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INTRODUCTION
In this unit you will find out about the following things:
CELLULAR OFFICES ADVANTAGES AND DISADVANTAGES OF CELLULAR OFFICES © OPEN PLAN OFFICES ADVANTAGES AND DISADVANTAGES OF OPEN PLAN OFFICES © CHOOSING AN OFFICE TYPE OFFICE FURNITURE WORKING PRACTICES FIXED HOURS FLEXITIME JOB SHARING HOMEWORKING TELEWORKING HOT DESKS TOUCHDOWN AREAS IMPORTANCE OF OFFICE LAYOUT CHANGES TO OFFICE LAYOUT ©
© - Credit Level Material
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OFFICE LAYOUTS An office is the working area for the staff of a department. There are 2 main office layouts that are used – CELLULAR and OPEN PLAN.
CELLULAR (or INDIVIDUAL) OFFICES
A CELLULAR OFFICE LAYOUT consists of separate rooms where an employee works on their own or with only a few other employees (usually from the same department). This layout is seen to be the TRADITIONAL (old) style of office layout.
An example of a cellular office can be seen below.
ADVANTAGES of CELLULAR offices
DISADVANTAGES of CELLULAR offices
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Easy to get privacy when needed. Staff can organise equipment to best suit their work and so more work can be done.
Difficult for managers to supervise staff. Communications can be less efficient due to difficulties in getting staff together. Time can be wasted passing info and work from room to room. Employees may feel isolated (alone) and so may be less motivated. Layout costs a lot to equip and maintain.
Staff are unlikely to be distracted by passers-by and so more work can be done.
Lockable rooms mean better security.
Noisy equipment can be kept separate from working areas to prevent distraction.
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OPEN-PLAN (or FLEXIBLE) LAYOUT
An OPEN PLAN OFFICE LAYOUT consists of ONE large area where ALL employees work together. Within this one area, SCREENS and DIVIDERS are often used to separate off sections of the area for each department. This layout is the MODERN office layout.
An example of an open plan office can be seen below.
ADVANTAGES of OPEN-PLAN layout
DISADVANTAGES of OPEN-PLAN layout
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Managers can supervise staff more easily.
Difficult to get privacy when needed (although a separate room can be
Communications will be more efficient due to ease of getting all staff together.
created).
Staff may be distracted by others around them and so less work can be done. Staff may be to be distracted by noise and so less work can be done (although noisy equipment can be put
Time will not be wasted passing on info and work because everyone is nearby.
Employees will feel part of the “team” and so may be more motivated.
in a separate area).
More chance of theft (although a
Equipment can be cheaply shared.
cloakroom, lockers and lockable drawers can be used).
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WHICH FACTORS SHOULD BE CONSIDERED WHEN DECIDING ON WHICH OFFICE LAYOUT TO USE? Today many businesses are using OPEN PLAN layouts. However, management must consider the following factors when deciding which layout will be best for them.
BUSINESS SIZE (eg, multiple open plan may better suit larger businesses); CHANCE OF CHANGE IN SIZE (eg open plan can expand and contract easily); AMOUNT OF SENSITIVE WORK DONE (eg cellular suits private/sensitive work); AMOUNT OF GROUPWORK DONE (eg open plan suits groupwork); SPACE AVAILABLE (eg open plan requires large open areas); FINANCE AVAILABLE (eg cellular offices may require lots of expensive equipment).
BESIDES LAYOUT, WHAT ELSE SHOULD MANAGERS BE CONCERNED ABOUT IN THE DESIGN OF THE OFFICE? As well as overall office layout, managers should also be concerned with the following. OFFICE ERGONOMICS Office ergonomics is the study of how the working environment affects the work of the employee. Office ergonomics looks at how the working environment affects the work of employees. Having a nice environment should:
Improve staff morale, if staff are happy they will work harder Increase the amount of work completed by employees Reduce stress and illness, therefore no time is wasted Reduce accidents
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FURNITURE An organisation should choose an appropriate layout and then also consider the type of furniture required, where to position this furniture and how to organise the workstations
DESKS Size and shape should suit the work/activity to be carried out (lockable) drawers should be provided for storage of (personal belongings)
STORAGE Should restrict unauthorised access – lockable filing cabinets Should prevent damage from fire/flood – metal cabinets
CHAIRS Should be adjustable to suit individual employee (to prevent health problems) Should meet necessary health and safety requirements (see page 26-27)
WORKSTATIONS Are usually L-shaped to allow the employee to carry out computer work on one part of the desk and do paperwork on the other
The layout of workstations: Cable management system should be in use Should provide storage – drawers Should have access to telephone lines and electrical sockets Should have all materials for working close to hand Should be organised and tidy
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HOW IS THE WORK OF OFFICE STAFF ORGANISED? Today, there are many different WORKING PRACTICES (ie ways to organise work) used for staff in offices. The main ones are shown below. Method of Work FIXED HOURS (“9 to 5”) FLEXITIME Features Staff work fixed hours and fixed days. Little flexibility. Staff can vary when some hours will be worked. Staff must still be available at “core” (busy) times. Staff must still work a certain number of hours. The flexible hours mean staff do not need to miss work for appointments (eg dentists) or if they are late (eg traffic), and so more work should be done. JOB SHARING Employees share a full time job between them. Each employee is paid a share of the full salary (pro rata). One worker can easily cover for the other, eg holidays. HOMEWORKING Employees carry out work at home (perhaps by teleworking). Suits computer work and individual work. Does not suit work that requires face-to-face contact. Advantages and disadvantages similar to teleworking.
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HOW HAVE DEVELOPMENTS IN INFORMATION TECHNOLOGY AFFECTED THE WAY OFFICE STAFF COMPLETE THEIR WORK? In the past, almost all employees have completed their work in the office while working at their own desk. Today, advances in ICT have meant that the way some employees complete their work is changing. Some of these changes can be seen below. 1 TELEWORKING Teleworking refers to staff completing their work somewhere other than the business (eg at home (Homeworking), when travelling, at another business, etc) through the use of the following pieces of ICT.
ICT COMPUTERS
Description
Computers (desktop WORKSTATIONS and portable LAPTOPS) can be used to complete work and stay in touch through the SOFTWARE, E MAIL and THE INTERNET.
MOBILE COMMUNICATION S
MOBILE PHONES can be used for instant 2 way communication, and many also have VOICEMAIL to record messages for when the user is unavailable. PAGERS allow one way method communication through receiving text messages
FAX
FAX MACHINES send any message that can be put on paper (eg typing, writing, pictures, etc) to another fax machine through the telephone lines.
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VIDEOCONFERENCE
VIDEOCONFERENCE allows 2 way communication using pictures and sound to show the people involved what is being done and said by others. Today, many businesses are using VIDEOCONFERENCING as it has become very cheap and easy to carry out over the internet using a web camera and microphone.
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ADVANTAGES of TELEWORKING include the following.
Less space at work is required and this saves the employer money. Teleworkers waste less time travelling or make better use of travelling time. Teleworking may suit a worker who would otherwise leave (eg new parent). May benefit workers who would usually have trouble getting to office (eg disabled).
The responsibility of organising their own time may motivate teleworkers. The flexible hours used will allow teleworkers to maximise their output.
