1. Copyright  2007 McGraw-Hill Australia Pty Ltd PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner Slides prepared by David Plowman 9-1 Chapter 9 BSBCMN212A—Handle mail BSBCMN213A—Produce simple word-processed documents BSBCMN215A—Participate in environmental work practices BSBCMN216A—Create customer relationships BSBCMN217A—Process customer feedback

2. 9-2 Copyright  2007 McGraw-Hill Australia Pty Ltd PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner Slides prepared by David Plowman Contents Handle mail –Incoming mail (BSBCMN212A/01) –Outgoing mail (BSBCMN212A/02) –Urgent deliveries (BSBCMN212A/03) –Electronic mail (BSBCMN212A/04) Summary

3. 9-3 Copyright  2007 McGraw-Hill Australia Pty Ltd PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner Slides prepared by David Plowman Incoming mail (BSBCMN212A/01) Methods of receiving mail MethodProcedureUsersAdvantage ElectronicComputer, mobile, fax Business and households Instant Aust. Post Express Special boxes,counter More businessLow-cost proof of delivery Courier servicePick up from sender, direct delivery Mostly businessBulky items, proof of delivery Messenger post Aust. Post Pick up within metro area BusinessSame day

4. 9-4 Copyright  2007 McGraw-Hill Australia Pty Ltd PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner Slides prepared by David Plowman Incoming mail (BSBCMN212A/01) cont. Methods of receiving mail MethodProcedureUsersAdvantage Regular street mail delivery Via ‘postie’Small business & households Set point of delivery Post office counter Collected by addressee Start-up business Short term or interstate Private box/Locked bag Box opened or bag collected only by staff Smaller business or large public utilities Convenient for large volumes or anytime pick up Roadside delivery Post box on boundary or gate Farming communities Regular delivery Bus servicesRural bus also delivers mail As above

5. 9-5 Copyright  2007 McGraw-Hill Australia Pty Ltd PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner Slides prepared by David Plowman Incoming mail (BSBCMN212A/01) cont. Electronic Courier Express post Messenger post Letters marked urgent Certified mail Registered post COD mail Private and confidential Airmail Routine mail Parcels and packages Magazines and journals Newspapers Advertising material Opening and registering mail—Order of priority Mail may have to be registered before distribution; it is essential to follow procedures to avoid loss.

6. 9-6 Copyright  2007 McGraw-Hill Australia Pty Ltd PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner Slides prepared by David Plowman Incoming mail (BSBCMN212A/01) cont. Distribution Email can be forwarded at any time, to single or multiple recipients Interoffice envelopes are used when snail mail is forwarded to one person Circulation slips are used when attached to a document to which a number of staff will read Damaged or missing items need to be recorded in case of legal claims later on Suspicious items SHOULD NEVER BE OPENED! Report any items immediately to your supervisor.

7. 9-7 Copyright  2007 McGraw-Hill Australia Pty Ltd PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner Slides prepared by David Plowman Outgoing mail (BSBCMN212A/02) Outgoing mail reflects directly on the corporate image, so treat it with respect! Standard articles, use Aust. Post gauge Non-standard articles need special consideration Mail needs to be collected from all departments by a set time, usually 4.00 pm Letters being sent to clients should be checked for number of pages and attachments before being enveloped Address should correspond with AP standards Documents should be folded correctly, e.g. A4 documents folded twice

8. 9-8 Copyright  2007 McGraw-Hill Australia Pty Ltd PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner Slides prepared by David Plowman Outgoing mail (BSBCMN212A/02) cont.

9. 9-9 Copyright  2007 McGraw-Hill Australia Pty Ltd PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner Slides prepared by David Plowman Outgoing mail (BSBCMN212A/02) cont.

