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Customer Service Manager Interview Questions and Answers

Customer Service Manager is responsible for looking after customer service department and providing highest level of customer service. The main responsibilities of customer service manager include finding solutions to customer’s problems, hire and train customer service executives, resolve complaints and issues, maintaining reports etc. Read below some frequently asked Customer Service Manager Interview questions and answers. Be confident but do not sound overconfident during your interview. The answers should not seem like you have rehearsed. Apart from the below questions, you should be very well prepared with other questions as well.

1 Q: Tell me what you know about this company.

A: The interviewer expects you to be interested about the company where you wish to work. It is necessary to do some research about the company. Give a brief description about the company including the main details and it is better to add something extra to what the interviewer doesn’t know.

2 Q: What steps have you taken to promote great customer service in your previous job?

A: Firstly, you should explain the meaning of great customer service. Give examples where you initiated changes to promote great customer service. Be specific and brief in your answer. The interviewer wants to know whether you can add value to your work by doing something unique.

3 Q:. Why do you think you are suitable for Customer Service Manager position?

A: The answer should be according to the job description. Describe how your skills match with what the company is looking for. Also provide the way you will contribute towards the success of the organization. Be confident in answering this question as you have to stand apart from other candidates.

4 Q: How will you handle the problem of an employee reporting to you?

A: The interviewer wants to know your leadership and problem solving skills through this question. Communicating and learning about the problem from the employee is the first step. A solution has to be found out taking into consideration all the factors. Give a short and to the point answer to the interviewer without getting into too many details.

5 Q:. What have you learned from your mistakes?

A: This question tests whether you acknowledge your mistakes and have learnt from them. It’s better to admit your mistakes as interviewers will view it in a positive way. Provide some examples where you had done mistakes and also add what you learnt from the mistakes.

6 Q:. Are you good at working in a team?

A: Here you can explain very well, about how you proved to be a good team leader in your previous jobs. A customer service manager has to manage his team. Co-ordinating with the team and proper communication is required by a customer service manager. A customer service manager cannot work independently as he is responsible for training and motivating the customer service executives. Team spirit is an important quality for a customer service manager.

7 Q:. What are your strengths and weaknesses?

A: You need to provide examples for your strengths. Assess your skills and you will get what your strength is. The answer to this question must be for one or two minutes and not more than that. While saying about your weaknesses, minimize talking much about your weakness and emphasize more about the positive. Also mention what steps you have taken to overcome your weakness.

8 Q:. In your team, if someone is under performing, how will you deal with such a situation?

A: Here the interviewer wants to test your problem solving ability within the team. Describe the approach you will undertake in such a situation. Discussing with the team member is important which will help in finding ways to motivate the employee. An employee who is under performing needs motivation, so it depends on the customer service manager how he will motivate the employee so as to increase his performance.

9 Q:. What skills are needed for a Customer Service Manager?

A: The essential skills required for a customer service manager are leadership, problem solving skills, motivational skills, decision making skills etc. Demonstrate these skills with some examples from your previous job to show that you possess such skills needed for a customer service manager.

10 Q: Give a situation when a customer request was not fulfilled as per official guidelines.

A: The interviewer wants to know about your adaptability to situations. In customer service industry, one has to cope up with different situations and different people. Demonstrate your ability to adapt to different situations by selecting the right approach and communication style and behaviour to suit different needs.

11 Q:. Describe a situation where a customer presented you with a complex query and how you dealt with the situation?

A: The interviewer wants to know about a situation in your previous job where you had to deal with a complex query of a customer. A customer service manager should be able to analyze and solve problems efficiently. A query which is difficult to understand needs to be analyzed to identify the key issues and customer’s as well as organization’s view has to be understood and necessary solution has to be determined. You need to be prepared with such an answer before appearing for your interview.

12 Q: Where do you see yourself in five years?

A: Your interviewer wants to know whether you have clear goals in life. Many candidates do not prepare for this question and they are basically aimless in life. The interviewer will want to judge whether you see yourself in improving in the area and moving up the management level. It also helps the interviewer know if you are serious about your career or not. Be specific in your answer and finish off in three sentences and not more than that.

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Posted by Hrformats - September 1, 2014 at 5:35 AM

Categories: Job Interview   Tags:

Office Timings Email to Employees | Office Timings Mail

Office timings are the first thing when we talk about having discipline in office and for that writing office timings mail to employees is very important. A punctuality email to employee is a precise email which unveils the rules and regulations in relation with office timings. With an office timing discipline email, you can reach out to all your employees in one go. There are all kinds of office timing notice samples available online. You can use these emails to employees to come on time to create a customized draft.

Here is a sample of circular for office timings. You can use this format for office timing email to employees to draft your own email.

Office Timing Email Format to Employees

Date: October 11th, 2020

Dear All,

This is an official circular for office timings that all the employees are required to follow every day. Zenith Technologies Ltd. has its office timings from 9 am to 6 pm from Monday to Friday. The lunch break will be from 1 pm to 1:30 pm during which you can take the free meals from the company’s canteen.

We would like to highlight that our company is very particular with office timings and therefore, all the employees must strictly follow the timings mentioned above. Any failure in reporting to work on time or leaving from work before the office time can attract serious actions against the defaulter. Anyone who is late to report to work by 10 minutes will automatically be marked absent and will not be remunerated for that particular day. And if an employee is found to report late more than three times in a quarter will have to face serious consequences.

We are hopeful that all the employees will be punctual to work. We will need your cooperation to create a healthy and disciplined working environment at office.

Regards,

Henry Crimson

Manager

Zenith Technologies Ltd.

London

Click here to download Office Timings Email to Employees in Word Format

Related Other Letter Format

I Will be Coming Late to Office Today Email Format
Request Letter for Approval of Change in Office Timing
Application Format for Shift Change in Office
Letter Offering Circular to Maintain Timings for Late Coming Employees

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Posted by Hrformats - October 10, 2020 at 7:26 AM

Categories: Email Format   Tags: , , ,

Must Have Important Skills for a Sales Representative Candidate

Sales representative is one profile in which a candidate is given a set target for the month to provide customer services to different kinds of customers. This job requires you to interact with customers and motivate them to make purchase. It can be an interaction with a customer you already know or with a potential prospect with whom you have never interacted in past. Sometimes you are even required to make a cold call. During all this process, you will come across different kinds of personalities, some of which will be warm, some of which will be resistant in talking to you and some will need a little extra efforts to get convinced.

If you are planning to apply for a post of Sales Representative, then you must have all the essential skills that can really help you deliver amazing performance. This article talks about the important skills which you must possess if you are applying for the post of sales representative. These skills will take your performance to a higher level all together.

