1. Outcome 3

2. Mail received in the organisation must be dealt with promptly so that others in the organisation are able to start their day’s work
Mail room staff often begin work earlier that others
If mail is not received early enough by using normal mail delivery by postman, the organisation may rent a post-office box
This allows the organisation to uplift their mail at any time during the day

3. How do we deal with incoming mail?
Open mail (not private, personal or confidential)
Remove contents
Date-stamp mail (do not cover anything important)
Make copies of documents to be seen by more than one person or use a circulation slip
Check and attach enclosures
Sort mail into departments
Mail is then collected by departments (at certain times) or
Delivered to individual departments

4. Main equipment in an incoming mail area
Letter opener
Date stamp
Photocopier
Mail trolley for delivering to departments
Shredder
Pigeon holes/trays for each person/department

5. How do we deal with Outgoing Mail?
Collect mail from departments or
Staff deliver mail to mail room by a specified time
Check that enclosures have been included, that the letter is signed and that the address on the envelope matches the inside address on the letter

6. How do we deal with Outgoing Mail (2)?
Fold and insert letters into their envelopes
Seal envelopes
Weigh letters or parcels
Stamp or frank envelopes/parcels
Record value of postage
Sort mail into First Class, Second Class and Special Delivery

7. Special Category Mail Branch Direct Business Collection Business Reply
Cash on Delivery
Certificate of Posting
Freepost

8. Special Category Mail (2)
Post Office box
Recorded Signed For
Redirection Service
Sameday
Special Delivery

9. Main equipment in an outgoing mail area
Folding and inserting machine
Letter and parcel Scales (manual or electric)
Franking machine
Sundries eg stapler, punch, string, tape and scissors

10. FILING

11. Information must be:
Kept Tidy
Kept Safe
Stored in an accessible place
Able to be found easily and quickly when needed

12. Quick and simple to use
Does not take up too much space
Able to meet future needs
Located in a convenient place
Documents should be safe and tidy

13. Methods of Filing
The method of filing used will depend on the type of organisation and the type of document to be filed.
Methods include:
Alphabetical – most common method
Numerical – Banks file by customer account number
Geographical – British Gas/Scottish Power may file records by area
Subject – Libraries and Book Shops

14. Filing Terms Release Symbol Cross-reference cards Out cards
Miscellaneous File
Pending Papers

15. Filing Procedures
Check staff out trays for documents bearing a release mark
File regularly
Pre-sort the documents for filing
Take each section in turn, place the documents in the appropriate file
File papers in chronological order

16. Customer, supplier and employee details can be held electronically on a database such as MS Access
Interrogation
Space saving
Saving paper
Integration
Improved presentation
Easy to amend
Sort order
Improved accuracy

17. In offices many different types of documents have to be copied
This is called REPROGRAPHICS

18. Reprographic Tasks:
Making copies of letters, reports, catalogues, posters brochures and booklets
Collating and binding pages together
Laminating – covering pages of booklets and posters to make them hard wearing

19. REPROGRAPHICS EQUIPMENT
Photocopier
Collator
Laminator
Binder
Scanner
Printer

20. Features of a Photocopier
Provides exact copy of a document
Copies are produced quickly
Copies can be made onto card, paper, OHP transparencies
Documents can be fed in quickly

21. Features of a Photocopier cont.
Copies can be made in various sizes A4, A3
Copies can be made back-to-back
Documents can be collated
Original can be enlarged or reduced

22. Features of a Photocopier cont.
Some photocopiers can staple documents
Can be adjusted for light/dark copies
Can produce colour copies using a colour copier
Some photocopiers require an ID code before use

23. Collator Puts together pages of a multi-page document
Often linked to a photocopier so that pages of a long document can be printed off, stacked, then collated into order ready for stapling or binding

24. Laminator
A machine used to heat seal documents inside a plastic coating
Useful for producing posters, Staff ID’s

25. Binder A binder is a machine which holds the pages of a book together
A Comb Binder puts a plastic spine on the book
A Thermal Binder uses heat to fasten an adhesive spine to the book

26. Scanner
A scanner produces an exact copy of a document or graphic for storage on a computer
2 types - Hand-held and a flatbed scanner

27. Printer Used to print off copies of documents held electronically
Used to print one master copy which would then be photocopied to produce multiple copies
Toner cartridges can be expensive

29. Keyboarding
Answering the telephone
Filing
Handling Mail

30. Pleasant and polite
Neat and well presented
Knowledgeable about the organisation
Patient, calm and able to cope under pressure
Able to get on well with people at different levels
Good communication skills

31. In either case: Check the appointments book
Contact the member of staff the visitor wishes to see
If available, direct to the appropriate member of staff/office
If delayed, ask the visitor to take a seat/refreshment
In either case:
Ask visitor to sign the Visitors’ Book
Issue visitor with a security pass

32. The Appointment’s Book is prepared in advance and will contain the following details:
Names of expected callers (in chronological order)
Time they are due to arrive
With whom they have an appointment
Reason for the visit eg interview
Visitor’s pass number

33. Contact the member of staff the visitor wishes to see
To arrange another appointment
If another member of staff could help
If unavailable ask them:
Issue a visitor security pass
Direct to the appropriate member of staff/office
If available:
Since this visitor is not in the Appointments Book he/she must be recorded in the Register of Callers/Visitors’ Book

34. The Register of Callers/Visitors’ Book will contain the following:
Date
Name of caller, company address and telephone number
Who they are visiting
Time they arrived
Time they left
Visitor’s pass number
Car registration number (if applicable)

35. An organisation chart shows visitors and staff the relationships between individuals eg
The chain of command
The span of control
Who is responsible to whom

37. Employee Names
Job Titles
Room Numbers
Groupings within the organisation
Photographs
Telephone Numbers

38. Employees can see an overall picture of the organisation.
The position of the employees within the organisation.
Lines of communication flowing up and down the organisation.
Lines of authority - managing director to departmental manager.
Lines of responsibility - sales director in charge of the work of the sales manager.

39. Organisations must communicate information efficiently.
Information should flow up and down the organisation.
The more levels the more chance of information breaking down.
Board of Directors
Managing Director
Sales Director
Sales Manager

40. Line relationships in an organisation show those employees who are in charge of the work of other members of staff.

41. This section of chart shows the following line relationships
Chief Executive -Finance Director
Finance Director -Cost Accountant
Cost Accountant -Senior Accounts Assistant
Senior Accounts Assistant - Accounts Assistant
Line Relationship

42. Lateral relationships exist in organisations where members of staff are directly responsible to the same immediate supervisor or manager.

43. The Chief Executive is directly responsible for 3 members of staff.
The lateral relationship exists between the Finance Director, Marketing Director and Human Resources Director.
All have the same level of responsibility.
Lateral Relationship

44. Features: Finds appropriate slots for appointments automatically
Sets reminders for regularly occurring meetings or important appointments
Can access several diaries at once to schedule a time for appointments
Files can be directly linked to database files to provide more information quickly

45. Advantages:
The receptionist is able to access others’ diaries to check for expected callers
If appointments overrun or are changed, amendments can be easily made by any user, thereby keeping the receptionist informed of the changes automatically
Maintaining the diary is much quicker than manually skimming through the pages of a paper-based diary to find an available appointment for an unexpected visitor