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All IT support is outsourced with a firm called ‘Fish Works’.

Purpose and Scope

This document outlines the required usage and behaviour for all email users at Global Star Enterprises (GSE). This policy refers to all electronic communication systems including email, Skype, internet, text messaging, chat systems and any other communication through the services located at this company, or under the auspices of any login or domain name or numbers connected with this company.

  1. Email protocol

All staff email addresses are in the following format:

  1. (i.e. first name in full, dot, first initial of surname @
  2. All email passwords accessed via external domains require changing every 30 days, a prompt will occur at your next login when this is required.
  3. All new staff members will have an email address established via ‘Fish Works’ – HR to request upon employee commencement.
  4. Email login
    1. Microsoft Outlook® is used as the software program for GSE. Access to this program is via an individual’s computer desktop. No user name or password is required when login occurs via desktop method. In line with GSE’s computer use policy, when an operator is away from their desktop, their computer must be locked at all times. This will prohibit unauthorised use of email via third parties.
    2. If external computer access is required the logon address is:

Username: First initial and full surname – all lower case (i.e. tbourke)

Password: initially established as first name 01 – all lower case (i.e. tina01) and is required to be changed every 30 days.

  1. Sending emails

All emails must be sent on an email template (located on intranet under style guide and templates) and must be checked for the following:

  1. recipient’s address is correct
  2. copies to correct addresses
  3. when bulk mail out to multiple customers, bcc MUST be adhered to
  4. attachments are not to exceed 2MB without prior consent of recipient
  5. subject is completed and is concise and relevant to content, no wording containing ambiguously offensive language to be used, as spam filters may block email being received
  6. content and structure to be clear and complete and have been proofread prior to being sent
  7. spell check and grammar checks must be done prior to sending
  8. all emails and attachments must be compliant with the Australian Privacy Principles as described in the Privacy Act 1988 (Cth) by ensuring the following outcomes are achieved:
  • privacy and protection of an individual’s personal information
  • information about an individual is accurate and where errors exist, the information is corrected in a timely manner where required
  • an individual’s personal information is not shared with recipient’s who are not authorised to view the information
  1. all emails and attachments must be compliant with federal and state/territory anti-discrimination laws by ensuring the following outcomes are achieved:
  • information does not include any information that intends to exclude, harass, bully, victimise, insult or intimidate a person based on their age, gender, race, ethnicity, medical history, religious or political beliefs, sexual preference or any other characteristic listed in the law
  • information is not of a sexual nature, either implied or explicit.
  1. Receiving emails

When receiving emails, all staff are to adhere to the following:

  1. identify urgent emails and attend to first
  2. check confidential or personal emails and ensure that no breach of privacy occurs
  3. if you receive an inappropriate email, one that breaches any of the laws contained in item 3.8 above, then immediate deletion rules apply
  4. Immediate deletion rules

Immediately delete any received emails, without opening any attachments, of the following nature:

  1. email has an attachment and is from an unknown sender
  2. emails where the sender is unknown and the subject line is enticing or suspicious, i.e. stating that it is urgent to open email immediately
  3. spam or junk emails, if these are obvious, then add to junk email:
  • In Microsoft Outlook choose Actions, junk email, add sender to blocked senders list.
  1. GSE uses an extensive fire-wall security system; however, it is up to each employee to ensure that potentially harmful emails are deleted and viruses along with Trojans or Worms do not penetrate our system.
  2. Returned mail

If outgoing emails are returned, staff are to follow these steps:

  1. check recipients address in contacts and in company database, if ok
  2. check size of attachments, if ok
  3. resend and check for return notification
  4. contact recipient by phone if returned a second time
  5. send via fax or post if contact with recipient is restricted.
  6. Mailbox management

The following rules regarding mailbox management need to be adhered to, to ensure consistency throughout the organisation:

