Administrative Office Procedures

Study Unit
Administrative Office
Procedures
By
Dr. F. Stanford Wayne
Reviewed By
Tamra Orr
About the Author
Dr. F. Stanford Wayne received his bachelors and masters degrees
from Ohio State University and his doctorate from Arizona State
University. He has been an educator in high schools, community
colleges, businesses, and universities, teaching a wide range of
subjects, including secretarial procedures, administrative office sys-
tems, communications, research, teacher education, keyboarding,
shorthand, management, and computer applications.
About the Reviewer
Tamra Orr is a full-time educational author in the Pacific Northwest.
She has written more than 200 nonfiction books and multiple print
and online courses in many subjects. She also has years of experi-
ence behind a customer-service desk. Tamra Orr has a degree in
education/English and has taught in multiple settings.
Copyright 2010 by Penn Foster, Inc.
All rights reserved. No part of the material protected by this copyright may be
reproduced or utilized in any form or by any means, electronic or mechanical,
including photocopying, recording, or by any information storage and retrieval
system, without permission in writing from the copyright owner.
Requests for permission to make copies of any part of the work should be
mailed to Copyright Permissions, Penn Foster, 925 Oak Street, Scranton,
Pennsylvania 18515.
Printed in the United States of America
02/1214
All terms mentioned in this text that are known to be trademarks or service
marks have been appropriately capitalized. Use of a term in this text should not be
regarded as affecting the validity of any trademark or service mark.
Welcome to Administrative Office Procedures! Youre going to
learn a great deal of exciting information in this study unit
that will prepare you for your new career. Youll learn how to
cope with the changing responsibilities of the office professional
in the global workplace. Youll also study the best ways to
handle basic office equipment like telephones, fax machines,
and scanners. Next, youll cover the proper handling of incom-
ing and outgoing mail and email, in addition to studying the
keys to effective time management.
iii
P
r
e
v
i
e
w
P
r
e
v
i
e
w
When you complete this study unit, youll be
able to
List at least five qualities that are important to good
human relations
Differentiate between whats right and wrong in terms of
attitudes and behaviors in the workplace
Define a professional and list some characteristics of a
professional
Identify the correct way to answer and place telephone
calls within an office
Differentiate among a key system, a Private Branch
Exchange (PBX) system, and an automated system
Explain how to place long-distance and conference calls
Use fax machines and scanners
Identify the correct way to process incoming and
outgoing mail
Address an envelope properly following postal
regulations
Indicate how you can protect email from intruders and
viruses
Identify the correct way to organize an email message
Analyze where your time is spent and identify common
time-wasters
List at least three long-term and short-term planning
aids
THE CHANGING RESPONSIBILITIES OF THE
OFFICE PROFESSIONAL 1
TRAITS OF A SUCCESSFUL ADMINISTRATIVE
PROFESSIONAL 2
Defining the Work Ethic 2
Discovering Expectations 3
Handling Project Coordination 3
Seeking Feedback 4
Using Your Time Wisely 4
Setting the Tone 5
Taking Pride in Your Work 5
Being Cooperative 6
Helping Out 7
Being Flexible 7
Being Tolerant 7
Exhibiting the Traits of Professionalism 8
Greeting People Appropriately 13
Following Instructions 15
Applying Good Standards of Conduct 16
Working Well under Pressure 17
Recognizing a Time and Place 17
Understanding the Chain of Command 18
Respecting Others 19
Being a Team Player 19
Accepting Change Gracefully 21
Demonstrating Flexibility 21
Not Stealing from the Company 21
Seeking Additional Training and Education 22
EFFECTIVE TELEPHONE TECHNIQUES 26
Answering Calls Correctly 26
Handling Requests for Information Properly 28
Using Appropriate Telephone Language 29
Concentrating on Telephone Conversations 29
Screening Telephone Calls 31
Taking Detailed Messages 33
Not Volunteering Information 34
Transferring Calls Correctly 34
Placing Telephone Calls Efficiently 36
Cutting Telephone Expenses 37
Handling Special Calls 38
Telecommunication Technologies 41
v
C
o
n
t
e
n
t
s
C
o
n
t
e
n
t
s
Contents
vi
Recognizing Telephone Equipment 44
Organizing Telephone Numbers 46
USING FAX MACHINES 49
Using Scanners 50
Scanning Tips 51
Receiving and Sending a Fax 52
HANDLING MAIL AND PACKAGES 55
Introduction 55
Written Communication 56
Outgoing Mail 60
USING EMAIL 79
Benefits of Using Email 79
When to Use Email 80
The Dangers of Using Email 81
The Electronic Address 83
Parts of the Email Message 85
Abbreviations and Acronyms 87
Writing Email Messages 88
Organizing Your Email Messages 88
Replying to and Forwarding Email 90
Sending International Email 90
Receiving Junk Email or Spam 91
MANAGING TASKS 93
Arranging Your Work Area 93
Sorting and Handling Paper 94
Managing Your Projects 96
Planning Your Time 97
Recognizing Time Wasters 109
Using the Computer to Manage Your Time 113
SUMMARY 116
SELF-CHECK ANSWERS 117
1
THE CHANGING
RESPONSIBILITIES OF THE
OFFICE PROFESSIONAL
Take a few moments and search for an episode of a television
show that shows the inside of an executive office from just 10
years ago. How have offices changed? Certainly computer
monitors have gotten more compact, as have telephones. The
workplace is more high tech, with a constantly growing num-
ber of functions and applications. The biggest changes,
however, are ones that you may not be able to see on the
surface. Instead, theyre in the responsibilities of each office
professional.
Todays workplace often extends beyond its city, state, and
even nation. Businesses are reaching across geographic
boundaries, often via the Internet, and having a worldwide
impact. In the process, your job is apt to expand in responsi-
bility and demand a wealth of new skills from you. Not only
will you have to become comfortable making complex and
often hurried travel plans for your supervisors and co-work-
ers, but you may also order and receive supplies, materials,
and services that originate in other countries. You may find
yourself setting up webinars (online seminars) and coordinat-
ing conferences over the Internet. In some cases, youll be
face to face with clients and customers from foreign countries
people who speak a different language, wear different clothes,
come from a different culture, and have different customs.
All of these situations will require you to demonstrate the
skills youve learned and ensure that youre an office profes-
sional who is easily able to fit in todays global workplace.
Administrative Office
Procedures
Administrative Office Procedures
2
TRAITS OF A SUCCESSFUL
ADMINISTRATIVE
PROFESSIONAL
Defining the Work Ethic
Think of someone you know who has a positive work ethic.
How does this person feel and act about his or her job? A
work ethic is a belief in work as a moral good. A person with
a positive work ethic feels good about his or her job and per-
forms it well.
You have a lot of knowledge about the office and many skills
to offer an employer. However, youll need to exhibit more
than just job skills to stay hired and get promoted. To suc-
ceed as an office professional, you need to develop a positive
work ethic.
In this section of the study unit, youll learn how to act
appropriately in an officehow to be flexible, interact with
other people, accept change, and function as part of a team.
These traits will help ensure that you maintain a positive work
ethic in your new career. As you learn the proper way to think
and act in an office, analyze your own beliefs, attitudes, and
behaviors about work. Remember, with a little effort, you can
change or modify most negative or incorrect behavior.
3
Discovering Expectations
As an effective employee, you must discover what your super-
visor wants, needs, and expects from you (Figure 1). You do
this not to impress your supervisor, but to make sure both of
you are on the same track in thinking. If you dont find out
exactly what your supervisor expects of you, you might
perform badlynot intentionally, of course, but out of igno-
rance. In addition, you might miss opportunities to succeed
at your job.
Just about every supervisor values efficiency and effectiveness.
Efficiency is being productive without wasting time or resources.
How do you know if youre productive? Ask. Effectiveness is
being useful and valuable. How do you know if youre being
effective? Ask.
Handling Project Coordination
Just as a juggler must keep multiple balls in the air, you may
find yourself juggling multiple projectsor the many steps
involved within a single project. Being able to multitask, keep
track of details, and not drop any of them is a skill that will
increase your value as well as your confidence.
FIGURE 1The first step to
developing a positive work
ethic is to find out whats
expected of you.
4
Seeking Feedback
Feedback is positive and negative information you receive
from people about how youre performing. When you seek
feedback, you have an opportunity to give yourself a pat on
the back and acknowledge that youre doing well. You also
have the opportunity to see where you might use improvement.
Knowing this, you can make adjustments that will help you
succeed.
When you ask for and receive honest, objective, and helpful
feedback, you can grow. Getting feedback from your supervi-
sor will help make your job more manageable, because youll
know what to do and what not to do. Dont be afraid to ask for
feedback. Make sure, however, that you can handle it well. Its
easy to accept positive feedback, but not as easy to take neg-
ative feedback. Remember not to take it personallyno one is
trying to hurt your feelings or make you angry. Instead, theyre
trying to show you a way to be a better employee. Listen and
learn from it.
Using Your Time Wisely
Time is an organizations most valuable commodity. How you
manage your time forms the basis for how your supervisors
will perceive you. If you want to create a good reputation for
yourself, you need to manage time wisely. This topic will be
covered thoroughly later in this unit.
Proper time management begins with arriving for work on
time, all the time. It means keeping to your scheduled lunch
and break times and not taking longer than company policy
dictates. It also includes not wasting too much time talking
with coworkers or conducting personal business on company
time. Staying focused on a task and doing real work in the
time allotted is important.
When you manage your time well, you show others that youre
mature enough not to expect them to manage it for you. In
other words, you dont need your supervisor or coworkers to
keep you on track. Using your time wisely at work means
being responsible and not wasting company resources.
5
Setting the Tone
The office professional is one of the people who determines
the tone for the entire office (Figure 2). This tone can be
either negative or positive. For instance, the way the office
professional says, Good morning may really convey, Its a
bad morning, and I dont care how you feel, or, Hey, Im
ready to go, so lets get this done!
Taking Pride in Your Work
What you do can reflect favorably or unfavorably upon you
and the company you work for. Your written communication
(memos, letters, reports, emails, faxes, and other documents)
will be seen by a number of people, and your work needs to
be professional. If you take pride in your work, others will
think of you in a positive way. Theyll increase their confi-
dence in you and give you additional kinds of challenging
projects. Also, this attitude can be a major factor in deter-
mining whether or not youll be promoted to a higher level
within the company.
FIGURE 2An office
professional with a
positive attitude deals
with everyone in a
positive way.
6
Being Cooperative
No matter where youre employed, your job will be more
pleasant and rewarding if you know how to get along with
others (Figure 3). Getting along with people in an office isnt
always easy. People have good and bad days, just as you do.
However, if youre informed and aware, youll be better able
to handle touchy situations as they arise. For instance, if one
of your coworkers is upset over what a supervisor said, he or
she may take it out on you. This colleague may become unco-
operative at a time when youre working together to finish a
task. Be considerate of his or her feelings, but dont get
involved.
Be a good listener, as your coworker may simply need a sym-
pathetic ear. Then perhaps the situation will be forgotten,
and you can both resume your joint task without further
interruptions.
FIGURE 3Professional
office employees learn
how to get along with
others.
7
Helping Out
When you have the time, ask others if you can help them.
Theyll notice when you pitch in and are likely to return the
favor at some point. A small task, such as delivering a report
to the next office, will be remembered and appreciated. It will
show others youre a team player and not just occupied with
your own world. But remember, you always have a responsi-
bility to complete your duties first.
You should feel that you can ask others for help, too, when
you need it. Before asking for assistance, though, consider
whether you can get the project finished on your own or not.
Constantly asking for assistance can lead to your coworkers
feeling resentful or questioning your ability to do your job
efficiently and effectively.
Being Flexible
Your ability to be adaptable and accept changes without
complaint can be an example to others. Theyll respect your
effort and follow in your footsteps. If youre the type of person
who grumbles about the slightest change in procedure, oth-
ers will start to avoid you on the job and in personal
situations.
Being Tolerant
Cooperation includes the ability to work effectively while tol-
erating others mannerisms or habits. People arent perfect,
and they may have quirks that annoy you. Habits such as
bragging, complaining, gossiping, or laughing loudly can be
bothersome. Consider, though, that others may not realize
that their quirks are irritating to you. Keep in mind, too, that
you may have an annoying habit or two yourself. If you can
focus on being tolerant, it will help everyone get along better.
Tolerance involves accepting others, not changing them.
Remember that you cant control others or what happens
around you. By acknowledging your lack of control, you may
find your level of tolerance increases.
8
Exhibiting the Traits of
Professionalism
Being a professional involves conducting yourself in an appro-
priate manner. This involves more than your skills, talents,
and abilities to do your job. Professionalism shows in your
behavior and how you deal with others. Your company will
expect professional behavior from you at all times. When
employers interview prospective employees, they try to deter-
mine whether or not theyre professionalthat is, whether or
not they display the qualities of integrity, loyalty, efficiency,
punctuality, initiative, and dependability.
Integrity. Integrity is being honest, trustworthy, and sincere.
When asked whats the greatest attribute an office professional
can possess, employers often list this as number one. In the
office, as in your personal life, youre expected to be honest in
word and deed, which means in all that you do. Employers
must have office professionals they can trust.
The ability to keep your office activities and interactions with
customers confidential proves your trustworthiness to your
employer. Human beings can be tempted, and the office pro-
fessional is no exception. Clients, relatives, friends, and even
office associates may sometimes ask you to share informa-
tion regarding confidential matters such as financial records,
staff salaries, or clients records. You must never release any
of this information. Violating confidentiality is a reason for
dismissal.
Loyalty. As a member of the office team, youre committed
to act in support of the team members and your organiza-
tion. Youve probably heard of the person who has gotten a
reputation as a backstabber because he or she uses every
opportunity to gain favor at someone elses expense. Usually,
this type of person doesnt last long, because everyone realizes
that he or she cant be trusted. Your loyalty is reflected in how
you treat others and by what you say about them when theyre
not present.
You should also be loyal to your fellow workers and your
company when youre away from work. Be supportive and
positive whenever others ask for information. How often have
9
you heard someone bad-mouthing his or her company or
making fun of its products and services? Such behavior is
demeaning. If you dont believe in what the company does or
produces, you need to move on to a different job. Disloyalty
cant be tolerated. If you cant perform your job in good con-
science, then your presence there is a disservice to you and
the firm.
Efficiency. Have you ever noticed a mail carriers pouch?
Inside, mail is arranged by street and then by house or apart-
ment number. Just think how long it would take a mail carrier
to deliver your mail if it was tossed randomly into the bag. Mail
is organized to ensure that its distribution is orderly, smooth,
and efficient. You, too, will be responsible for completing your
duties efficiently. Efficiency is a result of organization and antic-
ipation. In other words, you have to plan ahead (Figure 4).
(Youll learn more about effective planning later in this study
unit.)
FIGURE 4A successful office
employee is well-organized and
efficient.
10
Prior to starting a task, have the tools youll be using ready
and accessible. These items might include pens, papers, a
computer, files, databases, or spreadsheets. Reference books,
message pads, or a calculator might also be needed. If youre
organized and have planned well, you can handle numerous
projects and complete them when theyre due.
As you become more efficient, your employer will rely on you
to help him or her become more efficient as well. Your boss
will depend on you to remind him or her of meetings and
appointments, reports due, and various project deadlines.
Your ability to help maintain a smooth-running office will
benefit you, your boss, and your company.
Attendance and punctuality. One action thats certain to
irritate your supervisor is your arriving at the office consis-
tently late or not at all. Every effort should be made to be at
work on time each day. In fact, you should arrive 5 to 10
minutes before starting time. Your supervisor will appreciate
your punctuality. In addition, coming in a bit early gives you
an opportunity to get yourself organized. You can relax and
have a cup of coffee or tea. When youre settled, you can
check over your To Do list. After you do this, youll be men-
tally prepared for a challenging new day. Youll feel more
confident and comfortable once youve established an early
arrival routine. When youre frequently absent, other employ-
ees must take up the slack, or important business that you
normally complete cant proceed. An office professional who
repeatedly takes an unscheduled day off isnt considered
dependable and may eventually be replaced. Your attendance
record also follows you and may be a factor when another
employer considers you for a job.
All employers realize that emergency situations arise and that
there will be occasions when you wont be in the office or when
youll be late. As a courtesy, call the office to explain why you
wont be in or why youre going to be late. Give the approximate
day that youll return or the approximate time youll arrive if
youre late. In this way, others may be able to carry out your
duties until you return.
11
Depending on the duties you perform and how long youll be
out, a temporary employee may be required in your absence.
If this is the case, it will take time and money to locate and
pay a qualified candidate.
If absenteeism becomes a habit, your credibility will be at
stake. No one likes to be known for unreliability. Hopefully,
this will never happen to you, but what if theres a company
layoff? Seniority doesnt always become the basis of who must
be let go. The absentee record of two people, when compared,
could be the determining factor. Suppose one individual has
been off the job 16 times and another has been out only twice.
Who do you think will be asked to leave? Most likely, it will
be the individual with 16 absences.
Attendance also is used for determining promotions, salary
increases, and the assignment of additional responsibilities.
Therefore, its important to keep good attendance not only for
future positions, but also for the job you have.
Initiative. Resourceful office professionals find what needs
to be done and help others when theyre not busy. They know
when and how to make decisions that will please a supervisor.
These self-starters also know how to follow through on assign-
ment without needing to be told what to do.
Taking the initiative can begin immediately. You can clear a
messy desk, put away a stack of files, and read company liter-
ature to find out more about company products, people, and
services. You can ask the supervisor if theres any way that
you can help out on a project. However, sometimes people
who initiate activities go overboard and create chaos. For this
reason, use tact and diplomacy when being resourceful. For
example, be sure that the stack of files sitting on the corner
of a desk isnt out for a special purpose. Ask everyone whether
the files are being used, and be sure theyre meant to be filed
before putting them away. Clearing a messy desk can get you
into trouble, too, if you put away letters or other items some-
one was using on a project. When in doubt, ask: Are these
files being used, or can I put them away? Or: Im caught
up on all my work at the moment. Can I help you with some-
thing, or should I spend my time straightening up the supply
room?
12
There are always jobs you can do when youre not busy. Instead
of writing an email to a friend or surfing the Internet, seek
tasks that will make you a greater asset to the company. Clean
the copier, rearrange files, enter data into a database, or cre-
ate a better way of handling some routine task. More often
than not, initiative is the quality that separates the excellent
office professionals from the average ones.