  • Planning Skills: To be able to chalk out a good plan by organizing different aspects of working, by managing meetings with different prospects etc. You need to be a good planner as you need to have good skills to plan and manage for smooth functioning on daily basis and also for long term.
  • Skills to stay aware: You must also stay informed about the current happenings in the market. It is essential that you are aware about the competition, market trends and various other things that can affect your working. You should also be informed about the literature of the competitors and what they are offering to the customers.
  • Foresightedness: To be able to predict the market trends in future and stay abreast with the modern trends in the market.
  • Reporting skills: To be able to create detailed reports which consist of all important points. You should also be able to summarize on daily basis along with concluding performance on monthly and yearly basis.
  • Investigational skills: To be able to deal with all kinds of customer complaints and resolve them at the earliest by taking into account all the essential points.
  • Participative skills: To be able to participate regularly in different educational workshops, attend networking events and stay abreast with all the latest market news and changes by participating in all sorts of events and sessions.
  • Recordkeeping skills: To be able to record data in an organized manner and being able to produce it as and when required by quickly tracking it.
  • Team worker: To be able to work in team by having healthy and productive interactive sessions which can increase productivity.
  • Communication skills: To be able to interact in the most appropriate way with the customers and prospects and to be able to convince them in a smart way.
  • Customer Relationship building skills: To be able to form relations with new customers and to be able to nurture and nourish the old ones.
  • Knowledge about products and services: To have command over all the information concerning different products and services that are offered by the company. Not only this, he should also be well aware of the products and services offered by other companies.
  • Goal oriented: To be able to work with the target in mind to ensure that all goals are met within the defined time.
  • Territory management skills: To be able to manage the defined territory. To be able to travel with ease and proper planning as and when required.
  • Confidence: In order to conduct himself with pride and smartness which is important to impress the prospect and convert him into a customer.
  • Negotiation skills: To be able to negotiate smartly by convincing the customer and striking the deal this is mutually beneficial. To be able to convince customers to try new products and services.
  • An eye for detail: Should be able to observe and explain everything in detail, keeping in mind all the minute details.
  • Training skills: To be able to train his co-workers or teammates from time to time in order to enhance their performance.
  • Presentation skills: To be able to present his ideas and projects using the technology in the most interactive and interesting presentations.

All these skills are very much essential for every sales representative to possess otherwise he will not be able to deliver a good performance and meet his targets. So if you are applying for this profile, make sure that you have some of these skills or you are a hiring manager then make sure that the candidates that you have shortlisted possess these skills.

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Posted by Hrformats - March 17, 2015 at 12:14 PM

Categories: Others   Tags: ,

Sample Wrongful Termination Letter To Employer

Terminating an employee is never easy. It demands taking into consideration all the details and reviewing it from legal point of view. But despite that sometimes people are wrongly terminated by mistake or because of ambiguity of facts and evidences. In such a case, the best way to go ahead is by writing a wrongful termination letter to the employer stating your case thereby getting this attention on the wrong firing. It should contain all the details because of which you feel that termination is not justified. Make sure you include all the proofs which support your statement.

Below is given a professionally drafted example template for your reference so that you can draft a customized letter as per your need, consisting of all the details in a formal and informative manner.

Wrongful Termination Letter To Employer Sample

Date: January 22, 2015

Mr. Sam Brown

52 Richmond Street

New York

To,

Mr. Andy Jackson

Human Resource Manager

ABC Technologies Pvt. Ltd.

12 Park Avenue

New York

To,

Dear Mr. Jackson,

This is in response to the certificate letter that was issued by you on January 14, 2015. As per that letter, my employment with ABC Technologies Pvt. Ltd. was terminated with immediate effect on January 14, 2015, “no call, no show” clause. As mentioned in the letter that I was absent from work on January 10, 2015 without prior information to my reporting manager. And this happened for the fourth time during a period of eight months that I was missing from work without any information. I would like to present my part on the evidences that have been mentioned in your letter.

As per the schedule, I was suppose to be in office on January 10, 2015 and I agree that I was missing from work without information but it is for the first time it has happened in the last eight months. I have been absent thrice from work during this duration but I have always managed to inform my day manager.

As mentioned in the evidences that you have enclosed with the letter, I was missing from work on September 6, September 7 and September 9, 2014 with my name clearly highlighted and marked with “no call no show” remark. I have reviewed your evidence and now please have a look at mine.

I am quite aware of the company policy, according to which, any change in schedule must be approved well in advance and these changes should be signed by the manager. On September 6, 2014, when I was coming for work, on my way to office, I met with an accident and was hospitalized for 2 days because I had been injured. Due to such an emergency, I could not have the approval of the manager in advance. But my wife called the day manager, Mr. Andrew James on September 6, 2014 at 10.30 a.m. to inform him about my accident and condition. When I joined my duty on September 10, 2014, I was told by Mr. James that the information of my absence from work has been updated in my employee file and no action will be taken as it was an emergency situation.

Please find all the necessary evidences attached with the letter. There is a copy of police report on accident, doctor’s medical report and other hospital bills and records that confirm that I was hospitalized on those three days when I was missing from work. I have no proof to submit that I informed Mr. James and he promised that my absences will be excused. Based on these reasons I request you to please reconsider my termination. I hope to receive your response within one week of the date of this letter.

Thanking in anticipation.

Yours sincerely,

Sam Brown

52 Richmond Street

New York

Phone: 123-45678

Other Related Post to Termination Letters

Voluntary Termination Letter to Employee

Letter of Termination for Cause

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Employee Termination Letter Due to Poor Performance

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Posted by Hrformats - January 22, 2015 at 11:23 AM

Categories: Letters   Tags: ,

Offer Letter for Marketing Executive Format

We bring to you format of finest professional offer letter for marketing executives. Use it as the thread line for writing customized drafts on appointing the marketing executives in your company. Make sure it contains all important roles and duties related with the job profile along with the briefing of the contract. All of the information must be written in simple and easy language. Start your letter with the good news about the selection. Here is the template designed to help you.

Sample Offer Letter for Marketing Executive

From:

Henry James

HR Manager

Sachs International,

22nd Park Avenue

Los Angeles

Date: 9th August, 2014

To:

Simon Thomas

62, Autumn Gardens,

Los Angeles

Dear Mr. Simon,

We are extremely pleased to confirm your selection with our company, Sachs International on the post of Marketing Executive.

Job Roles:

Here is the brief on the duties related with your job profile:

  • Promotion of brand awareness and brand image, both internally and externally.
  • Using sales techniques to maximize the revenue while maintaining present customers’ loyalty.
  • Encouraging customers to make purchases or enroll for preview.
  • Creating better experience by recognizing opportunities to up-sell.
  • Answering queries and questions of customers by providing relevant information.
  • Receiving, recording and transmitting information and messages.
  • Working with zeal to increase sales.

Contract Inclusions:

The contract includes the following points mentioned below:

  1. Reporting: You will report to Andrew Hardy, Marketing Manager.
  2. Basic Salary: The offered position of Marketing Executive is at a salary of $ 800 per month.
  3. Work Hours: Your work hours will begin from 09.00 AM to 18.00 PM every day.
  4. Vacations: You are entitled for 2 vacations in a week.
  5. Compensations and Benefits: The compensation and benefits for the position of Marketing Executive include Group Insurance, Health Care, Transportation and Daily Allowance.

We are pleased to send this offer. Please sign a copy of this letter and send the same to us so that you can start with your job from 19th August, 2014.

We look forward to work with you. We wish you all the best for a successful career with our company.

