Purpose
This policy establishes guidelines for email communication at Oxcel Pty Ltd to ensure professional, efficient, and clear communication among brokers, employees, clients, and other stakeholders, both internally and externally. Following these standards helps maintain a cohesive and respectful communication environment.
Scope
This policy applies to all employees, contractors, and third-party partners who use email as a communication tool on behalf of Oxcel Pty Ltd. It governs both internal and external communications.
Email Communication Guidelines
1. Prompt Responses
Respond to emails promptly to avoid communication gaps. If more time is needed due to workload or time zone differences, acknowledge receipt. For tasks requiring additional time, use a task management tool (e.g., Google Tasks, Monday.com) to track progress and provide timely updates.
During work hours, with consideration for business development meetings, the expected average response time is 1.5 hours and should not exceed 3 hours.
For holidays, professional development days, or any other unavailability, employees should set up an auto-response indicating their absence.
2. Email Protocols
"To" Recipients: If you are directly addressed in the "To" field, a response is required.
"CC" Recipients: If you are copied for informational purposes, no response is required unless the email specifically calls for your action.
"BCC" Recipients: As a "BCC" recipient, you are required to remain silent, with no visible response in the thread.
3. Task Prioritization
Tasks should be completed in the order received unless marked as Urgent or Super Urgent.
Urgent: These tasks bypass the standard queue and should be addressed after completing the current task.
Super Urgent: These tasks take immediate priority and require dropping everything to resolve them.
4. Email Formatting and Etiquette
Salutations: Address recipients by their first name unless a formal address is required.
Example: "Hi John" or "Dear Mr. Doe" (for legal matters).
Structure:
Start with a greeting.
Provide a clear explanation of the issue or task.
End with an assurance or polite closing.
Email Signature: It is mandatory to include your email signature in all internal and external communications. This is a must for professional and legal reasons. No emails should be sent without an email signature. For creating or updating your email signature, please contact [email protected].
Conciseness: Keep emails brief, focused, and to the point.
5. Professional Conduct
Maintain a professional and friendly tone in all email interactions, with respect, clarity, and courtesy. Uphold Oxcel’s values in every communication. If a broker or external client is upset or annoyed, respond calmly and professionally, beginning with an apology and following up with a clear, thoughtful explanation—focus on resolving the issue, not making excuses.
6. Confidentiality
Ensure that all email communications comply with the company’s confidentiality policies.
Sensitive information includes proprietary company data, client details, and any information classified as confidential by the company. When in doubt, consult your manager before sharing.
Do not share sensitive or proprietary information without the necessary authorization.
7. Team Collaboration
Encourage collaboration and teamwork through emails by supporting colleagues and working toward common goals.
Use "reply all" sparingly and only when necessary to keep relevant team members informed without overwhelming inboxes.
8. Email Security
To protect the integrity and security of company information, all employees must adhere to the following email security practices:
Be cautious of phishing emails: Do not open attachments or click on links from unknown or suspicious sources. If you suspect an email may be a phishing attempt, report it to the IT department immediately.
Use strong passwords: Ensure that your email account is secured with a strong, unique password that is not shared with anyone.
Avoid sending sensitive information via email unless necessary, and ensure proper encryption or secure communication channels are used where applicable.
Log out of email accounts when not in use, especially on shared or public devices, to prevent unauthorized access.
Non-Compliance
Failure to comply with the Email Communication Policy may result in feedback and additional training to address the issue. Repeated non-compliance or severe breaches may lead to disciplinary actions, depending on the situation.
Review and Updates
This policy will be reviewed and updated on a need basis as circumstances require.
Effective Date
This policy is effective as of 04 November 2024.
Contact for Clarification
For any questions or clarification regarding this policy, please contact:
Contact Person: Md. Mostafizar Rahman Rony
Position: Chief of Staff
Email: [email protected]