How to Deal with Staff Internet Abuse

The Internet and Business Operations
Everyone knows that the Internet is a wonderful tool for finding information, expression, entertainment, news, and gaining knowledge of almost any subject your mind can imagine. Even sophisticated corporate “intranets,” linking company computers together permitting information transfer, file sharing, and teamwork, are usually also partnered with full Internet access.

Just as sophisticated electronic telephone systems with integrated voice mail and links to company departments, individuals, and stored corporate information became effective communication staples of business in the 1970s and 1980s, the Internet takes corporate communication, marketing, and information to new levels of achievement.

But, much like the management concerns of the former era – personal and other non-business related phone calls - inappropriate use of the Internet is often a primary concern of today’s corporations.

Internet Use Should Not be Banned or Severely Restricted at Work
Some companies have succumbed to the option of imposing severe restrictions or mandating outright bans of Internet use by staff. In most cases, using this “easy” solution, instead of more thoughtful policies, has proven to be detrimental if not disastrous to employee performance and productivity.

For example, in the UK, studies indicate that businesses that restrict or ban staff Internet use lose around 4 billion pounds annually (between $6 and $8 billion US). This, of course, is precisely the opposite of the intended effect of Internet restrictions.

You could compare Internet restriction policies to the cutting of payroll and staff to improve the bottom line before examining other ways of maximizing profit. In this case, the company loses many valuable employees and remaining staff exhibits anger, remorse, fear, and decreased productivity. Management should carefully consider the potential ramifications of staff Internet restrictions and/or bans.

How to Manage Employee Internet Access in the Office
The key appears to be effective management of Internet access available to your staff. Here are some overall suggestions that managers should consider to develop an effective Internet usage policy for their specific companies.

• Understand the focus and personality of your staff.
  While there are few companies that would benefit from having staff spending the workday with their fantasy football teams or shopping on eBay, there are positives to permitting personal Internet access at certain times during the day. For example, recent surveys in the UK indicate that almost 60% of the employees polled preferred to skip their “tea breaks” (coffee breaks) and spend ten minutes at their desks surfing the Net. As workforces get younger, this trend should continue.
  
  
• Learn the difference between Internet addiction and enjoyment.
  Understand that there is a huge difference between employees who enjoy the Internet and those who are addicted to it. Just as you try to identify and help employees who have become addicted to gambling, drugs, alcohol, etc., management should identify employees who may have an Internet addiction. Instead of staff-wide penalties by imposing ‘Net restrictions, management can focus on the few employees that have difficulty identifying appropriate Internet use on the job.
  
  
• Learn about the reasons for and causes of apparent workplace Internet abuse.
  There are, as yet, no easy or proven theories explaining the reasons for Internet abuse, or workable solutions. Researchers have identified a level of “seduction” the Internet offers. Employees, suffering workplace or personal stresses, do get “pleasant feelings” from a five minute ‘Net surf, much like a coffee or cigarette break. This appears to be not harmful to performance. However, if severe stress at work or at home causes the employee to abuse Internet time, performance will suffer and management should take appropriate action to resolve the issue.
  
  
• Take this issue seriously and make employees aware of management’s position.
  Neither ignore nor work surreptitiously to secretly correct the problem. Tell your staff that the company is aware of this issue and will correct the problem. Use memos, fliers, company newsletters, and staff meetings to address the issue. Even those employees who “grumble” a bit understand that their focus should be on performing their jobs, not surfing the Internet while they are “on the clock.”
  
  
• Develop and publish an “Internet use” policy.
  Remove any staff feelings that management has prejudices, uninformed opinions, or disrespect for staff by publishing a reasonable Internet use policy. Sure, there may be employees that dispute this policy just as some disagree with personnel, operations, or sick leave policies. But, the majority will now understand that management is serious and an accepted pattern of professional behaviour is now in writing and will be enforced.

Many companies that have implemented these action plans have enjoyed an added benefit. Reasonable Internet use delivers valuable information and knowledge to the user. Many employees, while using the Internet for technically non-work related reasons, have learned more about their job, their company, and their industry. Some average employees often suggest some surprising and effective ideas for improving company products or operations. Management should consider the phrase “reasonable Internet use” when addressing this issue to generate maximum positive results.