Regards,

Henry James

HR Manager

Sachs International

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Posted by Hrformats - August 22, 2014 at 12:09 PM

Categories: Job Evaluation   Tags: ,

Terms and Conditions in Job Offer Letter

A job offer letter must contain all the necessary terms and conditions to clarify all the aspects related with selection for job. Here is a point wise description of every point which are important and must be included while drafting terms and conditions for the job. Follow these points to draft your own terms and conditions in the best of the manner possible:

1. Title

It must contain the job title on which the candidate has been selected.

2. Start Date

The next important thing in the letter is the start date of the job.

3. End Date ( In case of fixed contracts)

The offer letter must also contain the end date of the employment of the candidate.

4. Roles and Responsibilities

The job offer letter must contain all the necessary points concerning the roles and responsibility of the job profile. There has to be a point-wise description of the main highlights of the job. This will help the candidate deliver his services with the best of the understanding of what is expected of him.

5. Reporting Relationships

There has to be a mention of the person to whom the new employee must report. Mention the name of that person along with his designation to bring more clarity in the reporting relationship.

6. Probation Period

There has to be well defined probation period, if any. The purpose of this period is to train the new appointment within a definite time to have complete understanding of his job so that he can achieve satisfactory levels of performance. It should also contain the information about extending this period in case the candidate fails to deliver expected performance levels along with the information on interim reviews.

7. Appraisal

There has to be a mention of appraisal scheme related with the job profile. The purpose is to encourage the candidate for his career development and personal development. It must contain information on implementation of appraisal specific to the department. This will work as the motivation for the employee to deliver better performance.

8. Salary

This is the most important segment of the job offer letter. It must contain the following information:

  • Rate of Pay

It must contain the title of the post, the commencing rate of pay along with salary scale which is mentioned in the letter of appointment. It must also be made clear that there will be no other remuneration other than the payment.

  • Other Benefits

In case, there are other benefits like insurance, travel allowance, group incentives etc. they must be mentioned too. Put all the benefits with clear detailing about each.

9. Superannuation

There has to be a mention of superannuation plan of the company which is designed to benefit its employees after retirement. The offer letter must contain the deductions as per the pension plan. A new eligible employee gets enrolled in the appropriate pension scheme automatically when he joins the company.

10. Hours of Work

The next important thing to be mentioned is the hours of work. The letter must contain the daily working hours along with mention of special circumstances like part-time or extra-time working and the remuneration that will be paid for extra working.

11. Travel Requirements

Make a mention of travel requirements, if any. It must also include the frequency of travelling concerning the job profile.

12. Public Holidays, Overtime etc.

Information of public holidays and compensation for overtime on regular days and on public holidays must be mentioned in a simple and easy to understand language.

13. Holidays

This head must contain information on the number of paid leaves to which the candidate is entitled. It must also mention the exception holidays like locally agreed department closure holidays etc. along with the payment conditions on all such days. Special mention of conditions regarding holidays during probation etc.

Below are some of the conditions on which the letter must focus to bring more clarity:

  • Additional Holidays for Long Service
  • Holiday Entitlement for Part-time Workers etc.

14. Termination Clause

There are two conditions under this head which must be kept in mind.

  • Termination of Appointments by Notice

Make sure you mention the period of notice which you are obliged to give the candidate before terminating him. It must be given in writing. This period usually varies between weeks to a month depending upon the organization. Do mention all the other conditions concerning the termination.

  • Retirement

Do make a mention of the normal date of retirement in your company. Also mention the age of retirement.

15. Restrictive Covenants

This is an important part of the terms and conditions. It is asking the candidate to maintain the confidentiality of the intellectual property of the company. This is a non-disclosure agreement which maintains the confidentiality of important information of the organization.

These are some of the important points which must be kept in mind while designing the terms and conditions in the job offer letter of your company. Customize these points as per the need of your company.

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Offer letter is a formal confirmation that you have received the job and it always makes you happy. If you have received an offer letter then your appointment letter will soon follow it.

How to Write an Email While Giving Appointment Letter
Being the HR Manager of your company, you are the one who needs to send various letters in relation with recruitment like Appointment Letter for Internship Trainee and selected candidates, Job Offer Letter With Probationary Period etc.

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Posted by Hrformats - August 19, 2014 at 7:07 AM

Categories: Job Evaluation   Tags: , ,

Top 4 Steps of Robust Recruitment Process

Top 4 Steps of Robust Recruitment Process

The process of recruitment forms one of the crucial parts of HR Operations. They need to hire people required to execute various tasks and responsibility in an organization at various levels. Requirement on the kind of people differs from organization to organization. Therefore it in very important for HR personnel to understand the function of the business he/she is in.

Hiring process is a combined effort of the HR and Hiring manager. Hence both the personnel should spend ample amount of time to discuss the qualities and capabilities they are looking for in the candidate.

To make the process a bit easier and simpler I have come up with four implementable steps that can be followed in any organization. This plan is full proved as I have got effective results as well. However, you can change the requirements as per your organization need.

Following are the four steps I am talking about. Read it carefully.

Step 1: Get details of the position to hire from the hiring manager

The hiring manager and the HR personnel should discuss well in advance the kind of person they want for a specific position. If a good coordination is not maintained, the HR would surely hire wrong kind of person and the process of recruitment would take longer time. However, it is understandable if both the personnel do not get ample time to get along and discuss because of their busy schedule. If such is the case, the HR can create a format Manpower Requisition Form to collect information required for a certain position.

The MR Form should cover all the important information required in the recruitment process to find the correct match. Some of the requirements will include:

  • Job Tile
  • Grade
  • Number of Positions
  • Location
  • Replacement/ New Hire
  • Replacement of (In case of Replacement)
  • Reporting Manager
  • Hiring Manager
  • Contact details of Hiring Manager
  • Salary Range
  • Employment Type (Permanent, Contractual, Trainee, Consultant)
  • Contractual Duration (If applicable)
  • Mandatory Educational Qualification
  • Desirable Educational Qualification
  • Certification (If Any)
  • Minimum years of experience
  • Maximum years of experience
  • Any Specific Industry to look for
  • Any specific companies to look for
  • Job Description (Attach separate document if required)
  • Gender Specific (if any)
  • Age Criteria (if any)
  • Expected on board date
  • English Communication Scale Required (Excellent, Very Good, Good, Average, Below Average)
  • Knowledge of any other language
  • Interviewer Level 1
  • Interviewer Level 2
  • Interviewer Level 3
  • Any other specific criteria to keep in mind

You may also add a few of points as per your company’s requirement.

How to maintain the Master file of Manpower requirement and capturing progress

You must also maintain a master file where you can dump in all the record of the manpower requisition and progress generated. Simply create a spreadsheet to do so. Let me refer to Manpower Requisition as MR from now on.

Guideline to help you maintain the spreadsheet:

  • MR Code: Assign this unique code to each requisition raised. Mention more than one position in MR format in case of hiring manager and then issue separate MR code for each position.
  • Date of MR Raised
  • Information like Designation, Grade, Replacement/ New Hire, Replacement of (In case of Replacement), Reporting To etc. should be mentioned.
  • Hiring Manager Name, Educational Qualification (Essential), Educational Qualification (Desirable) should be mentioned as well.
  • TAT (Turn Around Time): Pre define a time frame to close any position. You can have one TAT for all positions to close or different TAT depending upon level / grade of position you plan on hiring.

