WEB USE AT WORK IS HELPFUL.

Byline: Ken Lloyd On the Job

Q We know that many of our employees are using the Internet for personal matters on company time, and this is strictly against company policy. If we try to enforce the policy, we may lose several employees, and, frankly, they are getting their work done even if they are on the Internet. Is there an upside to all of this? E.K.

A It's never a good policy to have a policy that few people follow, yet many companies are tangled in this type of Web problem. On the one hand, their policies prohibit personal use of the Internet on company time, premises, and equipment, but at the same time employees are using it for personal matters while still meeting their work objectives.

As for the upside, there are some arguments indicating that employees' personal use of the Internet is actually contributing to their productivity. For example, if an employee can take care of some grocery shopping on the Internet during his or her normal work hours, perhaps the employee will stay at work longer.

Or, perhaps there is a personal issue on which the employee needs some expert advice. Rather than stewing over the issue and letting it interfere with his or her work, a visit to an appropriate Web site may give the employee the answers, and then he or she can get back to work.

With employees spending long hours on the job, and many employers already taking steps to cover some of the employees' personal chores and provide more work/personal life balance, it is evident that some rethinking of Internet policies may be in order. At this point, you should consider forming a task force of employees and managers to jointly develop an Internet usage policy that people will actually use.

Q Our large communication company has implemented a monthly evaluation of each work group to increase productivity. The result is the low performer is harassed by management even if the group is satisfactory in every way. We are being appraised strictly on data the employees themselves supply to management. What to do? G.L.

A It sounds like it is time to evaluate the evaluation system. If its objective is to increase productivity, it is definitely failing.

Many studies have found that feedback on performance can in fact be motivational. There can be an improvement in motivation and productivity when employees learn about the areas in which they may need improvement, followed by some constructive feedback and guidance. In this context, even feedback from one's peers can be quite valuable.

In your company, however, the feedback is not feedback at all. It is simply a form of bullying. For that reason, you should discuss the situation with your human resources director or senior management.

Since the company has adopted a peer review system, perhaps you should suggest that the company go all the way and implement a 360-degree feedback program. With this system, employees are evaluated not only by their peers and superiors, but by their subordinates as well. With some training for all involved, this can be quite motivational.

At the very least, it can be a productive way to provide your managers with some constructive feedback regarding their destructive feedback.

Q I am the head receptionist at a fairly large organization. There are security guards stationed near the reception desk, and some of these guards have been reported by part-time receptionists for talking excessively on the phone and for being away for long periods of time. After the guards are reprimanded by their department head, they do not speak to me (I did not report them) and the atmosphere is very unpleasant. Do you have any suggestions? L.W.

A Managers need to be on guard for the very behaviors being displayed by these guards. When employees are reprimanded for inappropriate behavior and then demonstrate a lack of teamwork and cooperation as a result, all they are doing is engaging in another behavior that is worthy of a reprimand.

You should make one attempt to open the lines of communication with the guards. If they choose to remain silent, you should discuss the matter with management.

This situation not only highlights questionable action by the guards, but questionable inaction by management. When management learns about a situation in which employees are spending time on personal calls and activities, there is a need for more than disciplinary action. This is the precise kind of situation that calls for management to spend less time in meetings or behind a desk, and more time on the floors.

In discussing the situation with management, you can suggest that they come to your department and check out these guarded behaviors.