E-mail monitoring (similar to call monitoring)
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Hi all,
Next month, we're going to test having an e-mail coach to work with our team members on their communication with our customers like we do with phone calls.
Someone indicated that we might need to add a tag line onto our e-mails similar to what we have with our phone calls which is: "your e-mail may be monitored for quality control purposes, etc."
Another person we spoke with said it wouldn't be necessary to do this.
Would appreciate your input.
Next month, we're going to test having an e-mail coach to work with our team members on their communication with our customers like we do with phone calls.
Someone indicated that we might need to add a tag line onto our e-mails similar to what we have with our phone calls which is: "your e-mail may be monitored for quality control purposes, etc."
Another person we spoke with said it wouldn't be necessary to do this.
Would appreciate your input.
Comments
It says, among other things, that we regularly monitor all electronic communication, including e-mail, for the purposes of training, quality assurance and to ensure compliance with company policies.
It was a really easy solution, not to mention a CYA in case an employee wants to claim ignorance about our policies!
It's not a matter of whether the tag line is necessary to authorize the review of employees' messages - that will most likely be covered under an exception to the ECPA, and the usual disclaimers in handbooks and other electronic communications policies. Rather, it's a matter of whether the customers' privacy interests are at risk of being violated if their emails are being read by a third party. While they might expect that if they are writing to an employee of company x, anyone else at company x may end up reading that email, it's unlikely that they'll expect the email to be read by a quality assurance type person who may not be part of company x. I don't see the harm in adding a line to alert people that their emails, like their phone calls, may be monitored in this way.