Dependability. Dependability is a solid virtue thats
respected in all walks of life. To be dependable is to be
counted on. Dependable people are there when you need
them. When they say theyll do something, theyre as good
as their word. You can trust them to follow through, to show
up for work every day on time, to turn in work by deadline,
and to complete their share of the work.
Executives, coworkers, customers, and company visitors
will depend on you for all sorts of tasks and responsibilities.
Dependability is measured by how accurately you record
instructions, how well you follow directions, and how often
you meet important deadlines under pressure. Your depend-
ability is always being tested. And, as you show that you can
be relied upon to excel at more complicated tasks, youll receive
larger, more responsible duties. Dependability reflects your
growing skills and abilities, and its often recognized by salary
increases and other rewards.
13
Greeting People Appropriately
Part of your job may entail receiving and welcoming people into
your office. In some cases, youll also be expected to introduce
yourself or introduce that person to someone else. Typically,
the best procedure is to smile at the person and say (for exam-
ple), Hello, Im Sonya Davis. Extend your hand and shake the
other persons hand firmly and confidently (Figure 5). Dont
shake hands in a forceful manner by squeezing too hard, or
in a weak, limp manner.
If youre called on to introduce a person to someone else, its
a good idea to mention the visitors title or the company he or
she represents. When introducing your supervisor to a visitor,
you might say, Mr. Wilson (your boss), Ms. Chambers of
Dowell Corporation. Or you might say, Mr. Wilson, this is
Ms. Chambers of Dowell Corporation. You dont have to go
into involved introductions, such as, Mr. Wilson, I would like
to introduce you to Ms. Chambers. Ms. Chambers, this is
Mr. Wilson.
Once youve gotten used to making introductions, youll
become more relaxed and confident about it. If you have
difficulty remembering names for introductions, use your
FIGURE 5When you meet
someone, shake his or her
hand firmly.
14
notepad and write down everybodys name and title, includ-
ing your supervisors title. This will avoid an embarrassing
moment for everyone. Theres nothing wrong with checking
your notepad as you make an introduction. After youve got-
ten some practice, youll find yourself not having to glance at
your notes.
Being able to remember and correctly pronounce every visi-
tors name is an admirable skill to develop, because theres
little more important to a person than his or her own name.
Some office professionals are so adept in the art of recalling
names and people that they actually surprise those around
them. How do they do it? Through concentration and more.
Most likely, they also use memory techniques. For example,
when a visitor states his or her name, you should immedi-
ately pronounce it. If you didnt understand it the first time,
dont hesitate in asking the person to repeat it.
Most likely a person will forgive you for forgetting his or her
name, but not for mispronouncing it. Write the visitors name
down immediately. When in doubt about proper spelling, ask.
Get other information at the same time, such as the reason
for the visit, the visitors cell phone number, and so on. Enter
this information into a visitors log or computer database.
Usually, professionals and businesspeople present business
cards. Figure out how to remember proper pronunciation, and
write a phonetic key on the business card or on your own list
of visitors. Also, put an accent mark over the syllable thats
pronounced with the most emphasis.
15
Many office professionals maintain a business card file or com-
puter database for customers, salespeople, and other visitors
with categories that include
Name (and phonetic spellings)
Title
Company
Address
Products
Landline number and cell phone number
Names of other contact persons within the company
Dates of visits and other pertinent remarks
Another good way to remember a name is to use it as soon as
you can. When the visitor is waiting for your supervisor, you
can say something like, Mr. Hernandez, Ms. Raphael will be
with you shortly. Remember to make a note of the name in
writing as soon as possible.
Following Instructions
The key to following instructions is listening carefully. Condition
yourself to listen to the details of whats being said. Once youve
heard what the task is, the directions should be written down
for later reference. Clarify immediately with your supervisor any
concerns you have or any element you dont understand before
you return to your desk. Dont be afraid to ask additional ques-
tions once you begin the task.
No one can remember every word thats said to them. Even
if you have a fairly good memory, you likely wont be able to
remember every detail. Its essential that you write down all
key instructions immediately, while theyre still fresh in your
mind. As you do this, youll find that it helps you use your time
more efficiently. Youll notice that youre spending less time
redoing tasks because youve done them right the first time.
16
Applying Good
Standards of
Conduct
Youve been taught all your life
how to act in different social
and business situations. From
the time you can remember,
youve visited various compa-
nies, offices, stores, schools,
and other public places. Youve
noticed how, in some places,
everyone was very quiet and
the atmosphere was very for-
mal. Elsewhere, the employees
and customers were informal and joked with one another.
Youve also heard stories about people getting fired from a job
because they did something that the company wouldnt toler-
ate. Each company and its legal department has its own
standards of conduct for employees, which you must follow in
addition to your own personal standards. Larger firms may
publish a list of policies and rules that they expect all
employees to follow (Figure 6). Smaller firms may have writ-
ten rules, but more than likely youll pick up from observation
what the rules are about personal behavior, dress, and rela-
tions with coworkers and customers.
Some jobs may also demand some say regarding how you
behave when away from the office. For example, a small
community may expect a school or church worker to lead a
model life. The office professional working for an attorney
may be expected by the employer to be an exemplary citizen
and to join certain social organizations.
Youll meet all sorts of people through your position. Clients
as well as coworkers and supervisors will ask you out to lunch,
to do special favors, or even out on a date. The entire office
staff may hold a party or go out together for dinner, and each
time, youll have to decide how to behave. A general rule to
follow is remembering to act as a professional whenever youre
at the office or spending time with coworkers, supervisors, or
clients. As a professional, you have the highest standards to
maintain.
FIGURE 6Most compa-
nies publish employee
manuals that explain
standards of conduct.
17
Working Well under Pressure
Some days, it may feel like it doesnt pay to get out of bed.
Your car wont start, so youre late for work. When you arrive,
your supervisor is in a terrible mood and demands copies of
the annual report immediately. You soon discover the copier
is broken, and youre ready to scream or throw something.
Instead, take a moment to think about what else could go
wrong, and then laugh at Murphys LawWhatever can go
wrong, will go wrong!
Your ability to handle difficult situations demonstrates how
you work under pressure. Working under pressure requires
poise, determination, patience, and a sense of humor. Quite
often, in times like these, you may need to consider more effi-
cient or different ways of performing tasks.
Showing that you dont give up when the going gets tough
is an attribute everyone in the office will appreciate. The
steadiness required to complete a task on time when youre
constantly being interrupted or given other assignments is
the mark of your maturity as an office professional. Such
maturity can get you through those days when everything
seems to be going wrong.
So what can you do about getting the annual report copied
when the copier is broken? Try calling next door or the com-
pany down the street and seeing if theyll help you out by
letting you use their copier. You may also use the copier at an
office supple store, like Staples. Once youve given the super-
visor the copies, sit down and have another cup of coffee while
you organize the days activities. Maybe the worst is over!
Recognizing a Time and Place
Some comments and actions should be done only at a proper
moment. For example, theres a properand impropertime
to approach your employer on matters that concern you. The
time to talk about a salary raise isnt at the moment that your
supervisor is preparing for a big sales meeting. It should be at
a time when both you and your boss are rested and confident,
rather than at the end of the day when youre both tired.
18
If you make an error, be honest and remember that youre
human, and human beings make mistakes. Theres no crime
in admitting youre wrong. Be sure to go straight to your super-
visor and let him or her know, rather than having him find out
through another avenue. Apologize for the mishap, saying
something like, Mr. Smith, the report you needed this after-
noon is going to be delayed. I accidentally pulled the wrong
file and gave the information to the controller. He worked out
the problem for the Riley account instead of the Frick account.
Im sorry this happened, and it wont happen again. I did call
the controller, and hes working on the right account now.
If you handle the problem and remedy the situation, your
employer may be upset temporarily, but eventually he or she
will realize that you took proper measures to correct the error.
Understanding the Chain of Command
If you have a problem at work, go to your supervisor first. If
you dont get help within a reasonable amount of time, then
its appropriate to seek additional assistance with the next
higher supervisor in the chain of command. Dont break the
chain and go above someone elses head before youve given
that person a chance to deal with your problem. In many
cases, your company will have an organizational chart that
displays who answers to whom; think of a chart like this as
the formal chain of command.
The informal chain of command is different, however, as it
refers to the people who truly influence the decision making.
These individuals may or may not be on the chart; they may
be in positions that dont appear to have much authority. The
informal chain of command is usually as strong as, if not
stronger than, the formal one. The rule for the informal chain
is to navigate it with great discretion and sensitivity. You must
be aware of and use both chains of command to accomplish
your goals and objectives.
Under no circumstances should you discuss problems related
to you and your supervisor with coworkers. The possibility
exists that facts will be misinterpreted and cause larger, more
serious difficulties.
19
Dont be intimidated by your supervisor (Figure 7). If you
fear the supervisors reaction to a subject or a matter of
importance to you, then a good relationship hasnt been
established between the two of you. No one should be in a
situation where the employee is afraid to talk to his or her
employer. However, the relationship between you and your
supervisor should remain on a professional basis. Feelings
can be hurt if your relationship becomes too friendly. This
advice goes for relationships with coworkers as well. Your
actions will be scrutinized by all; therefore, maintain a
professional, business like attitude.
Respecting Others
In an office setting as in other environments in life, showing
respect for others will most likely earn respect for you. Mutual
respect in the workplace benefits everyone. You can show
respect for others by smiling and greeting them in the morn-
ing, holding the door open, or waiting your turn to speak.
Human beings arent perfect, and respecting everyone is some-
times challenging. We frequently have to examine ourselves and
fight feelings we may have based on issues of gender, race,
culture, age, sexual orientation, religion, physical limitations,
and so on. If we must work with individuals for an entire
workday, its essential that we get beyond our personal feel-
ings and biases.
FIGURE 7You and
your supervisor should
have an open, honest
relationship.
20
Being a Team Player
While you may accomplish many tasks at work on your own,
you must think about the business as a whole. Often, you must
be a team player and work with others to achieve larger goals.
While it isnt always easy to be part of a team, it pays off in
the long run. In todays businesses, more and more assign-
ments are being completed by teams of individuals. Many
tasks are so large that no one person could accomplish them
alone. Also, some tasks are so complicated that no single per-
son has all the expertise necessary to complete them.
Being a team player requires that you work together and use
all of the social skills you have. Working with others requires
compromise and negotiation, because no one person can always
get his or her own way. You must be aware of others on the
team, recognize their areas of expertise, and understand how
they work best. In addition, you must know their feelings and
opinions as well as their strengths and weaknesses. You must
learn how to accept differing points of view and see other
peoples perspectives.
Sometimes in team situations, you may be asked to lead the
group or to coordinate its efforts (Figure 8). Other times, you
may provide one contribution that will be added to other mem-
bers contributions. A team effort can produce a strong effort,
one that will be of great benefit to your department or company.
FIGURE 8Sometime
during your career, you
may be asked to be the
leader of a team.
21
Accepting Change Gracefully
To be successful in todays fast-paced business world, you
must be willing to accept constant change. Remember that
growth requires change, so if you refuse to change, you may
be left far behind others. Change is inevitable in your work
environment. Try to focus on its benefitsfor you personally,
your department, and your company. Accepting change is
often easier if you understand the reasons for it, so try to pay
constant attention to whats changing within your workplace,
your industry, the economy, the country, and even the world.
Keep yourself up-to-date by reading and talking with others
and through involvement in professional organizations. Know
what new skills are being sought and what abilities are being
valued by employers. Most importantly, search out the tech-
nological changes going on around you, and see how they
might impact you and your companys future.
Demonstrating Flexibility
Priorities and work demands are constantly changing in
businesses today, so you need to be flexible. Being flexible
means displaying a give-and-take attitude and finding a bal-
ance between your opinion and the opinions of others.
Showing flexibility also means that you can give up your work
plan for the morning, afternoon, or the entire day when some
sort of crisis occurs that necessitates your assistance elsewhere.
Or, you might be asked to work overtime or on weekends to
meet a department or company deadline. Flexibility also means
that you can accept that other possibilities exist in addition to
those you had in mind. For example, someone may actually
have a better way of performing a task than the way youve
suggested. Flexibility is the willingness to state an opinion
and letting that opinion go when its not accepted by supervi-
sors or coworkers. Even though your ideas might not always
be accepted as the best ones, you should keep trying to offer
them as part of a team effort.
22
Not Stealing from the Company
Sometimes, you may feel that youre underpaid and unappre-
ciated. You might even flirt with the idea of taking something
from your company to make up for it. You might justify this
action by saying to yourself, I deserve it. After all, Im just
getting even. Besides, everyone does it. You might think that
no one in the company will notice.
These arent excuses for stealing. Even if you think youre
underpaid, you knew the salary when you accepted the job.
This is an important ethical point. Stealing is wrong. Eventually
youll get caught and when you do, youll be embarrassed and
possibly terminated. Your career could be ruined and your
professional life destroyed. In some cases, the company could
press charges, and you would find yourself in court.
Stealing and cheating the company can involve such actions as
Working on personal business during company time
Using the companys facilities and supplies to accomplish
personal tasks
Taking home company supplies such as paper, envelopes,
staplers, paper clips, file folders, and so on
Embezzling money from the company
23
FIGURE 9To continue to grow and improve, you must make learning a
lifelong endeavor.
Seeking Additional Training
and Education
At one time, people believed that education was only for chil-
dren. Students believed that once they had graduated, they
were done learning and could get on with their lives. It wasnt
true then, and its less true today. If you dont continue growing
and learning, your mind becomes stagnant.
Learning is a lifelong process (Figure 9). You need to contin-
ually update your skills and learn new ones as well as gain
new perspectives through additional education and training.
When you do, youll find that you have more mental flexibil-
ity. In addition, should you decide to pursue other jobs,
youll be more promotable and more mobile.
24
Before you move on to the next section, take a few minutes to
complete the first self-check. When you finish, check your
answers against those provided in the back of this study unit.
Remember to review the material for any questions youve
answered incorrectly.
INCREASE YOUR KNOWLEDGE
You can learn more about work ethics by reading newspapers and magazines. Where do you find
newspapers and magazines? You can find quite a few at your local library. Look for articles that
relate directly to work, work attitudes, work ethics, job satisfaction, acceptable work behavior,
and so on.
You can learn a great deal about all the topics presented here online as well. Choose a major
search engine and put key words in the search box. Youll find many helpful websites this way.
Ask individuals who are successful in various business positions what it took for them to succeed
in their positions. What qualities, skills, behaviors, and attitudes do they view to be important
for themselves and their companies?
Make a list of what type of work appeals to you the most. Also, make list of what type of work
you would dislike most.
Go online to the Occupational Outlook Handbook (www.bls.gov/OCO/). Youll find many
different careers described. Choose a position in which you might be interested. Note the
description. Do you meet the specifications? Is the position suited to you?
25
Self-Check 1
At the end of each section of Administrative Office Procedures, youll be asked to pause and
check your understanding of what youve just read by completing a self-check exercise.
Answering these questions will help you review what youve studied so far. Please complete
Self-Check 1 now.
Questions 16: Mark each statement as true or false.
______ 1. Businesses are becoming more community-centered and less global.
______ 2. Managing time well requires a high level of personal maturity.
______ 3. Never ask your supervisor questions for fear of looking like you werent listening.
______ 4. Being less than 10 minutes late to work now and then is perfectly acceptable.
______ 5. Always introduce your supervisor by title only, not by personal name.
______ 6. Working under pressure often requires a good sense of humor.
7. Antonio is having a difficult time adjusting to his new job as an office professional. When he
arrives at the office each morning, his supervisor is usually waiting for him at his desk with
an assignment. The pace at Antonios office is fast, and he cant seem to get organized. He
doesnt want to quit; he likes his coworkers, and he has a great deal of respect for the com-
pany. What should Antonio do?
__________________________________________________________
__________________________________________________________
__________________________________________________________
8. List five characteristics a professional possesses.
__________________________________________________________
__________________________________________________________
__________________________________________________________
__________________________________________________________
__________________________________________________________
Check your answers with those on page 117.
26
EFFECTIVE TELEPHONE
TECHNIQUES
One of the most important lines of communication within a
business is the telephone. Every office has at least one, and
some have hundreds. The telephone must be answered when-
ever it rings. It demands your immediate attention no matter
what you may be doing. As an office professional, youll receive
and make dozens of calls every day from all kinds of people
sales representatives, business executives, or suppliers and
clients, just to name a few. In time, youll learn how to be
prepared for each type of call.
Answering Calls Correctly
When you become an office professional, you may be respon-
sible for answering the telephone. If you follow the guidelines
in this section, youll be able to handle yourself in a profes-
sional manner.
1. Know your telephone system. Quite often, phone systems
and capabilities differ from company to company. Often,
telephone training is part of a companys orientation pro-
gram. Also, literature should be available on how to use
the various functions of your phone system.
2. Answer the phone promptly. Try to answer the telephone
by the second ring. You can build a reputation for effi-
ciency by providing fast telephone service.
3. Identify yourself. When you answer outside calls on the
office telephone, identify your firm or organization as well
yourself. For example, you might say, Brigsby and Young,
Ms. Simmons speaking, or, Good afternoon, Brigsby and
Young, CPAs, Mr. Carlton speaking. Mentioning the firm
first lets the caller know if he or she has dialed the correct
number. Saying your name lets the person know who has
been reached. If your company has multiple departments,
add this to your greeting and say, Purchasing department,
Cynthia Chung.
27
4. Position the telephone cor-
rectly. If youre using a
traditional handset, place
the telephone firmly
against your ear with the
center of the mouthpiece
about three-fourths of an
inch from your lips. Never
talk with the phone
under your ear. Many
office professionals now
use headsets when they
answer the phone. If you
find yourself using
a headset, make sure the
mouthpiece is properly
positioned (Figure 10).
5. Be courteous to callers.
Give your attention to the
person at the other end of
the line. Dont try to talk to the caller at the same time
that youre talking to someone else. Generally, the indi-
vidual whos in your presence should receive priority
treatment over someone whos calling you. Exceptions
would be if the telephone conversation is urgent or if the
person on the line is a high-level official. Simply say to
the person on the phone, I have someone in my office
right now. May I return your call in a few minutes? Write
down the persons telephone number, and then make
sure you return the call.
