the first place - often easier said than done.

With spam on the rampage and email communications now admissible in legal proceedings, the need to sharpen up email practices to guard against intellectual property loss, security breaches or personal and professional misunderstanding has probably never been greater.

For email users

* If the email is important and you don't get a reply signifying its arrival, send another to ask if the first was received. If you get no response, then call. Emails do not always arrive or may be opened by someone other than the person they were sent to.

* Always re-read an email and consider its emotional tone before you send it. Ambiguities can be relationship destroyers.

* Correct spelling and grammar mistakes.

* Access the CC: function in your email client and the Blind CC (BCC) function to ensure you are not copying the email inadvertently.

* If you want to send a large email attachment such as a photo, graphic, slide show or PDF file, first contact the recipient and ask if they have a broadband connection. If not, they may not want the file, or may request it be sent compressed.

* Always read to the bottom of an email you have received before forwarding it on.

For employers

* Take email addresses off mass mailing lists when a person leaves the organisation or group, or if they request that their address be removed. This is particularly important if the request to be removed comes from a customer.

* Set up email use and security policies and create email bans or supervised email access for employees who breach those policies. You can also re-route an employee's incoming and outgoing email through your email inbox to check its content.

* Keep anti-virus software up to date and make sure it scans incoming email and its attachments. Staff should be instructed not to open attachments from foreign addresses, and to delete all spam without opening it.

* Make it a policy that for highly sensitive information, staff use a secure email service, encryption software or call or meet with the recipient to discuss the information instead.