As technology advances, more and more businesses rush to keep up with the pace. Employees today seem to assume that email will be a part of your company policy. However, in a small business, we should not generalize but adapt the tools that work best for our company. Email can be either a help or a hindrance, and we can determine which by taking a look at our layout and our employees. When email is effective in a business: 1. When employees work at a computer in different locations. If everyone sits one small office area where they can chat freely, email may not be effective. If, however, customers constantly walk through or workers constantly engage in phone conversations, email will be much less disruptive. The size of your business will come into play here. Larger companies, split up over many rooms and floors, and even buildings, utilize email to keep in touch over long distances. 2. When a person is frequently interacting with a customer and should not be interrupted. If the cashier can use the down time to check work-related email and manage 'other' options, this keeps employees from interrupting them for things that don't need immediate attention. The cashier, front desk employee, or receptionist can concentrate solely on the customer and not be distracted by a ringing phone or a waiting coworker. This assumes a small business association, where the person behind the counter also wears several other hats. Obviously a cashier at a major retailer does not need computer access. 3. When something is so important, it needs to be written, not said. Perhaps an important job function that must-underscore-must get done. Perhaps a reprimand that needs to have an official copy. Perhaps a group congratulations, or recognition of a single person to the office at large. Perhaps a change in procedure that may need to be reviewed. Any of these may require the written word, rather than a simple phone call or meeting (though a meeting or call can underscore the importance). It should be noted, however, that a memo could fill in this gap; memos have a higher chance of winding up in the recycling bin, however, rather than being stored in the appropriate digital folder. 4. When a person works outside of the office 50-75% of the time. This includes people who work at home, especially those who make their own hours and/or have small children and cannot always focus 100% on the phone when it rings. It may also include sales folks or upper management who need to interact with customers at various locations. When email is ineffective in a business: 1. When it is used for personal playtime during business hours. Junk mail, spam, and forwarded jokes can quickly fill an inbox, and steal time and attention from our employees. Office-wide forwarding should be discouraged. 2. When someone works outside of the office 75-100% of the time and almost never checks their email when they come to work. Contractors are a prime example. Those who have little to no chance to sit at a computer will not benefit from the technology because they never have a chance to read their email. On the other hand, with all of the improvements in communication today, out of office people can keep in touch with Blackberrys and email-checking cell phones. Also, a 100% work-at-home employee can still utilize emailed messages. You should carefully consider whether your out-of-office folks would benefit from email or not. 3. When it distracts from the customer. We discussed how email can be a great tool for service-oriented employees. However, if it diverts attention away from the customer - if the clerk is too busy reading email to help the patron - then email has become a distraction rather than a tool. In this case, a memo or phone call may be more effective. Small businesses need to maximize their efficiency to keep their profits up. Take a look at your business layout to decide if it is truly right for you. |