Dont allow the days occurrences to influence your tele-
phone personality. Maintain a pleasant, cheerful telephone
personality. Customers have their own problems and dont
necessarily want to know how well or badly your day is
going.
6. Explain interruptions. If you must leave the telephone for
information, explain this to the caller. If youre gone more
than 30 seconds, offer to call him or her back within a few
minutes. If the person prefers to wait, put the call on hold
rather than just placing the receiver on your desk. Remem-
ber, too, to thank the caller for his or her patience.
FIGURE 10This office
professional is wear-
ing a typical headset.
28
If the telephone rings while youre speaking to someone
else, excuse yourself politely, ask the first caller to wait,
and immediately answer the second call. Then, get back
to the original caller as soon as possible.
7. Conclude calls courteously. Usually, the caller is the person
responsible for terminating the conversation. If youre the
one being called, you should wait for the caller to end the
call unless theres a good reason to do otherwise. Every
time you speak on the telephone, your voice and manner
ought to make an impression that reflects favorably on
you and the company you represent.
Handling Requests for
Information Properly
Administrative assistants are often responsible for handling
information requests from customers, such as price and
order information. Most requests are strictly routine and
answered easily via catalogs, price schedules, and product
descriptions. However, there will always be a few nonroutine
information requests that require special handling. Either the
information request is complex and requires several minutes
to fulfill, or the data must be gathered because it isnt readily
available. In these instances, ask callers whether they prefer
to wait until you can gather the information, or if they would
like you to call them back.
Sometimes a caller will insist on waiting, no matter how long
it takes. He or she might be anxious because the information
is needed urgently. If this is so, you should come to the phone
every few minutes and speak to the caller so he or she doesnt
think youve forgotten him or her. Always remain courteous and
use expressions such as, Thank you for waiting, Mr.
Stengel, or It will be just a few more minutes.
At the conclusion of the conversation, wait for the caller to
say good-bye. You, in turn, should respond with, Thank you
for calling, Ms. Simone. Good-bye. Its only courteous and in
good taste for the caller to hang up first. In addition, youll
know that the conversation has ended.
29
Using Appropriate
Telephone Language
The business office has a more formal atmosphere than your
home, so the language you use should also be more formal than
what you would use when speaking to friends. Avoid the habit
of using slang. Phrases and expressions such as yep, nope,
yeah, and bye-bye are too casual for the office. Although you
should be friendly to callers, try not to socialize on business
calls.
Concentrating on
Telephone Conversations
Careful listening to what someone says on the telephone will
help to ensure accuracy. When youre speaking with someone,
give that person your complete attention. Dont let your mind
wander to what youre going to do later or what youre going
to say when its your turn to talk. The ability to concentrate on
whats being said takes practice (Figure 11). Make it a point
to be truly interested in what the other person is saying and
focus on whats being communicated. Repeat important points
to make certain youve heard them correctly, write the key facts
DEVELOP GOOD LISTENING SKILLS
1. Speak clearly.
2. Repeat information for clarification.
3. Summarize key points given to you.
4. Use verbal reinforcers to the other person, such as Yes
and I see.
5. Use the first name (or last name if more appropriate) of
the person or the pronoun you.
6. Answer questions frankly or admit that you dont know but
that youll find out.
FIGURE 11Ways to Improve Your Listening
30
down for future reference, and dont trust your memory. Also,
dont be afraid to ask that a comment be repeated, because
its better to ask than to misunderstand.
If the office is noisy, the speaker has a soft voice, or theres a
poor connection, youll need to pay closer attention than usual.
Ask callers to please speak louder if you cant hear them well,
or close your office door if possible. Try to eliminate or minimize
any possible distractions. Sometimes it might be better to ask
the caller if it would be convenient to return the call as soon as
youve dealt with outside distractions.
As a daily exercise, listen to individuals as closely as possible
without interrupting. Youll discover listening to be an enjoy-
able art, and youll learn a great deal.
31
Screening Telephone Calls
Screening calls requires you to temporarily assume the role of
judge. You have to decide if an unfamiliar person should be
put through to your bossor anyone else. But perhaps its a
busy time and he or she doesnt want to be disturbed. Perhaps
your boss has asked you to divert most of his or her calls for
the moment.
Deciding whether to place a call through requires skill and tact
(Figure 12). As you become acquainted with clients, youll
learn to recognize their voices and automatically put them
through to your employer. But what do you do when the per-
son calling has an unfamiliar voice? First, inquire politely as
to the callers identity. Ask, May I ask who is calling, please?
or, May I tell Ms. Virchow who is calling? An abrupt Whos
calling? is neither professional nor courteous.
Say Dont Say
Ms. Hargrove isnt expected back in the Ms. Hargrove is home with the flu.
office before the end of the week.
May I take a message?
Ms. Hargrove isnt at her desk at the moment. Ms. Hargrove isnt taking any calls
May I take a message? this afternoon.
Ms. Hargrove will be in tomorrow Ms. Hargrove is at the Green View
morning; may I take a message? Country Club playing golf with
Mr. Gray for the rest of the afternoon.
Ms. Hargrove is out of town until next Ms. Hargrove is in Kansas City
Tuesday. May I take a message and have discussing the new Birch Account.
her call you back when she returns?
Ms. Hargrove isnt available to return your Ms. Hargrove has a lot of things to
call this afternoon. May I take a message? catch up on from her last trip. She
isnt free to take calls at this time.
FIGURE 12Knowing What to Say and What Not to Say
32
When the person youre answering for is involved in a meeting,
what should you say to the caller? Im sorry; Mr. Caswell
doesnt wish to be disturbed will sound rude. A more deli-
cate, tactful approach would be, Im sorry, but Mr. Caswell
is in conference and is expected to return at 3 P.M. May I be
of assistance, or could someone else help? Or you could say,
Mr. Caswell is in a meeting. If youll give me your name
and number, Ill have him return your call as soon as possi-
ble. If you want to be more direct, you could say, Im sorry,
but Mr. Caswell wont be available until three oclock this
afternoon. Would you like to leave your name and number
so he can return your call at that time?
As you gain more experience in handling telephone conver-
sations, the situations you encounter will become easier to
handle. The ability to make quick, wise decisions will get easier.
Be honest and helpful while being tactful. Dont purposely
deceive the caller by saying the executive is out of the office
when he or she isnt.
If the call is to be returned, be sure you obtain the following
information:
The callers namespelled correctly
The phone numberwith correct area code and
extension
The company name of the caller
The time and date of the call
The purpose of the call with all details clearly written
Your initials or first name in case the message receiver
has questions
After you record the message, repeat back to the caller impor-
tant information, such as the correct spelling of his or her
name and the phone number. You dont want to embarrass
yourself or the person wholl be returning the call by mispro-
nouncing the persons name. Worse yet, you dont want the
person for whom you took the message to tell you that the
number you recorded is incorrect and the caller cant be con-
tacted.
33
Companies generally have preprinted message
pads so you can record information easily
(Figure 13). Make sure your writing is legible.
Taking Detailed Messages
Sometimes, messages extend beyond the
usual While you were out sort. Instructions,
price quotes, meeting directions, convention
agendas, address lists, and purchase order
specifications are just a few of the types of
messages you might receive. Although some
callers may prefer leaving a voice mail, some
may wish to leave a message with you, or an
executive may call from another branch and
dictate instructions to you.
To ensure you make no errors or misunder-
stand messages, follow these simple rules:
1. Write down every instruction clearly.
2. Ask questions immediately when you dont understand a
word, phrase, or idea.
3. Repeat back, word for word, the entire message after its
given.
4. Establish clearly whether the message must be
processed by a certain time.
5. Ask what-if questions when you arent sure the message
can be acted upon within the allotted time frame.
What-if questions are sometimes crucial. Lets say theres
an urgent message for Ms. Virchow that must be acted upon
before 3 P.M. You have no idea where she can be reached, so
you need to ask important questions. Among them:
What if Im unable to get in touch with Ms. Virchow by
3 P.M.?
Is there anyone else who can make the decision for her?
Can a decision be delayed past 3 P.M.?
What if youre out when Ms. Virchow calls back?
Whom should Ms. Virchow call?
FIGURE 13Standard Preprinted Message
Forms
34
Before you hang up with the caller, ask yourself these ques-
tions and see if you know the answers. If not, then youll
need to ask the caller.
Taking clear, reliable, and accurate messages is vital. If youre
negligent in obtaining correct information, it isnt a poor reflec-
tion only on you, but on the company as well.
Not Volunteering Information
Suppose a caller says, Where is Ms. Virchow today? I know
she isnt in the office. What do you say? Some bosses dont
want anyone to know where they are when theyre away from
the office. Others dont mind a select few knowing their where-
abouts, but they insist that nobody outside the company know.
As a general rule, its best to discuss guidelines with the person
for whom you answer the phone so that you arent embar-
rassed. Quite likely, your boss will give you a response to use
on the phone before leaving. For instance, Ms. Virchow might
say, If there are any callers, tell them Ill be with a client the
rest of the day and will return their calls first thing tomorrow
morning.
The intention here isnt to be mysterious; it simply isnt de-
sirable for everyone to know how your boss uses his or her
timeespecially competitors! Individuals in executive positions
may travel on company business at night, on weekends, and
during holidays or attend evening meetings or work late to
finish reports. To make up for these extra hours, executives
may take a few hours for personal business during the day.
Some executives also mix business with pleasure by enter-
taining clients. All of these activities are confidential unless
the executive says otherwise.
Transferring Calls Correctly
Consider how Rhonda and Harry, both inexperienced office
professionals, handle the following situation:
Harry, theres a woman on the phone. I dont know what she
wants, but maybe you can help her! With that, Rhonda hands
off a puzzled caller to poor Harry, who is caught by surprise.
35
Harry gets on the phone. Hello, may I help you? Oh, Im sorry,
but I believe you want the Shipping Department, but Im not
sure. In the end, the poor caller may be transferred three or
four times before he or she hangs up in disgust. What does
the way Rhonda and Harry handled the situation say about
the company?
Obviously, Rhonda and Harry are unfamiliar with the depart-
ments and which people can handle incoming calls. Their
ignorance sends a message to customers or clients: These
people dont know what theyre doing! I better do my business
with another company. And with that, they take hundreds or
perhaps thousands of dollars worth of business to a competitor.
How to handle a situation like this is partly a matter of finding
out what each person and department does; its also a matter
of common sense. A caller should never be transferred more
than once unless business must be conducted with two or more
individuals or departments within the company. By knowing
precisely which person can handle specific telephone requests,
you eliminate 99 percent of the problem calls.
Sometimes, you might be absolutely stumped about whom
the caller should contact. If so, ask the persons name, num-
ber, and purpose of the call. Tell the caller that someone will
call back in a few minutes. Then, you and your coworkers
can solve the problem together. The caller wont be left on
hold for long this way or shifted from department to depart-
ment. By showing interest and determination to find an
answer for the caller, youre demonstrating that you care
and are taking the issue seriously. Your desire to help will
be noticed and appreciated.
Try to find the answer as quickly as possible, hopefully within
15 to 20 minutes. (If its any longer, you might convey the
message that you dont know what youre doing or that youve
forgotten the caller.) Once you have the information or have
identified the proper contact person, return the call and enthu-
siastically announce youre prepared to provide assistance.
Transferring all calls takes care and attention. Usually, it
requires calling another extension and making sure that
someone else has answered and will talk to the caller. You
should make sure that the other person is on the phone
before you disengage the connection. Otherwise, the caller
36
will be disconnected and have to dial the office again. When
you do transfer the call, tell the caller, Mr. Adams, Ill trans-
fer you to Ms. Hutchins in Human Resources. If were
disconnected for some reason, her extension is 4250.
Placing Telephone Calls Efficiently
There will be very busy days when youll need to find an indi-
viduals or companys phone number as quickly as possible.
The secret to locating any person efficiently is to keep tele-
phone numbers accessible and, for frequently called people,
to note their schedules, so you know which telephone number
to try first.
The standard rule for locating a telephone number is to search
for it only once. After locating a number, it should be recorded
either on a telephone card file such as a Rolodex, placed in your
personal telephone directory, or placed on speed dial. Then the
next time that number is needed, it will be at your fingertips.
Never get into the habit of having to look up the number again
and again. This takes too much time. Make it a rule that each
time you have to search for a number, you write it down and
place it where you can reach out easily and grab it again.
Before placing a call, anticipate any potential problems. If the
person being called isnt in, will your supervisor speak with
another person or whoever is there? Do you have the alternate
persons name and extension? Are you to leave a message and,
if so, what are you to say?
If you need to transfer a call, make sure you know the proper
procedure. In many cases, this involves putting the person on
hold so youre able to dial anothers extension. Youll have two
persons on the line for a moment. Make sure the person youre
talking to knows that youre transferring the call and to whom
he or she is being transferred. You should do this before you
put that person on hold. Again, give the person on your phone
the extension of the person to whom youre transferring in case
the person is disconnected. Then let the person in your firm
know that youre transferring the individual. When youve
notified both parties, you might say, Ms. Thompson, I have
Mr. Jones on the phone to speak with you now. Go ahead.
Then, quietly hang up your receiver.
37
Cutting Telephone Expenses
For a company to stay in business, it must remain profitable.
You can help your employer cut down on expenses when using
the telephone by being aware of telephone costs and placing
calls in the most cost-effective way.
Local calls dont typically accrue any costs. Long-distance
calls sometimes do, depending on the telephone plan your
company has. A long-distance call you dial yourself is less
expensive than one dialed for you by an operator. An opera-
tors assistance is rarely required. Primarily, its needed only
if you make a person-to-person call (only want to speak to a
specific individual), or if youre billing the call to a third num-
ber. (Your local telephone company can provide you with rates
for these types of calls.) When calling outside your specified
area code, make sure you have and use the correct area code
in which the business is located (Figure 14).
FIGURE 14You can find a listing of area codes for the United States in
the White Pages Directory of your local telephone book or online at a num-
ber of websites, such as www.nanpa.com/area_code_maps/
ac_map_static.html.
38
Handling
Special Calls
Calling Cards
Telephone calling cards are like
credit cards and are issued by
a telephone company.
Typically, you dial a toll-free
access number and enter the
calling card number and a
personal password. Then,
after getting a computer tone,
you dial the area code and
number of the person or com-
pany you wish to call. The
calls are billed to your long
distance service provider.
Calls placed on a calling card
are billed by the minute to
the company to whom the
card was issued (Figure 15).
Conference Calls
Business decisions often
require that two, three, or
more people located in vari-
ous parts of the country be contacted. When the information
must be gathered quickly, a conference call is often the solu-
tion. Conference calls arent nearly as expensive as flying
individuals to a common site for a meeting. For example,
suppose your employer is a national sales manager for a
major corporation. The company has regional sales managers
in Boston, Atlanta, Chicago, Dallas, Seattle, and Los Angeles.
Theres an urgent need to get input from these managers
about a new policy. A decision must be made today. Thus, a
conference call is requested.
FIGURE 15Calling
cards are
convenient ways to
make long-
distance calls from any
location.
39
Procedures for the conference call arent complex. An individual
must have the names, area codes, and numbers of all parties
at hand before initiating the request. Then the operator is
contacted, who in turn contacts a conference-call operator.
The conference-call operator then sets about the task of arrang-
ing for all parties to get on the line at one time. Hopefully,
everyone is available. Usually, a time is set when everyone
will be available and ready for the call to be put through.
Making International Calls
Due to increased foreign business, knowing how to make inter-
national telephone calls is an important skill to have. The
standard 1 + area code + seven-digit number can be used
for calls throughout the United States as well as Canada,
Bermuda, Puerto Rico, and most of the Caribbean islands.
Heres how to dial an international call:
1. Dial the international call dial prefix: 011.
2. Next, dial the country code. Every country has a two- or
three-digit country code and can be found online at a vari-
ety of sites, including www.countrycallingcodes.com.
3. Then, use the city code. Most major international cities
have a one- to five-digit city code.
4. Finally, dial the local number.
Suppose you wanted to place a call to Aberdeen, Australia.
This is how you would dial the number:
011 + 61 + 1224 + local number
Time Zone Differences
In addition to having standard and daylight saving time peri-
ods, the United States is divided into five time zones that
correspond to zones throughout the Western Hemisphere.
These zones are known as eastern, central, mountain, Pacific,
and Hawaii/Alaska time.
You need to be aware of these time zones when youre making
long-distance calls. For example, if its 9 A.M. in California
(Pacific time zone), it would be 10 A.M. in Montana (Mountain),
11 A.M. in Minnesota (Central), and noon in South Carolina
40
(Eastern). To determine the time for Hawaii and Alaska,
subtract two hours from Pacific time. Thus if its 9 A.M. in
California, it would be 7 A.M. in either Alaska or Hawaii.
Canada is divided into six time zones: Newfoundland, Atlantic,
eastern, central, mountain, and Pacific. For example, if its
9 A.M. in British Columbia, it would be 10 A.M. in Alberta/
Saskatchewan, 11 A.M. in Manitoba/northwestern Ontario,
noon in southeastern Ontario/ Quebec, 1 P.M. in New
Brunswick/Nova Scotia/Prince Edward Island/Labrador,
and 1:30 P.M. in Newfoundland.
The Time Zone and Area Code Map in your telephone book
enables you to relate time zones to the area codes for each
state (Figure 16). If you look closely, youll notice that parts
of some states are in two time zones. Western Nebraska, for
example, uses mountain time, while eastern Nebraska uses
central time.
FIGURE 16You can usually find a Time Zone and Area Code Map in the White Pages Directory of your
telephone book.
41
In determining time differences throughout the world, its
possible that the difference may be so great that you can
either gain or lose a day. For example, if its 11 P.M., Monday,
in Nevada, it would be 8 A.M., Tuesday, in Denmark.
If you frequently call foreign countries, learn their schedules
for daylight saving time. Some foreign countries may not
have daylight saving time, or may not have it on the same
dates as the United States or Canada.
Also, when calling businesses in other countries, be aware that
they may celebrate holidays different from those observed in
the United States and at different times as well. Thus, if you
call during these times, personnel wont be available to take
your calls.
