Recent calls and messages on the Ethics communications lines have asked about TI's policy on monitoring phone conversations. Some TIers have heard TI will routinely record phone calls. This article describes the legal requirements and TI's practices. Most free-world countries appropriately restrict the monitoring of telephone calls. In most states in the U.S., the use of recording or listening devices is permissible if it has been authorized by a court order, or if at least one of the persons involved in the conversation consents to it.
For example, a TIer who receives threatening or obscene calls at work may request a phone monitor to help identify the individual. Or an employee who receives an improper offer such as a kickback may request help to develop some evidence so that legal action can be taken. In instances like this, TI may monitor phone conversations.
U.S. federal law also permits very limited monitoring for reasons defined as in the ordinary course of business, for example, recording marketing survey calls aimed at improving customer relations, or recording incoming emergency or security calls to assure that the information has been accurately received and retained until it has to be acted upon.
TI's position on telephone call monitoring is as follows. "Monitoring" refers to either recording a call or simply listening in.
The main point to remember is that TI never monitors phone calls without a legal reason and even then it is very rare. Point of caution -- phone monitoring restrictions vary widely by country and even by state in the U.S. For example, California and Massachusetts have virtually banned all monitoring of employee phone calls, even with the consent of both parties. Before you ever consider recording a call, check with the appropriate TI security or legal people so that you understand TI policy and the rules that apply in your country or locality.
A message recently received on the Ethics Office communications line regarded the proper use of the telephone. Most TIers understand the need to protect TI information. But what about personal information on other TIers? When you answer your phone, it is difficult to know for certain who is on the other end. Head hunters, bill collectors, sales agents, and competitors are but a few examples of callers who really do not have a need to know personal information about fellow TIers. And you have an ethical responsibility to safeguard personal information about your fellow TIers just as you hope others would safeguard personal information about you.
Home phone numbers, addresses, and names of friends and relatives should not be passed to the caller unless you are absolutely certain of the caller and the need to know. Likewise, never release a TIer's title or area of responsibility unless that information has been published for external distribution, such as that in annual reports and similar documents. Note that information in the TI phone book and in the HRN data base is TI Internal Data, the unauthorized use or disclosure of which would not be in the best interests of TI, TI's employees, or firms doing business with TI.
The proper and ethical way to handle a situation like this is to get as much information as possible from the caller in a courteous manner (name, phone number, and company) and promise to pass the message on to the TIer. The TIer may, in fact, not really care if information is given out, but if that is the message and a phone number where they may be reached, politely tell them you are unable to give them information. You may have just saved valuable sensitive information from leaving TI. If you just are not sure what to do, refer the call to your supervisor or to Human Resources.