It's Time to Tame Workplace Texting

It's a pretty safe bet that you have participated in, or at least overheard, one or more heated conversations about texting at work. In a small business it's hard to ignore the clicking keys or face down countenance that accompany this message sending format.

And when you're a customer or consumer, the practice can be infuriating.

I have personally noted many example of flagrant, highly inappropriate workplace texting. There was the front desk security guard who muttered under his breath while thumbs were flying, "gotta go people are here."

And then there was the school crossing guard standing on the corner with a stop sign tucked under her arm -- while she worked her smartphone keypad with both hands.

If standards about texting at work are not part of the fine print in your electronics communications policy, then it's time to update your policy. With limited resources a small business owner may be tempted to copy a policy implemented elsewhere. Don't opt for the shortcut; take the time to answer a few key questions to craft rules that make sense for your own company culture.

Total Ban or Reasonable Use?

I question the utility of employer policies prohibiting phone calls -- period. In a workspace where people have desks or convenient access to phones they will make or take personal calls. Those calls may be as simple -- and as necessary -- as changing an appointment with the dentist or confirming dinner plans.

That's why I recommend that a policy allow reasonable or limited use. Stating that phones are "to be used primarily for business," and noting calls may be monitored, also works.

Stricter rules may, however, be necessary for customer-facing positions: A bank teller should not be chatting away about his or her weekend plans while waiting on customers. For these employees, consider limiting personal calls to break times, using only personal cell phones.

The use of texting tools adds new considerations. Some businesses, for example, use texting to conduct important business activities. If this is the case, then  a rule that looks like the phone policy I outlined above would be appropriate.

In other situations, a strict ban on texting makes more sense. I don't want my groceries rung up by a cashier who is texting in between scanning my milk, yogurt, and ice cream.

While you are making "reasonable allowance" decisions it's also important to identify whether texts will be allowed for employee-supervisor communications. Can someone report by text that they'll be arriving late or coming to work at a different timet? I work with employers who allow reporting in by text, and they also use it to adjust employee schedules. Others specifically prohibit texting at work under any circumstances.

Set an Example

Everyone's a boss-watcher. If a policy limits texting, or bans it outright, then it's not appropriate for a senior manager to sit in a meeting engaging in an extended text chat with a teenage son. (No one will feel better when the manager announces,"He's got a date for the prom!")

This is especially true, by the way, when it comes to following state and local regulations that outlaw texting while driving.

If you absolutely have to receive a text announce it before you sit down with an employee or begin a meeting. A simple statement such as, "I'm expecting a text from my daughter to confirm that she got to the tutor OK" is polite and avoids an unexpected interruption.

Enforce Expectations

Rules are useless if you don't enforce them. This does not mean that it's time to take surreptitious photos of violators and post them for all to see. This does mean that you should address infractions promptly. Word will get around pretty quickly without the need for a bulletin board splashed with cell phone images. 

You can also enforce policies in an obvious physical way without embarrassing individuals. Set up a basket or box in a specified location and require staff in public-facing roles to deposit their phones before a shift begins. If someone balks, citing the potential of theft or a missed call, tell them they can leave the phone locked elsewhere and remind them that personal calls are perfectly fine during breaks and that the company will pass on any message promptly when a family member in need calls the workplace.

I'm certain I will have additional examples of texting employees to add to my hall of shame. I just hope that they never involve anyone who works for you.

Rebecca Mazin uses her experience and talent as a consultant, writer and management trainer to create usable solutions for employers to meet increasingly complicated human resources challenges. She is the author of The Employee Benefits Answer Book; An Indispensable Guide for Managers and Business Owners and co-author of The HR Answer Book; An Indispensable Guide for Managers and Human Resources Professionals. Follow Rebecca on Twitter @thehranswer.