10. 9-10 Copyright  2007 McGraw-Hill Australia Pty Ltd PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner Slides prepared by David Plowman Outgoing mail (BSBCMN212A/02) cont. Packaging outgoing mail Padded bags have a bubble lining Tough bags are more durable than padded bags Expandable tough bags Mailing boxes for extra protection Special purpose boxes for CDs and DVDs, wine and posters Mailing tubes for drawings and large posters

11. 9-11 Copyright  2007 McGraw-Hill Australia Pty Ltd PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner Slides prepared by David Plowman Outgoing mail (BSBCMN212A/02) cont. Preparing to dispatch mail can speed delivery by: Sorting letters into post codes Lodging a consignment directly across the post office counter Bundling letters into lots of 50 or 100 and using the free AP labels Preparing a mailing statement. Being aware of environmental issues –Reuse Postpak envelopes –Use of interoffice envelopes –Shred unused paper for packaging

12. 9-12 Copyright  2007 McGraw-Hill Australia Pty Ltd PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner Slides prepared by David Plowman Outgoing mail (BSBCMN212A/02) cont. International parcels must not be used for prohibited articles; contents should be checked first Franking machines are used for imprinting prepaid postage directly on envelopes without stamps Postage-prepaid envelopes are excellent for bulk mail-outs and require no stamp, weight or franking Express Post envelopes and satchels come in many useful sizes Outgoing mail can be made more secure through registration or certification of the letter/parcel

13. 9-13 Copyright  2007 McGraw-Hill Australia Pty Ltd PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner Slides prepared by David Plowman Urgent deliveries (BSBCMN212A/03) Several options exist to save your job! Email or fax, so long as it is a letter with or without attachments Messenger Post (AP) delivery of documents or packets within one to two hours, metro areas Hand delivery, only when extremely urgent and confidential, go by taxi with a passenger Courier service, bulky items or important documents can be delivered door to door by this means All ways remember, cost vs. urgency!

14. 9-14 Copyright  2007 McGraw-Hill Australia Pty Ltd PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner Slides prepared by David Plowman Electronic mail (BSBCMN212A/04) Basic concepts A local area network (LAN) is intra-office and does not connect with the Internet (www) A wide area network (WAN) may be intra-office but more likely to be Internet connected All email systems require a host computer which stores email and account details. The host also allows for individuals to send messages to one another Your average desktop computer must have client software loaded to allow it to ‘talk’ to the host computer. Microsoft Outlook is one example A fax machine is another example of electronic mail technology and only requires a simple telephone line

15. 9-15 Copyright  2007 McGraw-Hill Australia Pty Ltd PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner Slides prepared by David Plowman Electronic mail (BSBCMN212A/04) cont. Advantages Person to person Attachments can include documents, pictures, audio and video files Reply at receiver’s convenience Printed copy if required for records Can be sent or received wherever a computer can be connected to the Internet, thus truly mobile form of communication Information can be shared by a large number of people through common files and threaded discussions

16. 9-16 Copyright  2007 McGraw-Hill Australia Pty Ltd PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner Slides prepared by David Plowman Electronic mail (BSBCMN212A/04) cont. Your email address There are many formats, but in business it is common to use part of your name followed by the company address E.g. davidp-oa@nmit.vic.edu.au First name Dept name Firm’s name State Domain.com = business.edu = education.gov = government.org = not for profit Country

17. 9-17 Copyright  2007 McGraw-Hill Australia Pty Ltd PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner Slides prepared by David Plowman Electronic mail (BSBCMN212A/04) cont. Using your email account Always do a spellcheck Check that the address you are sending the message to is correct (proofread very carefully) Always wait a few minutes after sending a message, then check to see if it hasn’t been returned due to an incorrect address Create a set of folders in your account that parallels your hard copy files and store emails in their appropriate folders Keep your address book up to date, adding new entries as you receive them

18. 9-18 Copyright  2007 McGraw-Hill Australia Pty Ltd PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner Slides prepared by David Plowman Electronic mail (BSBCMN212A/04) cont. Using your email account Never open junk mail (mail from any source that you cannot identify) When attaching a file(s) to any message be aware that there may be bandwidth (file size) limitations at either end and that files can be returned unsent Always have a current virus program installed on your computer Be aware that there is a lack of privacy on any email and when working online generally Sensitive corporate information may have to be encrypted before being sent over the Internet

19. 9-19 Copyright  2007 McGraw-Hill Australia Pty Ltd PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner Slides prepared by David Plowman Summary Emails may be internal (LAN connected) or external to the WAN through a service provider (ISP), e.g. Primus, Telstra Big Pond. To access your email account you will need to have a current ID and password. You should treat your work email account exactly like a ‘hard copy’ filing system, i.e. creation of similar folders to archive messages. Letters and parcels sent through the post are subject to size, weight and contents restrictions. There are many ways to send documents to customers, but always remember cost vs. urgency.