Email

7. Problems with Email

Email provides many benefits, but it can also create problems. Setting up, and enforcing, an email policy is essential (see An email policy for your employees).

7.1 Normal business sense and tact often get lost in email messages, because the medium is so easy and quick to use.

• Train users to regard an email as being as important as a letter.
• Make sure users adopt the right tone and avoid inappropriate remarks or jokes.
• Think and consider every message, before dashing off a quick reply.

7.2 Files attached to emails can contain viruses that could damage your computer system.

• Always install virus-checking software on your computer or, if you are using a network email system, on the server.
• Keep your virus detector up to date with details of new viruses by installing updates from the virus-checker manufacturers.
• Simple text messages present no danger, but viruses can be hidden inside attachment files. No attachment should ever be opened without being virus-checked, especially if it comes from an unfamiliar source.

7.3 Unwanted or unsolicited email messages - spam - waste time, slow up communication links and are annoying.

• Use anti-spam software to delete most unsolicited messages automatically. You can use an external anti-spam and anti-virus service (such as Email Systems or MessageLabs). This keeps spam and viruses out of your network completely so your computers do not have to waste time and resources processing them.
• Do not give out your email address in newsgroups or mailing lists.
• Before subscribing to online newsletters, check their policies on the re-sale of lists.

7.4 Too many messages can quickly lead to information overload.

• Allocate a certain amount of time per day for handling email. Do not let your email inbox overflow or become cluttered.
• Users must resist the temptation to check their email many times per hour.
• Most programs provide filters that allow you to sort emails automatically according to addressee, sender or topic.
• 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.