DISADVANTAGES of TELEWORKING include the following.
ICT equipment for teleworkers can be expensive to buy and maintain. Teleworkers will miss out on the social aspect of being at work. Teleworkers may not be available at short notice for meeting, etc. Teleworkers may be harder for managers to control as they do not see them often. Therefore managers must rely on „Trust‟.
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HOTDESKING Hot desks are work areas that can be used for a short period of time by someone to complete a piece of work. Therefore, hot desks are different from traditional workstations, because workstations are for full-time use by one member of staff only. Hot desks tend to have a standard layout – a large work area with computer, a chair and a phone – to make sure they can be used for most types of work. Some hot desks also have a CARREL (a small booth around the hot desk) to provide peace and privacy. Hot desks are usually used by people who do not need a workstation to themselves all of the time, eg part-time staff, job sharing staff and visitors. To make sure that these people can access a hot desk when they need it, hot desks are often booked in advance. Hot desks are becoming more and more common (especially in open plan offices) due to the following benefits from their use.
Less space for workstations saves the employer money. Less equipment required saves the employer money. Maximises use of expensive ICT equipment. Provides flexibility in the office.
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TOUCHDOWN AREAS Touchdown areas are similar to hot desks, but are intended to only be used for very short periods of time (eg to send an email) and so are not usually bookable.
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CARREL This is a small booth where an employee works on her/his own. This desk is like a booth in a library.
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WHY ARE OFFICE LAYOUT AND WORKING PRACTICES IMPORTANT ANYWAY? Careful selection of the correct office layout and working practices is important as this will bring the following benefits.
IMPROVE WORKERS MORALE AND COMMITMENT; IMPROVE WORKRATE AND EFFICIENCY; REDUCE ACCIDENTS AND INJURIES; REDUCE STRESS; REDUCE ABSENCES; REDUCE THE COSTS OF ABSENCE COVER STAFF.
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CHANGES TO THE OFFICE LAYOUT OR WORKING PRACTICES Like the overall structure of business, office layouts and working practices are likely to change over time. An example of this fact can be seen in the move from cellular offices to open plan. Reasons for such changes include the following.
Need to alter the office to accommodate changes in staffing, furniture or equipment.
Need to alter the office to accommodate new practices (eg hot desks). Need to alter the office to accommodate Health and Safety laws. Need to alter the office to increase efficiency. Need to alter the office to increase security or privacy.
However, to make sure that any necessary changes will be beneficial for the business, managers should consider the following points before deciding what to do. 1 HEALTH AND SAFETY 2
Changes must follow Health and Safety Laws. Changes should improve overall Health and Safety.
COST
Benefits of new EQUIPMENT, BUILDINGS or STAFFING must outweigh costs. Finance must be available for proposed changes.
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STAFF WELFARE
Staff should be happy with the changes to make sure they work well with them.
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MANAGING CHANGE
Staff should be consulted to make sure they are happy and work with the changes.
Changes should be planned and carefully put in place to prevent costly mistakes.
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Necessary training for staff should be provided (eg ICT training for teleworking).
Changes should be monitored to ensure they are positive and staff are happy.
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INTRODUCTION
In this unit you will find out about the following things:
WHAT HEALTH AND SAFETY IS ALL ABOUT COMMON INJURIES IN THE OFFICE HEALTH AND SAFETY AT WORK ACT (1974) HASAW EMPLOYERS DUTIES HASAW EMPLOYEES DUTIES OFFICE, SHOPS AND RAILWAY PREMISES ACT (1963) OFFICE, SHOPS AND RAILWAY PREMISES EMPLOYERS DUTIES DISPLAY SCREEN REGULATIONS (1992) DISPLAY SCREEN EMPLOYERS DUTIES FIRST AID REGULATIONS (1981) FIRST AID EMPLOYERS DUTIES RIDDOR (1995) RIDDOR EMPLOYERS DUTIES GOOD WORKING PRACTICES EMERGENCY PROCEDURES INDUCTION TRAINING REPORTING FAULTY EQUIPMENT
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WHAT IS HEALTH AND SAFETY ALL ABOUT?
Health and Safety in a business is all about making sure that the workplace is organised and kept in a safe and sensible way. This is to make sure that workers do not become injured or hurt doing their job.
WHY IS HEALTH AND SAFETY IMPORTANT IN AN OFFICE? Although most people think that an office is a safe place to work, Health and Safety is still important in the office for the following reasons.
GOVERNMENT STATISTICS SHOW THERE ARE MANY ACCIDENTS IN OFFICES – HSE noted 13 people killed and 1,941 major injuries during 1995-99.
THERE ARE LAWS THAT MUST BE FOLLOWED ABOUT HEALTH AND SAFETY. IF LAWS ARE NOT FOLLOWED, THE GOVERNMENT OR ANY INJURED PERSON CAN TAKE THE COMPANY TO COURT AND SUE FOR DAMAGES (money).
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WHAT ARE THE MAIN DANGERS IN THE OFFICE? Based on the accidents that happen in offices, the main dangers from working in an office are:
SLIPS or TRIPS (eg wet floors or trailing wire); FALLING FROM A HEIGHT; BEING HIT BY A MOVING OR FLYING OBJECT(eg swinging door, falling book, etc);
POOR HANDLING, LIFTING OR CARRYING: EYE STRAIN AND HEADACHES FROM USING COMPUTERS; REPETITIVE STRAIN INJURY (RSI) FROM USING COMPUTERS; ELECTRIC SHOCKS.
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WHAT IS DONE TO PREVENT DANGER AND PROTECT OFFICE WORKERS? There are a number of things that have been done to prevent and deal with danger and accidents in the office. These are shown below.
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HEALTH AND SAFETY AT WORK ACT (HASAW) 1974 This law sets out a number of things that EMPLOYERS (managers) and EMPLOYEES (workers) MUST do to keep the workplace safe and PREVENT accidents and injuries. Under HASAW, EMPLOYERS must do the following.
Provide safe entrance and exit from work. Ensure safe working methods (ie ways of doing work). Ensure equipment is safe and well maintained. Provide protective clothing when necessary. Arrange safe use and storage of hazardous substances.
Prepare and keep up to date a Health and Safety Policy.
Provide information and training on Health and Safety. Allow Health and Safety representatives.
Under HASAW, EMPLOYEES must do the following. Take responsibility for their own health and safety. Make sure their actions do not put others at risk. Cooperate with their employer on health and safety. Never misuse anything provided for their health and safety.
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OFFICES, SHOPS AND RAILWAY PREMISES ACT 1963 This law sets out a number of things that EMPLOYERS MUST do to make sure that the business premises meet certain standards that will keep staff comfortable and healthy. Under this law, EMPLOYERS must do the following.
Ensure office temperature is 16˚ C within 1 hour of working. Provide toilets and washing facilities. Provide drinking water. Have adequate space for each worker. Provide adequate lighting and ventilation. Ensure office is clean.