Telecommunication Technologies
Using Voice Mail
Recording a greeting. Leaving voice mail messages is a
common action for most businesses. It combines the immedi-
acy of the spoken telephone message with the convenience of
storage. Its particularly suited for short messages. Voice mail
is available through answering machines as a service from
your telephone provider or through your computer (known as
integrated messaging). Answering machines typically rely on
audio tapes or internal recording technology, while integrated
messaging records messages as email attachments.
If your company has voice mail, you can record a personal-
ized greeting that individuals who call you will hear. You can
record this greeting several times until youre satisfied with
it; then you can save it. Remember, your greeting should be
professional in content and tone. With voice mail, you have
the option of changing your greeting at any time so that you
might tell callers of special circumstances. For example, you
might record a special message when youre going to be out
of the office for a day or on vacation for a week. You could
leave instructions so individuals calling you will know whom
to contact in your absence. Remember to check your voice
mail daily and to change your greeting on a timely basis to
reflect your availability.
42
Receiving messages. Different voice mail systems inform you
of messages in different ways. Some show a flashing light on
your phone, while others provide a quickly repeating dial tone
when you pick up the receiver. By calling a specific number
and/or using a password, you can listen to and then, keep,
repeat, delete, or save your messages. Its a good idea to check
messages at least once a day to respond to them appropriately.
Sending messages. If youre using voice mail to leave a
message for someone else, there are some general rules to
follow. For instance, you should
Make sure the message is completely clear and that you
repeat your name and contact information
Make your message clear and concise
Never leave confidential messages on voice mail
Provide a good time to return your call
Remote access. If your company has voice mail capability,
you can dial into your company phone and retrieve messages
regardless of where you are and what time it is. So, if youre
out of the office for some reason, you can check your calls.
To access your voice mail when youre out of the office, enter
your assigned identification number as though you were
at your desk. Then, you can listen to your messages, fast-
forward, listen again, delete, and save as though you were
at your desk.
Call Forwarding
If your telephone or voice mail system has this feature, you can
forward any incoming calls to another extension. For exam-
ple, if you go to lunch, you can have your calls forwarded to
another employees desk so that that employee can take mes-
sages for you. Or, suppose you know youre going to be away
from your desk in another part of the building. You dont
want to miss an important call, so you can temporarily have
your calls for-
warded to an extension where youre going to be. However,
dont forget to cancel the forward command upon returning
to your desk!
43
Call Waiting
Call waiting is used when theres a single line, and it alerts you
that another call is waiting. When you hear the call-waiting
tone, you can choose to ignore it or briefly put your caller on
hold while you attend to the waiting call. This feature is
available on regular phone systems as well as voice mail.
When a call is camped on your line, the caller is waiting while
youre on the line with another person. As soon as you hang
up, that call rings on your extension. This feature is available
on both regular phone systems and voice mail systems.
Teleconferencing
A growing number of businesses are using teleconferencing
as a way for companies located in different cities, states, and
even countries to communicate without the expense of travel-
ing. Teleconferencing typically takes place in one of two ways.
In the first way, participants dial the same number at a des-
ignated time and are connected. The other method employs
an operator, who takes care of getting everyone connected.
Commonly, teleconferences are combined with webinars, in
which, as you learned earlier, participants are also connected
through a presentation on the Internet.
44
Recognizing Telephone Equipment
The type of telephone equipment you find in your office depends
upon the size of the company, the number of telephones used,
and the needs of the company. This section will discuss the
various types of telephone systems that are available today.
Private Branch Exchange Systems
A Private Branch Exchange (PBX) system is a switching system
that connects all of the telephones in a company through a
central switching mechanism. The telephones also share access
to outside telephone lines. The switching is activated by dialing
numbers instead of pushing keys for the appropriate line. A
PBX system can be used with a much larger number of tele-
phones than a key system.
Automatic PBX systems, in which code numbers are used
instead of outside-line operators, are commonly used in busi-
ness today. These automatic systems are specifically known
as Private Automatic Branch Systems (PABXs). Most automatic
systems used today are computerized and may also be called
Computerized Automatic Branch Exchanges (CBAXs).
In a typical PBX system, an operator or receptionist handles
the incoming calls. On a
PBX system telephone
(Figure 17), you dial an
extension number to reach
another person within the
company. To call another
company, you dial 9 to
gain access to an outside
line, then dial the tele-
phone number you want.
Many PBX systems offer fea-
tures to control and lower
the costs of long-distance
calls. Long-distance calls
may be available from any
outside line or may require
a special code. Some offer
FIGURE 17 A typical
PBX system telephone
looks like this.
45
automatic call routing, in which the system looks for an out-
side WATS line. Only if one isnt available will it allow the call
to proceed on a direct-dial basis. Long-distance calls may be
reserved for persons with a special access code. Some sys-
tems keep a log of long-distance calls so telephone usage can
be analyzed.
You should be aware that the telephone company in your area
probably would be happy to send a representative to analyze
your phone needs and make recommendations that would most
efficiently serve your companys needs.
Multiline Phones
This style of phone is common in many small businesses.
It allows you to answer calls throughout the office and then
route them to wherever they need to go with the touch of a
button.
VoIP Phones
One of the most modern styles of phone systems in offices
today is called Voice over Internet Protocol, or VoIP. This system
allows telephone calls to be routed over the Internet rather
than traditional telephone lines. For some businesses, this
cuts long-distance costs significantly.
Speaker Phones
The speaker phone is a feature found on many telephones
today. It can be used to broadcast conversation without the
person talking directly into the receiver. This way, several
people in a room can be part of a conversation. Likewise, all
participants can hear what the caller at the other end is say-
ing. The speaker phone is typically used when a group of
people want to communicate with a caller.
46
Organizing Telephone Numbers
The busy office professional always keeps a list of commonly
called numbers and extensions in a Word document and/or
Excel-type spreadsheet (Figure 18). Frequently called num-
bers can also be stored in certain telephones, such that you
only have to push the appropriate button and dont need to
dial the entire number.
Larger companies have telephone directories that are repro-
duced from time to time. The company directory indicates
key people in alphabetical order with their department and
telephone extensions. However, this kind of list becomes out-
dated very quickly due to personnel shifts and turnovers. It
also may not contain individuals cell phone numbers, which
limits its usefulness.
Sometimes your company list may indicate the names of indi-
viduals, but you dont always know their function within the
company. When you discover someones function and that
person becomes important to you, you can also enter this
information on the company database in a separate column.
FIGURE 18Sample
Database of Frequently
Called Numbers Database
47
If you place telephone calls on behalf of your business, your
employer may require you to keep either a written or comput-
erized daily log of your telephone calls (Figure 19). Sometimes
it becomes important to have a record of an individuals call.
Also, the telephone log becomes useful to the accounting
department in reconciling the phone bills each month. The
log also becomes useful in helping management measure
client communication effectiveness as well as scheduling
future appointments.
FIGURE 19Your company may require you to keep a log of all telephone calls.
Telephone Log
Date Time Name * Number Message
48
Self-Check 2
1. Suppose you work for a small firm called Direct Mail Services. With this in mind, how should
you answer the telephone?
__________________________________________________________
__________________________________________________________
2. Suppose youre on the phone with a client and you must leave the phone for more than
30 seconds. What should you do?
__________________________________________________________
__________________________________________________________
37: Circle the correct answer in each of the statements below.
3. When you call (Bermuda/Europe), youll need to use the international calling code.
4. Call (waiting/forwarding) is a service that informs you another call has come in that needs to
be answered.
5. (Area codes/time zones) need to be consulted to know how to dial a number properly.
6. With a (PBX/key) system, the user pushes buttons on the telephone that indicates which line
to use.
7. With (automated answering/a key system), a recorded voice tells the caller which button to
press for which department or service.
8. List three functions of voice mail.
__________________________________________________________
__________________________________________________________
__________________________________________________________
49
USING FAX MACHINES
Many companies rely heavily on the fax, or facsimile, machine
for conducting business. These machines allow a message to
be sent over the telephone lines (Figure 20).
People send faxes for different reasons. It transmits paper-
work from one business to the next in a very short time. Its
low or no cost and allows each party involved to have a hard
copy of the documents. A fax can be sent to and received by
a business even if no one is actually present on the busi-
nesss premises. Although its possible a fax line might be
busy when youre trying to send something, most machines
automatically redial and send your fax when the line is free.
Many companies and individuals who have fax capabilities
in their homes use fax machines to place orders because the
method is very efficient and accurate. Individuals dont have
to waste time getting through to busy telephone lines and
then providing and repeating information. Some companies
insist that information be faxed on their order form, but
FIGURE 20Fax
machines allow paper-
work to go from one
place to another in a
matter of minutes.
50
many accept faxes that are computer-generated or designed
by persons placing the orders. Because more individuals are
sending faxes on a daily basis, almost all businesses have fax
machines. Although the original fax machines used rotating
drums, modern ones use sensors. Print is turned into white
and black spots that are read by a mechanism on the receiv-
ing end and turned back into images and text.
Using Scanners
Although its relatively easy to create text for fax transmission,
incorporating graphics into documents for fax transmission
can be more complicated. Scanners provide a way for the
computer fax system to add photographs, signatures, or
other scanned images to a fax document. Most models used
today are known as flatbed models (Figure 21).
FIGURE 21Flatbed
scanners are a common
piece of equipment in
modern offices today.
51
Flatbed scanners work like copiers and
can scan photos, paper documents, books,
maps, magazines, and even three-dimen-
sional objects. Instead of making another
copy, however, it creates an image that can
be sent to another location. While most
models rest on a table top, some are also
handheld (Figure 22). Handheld scanners
are more limited in what they can send.
Scanning Tips
Sometimes you may need to scan a graph-
ics element thats part of a large page but
is smaller than the width of your scanner.
If you scan this material as it is, you have
to edit out the extraneous material using
image-editing software. Its often easier
to cover up the unwanted material before
scanning.
Tape some blank white paper over the un-
wanted material on the page to be scanned.
You shouldnt do this with a page-feed scanner or a stand-alone
fax machine, however. You can damage the scanner if the
tape or a strip of paper comes loose from the page while its
inside the machine.
Some users need to regularly scan images that are smaller
than the width of their handheld or flatbed scanner, such as
newspaper or magazine columns. This operation can be made
easier by narrowing the width of the scan by adding white
paper edges. With a handheld scanner, this can usually be
done by carefully taping cut paper over the plastic scanning
window. Just be careful not to get any tape or adhesive on
the soft plastic window itself. Also, dont tape over or other-
wise interfere with the guide rollers that keep the scanner
moving in a straight line. With a flatbed scanner, the scan
width can be modified by taping the paper edges to the glass
scan surface. The glass surface is easy to clean and maintain
compared to the more delicate handheld scanner.
FIGURE 22Handheld scanners are convenient
and more affordable, but also less efficient.
52
Another technique is to place a small graphics element on
a white page and scan it there with the surrounding blank
background. Transparent tape can be used to hold down
most materials without damage, and the matted surface will
be ignored by most scanners.
If telephone line conditions were perfect, the quality of faxed
documents would be pretty much the same, regardless of
whether you used a fax-modem or stand-alone fax machine.
Because all fax machines are digital, they produce equally
high-quality results. However, there are few perfect phone
connections. In the end, youll probably have to live with the
noise from phone lines. This noise may cause your fax doc-
uments to have poor resolution and be hard to read. This can
result in an appearance of dirt scattered across the pages, a
problem that becomes worse in overseas transmissions.
Thus, whenever possible, try to send computer-generated
images or text directly from a fax-modem. Avoid printing out
an image and sending it from a fax machine, or writing on
the image and then scanning it for computer transmission.
No matter how impressive the quality of your fax machines
scanner or your printer, quality always suffers in both the
printing and scanning phases of a fax transmission from a
stand-alone fax machine.
Receiving and Sending a Fax
Your fax machine must be on for someone to send you a fax
message. (For this reason, some companies leave their fax
machines on 24 hours a day.) Be careful to whom you give
out your companys fax number. If it gets in the hands of the
wrong individuals, your fax machine could be bombarded
with numerous pieces of junk mail. Since your company must
pay for the paper on which fax messages are printed, this can
become costly.
Often, a fax machine is located in an office common area that
serves many people. Thus, others are likely to have access to
material that has been sent. If your documents are highly con-
fidential, this could pose a problem. If you know someone is
sending a fax immediately, wait by the fax machine until it
comes through.
53
Preparing a cover page to send with your fax message also pro-
tects the message from initially being seen. This cover page
specifies to whom the message goes, their company, their fax
number, and any special message to the recipient of the mate-
rial. The senders return information is also frequently included.
Word processing programs have templates of fax cover pages
that you can use to prepare your pages.
When you send a fax, you lay all pages face down in the intake
slot of the fax machine. The fax machine grabs the bottom
page. As it feeds through the machine, the other pages are
grabbed as well.
After laying the pages face down in the fax machine, you dial
the recipients fax number using buttons similar to those on
a telephone. If calling locally, you dial the seven-digit num-
ber. If sending a fax to another area code, you need to dial 1,
plus the area code, plus the seven-digit phone number. In
some cases you have to first dial 9 to get an outside line. The
fax-modem dials the number and connects with another fax-
modem. Then the transmission occurs. Often, if the number
is busy, the fax machine waits a few minutes and automatically
redials the number. It may do this several times automatically
until the fax-modems connect.
After faxing your messages, many fax machines print out
documentation that the fax was sent. You should save these
receipts for your records as proof that you did send the fax.
54
Self-Check 3
14: Fill in the blanks in each of the sentences below.
1. A fax machine sends material through _______.
2. A scanner works very much like a(n) _______.
3. A scanner is used to send text and _______.
4. A scanner thats less expensive but also less accurate is called a(n) _______ scanner.
5. List three reasons people choose to send faxes.
__________________________________________________________
__________________________________________________________
__________________________________________________________
55
HANDLING MAIL AND
PACKAGES
Introduction
In recent years, the growth of email has skyrocketed, as has
the development of companies posting their products and serv-
ices online. Both of these factors have resulted in drastically
decreasing the amount of regular mail any business receives.
Online payments have replaced mailed checks. Website ads
have replaced paper circulars. Emails have replaced notes,
cards, and letters. Despite this change, however, opening and
sending mail on behalf of your company is still one of the most
important daily tasks in the office.
With each delivery, there can be a new customer or client,
signed documents, new product or service announcements,
payments or requests for information about your companys
products and services, personnel documents, small and large
packages, and so on. Some may be from your city, but others
may have traveled around the world to
reach your desk.
The professional who handles incoming
mail is the person in the office who gets a
bigger picture of whats going on inside
and outside the company. Opening and
processing the mail each day can provide
you with knowledge about every aspect of
your company (Figure 23). There are bills,
checks, memos, contracts, reports, letters,
proposals, postcards, announcements,
packages, and many other types of mail.
The office professional is likely to see most
of them and often decides how these many
different items should be handled.
Should this contract be sent immediately
to Mr. Simms? Would Mr. Simms be inter-
ested in seeing this product literature
about a new filing system? Or should it be
FIGURE 23Often, open-
ing and processing mail
is one of your highest
priorities.
56
filed under New Products, or thrown into the wastebasket?
Once you learn office procedures, youll be able to make deci-
sions about mail routing, filing, and disposal.
Handling the outgoing mail is also a huge responsibility. You
can cut costs significantly, for example, if you familiarize your-
self with the rules and regulations of the U.S. Postal Service
(USPS), as well as compare the costs of the USPS with other
delivery services like FedEx and United Parcel Service (UPS).
Making sure that your outgoing mail is addressed properly
and professionally as well as sent to the correct address also
may be an important part of your job.
Written Communication
Communication takes place in a variety of ways, from face-to-
face meetings or phone calls to emails and letters. In this
electronic age, where a growing number of people have become
accustomed to running their fingers over a keyboard instead
of picking up a pen, information is still put on paper and sent
out to other departments, branches of the company, companies,
agencies, and individuals. In addition to standard letters,
memos, reports, and invoices found in the typical office, there
are legal documents, calendars, forms, contracts, and support-
ing background material to be prepared.
Using the same format and often the same sentences and
paragraphs makes it easier for an office professional to han-
dle routine mailings. Once the office professional becomes
familiar with the businesss standard procedures and forms,
he or she may be given responsibility to compose routine
letters, forms, memos, and invoices for review. This allows
others to devote more time to handling other aspects of
company business.
Companies and offices receive a large amount of mail each
day. Due to the many time-limit requirements in the office,
this mail must be opened right away. Its good practice to
date-stamp each piece of mail you open with the date it was
received. This will assist you in determining the due date for
any necessary response. However, two exceptions exist to this
rule: (1) Never open any mail addressed as personal or con-
fidential. This mail should be opened only by the person to
57
whom its addressed. (2) Find out the companys preference
for date-stamping original documents, particularly those of
a legal nature. For example, your superiors may prefer you
place a date stamp on a small piece of paper and clip it to the
document. Or you could make a copy of the document and
place the date stamp on the copy.
After the mail has been opened and date-stamped, it should
be reviewed for important dates, such as upcoming meetings
or deadlines. These dates should then be entered on a calen-
dar. If youre opening the mail for others, they may have you
annotate or highlight important points in the documents with
a highlighter. After this preliminary sorting and calendaring, the
mail can be given to your superior for review and direction.
Most supervisors have a preferred way of handling mail.
Some want you to pull specific files and match them with
appropriate mail items so that responses can be dictated in
some way. Others will give you specific instructions on what
actions to take regarding pieces of mail. You may also be asked
to file many of the letters and documents as they arrive. In any
event, its essential to keep in mind the importance of having
your supervisor see all the incoming mail soon after it arrives.
This is true no matter how unimportant it may appear to you.
A delay in your supervisors review of certain documents can
result in missed deadlines or opportunities.
58
Mail Registers
Some companies still use a register to keep track of all the
expected and received mail. In the past mail registers were typi-
cally kept in books, but now most are recorded on computers.
The mail register contains data such as when packages are
expected to arrive, when a contract was sent, the expected
arrival time of a check, when a catalog is due, or what was
missing from a package when it was received (Figure 24).
