student workbook - cheryl price · alphabetic classification system ... establishing filing...

Unit 121 (V6) Demonstrate and apply knowledge

of office equipment and administration processes

Easy to follow

Step-by-step instructions

Covers Unit Standard Criteria

A Cheryl Price Publication

Student Workbook

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Unit Standard 121 (Version 6) Demonstrate and apply knowledge of office equipment and administration processes This book covers the course outline for the following New Zealand Qualifications Authority Unit Standard:

Unit Standard 121 - BUSINESS ADMINISTRATION SERVICES (Level 2, Credit 5) Demonstrate and apply knowledge of office equipment and administration

processes (Version 6) All topics in this Unit Standard are included in the Student Workbook. Retrievable exercise files are used with this book. These will be made available to you by your tutor. © Cherylprice.co.nz Limited, May 2012

Cheryl Price T.Dip.WP, T.Dip.T. ISBN 978-1-877562-27-3

Disclaimer All rights reserved. No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, scanning, recording, or any information storage and retrieval system, without permission in writing from Cherylprice.co.nz Limited. No patent liability is assumed with respect to the use of the information contained herein. While every precaution has been taken in the preparation of this book, the publisher and authors assume no responsibility for errors or omissions. Neither is any liability assumed for damages resulting from the use of the information contained herein.

PO Box 187 Phone: (09) 422 7230 Matakana Mobile: 021 715566 Auckland 0948 Fax: (09) 422 7236

Web address: www.cherylprice.co.nz Published in New Zealand

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Table of Contents Offices .................................................................................................................................... 1

What is an office? ............................................................................................................... 1 Who works in an office? ...................................................................................................... 1

Receptionist .................................................................................................................... 1 Word processing operator ............................................................................................... 1 Office clerk ...................................................................................................................... 1 Office manager ............................................................................................................... 1

Office Administration Processes ............................................................................................. 2 What happens in an office? ................................................................................................ 2

Office Requirements ............................................................................................................... 3 Where to find information on your office’s requirements ..................................................... 3

Mail Handling .......................................................................................................................... 3 Filing ...................................................................................................................................... 4

Active and archived files ..................................................................................................... 5 Customer Services ................................................................................................................. 5 Security of Office, Resources, Visitors and Information .......................................................... 6 Health and Safety in the Office ............................................................................................... 6 Office Equipment .................................................................................................................... 7 Providing Clerical Services ..................................................................................................... 7 Telephone Systems ................................................................................................................ 9

Types of phone and message service .............................................................................. 10 Single landline .............................................................................................................. 10 Multiple landlines and extensions ................................................................................. 10 Mobile (or cell) phones .................................................................................................. 10 Answer machines, Call Minder and Voice Mail ............................................................. 11

Answering Calls .................................................................................................................... 12 Before answering a call .................................................................................................... 12 Good telephone technique ................................................................................................ 12 Suggested phrases for telephone operators ..................................................................... 13 Common irritants .............................................................................................................. 15

Processing Telephone Enquiries .......................................................................................... 15 What does the caller want? ............................................................................................... 16 Equipment required by telephone operators ..................................................................... 17

Taking and Relaying Messages ............................................................................................ 19 Transferring Calls ................................................................................................................. 21 Office Equipment .................................................................................................................. 22

Finding information on office equipment ........................................................................... 22 People .......................................................................................................................... 22 Books and manuals ...................................................................................................... 22 Training courses ........................................................................................................... 22 Walls and noticeboards ................................................................................................. 22

Photocopiers ........................................................................................................................ 23 Digital copiers ................................................................................................................... 23 Other forms of copier ........................................................................................................ 23 Copier features ................................................................................................................. 24 How to make a photocopy ................................................................................................ 24 An A to Z of photocopier terms ......................................................................................... 25 Materials ........................................................................................................................... 26 Troubleshooting ................................................................................................................ 26 Copier maintenance.......................................................................................................... 27 Ethical considerations and control systems ...................................................................... 27

Other Office Equipment ........................................................................................................ 28 Fax machine ..................................................................................................................... 28

Preparing a fax ............................................................................................................. 28 Sending a fax ................................................................................................................ 28

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Laminator ......................................................................................................................... 29 Roll laminator ............................................................................................................... 29 Pouch laminator ........................................................................................................... 29 Cold roll laminator......................................................................................................... 29

Scanner ............................................................................................................................ 30 Paper shredder ................................................................................................................ 30 Data projector ................................................................................................................... 31 LCD projector ................................................................................................................... 31 Label writer ....................................................................................................................... 31 Guillotine .......................................................................................................................... 32 Binder ............................................................................................................................... 32

Thermal binding ............................................................................................................ 32 Comb binding ............................................................................................................... 32

Calculator ......................................................................................................................... 33 Filing equipment ............................................................................................................... 33

Metal filing cabinets ...................................................................................................... 33 Commercial shelving .................................................................................................... 33 Horizontal plan file cabinets .......................................................................................... 34 Mobile high-density shelving ......................................................................................... 34 Horizontal or vertical carousels ..................................................................................... 34 Rotary files ................................................................................................................... 34

Miscellaneous Small Items of Equipment ............................................................................. 34 Miscellaneous Small Items of Equipment ............................................................................. 35

Hole punch ....................................................................................................................... 35 Footrest ............................................................................................................................ 35 Copy holder ...................................................................................................................... 35 Stapler .............................................................................................................................. 36 Staple remover ................................................................................................................. 36 Letter opener .................................................................................................................... 36 Sellotape dispenser .......................................................................................................... 36

Providing Good Customer Service ....................................................................................... 37 Greeting customers .......................................................................................................... 37

Be prompt ..................................................................................................................... 37 What your face says ..................................................................................................... 37 What to say .................................................................................................................. 37 Your voice .................................................................................................................... 38

Identifying what customers need ...................................................................................... 38 Closed questions .......................................................................................................... 38 Open questions ............................................................................................................ 39

What help will customers need? ....................................................................................... 39 Arranging appointments................................................................................................ 39 Giving information about the company .......................................................................... 39 Giving information about products or services .............................................................. 39 Giving general information ............................................................................................ 40

Are you able to help the customer? .................................................................................. 40 Dealing with the customer yourself ............................................................................... 40 Referring customers ..................................................................................................... 41 How to refer customers ................................................................................................ 41

Email ................................................................................................................................ 41 Receiving and relaying emails ...................................................................................... 42 Good practice when writing email messages (‘Netiquette’) ........................................... 42 Security ........................................................................................................................ 42

Handling Mail ....................................................................................................................... 43 Office requirements and administrative processes ........................................................... 43

Processing Inwards Mail ...................................................................................................... 44 Inwards mail - office requirements .................................................................................... 44 Receiving inwards mail ..................................................................................................... 45 Processing inwards mail ................................................................................................... 46

Opening the mail .......................................................................................................... 46

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Checking the mail when first opened ............................................................................ 46 Recording information from mail received ..................................................................... 47 Sorting and distributing mail received ........................................................................... 48

