Download E-mail - Global Star Enterprises

POLICY TITLE:
EMAIL AND ONLINE COMMUNICATIONS USE POLICY
ADMINISTERED BY:
CEO & GENERAL MANAGER, HUMAN RESOURCES
APPLICABILITY:
ALL EMPLOYEES
All IT support is outsourced with a firm called ‘Fish Works’.
Purpose and Scope
This document outlines the required usage and behaviour for all email users at Global Star
Enterprises (GSE). This policy refers to all electronic communication systems including email,
Skype, internet, text messaging, chat systems and any other communication through the services
located at this company, or under the auspices of any login or domain name or numbers connected
with this company.
1. Email protocol
All staff email addresses are in the following format:
1.1.
[email protected] (i.e. first name in full, dot, first initial of surname @
globalstarenterprises.com).
1.2.
All email passwords accessed via external domains require changing every 30 days, a
prompt will occur at your next login when this is required.
1.3.
All new staff members will have an email address established via ‘Fish Works’ – HR to
request upon employee commencement.
2. Email login
2.1.
Microsoft Outlook® is used as the software program for GSE. Access to this program is
via an individual’s computer desktop. No user name or password is required when login
occurs via desktop method. In line with GSE’s computer use policy, when an operator
is away from their desktop, their computer must be locked at all times. This will prohibit
unauthorised use of email via third parties.
2.2. If external computer access is required the logon address is:
https://203.41.163.100/exchange
User name: First initial and full surname – all lower case (i.e. tbourke)
Password: initially established as first name 01 – all lower case (i.e. tina01) and is
required to be changed every 30 days.
3. Sending emails
All emails must be sent on an email template (located on intranet under style guide and
templates) and must be checked for the following:
Global Star Enterprises is a fictional company created for educational and training purposes only. This document may
not be reproduced or distributed, without the prior written permission of the copyright holder. Copyright © Raw Pixel 2011
Email and online communications use policy V:3 May2011
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3.1.
recipient’s address is correct
3.2.
copies to correct addresses
3.3.
when bulk mail out to multiple customers, bcc MUST be adhered to
3.4.
attachments are not to exceed 2MB without prior consent of recipient
3.5.
subject is completed and is concise and relevant to content, no wording containing
ambiguously offensive language to be used, as spam filters may block email being
received
3.6.
content and structure to be clear and complete and have been proof read prior to being
sent
3.7.
spell check and grammar checks must be done prior to sending
3.8.
all emails and attachments must be compliant with laws:

International, Federal, State and Local laws and regulations, including but not
limited to those principles of law which protect against compromise of copyrights,
trade secrets, propriety information and other intellectual property rights, libel or
defamation of character. Anti-discrimination legislation and sexual harassment
laws.
4. Receiving emails
When receiving emails, all staff are to adhere to the following:
4.1.
identify urgent emails and attend to first
4.2.
check confidential or personal emails and ensure that no breach of privacy occurs
4.3.
if you receive an inappropriate email, one that breaches any of the laws contained in
item 3.8 above, then immediate deletion rules apply
5. Immediate deletion rules
Immediately delete any received emails, without opening any attachments, of the following
nature:
5.1.
email has an attachment and is from an unknown sender
5.2.
emails where the sender is unknown and the subject line is enticing or suspicious, i.e.
stating that it is urgent to open email immediately
5.3.
spam or junk emails, if these are obvious, then add to junk email:

5.4.
In Microsoft Outlook choose Actions, junk e-mail, add sender to blocked senders
list.
GSE uses an extensive fire-wall security system; however it is up to each employee to
ensure that potentially harmful emails are deleted and viruses along with Trojans or
Worms do not penetrate our system.
Global Star Enterprises is a fictional company created for educational and training purposes only. This document may
not be reproduced or distributed, without the prior written permission of the copyright holder. Copyright © Raw Pixel 2011
Email and online communications use policy V:3 May2011
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6. Returned mail
If outgoing emails are returned, staff are to follow these steps:
6.1.
check recipients address in contacts and in company database, if ok
6.2.
check size of attachments, if ok
6.3.
resend and check for return notification
6.4.
contact recipient by phone if returned a second time
6.5.
send via fax or post if contact with recipient is restricted.
7. Mailbox Management
The following rules regarding mailbox management need to be adhered to, to ensure
consistency throughout the organisation:
7.1.
All security levels and filters have been set by IT and are not to be adjusted by any
individual without prior consent of senior management. Without consent, any
adjustments made to security levels and filters will be returned to default upon computer
shutdown.
7.2.
The use of ‘rules’ is encouraged by all staff in the successful management of incoming
emails.
7.3.
All staff must establish email folders in the following format:

under inbox

create a folder called ‘customers’