Specific types of registers show the different activities of a com-
pany. Thus, its quite easy to see what items are sent under
separate cover, what checks have been received, or when a cer-
tified letter has arrived. Supervisors might want you to keep a
separate mail register for different types of documents. For
example, you might keep a separate register for negotiable
instruments such as bonds, stock certificates, and certified
checks. Another register might be kept for payments received
on accounts, and yet another might be kept for only special
delivery, registered mail, and insured mail.
GENERAL MAIL REGISTER
Date/Time
Received
Sender Recipient Description
Action to be Taken
(if known)
9/13 10 A.M. H. Smith B. Thomas Registered letter
9/18 T. Harth F. Franklin Missing enclosure
9/18 2 P.M. B. Reynolds T. Jacobson Certified letter
9/19 9 A.M. B. Simms R. Duke Stock certificate To Accounting
9/19 K. Helper D. Jones Check for $2,000 To Accounting
9/19 A. Cooper D. Jones Check for $5,000
9/20 R. Brown C. Davidson Insured mail
9/20 T. Sapre M. Rubic Purchase order To Purchasing
9/20 B. Donelt A. Martin Inquiry To Sales
9/20 G. Bauer H. Chrisman Complaint To Customer Service
9/21 10 A.M. F. Wilson T. Clark Contract To Legal Department
9/21 R. Dunn C. Conrad Job application To Personnel
FIGURE 24Example of a Mail Register Kept in Either a Binder or in an Excel or Word File
59
When Your Supervisor Is Away
There will be times when your supervisor will be away for
several days on a trip or vacation. Find out ahead of time
how the mail should be handled in his or her absence. Some
supervisors will want all mail held until they call in and will
make decisions about what should be done. Others will request
that the office professional route all mail to another person for
action. In any case, the office professional still processes mail
by sorting, opening, scanning, annotating, and distributing
routine items to offices and departments.
When a supervisor permits an office professional to make
decisions and take action, a computer record is maintained
so that nothing is forgotten. The supervisor can scan the doc-
ument and know precisely what has occurred while he or she
was away.
Letters should be answered relatively quickly. If your supervi-
sor is the only one who can do so, you should send a quick
acknowledgement of the letter that explains that the supervisor
is away and will respond upon returning. If the supervisor is
on vacation, simply say so. Dont mention any other details,
however.
If someone else in the firm can handle urgent mail, forward it
to him or her. Make a note of this so that you can explain how
you handled the situation when your supervisor returns.
Your supervisor may telephone the office on a daily basis to
keep in touch with whats happening. Usually, this is a good
time to briefly explain any important correspondence and ask
questions about what action is required. The supervisor may
dictate a letter or email response over the phone or provide
specific facts to use when you compose one. This ensures all
mail has been attended to immediately. The office professional
doesnt usually have to tell the supervisor about every letter
that has come into the office unless requested to do so.
While the supervisor is away, the office professional processes
routine correspondence and keeps a record of what has taken
place in case the supervisor wants to look over all correspon-
dence upon returning. The office professional can divide the
pieces into categories so that the review will be efficient.
60
Outgoing Mail
A Mailing Center
Large companies might have a considerable amount of outgoing
mail and thus need an efficient mailing center. This is accom-
plished easily when mailing operations are well planned and
organized.
The basic requirements for a mailing center are the same for
large or small mailing operations. The office professional needs
a countertop with a lot of space. Above or adjacent to this
counter there should be scissors, stamps, directories, mailing
tape, envelopes, scales, and all the other equipment necessary
to do the job without moving more than a step or two. Shipping
labels are typically provided through your computer software
and can be customized and printed with the correct address
as well as your companys logo and return address.
A computerized postage scale is needed for weighing letters
(Figure 25). The scale will show if the items weight requires
additional postage. If actual stamps are used instead of a
postage meter, the sheets of stamps should be stored flat in
FIGURE 25A Typical
Postage Scale
61
a shallow drawer immediately below the countertop. Some
office professionals prefer stamp dispensers that require
rolled stamps. A roll of first-class stamps contains 100.
Stock a variety of envelopes in different weights and sizes for
handling reports, newsletters, and odd-sized items. At least
two boxes (1,000) of standard letter-sized envelopes should
be available at all times. Usually, these are imprinted with
the firms name and return address. Another box of plain
white envelopes can serve as backup.
Package tape, a dispenser, and filler material such as Styrofoam
or bubble wrap sheets are essential.
A ZIP Code Directory, UPS Guide, current publications from
the USPS, and information about freight company services are
items that should be available.
The Postage Meter
A postage meter is absolutely necessary when the office pro-
duces a high volume of outgoing mail (Figure 26). The size of
the meter varies depending on how much mail your company
processes. The small ones require a person to hand-feed the
envelopes, while larger meters have an automatic feed thats
even capable of folding and stuffing envelopes. All meters are
licensed and available through your local post office or USPS-
authorized providers such as Pitney Bowes Inc. and Neopost.
FIGURE 26A Typical Postage Meter (www.dngsonline.com/bulk_mail.cfm)
62
Your meter is provided with a set amount of postage, and when
its exhausted, it quits working until you return it for more
postage. This can often be done over the phone.
There are several advantages to a postage meter. The meter
allows the operator to adjust the amount so that it dispenses
precisely the exact postage required. You can push all regular
first-class letters through the machine, where theyre auto-
matically stamped in a fraction of the time it takes using
regular stamps.
The meter is also capable of printing a tape with the correct
postage so that postage can be affixed on packages. This makes
mailing packages simple and easy.
The meter imprints a stamp that contains the city and state
of the licensing post office, meter number, and amount of
postage for the kind of mail desired. The month, day, and
year also appear on all first-class, priority, registered, certi-
fied, insured, collect on delivery (COD), and special delivery
mail. On second-, third-, and fourth-class postage, the day
of the month isnt necessary.
The meter also performs bookkeeping. It automatically keeps
track of total postage used and how much postage remains on
the machine. The figures appearing on the meter are recorded
in the Daily Record of Meter Register Readings each day. The
total postage used when added to the postage remaining on
the machine should be the total of the original meter setting.
Operating a postage meter without a license and tampering
with the seal or counter mechanisms are serious violations of
the law. Whenever it appears that the postage meter has
been opened or tampered with, postal authorities should be
contacted immediately.
Addresses and ZIP Codes
The ZIP in ZIP code is an acronym for Zone Improvement
Plan, which was created to speed up mail processing at the
post office. All the mail leaving your office must have a ZIP
code. This five-digit number and four-digit extension enables
mail to be processed quickly through the use of an optical
character reader, or OCR. The OCR electronically reads a ZIP
code and sorts it by its digits. The OCRs printer sprays on a
63
delivery point bar code for that address. Then it zooms the
mail item to a sorting channel and finally, to the letter carrier
responsible for that region. This system can process 10 pieces
every second, or up to 36,000 pieces of mail per hour. Its
therefore essential that an address be placed in the proper
space on an envelope. If the address isnt correctly placed,
the scanner in the OCR wont be able to read the number
and the envelope will have to be manually handled instead
slowing down the process considerably.
The post office issues guidelines for addressing envelopes.
Theyre as follows:
1. Envelopes should be no smaller than 3
1
/
2
by 5 inches and
no larger than 6
1
/
8
by 11
1
/
2
inches. A standard No. 10
business envelope is 9
1
/
2
by 4
1
/
8
inches (Figure 27).
Thickness should be no less than .007 inch or more
than
3
/
16
inch. Card stock thickness shouldnt exceed
.0095 inch.
2. The address should be single-spaced and blocked. Each
line should have a straight left margin. There should be
at least a
5
/
8
-inch bottom margin, a
1
/
2
-inch margin from
the left edge of the envelope to the address, and a
1
/
2
-inch
right margin. The return address should be kept no lower
than 1 inch in the top left corner.
FIGURE 27A Typical Business Envelope with the OCR Read Area
64
3. When printing out your computerized shipping labels, be
sure to use a crisp, clean font, such as Times New Roman.
Fancy scripts arent easily read by scanners and may
slow down the printing process. If possible, avoid hand-
writing an address because that will slow down the mail
process as well.
4. The address should be keyed in all capital letters without
any punctuation except the hyphen in a ZIP + 4 code.
Make sure the address is as complete as possible,
including all apartment or suite numbers and proper
delivery designations, such as RD, ST, NW, and S.
5. If an attention line is used, it should be keyed on the
second line after the company name.
6. Two-letter state abbreviations are to be used without
any periods (Figure 28). Leave one space after keying
the city name.
7. The ZIP code is a must. It should appear on the same
line as the city and state. Leave one space after keying
the state name.
8. If you have both a street address and a P.O. Box number
in an address and you dont know how the addressee
receives mail, you may include both on the envelope.
However, be sure to place the street address above the
P.O. Box number. The post office reads the addresses
from the bottom. The envelope will go to the P.O. Box.
9. Key special notations such as Personal and Confidential
one blank line after the return address located in the
upper left corner of the envelope.
10. Key special notations that affect postage, such as Air
Mail, one blank line under the area where postage is
affixed in the upper right corner of the envelope.
11. The OCR performs best on envelopes written with black
ink on a white background. Although certain color com-
binations are acceptable, the OCR cant read an address
if there isnt enough contrast between the ink and paper.
Keep the ink as dark as possible and the background as
light as possible.
65
Addressing International Mail
Non-American addresses are slightly different. Most of them
look as follows:
Ricardo Montoya (recipients name)
Montego Internacional (businesss name)
Calle 14 No 9654 (street address)
C9931GAT San Sebastian (postal code and city/town)
SPAIN (country name in capitals)
Alabama AL Montana MT
Alaska AK Nebraska NE
Arizona AZ Nevada NV
Arkansas AR New Hampshire NH
California CA New Jersey NJ
Colorado CO New Mexico NM
Connecticut CN New York NY
Delaware DE North Carolina NC
District of Columbia DC North Dakota ND
Florida FL Ohio OH
Georgia GA Oklahoma OK
Hawaii HI Oregon OR
Idaho ID Pennsylvania PA
Illinois IL Puerto Rico PR
Indiana IN Rhode Island RI
Iowa IA South Carolina SC
Kansas KS South Dakota SD
Kentucky KY Tennessee TN
Louisianna LA Texas TX
Maine ME Utah UT
Maryland MD Vermont VT
Massachusetts MA Virginia VA
Michigan MI Washington WA
Minnesota MN West Virginia WV
Mississippi MS Wisconsin WI
Missouri MO Wyoming WY
FIGURE 28State Abbreviations
66
Theres some variance in how each country handles its
address. Some may have short, two- or three-line addresses,
while otherssuch as South American countries, Japan and
other Pacific countries, and Great Britainmay require up to
seven lines of information in their addresses. The following
lists other notable differences.
1. You may experience difficulty recognizing and abbreviat-
ing company legal designations, such as Limited (Ltd.).
You can obtain a listing of company legal designations
and their abbreviations from the U.S. Postal Service
(www.usps.com).
2. Many international delivery addresses include the build-
ing name and number as well as the apartment, room,
suite, or floor number. Street names are often long. In
many countries, a street name may be composed of
family names.
3. In the United States, the second line of the address is the
street address. However, in some countries, the second
line is necessary for the building name and outer/inner
building numbers.
4. Many European countries use country codes to indicate the
country of designation. These codes consist of one, two,
or three alphabetic characters followed by a dash. The
country code is placed to the left of the city line (before
the postcode, if one is used, or before the name of the
city). For example: B-1000 BRUXELLES is a country
code/postcode combination for Belgium.
Each country decides where its postcode should be posi-
tioned. It might be to the right of the city, to the right of
the state province, or to the left of the city. To make your
mail as correct and deliverable as possible, you should
put the code in the position where the countrys postal
service will expect to find it.
Examples include the following:
To the left of the city: 7400 NA DEVENTER
NETHERLANDS
To the right of the city: LONDON SWIY 5HW GREAT
BRITAIN
67
To the right of the state MONCTON NB BIC
or province: 1E4 CANADA
5. The country destination must be indicated in some way on
the envelope when it travels from one country to another.
This name should be in all capital letters, spelled out in
full, and standing alone on the last line of the address,
as indicated above. Note: An exception to this rule is
mail sent from the United States to Canada.
Acquire as much information as possible about the countries
where your addresses are located. Make the acquaintance of
foreign nationals and discuss addresses with them. People who
have actually lived in a country are your most knowledgeable
sources. Ask them to set up guidelines for recognizing impor-
tant words and for editing out unnecessary or repetitious
words. Practice on sample addresses until youre confident
of your ability to edit and input addresses properly.
Postal rates and regulations for mailing cards, letters, and
packages change rather rapidly. The office professional should
be alert to changes by visiting the post office frequently and
obtaining the latest USPS publications. In addition to these,
the office professional who frequently mails packages should
also check with UPS and other freight services for rate and
service charges. If they offer a mailing list, be sure to sign up
for it so that new regulations will be received automatically.
The USPS and firms such as FedEx can also provide rules
and costs for sending express mail, priority mail, overnight
mail, and two-day mail.
Express Mail
Express mail is the fastest service offered by the USPS. It guar-
antees next-day delivery, including weekends and holidays.
Important documents that must reach their destination the
following day are sent express mail. If it doesnt reach the
destination within 24 hours, the sender receives a full refund.
If an item is lost or damaged, the document is automatically
insured. The post office will pay up to $50,000 per piece for
lost, nonnegotiable documents. Nonnegotiable documents
include commercial papers and documents relating to bank
transactions. The item or package should be at the postal office
68
prior to a certain hour for it to arrive
at the destination by the following
day. Theres also a weight limit.
The USPS makes the process as
convenient as possible,
providing mailing envelopes, boxes,
and tubes at no charge (Figure 29).
You can take the shipment to any
express mail post office and deposit it
into their specially marked collection
boxes, or you can get on-demand
pickup or simply hand it to your reg-
ular letter carrier.
For mail that needs to go quickly to an international address,
the USPS offers Global Express Mail to 200 countries, and
Express Mail Military Service delivers packages and mail to
select Army Post Office and Fleet Post Office addresses.
Priority Mail
Priority mail is for those who dont need overnight delivery but
still want delivery faster than standard mail. It imposes a weight
limit of 70 pounds, and items cant exceed 108 inches in length,
width, or height. In other words, the sender is willing to pay
the additional first-class rate to have priority service. Once
again, the USPS provides stickers, labels, and envelopes at
no charge. For an additional fee, you can send this form of
mail insured, registered, certified, or COD. The mailing fee is
based on how far the package is being sent. Priority mail parcel
post should be sent from the post office and not from a mail-
box. The package should be wrapped securely with the words
Priority Mail or First-Class Mail written on the address
side of the package.
FIGURE 29Typical
USPS Express Mail
Envelope
69
First-Class Mail
First-class mail is the standard route for sending postcards,
personal notes, business letters, checks, money orders, and
greeting cards. Theres a limit on the number of ounces each
piece can weigh. Additional weight requires extra postage. Also,
there are size limitations for first class. Each piece cant exceed
certain dimensions without an additional surcharge. This mail
can be sent insured, certified, registered, COD, and restricted
delivery. Typically, local mail will arrive in one day and all other
locations in three days.
Second-, Third- (Standard Class Bulk)
and Fourth-Class Mail
Second-class mail costs less than first-class mail and is used
primarily for sending newspapers and periodicals. Naturally,
this class is also slower. Second class is limited to publications
that are produced and mailed at least four times a year.
How-
ever, a magazine or catalog thats issued only once per year
is an exception. In this case, a second-class permit can be
obtained. Third-class mail is now referred to as standard
class bulk mail; its even less expensive than second-class
mail, but its also slower. Theres an ounce limit with third-class
mail. Circulars, booklets, and manuscripts are sent third class.
You can send farm and factory products (such as seeds and
roots), cuttings or drawings, photographs, and keys as third-
class mail. Envelope sizes must meet first-class minimum size
requirements, however. Third-class mail wont be returned
when delivery is impossible unless the sender writes Return
Postage Guaranteed below the return address. The sender is
willing to pay return postage when the item is of value. On
the other hand, the sender is likely to print If
Undeliverable, Do Not Return on circulars in which the
value is less than the cost of return postage.
Companies that send out thousands of circulars each year usu-
ally obtain a third-class mailing permit. This permit costs a flat
fee per year and allows the company to send several hundred
or thousands of identical mailings at a reduced rate. In prepar-
ing bulk mail, the post office requires that the sender sort out
70
the pieces according to zone, area, and ZIP code. In addition,
a form is completed that describes the mailing. The postal
service will furnish bags, labels, and complete information
about how to prepare a bulk mail shipment. All mailings are
paid for in advance.
Sending packages fourth class is the most economical means
of getting them across the country. There are minimum and
maximum weight and size requirements. Most items can be
sent, except for such illegal items as firearms, flammable mate-
rials, live animals, insects, food products, furs, plants, and
Christmas trees. Special fourth-class rates are available when
shipping books, sound recordings, and other library items.
Invoices, reply envelopes, order forms, circulars, and adver-
tising sheets can also be included when using the special
library rate. The postage rate for fourth class depends on
weight and destination. The farther away the destination, the
higher the rate.
Mailing Tips
Following the guidelines in Figure 30 will help speed your
mail to its final destination.
71
1. Mail earlydont wait to mail everything at 5:00 P.M.
2. Presort as much of your mail as possible into classes, ZIP
codes, out-of-town, and in-town.
3. Check for missing or incomplete ZIP codes.
4. Be sure to apply the correct amount of postage. (Returned
mail for additional postage is a waste of money and time.)
5. Use metered mail whenever possible. It speeds up handling
at the post office.
6. Use the right envelopes for the enclosures. Cramming large
pieces of paper into small envelopes could split an envelope.
7. Wrap the mail. If many pieces of mail are going to the same
address, keep them together.
8. Be sure parcels are securely wrapped. Use heavy-duty
packing tape.
9. Use correct labels for packages.
10. Use class hand stamps to clearly distinguish the mail: first-
class, third-class, special delivery, registered mail, and so on.
11. Take advantage of bulk rates when sending large mailings.
12. Change the meter date daily.
13. Use a packing list to record items when sending varied
merchandise in one package.
14. Use two-letter state abbreviations.
15. Avoid using undersized and nonrectangular mail. Improper
sizes or shapes cause delay and may even result in additional
charges and mail being rerouted.
16. Use strong backing material, such as cardboard, when send-
ing photographs. Print clearly: PHOTOSDO NOT BEND.
