Below are guidelines for communicating with customers via email. They are in the form of Frequently Asked Questions to better address typical situations when you would be engaged in electronic communications with a customer. There are many questions that could be asked. These are just some examples. If you have other questions regarding these guidelines, please contact the Marketing Department and someone will promptly get back with you. Email is a business communication tool and users must use this tool in a responsible, effective and lawful manner. Although by its nature email seems to be less formal than other written communication, the same laws apply. Therefore, it is important that users are aware of the legal risks of email. You are asked prior to sending customer email to read the Legal Requirements and FAQs below and to also consult the following policies in the Labor Ready Handbook: Confidentiality, Computer Systems, and Business Communication Policies. The guidance provided below must be followed when sending emails to customers. It is designed to comply with all laws and company policies governing electronic communications, as well as to protect the customer relationship. LEGAL REQUIREMENTS The following rules are required by law and are to be strictly adhered to. It is prohibited to: • Do any kind of mass email messaging • Send unsolicited sales email messages to non customers. • Send or forward emails containing libelous, defamatory, offensive, racist or obscene remarks. If you receive an email of this nature, you must promptly notify your supervisor. • Forge or attempt to forge email messages. • Disguise or attempt to disguise your identity when sending email. • Send email messages using another person’s email account.
OVERVIEW Labor Ready considers email as an important means of communication and recognizes the importance of proper email content and speedy replies in conveying a professional image and delivering good customer service. Users should take the same care in drafting an email as they would for any other communication. Therefore, Labor Ready wishes users to adhere to the following guidelines: Writing Emails: • Write well-structured emails and use short, descriptive subjects. • Labor Ready’s email style is informal. This means that sentences can be short and to the point. You can start your email with ‘Hi’, ‘Hello’ or ‘Dear’, and the name of the person. Messages can be ended with ‘Best Regards or ‘Thank you.’ The use of Internet abbreviations and characters such as smileys, however, is not encouraged. • Signatures must include your name, job title and company name. See FAQ No. 3. In addition, all emails must contain the following disclaimer below:
“This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this email. Please notify the sender immediately by email if you have received this email by mistake and delete this email from your system. Email transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of email transmission. If verification is required please request a hard-copy version.”
• Users must spell check all emails prior to transmission. • Do not send unnecessary attachments.
• Do not write emails in capitals. • Use cc: field sparingly. Using the cc: field can be confusing since the recipients might not know who is supposed to act on the message. Identify why the cc: is receiving the email. • If you forward emails, state clearly what action you expect the recipient to take. • Only send emails of which the content could be displayed on a public notice board. If it…