Here at work we are attached to our ICT's continually. This is how we provide the service to our customers. A question is raised in the reading about how far an organization should be able to go in monitoring its employees. (Page 103) There are obviously 2 sides to this issue. The company that provides the equipment has the right to monitor its use. The other side of the coin is that employees are entitled to some degree of privacy and their personal behaviors are their business.
We manage and supervise by walking around. There are specific guidelines to what is acceptable behavior while performing specific job related tasks. For example, we dictate calls for the hard of hearing. When we are engaged in a live call, processing this call, we are to be doing nothing else. As we walk around to help our employees, sometimes we walk by and these rules are being disobeyed and we have to report it. We don't necessarily see exactly what was taking place, but we know that something personal was going on. They may have been emailing, instant messaging, shopping, and banking...really any number of things. Our ability to view the personal nature of this is slim to none. However, we also have other means of ensuring our customer service and that is by remote monitoring.
We as supervisors have a way to see what is being said only. We cannot view the individual’s screen. However, the managers have the ability to monitor if ethical behavior and rule adherence is being followed. The company itself also has policies about what type of behavior is allowed on their equipment. They can monitor "illegal or illicit actives" within the company system. Anything that is considered inappropriate is frowned upon. We are asked to maintain a level of decorum in our dealings, through email and other communications, on the equipment that is provided and maintained by the company.
Our company also values the privacy of our employees as well as our customers. There are safeguards in place to protect the customer's information. This is not limited to the commitment by the employees not to discuss or disclose call content and private information that they may disclose during their conversations that we dictate. We also safeguard the private information of our employees by providing secure logins for desktops as well as other programs within the system. This creates a safe environment and ensures that there is no tampering with their personal information. When passwords are forgotten, the automatic process is just a reset. So the employee can reset anything needed, and doesn't require any other individual to personally know their passwords. This way, no one can get any private information about any employee.
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