FIGURE 30To ensure
your companys mail
gets to its destination
on time, follow the
USPSs guidelines accu-
rately.
72
Certified Mail
Sometimes its essential to know that mail has been received.
Payment of a bill or an offer to purchase something can be sent
by certified mail. The mail goes through regular channels of
processing. The important feature of certified mail is that it
provides you with a mailing receipt and a record of delivery
to the addressees post office. The materials sent under this
method shouldnt have an actual money value.
Theres an additional charge for this service beyond the re-
quired postage. If the sender wants to know when the addressee
receives the mail, a Return Deliver Form is required. In addition
to the two fees already paid, another fee is required. Delivery
is made to the addressee only or to an authorized person
indicated in writing.
The certified mail receipt is proof that an envelope or package
has been mailed. The post office doesnt keep a certificate of
mailing on record. The fee for this service doesnt provide any
insurance on the article sent.
Registered Mail
Since this is the most secure option the USPS has, import-
ant papers such as deeds, wills, negotiable bonds, contracts,
and valuable merchandise are often sent by registered mail.
Registration involves declaring the value of the items being
sent for security and insurance purposes. The valuables
receive special handling through the entire mailing process.
Theres a registration fee for insurance protection that covers
items worth up to $25,000. If a return receipt is required, this
can be obtained for a small additional fee.
Insured Mail
Insurance can be obtained for mailed items valued at any
amount up to $5,000. Packages sent third-class, parcel post,
and priority mail can be insured for their value. This is par-
ticularly true during times when the post offices have peak
business, such as late November and December. Risks of loss
are greatest at these times.
73
COD
Collect on delivery, or COD, means that the post office will take
responsibility for collecting both the postage and the fee for
the packages contents. Some companies ship products such
as books, records, and tapes COD, and the money is returned
to the company upon delivery. Naturally, the postal service
charges a higher rate for this service. COD can be used for
sending materials by first-class, express, priority, registered,
third- and fourth-class mail.
International Mail
Its not unusual for businesses to send mail to all parts of
the world. International mail is divided into Global Express,
Express, Priority, First-Class International, Priority, and
International Surface Air Lift. Lets discuss each of these
types.
Global Express Mail is the fastest international delivery possible
and comes with a money-back guarantee if it doesnt arrive
within one to three business days to any of almost 200 coun-
tries. Mail can be tracked and insurance up to $100 is free.
Express Mail International is an economical choice because it
uses flat-rate shipping and can be tracked.
Priority Mail International is for mail that weighs up to
70 pounds, and delivery goes to almost 200 countries at
a flat rate.
First-Class Mail International is designed for mail that weighs
less than four pounds; postage can be as low as 75 cents for
a letter or postcard.
International Priority Airmail is for volume mailings like catalogs,
small merchandise, and so on.
International Surface Air Lift is for sending global mailings of
more than 50 pounds.
74
UPS and FedEx
It may become necessary to use common carriers for sending
packages rather than using the USPS. UPS and FedEx both
offer many options for fast, inexpensive service to all points in
the nation, including Hawaii and Alaska. Complete listings of
service points, size/weight restrictions, and fees are available
at their websites, www.ups.com and www.fedex.com. Their
services are comparable (Figure 31).
UPS FedEx
Next Day Air Early A.M. Express U.S. (delivered within 24 hours)
(delivery usually by 8 A.M.)
Next Day Air Express International (fast delivery to
(overnight) almost 200 countries)
Next Day Air Saver Express Freight (for packages between
(delivery by 3 P.M.) 151 and 2,000 lbs.)
Second Day Air A.M. Express Freight International (high volume
(delivery by noon on second business day) shipments delivered within 24 to 72 hours)
Second Day Air Ground U.S. (business-to-
(guaranteed second-day delivery) business packages in three days)
Three Day Select International Ground (door-to-door delivery
(delivered in three days) in three to seven days)
Ground Home Delivery (delivery to residences)
(commercial ground service)
Worldwide Express Plus Worldwide Saver (End-of-day delivery to
(second-day delivery by 8:30 A.M. to more than 200 countries)
Europe and other international cities)
Worldwide Expedited Standard Service (to and from Canada)
(shipments to major trading countries)
FIGURE 31UPS and FedEx have a great deal in common. Choices may depend primarily on when the
package needs to be delivered.
75
Mailing Services
There are also companies that will prepare large and bulk-
sorted mailings so that your company can avoid this chore
altogether. Using automatic equipment and computer-generated
printed labels, these mailing services are capable of sending
out thousands of mailings at one time for a set fee. Companies
specializing in this service are usually found in the Yellow
Pages under direct-mail marketing services.
Other services will prepare and send various pieces of mail
for you. You can also obtain a post office box at their facility,
where theyll collect and deliver your mail to you. They also
sell a variety of mailing supplies, and they have copy and fax
facilities.
Acceptable Containers
The post office accepts materials in boxes, but it has various
standards relating to the makeup of the boxes and how much
material may be placed in them. Sturdy, rigid boxes made of
paperboard, metal-stayed paperboard, fiberboard, wood, metal,
or plastic may be used. The size of the box must be adequate
to contain the items and provide enough space for cushioning
material. In some cases, the post office will mail materials in
paper bags and wraps, plastic bags, plastic film, cloth bags,
cans, and drums. You should visit your local post office to
obtain their specific guidelines when mailing materials and
using these methods.
If you use a container of one of these types to mail materials,
make sure you use the proper cushioning inside the package
to protect individual components inside from each other as
well as from external forces. Never package heavy items with
fragile items unless extreme care is exercised to separate them
from each other.
Cellophane and masking tape may not be used for closure or
reinforcement of packages but may be used to augment
adhesive closures on envelopes or to cover staples on bags.
Paper tape must be at least a 60-pound weight. The adhe-
sives on gummed tapes must be adequately activated before
application and firmly applied, with the tape extending at
least three inches over the adjoining side of the box. Except
76
for pressure-sensitive filament tape, tapes used for closure
and reinforcement may not be less than 2 inches wide.
Staples and stitching are acceptable if spaced not more than 5
inches apart for easy and average loads or 1 to 2
1
/
2
inches
apart for difficult loads.
Special Mailing Envelopes
A window envelope used for letter-size or flat-size mail (Figure
32) must meet the following standards:
1. The address and any bar code visible through the win-
dow must be printed on white paper or paper of a very
light color.
2. The window opening must be of sufficient size and, if
covered, of sufficient transparency. All characters in the
address, any optional endorsement line, and any bar code
must be completely visible throughout the full range of
the movement of the insert within the envelope.
3. For letter-size mail, the delivery address window must be
parallel with the longest edge of the envelope. For flat-size
mail, the address window may be parallel with any edge of
the envelope.
FIGURE 32A Window
Envelope
77
Marking Packages
The mailer must mark the package using material that isnt
water-soluble or easily smeared or rubbed off. The marking
must be readable at a distance of 30 inches. Marking meth-
ods or surfaces must permit application and retention of
adhesive stamps, postage meter impressions, and postal
endorsements made with a hand stamp, ballpoint pen, or
Number 2 pencil. Any address label or envelope must be
firmly affixed to the mailing container, with no more than a
1
/
8
-inch separation between the ends of the label or envelope
and the container. If youre writing your address on the pack-
age with a marker, its a good idea to cover the address with
plastic tape to prevent the address from being smeared.
Filing Mail
Imagine this scene. Your boss has the president and three cor-
porate officers of your company in her office. She calls out to
you, Would you please get the Turley contract, the Bennett
memo of August 1997, and the Clark report of last year?
Within two minutes, you return with the items to the amaze-
ment of everyone in the roomincluding your boss! Nothing
is more impressive to an employer than efficient office profes-
sionals who keep company files and records at their fingertips.
A wise supervisor once said, Anybody can file a letter once.
The trick is to be able to find the item again after its filed.
When files are poorly organized, it may be impossible to retrieve
a letter or other document when you need it. Have you ever
received a bill or letter in the mail, set it down, and then dis-
covered a few minutes later that it was lost? This should never
happen in your office.
To be sure important documents arent lost, companies gener-
ally have procedures for handling and filing all materials. If
these arent in place in your company, perhaps suggestions
from you on how to achieve this goal would be welcome. You
need to learn and follow these procedures so that you can
walk into any office in your company and know how to file
and retrieve information if asked to do soor set up a new
filing system from scratch, if necessary.
78
Self-Check 4
Indicate whether each one of the following statements is true or false.
______ 1. When addressing mail to other countries, the name of the country appears on the last
line of the address by itself.
______ 2. The post office prohibits the use of window envelopes.
______ 3. You may use USPS for certified, registered, and COD mail.
______ 4. You should use third-class mail when sending manuscripts and booklets.
______ 5. You should use second-class mail when sending magazines and newspapers.
______ 6. The OCR reads and sorts mail.
______ 7. The attention line should be placed on the second line of the mailing address.
______ 8. The most secure way to send mail via the USPS is registered mail.
______ 9. The post office doesnt need a ZIP code to process your mail.
______ 10. The post office recommends securing packages with heavy cord so postal workers can
easily pick them up.
79
USING EMAIL
The growth of emailing in recent years is amazing. Did you
know that 247 billion emails are sent each day? (Yes, 247
billion.) That works out to one email every 0.00000035 sec-
onds. In fact, in the time it took you to read that statistic,
more than 20 million emails were sent out!
Email has become the fastest, most common method of com-
munication in business today. As you likely know, emails are
electronic messages created on one computer and sent to
another one, usually within seconds. Knowing how to prop-
erly and professionally write and respond to them is an
essential part of your job.
Two types of email exist: intranet email and Internet email.
Individuals using intranet email send and receive email that
stays within a particular company or organization, often a
network of a companys computers. Internet email travels
everywhere elsefrom across the street to the other side of
the world.
Benefits of Using Email
Emails have a number of advantages:
1. Individuals can send emails from their home or office
computers, giving everyone greater flexibility in terms of
when they choose to send and receive messages. They
can send messages 24 hours a day, every day of the
year. Also, the speed of sending messages to other
countries via email is usually mere seconds.
2. Individuals are better able to clarify information with
others, and feedback is obtained more quickly so that
decisions can be made faster and more efficiently.
3. Because email is more informal, individuals are more
likely to use it than make a telephone call or send a written
message when communicating with others in the corpo-
rate hierarchy.
80
4. Probably the biggest advantage of using email is that it
eliminates playing telephone tag. Many times, people
are away from their offices and phones and miss impor-
tant messages, particularly if they dont have voice mail.
5. Emails are there to read at ones convenience. Also, an
individual has more time to think about the message and
how he or she will respond to it. This isnt always possible
when using the telephone as a communication tool.
6. Emails reduce the number of telephone interruptions that
occur in the typical workplace.
When to Use Email
All communication methods have their individual advantages
and disadvantages. For example, using the telephone is faster
than sending written correspondence through the mail, but
with written correspondence you have documentation of what
was said. Sending information via fax is quick, but may not
remain confidential.
Face-to-face contact may be the most effective way to commu-
nicate, but it involves dressing professionally, finding a specific
person, thinking on the spur of the moment, and choosing
your words carefully. By sending an email, you can commu-
nicate with the person at your convenienceeven from home
in your pajamas! You can also organize your thoughts care-
fully to make sure youve made your points in an organized
manner before hitting Send.
During a phone call, you can be interrupted and a variety of
distractions may affect your ability to communicate. Email
allows you to maintain an upper hand by getting your ideas
across in the way you wish without interruption.
Emails offer advantages over methods like overnight delivery:
An email is delivered much more quickly, and you dont have
to fill out tiresome paperwork. (Of course, if you need to send
a package, email isnt going to do it!)
81
The Dangers of Using Email
Even though email is the easiest form of communication, it
carries a risk of privacy loss. (Youll learn about this in the
next section.) Also, because speed is such a great benefit of
this communication method, individuals are prone to spend
less time composing email messages than when using other
communication media. They may compose messages off the
tops of their heads instead of taking time to look up data, ask
questions, or give enough thought to their responses. Often,
they dont check for proper spelling, punctuation, and gram-
mar or retain an appropriate business tone.
Finally, email messages should be short so that the recipient
doesnt have to scroll down the screen for too long. If the mate-
rial is long, a mail or fax might be a better alternative.
Privacy Issues
Our credit card accounts and automatic teller machines have
special passwords to prevent others from accessing them, as
do email servers. However, if you, like many, keep your email
server open all day (perhaps just minimized to the bottom of
the screen), all someone needs to do is restore the screen to
read your messages. Because emails are sent from computer
to computer, anyone along the way may have access to the
message. Naturally, by law, no one else should be reading it.
Encryption programs are available to encode your text mes-
sages. Software, like that available at www.pgp.com, encodes
plain text and can be decoded by anyone else with the soft-
ware.
Choosing a good password is another key to maintaining
privacy. You need to choose one thats
Easy for you to remember
Difficult for anyone else to guess or figure out
A combination of letters and numbers
At least six characters long
Never keep your password near your computer or in a location
where someone else might discover it.
82
Legal Issues
Several legal issues have come to light as a result of people
using email for business and personal purposes. As men-
tioned earlier, individuals in your company and elsewhere
have the ability to intercept and read your email messages.
And just because you delete them from your computer doesnt
mean that they cant be retrieved at a later time and read by
others. Some companies are required by law to monitor the
email activities of their employees.
Another legal issue involves what materials you might legally
put in your email messages. Most often, incorporating the
ideas of others within a message is legal as long you put the
ideas in your own words. However, if you were to scan the full
text of a copyrighted document into your email messages, you
would be violating intellectual property copyright laws. If you
were to attach government documents to your email messages,
that would not be an infringement of copyright laws. A good
rule of thumb, however, is not to put materials into your email
messages that were developed by others unless you have their
written permission to do so. Other potential legal problems
might exist through
Using others messages
Reposting messages
Duplicating and distributing digitized images
Copying sound files
Uploading and downloading adult materials
Downloading clip art or photo files
Engaging in chat sessions
Viruses
Computer viruses pose a real danger to files stored on your
computer. Viruses can be passed to your computer from
contaminated websites or email attachments. You might open
an attachment that contains a virus that infects your com-
puter; then, thanks to networking, all of the computers in
your company could become infected. Viruses are capable of
83
doing great damage, so having adequate firewall protection is
essential. Its also important that you have antivirus soft-
ware in place to scan email attachments.
Also, take particular care when you download or access files
from the Internet. Make sure of the integrity of a files source
before you allow the file onto your system. The rule is to make
sure you scan all files received from the Internet with antiviral
software before you use them.
The Electronic Address
If you work for a company that installs Internet access for its
employees, youll have free access to the Internet, and youll
be assigned an Internet address. Most likely, youll also have
access to software for a variety of Internet activities that
include email.
Several commercial companies also provide Internet addresses
as part of their services. These companies provide both hourly
and monthly rates for access to the Internet. You should review
the services and rates for several of these companies before you
select one.
Once you receive an electronic address, you can send and
receive email. This address has two parts: the user name and
the domain. You use your user name to sign on to the
Internet service. The address domain specifies where you
have your user account. It can be the name of a commercial
carrier or an Internet service provider. An address generally
contains between 8 and 10 characters. Numbers can be used.
Often, you can pick the user name you wish to use. However,
if your company has provided Internet access for you, you may
be assigned an address. If your user address has already been
selected by another user on the system youre using, youll
receive a message to that effect, and youll have to alter your
address.
The @ (at) symbol on your keyboard links your user address
with the domain name. This symbol is necessary to locate
another individual outside of your domain. However, if youre
communicating with an individual in the same domain, you
dont need to include the @ symbol or the domain name.
84
Commas, apostrophes, and spaces arent part of an Internet
address. Dots replace apostrophes and commas, and spaces
are deleted.
The last set of letters in the domain portion of the address rep-
resents the type of domain at which a user resides, such as
.com (commercial service)
.net (local network)
.org (private organization)
.mil (military organization)
.edu (educational institution)
.gov (government institution)
In your database of clients or customers, you should add
their email addresses. If you arent sure of a persons email
address, you can often find it listed on the companys web-
site as part of the contract information.
85
Parts of the Email Message
The email message consists of several parts: the address (To:),
the carbon copy line (Cc:), the subject line, and the message
(Figure 33). You must fill in the address line, and some email
systems require that the subject line also be completed.
Address Line
This line contains the address of the person to whom youre
sending the email. If you wish to send the message to more
than one person, put a semicolon between each of the
addresses (no spaces are necessary).
Carbon Copy
On this line, you indicate the address or addresses of any
additional people you would like to read your message. Lets
say, for example, youre writing to someone and youve men-
FIGURE 33An Email Message Screen
86
tioned that youve discussed the information in your message
with your supervisor. You would include your supervisors
address on the Cc line as a courtesy. That person will also
receive a copy of the message. You may include multiple
addresses on this line as welljust put a semicolon between
addresses.
Blind Carbon Copy
A blind carbon copy (Bcc) is a secret copy of your message to
someone. No one but you and the blind carbon copy recipient
knows that he or she has received a copy of your message.
Perhaps youre writing a note of praise about another employee
to that persons supervisor. You might send a blind copy to the
employee to let him or her know that youve done this.
Subject Line
This line is like the title of a book, encapsulating the main
idea of the forthcoming message. Subject lines should be
clear and brief, because people tend to scan the subject lines
of incoming emails to determine if they want to read them
now or later. If your receiver is someone whos likely to read
your message anyway, such as a friend or family member,
you may not always need a subject line. But in business,
your messages will probably get more attention from internal
and external business individuals if you include a strong
subject line.
The Message
Although most email systems are capable of recording and
sending out several pages of text, you want to keep your mes-
sages concise. Individuals have neither the time nor desire to
read lengthy messages on screen. You should be aware that
the way you key your message on screen wont necessarily be
the way the reader receives it, depending on the email system
he or she is using. Never type your message in all capital let-
ters; this is perceived as shouting. Also, be mindful of your
wordinghumor doesnt always translate well!
87
Attachments
Email systems let you attach text and other files to your email
messages. Before adding an attachment, you should make sure
your reader is expecting it. You should also mention the attach-
ment and its purpose in the body of your message. Be aware
that not all email systems are compatible. In other words,
your reader may receive your attachment in a completely dif-
ferent format from the one in which you sent it. In some cases,
the reader may not be able to read the attachment at all. You
can test your system by sending a trial file to make sure that
what you send can be accessed and read by the receiver.
