1. Handout 2: Managing diary systems
PowerPoint presentation
Principles of providing administrative services
Handout 2: Managing diary systems

2. Diary management tasks
In using a diary system you will be carrying out the following tasks:
making new entries
amending/deleting entries
setting up regular/repeat appointments.

3. make the entries for regular events right through the year
Using manual systems
make the entries for regular events right through the year
tick off events once they have taken place
if an event is cancelled, cross it through and make entries in pencil until confirmed
ensure your handwriting is clear
made sure the entry is clearly set against a time slot
enter appointments immediately into the diary and check for accuracy
record all the necessary information
write ‘Cancelled’ (or rub it out).
Use the following guidelines when using a manual system:
ensure your handwriting is clear to avoid misunderstandings – use capitals if necessary
write in the time if necessary
don’t make a note to be entered later – and read back the date and time from the diary to the client.

4. Using an electronic system
ensure you know how to carry out the basic operations
take care to double-check the date as it is easy to be in the wrong year
if you manage several diaries, ensure you are making the entry in the correct one
when rescheduling an entry, check that the new date is available before deleting the original entry
set any alarms/reminders and save the entry.

5. Information to record against diary entries
dates/times – exact start, and exact or estimated finish times
venues – addresses, location
personnel involved
contact details – telephone, – of those involved.
Make sure to allow enough time between appointments for travelling to and from venues.
When make entries in any diary system, it is essential to record all the information needed for the appointment and to make efficient use of the time.
If you are sloppy or careless in recording the start and finish time of the event, others will not be able to confidently schedule in events around yours.

6. double-bookings or clashes
Diary problems
double-bookings or clashes
unavailability of resources – rooms, equipment, etc
unavailability of key people
not enough free time available in a block.
The most serious problems you are likely to have to deal with when managing a diary are double-bookings or clashes.

7. When changes are required
Think creatively.
Either
change the original plan or
look into the possibility of altering other events to accommodate the plan.
Prioritise the importance/urgency of the event.
Consider factors for example a key person is only available at a certain time.

8. Balance the needs of all those affected
Make a list of the people affected.
Consider any ‘knock-on’ effects.
Contact the people to be affected by any proposed changes.
Negotiate alternative arrangements.
When making changes to existing entries, whether as a result of double-booking or a new request, it is important to consider and balance the needs of all those affected.
‘Knock-on’ effects, eg postponing tomorrow’s sales meeting, will mean that the Sales Director is not briefed in time for the AGM the following day.

9. Consider objectively the urgency of the event importance of the event
When making changes
Consider objectively the
urgency of the event
importance of the event
status of the people involved.
Have some reasonable alternative suggestions ready.
Be prepared to hear and consider their suggestions.
Events will all be important to their respective owners, and ‘considering objectively’ means trying to see other people’s events from their point of view.

10. Once a change is confirmed
Immediately make a list of all those affected.
Notify all those involved by the most appropriate method of communication – telephone if at short notice.
Tick the people off your list only once you have spoken to them or they have confirmed receipt of your communication.