Email, Calendars and Instant Messaging

3. Email Management, Security and Privacy

There are a number of management, security and privacy issues you should be aware of when using email in your business.

3.1 Emails are usually sent across the internet in plain text. This means they could be intercepted and read.

• The risk is small, but you should use encryption to scramble sensitive data before you send it by email.
• Many email packages allow you to encrypt emails.
• Never ask customers to send sensitive details (like credit card numbers) by email.

3.2 Email is a common source of computer virus infections.

• You should scan all incoming and outgoing emails for security threats.
• Be particularly wary of emails with attachments, if the attachment was unexpected. Do not open suspect attachments.

3.3 Although it is an excellent communication medium, email can be a distraction.

• Make sure employees do not feel they have to reply to every email as soon as it arrives.
• Encourage employees to close down their email software when they have an important task to complete.
• If there is a long or complex message that needs investigation before you can give a proper answer, do not just leave it. Take a few seconds to acknowledge receipt and let the sender know you will reply as soon as possible.

3.4 Employees may use the email you provide for personal or inappropriate messages.

• Set clear boundaries for what level of personal use is acceptable. For instance, you may permit employees to send personal messages when they are on breaks.
• Some emails contain objectionable content which could offend members of staff. Make sure you have clear guidelines covering the forwarding of messages with questionable content.
• Set up and enforce an email policy.