Answering your questions on faxing etiquette, who should go to national meetings, a self-appointed interim supervisor, and a new mission statement

Medical Laboratory Observer, Jan, 2000 by Christopher S. Frings

Faxing etiquette

Q Today, one of our team members faxed 34 pages to a client. The client was furious and told us that this is inconsiderate. What is the maximum number of pages that should be faxed at one time? Are there any other rules of faxing etiquette that we need to know?

A The panel doesn't know of any faxing etiquette rules other than not sending confidential information unless you are sure that the intended individual will be the person to receive the document.

The Golden Rule, "Do unto others...," should be used when faxing. Michele Best points out that practically speaking, documents of more than 15-20 pages are often difficult for someone to collate, and they keep the fax line busy too long. Lynne Garcia notes that most people don't like to receive faxes of more than 8-10 pages. Marti Bailey says that walking away from a fax machine when the desired number is busy should be forbidden. This delays the machine for both incoming and outgoing transmissions and is quite inconsiderate.

Fax as much as you can after business hours. You'll save on long-distance phone costs, and you won't jam customers' fax lines during busy periods.

Fax messages can save money. A 2-page message can usually be sent by fax for less than the cost of a 33-cent first-class stamp--especially when sent locally by a toll-free line or after hours when phone calls are at the lowest rates.

Also, fax delivery is faster and probably more dependable, and the sender saves paper and handling costs. Fax machines work best when the user has a dedicated (separate) phone line. When installing a fax line for a business, make sure that the number is not listed in the phone book under the company's name as a regular phone number. Otherwise, the company will lose calls from customers and business associates who call the number and don't get through.

Bottom line. Use the Golden Rule when faxing. If you want to send what you would consider a long fax (more than 8-10 pages), make certain that the recipient is comfortable with the length. If not, ask if they want you to mail or overnight it to them.

Who should go to national meetings?

Q Our facility has limited funds to travel to national meetings, but we try to send 1 or 2 people to the American Association for Clinical Chemistry meeting and 1 person to the Clinical Laboratory Management Association meeting each year. We pay their travel expenses and meeting registration fees, in addition to their salaries, while they are at the meeting. We always have more people who want to go than we can afford to send. Does the panel have any suggestions about what criteria we should use to decide who gets to attend these meetings?

A All the panelists agree that whoever goes to the meeting with all expenses paid by the laboratory is responsible for sharing the information when he or she returns. Linda Blacklidge states, "At the minimum, have attendees submit a report on what they learned and how they plan to implement that knowledge in their jobs. During the registration process, it might be valuable and productive to review the offerings and help attendees choose sessions that are relevant to their positions [as well as the needs of the laboratory]."

In Michele Best's lab, managers assess each request, keeping in mind potential mutual benefit to both the employee and the laboratory. Technologists who have previously demonstrated their commitment to continuing education--by attending local workshops and spending their own time and resources to promote their professional development--would be given preference by most of the panelists. All else being equal, I would give preference to someone who is active in whatever association is conducting the meeting.

Requests to attend a meeting should be made early. Marti Bailey recommends, "Records should be kept so that all deserving employees get to attend over a period of time."

Finally, Lynne Garcia adds, "Don't overlook local resources. One doesn't always have to travel [because there may be] excellent educational programs right in your own institution."

Bottom line. When an employee is sent to a meeting, there should be a specific purpose in mind. Examples might include (1) learning how to implement a new test in the laboratory, (2) gathering specific information about new instrumentation, or (3) networking with colleagues about the best way to perform a task. You must choose someone who can accomplish this goal. The attendee should be prepared to share the information with the laboratory on return.

Self-appointed interim supervisor

Q I work in a hospital with 40 beds. The laboratory has 3 medical technologists and 1 medical laboratory technologist. At the moment, we don't have a supervisor. She was fired last month and left the lab in disarray. Nor do we have well-written policies and procedures to provide direction. One medical technologist is interested in taking the supervisory position, and she has already proclaimed herself supervisor even though it is not official. The hospital's administration is still looking at other applicants, and they don't have any idea what's happening in the lab right now. This medical technologist is starting to make new policies and procedures. Is she allowed to do this without waiting for an official supervisor to be hired? We feel that this person has an attitude problem, and we don't want her as our supervisor. How can I handle this situation yet still avoid conflict?