Receiving and relaying hand-delivered messages ............................................................ 48 Processing Outwards Mail .................................................................................................... 49

Classifying mail for posting ............................................................................................... 49 Calculating postage .......................................................................................................... 50 Recording information ....................................................................................................... 50 Envelopes ......................................................................................................................... 51

Addressing envelopes................................................................................................... 51 Sending external mail ....................................................................................................... 53

Processing Internal Mail ....................................................................................................... 54 Processing Internal Mail ....................................................................................................... 55

Memos ............................................................................................................................. 55 Delivering memos ......................................................................................................... 56

Specialist internal mail – Inter-office mail .......................................................................... 56 Filing Systems ...................................................................................................................... 57

Office requirements for filing ............................................................................................. 57 Requirements of a filing system ........................................................................................ 57 Classification systems ...................................................................................................... 57

Alphabetic classification system .................................................................................... 58 Numeric classification system ....................................................................................... 60 Alphanumeric classification system............................................................................... 61 Geographic classification system .................................................................................. 61

Preparing documents for filing .......................................................................................... 62 Sorting documentation .................................................................................................. 63 Computer filing ............................................................................................................. 63 Moving files around the office ....................................................................................... 63

Maintaining Security of information ....................................................................................... 65 The Privacy Act 1993 .................................................................................................... 65 Security of information sources ..................................................................................... 66

Storage and disposal of confidential information ............................................................... 67 Storage ......................................................................................................................... 67 Information disposal ...................................................................................................... 68

Maintaining Security of Resources, Staff, Visitors and the Office Environment ..................... 69 Access to the office .......................................................................................................... 69

Access to physical resources ........................................................................................ 69 Security of staff ................................................................................................................. 70

Screening and supervision of visitors ............................................................................ 70 Visitors register ............................................................................................................. 70

Maintaining a Healthy and Safe Office Environment ............................................................. 71 Room temperature ............................................................................................................ 71 Humidity ........................................................................................................................... 71 Ventilation ......................................................................................................................... 71 Noise ................................................................................................................................ 72

People .......................................................................................................................... 72 Machinery ..................................................................................................................... 72 External noise ............................................................................................................... 72

Lighting ............................................................................................................................. 73 Prevention of accidents and injuries ................................................................................. 73 First aid facilities ............................................................................................................... 75 Emergency procedures ..................................................................................................... 76 Workstation design and location ....................................................................................... 76 Ergonomics ...................................................................................................................... 76

The office desk ............................................................................................................. 76 The office chair ............................................................................................................. 76 VDU monitor ................................................................................................................. 77 Mouse ........................................................................................................................... 77

Clerical Services ................................................................................................................... 78

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Making appointments ....................................................................................................... 78 Computerised diary systems ........................................................................................ 79

Managing communications ............................................................................................... 80 Giving information in person ............................................................................................. 81 Giving information in writing ............................................................................................. 81

Be clear ........................................................................................................................ 82 Be concise .................................................................................................................... 82 Check spelling and grammar ........................................................................................ 82 Use a polite tone and an appropriate style .................................................................... 82 Be accurate .................................................................................................................. 82 Meet the deadline ......................................................................................................... 82

Information processing ..................................................................................................... 83 Collating, classifying and dealing with information ........................................................ 83 Recording information .................................................................................................. 83 Processing and recording numerical data ..................................................................... 84

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High School Student Workbook

© Cherylprice.co.nz Limited US121 v6 1

Offices

What is an office? An office is a general term meaning a ‘place of business where professional or clerical duties are performed’. To name but a few examples: a law firm, a real estate agency, a public relations firm and a publishing company are all offices.

To be efficient and effective, employees in an office must successfully manage information related to that particular business’s transactions using various administration processes and equipment which we will discuss in this workbook.

Who works in an office? The roles of office staff will vary depending on the size and type of business. Descriptions of some office personnel are as follows.

Receptionist A receptionist is normally the first person a customer/visitor is greeted by and sits near the entrance of the office. Responsibilities include greeting people, answering the telephone, sending faxes, typing general correspondence, filing. Duties will vary depending on the size and type of business.

Word processing operator A word processing operator processes correspondence such as letters, emails, faxes, reports, newsletters, etc. The role may also include creating presentations and the input of accounts using a spreadsheet program.

Office clerk The duties of an office clerk may include accounts, filing, updating databases, maintaining records, etc.

Office manager An office manager oversees duties performed in the office by junior staff. They also usually set up and oversee procedures for the processing of information within the office. Other duties may include the hiring of office staff, the layout of the office, establishing filing procedures, management of office equipment and furniture, placing stationery orders, etc.

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2 US121 v6 © Cherylprice.co.nz Limited

Office Administration Processes

What happens in an office? Even from the short list of examples given above, it can be seen that many different individual tasks must take place in an office in order to successfully manage the business. One thing all these businesses have in common is that the office provides a location where business information can be received or sent from, whether that be by post, telephone, fax, email or some other method.

Each type of office processes information that is specific to their particular line of work. For example, a law firm will receive instructions from clients, that is, directions on how the client wants the firm to deal with its problem; a real estate agency will receive listings, that is, requests from property owners for the agency to market and sell their properties; a publishing company will receive manuscripts, that is, work by authors who hope that the company will publish and sell their book or article.

Administering all this information involves having and using efficient processes so that the business runs smoothly. In a busy office, new information will be received on a daily basis, so if the office staff do not have effective office administration processes in place to ensure that all information is dealt with in a timely and efficient way, valuable clients (and therefore income) will be lost.

In addition to the information that the office staff work with, the office itself must be administered efficiently.

Today, there is almost an unlimited number of businesses that could set up an office. Although the work will vary, and offices will do specialist work, all offices will perform the following general administration processes: • Mail handling • Filing • Customer services • Maintaining security of information and resources • Maintaining security of environment and visitors • Maintaining a safe and healthy office environment • Use of office equipment • Clerical services Exercise 1 (See page 1 of Student Exercise Book)

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Office Requirements In order to ensure that offices run smoothly and that the administration processes are carried out consistently (ie done the same by different people) and efficiently, offices usually develop their own requirements that state how their processes work and should be administered.

Where to find information on your office’s requirements Office requirements on various office administration processes could be found in any of the following places and documents.

• Guidelines • Quality assurance manual • Job descriptions • Employment contracts • Workplace manual or guide • Records management policy • Statements of objectives • Recommended procedures guide • Health and safety procedures • The organisation’s intranet

Mail Handling All organisations send and receive mail during the course of their operation. Mail is the principal way for organisations to conduct business and exchange information with other businesses and individuals. Because mail is so important, it is essential to the smooth running of any organisation that it is processed in a planned, disciplined and consistent way.

When written information is received in an office, the first step in managing it is to interpret it, ie to check what it is, what it relates to and who can most appropriately deal with it. This is usually the job of the staff member who opens the post or receives the fax or email. In an office there is usually someone, such as a receptionist, who has the task of receiving incoming mail, interpreting it and ensuring that it is relayed to the correct person.

