Improving productivity

Communication tools: email and instant messaging

Emails and instant messaging (IM) allow people to correspond and communicate with each other online.

As the name suggests, IM enables instantaneous communications between two or more people through a desktop, laptop or mobile device, regardless of where they are located. It enables users to communicate with each other in real-time using text (online chat) or, increasingly, video. IM is quick, cheap and easy to setup. It can help provide cost-effective means for collaboration and enable rapid communication with clients and colleagues.

Setting up an email system

To access the benefits of email you can choose between two different types of email solutions:

• Email clients allow you to access email services through software installed on your computer, which then connects to an email server. Examples of email clients include Microsoft Outlook, Eudora, or Mozilla hunderbird, or
• Hosted web mail enables users to access their email through the use of an internet browser, logging into the website that hosts the web mail service. Examples include Gmail and Windows Live Hotmail.

Once you have an email solution established, you can choose to access it either from your computer or from a mobile device, such as a smartphone. Accessing your email from a mobile device is useful if you are frequently away from your desk or organisation’s premises because it lets you stay up to date with emails—for example, new customer requests—as they come in.

If you opt for a hosted web mail solution, you can access your email via a mobile browser (a web browser for mobiles) or by downloading a web mail mobile app. If you opt to access email via an email client and server, you can configure your smartphone to access your email by connecting it to your email servers.

Many larger organisations set up their own email servers for their employees. Popular solutions such as Microsoft Exchange or Lotus Notes are widely used as they provide organisations with control and flexibility of email systems. However, they can require a level of setup and maintenance.

Internet service providers and web hosting companies also offer value-added email services. This enables end users to configure their email clients with unique settings to receive email. Such settings include configuring your own email address,mail server/s and login details.

Email addresses are made up of a username and your domain name, separated by the @ symbol, for example username@your-domain-name.com.au. Your username could reflect your real name, or the name of your business or organisation or the purpose of your email account/business function (such as ‘salesenquiries’). If you have your own email server or a value-added email service from your ISP, your domain name will be the one you register or configure with your ISP. If you opt for a hosted web mail solution, the domain name will be that of the service (e.g., username@hotmail.com or username@yahoo.com). If you choose your own domain name for your email address you need to register it through a domain name registrar, for which a fee applies.

Your internet service provider can assist you to establish your email account.

Managing your email account

To maximise the benefits of email, it is useful to think about using tools that help you minimise the amount of spam or junk email that lands in your organisation’s email accounts. You can use spam filters to reduce the amount of spam your business receives. Knowing how to identify and manage scam and hoax emails by, for example, following simple best practices such as not clicking on links in emails or opening attachments in suspicious emails, is also an important part of reducing the impact of spam on your business. More information about how to minimise and deal with spam is in the security: spam section of this site.

There are also tools to reduce your organisation’s exposure to potential threats such as malware or computer viruses. It is best practice to install anti-virus software to prevent viruses entering your organisation’s systems via emails, and from there inflicting widespread damage to your own records as well as the records of those to whom you might unintentionally spread the virus to. More information about how to minimise and deal with malware and viruses is in the security: malware and viruses section of this site.

To help minimise the risk of any adverse consequences resulting from your organisation’s equipment connecting to public networks such as the internet, you may also wish to review the security: hackers section of this site.

Encryption

Many email and IM programs allow you to encrypt your messages for added security. Encryption converts your data into a protected format and can make it extremely difficult for unauthorised people to access it. As part of a broader information security strategy, encryption can assist in keeping your electronic correspondence as secure as possible. Some email set-ups encrypt and decrypt your email automatically, while others require you to change settings or install additional software plug-ins. Email, IM and internet security firms have more information on their websites about setting up email and IM encryption. Professional internet security advisers can provide you with advice tailored to your specific circumstances if required.

If you use your mobile phone for email, the Stay Smart Online website has helpful tips for securing your mobile phone.

Emails are records of communications, agreements or purchase orders (among other purposes), and you should treat them as you would treat physical documents. Most email software offers an archiving function. As emails can play a critical role in confirming the details of commercial or legal correspondence, using the archiving function can assist your organisation to keep permanent copies of your electronic records.

Backing up your email

It is best practice to frequently back up important emails in case you were to lose access to your email account for any reason. You can do this by forwarding them to an email account hosted elsewhere, by using a remote backup service, or by copying them to a networked storage device or removable storage device such as a DVD or USB hard drive. Most email client software applications let you create an archive of your entire mailbox as a single file.

For more information about archiving your email, see security strategies: back-up.

Setting up instant messaging

Most major providers of email applications also offer IM programs that you can download to your computer or other device. Well known IM products include Microsoft’s Live Messenger, Yahoo’s Yahoo Messenger, Google’s Talk or ICQ’s ICQ Messenger.

Instant messaging between employees within an organisation can allow people who are physically distant (such as those who work in different buildings or offices) to chat informally and quickly, similar to an in-person conversation. This can save time and increase information flows. If you use IM in your organisation, you may wish to consider whether or not you need to keep a record of your conversations, as not all programs do this by default. Check this feature to choose the IM application best suited to your business.

Your organisation may also wish to consider installing instant messaging as part of your website for online support. Many organisations offer an option for customers, supporters or donors to ‘talk’ with a contact centre agent through a chat session rather than through a call centre, particularly for sales advice or technical support. See also customer support.