For instance, you can keep the following TAT depending upon position:

ü Below Assistant Manager                                   :   30 Days

ü Assistant Manager to Manager                         :   45 Days

ü Above Manager to below General Manager  :   60 Days

ü General Manager                                                 :   75 Days

ü Above General Manager                                     :   90 Days

  • Status: Keep this field to maintain the status of each MR Requisition. For example it may include Open (No action taken yet), WIP (Work in Progress), Offer Made, Closed (Means candidate has joined), Withdraw (Position withdrawn by Hiring Manager), Hold (Position put on Hold by Hiring Manager), Un Hold (Position reopen by Hiring Manager) etc.
  • Date of position on Hold and Un Hold
  • Closure Date
  • Name of Candidate Selected
  • Mobile number of selected candidate
  • Expected Date of Joining
  • Cost to Cmpany Offered
  • Source of Hiring column will include Job Portal, Newspaper, Employee Reference, Campus Selection, Consultant, and Other Sources.
  • Source Description
  • Candidate Joined (Yes / No)
  • Actual Date of Joining
  • Remarks (If any)

Maintaining the above information for each position will thus help you generate effective reports like:

ü  How many positions are opened, WIP, Closed and held?

ü  How many hiring are under TAT or exceeded TAT?

ü  Grade wise positions along with closure status etc

Step 2: Find suitable candidate and send details to the hiring manager

When the hiring related information is obtained by the recruiter, he/she can start the sourcing process.

When the recruiter find a suitable candidate, he/she must forward the details of candidate to hiring manager. Before lining up the candidates for interview, the recruiter should match their suitability against each parameter. This way you can save time of the HR, hiring manager and candidate. Also if possible, telephonic round should be arranged to ensure hiring manager can judge further suitability on technical aspects before the Face to Face round

Make sure to send the following information while sending resume to the manager:

  • The resume of candidate
  • Try to provide information systematically against each parameter as per the MR Format. This will ensure that the right person is hired. Since a recruiter work on various positions at one time, this format will help them to check all the parameters required for the position so that the candidate has less chances of rejection.

Step 3: Mid Recruitment Process

Below are certain tricks to make the recruitment / hiring process faster.

  • After sending the candidate details to the hiring manager, a link must be maintained with the hiring personnel to get feedback. This is crucial because if you do not get the feedback on time, your TAT to close the position will increase and the sourced candidate may seem no longer interested in your company. You can also ask your seniors for the feedback.
  • Communication is a crucial aspect of recruitment. Try to communicate about each and every update to all the party involved. Include the candidate in the list as well. For instance, when the telephonic round is confirmed, update both the hiring manager and candidate about it.
  • Quick communication is very much important. Call up candidates lined up for interview and share the current status with hiring manager like if the candidate is on way, refused, want to postpone or not reachable.

Step 4: Finalize the candidate

When a candidate is finally finalized after the rigorous process, follow the following process:

  • Ask for salary proof from the candidates. This is important because most candidates forge their current salary or lie about their current package. Ask for Salary slip and Bank Statement where entry of the salary transfer is recorded.
  • Mention the candidate that once offer is made to him and accepted, he will have to resignate from his current post. A copy of the resignation letter with the date of relieving should be produced too. This minimizes the risk of candidates not joining. Also, work on back up arrangement, if required.
  • Get approval from the hiring manager on the salary offered to the candidate. It is always better to get verbal things documented to avoid confusion later.
  • Mention in detail about the complete offer to the candidate. This will include the salary structure, other benefits, documents to submit while joining and any other important information.

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Posted by Hrformats - December 27, 2013 at 10:07 AM

Categories: HR   Tags:

Job Offer Letter With Probationary Period

Please find the attachment Job Offer Letter with Probationary Period.
 

 

Joining cum Offer Letter

 

Date/Month/Year

 

To,

Mr. XYZ

Address

Pune – 411007

Dear Mr. XYZ,

We at COMPANY NAME are pleased to induct / appoint you in or esteem organization as a Human Resources – Manager, we would like to confirm your appointment based on the acceptance of the following:

Place of Posting:

You will be posted at Pune, However during employment with the Company, you may be posted / transferred to any other Sector or Branch needed as per requirement.

Kindly confirm your earliest date of Joining with us.

Reporting:

You will be reporting to Mr. XYZ – DESIGNATION.

Probation and Confirmation:

You will be initially on probations for a period of 3 (Three) months during which you may be removed from your appointed post without giving any notice or reason thereof if not found satisfactory as per performance reviews. You will be given an appointment cum confirmation letter after the given probation period is over.

Salary and Allowances:

Your salary would be confirmed and communicated to you by concerned and the HR Manager. A details salary structure will be issued to you during your joining with a Salary break – up explained to you and other company policies. Other than this, a salary structure will be attached with the hard copy after you join the company.

Increments and Incentive:

You are entitled to normal increments, which are normally based on consistency of performance review and reports along with this the front end will be appraised with an incentive as per targets achieve. The incentive is paid weekly as per the Policy.

Duties and Responsibilities:

The Company expects you to work with a high standard of initiative, efficiency and economy. You are expected to strictly follow the various company policies viz,, Ethical Policy and Quality Policy.

You shall neither divulge nor give out information to any unauthorized person during the period of your service or even otherwise or even otherwise, particulars about the products and services, technical know-how, security arrangements, administrative and  / or organizational matters of a confidential / secret nature which may be your privilege to know by virtual of your being our employee.

You will be governed by the general polices of the company with regards to leave and other administrative matters that may come in force from time to time.

Any employee wishing to resign must communicate his intent in writing for acceptance by the Management. On acceptance of resignation, employee must serve the applicable notice period of 60 days. In the event of separation, the notice period applicable to the organization as well as the employee is 60 days.

You will agree not to take up any other assignments during the association with us. Even after disassociating with us. You will not take any assignments with our partners, customers or any competitors for a period of least 2 years after separations.

Please sign the attached copy of this Letter as a token of acceptance of the terms and conditions embodied herein within 5 (Five) days after you receive the Letter.

We welcome you to our team for a long, successful and mutually rewarding relationship.

Wish you a very Happy Joining with SHORT FORM OF THE COMPANY.

For COMPANY NAME

Sincerely,

 

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Posted by Hrformats - November 22, 2013 at 12:06 PM

Categories: HR   Tags: ,

Appointment Letter Format

Appointment letter will remain the same as per the below , you just need to change the designation and salary accordingly and release them. If they are recruited from third party agencies then you no need to bother much. Please find the attached Appointment letter.

 

 

January day of: Date of Joining

                                                                                             Personal & Confidential

Mr. ______________

S/O: Mr. ______________

______ (Address) _______

___________

______________

Sub:Letter of Appointment

With reference to the discussion we had with you, we are pleased to appoint you as   System Administrator under the following terms and conditions:

1. Commencement Date

Your date of appointment will be effective from January day of: Date of Joining

2. Salary and Benefits

Salary and benefits are detailed in Annexure attached herewith. Your Gross Salary is                 (XXXXXXX) subject to deduction of Tax at source.