There are various ways in which offices may create or receive written communications: hand-delivered messages, standard internal memos or inter-office mail and letters and other documents sent through the mail or by courier.

For example, an employee of the Inland Revenue Department will open the mail and separate mail to be dispatched to the different departments dealing with company tax returns, requests for general information, parental pay applications, complaints, GST returns, and so on. Their inter-preting of the information ensures that the forms are sent to the correct department to be dealt with.

Another example is a company that imports cars, which may receive information from manufacturers and wholesalers regarding a new car specification. This information would need to be forwarded in-house to sales representatives, and the marketing department.

Mail can be received from (or be sent to) someone or a business not connected to the office (which is called ‘external’ mail). Mail can also be circulated within the office itself (‘internal’ mail).

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Filing ‘Filing’ is the act of creating a bundle of related records kept together in order to provide complete and thorough information about a matter. This file will often cover events that happen over a period of time.

Filing is an important task in any office as it ensures that old and working documents can be retrieved from storage whenever they are needed. A misfiled document is often as good as lost, as it is very unlikely ever to be found and retrieved.

A lawyer for example will keep a file on Mr and Mrs Webb’s relationship property agreement when they get married. If the couple later buy a house, the lawyer will open a new file to cover their house purchase. A doctor will keep a file on Mr Webb containing his medical records, and a separate one on Mrs Webb, plus separate files on any children they have. An architect will keep a file on the development of a shopping arcade, and a separate file regarding the fit-out of an individual shop within that arcade.

A file ensures that whoever needs to work on the matter can feel confident that they have all the information to hand, and that they will not unnecessarily duplicate work. In all cases, files will contain every piece of documentation that has gone through the office regarding the matter. A file could include any of the following items.

• Contact details for all relevant parties

• Correspondence (letters, printouts of emails, internal memos)

• Notes of telephone calls held

• Minutes of meetings

• Copies of invoices issued or received

• Drawings and designs

• Referral letters

• Contracts

• Timesheets

• Results of investigations

• Relevant legal information

All these documents are put into a cardboard folder to keep them together, and then stored according to the office’s preferred filing system (eg alphabetically by client surname) in the available hardware (eg a filing cabinet). Alternatively an office may require that all paper documents are scanned into a computer and stored on an electronic file.

Exercise 2 (See page 1 of Student Exercise Book)

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Active and archived files Files remain ‘active’ while the matter is current (for example, while the Webbs’ house purchase is still going through, the file on the purchase is active). Active files are situated somewhere convenient to the team that is working on them. Once the matter has been completed (eg the contract for purchase is signed, the mortgage arranged, and money transferred), the file will be ‘archived’.

Since it is no longer needed on a regular basis, archives are usually in a far less accessible position, perhaps even offsite – this saves office space for more immediately useful material. In the event that the archived matter becomes active again or a closely related matter arises (say, the house turns out to be defective and the Webbs wish to sue the vendors), the file will be retrieved from the archive.

Customer Services Providing customer services is the action of supplying customers with what they need.

The following are examples of customer services.

• Greeting visitors • Dispatching a product • Referring customers to other people or services • Providing training in management skills • Setting up an account for a new customer • Checking the insurance form a customer has filled out and advising of any gaps • Responding to queries and complaints • Sending out an informational brochure … the list is endless! Any job that involves dealing direct with customers puts those employees into the front line of the organisation. This means that customer service staff are a direct link between the organisation and its customers – the people who keep it in business. Customer service staff may deal with customers face to face, on the telephone or via email.

Providing efficient customer service is important because if customers are not treated well, they may well take their business somewhere that will provide them with better service. If they decide not to come back, the organisation’s business will suffer because customers are the people who pay money for products and services. Therefore it is vital for all employees who deliver a service to customers to deliver it well, and keep the customers happy. Good communication is key to delivering good service.


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Security of Office, Resources, Visitors and Information When we talk about ‘security’ in an office, we could be talking about many different things.

The office itself must be kept safe, as must the people within it – both staff and visitors. In addition the information and resources that are stored within the office need protection.

Effective security measures to protect office staff and visitors, buildings, equipment and confidential information are essential to any business. Companies will implement their own policies and procedures to maintain security and confidentiality. These consist of rules and requirements that tell staff how to behave in certain situations where security, or confidentiality of information, could be compromised.

Security refers to precautionary measures taken to prevent unauthorised access to buildings, equipment or documents, which could lead to theft or damage; or to staff, which could lead to assault or abuse.

Confidentiality refers to information. If information is confidential, disclosure of it is prohibited to anyone other than authorised persons, for example Human Resources staff must keep wage levels and disciplinary matters confidential. There are also legal requirements for keeping personal information and companies’ policies and procedures must comply with these.

Health and Safety in the Office It is essential to establish and maintain a secure and healthy workplace to keep staff and visitors safe. As with other office administration processes, offices will implement their own policies and procedures to establish and maintain a safe and healthy workplace. These will contain rules that the organisation has laid down to say how things should be done. There are also legal requirements for keeping the workplace safe for employees and an organisation’s requirements must comply with these too.

If the working environment is pleasant and comfortable, it will help employees to fulfil their working obligations. Furthermore, if consideration is given to their health, employees are less likely to take time off due to eyestrain or injury.

When trying to achieve a healthy and safe office environment, consideration should be given to such factors as room temperature, ventilation, noise, lighting, accident hazards and workplace equipment – amongst other things.


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Office Equipment During the course of office work, staff will be required to use office equipment. The equipment staff might use today has changed immeasurably in most offices even compared to just 20 years ago, when for example, widescale use of computers and the internet was only really just beginning.

While telephones, photocopiers and fax machines have been around much longer than computers, even the way we use them is changing (cordless phones, cell phones, texting, voice mail, multi-functional machines (which are photocopiers, faxes, scanners all in one), etc). But office equipment is here to make our lives easier and staying up to date with technology and using the most appropriate equipment in the right way is therefore vital to ensure we do our jobs as best we can, within the constraints of our office budget.

Use of office equipment must of course be done in accordance with the office’s requirements. The office may, for instance, have cost-saving policies in place which dictate when documents can be printed in bulk and when they should be printed once and photocopied (the latter being perhaps cheaper). In addition there could be rules regarding when a colour printer or photocopier can be used, and when the cheaper black and white equipment must be used.

Providing Clerical Services Providing clerical services is a basic function of an office. The headquarters (or head office) of a large chain of supermarkets, for example, is where the central administration for the business is conducted from.

In this context, clerical services are defined as administrative procedures and systems such as word processing, information processing, managing files and records, stenography and transcription, and designing forms, etc. Today, clerical jobs almost always require some computer expertise. Clerical job titles will be those such as Cashier, Customer Account Representative and Area Customer Representative.

While other functions occur in offices, such as negotiating leases, doing the accounts, marketing, advertising, due to their more ‘high-powered’ nature (usually the employees doing these jobs have specific qualifications) these are termed professional rather than clerical functions.

The following are examples of clerical tasks. • Making appointments for other staff members. • Managing information, eg customer database. • Giving or sending out information. • Writing letters or other informational documents. • Information processing.