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HEALTH AND SAFETY (DISPLAY SCREEN) REGULATIONS 1992 This law sets out a number of things that EMPLOYERS MUST do to protect any staff that are using COMPUTER EQUIPMENT from EYESTRAIN, BACKACHE, HEADACHES or REPETITIVE STRAIN INJURY (RSI). EMPLOYERS will protect staff by doing the following:
Provide users with necessary training. Organise work so VDU users have regular breaks. Organise and pay for eyesight tests for VDU users. Ensure workstations are equipped to meet the following requirements:
o adjustable seats; o adjustable screen brightness; o anti glare screens; o wrist rests; o foot rests. o
EMPLOYEES must protect themselves by doing the following. o Making full use o height adjustments on chairs and footrests; o Taking appropriate breaks; o Making full use of the VDU adjustments (colour, brightness); o Never eating or drinking at a computer; o Attending all training courses provided;
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HEALTH AND SAFETY (FIRST AID) REGULATIONS 1981 This law sets out a number of things that EMPLOYERS MUST do to make sure that any staff who are hurt at work receive proper first aid treatment. Under this law, EMPLOYERS must do the following.
Have an “appointed” person in charge of first aid. Ensure only first-aiders carry out first aid. Ensure first-aiders have suitable qualifications. Ensure that a suitably stocked first aid box is kept. Inform employees of first aid arrangements. Ensure that a record is kept of first aid incidents.
I an employee witnesses an accident the should: o Contact one of the organisation‟s first-aiders o Reassure the injured person o Wait with the injured person until the fires-aider arrives o Complete a Accident Report Form and an Accident book
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REPORTING OF INJURIES, DISEASES AND DANGEROUS OCCURRENCES REGULATIONS (RIDDOR) 1995 This law sets out a number of things that EMPLOYERS MUST do to make sure that any accidents that do happen are recorded and reported to the Government‟s Health and Safety Executive (HSE). RIDDOR ensures that things are reported and recorded to the HSE to make sure that:
any accidents which do happen are noted and prevented from happening again; any accidents that have happened because of broken laws are investigated.
Under RIDDOR, EMPLOYERS must do the following.
Notify HSE about a death immediately. Notify HSE about a dangerous occurrence without delay. Notify HSE of a 3+ day injury within 10 days. Notify HSE of a disease within 10 days. Keep records for 3 years in the ACCIDENT REPORT BOOK.
An example of a report used to complete the accident report book can be seen below.
ACCIDENT REPORT
This from should be used to record the details of any accidents on the business‟ premises and then forwarded to the person in charge of Health and Safety. Name and position of injured person Date and time of accident Brief description of accident Activity at time of accident Place of accident Details of injury First aid treatment (if given) Casualty taken to hospital/doctor? Name(s) and position(s) of witnesses
T Durden 10 August, 10.30 am Burned hand with boiling water Making tea Staff Room Burn on back of right hand Cold water and dressing Ambulance and Hospital M Singer, Sales Department
Signature of reporting person M Singer ..........................................
Date 11 August .........
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GOOD WORKING PRACTICES Good working practices are NOT laws - they are rules for workers to obey to make sure that all of the above laws are being followed and that they are safe. Common good working practices can be seen below. SAFETY ISSUE WORKING PRACTICES to prevent accidents Position filing cabinets away from doors and passages. Pick up dropped objects from the floor. SLIPS or TRIPS Immediately mop up spills and use “wet floor” signs. Report loose flooring and tape it down until repaired. Keep all passages free from obstacles, eg cables, bags, etc. FALLING FROM A HEIGHT BEING HIT BY MOVING OR FALLING OBJECTS POOR LIFTING and CARRYING RSI and BACKACHES from VDU Ensure windows have safety catches. Do not stand on chairs to reach high objects – use a ladder. Fill vertical filing cabinets from bottom to top to prevent tipping. Do not store heavy items on top of filing cabinets. Do not throw items in the office. Never carry too much. Bend at the knee when picking up items. Take regular breaks. Provide adjustable chairs and make use of adjustments. Provide wristrest and footrest. Take regular breaks. EYE STRAIN and HEADACHES from VDU Adjust screen brightness as necessary. Use anti-glare screens to prevent bright reflections. Use blinds to prevent bright reflections from the sun. Check eyesight and use glasses if necessary. Check lighting levels and adjust if necessary. No drinks near electrical equipment. ELECTRICAL SHOCKS Do not overload power sockets. Do not open or attempt to repair electrical items without training.
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EMERGENCY PROCEDURES Staff should be aware of what to do in the case of an emergency. Common emergencies they should be able to deal with include:
EMERGENCY EVACUATION (due to bomb threats, gas leaks, fire, etc); DEALING WITH FIRES.
An example of an emergency procedure can be seen below.
PROCEDURE IN CASE OF FIRE
1 If you discover a fire then raise the alarm immediately. 2 When fire alarm rings, leave the building by the nearest exit.
3 DO NOT pause to collect valuables or belongings. 4 DO NOT use lifts in the event of a fire.
5 Report immediately to the correct assembly point. 6 DO NOT re-enter the building. 7 Take a register of staff to identify anyone who is missing. 8 Dial 999 and ask for the Fire Brigade. 9 Give the full details of the business to the Fire Brigade when they answer.
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8 INDUCTION TRAINING When employees start in the business they must be informed of all the Health and Safety Rules and should be given a Health and Safety Notice. Rules and Areas Covered would be: o What to do in the event of an accident o What to do in the event of a fire o Rules to follow when working at a VDU (do not eat and drink, take breaks etc) o The importance of wearing protective clothing when needed (gloves when changing toner in the printer, gloves for washing dishes)
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REPORTING FAULTY EQUIPMENT
Before using any equipment an employee should receive training and be authorised to use the equipment. If an employee is using a piece of equipment which develops a fault he/he should: o NOT attempt to fix the fault unless trained to do so. o Switch off equipment and pull the plug out of the socket o Place a notice on the equipment to warn others not to use the equipment o Report the fault to his/her supervisor or maintenance personnel o Complete a Hazard/Fault Report.
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INTRODUCTION
In this unit you will find out about the following things:
WHAT A RECEPTION AREA DOES IMPORTANCE OF THE RECEPTION AREA FEATURES OF THE RECEPTION AREA QUALITIES OF THE RECEPTIONIST DEALING WITH VISITORS WITH APPOINTMENTS DEALING WITH VISITORS WITHOUT APPOINTMENTS REGULAR CALLERS DEALING WITH TELEPHONE CALLERS SECURITY MEASURES DEALING WITH SECURITY PROBLEMS © STAFF SIGNING IN BOOK STAFF IN/OUT BOOK APPOINTMENTS BOOK VISITORS BOOK
© - Credit Level Material
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WHAT IS THE RECEPTION AREA OF A BUSINESS?
The Reception is the first place a visitor calls at when contacting a business.
WHY IS THE RECEPTION IMPORTANT? The Reception is important because it gives a business:
A PLACE FOR VISITORS TO CONTACT; A WAY OF WELCOMING AND DIRECTING VISITORS; A POSITIVE IMAGE TO PREVENT PUTTING CALLERS OFF; A SECURITY CHECK ON ALL VISITORS.
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WHAT ARE THE MAIN FEATURES OF A GOOD RECEPTION AREA?
