Resources for Secretaries and Other Office Professionals
(Special thanks to Tiffany McGarry, Stacey Jensen, Suzanne Williams, Lark Hillier, Lana Hepworth, Leta Bates,
Ina Snell, Suanne Ellsworth, Lylene Bennett, and Analisa Hodgkiss for their ideas and editorial assistance.)Topics (alphabetical order):
- Accounting Procedures (credit cards, phone cards, signature authorizations)
- BYU-Idaho Financial Services
- BYU-Idaho Style Guide
- Call Processing (i.e. phone mail services)
- Campus Mail Procedures
- College/Department Secretary Menu
- Confidentiality
- Correspondence (business writing, memos, emailing)
- Customer Service (includes: diffusing difficult situations)
- Desk Manuals for Office Procedures
- Emergencies and Accidents
- Ergonomic Resources (link)
- Ergonomics (article)
- Interpersonal/Human Relations Skills
- Minute-taking
- Online Resources
- Payroll Office
- Professional Development Articles
- Proofreading and Editing
- Purchasing (on-campus, off-campus)
- Repair of Office Equipment
- Stores and Receiving
- Telephone Etiquette Skills
- Telephone System Instructions
- Time Management
- Travel Procedures
Accounting Procedures (corporate credit cards, campus phone cards, signature authorizations)
- See Accounting Office (496-1050)
- Accounting web page
Call Processing (i.e. phone mail services)
Definition of Call ProcessingA method in telecommunications in which an automated "decision tree" is created on someone's phone line that automatically forwards callers (depending on the numbers they push on the key pad) to various phone numbers or "listen only" boxes.
Pros of Call Processing
- Processing is consistent from one call to another.
- Automated systems can answer redundant questions.
- Allows people to access information 24/7.
- Frees up the time of the one creating the message to work on other items.
Cons of Call Processing
- Can be time consuming for the caller.
- Removes the "personal touch" from the transaction.
- Is frustrating to callers who know who they want to talk to, but may have to go through an elaborate processing system first.
- Makes it difficult for fellow co-workers to do regular business with one another.
Tips for the Appropriate Use of Call Processing
- Don't use call processing as a maneuver to discourage people from calling or to avoid callers.
- Consider what customers want (i.e. determine what is good customer service).
- Consider forgoing call processing, unless you feel that it is absolutely necessary (most people who call a business would much rather speak to a real person).
- Make menu options as brief as possible. Long messages are frustrating to customers.
- Keep the number of options that you create on your system to a minimum.
- Never end a greeting without giving the caller an option to speak with the secretary.
Call Processing at BYUI
- Call processing at BYU-Idaho must be approved by the department head.
- Call processing is set up by the BYUI Telecommunications Office.
The campus mail system is here to help in sending all university related mail in a timely and cost effective way. Mail is sorted by the appropriate + 4 zip codes given to each department.
There are two pick-up times per day and one mail delivery each day. In the morning between 10:00 and 11:30 a.m. mail is delivered to each department on campus and all outgoing mail is picked up. Between 1:30 and 2:30 p.m. we pick up at the following locations:
- Manwaring Center (Mailbox by the stamp machine)
- McKay Library (1st floor drop box by copiers, 2nd floor mailroom mailbox)
- Hart Building (Athletic office, Coaches office, main secretary's office)
- Romney Building (Mailroom on bottom floor)
- Snow Building (Music Department)
- Kirkham Building (Dance Department)
- Clarke Building (Mailroom on 1st floor)
- Smith Building (Mailroom across from business office, English Department in Annex)
- RGS Building (Mail drop at main secretary)
- Kimball Building (President's Office, copy room box on 2nd floor, Admissions office box on 1st floor, Accounting office mail drop, Registrar's office mail drop)
- Taylor Building (Humanities office mail drop)
- Benson Building (Biology Department mailroom)
- Austin Building (Mailroom at south end of 1st floor)
- Physical Plant (Mailroom)
- Auxiliary Services Building (Press office mail drop, Continuing Education mail drop, Purchasing office mail drop)
Outgoing Mail Needing Postage:
All university related letters that you want to send off campus need to have the appropriate + 4 zip code in either the return address or in the upper right corner of the mail piece. This is very important because the + 4 zip code is used to identify who is billed for the postage. Personal letters unrelated to university business, need to have a stamp.
