Business emails can be an incredibly powerful communication tool. Whether it’s your clients, contractors or employees, emails are an easy way to communicate and share information with all the stakeholders in your business.
But what happens if the wrong information is shared with the wrong recipient. When the wrong message is sent to the wrong person. Sometimes, incorrectly sent emails can be amusing. But if the exchange is inappropriate especially in a business environment, such an error can be devastating to your business.
Take the case of Miss Sherwell, an accounts manager from Geelong near Melbourne for instance. She accidentally sent a crude email to a client. Apparently, the email was intended for a colleague and it resulted with her being relieved of her duties. Still, the damage had already been done. A quite simple error resulted in the affected client as well as many others losing trust in the company.
A similar scenario happened at Royal & Sun alliance, an insurance company based in London. It resulted in ten employees being sacked. The reason? Circulating obscene e-mails. Incidentally, this had been going on for a while until one day one of the emails was mistakenly sent to someone outside the company who complained.
In the age of the internet of things, people have a tendency to share negative experiences online a lot more readily than the positive ones. A rude email from customer service or any other company personnel can spread like a wildfire.
Clients need to feel valued and it’s up to you to protect your company’s good image. The benefits of positive public standing by far outweigh the cost. Customers will prefer doing business with reputable organisations, even when their products and services are available at a similar quality and cost.
Some simple ways to protect your business!Of course, crisis management wouldn't be necessary had there been no crisis. Business emails are supposed to be about allowing a business to perform better and not sap company resources. Here are a few tips that can help you safeguard your business’s reputations.
2. Email and communication policyDrafting an electronic mail policy within your organisation will without doubt help ensure that employees use emails safely and efficiently.
3. Disciplinary proceduresCompliance with the email policy should be mandatory and should apply to all employees as well as authorised representatives. Disciplinary action should be taken on employees depending on the nature of the violation.
4. Technical solutionsOne of the few available solutions is to delay sending emails for a number of seconds or minutes before they are released to the “world”. Employees can be informed on “how-to” and in some cases, emails can also be delayed for your entire organisation by your IT administrator.
You have one brand to protect. Don’t let email gaffes from you or any of your staff catch you off-guard.
For assistance with implementing the appropriate communication policies contact HR Focus on firstname.lastname@example.org or call 1300 796 110