Abbreviations and Acronyms
A good general rule in writing various business correspondences
is to avoid using a lot of abbreviations and acronyms. Your
reader may not readily know what they stand for and may not
even be able to guess. If you do abbreviate words, make sure
you abbreviate them correctly and in an acceptable manner
based on the dictionary.
Its more appropriate to use acronyms in informal email
messages. An acronym is a word formed by the first letters of
several successive words, such as ASAP for as soon as pos-
sible. Its fine to use these if you think your reader will know
their meaning, but dont overuse them.
Its most appropriate to use acronyms when
youre using a long phrase throughout a
message. The first time, you key the com-
plete phrase, and then in parentheses put
the acronym. From that point on in your
message, you could simply use the acronym,
and the reader will know what it means.
Many common acronyms exist on the
Internet. A few are listed in Figure 34,
and you can add to this list as you see
them appear in messages you receive.
You may have heard of or used emoticons,
faces created by using some of the keys
on your keyboard. They visually represent
SOME COMMON EMAIL ACRONYMS
BRB Be right back
BTW By the way
F2F Face to face
FYI For your information
IMO In my opinion
LOL Laughing out loud
OIC Oh, I see
TTY Talk to you later
FIGURE 34The first time you use an acronym,
spell it out.
88
expressions or emotions you might wish to convey to your
reader in your messages. Emoticons are meant for personal
correspondence onlydont use them in your business
emails.
Writing Email Messages
Since email messages are an informal method of communicat-
ing with others, begin your message with a personal greeting
to the recipient. You may address the individual by his or her
first name if thats the level of familiarity youve established.
If you dont know the individual, remain formal, briefly iden-
tifying yourself, your company, and who might have suggested
that you write to him or her. If youre writing to someone in
another country, be sure to keep that persons customs and
traditions in mind. For example, in Japan, greetings tend to
be more formal, even in emails. If youre writing to several
individuals, its often best to use a general greeting such as
Greetings or Hello.
Organizing Your Email Messages
Structure your messages like newspaper journalists do. Start
out with the most important point, then the next most impor-
tant, and so on. In the newspaper business, if some of the
article must be cut because of space limitations, the editor
generally starts cutting at the bottom of the article and works
upward, thereby cutting the less important information. If you
structure your message with the most important information
first, your most important points will appear on the first screen,
even if your message extends to additional screens.
Considering Your Readers Points of View
When structuring emails, you should put yourself in the
shoes of your reader. Ask yourself the following questions:
Whats my purpose for writing this?
What do I hope to achieve?
What will my reader find most interesting or persuasive?
89
How would this reader want the information presented?
What does the reader need to know?
How will the reader feel about the information being
sent?
How much detail does the reader want?
How much detail does the reader need?
How knowledgeable about the topic is my reader?
Have I presented my reader with all of the information
necessary to achieve my purpose?
In other words, dont write the message based on what you
want to hear; write it based on the readers needs. Make it
easy for your reader to respond. Wherever possible, try to
give the reader a choice of yes or no answers. The more
complicated your expectations for the reader, the less likely
he or she will take time to respond.
Use Clear and Short Paragraphs
Paragraphs should be kept short. Begin each paragraph
with a major idea, and then use three or four sentences to
elaborate or provide additional details. Provide any and all
information in a paragraph that relates to the major idea.
Leave additional space between paragraphs to make reading
them easier.
Use Lists or Bulleted Items
Using numbered lists or bulleted items can help your points
stand out and make the message visually appealing to your
readeras long as you dont overuse it. Your computer will
automatically figure out the spacing for you. Capitalize the
first word in each numbered or bulleted item.
Add an Informal Closing to Your Message
Keep the closing of your message short and informal. Again,
when sending messages to other countries, follow their tradi-
tions. You can follow it with your name or initials. You might
FIGURE 35If you
wanted to respond to
an email message or
forward an email, you
would click one of the
buttons shown here.
90
include an informal Thanks before your name or initials, or,
if the situation or recipient warrants it, you might use the more
formal Sincerely yours, or Most sincerely.
Use the Correct Writing Style
As with all business correspondence, many individuals make
judgments about you based on the way you present your ideas
in writing. Thus, its essential you apply your best efforts to
correct word choice, grammar usage, conciseness, and spelling,
or people will notice. Although many email systems include a
spellchecker, dont rely on it to catch your errors.
Replying to and Forwarding Email
When you receive an email from someone, you have the
option to press a key or click your mouse in the appropriate
portion of your screen to automatically respond to the sender
(Figure 35). The recipients address and even the subject
line in the original message sent to you will be inserted.
Additionally, you have the option of retaining the content
from the message to which youre responding or deleting it.
Email systems also allow you to forward a message from
someone to another party. In this case, you should add some
type of explanation at the beginning of the message as to why
youre forwarding it. You should also supply this new recipi-
ent with any additional information or instructions.
Sending International Email
Using the Internet, youre not only able to send email mes-
sages to people in your state and throughout the United
States, but youre also able to communicate directly with
individuals all over the world. As stated previously, you must
be sensitive to cultural differences as you communicate with
an international audience. Communicate in simple language
and avoid slang expressions (such as that would be cool or
sweet deal) and idioms (such as dig in his heels or keep
an eye out).
91
Receiving Junk Email or Spam
In the same way that its hard to watch television without
commercials, its hard to have email without spam. Usually,
spam is made up of ads, notices, requests for contributions
and generally uninvited, unwarranted information. When you
receive spam, simply delete it. Many email systems allow you
to block future emails from companies or individuals who
have sent you spam. Others come with built-in spam filters
that remove the messages and put them into a separate file
for you to delete.
92
Self-Check 5
Questions 17: Indicate whether each of the following statements is true or false.
______ 1. System administrators in your company arent restricted from monitoring email
activities of employees and can disclose this information to others.
______ 2. A password should be easily remembered, such as your birthday or pets name.
______ 3. Its critical that your email messages be well organized and that you consider your
readers needs.
______ 4. An email message should begin with the purpose, followed by details, and ending with
a request for action if appropriate.
______ 5. The most critical part of the email message is a well-written, descriptive subject line.
______ 6. Using all capitals in an email message is viewed favorably because it conveys the
seriousness of your work ethic.
______ 7. Using smileys frequently in business emails is a good practice.
8. Email is short for _______.
9. List three benefits of email.
__________________________________________________________
__________________________________________________________
__________________________________________________________
93
MANAGING TASKS
You read previously that as an office professional in a busy
office, often youll be called on to behave as a juggler. Constant
demands will be placed on you to perform multiple tasks,
possibly from several individuals. Youll answer the phone,
process mail, make copies, respond to emails, grab coffee,
and arrange a meetingall in the first hour of a given day.
Youll be expected to work on many projects, some of which
will have specific deadlines. Youll need to know how to sched-
ule and plan your work so that it all gets done in the allotted
time. Thus, you must be able to look at your workload and
prioritize it: what should be done first, second, third, and so
on. Even when your work schedule is perfectly planned, youll
often have to adjust it because of unexpected interruptions
and emergencies. This section will show you how to handle
your workflow, how to use some helpful tools to plan your
work schedule, and how to accomplish your goals and objec-
tives in the most efficient and effective way.
Arranging Your Work Area
For you to handle and process the paper that will flow through
your office, you need to make sure that you have access to the
proper paper and electronic files and equipment (Figure 36).
FIGURE 36You need to
arrange your office equip-
ment properly to manage
your work effectively.
94
Doing so will help you process documents in the most efficient
way. For example, are you right- or left-handed? Do you have
a tendency to turn one way or the other to accomplish your
work? Place your telephone, computer, keyboard, mouse, files,
and phone in the places that feel most natural when you reach
for them. This way, you wont have to spend extra time and
motion getting to them.
For example, if youre right-handed, you should place your
phone to your left, so your right hand is free to take notes.
Center your computer monitor directly in front of you so that
you dont have to turn your head. There are a number of
ergonomic aids you can use to make your work space more
comfortable and less stressful. Special chairs can lessen the
stress on your back and shoulders, and certain computer
keyboards are designed to help lessen the strain on your wrists.
The space in front of you on your desk should be kept as
clear as possible. Many of the documents youll work with
will be on a computer rather than in actual file folders, but
you may need to designate an area for a file rack. If you need
extra room, consider an extension.
Frequently used items such as pencils, pens, stapler, and
paper clips should be placed at the far edge of your desk
from where you sit. Store all items that you use less often,
such as supplies, in your desk or credenza. Minimize the
number of decorative and personal objects that you keep on
your desk.
Sorting and Handling Paper
Although much of what you deal with in the office will be elec-
tronic, youll still have a fair amount of paper flowing into your
office on a daily basis. There isnt room to keep every sheet of
paper, so you have to determine whats most valuable and
what type of action it requires from you.
One source of paper is the daily mail. Organizing it is easier if
you sort and place it in three piles:
1. CriticalRequires action, has a deadline
2. MediumImportant but not time-critical
95
3. LowEliminated or postponed
The low pile would include magazines, journals, advertise-
ments, and so on. Next, discard all junk mail. Look at each
piece of mail and decide its worth. Ask yourself what would
happen if you threw it away. Do copies of it exist elsewhere?
If you can answer nothing and yes to these questions, youre
probably safe in discarding it.
Sometimes youll want to save materials for a few days only,
such as regularly updated sales reports and personnel infor-
mation. You might want to assign a special place to keep
these temporary papers until the next update comes out.
Along with your incoming mail box, you should also have an
outgoing mail box, so you can drop these pieces of paper in it
that need to be delivered to others with a note from you. Or,
you might develop file folders for people with whom you deal
on a regular basis, such as an assistant, your boss, others in
your department, and others in the company. Drop items for
them into their folders in your outgoing mail box. You might
also create folders for regular meetings you have, and place
all pieces of paper that deal with these in the appropriate
folders. You can keep these in your desk or in the front of
your file drawer. Then you can pull them out at a later date
and create an agenda for any meetings in which you might be
involved based on items in the folders.
Sometimes, you wont know what to do with a piece of paper.
If this happens, you should place the paper into a special file
folder. This is your problem or pending file. Youll proba-
bly have to ask your supervisor how to handle anything in this
file.
You should also have a folder named To Be Filed. Remember,
youll place files that will be filed as part of the company files
in your outbox. This To Be Filed file is for papers you wish
to remain in your office. At the top of each piece of paper, mark
the words under which the document is to be filed. You might
also write how long you think this document will have to be
retained, so that you can easily go through your files at a
later date and throw away outdated materials.
96
You shouldnt waste your time filing each piece of paper dur-
ing the day as you decide it needs to be kept. Keep all new
papers for your files in a separate folder, and do your filing
once, or at the most twice, each day. Some individuals wait
and do their filing once at the end of the week.
A number of these files and their associated papers may exist
electronically in your word processing system. Remember to
keep a close eye on whats there and to continue putting doc-
uments where they belong when youre finished with them.
Managing Your Projects
Keeping close track of all the projects you have is also essen-
tial. This will involve managing the associated phone calls,
papers, electronic files, and email messages that relate to
each project on which youre working.
Ongoing projects can be hard to manage. For each project over
time, a number of deadlines must be met, calls must be placed,
email sent, and so on. You must be able to control your long-
term projects through various stages. Otherwise, negative
consequences can occur, from losing credibility to losing your
job. You cant rely on your memory to make sure that every-
thing that needs to be done gets done.
You could use a datebook or an online calendaring system to
follow up on projects. Many word processing systems offer a
built-in calendar system, or you can purchase software that
specializes in it.
Projects with several steps can be recorded in your datebook
or computer. Sometimes these projects require multiple indi-
viduals to complete them. Thus, you can record the names of
individuals youll follow up with to ensure specific deadlines
are reached. You might write assignments for a particular
project in a certain color or use a different colored font for
each person.
97
Planning Your Time
With the given amount of work you have, you must schedule
effectively to meet deadlines. Planning is a very complex pro-
cess; it allows you to identify where you are at a given time and
where you want to be at some future time. When planning, you
also identify the resources youll need to get you from the pres-
ent to some goal in the future. Planning allows you to work
on and complete a project on schedule as well as estimate
the costs involved.
Planning may be both short and long term. Short-term projects
generally include what youll accomplish on a daily or weekly
basis. Long-term projects extend beyond one weekpossibly
as many as three months into the future. Youll need some
planning aides to help you accomplish what you need to do
in both the short and long term.
Long-Term Planning Aids
You must use planning aids to manage your time effectively.
Regardless of which aid you use, dont defeat the purpose of
these time-saving tools by spending a great deal of time try-
ing to draw and update them.
Master list. The master list is a long list that you maintain
either in a notebook or on your computer. On this list, you
write down what needs to be done when youre made aware
of it. This way, you get a big picture of all the activities and
tasks that must be done. Your purpose isnt to put this list in
any kind of priority order or to categorize information. Also, the
master list isnt a daily list, so there are no restrictions in terms
of the activities you can place on it. Its simply a comprehen-
sive reminder of what you must do.
From the master list, you transfer activities to your workload
for the day, the next day, the next week, and the next month.
Psychologically, the master list shows you that theres an end
to your tasksat least until you add more items the next day!
The master list becomes a storage facility for all your ideas
until you can distribute them to your daily, weekly, and
monthly planners, or until you can delegate them to other
staff members.
98
Milestone chart. The milestone chart graphically displays
the relationship of the steps in a project (Figure 37). First,
you list all the steps required to finish the project and esti-
mate the time required for each one. The steps are listed
down the left side of the chart, with dates shown along the
top. A line is drawn across the chart for each step, starting
at the planned beginning date and ending on the completion
date of that step. Once you complete the milestone chart, you
can see the flow of the action steps and their sequence. Several
steps can overlap and be in progress at the same time. As the
project progresses, you can chart its progress by drawing lines
in another color beneath the original target lines. These new
lines will indicate the actual as opposed to targeted dates
of completion for each step in the project.
PERT chart. PERT stands for Program Evaluation and Review
Technique. The technique offers a more sophisticated way of
depicting the various steps in a project (Figure 38). These
events (AK) correspond with the steps listed in Figure 37.
To formulate a PERT chart, you list the steps required to
finish a project and estimate the time required to complete
each step. Then, you draw a network of relationships among
FIGURE 38A
Chart
FIGURE 37A Milestone Chart
99
the steps. The number of the step is shown in a circle, and the
time to complete the step is shown on the line leading to the
next circle. Steps that must be completed in order are shown
on one path to clarify proper sequencing. Steps that can be
underway at the same time are shown on different paths.
A PERT chart shows the relationship among various steps
in a project and is an easy way to calculate whats called
the critical path. The critical path is the longest time path
through the network of steps. It identifies essential steps that
must be completed on time so as not to delay completion of
the total project.
You can color each step with a different color marker as
its completed. Actual times can be written above estimated
times, so you can readily see the estimated versus actual
times of completion for various steps. You then have an idea
of which steps might require more or less planning time in
future projects.
Action planning worksheet. These worksheets can vary in
complexity. The simpler worksheets show only those steps
required to complete a project. Additional information such as
beginning dates, targeted completion dates, cost estimates,
and whos responsible can be added to the basic worksheet
(Figure 39).
A PERT
100
Short-Term Planning Aids
Action steps in long-term plans must be integrated and prior-
itized with other demands. These steps become part of your
short-term plans. Short-term plans are scheduled on a daily
and weekly basis.
Weekly plans. A weekly plan describes what you want to get
done by the end of the week and the activities required to
ensure that happens. Weekly plans can be developed on
Friday for the following week, over the weekend, or on
Monday morning.
Weekly worksheets can be simple or complex depending on
your preference. Figure 40 shows a sample of a weekly plan
sheet.
ACTION PLANNING WORKSHEET
My Project Objective: To produce a report that provides my opinion of whether the company
should modify Product X.
Action taken
Estimated days
to complete
Date of
completion
Person responsible
Gather data 20 days August 3 Myself and assistant
Interpret data 2 days August 5 Myself
Write introduction
1
/
2
day August 6 Myself
Write procedures
1
/
2
day August 6 Myself
Write results 2 days August 8 Myself and assistant
Write conclusions and
recommendations
1
/
2
day August 9 Myself and assistant
Prepare PowerPoint
presentation
2 days August 13 Assistant
Proofread report
1
/
2
day August 14 Myself
Finalize report
1
/
2
day August 14 Myself and assistant
FIGURE 39An Action Planning Worksheet
101
PLANNING WORKSHEET FOR THE WEEK OF _______
My objectives for the week:
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
Specified activities Type of priority Estimated time to Day project is to
to be completed (A, B, or C) complete project be completed
_______________ _______________ _______________ _______________
_______________ _______________ _______________ _______________
_______________ _______________ _______________ _______________
_______________ _______________ _______________ _______________
_______________ _______________ _______________ _______________
_______________ _______________ _______________ _______________
_______________ _______________ _______________ _______________
_______________ _______________ _______________ _______________
_______________ _______________ _______________ _______________
_______________ _______________ _______________ _______________
_______________ _______________ _______________ _______________
_______________ _______________ _______________ _______________
_______________ _______________ _______________ _______________
FIGURE 40A Sample Weekly Plan
102
After you fill out the weekly plan sheet, you should retain it
for frequent referral during the week. You might also wish to
save it in a file for future reference. Daily activities recorded
on this planning sheet are transferred to your daily calendar
and take place according to an assigned priority.
Daily plans. If you use your calendar as discussed previously,
many of your activities will already be recorded for you to com-
plete. The items on your calendar would then become your
list of things to do for the day (Figure 41).
A daily prioritized list is the best way to focus your attention
on your most important goals. Work from the top of your list.
If unexpected demands come up, assess their priority and
handle them accordingly. Dont use something unexpected
as an excuse to distract you. At the end of each day, review
what was accomplished and carry forward any items on your
list that need completion. Reprioritize these with tomorrows
new items. A format for your list isnt important; any format
thats comfortable will work.
Use the To Do list to plan your daily schedule. The list should
reflect your meetings and appointments, plus time to accom-
plish other priority items. The To Do list should include
sections for both scheduled and unscheduled activities.
Scheduled activities include meetings and appointments.
