Katharine,
I agree with Phil. I have heard of this and it is not a great idea.
The first issue will be privileged discussions. If you have a legal team, they will not be pleased to know that their legally privileged conversations are now recorded. It is one thing for the UK government (or any government) to do this on national security grounds (itself a dubious basis) but it is another for an organisation that is not responsible for national security level information to do it.
The second issue is privacy concerns with conversations that might occur such as someone being told or having to tell very distressing or personal information. This can be extremely difficult to overcome.
I know from financial services that when a telephone call is monitored, at least in the US, they have a regular sound or tone that is audible usually every 10 seconds to let the caller know they are being monitored or recorded.
You will have to deal with a cultural issue of trust. Staff who believe they are monitored in this way will not be as engaged as they will feel or believe that the organisation does not trust them. If there is a policy or practice that allows them to use mobile phones, then this might be useful mitigation as staff know that work phone is only for work. However, should be understood and full-scale monitoring seems an excessive way to monitor it or enforce it.
My recommendation is that you triage the phones. Which ones are off limit, like legal, which ones are likely to be monitored, phones off the frontline, and which ones are to be monitored and are clearly marked or known such as frontline phones or external lines. Then work up a privacy impact assessment on that basis.
Best,
Lawrence
-----Original Message-----
From: This list is for those interested in Data Protection issues [mailto:[log in to unmask]] On Behalf Of Katharine Stevenson
Sent: 13 October 2015 15:39
To: [log in to unmask]
Subject: Call recording - examples of experience please
Dear colleagues,
I would welcome some advice or examples of your experience.
My organisation is considering introducing telephone call recording for all calls - including those between internal staff, and if staff make external calls (i.e. to family, friends, work contacts). We are in the process of completing a PIA on this.
I wondered what experience others have had of this working in their organisations? Have staff complained about it being an infringement of their privacy? Is that a valid reason if using work owned technology? I also envisage that staff will need to tell the person they are calling at the outset that their call is being recorded (we will have a recorded message for incoming calls). How is this enforced or monitored, and how did staff find doing this?
Many thanks
Katharine
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