Exercises 5, 6, 7 (See page 2 of Student Exercise Book)

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Examples of clerical services that may be provided in specific types of offices are described below.

Law firms

• Processing and maintaining staff records. • Creating and updating files. • Organising domestic or foreign travel for senior staff. • Responding to basic or general correspondence and other information received. • Typing, photocopying and distributing contracts and other legal documents.

Distribution outlets

• Maintaining stock and customer records. • Reordering stock to ensure stock levels are satisfactory. • Keeping customers up to date with new products and prices.


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Telephone Systems Offices will have an appropriate number of phones and phone lines for the size of their business – this could be anything upwards from a single phone line.

Depending on the office, all phone calls may come into a central number to be answered by a dedicated staff member (who may or may not also have other duties), or staff may have direct lines so that people outside the organisation can call them direct without having to go through reception.

Any staff member who answers incoming calls should have knowledge of the specific telephone system used, and learn how to use that system – for example how to transfer calls to other staff members, how to put callers on hold, etc. Cutting callers off or ‘losing’ them in the telephone system is very frustrating for callers, and is bad for the image of the business.

Today, very large organisations often attempt to manage the huge volume of calls that they get by using recorded messages, and button prompt and voice prompt software (how often have you been told recently to “Press 1 for bookings, 2 for special offers, 3 for general enquiries” etc?). These systems can be helpful when the caller has a simple or common enquiry as they ensure that the caller is directed to the correct department immediately; however, such systems should always give the caller an opt-out (eg press 0 to speak to an operator) as callers who don’t find that any of the options match their query are likely either to hang up in annoyance or just to press a random button.

When callers are kept on hold they may be played a recorded message relaying basic information to callers (such as opening hours), which may answer their query and avoid them having to speak to anyone else. Alternatively music or the radio may be played to pass the time or advertisements (about upcoming products, for example) to further promote the organisation.

Because the person who answers the telephone is that caller’s first contact with the company, the office will lay down requirements about how telephone calls should be answered, and how queries should be handled.

This gives guidance to the telephone operators on how to do their jobs to show the organisation in the best possible light. To find these requirements, check with your supervisor, in your job description, or in a practice manual, etc.

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Types of phone and message service

There are essentially two types of phone – mobile phones, and phones connected to landlines. Mobile phones operate via a radio network or, in some cases, satellite systems. Landline phones are connected via metal wires or optical fibre.

Single landline

Small businesses and sole trader operations might have only one landline. Where there is more than one staff member, care should be taken not to be on the phone for too long and thus block other incoming or outgoing phone calls for an unreasonably long time. In home offices, the landline may be used for both business calls and personal calls (including those of other family members). If a separate business line cannot be installed, try to ensure that during ‘business hours’ the phone is answered in a professional manner with the name of the organisation being stated.

Multiple landlines and extensions

If there are several lines and phones, answering incoming calls can involve placing callers on hold or transferring them to other phones. How this is done depends on the individual phone system and the operator must have training in doing this before they attempt it with a real caller. Call-takers should have a list of internal numbers and names near the phone to enable transfers to be made to the correct person’s phone (called an extension) promptly. If the intended call recipient is not there to answer the call, they may have a personal ‘mail box’ to store a recorded message from the caller, or the operator should take the call back to offer to write down a message.

Telephones may be corded, ie physically attached by a cord to the telephone line, or cordless, which makes them more portable, though they still have to stay in range of the docking device that they normally sit on and which is plugged into the telephone line. The reception on cordless devices can be compromised if there is a lot of electronics equipment in the room.

Mobile (or cell) phones

Mobile phones have made a huge difference to telephone communications, particularly for staff who are not desk-based, like trades people such as plumbers, builders, electricians, delivery drivers, etc. Such workers can now contact and be contacted by clients wherever they happen to be working. Previously they may have had to either telephone in to the office from a telephone box occasionally to get their messages – or wait until the end of work hours to get messages left on an answer machine, which delay could sometimes result in losing business. Though mobile phones are convenient, there are still areas within New Zealand where reception is poor. In addition if the battery on the phone is running low it can be hard to hear callers.

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Mobile phones can be set up with answering and forwarding services. While the mobile phone is now regarded as an essential must-have by most business people, they can be intrusive as customers may expect to be able to get hold of their business contact at any time of the day or night. Care should be taken when answering a business call out of hours that the location is suitable (background noise from a crowded bar may not be appropriate!)

The battery that powers a mobile phone needs to be kept well charged, otherwise a telephone call could be cut off. To avoid this, many people carry reserve batteries for their mobile phones. An alternative is to carry a battery charger, which can plug into a car cigarette lighter to enable the phone to be used even when battery power is low.

Answer machines, Call Minder and Voice Mail

Businesses often use answer phones to help manage incoming calls, particularly those received out of normal business hours. Answer machines generally answer the call, play a recorded message to tell the caller who they have reached and the fact that no one can take their call, and then record the caller’s message, either onto tape or digitally.

Business answer phone messages should be clear, concise and specific. They may include a note of office hours or other general information. The caller should feel that they are welcome to leave a message and – most importantly – their message should receive a swift personal response when the office reopens.

Some answering systems such as Telecom’s Call Minder service will automatically switch calls to the answer phone function if the line is busy. Call Minder does not rely on the phone being plugged in or charged, so even if there is a power cut and the telephone is not working, Call Minder will still play the recipient’s message and record the caller’s message. A monthly charge is made by Telecom and added to the telephone account for this service. To retrieve calls, a number and password are dialled.

Messages can also be retrieved remotely, ie you do not have to be on the phone that was called to get messages left there. In addition, you can opt to have a text message sent to your mobile phone to alert you whenever someone leaves you a message in your Call Minder mailbox. After the message has been heard it can be saved or deleted.

Voice mail has been around since the 1980s. It is a centralised system of managing telephone messages for a large group of people. In its simplest form it mimics the functions of an answering machine, but uses a standard telephone handset for the user interface, and uses a centralised, computerised system rather than equipment at the individual telephone.

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Answering Calls Answering the telephone should not be regarded as an annoying interruption in the day’s work but as a vital link with your customers.

Remember that when dealing with customers and clients over the telephone, the caller relies on the sound of your voice and the quality of your response to make a decision about how good your company is.

Don’t fall into the trap of thinking that because the telephone is impersonal you can give bad service and get away with it. Give customers on the telephone as good a service as you would if they walked into the office.

Before answering a call Every telephone operator/receptionist needs to know:

• the names of all employees and where they work (eg from a staff list in very large organisations)

• staff members’ job titles and what their job involves

• how their work relates to other departments

• who has left the office and when they are due back

• who else can help until that person returns

• who is away sick or on holiday

• when staff movements take place, ie shifts to different departments

• whether meetings should be interrupted or messages taken.

Good telephone technique Answer the telephone promptly – ideally before the third ring. Leaving a phone to ring will

irritate your co-workers, gives the caller the impression that his/her call is not important to the organisation, and may mean you miss the call if it automatically goes to an answer machine after a certain number of rings, or the caller hangs up.

