Instant Messaging

SamanthaQ

We are a financial institution and have opened up to our staff the capability to "internally" instant message one another through Lotus Notes. It seems to work well in many cases, however, as of recent we had an issue.

We recently had two tellers at different branches use the Instant Messaging to converse about a work situation and how one felt she was treated unfairly because she accepted a position at a specific location and misunderstood because she really didn't want to go to that location. She thought she would get a different location because of her seniority (not sure where that came from). The conversation complains about how branch managers never get back to them on questions in a timely manner and there's some negativity about other co-worker's. This instant messaging session was pretty much all day (9-3pm).

Any thoughts on this? We have an acceptable use policy for e-mail, internet, etc... I think there's a productivity issue that could be addressed but the manager wanted to discipline based on the comments about the branch managers and the gossip. I'm not entirely comfortable with that - and if it helps we are not a union environment.

HCCADC

I think you need to put a policy in place of what is acceptable with the instant messaging that will follow along the lines of your computer policy. Were the employees' given any kind of direction of what is acceptable and not? I would probably learn from this and then put a policy in place for future problems. Have a good day!

HRinFL

I would not discipline for the comments, they are protected legal activity (PLA). If your policy does not address instant messaging (it probably doesn't since you just started allowing this), I would add wording to the policy that it is for business reasons only and those in violation of the policy will be disciplined accordingly. Then distribute it to all ees.

Do you have a resources policy addressing use of equipment? If so, you could probably counsel for that, otherwise, I would speak to the ees, tell them that they cannot waste time all day using this feature, that it is to be used for work related issues only, and explain that if they continue to use it for personal reasons, you will have to take further action.

"Whenever I start to feel blue, I start breathing again!"

Paul in Cannon Beach

I agree with HRinFL. Focus on the productivity aspect. I think you are on better footing there. No one can argue that you aren't paying the ee to send instant messages all day.

System

[font size="1" color="#FF0000"]LAST EDITED ON 01-19-06 AT 01:13PM (CST)[/font][br][br]Would it be productive to approach the complaining employee and tell her you were made aware of her internal messages on this topic (the company monitors this type of activity) and you'd like to discuss her concerns? That gets the message across that IMs are not private, which might prevent future problems. It also lets the her know you are concerned enough to see if you can help work out the misunderstanding. It addresses the real issue rather than a symptom of the issue.

Maybe I'm naive, but that's the approach I'd probably take if I were her manager.

Edit: You could address the productivity issue, too ... "I'm concerned that you aren't as productive because you are upset about this transfer. Let's discuss it and see if we can work out the misunderstanding ...."

Paul in Cannon Beach

I am not disagreeing with you Christy but would you be unintentionally rewarding this ee for her behavior. She sat around all day chit chatting on IM with another employee about her problems on the job.

I assume the organization has established ways that ee's are to voice concerns. Shouldn't she be expected to follow them?

Whatever

I agree with Paul-if they were IMing for six hours, they weren't working. That is the issue. No need to be understanding.
Another issue might be (for management to look into) why they didn't go to management when they felt they weren't getting a timely response from their supervisors. But this is separate from IM issue.