Bulk Mailings:
When sending a bulk mailing, the mail pieces need to be placed in numerical order by the zip codes. BYU-Idaho Postal Services has machinery that can address envelopes, insert up to six pieces into envelopes, and tab pieces that require tabs in order to mail. The machines are here to help in making your job easier and your mailings timely and efficient. They are also helpful for obtaining the best postage rates for the university and meeting various postal regulations. Bulk mailings must meet certain qualifications to get certain postage rates. For more information, please contact Postal Services at ext. 2326.
State Abbreviations:
Alabama (AL)
Alaska (AK)
Arizona (AZ)
Arkansas (AR)
California (CA)
Colorado (CO)
Connecticut (CT)
Delaware (DE)
District of Columbia (DC)
Florida (FL)
Georgia (GA)
Hawaii (HI)
Idaho (ID)
Illinois (IL)
Indiana (IN)
Iowa (IA)
Kansas (KS)
Kentucky (KY)
Louisiana (LA)
Maine (ME)
Maryland (MD)
Massachusetts (MA)
Michigan (MI)
Minnesota (MN)
Mississippi (MS)
Missouri (MO)
Montana (MT)
Nebraska (NE)
Nevada (NV)
New Hampshire (NH)
New Jersey (NJ)
New Mexico (NM)
New York (NY)
North Carolina (NC)
North Dakota (ND)
Ohio (OH)
Oklahoma (OK)
Oregon (OR)
Pennsylvania (PA)
Rhode Island (RI)
South Carolina (SC)
South Dakota (SD)
Tennessee (TN)
Texas (TX)
Utah (UT)
Vermont (VT)
Virginia (VA)
Washington (WA)
West Virginia (WV)
Wisconsin (WI)
Wyoming (WY)
Definition of confidential:
- Told in confidence.
- Entrusted with private or secret matters.
- Imparted in secret.
Some matters are to be kept confidential. For example:
- Personal information (employee or student information) including salaries, grades, etc.
- Information received in confidential meetings and discussions.
- Another's work performance.
- Personal problems shared with you by a friend or co-worker.
When NOT to Communicate
(Reference: Parlay International. Distributed under licensing agreement to BYU-Idaho employees.)Did you know that one of your most valuable communication skills is knowing when to keep quiet? Some subjects should be discussed only in confidence, and others should be avoided for the sake of morale.
Subjects Best Left Alone
- Personal or political disagreements can make people uncomfortable (e.g. when someone asks your opinion about political or controversial social issues, or when someone asks you to take sides in personal disputes).
Subjects That Should Never Be Discussed Publicly
- A person's work performance
- Your feelings about company policy, especially if you don't agree with it
- Management conflicts or conflicts between you and your boss
- Personal problems people have discussed with you
- Anything anyone has discussed with you in confidence, unless you would break the law or company policy by keeping quiet
Why It's Important
Knowing when not to communicate actually encourages good communication. When people know they can trust you not to reveal confidences, they feel safe telling you important information.
Business Writing
(Example)
[letterhead]
September 25, 2001
Ms. Jane Newemployee
Any Department
BYU-Idaho
Rexburg, ID 83460-0000Dear Ms. Newemployee:
The preferred style for a business letter at BYU-Idaho is block formatted. The lines, including the date and the complimentary closing, begin at the left margin. The right margin is not justified. Paragraphs are not indented and should be single spaced with double spaced between the paragraphs. Do not divide paragraphs that contain three lines or less between two page. On the top of the continuation pages put the full name, the date, and the page number.
The inside address should include the name of the addressee, usually with a courtesy title preceding the name. Also include the company name, address, city, two-letter state abbreviation, and zip code.
The signature block includes the complimentary closing typed two lines below the body of the letter. The author’s name and title should be four lines below the complimentary closing.
The reference initials are typed two lines below the last line of the signature block. Only the typist’s initials are necessary if the author is the one signing. The Enclosure or Attachment notation is directly below the reference initials. If there is an enclosure or attachment with the letter, it should be mentioned in the body of the letter.