3. Place of work

Your initial employment location will be Hyderabad. However, your services are transferable to any place in the country or abroad or to any of the company’s associate or sister concern or its subsidiary client location, at the sole discretion of the management.

4. Working Hours

The shift timings will be based on process / program requirement as and when explained by your superiors.

5. Job Assignment/Reporting

In your assignment, you will be responsible for the duties of System Administrator, as more particularly laid out in the job description for this position. You will report directly to the supervisor nominated by the management.

6. Probation, Confirmation & Termination

1)      You will be on probation for a period of 6 (Six) months from the date of your appointment, where after, if your services are found satisfactory, you will be confirmed by means of a written intimation. The management reserves the right to reduce, dispense with or extend your probation period at its absolute discretion.

2)  (a) During the probation period or the extended period of probation, an Employee will be liable to be discharged from the company’s services at any time with 60 days prior notice and without assigning any reason. An Employee also bound to provide the company with 60 days notice during which period he / she may have to actually work. The company does not encourage adjusting notice period against either leave or forfeiture of salary.

(b)    Upon confirmation your services are liable to be terminated by the company after

        Providing you two month’s notice or payment of basic salary in lieu thereof

        You shall also be bound to provide the company with two months notice prior to

        Resignation during which period you may have to actually work. The said period

        Will not be adjustable either against leave or forfeiture of salary

(c)    If the exigencies of work so require, the company may not relieve you earlier than the expiry of the entire period of notice. It shall, however, be open to the company to accept your resignation with effect from any date earlier than the one offered by you in your resignation letter.

     (d) The company will have the right to terminate your employment without notice or payment of salary in lieu thereof if:

  You commit any breach of your duties and responsibilities under this    contract of service.

  You are guilty of any gross default or misconduct, which contravenes   the expressed or implied conditions of your employment; and

You commit breach of any of the terms of clause 8 of this appointment letter.

7. Absence without Notice

Absence without leave or remaining absent beyond the period of leave originally granted or subsequently extended, shall result in voluntary termination of your employment without any notice unless you

1)      Return to work within 3 days from the commencement of such absence, and

2)      Provide satisfactory explanation to management regarding such absence.

8. Non-Disclosure Agreement

 

During the course of your employment with us you will have access to confidential/proprietary information about the organization, its clients, its business transactions, and associated companies. You shall not during your course of Employment and two years after you have ceased to be in the employment of this organization, disclose such confidential/proprietary information to any third party and /or any unauthorized person.

All notes and memoranda pertaining to this organization trade secrets and confidential/proprietary information made by or acquired by you during the course of your employment shall at all times remain the property of this organization. Upon termination of your employment, you shall return all notes/memoranda and any copies thereof to organization that you may have obtained during the course of your employment.

You are obliged to sign a non-disclosure agreement specific to a particular client as and when required by organization.

Prior to joining organization, you will ensure that you will be free from any contractual restrictions preventing you from accepting this offer or starting work on the joining date.

9. Employment Regulations

 

Whilst employed with the company:

You will not engage in any trade or profession or undertake any employment, full or part-time, while in the service of the Company;

 You will have no objection to working extra hours in the morning and/or the evening according to the requirements of the job.

  You may be selected and sponsored by the Company for familiarization/training assignments with the Company’s technical collaborators or any other institutions/organizations in India and/or abroad. You will diligently and beneficially take part in such assignments. The cost of

Such training, including the travel fare and related expenses, will be borne by the Company subject to agreements to be drawn up and signed between the Company and you. Such agreements will be specifying the minimum period you will be required to serve the Company after completing the training and providing for payment of liquidated damages by you to the Company proportionate to the time period of service remaining to be rendered, in the event you voluntarily terminate the contract of service or this appointment, as the case may be, prior to the expiry of the agreed period of service referred to hereinabove;

  You will carry out your duties with diligence and loyalty at all times, keeping the

      Company’s interest paramount;

 You shall not under any circumstances either directly or indirectly, receive or accept for your benefit any commission, rebate, discount or profit from any person, company or firm having business transactions with Organization

During your employment, you will be bound by the Company’s Rules and Regulations framed and enforced from time to time. The Company reserves the right to amend or alter the said Rules and Regulations at its discretion, without any  notice thereof, and these will be deemed as Rules and Regulations in terms of your employment;

 The Company shall verify the facts stated by you in your resume submitted during the interview process. If any of the facts stated therein are found to be false, your services will be terminated immediately without any notice or any compensation in lieu of the notice period;

 This appointment letter is governed by and shall be construed in accordance with the laws of India, and both parties to this appointment letter shall submit to the exclusive jurisdiction of the Indian Courts. This appointment letter contains the entire understanding between the parties and supersedes all previous agreements and/or arrangements relating to employment with the organization. Any amendment or modification to this appointment letter shall be made in writing and signed by both the parties.

The terms and conditions of service are confidential and may not be disclosed to or discussed with anyone;

You will be required to effectively carry out all duties and responsibilities assigned to you by your manager and others authorized by the company to assign such duties and responsibilities;

 You will be required to apply and maintain highest standards of personal conduct and integrity and comply with all company policies and procedures. All acts subversive of good conduct and discipline like insubordination, gross negligence, corruption, fraud, forgery, misappropriation, etc. would warrant strong disciplinary action from the company.

 The emoluments/benefits due to you will be liable / subject to deduction of income               tax in accordance with the provisions, of the Income Tax Act and Rules made there under as also other applicable laws, if any, as may be in force from time to time.

 

10. Retirement

You will automatically retire from the service of the company on attaining the superannuating age of 60 years.

11. Date of Joining

You are required to join on or before January day of: Date of Joining, following which this offer stands withdrawn. At the time of joining please submit the following documents:

a)                                                                         Proof of compensation last drawn Date of Birth proof certificate (Copy of passport / birth certificate / S.S.C) (Two Copies )

b)                                                                         Original Academic Certificates (all from 10th to Highest)

c)                                                                         Original Resignation Letter with acknowledgement

d)                                                                         Relieving letter from previous employer (Original)

e)                                                                         Proof of compensation last drawn (3 Months – Original)

f)                                                                          Six passport size photographs (Recent)

g)                                                                         Bank Statement (six months)

12. Acceptance

Please sign and return the duplicate copy of this letter and annexure as a token of your acceptance of the terms and conditions mentioned herein.

If you fail to indicate your acceptance within a week from the date of the appointment letter, this offer of employment will be deemed to have been withdrawn and cancelled.

All other terms and conditions will be governed by the Company’s policies as stated from time to time.

We look forward to your joining us for a long, successful and mutually beneficial association

Yours faithfully

for Company Name

Adnaan

EXECUTIVE – HUMAN RESOURCES

———————————————————————————————–

I accept the appointment on the terms and conditions contained herein and will report for duty on …………..

Signature: ………………………..

Date:                                                                            Name: ……………………………….

Click Here To Download Appointment Letter

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Posted by Hrformats - December 27, 2012 at 2:12 PM

Categories: HR   Tags:

Draft of Communication Policy For Corporates

I have attached draft of communication policy for corporates.