Answer the telephone as pleasantly as you would if you were face-to-face with the caller. If you are having a bad day this must not be made known to your caller.

Greet the caller. Say “Good morning” or “Good afternoon” first, because often the first words you say are not heard clearly.

State the name of the organisation clearly – a caller may be waiting to hear the name to confirm that they have called the right organisation, so don’t say it too fast.

State your name - callers like to know who they are talking to.

Offer to help, for example “How may I help you?”

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Speak clearly and distinctly (don’t rush your words), and don’t speak in a flat tone of voice.

Speak directly into the mouthpiece – don’t balance it on your shoulder.

Always be courteous and polite. Choose the right phrases, eg “May I have your name, please?” not “Who are you?”

Don’t use slang or jargon.

Don’t eat or drink while you are on the telephone.

Don’t speak to others in your office, or tap away on your computer, while you are speaking on the telephone.

Calls should end on a positive note. Thank the caller, let them know that their business is appreciated, and emphasise that you will follow up any requests made.

A typical response could be:

“Good morning, this is Milford Training Centre, Henry speaking. How may I help you?”

This is no one set way of answering every organisation’s phone calls. There will be many variations, and different businesses will have their own preferred method, which you should follow. Your office requirements documents will have information on your particular workplace’s preferences.

Suggested phrases for telephone operators

Answering an outside call Good morning .... [name of company + your name]

Before placing a call to an extension One moment please I’m about to transfer you ...

If an extension is engaged I’m sorry, the line is engaged, would you like to wait?

If the caller wishes to wait and the line remains engaged, keep the caller informed – say at least every half-minute

I’m sorry Mr/Mrs ...., The line is still engaged, do you wish to continue waiting, or may I take a message?

Finishing a call Thank you or Goodbye

If an extension does not answer, advise the caller that you are still trying

I’ll try again for you, Mr/Mrs ...

If there is no reply to a call I’m sorry there is no reply ... Could someone else help you, or may I take a message?

If you have to announce calls before extending to an extension

May I say who is calling, please?

Answering an internal call Operator [don’t say “Hello”, or “Who’s that?”]

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The following telephone conversations show good telephone technique. Some exercise questions follow these scenarios on the next page.

Conversation 1

Caller: May I speak with Janet Creele, please.

Operator: Certainly. May I ask who is calling please?

Caller: Amanda Kieran, I’m calling about a faulty dress that I bought from you.

Operator: Thank you, Amanda. Janet has now moved to Head Office, Pam Barnett is the manager here now. May I put you through to Pam?

Conversation 2

Caller: May I speak with the Accountant, please?

Operator: I’m sorry, she is on another call at the moment. Would you like to hold, or could someone else help you?

Caller: I just want to check what time we are meeting tomorrow.

Operator: Would you like to speak to her assistant who manages her diary?

Conversation 3

Caller: I need to speak to the chief vet, Jean, please.

Operator: I’m sorry, Jean is ill today and won’t be in. Could someone else help you?

Caller: No, I need to speak with Jean. Can I have her home phone number please?

Operator: I’m sorry, but surgery policy does not allow me to give staff home phone numbers. However, if you’d like to leave me your name and number I will ask Jean to call you back.

Conversation 4

Caller: Mark Jones, the marketing manager, please.

Operator: I’m sorry, Mark is out of town today. Could someone else help you?

Caller: Has he gone to Hamilton?

Operator: I’m not sure of his exact whereabouts. Would you like to speak with his assistant?

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Common irritants There are several things that can be very irritating to callers. You will probably have encountered them at one time or another. These include the following.

• Waiting a long time for the phone to be answered.

• Waiting a long time and then having someone answer only to say, “I’m just putting you on hold,” and leaving you listening to music. This is especially annoying if it is a toll call.

• Being disconnected before completing, or even starting, a conversation.

• Somebody answering the phone and saying that the person the caller wishes to speak to is on their way. The phone is then left lying on a desk for a long time leaving the caller with just background office noises to listen to.

• Being put through to the wrong extension with no way of getting back to the Operator.

• Being disconnected after being put through to an extension.

• Having to listen to a long, unhelpful answer phone message.

Processing Telephone Enquiries People telephone businesses for all sorts of reasons – it could be because they wish to place an order, want to speak with someone specific, have an enquiry or want to make a complaint. The person answering the phone has to listen to what the caller is saying so they can interpret the nature of the call correctly, and then act on it correctly.

Exercises 9, 10 (See page 3 of Student Exercise Book)


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What does the caller want? Many people ask to speak with “the Manager” when it would actually be more appropriate for them to speak with someone else in the company. If you use your communication skills effectively to find out what the caller wants, you can make sure that you help the caller as much as possible. For example, a client may ask to speak “with Sally Graham”. They may actually want to talk about the products that Sally deals with. If you find this out and Sally has now moved to a different department, you could offer to connect the caller to another person, eg

“Brian Smith is looking after that product line now. May I connect you to him?”

Always double check the information that you are given to make sure that you have heard it correctly.

The art of understanding a caller’s requirements is important in order to answer enquiries appropriately. When the phone is picked up, all focus must be on listening to the person at the other end and deciding what they really want. If you do not listen carefully, you may misinterpret not only the information but the intention behind it. An example of this is shown in the following situation where a customer telephones because he thinks he has been overcharged.

Operator: Good morning, Milford Training Centre, this is Henry speaking. How may I help you?

Caller: This is Bob Campbell, I think I’ve been overcharged, and if I don’t get the price reduced I’m sending the goods back.

Operator: I’m sorry, Mr Campbell, but if there is anything wrong with the goods we will be happy to replace them.

Caller: There is nothing wrong with the goods, it’s just that I have been overcharged and want a price reduction.

Operator: I’m sorry, but we cannot discount our goods, so if you are not happy with what you have been charged please return the goods and we will give you a refund.

Caller: Look, I want to keep the goods, but I think you have overcharged me!

Operator: I’m sorry, Mr Campbell, would you please send us the account and we will check it out. I’m sorry for this inconvenience.

The operator has made several mistakes:

Henry did not listen to what Bob Campbell had to say, nor the tone in which it was said. If he had been listening carefully, he would have realised that it was a mild complaint implying that the account needed to be checked. The words, “I think”, at the very beginning would suggest that Bob was not angry or accusing the company, or demanding to return the goods and get a refund (notice that the operator has said “I’m sorry” four times).

Lack of attention by the operator at the beginning aggravated the problem.

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Equipment required by telephone operators If you are handling telephone enquiries, you need relevant information and equipment to hand to enable you to answer queries correctly. The following is a list of necessary or helpful items.

• Pen and paper

• Telephone log Some businesses use telephone logs in which to record calls. These logs can be custom designed to suit the business. Every call is recorded and follow-up can then be carried out.

Telephone Log – Milford Training Centre Ltd

Date Time Person calling and contact details Action

• An up-to-date price list This is essential if handling queries regarding goods or services for sale. It is also useful to have information on discounts, specials etc.

• Calculator

• Appointments book If you are responsible for arranging meeting times an appointments book is crucial.

