Is Nothing Sacred?

There is no such thing as privacy. You would know that if you were inclined to take even a casual glance at Sports Illustrated as 2010 ran down. The sports world was consumed with stories about Brett Favre’s alleged texts to Jets sideline reporter, Jenn Sterger and now two massage therapists as asserted in recent court filings. Not to be outdone, Jets head coach, Rex Ryan, found himself on the sidelines while all of New York seemingly became obsessed about his wife’s internet persona

Now, a Michigan court is preparing to weigh in on the subject of online privacy. According to the ABA Journal, a Michigan man is facing felony charges for reading his wife’s e-mail in an effort to determine whether or not she was having an affair. He was charged under a statute intended to apply to computer hacking, but is read to apply to a circumstance in which someone uses another person’s password, without permission, to, in this case, do a little investigative research.

Given the prevalence of online activities in our society, the issue of online privacy has almost universal ramifications.   A week doesn’t go by when we do not hear a question from one of our clients involving employees texting, using Facebook accounts, or simply shooting e-mails around the office. The legal issues can run the gamut from unauthorized use of equipment to sexual harassment and the creation of a hostile work environment.

But what are the employer’s rights?

There are three statutes which have to be considered when an employer contemplates monitoring the employee’s use of e-mail, telephone or the internet: (1) the Electronic Communications Privacy Act of 1986; (2) the Maryland Wiretap Act; and (3) the Maryland Stored Communications Act.   Maryland courts have consistently explained that the purposes of Maryland law on the subject is to prevent the unauthorized interceptions of conversations where one party has a reasonable expectation of privacy. 

If asked, many employers would maintain that no employee has a reasonable expectation of privacy if company equipment is being used for the communication. But that is not always the case. The question can turn on the type of monitoring at issue and the employer’s goals in taking the offending actions. For example, videotaping employees is different than recording their phone conversations or perusing their e-mail after they have left for the day.

In each case, there may be a legitimate business purpose behind the company’s actions. We’ve all heard the recorded message that “calls may be monitored for quality assurance.” Another reason for monitoring, this time relating to e-mail, is that companies can be sued for copyright infringement or even sexual harassment, depending upon information downloaded by employees onto company systems. 

By far, the best policy for any business where monitoring will take place or even where employees have access to e-mail and the internet is to create and distribute a written policy explaining the company’s right to engage in the specific type of monitoring anticipated by the company. The warning alone, if well drafted and universally distributed, will serve to limit or eliminate the employee’s expectation of privacy. And in the end, that’s what it comes down to – fair warning, reasonableness, and the question of what a normally intelligent person’s privacy expectations should have been.

We’ll just have to see how the court defines “reasonable expectation of privacy” where Brett Favre and the Michigan husband are concerned.

Questions? Comments? Concerns? Raise it for discussion on FacebookTwitter, or LinkedIn.

What Will You Do Differently in 2011?

“I got a phone call this morning from one of our oldest customers. He fired us. After 20 years, he fired us. Said he doesn’t know us anymore. I think I know why.” 

The speaker recounted his phone conversation to his account reps, saying “we used to do business with a handshake, face-to-face. Now it’s a phone call, a fax, ‘get back to you later,’ with another fax, probably.” 

This United Airlines commercial was originally aired before e-mail and the advent of social media. First aired twenty years ago, in 1990, it still resonates. So many businesses are started by an entrepreneur, skilled in the producing the product or service that spawned the company. Customers came because of the skill and stayed because of the attention. As the owner of a small business, the founder could track every project and knew every client. When someone was upset; he knew it.

Growth has a way of making that kind of personal attention obsolete. Time passes and a founder looks around to realize that whole projects are being performed for customers he never met.   And what about the ones he knew – the ones who built his business or who inspired him to go into business in the first place? Chances are, they’ve been delegated. Delegated to talented people, to be sure, but delegated just the same. 

Sooner or later, the thought has to occur to these customers – your old friends -- that if they mean little enough to your company that they can be delegated, your company means little enough to them that they can go elsewhere.  

Looking ahead to 2011, most business owners set targets for growth -- more revenue, more customers, bigger projects, better distribution. But how many set goals reflecting stronger relationships, customer retention, and expressions of gratitude? 