 

Draft outline of Communication policy

 

Part I: INTRODUCTION

Part II: DEFINITIONS
Part III: CONDITIONS OF USE
Part IV: PROCEDURES
Part V: SECURITY
Part VI: RESPONSIBILITY
Part VII: ENFORCEMENT
Part VIII: APPLICATION OF THE POLICY
Part IX: EFFECTIVE DATE


ANNEX I – E-MAIL ETIQUETTE

 

 

XXXXXX (WRITE YOUR ORG NAME) CORPORATE E-MAIL
A Directive on E-mail Use

 

Part I: INTRODUCTION
1. Electronic mail is an essential element of business in XXXXXX (WRITE YOUR ORG NAME), providing convenient, time-saving communication within the  organization and externally. It also conserves institutional memory. The electronic exchange of information has a profound impact on business, and regulating such exchange is not merely a technical issue. Clear guidelines are required in order to ensure that  the e-mail system is used efficiently and effectively.

2. The “XXXXXX (WRITE YOUR ORG NAME)’s corporate e-mail” directive is issued by ____ in the framework of its mandate for administration management and in collaboration with other concerned Offices. It sets forth the policy for an efficient, secure and reliable use of the corporate e-mail system.

3. The objectives of the policy are to ensure that:
XXXXXX (WRITE YOUR ORG NAME)’s e-mail system is used efficiently and effectively;
staff members are informed of the rules regarding use of e-mail services;
availability and continuity of e-mail services are maximized; •
the institutional memory of e-mail communication is preserved; •
exposure of the Program to breaches in security is minimized; and •
the use of e-mail is compatible with the ethical standards that our corporate follows

The rules and procedures described in this document apply to all XXXXXX (WRITE YOUR ORG NAME) staff members and
anyone granted access to XXXXXX (WRITE YOUR ORG NAME)’s e-mail system (hereafter called “users”).

Part II: DEFINITIONS
As with most businesses, e-mail communications at XXXXXX (WRITE YOUR ORG NAME) fall into one of two categories:
Administrative or Personal.


Administrative e-mail
4. Administrative e-mails convey content related to XXXXXX (WRITE YOUR ORG NAME) activities or to the service conditions of its staff. They enable and facilitate operations, provide a basis for individual or institutional accountability, and/or protect legal interests.
5. Administrative e-mail messages are part of the institutional memory and, as such, are preserved in electronic registries. Such messages include, but are not limited to: project documents, donor proposals, contracts, press releases and letters to applicants.

Administration Department Directive 3
6. E-mail messages of a less substantive nature which have an indirect, supportive
relationship to XXXXXX (WRITE YOUR ORG NAME)’s business may not need to be registered in electronic registries. Such messages are expected to have a short-term value and include drafts of documents, providing or requesting meeting or travel arrangements, responding to simple enquiries.

Personal e-mail
7. Personal e-mails have no relationship whatsoever to XXXXXX (WRITE YOUR ORG NAME) or to the service conditions of its staff. Examples of personal e-mail include: correspondence with friends or family, responses to advertisements, purchase of personal goods.
8. XXXXXX (WRITE YOUR ORG NAME) values the importance of enabling its staff to properly balance work and their personal lives. XXXXXX (WRITE YOUR ORG NAME) recognizes that staff can use the corporate system to exchange personal e-mail from time to time, particularly in hardship conditions. In other circumstances, staff is encouraged to use commercial e-mail accounts for personal purposes. These accounts are widely available at no cost.

Part III: CONDITIONS OF USE
XXXXXX (WRITE YOUR ORG NAME) property
9. Corporate e-mail services are extended for the use of XXXXXX (WRITE YOUR ORG NAME) staff and partners to accomplish tasks related to and consistent with XXXXXX (WRITE YOUR ORG NAME)’s activities and mission.
10. With the exception of material clearly owned by third parties, XXXXXX (WRITE YOUR ORG NAME) is the legal owner of all accounts and information stored on or passing through its e-mail system.
11. E-mail messages generated by users are identified, over the public Internet, under the domain @XXXXXX (WRITE YOUR ORG Website).
12. Access to XXXXXX (WRITE YOUR ORG NAME) e-mail services is a privilege that may be restricted by XXXXXX (WRITE YOUR ORG NAME) without prior notice and the consent of the e-mail user.

Activation and termination of e-mail accounts
13. A user is provided with an e-mail account by the EDP department through the
completion of an access form signed by his or her manager.
14. When a user leaves the company e-mail system privileges cease, XXXXXX (Write your Org Name) unless a request for continuation has been approved in writing by the EDP head. Normally, such approvals will be granted for a limited period.
15. In special cases, e-mails could be redirected to the user’s new affiliation or to a designated account at XXXXXX (WRITE YOUR ORG NAME) for a reasonable period of time, as determined by the staff managers.
16. E-mail accounts that have not had any activity or access for a period of six months will be automatically deleted and the corresponding contents archived.

Administration Department Directive 4

Part IV: PROCEDURES
17. XXXXXX (WRITE YOUR ORG NAME) recognizes e-mail as an indispensable means of communication and emphasizes proper e-mail content and prompt replies in delivering quality service and a professional image. Common rules are set hereafter to communicate better and derive maximum benefit from using e-mail efficiently. A list of encouraging practices can be found in Annex I, ‘’email
etiquette‘’.
18. To supplement this Policy, field offices may define additional technical conditions of appropriate use for local computing. Such conditions are intended to deal primarily with situations of limited resource supply.

When to use e-mail
19. The use of e-mail is encouraged particularly when it is a cost-effective means of communication, when it facilitates work in multi-time zone environments, or when the message/information being sent needs to be transformed for other uses.
20. At the same time, e-mail is designed for convenience, not urgency. The phone is a better tool for urgent messages. When actually important, a follow-up e-mail should be sent to document the verbal discussion.
21. XXXXXX (WRITE YOUR ORG NAME) staff and other users are requested to use the same personal and professional courtesies and considerations in e-mail as they would in other forms of communication, particularly those applicable to written communications. It should be kept in mind that e-mail creates a tangible record of communication.

User identification
22. In line with XXXXXX (WRITE YOUR ORG NAME)’s culture of transparent communication, the user name, e-mail address, organizational affiliation and related contact information must always reflect the  actual originator of a message.
23. Anonymous accounts are not allowed.
24. The e-mail sender is automatically identified by the first and last names of the owner (e.g. eugene.smith@XXXXXX (Write your Org Name).org or Eugene Smith/XXXXXX (WRITE YOUR ORG NAME)).
25. Further identification of the sender should be made by inserting the following
information XXXXXX (Write your Org Name) under the body of the e-mail message: first name, last name, title and Office, telephone number(s).

Administration Department Directive 5
Choice of recipient and subject
26. The “To” header line. Recipients listed in the “To” header line should be limited to those for whom the message requires direct attention or action. If a message is addressed to multiple parties, no one person is considered the responsible party.
27. The “CC” header line. Recipients listed in the “CC” header line should be limited to those who need the message for information purposes but are not required to take action.
Senders should make a careful selection of recipients to avoid an XXXXXX (Write your Org Name)necessary accumulation of e-mails by recipients, thus detracting from important information that recipients may need to access.
28. The “BCC” header line. Blind copies are permitted only when a message needs to be sent to a large number of recipients. Each recipient listed in the BCC header line will receive a copy of the e-mail with his or her name in the To header line. This is considered proper protocol by corporate standards.
29. Various lists of multi-recipient addresses are available for this service: All HQ Staff’, ‘All Country Directors’, ‘All XXXXXX (WRITE YOUR ORG NAME) Staff’. Its use is limited to offices of Division Directors and the central ___service desk.
30. The “Subject” header line. As all e-mails are filed in an Organization-wide system, e-mails should contain only one topic in the subject line to facilitate this process. The topic should be expressed as tersely as possible. On those occasions when the recipient needs to be provided with information on two or more XXXXXX (Write your Org Name)related topics, it is advisable to send separate emails, with each corresponding to one topic.

