Unpacking the dangers of suspicious mail for organisations by Anthony Coo, Head of Product Marketing at Quadient
Despite entering the aptly named ‘digital age’, most businesses and organisations still heavily rely on the ability to send and receive physical mail. For many, the daily influx and outflow of hundreds of letters and packages remains the lifeblood of ongoing operations, housing essential documents, contracts, and materials vital for business continuity and success.
But what happens when a suspicious package slips through the gaps? Or when mail contains something hazardous or dangerous? Without the proper processes and technology to identify and address potential mail threats, organisations risk severe disruptions – or worse, harm to the individuals they have a duty to protect.
Bringing harm to your doorstep
Suspicious packages pose a significant and tangible threat. Quadient’s recent Freedom of Information (FOI) request to police forces and government bodies found there were 7,983 suspicious parcels reported in 2023, with 3,230 (40%) containing hazardous, dangerous, or illegal items. And this may just be the tip of the iceberg, as the findings indicate 37% of all government bodies did not report all suspicious packages received.
There are a variety of reasons why organisations refrain from reporting suspicious packages to the police. If a package appears innocuous, turns out to be harmless upon inspection, or if the organisation or individual thinks they can ‘shrug off’ the contents, then why report it? Indeed, an employer may actively avoid reporting suspicious packages to avoid causing undue concern among employees or wasting police time with false alarms. But these attitudes can leave businesses ill-equipped to respond effectively when genuinely dangerous items are encountered. In fact, by failing to report all suspicious packages, organisations may inadvertently contribute to a culture of complacency where dangerous items go undetected, increasing the likelihood of a serious incident.
All organisations need to be aware of the unique risks they face when it comes to suspicious packages. Acknowledging these risks is the first step for implementing effective reporting and prevention strategies – helping organisations to better prioritise the safety of their employees and stakeholders.
Businesses Beware!
The delivery of hazardous or harmful substances to any address threatens the safety of everyone present. In businesses, this risk is amplified. A single package often passes through numerous hands—from an unsuspecting receptionist and post room worker to a colleague simply handing it over. In these cases, the danger posed by one piece of mail extends beyond one individual, potentially impacting a significant portion of the workforce.
Businesses also have to consider what happens when they act too late – and a package containing a suspect item is opened. This is particularly important if they have no preventative measures in place. The best-case scenario involves the closure of the mailroom, with a knock-on effect for the firm’s operations. For example, it may necessitate the evacuation of buildings and lockdowns, or regular activities may be halted while authorities investigate. Interruptions such as these can lead to substantial delays and financial losses for the business, with frustrated employees likely to have to pick up the slack.
And the worst-case scenario? Someone could get seriously hurt. Businesses ought not operate under the illusion that ‘suspicious’ packages never contain dangerous items. Although rare, some are maliciously intended to cause harm. Quadient’s FOI findings underscore this chilling reality. In 2023, a local council reported receiving a package containing a Stanley blade, sent with the intention of injuring the recipient. Employers are bound by a duty of care to safeguard their employees, meaning they need to make sure they’re doing all they can to prevent harm from befalling them. What’s more, if organisations are not only receiving dangerous packages, but failing to report them, employees may be left believing that threats aren’t being taken seriously, making them feel unsafe. This could contribute to a breakdown of trust between employees and employers, negatively impacting workplace morale and productivity over time.
What can be done?
Businesses must make sure there are processes in place to identify, report and quarantine potentially hazardous deliveries. A well-defined process can be taught during on-boarding, as well as being pinned around buildings where the entire workforce can see it. This process should explain step-by-step what to do if a suspicious package is received, i.e. recognition, notification (explaining specifically which member of staff to notify), evacuation (if necessary) and eventual documentation. This way, staff can feel confident that they know what to do in the event of suspicious communications.
Organisations don’t need to tackle this alone; their processes can be informed and shaped by industry standards and regulation. For instance, PAS 97:2021 Is a specification for mail screening and security, that sets out how to identify and minimise the impact of items of mail that could be a threat, or could cause disruption. Compliance with PAS 97:2021 signifies that a business has implemented robust mail screening and security measures, signalling to customers, partners and stakeholders alike that they follow industry best practices. By reviewing the document, conducting a risk assessment, and updating policies and technology accordingly, businesses can enhance their preparedness and response capabilities, ensuring a safer work environment for employees.
For businesses that don’t want to take any chances, technology exists that can help to promptly identify suspicious packages. Security scanners, available in various sizes, provide a versatile option. From compact machines tailored for letters to conveyorised X-ray scanners for larger parcels, these tools offer precise imaging of package contents. Crucially, they also allow harmless metallic stationary items to pass through without triggering alarms, ensuring minimal disruption to daily mailroom procedures, whilst maintaining heightened security measures.
Businesses, and society as a whole, must recognise the serious threat posed by suspicious parcels. Dismissing threatening communications that seem less egregious can leave employees feeling confused and unsafe, unaware of what to do in an emergency scenario and concerned their employers don’t have their best interests at heart. In understanding the issue at hand, businesses can create and implement processes to keep employees safe, and foster a workplace culture built around vigilance and trust.