For security reasons and in order to give a positive image, most reception areas will have many of the features below. Feature Reception Desk Advice on best use CLEARLY SIGNPOSTED on entry to stop visitors getting lost TELEPHONE/SWITCHBOARD/ANSWER MACHINE for receptionist FAX for receptionist COMPUTER for receptionist Waiting Area CLOSE TO RECEPTION DESK so visitors don‟t feel forgotten use COMFORTABLE CHAIRS or SOFAS make sure there are ENOUGH SEATS for normal use PLANTS to make the waiting area pleasant to be in PICTURES to make the waiting area pleasant to be in VENDING MACHINE or WATER DISPENSER for visitors comfort MAGAZINES, BROCHURES, NEWSPAPERS for info and to pass time BUSINESS DISPLAYS for info and to pass time BUSINESS REPORTS for info and to pass time PAYPHONE for visitors without phones or those without a signal Visitors Cloakrooms CLOSE TO RECEPTION to stop visitors getting lost SECURE STORAGE for coats, etc TOILET FACILITIES Security Features SECURITY CAMERA(S) and monitors ID BADGES – for staff and visitors SECURITY ENTRY by entry-phone, swipecards or keypads
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WHAT ARE THE QUALITIES OF A GOOD RECEPTIONIST?
As the Receptionist is the first person that visitors come into contact with, they should personally present a positive image of the business by being:
WELL-GROOMED (tidy appearance); POLITE; HELPFUL; CALM/PATIENT; TACTFUL (able to say the “right” thing at the “right” time); WELL-ORGANISED; WELL-INFORMED.
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WHAT ARE THE MAIN DUTIES OF A RECEPTIONIST?
The main day-to-day things that a receptionist will have to do can be seen below. DEAL WITH VISITORS IN PERSON DEAL WITH TELEPHONE CALLS OPERATE THE SWITCHBOARD PASS ON MESSAGES HANDLE SECURITY AND DEAL WITH INCIDENTS (the receptionist may have to call upon security staff for assistance) KEEP AND CHECK AN APPOINTMENTS BOOK KEEP AND CHECK A VISITORS‟ BOOK/RECEPTION REGISTER KEEP AND CHECK A STAFF IN/OUT BOOK KEEP AN ELECTRONIC DIARY
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DEALING WITH VISITORS IN PERSON
There are 3 main types of visitor who will come to the reception area in person.
Type of Visitor Caller WITH an appointment
Description These are people who have arranged in advance to come to see someone in the business at a certain time. This means that they should have no problem seeing the person they have come to meet. This is because they are expected and time will have been put aside for them.
Examples people for interview people for meetings
Callers WITHOUT an appointment
These are people who have NOT arranged in advance to see someone in the business. This means that they may have a problem seeing someone. This is because they are NOT expected and so no one will have put time aside to see them.
salespeople complaining customers
Regular Callers
These are people who often come to the business to do something rather than see someone.
delivery workers postworkers window cleaner
Each of the 3 types of visitor in person is dealt with in a slightly different way. The different ways they are dealt with can be seen below.
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VISITORS WITH APPOINTMENTS
Visitor ARRIVES
ASK VISITOR‟S NAME and take any business card
CHECK the details in the APPOINTMENTS BOOK
Ask visitor to SIGN the VISITORS‟ BOOK
ISSUE the visitor with a SECURITY PASS
CONTACT the MEMBER OF STAFF that the visitor is here to see
If DELAYED, ask the visitor to take a seat
When AVAILABLE, DIRECT the visitor to the appropriate staff member staff
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VISITORS WITHOUT APPOINTMENTS
Visitor ARRIVES
ASK VISITOR‟S NAME and take any business card
ASK for the NAME of the member of staff they WANT TO SEE
Ask visitor to SIGN the VISITORS‟ BOOK
AVAILABLE
CONTACT the member of STAFF that the visitor wants to see and check if they are available
NOT AVAILABLE
If AVAILABLE, ISSUE a visitor SECURITY PASS
If UNAVAILABLE, ask them to ARRANGE an APPOINTMENT.
DIRECT the visitor to the appropriate member of staff
Visitor will have to LEAVE
REGULAR CALLERS
Regular callers usually do not have to sign any reception records as they will normally just make their delivery to the Receptionist and leave.
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DEALING WITH TELEPHONE CALLERS
Many of the people who contact a business will use TELECOMMUNICATIONS to do so. This means that a good Receptionist should be able to do the following. Correctly use TELECOMMUNICATION EQUIPMENT such as:
SWITCHBOARD (for transferring INTERNAL calls); TELEPHONE ANSWERING MACHINE (for taking messages when unavailable); PAGERS (a “bleeper” used to contact staff who are not at a phone); MOBILE PHONES (for contacting staff who are out or not at their phones); TANNOY SYSTEM (loudspeaker system used to contact staff not at a phone); TELEPHONE SERVICES (Directory Enquiries, ADC, Reverse Charges Calls).
Answer the telephone properly (in order to give a good impression) by:
ANSWERING QUICKLY; USING A COMPANY GREETING AND THEIR NAME; SPEAKING CLEARLY; BEING POLITE AND HELPFUL; READING BACK ANY MESSAGES TO CONFIRM THEY ARE CORRECT; THANKING THE CALLER FOR CALLING.
Taking and passing on messages on a TELEPHONE MESSAGE PAD that records:
WHO THE MESSAGE IS FOR, WHO CALLED (AND THEIR COMPANY), THE DATE AND TIME OF THE CALL, THE TELEPHONE NUMBER OF THE CALLER, THE MESSAGE ITSELF.
Use SOURCES OF TELECOMMUNICATION INFORMATION such as:
TELEPHONE DIRECTORIES [organised by name], CLASSIFIED DIRECTORIES (eg Yellow Pages) [organised by job].
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HANDLING SECURITY
Security is all about making sure that the business keeps its‟ staff safe and that its‟ equipment is not stolen. The amount of security used by a business will depend on:
THE AREA THE BUSINESS WORKS IN (eg high crime area) THE VALUE OF EQUIPMENT (eg computers are very valuable) THE TYPE OF WORK THE BUSINESS DOES (eg banks need lots of security)
The main systems that a business can use for its‟ security can be seen below. System Reception Security Entry Security ID Security Patrols CCTV Features Prevents unauthorised people from entering the business. SWIPECARD, KEYPAD and TELECOM ENTRY SYSTEMS lock areas and prevent unauthorised entry. STAFF and VISITOR BADGES make sure that any unauthorised people are quickly spotted and dealt with before any problems arise. Patrols by SECURITY OFFICERS and DOGS can be used to keep businesses secure (especially when they are closed). Can DETER (put off) people from causing problems and will record any problems as evidence for the police. Used in areas that are very important (eg bank vault) or not supervised (eg car park). Alarms ALARMS can prevent security issues because they detect break ins and can be used to signal problems. They can also be connected to Police stations to automatically bring them to an incident. Keyholder Staff with access keys/codes for allowing emergency access to deal with security problems (eg Police coming to alarm).
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SECURITY PROCEDURES IN THE RECEPTION AREA
There should always be a member of staff at reception – another member of staff should be available to take over at lunch/coffee breaks and when the receptionist is absent.
The receptionist must make sure that all visitor records are completed fully and accurately.