• Staff extension numbers and other useful phone numbers These are used if the enquiry needs referring to someone else. Care must be taken when giving out numbers to ensure that the Privacy Act is not being breached. Private telephone numbers and addresses of employees must not be given out over the phone unless the employees involved have given their permission.

• Procedural guidelines These are important to ensure that you always follow correct procedures when dealing with customers. For example, if orders are taken over the phone, having written guidelines will ensure that the process is completed correctly.

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• Reference materials Telephone directories

Personal telephone index

Company catalogues and literature

Organisational chart

Floor/office plan (for larger offices and manufacturing plants)

Travel timetables

Accommodation guides

Dictionary

Local map Different businesses will have varying needs and other items might be required. Being prepared in advance will help ensure your telephone conversations to run smoothly.

Checklist of points to remember when dealing with enquiries:

1 Stay polite and positive.

2 Be prepared for different types of enquiries by having the right tools and information at hand.

3 Listen carefully to what the caller has to say before responding.

4 Deal only with the enquiries that you are supposed to. Pass them on if they are out of your area of knowledge or capability.

5 Write down any relevant information and remember to return calls promptly, if required.

6 Record details of the call if a log is kept.

7 Try to keep the enquiries on track.

8 Follow up the call if necessary.

No matter what the call was about, people tend to remember bad things rather than good. The customer who rings up to complain and is not satisfied with the response they get will remember it and probably mention this to other people, this is despite the fact that they may have rung up many times in the past and been very satisfied with the service. Unfortunately, this is human nature. The only way to get around it is to make every telephone call a good one!

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Taking and Relaying Messages It is very important that messages are taken down correctly – whether they are for your own reference, or for other staff members.

Failure to write down a caller’s name or number correctly can cause embarrassment and could lead to a loss of business.

The first important rule of taking messages is to write everything down at the time of the call or to type the details into a computer messaging system. It is easy to believe that the message is safely in your head and then, just as you are about to pass it on, the telephone rings again and the message is forgotten.

Another reason for writing a message while the caller is still on the line is that it can be read back and checked to ensure that the details are correct. This is especially important regarding phone numbers and contact times. It is also very reassuring to the caller.

Hand-written telephone messages should be written legibly on a clearly identifiable form. There are many varieties of commercial telephone message pads available, or the business may have designed its own.

The following form covers all of the basic information required.

Telephone Message

Date ..................................................................

Message for ......................................................

Name of caller ..................................................

From company ..................................................

Contact details .................................................

...........................................................................

Time ...........................

Urgent

Action

Please phone

Will phone back

Message .........................................................................................................

........................................................................................................................

........................................................................................................................

........................................................................................................................

Received by ......................................................

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Details include:

• Date the call was received.

• Time of the call.

• Message to and from. The names of the intended recipient of the call, and of the caller. Ensure you have spelt the caller’s name correctly. Add their company details if appropriate.

• Contact details of the caller including phone number, fax number, or email address.

• Message. This should be written in detail and clearly.

• Urgency. Tick the box to indicate whether the call was considered urgent.

• Boxes to indicate action required. The appropriate box should be ticked. This will indicate the expected response or action required.

Telephone message pads can be carbonised so that when the original message is taken off a copy still remains. Often these are in book form. This is a precaution against messages being mislaid and also acts as a check of calls received.

Once the telephone message has been recorded, it needs to be passed on to the person concerned as quickly as possible. A large business may have pigeon holes, shelves, or a delivery system to in-trays within the office building. People handling messages for smaller businesses might hand over the messages personally.

Make sure that any message can be clearly seen and will not be hidden under the clutter of a person’s desk. However, also bear in mind that messages are often confidential and should be treated as such. If the material is sensitive, hand over the message personally or place it in an envelope or file, which is clearly marked for the attention of the person concerned.


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Transferring Calls Transferring calls can be one of the most complicated parts of handling a telephone system. First, it is important that you know how to use the system itself. If you are going to work with a telephone system, you will receive training on it. Ensure you get lots of practice, and ask questions and/or for more training/practice if you have any concerns about your ability to use of the system.

It is then important that you know how to interact with the caller and the recipient (person that you are transferring the call to) properly.

If you have to transfer the call, the caller should be advised that you will be placing them on ‘hold’. They should always be placed on hold if their situation is being discussed with a colleague. If this is going to take some time, ask if you can have the caller’s name and number to call them back later. Assure them that their call will be returned as soon as possible (and do it).

When there are several lines coming into the business, you may often be dealing with a number of callers at once. A note must be kept of who you are speaking with, which line they are on and the priority of the call. This requires careful handling to ensure that the right people are being transferred to the correct extensions.

The following points need to be considered when completing a transfer.

• The caller must be advised what you are doing If you have to transfer a call, ask for permission to put the caller on hold before doing so.

• Tell the recipient of the call who is calling Before transferring a call to a colleague, the reason for the call should be noted, and your colleague informed. This saves the caller from having to repeat the reason for their call and allows your colleague the opportunity to consider their response.

• Ensure that the person to whom the call is being transferred is the correct one Check with the person to whom you are proposing to put the caller through, that they do indeed deal with these types of queries. Being passed from department to department, with no one taking responsibility for their enquiry, is very annoying for a caller.

• If the recipient’s line is engaged keep the caller informed It is important to let them know if and why they can’t be put through immediately. Ask them what they wish to do – if they are very busy they may not wish to wait. They may be happy to be called back, in which case their details must be recorded as a telephone message.


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Office Equipment

Finding information on office equipment Before you begin using equipment be sure you are properly trained in its use and that you know what the office requirements are regarding its use. You are likely to find information on these requirements or on the equipment itself from the following sources.

People People such as supervisors, mentors, trainers and colleagues will provide information about policies and procedures for use of office equipment.

Your supervisor is the person responsible for coaching and developing you, so he or she will probably be your starting point. Some colleagues will also be able to help. Look for colleagues who have one or more of the following attributes.

• Skills and experience relevant to the task you are doing. • Responsibility for training you or providing you with information. • A helpful attitude.

A large organisation might employ trainers, librarians, information officers, or experts whose function is to assist other people to use equipment.

Books and manuals You will find books and manuals on equipment in the following places.

In the offices, or workspaces, of appropriate people. For instance, a guide to mending the printer is likely to be in the office of the IT Manager; a guide to fixing the air conditioning is more likely to be with the caretaker or office manager.

In shared spaces. There might be bookshelves in corridors, meeting rooms or the reception area, for information that lots of staff might need.

In the library. Some offices have their own libraries; if not visit the nearest public library, or a specialist library catering for your industry.

On the organisation’s intranet. More and more organisations are placing manuals and guide books on their intranet systems (which is like a private section of the internet).

Training courses For complex equipment it might be appropriate for you to take training to learn how to operate it properly. If your work involves safety hazards, such as working with heavy equipment, chemicals or medicines, it is particularly important that you are properly trained.