Many years ago, I read a book in which the author urged business owners to “pay attention to the ‘fine’s.’” He meant that people rarely voice their complaints. When asked about service or the particular product they purchased, even when dissatisfied, they’d normally respond that things were “fine.” Not every customer can be counted on for enthusiasm. After all, there isn’t an infinite amount of enthusiasm to go around. But the silence and the “fine’s” speak volumes to those with a keen enough ear and enough focus to notice. 

So what are you doing to focus on client retention, rather than just growth? Studies indicate that a new client is 7 times more expensive in terms of marketing and advertising dollars than existing clients. The point is that it is much cheaper and more efficient to keep the clients you have than spend every ounce of energy trying to bring new prospects in the door. 

If you do not already track trends in returning business, 2011 is an ideal time to start. After all, nothing speaks to customer satisfaction more than repeat business. Even more than tracking it, look for the things that increase the pace of returning business over time. 

Perhaps, like those executives in the United Airlines commercial, you can forgo e-mail, faxes and phone calls, and, just once in a while, put in the time to travel even great distances for a handshake.

 

Questions? Comments? Concerns? Raise it for discussion on Facebook, Twitter, or LinkedIn.

Friend...Connection...Follower...Fired.

Businesses are running scared. 

Twitter is driving the NFL to distraction.  According to the New York Times, the Green Bay Packers have announced that players using Twitter during games, practices, or to report on team activities will be assessed heavy  fines. The Miami Dolphins have all but outlawed Twitter.  Who knew a tweet could do what a 290 pound lineman couldn't?

And the NFL is not alone.  Consider...

  • On January 21, 2009, the Associated Press reported that officials in Paramus, NJ  suspended without pay an employee for posting allegedly racist comments on his Facebook page.  He used his own computer and made the entry on his own time. 
     
  • In March, a Philadelphia Eagles employee lost his job over Facebook postings critical of the teams trade decisions.
     
  • July saw the requested and accepted resignation of a NY government employee for some strongly worded postings critical of both President Obama and Professor Henry Louis Gates

Lest you think that social networking sites inspire fear in only the weak of heart, consider this:  CNN reports that the United States Marine Corps have launched a full, frontal assault on social networking sites.  According to a Marine Corps spokesman:

"These internet sites in general are a proven haven for malicious actors and content and are particularly high risk due to information exposure, user generated content and targeting by adversaries."

Businesses throughout the country and around the world are struggling to harness the marketing power...and contain the potential HR fallout...of social networking sites.   As this plays out, and in view of the incredible and virtually untapped marketing potetion of these sites, I have a few recommendations:

  • Develop written social networking site guidelines for your employees;
  • Talk to your employees about your company's presentation to the outside world in the hope that you can make them part of the solution, rather than the problem;
  • Review all employment contracts to ensure that your company can take proper disciplinary action against those who's postings cast you or your company in a negative light; and
  • Make sure any Personnel Manuals or handbooks include both the Company's social networking site rules and a discussion of the possible ramifications of violating company guidelines.

Facebook and Fish Gills: The "Working" Part of Social Networking

Not long ago, I was on a plane, giving some serious thought to the business applications of Facebook, MySpace, LinkedIn, and Twitter.  I was thinking about business, but the subject I kept returning to was fish gills. 

It was my 12th grade biology teacher, Mr. Williams, who posed the question: "Why are gills deeply ridged, almost like the pages of a book, rather than smooth?"  The answer was "surface area."  A gill's sole function is to absorb as much oxygen from the water as possible -- just like lungs in a human.  The more ridges, the greater amount of surface area.  The greater amount of surface area, the greater the exposure to oxygen -- all packed into a confined space.  Which brings us back to the social networking sites.

Facebook, MySpace, LinkedIn, and Twitter are all about exposure to the outside environment.  The greater a person's participation, the more friends, fans, followers and connections.  From a business standpoint, exposure to potential customers out there in the environment equates to one's surface area.   

But it's not just surface area that matters.  For the organism to thrive, gills must be exposed to the proper environment.  A fresh water fish will die in salt water.  Similarly, large scale exposure of a business to a community of non-buyers will result in noteriety, not success. 

And that's the question facing businesses, my own included --- how can a business ensure that its social networking initiatives gain exposure to the right environment? 

I welcome your thoughts.

 
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