establish individual folders for each customer

all correspondence from each customer is to be filed in their folder within the inbox
subfolder called customers, along with any attachments. If hard copies require
printing and amendments or adjustments are made to originals, then these must
be filed in accordance with hard copy procedures.
7.4.
Inbox emails are to be for outstanding/un-actioned emails only, any actioned emails
require filing.
7.5.
Any emails of non-significance may be deleted upon actioning; these would include
orders where hard copies have been filed in paper-based filing system, simple or quick
email discussions. The deleted items bin must be purged monthly. A general reminder
email has been established by IT and is sent to each staff member on the 25th of each
month.
7.6.
‘mailing lists’ are encouraged to be used by senior staff for the mass distribution of
internal correspondence to their team members. Team members wishing to establish
mailing lists are to ensure they maintain the integrity of their recipient’s privacy by using
the Blind Copy button. If in doubt, refer any mailing list set-up to a supervisor PRIOR to
sending. The Privacy Act must be read and understood by all staff prior to establishing
any mailing lists on their email system.
8. Email trouble shooting
Global Star Enterprises is a fictional company created for educational and training purposes only. This document may
not be reproduced or distributed, without the prior written permission of the copyright holder. Copyright © Raw Pixel 2011
Email and online communications use policy V:3 May2011
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Before calling ‘Fish Works’ staff are to follow the following trouble shooting steps:
8.1.
check email/online programs are connected at other terminals
8.2.
shut down PC
8.3.
re-boot, if problem persists
8.4.
refer matter to supervisor, if problem persists
8.5.
contact Michael or George at ‘Fish Works’.
9. Online communications
Apart from email, the following online communications are approved and used at GSE:
9.1.
Text messaging - Text messaging is encouraged to be used by those staff members
with customer contact, and mobile phone allocation or allowance, to confirm
appointments/meetings two days prior to meeting date.
9.2.
Skype - All staff has Skype established on their computer desktop. This system is to
be used by the senior management team to make conference calls with their remote
staff. Skype is available to all staff to use with those customers who have instigated
contact or asked about contacting us via this method.
9.3.
Please note, Facebook, MySpace and twitter (and online communication or chat
software programs) are not approved online communications methods at GSE.
Employees are not to use these communication methods with their customers, nor are
they to log onto any of these sites during working hours. Any breach of this rule will
result in a written warning with subsequent dismissal if the situation persists.
10. Netiquette
In relation to the use of any email and online communication software, the following etiquette is
recommended:
E-mail:
10.1.
Don't assume any Internet communication is completely secure. "Never put in a mail
message anything you would not put on a postcard". Likewise, independently verify any
suspect mail, as addresses can be forged.
10.2.
If you are forwarding or re-posting a message, don't change the original wording.
10.3.
If you are replying to a message, quote only the relevant parts.
10.4.
Never send chain letters, they are forbidden on the Internet.
10.5.
Do not send abusive or heated messages (flames). If you receive a flame, it is best to
ignore it.
10.6.
Allow time for mail to be received, and replied to, keeping in mind time differences
around the world and other people's busy schedules.
10.7.
If you want your mail to be read, don't make it too long unless the receiver is expecting
a verbose message. Over 100 lines is considered long.
Global Star Enterprises is a fictional company created for educational and training purposes only. This document may
not be reproduced or distributed, without the prior written permission of the copyright holder. Copyright © Raw Pixel 2011
Email and online communications use policy V:3 May2011
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10.8.
Remember the Internet is a global community, and other people’s values and outlook
on life may be different to your own. Be tolerant and careful with slang or phrases that
may not be understood in another country.
10.9.
Use mixed case, UPPER CASE LOOKS AS IF YOU'RE SHOUTING.
Mailing lists and Netnews:
10.10. Unlike one-on-one e-mail, a large number of people read newsgroups and subscribe to
mailing lists.
10.11. It is always a good idea to read what others in the list or group are saying for a while, to
get a feel for the nature of the list/group, and what is or is not acceptable to the
list/group.
10.12. If posting to Newsgroups, be aware that many are archived, and the archives are
available for a very long time. Ensure you adhere to the rules under 3.8 above as it is
generally not possible to retrieve messages once they have been sent.
10.13. Be very careful about advertising, some groups welcome it, most others do not! Do not
advertise GSE in this forum without the written authorisation from Marketing.
10.14. Watch for and read any FAQs (Frequently Asked Questions) before posting a question
to the group.
10.15. Messages should be concise and relevant to the group. Don't post messages to
inappropriate newsgroups.
10.16. Spelling mistakes tend to be the rule rather than the exception. Questioning someone
else's spelling is not good netiquette, and not necessary unless it occurs in a critical
place, like a possibly miss-spelt URL
10.17. Don't get involved in or respond to Flame Wars.
10.18. Keep private messages private; don't post to the group as well.
Interactive services (e.g. Skype)
10.19. The conversation leader is the person who invited each person to the conference.
10.20. If you drop out of the call, wait to be reconnected by the conversation leader.
10.21. Respect the culture of the group including people’s differences and accents and adjust
to the style and tone of the discussion group.
10.22. This is no different to having a face to face conference, the same respect is extended.
Do not over-ride others as they are talking, wait your turn.
Text talk
10.23. Short cuts or text talk is appropriate whilst sending texts and on some internal email
messages, however is not appropriate when sending emails to customers. If a
customer initiates text talk and it is appropriate to respond in the same manner, then
that is acceptable.
Global Star Enterprises is a fictional company created for educational and training purposes only. This document may
not be reproduced or distributed, without the prior written permission of the copyright holder. Copyright © Raw Pixel 2011
Email and online communications use policy V:3 May2011
Page 5 of 5