Replying to an e-mail message
31. Individuals should respond promptly to all messages containing their names in the
“To:” header field. An acknowledgement of receipt is expected be sent within 24 hours, and a substantive reply within three working days whenever possible, unless the message makes it clear that no response is necessary.
32. All users accepting the responsibility of a mailbox in their name should check the mailbox at least once each day when they are in the office. They should also make arrangements for the handling of their e-mail during absences, either by having their e-mail forwarded to another XXXXXX (WRITE YOUR ORG NAME) staff member or activating an out-of-office reply.
33. To keep the thread and context of the message clear, it is recommended that the “reply with history” function be used when replying. However, any  attachment should be removed before using the function.
34. To maintain e-mail effectiveness, the function ‘’ reply to all’’ should be carefully used: only the interested recipients should be addressed. It is not necessary to “copy all” to get the point across. This function may clog up the recipient’s mailbox, creating impediment and nuisance.

Administration Department Directive 6
35. If an e-mail message contains restricted information1, users must not forward it to another recipient unless the recipient has been authorized to view the information or the originator has explicitly approved the forwarding.
Copying communications in the electronic registry.
36. In order to maintain the integrity of the Programs institutional memory, all
administrative electronic correspondence that has financial, fiscal, administrative or legal value should be copied to the electronic registry.
37. Administrative e-mail messages of a less substantive nature, (e.g. meeting or travel arrangements, simple enquiries) should not be registered in the electronic registry. It may be saved in the user’s personal computers for quick reference and then discarded whenever suitable.

Deleting messages/attachments
38. Mailboxes are not intended to be used as data repositories; users should save
important e-mail messages and attachments as documents in their personal computers or in the electronic registry.
39. Old or unneeded messages should be deleted or archived as they take up valuable disk space. Attachments should be deleted after replying. Unless there are new recipients being addressed, attachments needlessly consume system resources.
40. Attachments should be zipped before being sent. A number of field offices suffer from poor connectivity. Large attachments may clog the line up and cause much inconvenience.

Personal use
41. XXXXXX (WRITE YOUR ORG NAME) recognizes the need to use its systems for personal use, which may arise from time to time. In these instances, staff can make personal use of corporate e-mail facilities, provided that it does not:
a. interfere with the operation of XXXXXX (WRITE YOUR ORG NAME)’s computing facilities by wasting computer resources or unfairly monopolizing them to the exclusion of others. Computer based resources – such as network bandwidth and storage capacity – are not unlimited;
b. diminish the user’s productivity in terms of work-related obligations; and
c. violate the rules contained in this or any other applicable policy.

Prohibited use
42. All actions and communications performed by users in the course of serving XXXXXX (WRITE YOUR ORG NAME) may reflect the corporate posture or image of the Program. To minimize the risks of
1 For an explanation of restricted information, please refer to Policy AD 2002/002, ‘’XXXXXX (WRITE YOUR ORG NAME)’s Corporate
Information Security Policy’’.

Administration Department Directive 7
compromising this posture or image, the use of XXXXXX (WRITE YOUR ORG NAME)’s e-mail system is not allowed  under the circumstances and conditions described below.
43. Incompatibility with International Civil Service Environment. XXXXXX (WRITE YOUR ORG NAME)’s e-mail services shall not be used to view, store or disseminate any message whose content can be classified as not compatible with a civil service environment. These include, but are not limited to

pornographic texts or images •
material promoting sexual exploitation or discrimination, racism or violence •
messages that are derogatory or inflammatory regarding race, age, disability, •
religion, national origin or sexual preference
information concerning drugs or weapons •
commercial advertisements •
44. Strain on computing facilities or e-mail systems of others. XXXXXX (WRITE YOUR ORG NAME) e-mail services shall not be used for purposes that could reasonably be expected to cause strain on any computing facilities, or interference with others’ use of e-mail or e-mail systems. Such uses
include, but are not limited to:
entry into, examination, use or transfer of, or forging or tampering with the •
accounts and files of others;
misrepresenting, obscuring, suppressing their own or another user’s identity; •
altering e-mail system software or hardware configurations; •
theft, destruction, falsification or unauthorized removal of e-mail messages; •
entering destructive codes (e.g. viruses) and material concerning ‘hacking’; •
exploiting users’ lists or similar systems for the widespread distribution of •
unsolicited mail;
subscribing to newsletters with no business-related content •
sending/receiving attachment files that exceed the size limited set by EDP (filters that are set to prevent large attachments and specific types of files that are harmful).

Part V: SECURITY
2 See directive AD 2003/001 for a complete listing of such prohibitions
Administration Department Directive 8
45. To safeguard data security and help prevent unauthorized access, XXXXXX (WRITE YOUR ORG NAME) puts in place appropriate physical, electronic, and managerial procedures

Confidentiality
46. The XXXXXX (WRITE YOUR ORG NAME) e-mail system technologies and configuration guarantee a high degree of confidentiality. However, confidentiality may be compromised by unintended redistribution of security credentials (e.g. passwords, signatures) or by messages, especially if transmitted over the public Internet.
47. Messages sent/received to/from e-mail accounts outside of the XXXXXX (WRITE YOUR ORG NAME) e-mail system over the public Internet are not protected by XXXXXX (WRITE YOUR ORG NAME) security tools. These messages can be easily read, changed and forwarded without any permission.
48. Users need to be aware that the identity of a sender of messages received from the public Internet may be easily counterfeited. Therefore, due diligence is requested when receiving from external accounts.
49. To limit the dissemination of restricted information, forwarding of e-mail to addresses outside XXXXXX (WRITE YOUR ORG NAME) is not permitted without a copy being saved in XXXXXX (WRITE YOUR ORG NAME)’s system.

Signed authorizations
50. Authorizations of action may be carried out using e-mail, in virtually the same way as practiced using traditional other communications methods (e.g. telephone, letters). This applies only to accounts belonging to XXXXXX (WRITE YOUR ORG NAME) e-mail system.
51. All contracts formed through e-mail offer and acceptance messages, as well as other legal and financial documents, must be formalized and confirmed via paper documents within two weeks.
52. Scanned versions of hand-rendered signatures are not encouraged and do not replace the original sender authorization.

Transmitting sensitive information
53. Users must not send any sensitive information or parameters (such as fixed passwords or account numbers) through e-mail unless the message has been protected by encryption.
54. Encryption refers to the process of making a message indecipherable to protect it from XXXXXX (Write your Org Name)authorized viewing or use. The encryption function works within the XXXXXX (WRITE YOUR ORG NAME) e-mail system but does not necessarily apply to messages in which the recipient is an external account on the public Internet.
55. When sending restricted information, the use of the Return Receipt function is recommended.