Use a copy notation (c:) if someone other that the addressee is to receive a copy of the letter. The c stands for copy to and is now the preferred format for copy notations. You may with to use blind copy notation (bc:) if you do not want the addressee to know someone else is receiving a copy.
Following these guidelines will ensure a consistent and professional appearance in all BYU-Idaho letters. I have enclosed a pamphlet to help you with the letter writing process. (Not really, but I wanted to mention this so I could use the Enclosure notation.)
Sincerely,
Bill Letterexpert
psh
BL/wln00.wpd
Enclosure
c: Mary Othernewemployee
Memos
(Example)
BYU-Idaho Memorandum
TO: Jane Newemployee
FROM: Mike Memoexpert
DATE: September 25, 2001
SUBJECT: Memo Style
In this example of a memo there is a heading in all caps and bold. Your memos will be professional in appearance if you follow this examples.
psh
Emailing: Communicating by Email
(Reference: Parlay International. Distributed under licensing agreement to BYU-Idaho employees.)Is e-mail becoming your preferred method of communication? Because it’s so easy and fast, there’s a temptation to think e-mail isn’t as important as other written forms of communication. In fact, the easier it is to send it, the more likely you are to send out something you’ll regret later.
Tip: Make your e-mail stand out. Write an attention-getting opening sentence or subject line and a unique closing or sign-off.
E-Mail Etiquette
- Give your message a cooling-off period. Some people set up their software to delay sending messages for 15 minutes.
- Limit your message to one screen if possible. Put more involved messages on paper.
- Review your message for spelling and grammar mistakes. Use your built-in spelling checker.
- Avoid sending personal messages by e-mail.
- Avoid sending any information you don’t want to get around. Above all, avoid discussing other workers by e-mail. E-mail is not private.
- Keep a record: Save or print copies of important messages you send and receive.
- E-mail readers can’t see or hear you. Avoid jokes, sarcasm, or any kind of communication that might be misinterpreted.
- Always add a subject line that can help busy people scanning their mail decide whether to read your mail immediately or save it for later.
- Though it may be tempting, don’t fill colleagues’ mailboxes with the latest joke or chain letter that’s making the rounds. Instead, print it and post it on a (real) bulletin board.
Emailing: 6 Ways to Improve Your Email Messages
(Reference: Parlay International. Distributed under licensing agreement to BYU-Idaho employees.)Here are six suggestions for using e-mail effectively in a business setting:
1. Shorter is better
With the volume of messages most people receive today, you won't make them happy if you send an e-mail that is more than 100 words long. If you can't make your message brief, then the topic you're writing about may be too complicated for e-mail.
2. Don't use fancy formatting
Not all e-mail software is the same. Just because your e-mail program will allow you to send messages using fancy graphics, doesn't mean the person on the other end will be able to see it with his or her program. And if the person can't see it, part of the meaning of your message is lost. With e-mail, the simpler the message, the better.
3. Don't use emoticons or abbreviations
"Emoticons" are keyboard symbols that people use to show emotions. These may be cute, but they're not appropriate for business communication, and neither are abbreviations you commonly see on the internet. Besides being too informal, they are not understood by everyone, so you'll end up causing confusion if you use them.
4. Don't try to be funny
It's difficult to be a successful comedian even in person, but it's especially hard in the medium of e-mail, where the reader doesn't have any visual cues like your facial expressions. Jokes, sarcasm, and other forms of humor can be easily misunderstood or misinterpreted in e-mail. Unless you're corresponding with someone who knows you very well, it's better to stay away from humor in e-mails.
5. Use appropriate titles
If you're making the first contact with someone by e-mail, use his or her title wherever possible. When replying to someone who has contacted you first, be guided by the person's signature. If you're e-mailing someone in another country, be as formal as possible.
6. Always proofread your message before sending it
It's easy to make mistakes in e-mail, because messages are written and sent fast. It pays big dividends to proofread your e-mails before sending them. For important e-mails, let someone else check your writing for errors, even if your word processing program has a spell or grammar checker.
Quality Customer Service
(Reference: Noel/Levitz Co., Connections: Customer Service Training Program)Provide quality customer service by:
- Feeling good about yourself.
