01/10/09
It pays to know your ‘netiquette’ says legal expert
AN employment law specialist is warning firms to get to grips with proper "netiquette" to avoid the minefield that is inappropriate e-mail communication in the workplace.
Cardiff Bay commercial law firm Capital Law says that despite advising an increasing number of clients on privacy issues and the amount of time employees spend sending personal e-mails, too few employers focus on what makes a good business e-mail and the dos and don'ts of e-mail etiquette.
The issue hit the headlines recently when a tribunal found that a New Zealand office worker, sacked for writing e-mails in block capitals, was unfairly dismissed. The accountant had been forced out of her job at a healthcare company after colleagues complained that her e-mails were "shouty" and confrontational, but a panel found that while she had caused friction, her conduct did not amount to grounds for dismissal.
According to Capital Law partner and employment department head Elin Pinnell, the flaw in this case reflects the situation in thousands of firms across Wales.
She said: "If a company has no e-mail style guide employees cannot be certain about what kinds of communication are unacceptable.
"In the case of a dispute sparked by inappropriate e-mail usage, employers are only completely protected if they have a clear and transparent policy in place that spells out the ground rules."
When it comes to setting guidelines, Ms Pinnell - who advises major businesses across the UK on employment issues - recommends a simple rule of thumb; that employees should be prepared to sign on headed paper anything that they send out via company e-mail.
She also warned that over-familiar or misjudged e-mails to clients can cost firms tens of thousands of pounds in lost business, as well as cause irreparable reputation damage.
She said: "Almost two million e-mails are sent every second and the technology has truly transformed the way we interact in the workplace. But the risks to employers are clear.
"E-mail means having a permanent record of a conversation that may have been better conducted in person.
"Ultimately, it comes down to the judgement of the sender, which is why clear policies and proper training to educate staff about what is appropriate for e-mail communication is essential to avoid any problems."
Ms Pinnell pointed out that training staff in well-formulated and suitably worded e-mails can, in addition to helping avoid disputes and friction in the workplace, also bring business benefits.
She added: "Just as a poorly written e-mail can reflect badly on a company, a culture of well-written and effective online communication can really set a business apart from competitors.
"As a guideline, there are six simple rules that every business e-mail should be measured against; it must be properly laid out, written in plain English with no jargon and no text-speak or ‘smileys', have an accurate subject line, relate to a business issue, be less than a half screen in length, and be about a single topic.
"True workplace e-mail etiquette is about considering the impact on the person you are sending the e-mail to and only ever sending e-mail you would like to receive," she added.
