1. Chapter 7 Processing Mail

2. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 2 Processing Mail Handling E-Mail Handling Traditional Incoming Mail Handling Outgoing Domestic Mail International Mail Office Equipment International Holidays and Mail Services

3. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 3 Handling E-Mail Tips for Handling E-mail E-mail Etiquette Ethical Issues Regarding E-mail

4. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 4 E-Mail—Tips Check messages frequently Respond to messages immediately Sort and delete messages regularly

5. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 5 E-Mail—Etiquette/Netiquette Never send anything you don’t want made public Address receiver by name in opening sentence Reread message before sending Use spell-checker Keep message concise

6. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 6 E-Mail--Etiquette (continued) Use capital letters sparingly Include original message in replies or forwarded messages to eliminate need to summarize what has been written Always get writer’s permission before forwarding or posting e-mail message Post only messages pertinent to members of group

7. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 7 E-Mail—Ethical Issues Employers have reasons for monitoring employees’ computer activity Maintain organization’s reputation Improve employee productivity Increase security Prevent employee disclosure of trade secrets/other confidential information

8. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 8 E-Mail—Ethical Issues (continued) Employees’ concerns include Privacy issues Long hours at work and need to communicate with others outside company

9. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 9 Handling Traditional Incoming Mail Sort Open Inspect contents Register special mail Date-time stamp Read and annotate Present mail Handle packages, publications, and advertisements Distribute mail Answer mail in manager’s absence

10. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 10 Handling Traditional Incoming Mail—Sort Sort by groups: Mail sent with urgency Letters, including bills and statements Interoffice mail Personal mail Newspapers and periodicals Booklets, catalogs, etc. Packages

11. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 11 Handling Traditional Incoming Mail—Open Mail Assemble supplies: Opener, date stamp, paper clips, tickler file, To Do list, and pencils If envelope opened by mistake, seal and write “Opened by mistake” and initial; then distribute to addressee Establish preferences for handling “Personal and Confidential” mail with manager

12. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 12 Handling Traditional Incoming Mail— Inspect Contents Keep envelopes until information is accounted for Check for address and signature of sender, date, and enclosures If document is not dated, write postmark date and staple envelope to back of letter Attach enclosures: Staple if same size or larger Use paper clips if staple would damage

13. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 13 Handling Traditional Incoming Mail—Register Special Mail Mail register provides a record of special mail, including insured and registered mail and packages Form should include: Date and time received Sender’s name Recipient’s name Type or description

14. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 14 Handling Traditional Incoming Mail— Date-Time Stamp Time of arrival of certain correspondence has legal significance Received in time for cash discount? Received in time for bid openings? Typically, date-time stamp all incoming mail Stamp correspondence in white space at upper left, right, or top edge Stamp booklets, catalogs, etc. on either front or back cover

15. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 15 Handling Traditional Incoming Mail— Read and Annotate Know what manager wants: Does he/she want you to underline key words and dates, and write marginal notes? Keep alert to things that Contain date of appointment Mention report being mailed separately Confirm phone conversation Request decision that cannot be made until additional information is obtained

16. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 16 Read and Annotate Mail (continued) Annotate Use small handwriting Make notes brief Reasons for annotations

17. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 17 Handling Traditional Incoming Mail— Present Mail Process mail quickly Place urgent mail on top and least urgent items on bottom Protect manager’s privacy Place mail so it is not visible to others Place confidential items in large envelope or folder

18. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 18 Handle Traditional Incoming Mail— Packages, Publications, and Ads By Mail Packages receive priority over periodicals, newspapers, and advertising materials Packages with letters enclosed are processed with important mail Give new items to manager Store regular supplies

19. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 19 Handle Packages, Publications, and Ads By Mail (continued) Unwrap newspapers; try to flatten them Affix routing slip If manager reads these first, place his/her name at top of list Give manager opportunity to read advertising materials

20. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 20 Handle Packages, Publications, and Ads By Mail (continued) Determine which advertising materials, catalogs, etc. should be kept, discarded, or shared Replace old advertising materials and catalogs with new ones If you keep many catalogs, set up filing system

21. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 21 Distribute Mail Managers distribute mail to others to: Obtain information so he or she can reply Ask someone else to reply directly Keep others informed Procedures to follow

22. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 22 Answer Mail in Manager’s Absence Abide by manager’s preference Typically, if only gone one or two days, set mail aside If urgent correspondence, call or e-mail manager Organize business mail in folders Forward mail that requires immediate action to person designated Respond to letters you can answer

23. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 23 Handling Outgoing Domestic Mail Formats Classes of Domestic Mail Extra Services Special Situations Basic Bulk Mail Dangerous Goods Other Domestic Delivery Services Tracking Mail

24. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 24 Handling Outgoing Domestic Mail Steps in preparing items Review documents for signatures and enclosures Verify inside address with envelope address Determine most accurate way of mailing item if needed Presort mail Outgoing mail divided into two classes Domestic International

25. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 25 Handling Outgoing Domestic Mail--Formats (continued) ZIP + 4—identifies geographic segment within five-digit delivery area Locate ZIP + 4 by searching Internet for ZIP code lookup Two-letter abbreviations

26. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 26 Handling Traditional Outgoing Mail— Classes of Domestic Mail First-Class Mail® Priority Mail ® Express Mail ® Parcel Post ® Bound Printed Matter ® Media Mail ® (Book Rate)

27. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 27 Handling Traditional Outgoing Mail— Extra Services Certificate of Mailing Certified Mail™ Collect on Delivery (COD) Delivery Confirmation ™ Insured mail-Purchased at PO or Online Money Orders Registered Mail™ Restricted Delivery Return Receipt Return Receipt for Merchandise Signature Confirmation ™ Special Handling

28. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 28 Handling Traditional Outgoing Mail— Special Situations Know what to do to: Change of address Recall mail Return undelivered mail

29. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 29 Handling Traditional Outgoing Mail— Basic Bulk Mail Used to describe presorting mail Visit USPS Web site

30. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 30 Handling Traditional Outgoing Mail— Dangerous Goods Prohibited from being mailed both domestically and to points outside of United States Articles or substances listed could be dangerous to postal workers and postal equipment, or could damage other mail Explosives Flammable items Radioactive materials Gases, oxidizers, organic peroxides Corrosives Toxic and infectious substances Asbestos, air bags, dry ice

31. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 31 Handling Traditional Outgoing Mail— Other Delivery Services Provide pick-up and drop-off services Emery Air, UPS, FedEx, Purolator Courier Corporation Online service provides forms and tracking procedures Private Companies Mail Boxes Etc.

32. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 32 Handling Traditional Outgoing Mail— Tracking Mail USPS and other delivery services provide online tracking systems On Web site, enter label or receipt number and follow directions

33. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 33 International Mail USPS—International Mail Manual (IMM) Policies, regulations, and procedures

34. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 34 International Mail—Special International Services USPS offers Expedited Services Standard Services Volume Mailing Service Certified and COD services are not available for international mail Other delivery services include DHL, UPS, and FedEx

35. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 35 International Mail—International Postage Be sure mailroom has current postage information for all countries Be sure information is clearly posted, so anyone can calculate the correct postage

36. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 36 Office Equipment—Postage Meters Postage added automatically to envelope or package Procedures

37. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 37 Office Equipment— Postage Meters (continued) Advantages Mail need not be canceled or postmarked by post office Sent directly for sorting Allows receiver to track actual time, date, and place where processing occurred May be dispatched slightly sooner than mail that must be canceled at post office Convenience of not using stamps Apply exact postage needed

38. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 38 Office Equipment— Postage Scales Show weight and amount of postage required

39. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 39 Office Equipment— Postage Price Calculation Use postage calculation link on USPS Web site From Web site, print postage

40. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 40 Office Equipment—Fax Copies and transmits documents over telephone lines to corresponding remote fax machine To send or receive a fax from your computer, use fax software

41. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 41 Office Equipment—Fax (continued) General procedures for sending Complete adhesive note or use transmittal form to show contact information of sender and recipient Place document in fax unit (face up or down?) Dial fax number; if sending long-distance, enter LD access code Press Send button

42. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 42 Office Equipment—Fax (continued) Tips to establish guidelines—determine If message is appropriate for faxing If document is delivered by fax, type an appropriate notation on line below signature, such as “By fax” Appropriate cover sheet Guidelines for maintaining confidentiality How misdirected messages will be reported

43. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 43 Office Equipment—Scanners Used to input text and photographs Common types are Flatbed Sheetfed Photo Portable General Procedures

44. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 44 Office Equipment—Photocopiers Copier-based Printer-based All-in-one Size/purpose according to workgroup needs Personal Small to mid-size Department Production Considerations

45. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 45 Office Equipment— Photocopiers (continued) Tips Copy when you have several items Determine best times to use copier Keep track of monitoring device, such as a card or access code Plan ahead for copying needs Comply with Copyright Act Turn on “Power Down” mode when you have finished

46. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 46 International Holidays and Mail Services Holidays celebrated each year change from year to year Countries with diverse populations may practice over ten major religions Before mailing or faxing important documents: Check out country’s schedule of holidays Use Internet and access search tools for current list of holidays