Nine Reasons to Implement Email Monitoring

Christina Goggi
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Nine Benefits of Email Monitoring

Knowing what is going on with your email communications is vital.

Communications is the lifeblood of businesses, and your email system is the heart that keeps that blood pumping. With so many critical communications going on between your business and your customers, vendors, partners and employees, email monitoring is one service that is critical for your business. When time is money, and your users expect emails to be instantaneous, any delay in the transmission of an email will result in a help desk ticket.

 

Problems with sending or receiving email can mean lost opportunities. Email can also provide amazing insights into your business: who communicates with whom, what your real response times are, and which customers seem to need more than the usual amount of attention. Knowing what is going on with your email communications is vital. Here are nine reasons to implement email monitoring:

 

  1. Quickly find out who (or what) is using up all your disk space. Server monitoring can tell you when a volume is running low on space, but email monitoring can tell you why, and who the worst offenders are. Whether teams are using email to share files back and forth, or someone is passing a video file around, email monitoring can help you bring users back into compliance with company policy and best practices.
  2. Map the communications within and outside your organization. Sometimes it's not who is sending all the email, but to whom, that is important. Whether you experience turnover, or just have a key employee on PTO, being able to quickly and accurately report on the key communications channels enables someone else to quickly get up to speed.
  3. Confirm SLAs. Your customer service team and your help desk both have service level agreements, and owe customers (external or internal) timely response to inquiries. Email monitoring will enable you to easily confirm that SLAs are being met, or to identify areas needing improvement.
  4. Identify those outliers. SLAs are critical, but sometimes meeting them can prove challenging when there's a handful of users who need more than the normal amount of care and attention. Use email monitoring to identify those who need that extra attention, so you can address training or offer additional services.
  5. Help ensure that business is getting done. While personal use of company email is probably not against the rules, like many privileges, it can be abused. Email monitoring can flag those users who spend a little too much time on personal email, so you can address this before it becomes a problem.
  6. Validate the need for email archiving. Email monitoring can quickly and easily identify email hoarders and list out who they are, how much email they are hoarding, and how old those emails are. This data makes it easy to size your email archiving solution and create email retention policies.
  7. Quickly find sinkhole accounts. Almost every email system has mailboxes that still accept email, but that no one actively monitors. Email monitoring lets you find these so that customer emails, critical notifications, and other key communications don't get lost.
  8. Help maintain professionalism. Email monitoring can flag inappropriate or slang language in email communications so that managers can address standards of communication with their department when necessary.
  9. Protect your intellectual property. Whether users are forwarding company email to their personal accounts just so they can use their personal devices to read email, or because they are creating a cache of key information to take with them to their next job, you want to make sure that your email system is not leaking data. Use email monitoring to flag users who forward excessive volumes of email offsite so you can be sure to protect your IP.


With email monitoring in place, you are able to better understand how your most critical service is being used, whether it is being abused, and where it needs extra attention. Email monitoring gives you the tools you need to keep your email system in top shape, which makes your users and your management happy, and your job a little easier to perform.

 


This guest post was provided by Christina Goggi on behalf of GFI Software Ltd. GFI is a leading software developer that provides a single source for network administrators to address their network security, content security and messaging needs. Learn more about the benefits of using email usage reports. All product and company names herein may be trademarks of their respective owners.



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