The receptionist should not take part in confidential phone conversations in front of visitors
The receptionist‟s computer screen should be angled away from the view of visitors
Filing cabinets in the reception area should be locked when the reception area has to be left unattended and computers shut down.
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DEALING WITH SECURITY INCIDENTS
The most common security problems that a Receptionist might encounter, and how they should be dealt with, can be seen in the table below. However, remember when dealing with any security problems the safety of the Receptionist, visitors and other staff must always be a priority.
Security Problem Bomb Threat Aggressive visitor Unauthorised visitor (eg thief)
Procedure for dealing with problem record all details of the threat inform security staff evacuate building and inform Police keep a record of the event try to calm visitor down inform security staff so they can get them to leave inform Police if visitor will not calm down and leave keep a record of the event try to find out where the visitor is inform security staff inform Police if visitor will not leave keep a record of the event
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KEEPING THE RECEPTION RECORDS
The Receptionist will keep the following records in the Reception Area. Reception Record STAFF SIGNING IN BOOK Details Recorded Staff who enter the building Time they arrived Purpose Record staff in building Provide info for emergencies Prevent wasting time looking for staff who are absent STAFF IN/OUT BOOK Staff who leave the building Time they left Destination Time they expect to return Time they actually returned APPOINTMENTS BOOK/ ELECTRONIC DIARY VISITORS BOOK Personal details of visitor Security details of visitor Who the visitor saw Time visitor arrived Time visitor left Details of people with appointments Time appointment is for Who appointment is with Record staff in building
Provide info for emergencies Prevent wasting time looking for staff who are out of the business Plan appointments to ensure person to be seen is present Plan appointments to ensure person to be seen is available Record people in building Provide info for emergencies Ensure visitors are all accounted for (eg are not locked in building, etc)
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ELECTRONIC DIARY
Many organisations have a computerised appointments system. This allows appointments to be made and information to be shared with others (if on a network).
Advantages of using an Electronic Diary
Appointments cannot be double-booked
Regular meetings need only be entered once
Staff details can be stored in an address book
Alerts can be used to remind the user of an appointment
A to do list may be generated
Diaries of several people can be checked to find a suitable date/time for a meeting
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An example of an evaluation for ELECTRONIC and PAPER BASED FILING SYSTEMS (to provide information about which to use) can be seen below. Factor Cost Paper Based Filing System money for cabinets time for any reorganisation time to find information in big systems Electronic Filing System money for computers money for software money for maintenance of system money for training time for training
Training
little training required
training on computer use extensive training on software use
Space
large area required for cabinets
small area for computers small area for back ups
Benefits
simple for staff to use
easy to expand easy to find information easy to reorganise information multi user access to information
MICROFILMING Microfilming involves copying and shrinking A4 pages down to the size of a stamp, and then storing them on a special film as MICROFICHE or on a ROLL of MICROFILM. Benefits of this system (over other manual storage) are as follows.
Takes up little space as films are small and contain many pages. Back ups can be easily made. Film lasts longer than paper.
However, this system is expensive due to the need for a CAMERA AND PROCESSOR (to prepare films) and a READER AND PRINTER (to view and copy information), and so many businesses today prefer to SCAN their paper records and store them electronically. HOW IS INFORMATION IN A PAPER BASED FILING SYSTEM MANAGED?
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Information in a paper based filing system should be managed (ie used and changed) through the use the following filing procedures.
A document needs a RELEASE MARK when it is finished with so that filing staff know that it is ready to be filed. Common release marks are:
o the letter „f‟ or the word 'file' at the top right of the papers; o a tick - √ o an employee's initials.
Documents should be FILED REGULARLY to prevent loss or damage. Documents should be SORTED INTO ORDER before they filed to make it quicker and easier to place them in the system. OUT CARDS should be used when a file is being reused so that anyone looking for it knows where it is. CROSS-REFERENCE CARDS should be used when a file could be placed in more than one place so that people can find it no matter where they look. CONFIDENTIAL FILES should be kept in a separate area to prevent them being seen by unauthorised staff. OLD FILES should be removed when they are no longer needed to prevent the filing system becoming too large and difficult to use.
SUITABILITY OF PAPER BASED FILING SYSTEMS
On the whole, paper based filing systems tend to suit SMALL to MEDIUM sized businesses. This is because the expense and complication of computerised filing for these businesses may not be justified due to the small amount of filing they do. Paper based filing does NOT tend to suit LARGE businesses because of the large number of files that they have this system requires too much space and is too slow in finding files.
ELECTRONIC FILING SYSTEMS
An electronic filing system is one where files are stored on a computer hard drive (or alternative means of electronic storage) and retrieved by the Administrative Assistant accessing the files through the use of a computer.
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In order for files to be stored electronically, they will have to be created using a suitable software application such as: Database Spreadsheet Word Processing Desktop Publishing
or
SCANNED into the computer using a document scanner and suitable scanning software
downloaded from an INTRANET downloaded from the INTERNET uploaded from floppy, ZIP, CD or DVD
HOW IS INFORMATION STORED ON AN ELECTRONIC FILING SYSTEM? 1 FLOPPY DISK 2 3.5” plastic covered REWRITABLE magnetic storage disk. Stores up to 2 MB of information (1 MB = 200 pages). Disk is portable and can be used in machines with floppy drive. REMOVABLE FLASH MEMORY – Increasingly being used instead of a floppy disk. Usually it has the following features:
sturdy case, small size, high memory capacity, very fast read/write speeds
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ZIP DISK 3.5” plastic covered REWRITABLE magnetic storage disk. Stores up to 200 MB of information (100 floppy disks). Disk is portable and can be used in machines with ZIP drive. COMPACT DISC Usually READ ONLY (but some can be REWRITTEN).
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Stores 650 MB of information (325 floppy disks). Disk is portable and can be used in machines with CD drive. DVD (Digital Versatile Disc) Usually READ ONLY (but some can be REWRITTEN). Stores 16 GB of information (8,000 floppy disks). Disk is portable and can be used in machines with DVD drive.
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HARD DISK (on PC or NETWORK) REWRITABLE magnetic storage (usually) built into a computer. Stores many GB of information (1 GB = 500 floppy disks). Disk is (usually) NOT portable.
FILE MANAGEMENT - HOW INFORMATION IN AN ELECTRONIC FILING SYSTEM IS ORGANISED? Every file created should have a sensible name so that it can be easily found again at a later date. Once files are created, the OPERATING SYSTEM will allow the user to: o o o o DELETE unused or unnecessary files to save confusion and wasted space RENAME files more appropriately COPY files as a back up MOVE files from one place to another
Related files (eg files on the same topic) can be stored together in a folder. Folders can make it quicker and easier to find files at a later date.
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DATABASES
An electronic database is a computer program that STORES and ORGANISES a collection of related information.
Structure of a database FILE RECORD This is ALL of the information in the database (eg every name in the phonebook). This is ALL of the information about ONE thing in the database
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(eg your entry in the phonebook). FIELD This is ONE piece of information that appears in EVERY record (eg your phone number in your phonebook record).
