Can I keep check of staffs emails?

[shellie]

Nothing underhand here. I am just wanting to give members of staff authority to answer emails on my behalf. However, I need to keep a check on these emails to make sure they are being answered correctly and to monitor enquiries coming in via the website.

I want to give them a unique email address but want a copy of emails received via the website so that I know what enquiries are coming in.

So basically when someone enquires via the staff members email address I want a copy sending to a member of my staff but also to myself.

Is this possible? Can it be done?

[profitxchange]

There are a number of issues involved here. I would suggest you post on any answers at www.hrzone.co.uk as well for the HR spin - but I would imagine the techies on here can offer help with the logistics.

[Dwebs-Ltd]

Most hosts offer the facility to forward inbound email, outbound isn't as easy. Who provides your email hosting?

[Shaun_Pearce]

Where are you based Shellie?

[FireFleur]

Yes it is possible, and you generally have to make sure everyone is aware this is happening as well, have to be careful not to fall foul of data protection laws.

From what you say though, it sounds like something that you could make obvious and a lot companies do use this process.

[shellie]

Based in Yorkshire.

Yes I would defo make sure everyone was aware of this. As I said its more to keep check of enquires coming in. However, if its going to be an issue I will just deal with the emails myself. Its not such a big deal.

Thanks everyone

[stugster]

As long as staff are aware of the policy, then it's not an issue.

Securing your systems and being able to monitor and account for staff activity whilst online is easy for any techy* company to implement.

*well, for those that know what they're doing. Be warned! Our industry isn't regulated, so you could end up with a muppet, then again, you could end up with someone like me ;)

[cmcp]

I think you could adapt a good support ticket system to handle these enquiries.

With email piping, you would be able to receive messages into the system as normal emails, and send them out to the end user as normal emails.

You would be able to set up users with different department permissions, and of course grant yourself admin access to see all incoming and outgoing mail.

If you really wanted you could set it up in a way so it used only email, but passing through the system to record all incoming and outgoing data.

[stugster]

I think you could adapt a good support ticket system to handle these enquiries.

With email piping, you would be able to receive messages into the system as normal emails, and send them out to the end user as normal emails.

You would be able to set up users with different department permissions, and of course grant yourself admin access to see all incoming and outgoing mail.

If you really wanted you could set it up in a way so it used only email, but passing through the system to record all incoming and outgoing data.

Ticket systems are a fantastic way of monitoring the progress of email messages. This is definitely a fantastic solution.

[Ashley_Price]

I don't understand why you need to have two copies of the email. Just ask your staff to keep you informed (a simple end of day report would be fine, surely) of incoming enquiries.

You are paying for your staff to deal with the emails, so why not let them do their job? They supply you with a regular report and you can get on with other things.

No point in you both doing the same thing otherwise what's the point in having the staff do it?

A couple of months ago we took on a member of staff for typing, admin, etc., and have given her extensive training, we have set up templates, etc. She now just gives me a verbal report when we have had enquiries in, but she answers on my behalf.

[Cornish Steve]

Yes it is possible, and you generally have to make sure everyone is aware this is happening as well, have to be careful not to fall foul of data protection laws.
I'm not sure how it is in Britain, but in the US the courts have sided with the employer whenever a case is brought to court. The argument is that email sent from a company account is the property of the company, not the employee.

[Carl-CSNM]

A ticket based solution (Helpdesk) would be the best way to go in my opinion, as you will be able to see all replies from both your staff & your clients.

[shellie]

I don't understand why you need to have two copies of the email. Just ask your staff to keep you informed (a simple end of day report would be fine, surely) of incoming enquiries.

You are paying for your staff to deal with the emails, so why not let them do their job? They supply you with a regular report and you can get on with other things.

No point in you both doing the same thing otherwise what's the point in having the staff do it?

A couple of months ago we took on a member of staff for typing, admin, etc., and have given her extensive training, we have set up templates, etc. She now just gives me a verbal report when we have had enquiries in, but she answers on my behalf.

Its not quiet as simple as that I am afraid as yes I really wouldn;t need to set this system up. They would be self employed for a start so I would like to keep a check of all work coming in via the website.

Thanks for input anyway,

[FireFleur]

In the US they still have to gain consent. There is also the matter of expectation of privacy.

The US government on the other hand have far more reaching powers.

It is wise to get consent if you are going to be doing this.

http://www.computerworld.com/action/article.do?command=viewArticleBasic&articleId=9111380

Some companies have attempted to remove liability from the company, by using the argument they own the equipment, but that doesn't move it from the person doing the snooping, unless consent has been given.

http://management.silicon.com/government/0,39024677,39152318,00.htm

There are not too many cases brought to court over it, most are employment tribunals or the thing to initiate a company policy on computer system usage.

[shellie]

Have decided to take anther route! Thanks for replies

[stugster]

What was the other route?

[shellie]

TAking all the enquires myself. More work but I then have complete control!

[stugster]

Don't take this the wrong way, but isn't that a step backwards?

[Subbynet]

TAking all the enquires myself. More work but I then have complete control!

Which leaves you less time to control other events. If you feel you can't delegate simple tasks like answering enquires I would be deeply worried and would start looking to hire different staff.

Overall, this smacks of micro-management...

[shellie]

Don't take this the wrong way, but isn't that a step backwards?

Not at all! It was one of the options I was considering anyway and one I thought I would probably do.

[shellie]

Which leaves you less time to control other events. If you feel you can't delegate simple tasks like answering enquires I would be deeply worried and would start looking to hire different staff.

Overall, this smacks of micro-management...

What business are you in? You obviously dont understand the nature of my business. Its not a case of not delegating simply task! Oh course I do that in other ways.

In time I may have to re-consider my options. At the moment my business isnt big enough for me not to beable to take control of what i WANT TO!

As you put it 'i would be deeply worried' if I couldnt manage to do what I am doing... then i would consider other things.

This forum is about helping people and giving positive advice, not making comments like the one above.

If you dont have anything helpful to say, I'd much rather you didnt THANK YOU!!!

[FE]

Is it not simply an IMAP e-mail and set up in outlook the ones who have permission to reply but take waway the purge facility so when you are read and are happy you purge?

Seems an easy solution but not 100% sure how critical the mails are to you but we operate many general mails that way but for personal ones you can do the same and you can view

FE