Walls and noticeboards Sometimes it’s easy to miss what’s in front of your eyes. To make information easy to find, some organisations pin it to the wall. Don’t forget to look at noticeboards to find guidelines and instructions. The instructions might be pinned to the wall near where the equipment is stored.

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Photocopiers Photocopiers are used in most offices for making copies of documents mechanically. Office staff use copiers daily and should be knowledgeable about copier categories, features, quality, maintenance, selection, and efficiency of use.

Copiers range greatly in features and capabilities. The following are some of the things that will be taken into consideration when a photocopier is bought.

• Volume of photocopying that can be accommodated

• Sorting, collating and stapling facilities

• Is digital copying supported

• Cost of machine, cost per copy, cost of supplies

• Whether access restrictions can be applied

• Colour capabilities

• Reduction/enlargement facilities

• Ability to produce double-sided copies

• Speed

• Ability to add tabs and covers

• Does the vendor carry parts for the brand?

• Does the vendor provide quick, reliable service?

• What is the cost of service (maintenance)? Is a service contract available? If so, how much does it cost?

Digital copiers There are various categories of copiers available – personal copiers, low-volume copiers, mid-volume copiers, and high-volume copiers. These divisions are based on the monthly copy volumes each copier can handle and the speed at which the copier operates. In the past, photocopying involved placing a hard copy directly onto a photocopier and pressing a button to copy it. Now, however, almost all new photocopiers are digital copiers, which means that they are capable of receiving input from other machines, so they can for example print direct from a computer. This is a far more convenient and efficient way to carry out photocopying.

Other forms of copier Multifunction peripheral: A multifunction peripheral is a machine that combines two, three, or four functions. Generally these functions are printing, faxing, copying, and scanning. Some advantages of the machines include space saved when one machine replaces four; productivity increased when users can execute functions directly from the computer; and cost savings as maintenance and supplies come from a single source.

Fax machine: Most fax machines can be used as copiers. If thermal paper is used, the copy quality will be poor as the print can fade. However, it can be a useful substitute for a proper copier in an emergency. More expensive plain paper fax machines allow good quality photocopying.

Printer: If few copies are needed of an electronic document (stored on computer or disk), it may be more time efficient simply to print the extra copies, though this can be slightly more expensive than photocopying.

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Copier features The following are some productivity-enhancing features that can be important to offices.

• Automatic document feeder – feeds a stack of up to 50 one-sided or two-sided originals.

• Automatic magnification selection – detects different size originals and adjusts automatically to copy them all onto a single paper size.

• Automatic paper selection – automatically creates a copy that is the same size as the original.

• Computer forms feeder – feeds unseparated computer paper continuously.

• Dual page copying – copies facing pages of a book or report onto a single sheet.

• Image editing – eliminates cutting and pasting by deleting sections of an original.

• Interrupt memories – allows a user to interrupt a long copy run for a quick copy without disrupting the original copier setting.

• Job memory – maintains frequently copied jobs in memory and recalls the settings instantly.

• Reduction and enlargement – reduces or enlarges originals from 200 to 500 percent.

• Weekly timer – turns the copier on and off each day.

• Edge eraser – erases black borders that sometimes appear when copying facing pages of books.

• Duplexer – makes two-sided copies from one-sided or two-sided originals.

How to make a photocopy All photocopiers differ and you will need to refer to the equipment’s instructions for information on how to make a copy.

However, in general to operate a basic photocopier and make a simple, one-sided, same size copy of a document, the page to be copied should be placed on the glass using the measurement guides for the size of paper.

Alternatively, if the copier has a document feeder, the document(s) to be copied can be placed in the feeder and will be fed automatically onto the glass.

Features such as number of copies, resizing, double-sided copies, etc, are selected at this point, if required. Then simply press the Start button.

If the document needs to be photocopied onto watermarked or letterhead paper, that paper should first be put in the photocopier’s paper bin or tray. Care should be taken to ensure that the paper is put in the right way up and the right way round – some trial and error may be needed.

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An A to Z of photocopier terms All-In-One All-in-One is another name for a multifunction peripheral. This is a single device

that performs multiple functions, such as copying, faxing, scanning, and printing.

Automatic Document Feeder (ADF)

An ADF enables you to make copies without lifting the platen glass. You load the original documents into the feeder, press start, and the copier moves each sheet on and off the platen.

Bypass Tray A bypass tray reduces the risk of a paper jam by offering an alternative short, straight-paper path. It enables you to copy straight onto coloured paper, odd-sized paper, or card, i.e. materials which cannot be fed from the regular copy paper tray inside the copier.

Catch Tray A catch tray collects the copies made by the photocopier.

Consumables Items that need to be replaced are known as consumables. They include toner, paper, oil, developer.

Control Panel The control panel is the area where you find all the control functions for the photocopier, usually an LCD display with easy-to-follow instructions. These guide the user through such variables as number of copies required, paper size, copy reduction, or copy enlargement.

Digital Copying A copying technology which works in the same way as a scanner, by breaking up the image into dots and rows. This is in contrast to old-style analogue copiers which work in the same way as a camera, taking a picture of the document to be copied via a lens.

Duplex Copying Duplex means automatically copying on both sides of a page.

Electronic Sorting

This method of sorting means that copies can be collated without the use of sorter bins. This is achieved by outputting each collated set horizontally, then vertically in alternate sequence.

Large Format Copier

Photocopiers categorised as Large Format include those designed for A2 media and larger.

Memory

In the same way as a PC uses memory (ie storage of data), so does a photocopier machine. A digital copier needs memory to work. The required amount of memory depends on which function is used.

Paper Supply

This refers to the set of trays and holders which enable a copier to work with different sizes or types of paper. Different trays can hold paper in different orientations, or can hold either plain paper or letterhead paper.

Platen The glass area on which original documents are placed to be copied.

Recirculating Automatic Document Feeder (RADF)

The RADF is an automatic document feeder that can automatically turn the document over to copy on its reverse side.

Reduction/ Enlargement

Many lower-specification photocopiers have simple preset settings for reduction and enlargement of copies. Higher-spec machines enable you to zoom in as closely or as far out as you need.

Scan Once/ Print Many

By holding a scanned image of the original document in its memory, a copier can produce additional copies without the need to handle the original again. Users can leave the copier, taking the originals away while the job is being completed.

Sorter

The Sorter is a set of horizontal bins near the output tray of a photocopier which enable the collation of pages in the order that they emerge from the machine. Some sorters can also automatically staple the collated sets of documents.

Zoom

The Zoom function enables you to reduce or enlarge copies within a certain percentage range, as large as 800% or as low as 25% on the best machines.

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http://www.photocopierterms.co.uk/photocopier-terms.html#platen



Materials The materials used to photocopy onto depend on the equipment; you must always check that the material type is able to be used in that machine. The following materials may be usable:

• Standard A4 paper

• A3 paper size, or even larger for Large Format copiers

• Card

• Mailing labels

• Overhead transparencies

• Photographic paper, in various sizes

The weight of paper/card (in grams) will be dependent on the equipment used. Ensure that paper is dry and not crinkled or curled in any way. Do not open paper packs until you are ready to use the paper. Store unused paper from opened packs in a cool, dry location in the original packaging.