- Practicing habits of courtesy.
- Speaking positively (verbal and non-verbal communication).
- Listening (anticipating, reading between the lines, asking questions, getting involved, caring about your customers and their needs).
- Performing (providing quality work that is prompt and accurate).
- Learning (job growth through knowing more about the students, school, and programs).
The 7 Sins of Customer Service
(Reference: Karl Albrecht, At America's Service)
- Apathy
- Brush-Off
- Coldness
- Condescension
- Robot-ism
- Rule Book
- Runaround
Four Methods for Defusing a Difficult Situation
(Reference: Noel/Levitz Co., Connections: Customer Service Training Program)
- Smile (Give the student a warm, sincere hello with a smile.)
- Anticipate (Anticipate the student's complaint and head it off with a sincere, concerned comment.)
- Apologize and Assume Responsibility (Accept your responsibility in the matter and empathize with them for their problem on behalf of the school.)
- Action (Solve the problem promptly.)
Six Keys to Handling Complaints
(Reference: Noel/Levitz Co., Connections: Customer Service Training Program)
- Listen (Listen carefully and with interest.)
- Empathize (Put yourself in the student's place. Use communication that is positive, e.g. genuine, specific, timely, and sincere.)
- Ask Questions (Ask questions and listen carefully to the answers.)
- Repeat (Repeat back to the student your understanding of the problem, then suggest one or more alternatives to answer the concern.)
- Apologize (Apologize where appropriate - without blaming.)
- Ask (Ask for an action step to help the student make a decision that resolves the problem.)
Don't Over-React to Customer's Mistake
(Reference: Dartnell, Inbound Service and Selling Newsletter)
- Be sure to provide a fair hearing (Don't interrupt when the customer describes his version of the events.)
- Help the customer save face (Even though you know you'll inevitably have to point out where the customer is wrong, cushion the blow by pointing out something the customer said or did that was correct.).
- If appropriate, use a little humor (Used appropriately, humor can break the tension.).
- Don't linger on the mistake (Quickly move the conversation forward.).
Desk Manuals for Office ProceduresA desk manual can be of immense help in an office situation. The order in which a desk manual is put together will differ from person to person. It should be set up in such a way as to be of benefit to you in your job here at BYU-Idaho. The following is a sample outline of a desk manual. It is suggested that the manual be placed in a three-ring binder for ease of use. In training sessions and meetings, you will receive things that you may like to add. Occasionally, evaluate your desk manual and make corrections and changes to keep your manual current.
Topical outline for procedures section of the desk manual:
I. Incoming Mail
A. Mail register
1. Explanation of posting procedure
2. Sample formB. Distribution of the mail
II. Correspondence and Reports
A. Interoffice correspondence
1. Model interoffice memorandum forms
2. Number and distribution of copiesB. Outside correspondence
1. Model letter forms
2. Stationary examples
3. Number and distribution of copies
4. Form letters and guide letter paragraphs
C. Authorization for rush items and turnaround time
D. Executive document format preferences
E. Document backup procedures
F. Dictation instructions
G. Mail SchedulesIII. Company Forms
A. Models of all forms
B. Instructions for completing
C. Number and distribution of copies
D. Signature authorizationsIV. Filing
A. Centralized filing system
1. Materials that go to centralized file
2. Procedure for release of materials
3. Procedure for obtaining materials for filingB. Administrative assistant’s file (full explanation of filing system)
C. Transfer and storage/retention policiesV. Financial Duties
A. Bank account
1. Procedure for making deposits
2. Procedure for reconciling the bank statement
3. Disposition of canceled checks and bank statements
4. Location of bankbook and checkbookB. Payments of recurring expenses (membership dues and miscellaneous fees)
1. Dates of payments
2. Procedures for paymentsC. Petty cash
1. Location of fund
2. Regulations covering expenditures from fund
3. Filing of receipts
4. Procedure for replenishing fundVI. Information Systems and Electronic Equipment Available within the Organization
A. Locations
B. Instructions for using services
C. When to useVII. Office Machines
A. Inventory of machines in office (serial numbers and purchase dates of all machines)
B. Repair services (service contracts, name, and telephone number of each service)
C. Software programs
D. Directory of operations manuals
E. Service contracts and lease agreements
F. Machine codes and special functionsVIII. Supplies
A. List of supplies to be stocked
1. Quantities of each to be ordered
2. Names and addresses (or telephone numbers of suppliers)B. Procedure for obtaining suppliers
C. Procedure for controlling suppliesIX. Subscriptions and Publications
A. Names, number of copies, renewal dates
B. Procedure for renewal
C. Routing of publications in officeX. Public Relations
A. News releases
B. AnnouncementsXI. Telephone Procedures
A. Types of services available
B. Regulations for use of various types of telephones
C. Procedures for reporting toll charges
D. Special instruction relating to use of equipment
E. Procedures for using voice mail.XII. Telecommunications
A. Examples of FAX, electronic mail (e-mail)
B. Number and distribution of copies
C. Procedure for sending1. Determination of method used
2. Time restrictionsD. Procedure for recording changes
XIII. Reprographics
A. Types of equipment available
B. Procedures for using equipment1. Procedures for determining the method used
2. Procedures for controlling confidentiality
3. Procedures for controlling excessive copying
4. Guidelines for requesting reprographic services
5. Special instructions on selection, enlargement, etc.
6. Name, address, and telephone number of local vendor
7. Copies of repair order and service agreementXIV. Travel
A. Employer’s travel and hotel preferences
B. Names and telephone numbers of persons in travel agency or airlines office
C. Locations of timetables
D. Model itinerary
E. Method of ticket pickup
F. Expense report form1. Number and distribution of copies
2. Receipts requiredXV. Reference Section
A. Technical vocabulary
B. Product information
C. Price lists
D. Standard proofreaders’ marks
E. Company information1. Organization chart
2. Employee directory
3. Holiday schedules, policies or parking, etc.XVI. Internet and Web Page Information
Emergencies and Accidents
(Dial 911 for emergencies)Campus Resources
The BYU-Idaho Safety Office is located in the Physical Plant building. The office oversees the training and enforcement of safety policies and procedures on campus. They have a very beneficial web site that can be found on the BYU–Idaho homepage. Included on their web site are the policies and the forms needed to file an injury report.
Work Related Injury or Illness Reporting Procedure
The following procedure must be followed whenever full-time, part-time, temporary, and student employees are injured on the job or become ill due to their work responsibilities as defined in the University’s worker’s compensation policy statement:
The employee must notify his/her supervisor immediately of all work-related injuries or illnesses, regardless of the apparent severity. Employees who sustain a serious or life threatening injury or illness should seek treatment at the Madison Memorial Hospital emergency room. All other work-related injuries or illnesses must be treated at the BYU–Idaho Health Center during normal business hours. If the Health Center is closed, employees may seek initial treatment from Madison Memorial Hospital or Community Care. Employees who work or travel outside the Rexburg area and sustain a work-related injury or illness should report directly to the nearest available hospital or general-care facility if treatment is required. Treatment from medical facilities other than those listed above and from specialized medical professionals such as ophthalmologists, chiropractors, and physical therapists may occur, but only after a referral from the initial treating physician. In any event, the Safety Office at BYU–Idaho shall be notified as soon as possible so proper documentation can be promptly prepared. A report form must be completed for every work-related injury or illness regardless of severity. This report form can be found at www.byui.edu/safety/injury.htm or by calling (208) 496-2457.
Employees who receive treatment from medical specialists without a referral from a designated provider as indicated above will be responsible for paying the medical bills for non-referred treatments, unless otherwise indicated by the University’s claims adjuster.
Other Resources
Ergonomics (article)
(Reference: Healthy Living Newsletter, Spring 2003, DMBA, Salt Lake City, Utah)
If your job requires you to sit for much of the day, sooner or later you may experience pain in your back, neck, shoulder, hands, or wrists.You can avoid such problems by practicing the following strategies.
Comfort Basics
These tips can help you prevent stiff muscles:
- Take a five-minute stretch break every hour. Stand up and stretch your whole body. Gently shake your hands and wrists.
- Occasionally do tasks that you can do while standing, such as filing, returning phone calls, and so on.
