Best practice when implementing Continuous Monitoring
exMon can send e-mail for every check that delivers discrepancy in our flow of data. However, too many e-mails can easily become spam, and then the more important e-mails tend to get ignored. This is chapter two of four to explain best practice around implementing exMon Continuous Monitoring.
How to structure e-mail alert flow in exMon:
We want to know about exceptions that exMon discovers. Only then can we deal with the root cause of the exception and mend the cause of disrepancy that causes misuse of resources, be they financial, time or systems. However, we don’t want spam of exceptions, emails that flod our employees’ inbox regardless of importance, priority or severity. As with every workflow and system; if not used efficiently, people tend quickly to regard the tool as nuisiance rather than a helpful thing that will actually help you achieve great results at work.
Here are some guidelines to avoid exception e-mails becoming noice instead of useful alerts:
1. Minimize e-mail alerts at all costs - Only then are they effective
2. Carefully select the receiver of every e-mail alert
a. Does the receiver work in the exMon portal every day?
b. Does the receiver really need e-mail alert, or will he/she see the list of exceptions anyhow when he/she goes through their daily task-management in exMon?
3. Only send e-mail with a defined goal in mind. Assess the goal with each e-mail alert:
a. Is the e-mail information only?
b. Is the receiver going to act on the e-mail?
c. How important is it to act on the e-mail? – High priority? Medium priority? Low priority?
4. Carefully assess the timeframe and frequency of e-mail alerts
a. If the check in mind is on-going – is it necessary to send on-going e-mail alerts?
b. Is it enough to send e-mail in the first few weeks of the check?
c. Should the e-mail alert reach the receiver monthly, weekly, daily?
d. If daily e-mails are defined to be necessary consider implementing a working rule in stead where the receiver logs into exMon portal at a chosen point of time every day to read through and work on exceptions.