Troubleshooting Have you ever received a document copy that you could not read? Or that was not straight on that page or had pages missing? Most of us have experienced at least one of these problems. Numerous errors can be made in the copying process – the machine may malfunction or need toner. Or it may be operator error, whereby pages aren’t fed through in the right order, or the collating may not be done properly, so pages are left out or put in the wrong order.

Follow these tips to ensure that you end up with good copy quality.

• Keep paper clips and staples away from the copier to prevent any copier malfunction.

• Check the copier screen to see that it is clean.

• To clear paper from the machine, follow the instructions on the screen and pull out pieces of paper gently – if you do it roughly you risk tearing the paper and leaving fragments of paper inside the workings. If in doubt, ask for help.

• Keep food and drink away from the copier.

Examine the copies that you make.

• Is the copy free of spots?

• Is the copy easy to read? Is the ink dark and clear?

• Is the copy straight on the page?

• If the original was in pencil, can the copy be read?

• If colour has been used, did the colour reproduce well?

• Have all pages of the document been copied?

• Have the pages been collated correctly? Exercises 14, 15 (See page 7 of Student Exercise Book)

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Copier maintenance When the office copier is not working, productivity suffers and people’s frustrations increase. Often the breakdown could have been avoided if operators follow some simple rules and maintenance is kept up to date.

One person should be designated as responsible for simple repairs, replenishing supplies, and calling a repair person when necessary. In addition, the copier should be in an appropriate location – a copier needs proper ventilation and good temperature control. Users need plenty of space to access paper and other supplies, and collate documents.

You can help minimise copier breakdowns by following these tips.

• Note problems that occur. Inform the person responsible so that the repair person may be told. If one or two problems are occurring consistently, the repair person needs to know.

• Pay attention to the control panel. When it instructs you to add toner, do so. If toner is not added when needed, the quality of the copies will suffer as well as the internal mechanics of the machine.

• Use proper paper. Paper that has been folded or that has rough edges may cause paper jams. Check the paper before you load it in the copier. It is wise to fan the stack of paper before loading it in the tray so that sheets will feed through separately. Paper is affected by humidity so keep the paper in its package until you are ready to use it.

• Be careful. Do not attempt to make repairs or retrieve a jammed sheet unless you know the proper procedures. If you are making minor repairs, take off any dangling or large jewellery that might get caught in the machine. Also, be certain that the copier is not too hot before attempting any repairs.

\

Ethical considerations and control systems Many offices restrict access to photocopiers to authorised personnel only, for example by the use of personal PIN numbers, access codes or cards and photo identification systems. This helps to avoid the risk of misuse and fraud, such as copying material protected under the Copyright Act 1994. Access procedures can also be used to identify who is using the machine and to which department the copies are to be allocated and costed.

Each employee in the company should be ethical in the use of copying machines. The following are ethical practices in this situation.

• Do not copy documents for your own personal use. • Be consistently careful in only making the appropriate number of copies. • Do not copy restricted materials.

It is important to be aware of copyright issues when using a photocopier. If any person copies any copyright work without the permission of the copyright owner, then that person has infringed copyright, has broken the law and may be subject to court proceedings. Within the educational system in New Zealand, no more than three percent of the work or up to three pages (whichever is the greater) may be copied.

©


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Other Office Equipment To meet the Evidence Requirements of Unit Standard 121 (version 6), you are required to demonstrate that you can use at least one item of office equipment other than a photocopier. Your Tutor/Assessor may tell you which items on the following pages you will be required to learn about.

Fax machine Fax machines are an inexpensive way of transmitting written or drawn information, almost instantly, to others. For some communications faxes have been replaced by the convenience of email, but faxes have an advantage over email when existing, printed pages of information need to be sent. To send such printed documents by email, they would first have to be scanned, saved to the computer and attached to the email message.

The past few years have seen significant developments in fax machines. Even the most basic fax machine now has many functions. You should ensure you are familiar with the equipment you are using, and also with any policies and procedures that the organisation has set down regarding fax communications. Preparing a fax

The information that should accompany a fax transmission is:

• Name, company and fax number of the sender – so the recipient can identify who has sent the message.

• Name, company and fax number of the recipient – to ensure that the correct destination is identified. The fax should be kept for the business records and filed in the appropriate file.

• Date of preparation – this establishes exactly when the fax was prepared.

• Number of pages sent – this enables the person at the other end to check that all the pages have arrived.

• Time - optional, depending on urgency.

Sending a fax

Once a fax has been prepared, the pages can be placed in the fax machine and sent using the following procedures.

• Pages should be checked to ensure they are in the right order.

• Documents should be stacked neatly and placed face downwards in the document holder. It is useful to write the number you are sending the fax to on the back of the last page. The number can then be seen when the fax pages are placed in the fax machine.

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• Dial the recipient’s fax number. Unlike a phone call, the handset does not have to be picked up. Ensure that you are dialling the recipient’s fax number and not their phone number (though for small organisations, these could be the same number). Once connected, the machine will let you know when it is sending the message.

• If the line is engaged press the redial button to try again.

• If there is a problem halfway through transmission, the machine will stop and print out a report. Check this, resolve the problem where possible, and try to send the fax again. However, the problem could be at the other end (eg they could have run out of paper and have a fax machine without a memory, so it that does not save the document until the paper is replaced). In that case, you may have to contact them by telephone or email.

• When the fax machine has finished transmitting, it will disconnect. This is often accompanied by a beeping sound.

• If necessary, stamp each page sent with a ‘Faxed’ stamp. This is only necessary if the fax machine does not print an activity report. Some fax machines mark each page automatically as it is sent, so that you do not have to stamp it yourself.

• If a fax confirmation slip is printed it can be stapled to the sent fax and filed. This helps prove, if necessary, that the fax was sent successfully.

Laminator When a single piece of paper such as a document, identity card, or photograph needs to be preserved and kept from damage, a laminator can be used. Laminating involves applying a thin layer of clear plastic on both sides of a piece of paper to protect it from being bent, torn and stained. Most laminating machines use heat to activate the adhesive in the laminate.

The two common types of laminating machines are roll laminators and pouch laminators. Another method is cold roll laminating, which, as the name suggests, does not use heat.

Roll laminator A roll laminator uses two rolls of lamination film, one for the top of the document and one for the bottom. The documents are fed through one side of the machine and come out the other end. This type of laminator is necessary to laminate large documents such as posters and banners, but can also be used for mass-laminating smaller documents such as ID badges.

Pouch laminator Pouch laminators are similar but do not use rolls of film. Instead they use pre-made pouches of film that contain the adhesive on the inside. Documents are inserted into the pouch and then fed through the machine to activate the adhesive. Laminating in this way may take multiple passes through the machine to make sure the laminate is secure. Pouch laminating is good for small projects.

Cold roll laminator Cold roll laminators are the sensible choice for documents that may be damaged by heat. They are similar to roll laminators, but the film uses a different kind of adhesive that sticks with pressure.

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