- Exercise to strengthen your upper back, shoulders, and neck. Ask a fitness professional or physician for specific exercises to strengthen these areas.
Proper Posture
Improper posture is a primary cause of back, neck, and shoulder pain. To sit more comfortably:
- Sit with your back, head, and neck in a line perpendicular to the floor. Don't lean or hunch over your desk or keyboard.
- Sit in a chair that supports your back at the spine's curve. The end of the seat should not press into the back of your knees. Adjust the chair so that your knees are in line with your hips, and your feet rest flat on the floor.
- Keep your back at a right angle to the floor and your thighs and forearms parallel to it when you sit.
- Position your keyboard at the proper height -- your forearms should be parallel to the floor while you type.
- Keep your shoulders down, not hunched or pulled up toward your head.
- Don't droop your head forward. Keep it squarely above your neck and shoulders.
- Use a footrest. Raising your feet and legs makes sitting more comfortable, helps relieve pressure on the back and legs, and improves circulation.
Hand and Wrist Protection
These tips can help you prevent pain in your hands and wrists:
- Keep your wrists flat and in a straight line with your forearms.
- Use proper typing technique. Touch the keys lightly and relax your hands when you pause between keystrokes.
- Avoid bending your wrists up and down or stretching your hands from side to side at the wrists. Move your arms to reach for keys a the edge of your keyboard.
- Don't push or rest your wrists or forearms against hard desk edges; doing so can cause pain and injury to your wrists.
- Do hand stretches before starting work and during short breaks.
- Have your keyboard cleaned or fixed if the keys stick.
- Keep your mouse within easy reach of the keyboard. Be gentle; don't grasp or tap it forcefully.
Daily Stretches
Taking a short stretch break every hour or so can relieve muscle tension and increase your productivity and comfort.
You can do all of the following stretches in three to five minutes:
- Overall body stretch: Get out of your chair, lift your arms above your head, and reach for the sky. Repeat three times.
- Shoulder-blade stretch: Clasp your hands together behind your back and pull your shoulder blades together. Repeat three times.
- Shoulder rolls: Slowly roll your shoulders five times forward, then five times back.
- Head tilts: Slowly and gently tilt your head to the right, to the left, and forward -- stopping when you feel a stretch. Repeat three more times.
- ABC Secretarial Services
- Bartleby's Reference Collection
- Common Connections
- Don Aslett's Cleaning Center
- Encyclopedia Britannica
- Gregg Reference Manual
- International Association of Administrative Professionals
- Local News 8 and Weather
- Merriam-Webster Dictionary and Thesaurus
- Porter's Office Supplies
- Rexburg Standard Journal Newspaper
- The Records Center
- Typing Test
- U.S. Postal Service
Purchasing (on-campus, off-campus)BYU-Idaho Purchasing Office (496-2310)
Helpful information about on-campus and off-campus purchasing:
- For on- and off-campus purchasing it is recommended that you contact the BYU-Idaho Purchasing Office. In many instances the Purchasing Office has negotiated with vendors for lower prices.
- Go to the Purchasing Office web site and fill out an "electronic requisition."
- The BYU-Idaho Stores and Receiving Office has, on hand, many office supplies and office furniture that can be purchased and delivered to your department.
- Materials can be ordered through Corporate Express directly on-line as part of a Churchwide national contract by using a "release number." Contact the Purchasing Office to get security to go on-line and receive contracted pricing. For a list of other companies that accept release numbers, please contact the Purchasing Office.
- Computers and printers (see your building CCS - Client Computer Specialist).
- Copy machines (see BYU-Idaho Press at 496-2300).
- Office telephones (see Telecommunications at 496-2406).
Requests for repair services may also be made through the BYU-Idaho Purchasing Office. See the Purchasing Office web site and fill out an "electronic requisition."
The BYU-Idaho Physical Plant offers service in a variety of areas. See below:
- Electrical (See Electrical Shop at 496-2431).
- Heating, Ventilating, and Air Conditioning (See HVAC at 496-2473).
- Carpentry (See Carpenter Shop at 496-2431).
- Painting (See Paint Shop at 496-2476).
- Upholstery (See Upholstery Shop at 496-2476).
- Custodial (See Custodial Services at 496-2421).