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PURPOSE OF DATABASES In today‟s workplace, electronic databases are being used more and more often for many things. Examples include electronic PERSONNEL RECORDS (Personnel Department), SUPPLIER RECORDS (Purchasing Department) and CUSTOMER RECORDS (Sales Department). ADVANTAGES OF DATABASES COMPARED TO A MANUAL SYSTEM Corrections are easier (edit information on screen) Information can be easily changed using the FORMATTING functions Information can be more easily found due to FIND function Information can be reorganised more easily due to SORT function Electronic security can easily be put in place (allocate User IDs and Passwords to restrict unauthorised access) Space is saved as a computer takes up less room than filing cabinets Saving space can save an organisation money; Information can be MAIL MERGED to produce personalised documents Multi-user access if possible, where computers are networked Remote user access is possible which allows employees to work away from the office (teleworking) Back up files can easily be prepared. Back ups are not possible with a manual system unless photocopies or copies on microfilm are taken of every document in every file.
ARE THERE LIMITS TO THE USE OF ELECTRONIC DATABASES? Lack of money for the necessary hardware and software Lack of relevant employee skills Lack of time or money to train staff Problems may occur with the power supply, hacking and viruses. This may mean that files are unable to be retrieved Firms need to comply with the Data Protection Act
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SPREADSHEET
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A spreadsheet is a computer program that STORES and MANAGES numerical information.
STRUCTURE OF A SPREADSHEET A spreadsheet looks like a grid of boxes. Each of these boxes is known as a CELL, and each cell has its own name which is known as its‟ CELL REFERENCE. Cell references are made up of the COLUMN (down) and ROW (across) that the cell is in. So, for example, the cell that is made where column D and row 5 meet is known as D5. Cells can store TEXT (words), NUMBERS and FORMULA (instructions to calculate something automatically) Examples of these CELLS, COLUMNS and ROWS that make up a spreadsheet can be seen below.
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PURPOSE OF SPREADSHEETS Spreadsheets are mainly used by the FINANCE DEPARTMENT. Almost all of their work eg preparing wages, is completed on a Spreadsheet. ADVANTAGES OF SPREADSHEETS COMPARED WITH A CALCULTOR
Corrections are easier to make (on screen) Information is easily changed using FORMATTING functions (eg £ %); Information can be made easier to understand through use of CHARTS Information can be quickly copied by using the FILLfunction Formula carry out calculations accurately Formula carry out calculations automatically making changes easy to make ie change one figure and all calculations will be updated Information can be reorganised more easily due to SORT function Electronic security can be easily put in place Information eg a chart could be inserted into a word processed document
ARE THERE LIMITS TO THE USE OF SPREADSHEETS? Lack of money for the necessary hardware and software; Lack of relevant employee skills; Lack of time or money to train staff.
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INTEGRATED SOFTWARE PACKAGES Two or more different application packages are combined into a single package eg Word Processing, Spreadsheets, Databases and Graphics. Data can be transferred easily between applications and you can have documents (of different types) open at once – a windows system is good for this because each window can show a different type of document at the same time. INTEGRATED SOFTWARE PACKAGES ADVANTAGES It is easy to transfer data from one application to another A word document could be opened and information such as a chart could be copied from a Spreadsheet File and pasted into a Word Document
DISADVANTAGES May not have as many features in each application package because Integrated Packages use more memory
A Mail Merge could be completed by using a Word Document for a Letter and a Database File to bring in the Names and Addresses of Customers etc
SUITABILITY OF ELECTRONIC FILING SYSTEMS Electronic filing is very popular in most businesses, but it particularly suits LARGE businesses as this system can store their many files in a small space and can also find and organise them quickly and easily
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SECURITY OF DATA STORED ELECTRONICALLY
Data stored on a computer will be much more valuable to an organisation than the actual computer equipment. If computers are stolen they can always be replaced but if data is lost it may not be possible to replace it and as a result the company could go out of business! Data can be damaged or destroyed in the following ways: breakdown of equipment eg computer “crashing” theft of computer equipment (files stored on the hard drive of the computer will be lost if back-ups were not taken staff mistakes (accidentally deleting files) virus which has corrupted files hackers accessing the systems and changing/deleting data computer fraud where data is changed by employees for fraudulent purposes HACKER A person who breaks codes and passwords in order to gain unauthorised access to computer systems
HOW CAN DATA ON COMPUTERS BE PROTECTED?
Other security devices Voiceprint, Fingerprint, Iris (eye) or Signature Scanners may also be used to control access
Keep backup copies of vital information in fire or bomb-proof safe Usernames and Passwords can be given to employees which restrict access to computers, programs or files. Passwords should be changed regularly. Security/ID cards and keys (insert into computer to gain access to the system) Employees should always follow „save and close down‟ procedures when leaving workstations Install anti-virus software (runs immediately the computer is turned on) Employees should be banned from bringing program or disks from home Send data down phone lines as code so that computer “hackers” cannot access it
WAYS OF PROTECTING EQUIPMENT
Keep computer rooms locked access may be „time restricted‟ keypad locks with codes or „swipe cards‟ with employee‟s ID may be required to gain entry Secure all equipment – bolt to the floor if necessary Lock away portable computers Security mark all equipment with security pen (serial number of equipment and organisation‟s name) and take inventory Install security blinds, video cameras, sound sensors etc
REASONS FOR LOSING COMPUTER DATA
Fire Water damage eg flooding, leaking roof
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Computer virus Computer disks are stolen Someone accidentally switches off power to the computer Malicious damage to computer hardware
Computer is stolen Faults in the computer system Electricity power cut Malicious damage to computer software
BACKING UP FILES
There should be procedures for the routine “backing up” of computer data files on a regular basis. Files should be copied on to tape or disk and stored separately from the disk where the master file is stored. If possible the back up copy should be stored in a fireproof cabinet in another building If the original version of the file is lost or corrupted the back up copy would be used to restore the data on the computer system.
PASSWORDS To make sure Passwords work properly, staff should follow the advice below: Passwords should be remembered – not written down. Passwords must be kept secret. Passwords should not be easy to guess. Passwords should be changed from time to time.
GOOD SECURITY PRACTICE OF OPERATORS When workstations are left unattended, even for a short time, staff should follow save and shut down procedures ie no information left on the screen. Any floppy disks being used should be „write protected‟ by adjusting the slot at the bottom of the disk. In addition disks should be stored in a secure box and put in a separate room before finishing work for the day. Always ensure that screens cannot be read by visitors to the organisation.
FLOPPY DISKS – HOW SHOULD THEY BE HANDLED? ALWAYS Label disks correctly. Write on disk labels before attaching them to disks Store disks upright in disk boxes. Keep disks in dust jackets when not in use Store disks in lockable disk boxes in locked cupboard.
