What's the best way to handle confidential information on voicemail and messages?

1 Check the recipient

Before you leave a message or forward one, make sure you have the correct number or address of the intended recipient. You don't want to disclose sensitive information to the wrong person or expose yourself to legal liability. If you are not sure, verify the number or address with the recipient or a reliable source. If you are leaving a message, state your name and the reason for your call at the beginning, and repeat your contact information at the end.

2 Limit the details

When you leave a message or forward one, avoid sharing any confidential information that is not necessary for the purpose of your communication. For example, don't mention account numbers, passwords, health records, personal data, or financial details. Instead, use generic terms or refer to previous conversations or documents. If you need to share confidential information, ask the recipient to call you back or use a more secure channel, such as encrypted email or a password-protected portal.

3 Delete or archive

Once you have listened to a message or forwarded it, delete it from your voicemail or message inbox if it contains any confidential information. This will prevent unauthorized access or accidental disclosure. If you need to keep a record of the message, archive it in a secure location, such as a locked file cabinet or a password-protected folder. Make sure you follow your organization's policies and procedures for retaining and disposing of confidential information.

4 Use a disclaimer

If you are leaving a message or forwarding one that contains confidential information, you can add a disclaimer at the beginning or the end to inform the recipient of the nature and purpose of your communication. A disclaimer can also advise the recipient to delete or archive the message and to notify you if they are not the intended recipient. A disclaimer can help you protect your rights and responsibilities, but it does not guarantee that the recipient will comply or that the information will not be intercepted or misused.

5 Be respectful

Finally, when you leave a message or forward one, be respectful of the recipient's time and privacy. Keep your message brief and clear, and avoid using slang, jargon, or inappropriate language. Use a polite and professional tone, and thank the recipient for their attention. If you are forwarding a message, explain why you are doing so and how it relates to the recipient. If you are leaving a message, indicate when you expect a response and how the recipient can reach you.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?