Unscheduled activities might include paperwork and plan-
ning time. These are activities you want to complete during
the day but dont have a specific time during the day when
they must occur. If you set time aside for both types of tasks,
youre more likely to do them.
Planners
Many people prefer online planners over printed ones. However,
if you like the printed kind or its what your company wants
you to use, they can be found in many office supply stores.
The planner combines both long- and short-range planning.
For long-range planning, you can see major events of the year
and/or each month of the year. For short-range planning, you
have planning pages that present either the entire week or
separate pages for each day. A good planner should offer
enough writing space. Some planners have dates printed; for
others, you have to write in the dates. (If the planner comes
103
DAILY TO DO LIST Date: _______
Activities to be Task has been Appointment Time Appointment
completed today completed (X)
_______________ _______________ _______________ _______________
_______________ _______________ _______________ _______________
_______________ _______________ _______________ _______________
_______________ _______________ _______________ _______________
_______________ _______________ _______________ _______________
_______________ _______________ _______________ _______________
_______________ _______________ _______________ _______________
_______________ _______________ _______________ _______________
_______________ _______________ _______________ _______________
_______________ _______________ _______________ _______________
Telephone calls to make ______________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
People I must see __________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
FIGURE 41Sample of Daily Plan
with a telephone directory, try to locate one
with sections for each letter of the alphabet
rather than two letters combined.) Consider
the size of your planner when you purchase
one. You want it small enough to easily
carry, and not so large that you have diffi-
culty carrying it with other standard-size
papers.
Organizers
An organizer, like a planner, can be created
online or in print form. Its considered a more
sophisticated planning device. Printed organizers are contained
in plush binders and help professional people manage both
time and information (Figure 42). Microsoft Outlook has a
calendar planner included with it (Figure 43).
FIGURE 43Computer Organizer
FIGURE 42Printed Organizers
104
105
Organizers incorporate a vari-ety of planning tools, such as
Calendars
Daily To Do sheets
Weekly, monthly, and yearly projections
Master lists
Schedules for special projects and activities
Phone directory
Sections for readily accessible information frequently
referred to
Record-keeping tools
Special compartments for credit cards and cash
Pen and pencil holders
Combination calculator and ruler
A variety of styles and sizes adapt to many different professional
needs. Some are small enough to fit in a pocket or purse; others
fit in a briefcase or are self-contained mini-briefcases that can
be carried on your shoulder with a strap. Of course, online
planners and organizers take up no room at all except on
your hard drive.
When you meet goals, youre establishing and meeting short-
term commitments. When you establish and meet objectives,
youre meeting more long-term commitments. For example,
your objective might be to produce a report starting on Monday
and completing it by Friday of the same week. However, youll
tackle certain portions of the task each day to have the report
finished by the deadline. To illustrate: Mondays goal might
be to write the introduction. Then on Tuesday, your goal is
gathering data for the report body. On Wednesday, your goal
is to write the results and interpretation portion of the report.
On Thursday, you write the conclusions and recommendations.
On Friday, you would have the report typed and distributed.
By completing a series of small steps or goals, you would have
met your objective for the week.
106
You must set concrete goals and objectives and establish target
dates for specified portions of a project to be completed. You
need to constantly monitor the attainment of your specified
goals and objectives to make sure youll meet your deadlines.
Analyzing Your Time
If you dont carefully plan and use time wisely at work, you
probably wont accomplish the goals and objectives that oth-
ers expect you to. The key to making sure it all gets done is
carefully planning your time. How much of your time each
day do you have total control over? Chances are very little if
any. Something or someone is always going to change your
plans for the day. However, we all have some control over our
time. Youve already learned how to control some of your time
by selecting and prioritizing tasks and activities. However,
often youre asked to complete different jobs throughout the
course of a day, and people make unexpected demands on
you. By the end of the day, you may find yourself frustrated
and wondering where your time went.
To figure out where that time goes, keep a detailed log of what
you do each day. You could select a typical work week. Record
activities at least every half hour, and maybe even every 15
minutes to provide an accurate picture of where your time is
being spent. Be specific. It wont take long before you spot
what activities are eating up your time. Things youll record
include the names of people you met with, what you dis-
cussed, phone calls you participated in, and the nature of
time you spent online (including websites you went to and so
on).
For each activity, briefly note whether it took more or less time
than you thought. At the end of a given day, add up the amount
of time spent in certain major activities and scrutinize each
one. Ask yourself
Are you constantly performing activities that arent
necessary?
Are you engaging in activities that arent useful?
Are you performing tasks that could be performed better
by someone else?
107
Is there a more efficient way to perform the activities that
you must perform?
If these are routine activities, is there a way to use
technology to streamline the time you spend on them?
What are your time wasters and sources of interruptions?
What can you do to eliminate or minimize these?
By creating your time log and analyzing the results, you
could save many minutes and even hours of valuable work
time for yourself.
Setting Priorities
In the same way that you learned about setting priorities for
sorting the mail, you can use the same method for determin-
ing the priority of certain activities youll complete each day
(Figure 44). First, list all the activities you would like to com-
plete or that you think need to be completed for the day. This
becomes your To Do list for the day.
Then sort the activities into three categories. The important or
urgent activities to be completed would be the A activitiesthe
activities that must be completed today. B activities should be
completed today, but its not urgent that they be completed.
And C activities would be those that may be completed if you
still have time after completing everything else.
Activities are readily identifiable each day because theyre
urgent and often evolve with little notice, as a result of someone
else or a crisis situation that might be occurring. B activities
must be planned for each day. Take your list of B activities
and rank them in order of importance from 1 to 10, with 1
being least important and 10 being most important. For exam-
ple, lets say you have 10 B activities to complete for a given
week. You could start to add two of them to your To Do list
each day during that week.
108
Planning in Advance
When planning your time, dont wait to complete a task until
the last minute before its due to be done. If you work in this
manner, you might find that unforeseen circumstances will
prevent you from meeting your deadlines. Dont wait until the
night or even the week before if you dont have to. On some
days, your To Do list wont be so full, and not so many
demands will be placed on your time.
Instead of taking a half-day off from work or wasting your time,
you might look further into the future and see what projects
and deadlines are coming down the road. These assignments
could be due the next day, at the end of the week, or at the
end of the month. Theres no reason why you cant get a head
start on some projects so that youre completing some or all
of your tasks in advance. Its a good feeling to have tasks
MY PRIORITIES FOR THE WEEK OF _______
Priority AMust complete these tasks
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
Priority BShould complete these tasks
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
Priority CMay complete these tasks
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
FIGURE 44One Way to Prioritize Your Activities
109
completed before theyre due, and less pressure will be placed
on you as a result. If you finish a task early, you dont have
to worry about deadlines.
Recognizing Time Wasters
In the previous sections, you learned how to manage and plan
your time wisely. However, if you dont want to defeat your
efforts, you must be aware of factors that can reduce the
amount of time you have available. Be aware of the factors
that eat up your schedule, and then strive to either eliminate
or minimize them.
Keeping a log of your activities will help you to pinpoint time
wasters. Consider the people who stop by your work area and
those you talk to on the phone. How many of these exchanges
arent work-related?
In todays busy office, it simply isnt possible to block out a
whole day or even a morning or afternoon as quiet time to
accomplish your work. You must continuously answer the
telephone, reply to emails, and discuss matters with super-
visors, coworkers, customers, and clients. You must attend
meetings and deal with situations that arise on a daily basis,
in which people have to see you immediately. However, there
are times you can ask others not to disturb you in person or
by phone. These periods of time might involve an hour in the
morning or an hour in the afternoon.
Dealing with Procrastination
Procrastination is a big time waster. Many individuals tend to
put off tasks that are boring, difficult, or unpleasant. In these
cases, you need to follow the planning guidelines discussed ear-
lier, set deadlines, and stick with meeting them. You can also
reward yourself in some way when you complete a particularly
unpleasant task.
When people find that youre competent and complete your
assignments on time and in a professional manner, theyll
ask you to complete other assignments. Sometimes, youll
have to work on these tasks. But in certain cases, you have
the option of saying no. If you try to tackle too many assign-
110
ments, you may end up completing none of them well. Its better
to take on the ones you can comfortably handle and do a good
job with them. You can politely turn down voluntary tasks by
stating, I know you have confidence in me, but I really dont
feel that, with the other assignments I have right now, I could
do my best work on this. You could also say, I really cant
take on any more work right now, but have you asked (name
of colleague)? or, I could take that assignment, but I wouldnt
be able to complete it until I got X and Y done.
The Telephone as a Time Waster
The telephone is a major source of interruptions. If your com-
pany has voice mail, you can allow your phone to take
messages while you work. However, you should check any
new messages immediately after your quiet time in the event
that one of them is important. Many individuals reserve a time
early in the morning to place and return phone calls before
the office gets too busy. Some wait until late afternoon, after
theyve accomplished other tasks. Calling people first thing in
the morning, late in the afternoon, and right before or after
lunch is effective because people tend to be in their offices at
these times.
You might consider arranging an exchange with a colleague,
taking each others calls during designated periods. Individuals
in your department could be assigned to handle specific and
routine calls of various kinds. Calls would be referred to you or
others only if those persons determined the call wasnt routine.
When you place telephone calls to others, you should be organ-
ized so that you stay on track. Make an outline of the points
you want to cover, and make sure you have all the necessary
materials youll need. Keep unrelated personal conversation to
a minimum. Specify when you call that you only have a set
amount of time to talk. When individuals call you, say, I only
have a couple of minutes right now. In cases where people
become long-winded and you know a lot of your time will be
wasted, correspond via email instead.
111
People Who Drop In
Visitors will come to your office for multiple reasons. Some
will be there to talk business, while others will wish to be
social. Both purposes are necessary to keep the companys
business going and create a degree of harmony among workers.
However, the kind of visitor you want to discourage is one
that appears with no apparent reason and tends to waste a
great deal of your time.
If you have a door to your work area, keep it closed during your
quiet times. If you want to ensure that you arent giving the
impression that youre hiding, post times on your door when
you dont wish to be disturbed. If your work area has no door,
post the sign on the entrance to your cubicle. Often you can
move to another area, such as a conference room if its not
being used, but make sure someone knows where you are in
the event you must be contacted.
For scheduled visitors, avoid spreading appointments out
over the entire day. Establish a block of time in either the
morning or afternoon when youll receive business visitors.
When you arrange an appointment, discuss how much time
is necessary for a face-to- face meeting and mark this on your
appointment calendar. When the person arrives, stick to that
time commitment.
If someone pops into your office and asks to discuss some-
thing thats unscheduled, do so if you have the time. If you
dont, however, suggest an alternative. You could say, I cant
right now, but maybe later this afternoon? or, I really cant
today, but how about first thing tomorrow morning?
In some cases, its better to meet in someone elses office
than your own. When youre in someones office, its much
easier for you to excuse yourself than it is for you to tactfully
let someone know you want him or her to leave your office.
112
Controlling Time during Meetings
Have you ever attended a meeting and later walked away won-
dering what you had learned from it? Meetings can be huge
time wasters. To make sure you have a productive meeting,
there should be an action agenda (Figure 45). This agenda
should be distributed at least two days in advance and specify
The meetings purpose
Topics to be discussed (and the order in which theyll
be discussed)
Questions that need to be answered, if any
The meetings participants
A time frame for the meeting
Materials needed in preparation
AGENDA
PURPOSE Update on Marketing Plan
LOCATION Third-Floor Conference Room
DATE July 18, 20
TIME 2:304:30 P.M.
PARTICIPANTS
Jack Allison, Pat Zander, Ginger Brown, Steve Peterson,
Roger Murphy
ITEMS TO BRING May Marketing Plan Update; Excel Spreadsheets
TOPICS TIME PERSONS RESPONSIBLE
1. Check-In 5 minutes Everyone
2. Review of May Plan 15 minutes Pat
3. June Results 15 minutes Jack
4. New Advertising Campaign 25 minutes Ginger
5. Revise Marketing Plan 50 minutes Jack
6. Forward Actions 10 minutes Jack
FIGURE 45A Sample Action Agenda
113
After the meeting, a summary of actions taken at the meet-
ing and responsibilities assigned to individuals should be
distributed. This will help to ensure that people complete
their assignments before the next meeting. The fact that
someones name is on a distribution list with an assigned
task will motivate that person to follow through, since his
or her colleagues now know whos responsible.
If youre the leader of a meeting, you might begin by clarify-
ing business from the previous meeting and checking on the
status or results of previously assigned projects. Next, move
forward with the days agenda. About five minutes before
the designated time for the meeting to end, allow time to
restate decisions that were made, and review future assign-
ments and deadlines. You can record your own and others
assignments on your master list and follow up on them by
noting the assignments on your calendar.
Using the Computer to
Manage Your Time
In many companies, the computers are hooked up to a common
file server that allows individuals to exchange documents and
share printers. Networks are very efficient because they allow
many people in a project group to view, edit, and refer shared
work in progress at the same time. This is a real time saver:
Workers can place a document on the network instead of rout-
ing it by regular mail, getting colleagues input, and waiting for
the document to be mailed back.
Email is clearly a time-saver. The same message can be
sent simultaneously to several individuals. If a response is
desired, the return receipt function indicates the date by
which a response is needed. Once you have confirmation that
the email has been delivered, you can either delete the mes-
sage, move it to your calendar on the day you specified for a
response, or store the message in your email server.
Most email systems allow you to set up individual file folders
with the names of the people or projects youll be most often
associated with. You can store both incoming and outgoing
messages in these folders. Thus, you can easily keep track of
email communication that relate to certain projects on which
youre working.
114
Youll be keeping many documents on your computer, and
each one will be saved with a file name. As you open docu-
ments, youll see a file list containing the name of every file
youve saved in alphabetic order. You should always keep
this file list current. Regularly delete any part of the days
production that doesnt need to be retained, especially if you
print a hard copy of it.
On your computer, you can create a master list of all tasks that
you need to complete. You can use your computer to pull
out the daily and weekly lists that youll need. You can also
use your computers editing features to rearrange items in
priority order.
The advantage of using your computer to prepare your master
list is that you can move items around and sort and retrieve
them in a variety of ways. In similar ways, you can manage
your daily and weekly planning lists.
Managing Meetings with the Computer
An employee with access to a portable computer can take notes
at a meeting. The notes could be refined and then emailed.
Electronic Phone Books and Phone Dialers
As you learned earlier, software can be installed on your com-
puter that allows you to record the names and addresses of
people and phone numbers you commonly call. The computer
can automatically dial these numbers for you, which is a real
time-saver.
115
Self-Check 6
1. List three types of long-term planning aids.
__________________________________________________________
__________________________________________________________
__________________________________________________________
2. List two types of short-term planning aids.
__________________________________________________________
__________________________________________________________
3. What are your four options for dealing with paper that arrives on your desk?
__________________________________________________________
__________________________________________________________
__________________________________________________________
__________________________________________________________
4. Explain the difference between a planner and an organizer.
__________________________________________________________
__________________________________________________________
__________________________________________________________
5. What kind of information does one normally record on a master list?
__________________________________________________________
__________________________________________________________
6. Identify two ways in which the computer can be used to manage your time.
__________________________________________________________
SUMMARY
Congratulations! That was a lot of material to cover. Youve
learned the essential traits of an office professional as well as
how to handle telephones, fax machines, and scanners. In
addition, youve learned aspects of dealing with regular mail,
working with emails, and managing your time.
Planning is the key to making it through a busy day. After
reading this study unit, you now know how to prioritize your
work and how to use planners and organizers to make certain
you follow up on projects youve started. Keep this study unit
and refer to it whenever youre unsure about something.
Remember that learning is a lifelong process.
Self-Check Answers
116
Self-Check 1
1. False
2. True
3. False
4. False
5. False
6. True
7. Antonio could arrive at the office each morning earlier
than his boss so he has time to get himself organized.
Or, he could stay a few minutes later each evening to
prioritize his work for the next day. If the situation is
really making him unhappy, he could discuss it with
his supervisor.
8. Possible answers: Professionals conduct themselves in
an appropriate manner by displaying integrity, loyalty,
efficiency, punctuality, and dependability. Professionals
also display initiative.
Self-Check 2
1. Direct Mail Services, this is Miss Keene, or, Good
afternoon, Direct Mail Services.
2. Try to get back to the caller and explain the delay, or
take down the callers information and return the call
when you have the information they requested.
3. Europe
4. waiting
5. Area codes
6. key
7. automated answering
8. Possible answers: Voice mail can be used to greet people,
receive messages, send messages, and transfer and for-
ward messages. In addition, most voice mail offers call
waiting and remote access.
Self-Check Answers
117
A
n
s
w
e
r
s
A
n
s
w
e
r
s
Self-Check 3
1. phone lines
2. copier
3. graphics
4. handheld
5. Its fast, allows both parties to have a hard copy, can
send text, and is inexpensive.
Self-Check 4
1. True
2. False
3. True
4. True
5. True
6. True
7. True
8. True
9. False
10. False
Self-Check 5
1. True
2. False
3. True
4. True
5. True
6. False
7. False
8. electronic mail
Self-Check Answers
118
9. Possible answers: You can use email at home or in the
office; email allows you to forego some of the cumbersome
steps associated with written communication; feedback
is obtained more quickly; since email is basically infor-
mal, people are more likely to send it to others in the
company; email eliminates telephone tag.
Self-Check 6
1. Possible answers: master list, milestone chart, PERT
chart, action planning worksheet
2. Weekly plans, daily plans
3. a. Give the paper to someone else.
b. Discard the paper.
c. Take some action with regard to the paper.
d. File the paper.
4. An organizer is more plush and more expensive than
a planner. It has more detailed schedules for projects,
more record-keeping tools, and special compartments for
credit cards, a calculator, rulers, a pen and pencil, and
even cash.
5. A person would record on the master list everything
that must be done as he or she becomes aware of
responsibilities.
6. Possible answers: Computer networks allow for faster
distribution and sharing of files; email can be sent to
several individuals at the same time and is quicker than
regular mail; computers enable you to construct electronic
master lists of tasks; meeting notes can be taken and
stored in a computer for future emailing; and electronic
phone books and phone dialers are also available via
specific computer software.
Self-Check Answers
119
Self-Check Answers
120

Administrative Office Procedures

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Administrative Office Procedures

Uploaded by

Copyright:

Available Formats

Study Unit

You might also like