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NEVER Stick one disk label on top of another. Pack disks tightly together Place rubber bands around disks. Force disks into disk drive. Remove disk when light is „on‟. Place disks near magnetic source. Expose disks to strong sunlight or high temperatures. CD‟s and DVD‟s – HOW SHOULD THEY BE HANDLED? These should be handled with care to ensure that the surface does not get scratched. Label disks with permanent pen
THE DATA PROTECTION ACTS (1984 AND 1998)
This act applies to information which is stored on computer – it does not apply to information stored on paper WHAT MUST FIRMS DO TO COMPLY WITH THE ACTS? Companies must register with Data Protection Registrar Data must be held only for lawful purposes Data must be up-to-date and accurate (people have the right to see what information is stored about them and the data must be amended if it is found to be incorrect) Data must not be held for longer than necessary Data must be kept secure
Some groups do not have to say what is on their computers if it concerns crimes or national security eg Police
DATA USER Anyone who controls personal information on computer
SECURITY OF DATA STORED MANUALLY Confidential files should be kept in locked filing cabinets Confidential files no longer required should be shredded Confidential files should never be left on unattended desks Photocopying of confidential files should be strictly controlled
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INTRODUCTION
In this unit you will find out about the following things:
WHAT MAIL IS INCOMING MAIL OUTGOING MAIL INTERNAL MAIL EXTERNAL MAIL PAPER BASED MAIL ELECTRONIC MAIL HOW ELECTRONIC MAIL WORKS CHOOSING A METHOD FOR SENDING MAIL © WHAT AFFECTS WHICH METHOD IS USED MAIL ROOM FEATURES AND EQUIPMENT HANDLING INCOMING PAPER MAIL HANDLING INCOMING ELECTRONIC MAIL ENCLOSURES REMITTANCES SCANNING MAIL HANDLING OUTGOING PAPER MAIL FRANKING MACHINE POSTAGES BOOK HANDLING OUTGOING ELECTRONIC MAIL FAX COVER SHEETS
© - Credit Level Material
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WHAT IS MAIL HANDLING ALL ABOUT?
A piece of mail is something that is used to TRANSMIT (pass on) information. Mail is both SENT (OUTGOING Mail) and RECEIVED (INCOMING Mail). Mail handling work in a business is concerned with dealing with the INCOMING and OUTGOING mail properly to make sure that all the information it contains is passed on and used correctly.
WHERE WILL MAIL COME FROM? There are 2 main sources of mail for a business. 1 INTERNAL MAIL This is incoming and outgoing mail that is sent and received between employees who work for the SAME business.
Glasgow Office ABC Plc
Memo
Aberdeen Office ABC Plc
2
EXTERNAL MAIL This is incoming and outgoing mail that is received from, and sent to, somewhere OUTSIDE of the business.
Sales Dept ABC Plc
Quote
Purchases Dept XYZ Plc
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WHAT ARE THE MAIN METHODS OF SENDING AND RECEIVING MAIL?
There are 2 main methods for sending and receiving internal and external mail, and they can be seen below.
1 PAPER BASED METHODS Paper based methods of transmitting and receiving mail involve writing information down on paper and then PHYSICALLY passing it on. Paper mail is dealt with by:
INTERNAL MAIL BAGS THE POST OFFICE COURIER (eg DHL, etc)
Examples of paper based mail include:
INTERNAL MEMOS EXTERNAL LETTERS INTERNAL AND EXTERNAL REPORTS EXTERNAL PUBLICITY MATERIALS
2 ELECTRONIC METHODS This is mail that is passed on ELECTRONICALLY by:
VOICEMAIL SERVICES E-MAIL on a COMPUTER
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FAX
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HOW DO THE ELECTRONIC METHODS OF SENDING AND RECEIVING MAIL WORK? The details of voice mail, fax and e-mail can be seen below.
Method VOICEMAIL Advantages Messages are not lost because you are unavailable. Messages can be sent and received 24 hours. Phone based message service. Messages are voice recordings. E-MAIL Messages are cheap to send – only the cost of a phone call. Messages are received in seconds, anywhere in the world. Computer based message service. Messages send through network. Messages can be text or another computer file (ATTACHMENT). 24 hour messaging. Messages can easily be kept secure through passwords, etc. One message can be sent to many people at the same time. Must know e-mail address of the person to be contacted. Any problems with network connections means that e-mail can‟t be sent or received. Disadvantages Communication is 1 way. No automatic permanent record. Some people don‟t like to leave a message on a machine.
FAX
Messages are cheap to send – only the cost of a phone call.
Must know fax number of the person to be contacted.
Messages are received in seconds, anywhere in the world.
Fax quality can be poor. Fax is unacceptable for some things, eg legal documents.
Messages can be sent and received 24 hours.
Fax can only accept messages on A4 paper or smaller.
Fax machine sends any message that can be put on paper (eg typing, writing, pictures, etc) to another fax machine through the telephone lines.
Messages are printed out and so can be kept for files.
May need a separate line for the fax, which costs money
One message can be sent to many faxes at the same time.
Fax may be seen by others.
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WHICH METHOD OF SENDING AND RECEIVING MAIL SHOULD A BUSINESS USE?
The decision about whether to use paper or electronic methods of sending and receiving mail will depend on the following.
COST OF METHODS (eg electronic methods are often cheap compared to postage)
URGENCY OF MAIL TO BE SENT (eg urgent mail will get there faster electronically)
SIZE OF THE MAIL SENT (eg a 100 page reports are costly and time consuming to fax)
TYPE OF MAIL TO BE SENT (eg contracts must legally be originals sent by post) TECHNOLOGY AVAILABLE (ie if e-mail is not available then it cannot be used) STAFF SKILLS (eg staff will not use e-mail if they don‟t know how)
However, despite all of the above things that should be considered, many businesses are using electronic methods more and more due to the following advantages they have.
Electronic methods provide quicker delivery as messages are received in seconds.
Electronic methods can send information to several people at once and so save time.
Electronic methods are cheaper than the postal service in most cases. Paper copies of documents can be still be made from electronic methods if needed.
The cost of buying electronic sources is falling and so they are more affordable.
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HOW IS MAIL HANDLED IN BUSINESSES?
The exact way that incoming and outgoing mail is dealt with in a business will depend on the following factors.
AMOUNT OF INCOMING AND OUTGOING MAIL TYPE OF MAIL USED (INTERNAL, EXTERNAL, E-MAIL, PAPER MAIL ETC) NUMBER OF STAFF AVAILABLE FOR MAIL DUTIES FINANCE AVAILABLE FOR EQUIPMENT SPACE AVAILABLE FOR EQUIPMENT
For example –
In small businesses, mail is usually be dealt with by one member of staff as only a part of their daily routine. Here there is unlikely to be a special mail room or much special equipment due to the small amount of mail that is dealt with.