  1. All security levels and filters have been set by IT and are not to be adjusted by any individual without prior consent of senior management. Without consent, any adjustments made to security levels and filters will be returned to default upon computer shutdown.
  2. The use of ‘rules’ to filter electronic mail is encouraged by all staff in the successful management of incoming emails.
  3. All staff must establish email folders in the following format:
  1. under inbox
  2. create a folder called ‘customers’
  3. establish individual folders for each customer
  4. all correspondence from each customer is to be filed in their folder within the inbox subfolder called customers, along with any attachments. If hard copies require printing and amendments or adjustments are made to originals, then these must be filed in accordance with hard copy procedures.
  1. Inbox emails are to be for outstanding/un-actioned emails only, any actioned emails require filing.
  2. Any emails of non-significance may be deleted upon actioning; these would include orders where hard copies have been filed in paper-based filing system, simple or quick email discussions. The deleted items bin must be purged monthly. A general reminder email has been established by IT and is sent to each staff member on the 25th of each month.
  3. ‘mailing lists’ are encouraged to be used by senior staff for the mass distribution of internal correspondence to their team members. Team members wishing to establish mailing lists are to ensure they maintain the integrity of their recipient’s privacy by using the Blind Copy button. If in doubt, refer any mailing list set-up to a supervisor PRIOR to sending. The Privacy Act must be read and understood by all staff prior to establishing any mailing lists on their email system.
  4. New mailboxes may be created following approval from the department manager, which will include allocating a responsible person for maintaining the mailbox
  5. New mailboxes must incorporate an appropriate name for the mailbox that is simple to identify, as well as the Global Star Enterprises (or GSE) domain
  6. The personal responsible for maintaining a GSE mailbox must check incoming emails at least once per day and action each email within 48 hours, including forwarding the email to the appropriate staff member or replying to the sender.
  7. Email trouble shooting

Before calling ‘Fish Works’ staff are to follow the following trouble shooting steps:

  1. check email/online programs are connected at other terminals
  2. shut down PC
  3. re-boot, if problem persists
  4. refer matter to supervisor, if problem persists
  5. contact Michael or George at ‘Fish Works’.
  6. Online communications

Apart from email, the following online communications are approved and used at GSE:

  1. Text messaging – Text messaging is encouraged to be used by those staff members with customer contact, and mobile phone allocation or allowance, to confirm appointments/meetings two days prior to meeting date.
  2. Skype – All staff have Skype installed on their computer desktop. This system is to be used by the senior management team to make conference calls with their remote staff. Skype is available to all staff to use with those customers who have instigated contact or asked about contacting us via this method.
  3. Please note, Facebook, Instagram and Twitter (and online communication or chat software programs) are not approved online communications methods at GSE. Employees are not to use these communication methods with their customers, nor are they to log onto any of these sites during working hours. Any breach of this rule will result in a written warning with subsequent dismissal if the situation persists.
  4. Netiquette

In relation to the use of any email and online communication software, the following etiquette is recommended:


  1. Don’t assume any Internet communication is completely secure. “Never put in a mail message anything you would not put on a postcard”. Likewise, independently verify any suspect mail, as addresses can be forged.
  2. If you are forwarding or re-posting a message, don’t change the original wording.
  3. If you are replying to a message, quote only the relevant parts.
  4. Never send chain letters, they are forbidden on the Internet.
  5. Do not send abusive or heated messages (flames). If you receive a flame, it is best to ignore it.
  6. Allow time for mail to be received, and replied to, keeping in mind time differences around the world and other people’s busy schedules.
  7. If you want your mail to be read, don’t make it too long unless the receiver is expecting a verbose message. Over 100 lines is considered long.
  8. Remember the Internet is a global community, and other people’s values and outlook on life may be different to your own. Be tolerant and careful with slang or phrases that may not be understood in another country.

Mailing lists and Netnews:

  1. Unlike one-on-one e-mail, a large number of people read newsgroups and subscribe to mailing lists.
  2. It is always a good idea to read what others in the list or group are saying for a while, to get a feel for the nature of the list/group, and what is or is not acceptable to the list/group.
  3. If posting to Newsgroups, be aware that many are archived, and the archives are available for a very long time. Ensure you adhere to the rules under 3.8 above as it is generally not possible to retrieve messages once they have been sent.
  4. Be very careful about advertising, some groups welcome it, most others do not! Do not advertise GSE in this forum without the written authorisation from Marketing.
  5. Watch for and read any FAQs (Frequently Asked Questions) before posting a question to the group.
  6. Messages should be concise and relevant to the group. Don’t post messages to inappropriate newsgroups.
  7. Spelling mistakes tend to be the rule rather than the exception. Questioning someone else’s spelling is not good netiquette, and not necessary unless it occurs in a critical place, like a possibly miss-spelt URL
  8. Don’t get involved in or respond to Flame Wars.
  9. Keep private messages private; don’t post to the group as well.

Interactive services (e.g. Skype)

  1. The conversation leader is the person who invited each person to the conference.
  2. If you drop out of the call, wait to be reconnected by the conversation leader.
  3. Respect the culture of the group including people’s differences and accents and adjust to the style and tone of the discussion group.
  4. This is no different to having a face to face conference, the same respect is extended. Do not over-ride others as they are talking, wait your turn.

Text talk

  1. Short cuts or text talk is appropriate whilst sending texts and on some internal email messages, however, is not appropriate when sending emails to customers. If a customer initiates text talk and it is appropriate to respond in the same manner, then that is acceptable.

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