It's Time: Institute Formal Mail-Handling Procedures

03/05/07

According to recent USA Today polls, as many as 59 percent of all Americans have worried about becoming a victim of a terrorist attack. That figure probably rises to 100 percent for those charged with handling mail in your organization.

It’s time to institute formal mail-handling procedures designed to intercept mail that could be dangerous to your organization.

Step One: Use Good Sense
Despite the risk, use your head when confronting the mail each morning. Perhaps the police chief of a southern university said it best in this advice to employees: “Use a ‘management by exception’ approach to your evaluation of the mail. You cannot and should not worry about EVERY piece of mail entering your department or crossing your desk.”

You don’t need to be as concerned, for instance, about the mail you receive on a regular basis, like bills from trusted vendors. Rather, be on alert regarding mail from people or countries you don’t normally hear from.

Step Two: Centralize Sorting
John Puskar of CEC Consultants in Cleveland suggests businesses with large amounts of incoming mail have a central sorting and opening area—ideally a booth with its own exhaust system—staffed by a limited number of people. And beware of staffing the area with those suffering from poor immune systems—those having undergone recent severe illnesses, chemotherapy patients, smokers, or the elderly.

If this seems a bit much for your needs, you can still train one or two employees in sorting and risk-assessment procedures, and then have them handle the mail for your entire organization.

Some companies are sorting mail by department and requiring that it be opened, even things marked confidential, in the designated area—usually by a representative of that department. If you go this route, brief employees on the absolute necessity for privacy and allow no breaches.

Step Three: Provide Protective Gear
Like any activity that is a potential safety hazard, you may want to consider having mail sorters don protective gear. Puskar recommends respirators and disposable clothing.

It’s hard to imagine smaller companies will go to such expense to open the mail. At the least, however, you can supply protective gloves and have inexpensive respirators on hand in case someone feels compelled to use them.

Step Four: Train Handlers to Intercept Suspicious Mail
Things to watch out for, according to the U.S. Postal Service, the CDC, and the Bureau of Alcohol, Tobacco and Firearms (ATF), are items:

With any powdery substance on the outside.

With excessive postage, a handwritten or poorly typed address, incorrect titles or titles with no name, or misspellings of common words.

That says something like “Open in Privacy” or “Prize Enclosed.”

With no return address, an odd return address, an address that doesn’t match the postmark, or one that can’t be verified as legitimate.

Are of unusual weight, lopsided or oddly shaped, or have bulges or protrusions.

Have handwritten labels from companies.

Have no postage (were hand-delivered).

Have foreign postage when you don’t normally receive such mail.

Have an unusual amount of tape or twine to hold a package together.

Are marked with restrictive endorsements, such as “Personal” or “Confidential.”

Have strange odors or stains.

Are related to odd phone calls from people you don’t know (“Did you receive the package this morning?”)

Still, use your intellect and intuition. It’s a rare letter from a lawyer or headhunter, for instance, that isn’t stamped “confidential.” And some people may have an odd lot of leftover stamps they need to use up.

Step Five: Handle Genuine Concerns
If you or your people are concerned about a package, don’t panic. Act. The ATF is succinct: Call 911, isolate the item, and evacuate the area.

More specifically, don’t open suspicious mail or shake or smell it. Have plastic bags nearby to contain anything that is leaking. Section off the area, turn off exhaust systems, and close doors if possible. If anyone touches suspicious substances, have them wash or even shower with soap and water immediately. Call 911; let the pros figure out whether you have a problem or not.

OSHA Suggestions For Opening Mail
Open packages/envelopes with a minimum amount of movement and always use a letter opener or method that is least likely to disturb the contents.

Do not blow into envelopes.

Do not shake or pour out the contents.

Keep hands away from nose and mouth when opening mail.

Always wash hands after handling mail.