In large businesses, however, the volume of incoming and outgoing mail is likely to be high, and so the business is likely to have: business. a separate mail room department; specialist staff to deal with all of the mail of the
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WHAT ARE THE MAIN FEATURES OF A MAIL ROOM? If a business has a mail room, it is likely to have separate areas for INCOMING and OUTGOING mail. Common equipment found in the different areas of a typical mail room can be seen on the table below. Item LETTER OPENING MACHINE DATE STAMP Details used in the INCOMING mail room quickly uses a blade to automatically open letters used in the INCOMING mail room used to record the date mail is received SHREDDER used in the INCOMING mail room quickly uses blades to destroy unwanted mail PHOTOCOPIER used in the INCOMING mail room used to make copies of mail to be seen by 2+ departments PIGEON HOLES/TRAYS used in the INCOMING mail room used to sort incoming mail into departments MAIL TROLLEY used in the INCOMING mail room used to deliver incoming mail to departments FOLDING MACHINE used in the OUTGOING mail room used to quickly fold letters automatically into their envelopes POSTAL SCALES used in the OUTGOING mail room used to calculate the cost of outgoing mail
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FRANKING MACHINE
used in the OUTGOING mail room used to print a postage mark (and adverts) onto outgoing mail
COMPUTER
used in the INCOMING and OUTGOING mail room used to send and receive e-mail/fax used to print labels for outgoing mail
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HOW SHOULD INCOMING MAIL BE DEALT WITH? INCOMING mail should be dealt with as follows. 1 PAPER BASED INCOMING MAIL The majority of incoming paper based mail will be delivered by INTERNAL MAIL ENVELOPES, POST or COURIER. Some may also be collected from a PO BOX. This is a box at the Post Office where mail for the business can be sent instead of its‟ normal postal address and then collected at any time. The basic procedure for handling incoming paper based mail can be seen below. Sort mail into: PRIVATE/CONFIDENTIAL URGENT SPECIAL (Recorded or Special Delivery) ORDINARY (First and Second Class) Open all mail EXCEPT PRIVATE
Remove contents
Date-stamp mail, but do not cover any important information Sort mail into departments
Mail should be collected by departments OR delivered by mail room staff to individual departments.
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As well as the basics for handling incoming mail that are shown above, mail room staff should also be aware of how to deal with the following special events that may occur. Event ENCLOSURES (Something sent with a letter for info, eg Catalogue) Procedure Check all enclosures are present. Check all enclosures are correct. Attach all enclosures to their letter to prevent loss. REMITTANCES
(Payments of money sent through the post, eg CHEQUE, CASH or POSTAL ORDER)
Check remittance is present. Check remittance is correct. Enter details into the REMITTANCES BOOK. Pass remittance to the FINANCE department. Pass letter to the appropriate department.
MISSING ENCLOSURE or REMITTANCE MAIL TO BE SEEN BY 2+ PEOPLE/DEPARTMENTS
Check envelope to make sure item is not there. Notify supervisor. Attach a CIRCULATION SLIP (list of names) and pass round, OR - Photocopy mail for each person/department.
SPECIAL MAIL (Recorded Delivery – proof of delivery) (Special Delivery – next day delivery)
Sign for the mail when it is delivered. Pass directly to the appropriate member of staff.
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SCANNING PAPER MAIL
Some businesses do not pass paper copies of mail to staff. Instead they distribute incoming mail paper electronically as follows. Open mail (except private) as normal. SCAN mail on to computer disc or network. Copy the mail to the relevant staff e-mail boxes. Shred originals to prevent tasking up filing space. Deliver private paper mail manually as usual. Scanning mail is good because it means that copies can be sent to more than one person easily, back-ups can be kept and filing of mail will use less space.
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An example of the Remittance Book mentioned above can be seen below.
REMITTANCES BOOK
DATE SENDER REMITTANCE AMOUNT £ SIGNATURE
cash cheque postal order
12 Aug 2002 12 Aug 2002 12 Aug 2002
H Solo L Walker P Leia
Cash Cheque Cash
£30.00 £20.00 £50.00
C Bacca C Bacca C Bacca
TOTAL REMITTANCES RECEIVED
Received by Finance
£100.00
C Bacca
12 Aug 2002
Cashier‟s Signature D Vader
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ELECTRONIC INCOMING MAIL The following procedures should be carried out to deal with incoming electronic mail.
Method
VOICEMAIL
Procedure Check for new voicemail regularly. Write any messages onto message form as a record. If necessary forward to relevant person.
E-MAIL
Check for new e-mails regularly. Read any new messages. If necessary print messages. If necessary forward to relevant person.
FAX
Check for new faxes regularly. Read any new messages. If necessary forward to relevant person.
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HOW SHOULD OUTGOING MAIL BE DEALT WITH? OUTGOING mail should be dealt with as follows. 1 PAPER BASED OUTGOING MAIL BEFORE paper based outgoing mail gets to the mail room, the department that is sending the mail should carry out the following checks to make sure that the mail is ready to be sent. Check for MAILABLE COPY as follows: PROOF READ: there should be no errors; check letters have been SIGNED; check addresses on envelopes are correct; check enclosures/remittances are Place mail in envelopes as follows: correct; fold contents (as few folds as check enclosures/remittances are possible); attached. insert contents into envelope;
seal envelope. Prepare for posting as follows: sort mail by service required (eg 1st class); mark on envelope service required;
indicate any special services. Deliver prepared outgoing mail to the mail room at regular intervals to get it posted OR Leave in department mail tray for the mail room staff to collect.
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AFTER paper based outgoing mail has been checked by the department that is sending it, the mail room will get the mail ready to send as follows.
Collect mail from departments. OR
Get department staff to deliver mail to the mail room by a reasonable set time (eg if the last collection by the Post Office 5.00 pm, then mail must be at the mail room by 4.00 pm). Sort mail into different types: First Class; Second Class; Special (eg Recorded Delivery, etc).
WEIGH letters and parcels, and calculate postage due.
Attach relevant amount of postage.
Deliver mail to the POST OFFICE or have it collected by them.
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As well as the basics for handling outgoing mail that are shown above, mail room staff should also be aware of how to deal with the following special events that may occur. Event SPECIAL MAIL (eg Recorded Delivery, or Special Delivery) Procedure Weigh mail and attach postage. Complete special form. Take to the Post Office to receive signed counterfoil. FRANKED MAIL A business may use a franking machine instead of stamps because of the following advantages it has. Franking is faster than sticking stamps. Saves buying stamps and so stops theft. (Instead of using stamps, a business may use a FRANKING MACHINE to PRINT postage onto its‟ outgoing mail.) Free adverts can be included on the postage. Note that franking mail still costs the SAME AMOUNT as stamping it, as the company must buy the postage it franks from the PO in advance or online as it uses it. Franked mail should be sent separately to the PO in a special marked bag.
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POSTAGES BOOK
Some businesses will want to keep a record of all of the money spent on postage to prevent misuse or theft. The Postage Book will do this as follows. Every piece of postage used is recorded. Total spending on postage is shown. Balance of postage left is shown. Balance can be checked with actual amount left.
POSTAL SERVICES
Sometimes a business will need to know about Post Office and Courier services that they want to use. A business can find this info in the POST OFFICE GUIDE (info about PO services) or on PO or COURIER WEB SITES.
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ELECTRONIC OUTGOING MAIL New electronic mail can be sent by using the guidelines below.
Method
VOICEMAIL
Procedure Dial number which is to store message. Leave spoken message.
E-MAIL
Create new e-mail. Enter e-mail address of recipient. Type in message and attach any files. Check message. Send message.
FAX
Prepare message. Prepare FAX COVER SHEET (shows info from sender). Load cover sheet and message into fax. Dial fax number of recipient. Send fax. Remove cover sheet and message from fax. Wait for confirmation report to show fax was received.
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An example of a fax cover sheet to be used with any outgoing fax can be seen below.
As you can see the main information included on a fax cover sheet can be seen below.
SENDERS COMPANY ADDRESS SENDERS COMPANY FAX AND TELEPHONE NUMBER SENDERS NAME RECEIVERS NAME
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