Administration Department Directive 9
Unsolicited e-mail
56. If a user has been requested by another user via e-mail or in writing to refrain from sending e-mail messages, the recipient may not send that user any further e-mail messages.
57. In general, XXXXXX (WRITE YOUR ORG NAME) cannot and does not wish to be the arbiter of the contents of e-mails.
Neither can XXXXXX (WRITE YOUR ORG NAME) protect users from receiving unsolicited e-mail they may find undesirable.
However, when technically feasible, XXXXXX (WRITE YOUR ORG NAME) may evaluate and set cost-effective mechanisms to alleviate this problem.

Disclaimer
58. Users shall not give the impression that they are representing, giving opinions, or otherwise making statements on behalf of XXXXXX (WRITE YOUR ORG NAME) or any of its units unless expressly authorized to do so.
59. They should ensure that their messages do not harm the Programs reputation in any way.
60. In line with the policies and procedures of major organizations and companies, all email messages being communicated from XXXXXX (WRITE YOUR ORG NAME) offices to external parties will be attached with a disclaimer notice3

Privacy and system monitoring
61. The Organization recognizes the importance of protecting the privacy of information.
XXXXXX (WRITE YOUR ORG NAME) is committed to make its best efforts to respect the privacy of staff and partners. It is XXXXXX (WRITE YOUR ORG NAME)’s corporate intent to balance its legitimate business interests with reasonable
expectations of privacy.
62. XXXXXX (WRITE YOUR ORG NAME) reserves the right to inspect, monitor and log any aspects of staff activity on its e-mail system.
63. Inspection, monitoring and logging are authorized following the rules set in AD
Directive 2003/001’’ Usage of Internet and network services’’.
64. XXXXXX (WRITE YOUR ORG NAME) reserves the right to retrieve data when there are time-dependent, critical operational needs of XXXXXX (WRITE YOUR ORG NAME) business in which a XXXXXX (WRITE YOUR ORG NAME) Office has determined that the information sought is not more readily available by other means (in such instances, the Managers will authorize retrieval and e-mail users will be informed, when possible).
65. Automatic mechanisms may be set up to check the content of e-mail in order to block those deemed unsolicited (spam).
66. XXXXXX (WRITE YOUR ORG NAME) may elect to publish e-mail addresses as directory information. Requests for identification or release of staff e-mail addresses should be authorized by the Office of the Director, ADH
3 See ICT memoranda 2003 for more details and the text of the disclaimer
Administration Department Directive 10

Part VI: RESPONSIBILITY
Divisional responsibility
67. The Director, AD is responsible for ensuring:
overall implementation of the policy •
monitoring the execution and impact of the policy on the Program •
reporting to the Executive Director on its implementation •
compliance with relevant rules and legislation •
68. The Director, ADI is responsible for ensuring:
implementation of the policy through cost-effective technical solutions •
security of communications and protection of data •
maintenance of technical components •
provision of the required connectivity •
69. Managers are responsible for:
the activities of staff, consultants and project personnel authorized to gain access •
to the e-mail services under their written approval
ensuring staff are informed of the rules outlined in this document and adequately •
trained in the use of the e-mail systems.
Individual responsibility
70. The assigning of an e-mail account is an implicit statement of trust in the individual’s judgment and professionalism. It implies an expectation that he/she will accept the responsibilities inherent with the use.

Specifically, all users are responsible for :
using E-mail in accordance with the rules and procedures set out in this •
document;
taking the necessary precautions to protect the confidentiality of data containing •
personal or confidential information generated in the performance of their duties

For the messages that are sent out from their mailbox and for the security and use of •
their password. Passwords should not be divulged to other persons for any reason.
4 Directive AD 2002/002, ‘’XXXXXX (WRITE YOUR ORG NAME)’s Corporate Information Security Policy’’

Administration Department Directive 11
Copying to the registry any e-mail messages necessary for the completeness of the •
Programme’s institutional memory.

Part VII: ENFORCEMENT
71. Violations of XXXXXX (WRITE YOUR ORG NAME) policies governing the use of the e-mail services may result in disciplinary action, as applicable under staff regulations and rules.
72. Violations of this directive will be brought to the attention of the manager of the relevant office and the Assistant Executive Director AD.
73. The Director, ADI reserves the right to terminate access to computing services in cases of technical misuse.

Part VIII: APPLICATION OF THE POLICY
74. The policy applies throughout the Program, both at Headquarters and in all offices.
75. The directive replaces the administrative Document ADM 95/02 ‘’ Electronic Mail:
Policy and Practice’’.
76. Any questions or comments about this e-mail policy should be referred to the Office of CIO & Director, ADI

Part IX: EFFECTIVE DATE
77. This policy takes effect immediately.

Mr/ Ms.______________

 Executive Director, AD

ANNEX I

Administration Department Directive 12
E-MAIL ETIQUETTE
Here are some suggestions that will enable to better and derive maximum
benefit from this speedy and efficient communications medium.

  • Keep e-mail messages brief. Messages should be concise and to the point.
  • Messages that run into multiple screens are ineffective; people just don’t read them.
  • Keep to short paragraphs with blank lines in between. Reading from a screen is different to reading from paper – it’s more difficult. Great blocks of text are visually demanding  and difficult to read.
  • Keep your formatting simple. Effort spent on making letters bold, italic, colored or  underlined will be lost. Special fonts in messages (rues, faces, dingbats, etc.) will be translated into normal text when received by a system outside.
  • Keep a neutral tone. It is difficult to determine the context and intent of a typed message because you can’t see the person saying what you are reading, and they can’t see you. So, an intended “light” comment can be perceived negatively.
  • Use upper-case words sparingly. As it’s more difficult to read text in capitals, they should only be used for emphasis. Many readers consider the use of capital letters to be the electronic equivalent of SHOUTING.
  • Keep e-mails to one topic. Even if it means sending multiple e-mails to the same person. It’s easier for the recipient to file and forward the mail appropriately.
  • Follow reply threads. If you’re replying to an e-mail and don’t need a new title, then use the “reply” facility. The recipient can immediately grasp and recognize the context.
  • Follow the chain of command. Use proper procedures for corresponding with management. For example, don’t send an e-mail directly “to the top” just because you can. It is not necessary to “copy in” layers of management to get your point across.
  • Use “return receipt requested”. If it’s an important e-mail, use the “return receipt requested” function when sending the e-mail. That stops you from worrying whether it has been received. If you receive an important mail, have the courtesy to send an immediate reply saying it arrived.
  • Check recipients. Before hitting the SEND button, make sure the e-mail is going to only the person/people you want it to go to: especially when replying. It’s easy to reply to all the addressees of an incoming mail when you didn’t mean to, or mistake the name of the sender.
  • Re-read your e-mail before sending it. Time spent getting spelling, formatting and grammar correct is time that creates a positive perception of you amongst people who may only know you through your e-mails.

Click Here to Download Draft Outline of Communication Policy For Corporates

1 comment - What do you think?
Posted by Hrformats - August 16, 2012 at 4:34 AM

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