TITLE : SECRETARIAL PROCEDURES: OFFICE ADMINISTRATION AND AUTOMATED SYSTEMS.

 
CONTENTS
 
Preface
Acknowledgements
 
PART I, 1
 
Chapter 1
The Organizational Structure and the Secretarial Role, 2
 
Introduction,3
Types of Organizations,3
Legal Forms of Business Organizations,4
Managers, 5
Organizational Charts,7
Departmental Functions,9
Secretarial Positions,14
Role of the Secretary,17
Summary,21
Questions,23
Projects,24
Cases,24
 
 
PART II, 25
 
Chapter 2
Automoted Office Systems, 26
 
Introduction, 27
Word and Data Processing, 27
Work Stations, 32
Word Processors, 33
Computers, 38
Input-Output, 40
Communication Links, 40
Teleconferencing, 40
Reprographics, 41
Micrographics, 43
Summary, 46
Questions, 46
Projects, 47
Cases, 47
 
 
Chapter 3
Office Environment, 48
 
Introduction, 49
Office Layout, 49
Modular Furniture, 51
Chairs, 56
Other Environmental Factors, 58
Summary, 62
Questions, 63
Projects, 64
Cases, 64
 
Chapter 4
Time Management, 66
 
Introduction, 67
Time Wasters, 67
Keeping a Time Log, 76
Analyzing the Time Log, 76
Planning, 79
Summary, 82
Questions, 82
Projects, 83
Cases, 84
 
PART III, 85
 
Chapter 5
Arranging Meetings, 86
 
Introduction, 87
Scheduling Meetings, 87
Notifying Participants, 88
Checking the Agenda, 9S
Selecting a Place, 96
Equipment, 97
Supplies, 98
Refreshments, 100
Preparing the Program, 100
Final Checks, 101
Interruptions, 103
Follow Up, 104
Summary, 106
Questions, 106
Projects, 107
Cases, 108
 
Chapter 6
Travel Arrangements, 110
 
Introduction, 111
Travel Agencies, 111
Making Reservations, 112
Air Travel, 112
Rail, Bus, and Automobile Travel, 120
Room Reservations, 120
Car Rental, 121
Foreign Travel, 122
Canceling Reservations, 124
Itinerary, 124
Financial Arrangements, 125
Summary, 128
Questions, 128
Projects, 131
Cases, 132
 
Chapter 7
Telephone Use 134
 
Introduction, 135
Telephone Personality, 135
Listening, 137
Planning the Call, 137
Preferences of Your Boss, 138
Placing Calls, 138
Answering Calls, 140
Screening Calls, 143
Placing a Caller on Hold, 145
Taking Messages, 146
Transferring Calls, 147
Ending Conversations, 148
Long-Distance Calls, 149
International Calls, 152
Time Zones, 154
Summary, 154
Questions, 154
Projects, 156
Cases, 157
 
PART IV, 159
 
Chapter 8
Communication Services, 160
 
Introduction, 161
Telephone Directories, 162
Directory Assistance, 164
Telephones, 165
Custom Calling Services, 168
Private Branch Exchange (PBX), 168
Central Exchange (Centrex), 169
Computer Controlled PBX Features, 169
Wide Area Telecommunications Service (WATS), 171
Alternative Long-Distance Services, 171
Federal Telecommunications System (FTS), 172
Tie-Lines, 173
Facsimile, 173
Telegraph Services, 174
Telex and Telex II (TWX), 175
Summary, 177
Questions, 178
Projects, 179
Cases, 181
 
Chapter 9
Postal Services, 182
 
Introduction, 183
Classes of Domestic Mail, 183
Special Servic ,es, 189
Ancillary Services, 196
Equipment, 198
ZIP Code System, 200
Internal Pickup and Delivery, 200
Alternative Delivery Methods, 201
Summary, 202
Questions, 203
Projects, 204
Cases, 205
 
Chapter 10
Processing Mail, 206
 
Introduction, 207
Incoming Mail, 207
Outgoing Mail, 218
Summary, 224
Questions, 224
Projects, 225
Cases, 226
 
 
PART V, 227
 
Chapter 11
Writing Principles, 228
 
Introduction, 229
Tone, 229
Conciseness, 238
Concrete Words, 241
Grammar, 242
Proofreading, 252
Summary, 252
Questions, 253
Projects, 254
Cases, 259
 
Chapter 12
Writing Procedures, 260
 
Introduction, 261
Order Letters, 261
Request Letters, 265
Responses to Requests and
Inquiries, 268
Claim Letters, 273
Goodwill Letters, 277
Invitations, 280
News Releases, 282
Summary, 284
Questions, 284
Projects, 285
Cases, 286
 
Chapter 13
Preparing Reports, 288
 
Introduction, 289
Graphic Aids, 290
Typing the Report, 309
Preliminary Pages, 312
Supplementary Sections, 315
Informal Reports, 316
Summary, 319
Questions, 319
Projects, 320
Cases, 322
 
PART Vl,  323
 
Chapter 14
Reference Material, 324
 
Introduction, 325
Types of Libraries, 326
Library Resources, 327
Data Bases, 341
Microform, 343
Selecting Specific Sources, 344
Library Assistance, 344
 
Chapter 15
Taking and Preparing Minutes, 348
 
Introduction, 349
Prior Planning, 349
Recording the Proceedings, 350
Content of the Minutes, 352
Assisting Others with Minutes,360
Typing the Minutes, 360
Follow-Up Duties, 364
Summary, 366
Questions, 368
Projects, 370
Cases, 370
 
Chapter 16
Supplies, 372
 
Introduction, 373
Supplies, 373
Description of the Supplies Needed, 374
Quality, 374
Quantity, 374
Determining the Price, 375
When to Order, 375
Procedures for Obtaining Supplies, 376
Receiving Supplies, 378
Storage, 377
Types of Supplies Used in Most Offices, 378
Summary, 389
Questions, 389
Projects, 390
Cases, 390
 
PART VII, 393
 
Chapter 17
Human Relations, 394
 
Introduction, 395
Tact, 395
Listening, 396
Nonverbal Communication, 399
Ethics, 402
Empathy, 405
Remembering Names, 406
Vocal Presentation, 406
Office Etiquette, 410
Summary, 413
Questions, 414
Projects, 415
Cases, 416
 
Chapter 18
Appointments, 418
 
Introduction, 419
Appointments, 419
Visitors, 427
Meetings, 436
Summary, 438
Questions, 438
Projects, 440
Cases, 440
 
Chapter 19
Interoffice Relstionships, 442
 
Introduction, 443
Starting a New Position, 443
Formality, 446
Forming Opinions, 446
Working for More Than One Executive, 447
Loyalty, 448
Performing Questionable Tasks, 449
Becoming Compatible with the Boss, 450
Confidential Information, 451
Accepting Criticism, 452
Expressing Opinions About Others, 453
Mutual Consideration and Respect, 453
Plan Your Suggestions, 454
Making Decisions, 455
Confrontations, 456
Summary, 456
Questions, 457
Projects, 458
Cases, 459
 
Chapter 20
Financial and Legal Assistance, 460
 
Introduction, 461
Notary Public, 461
Signing the Supervisor's Name, 466
Financial Responsibilities, 468
Records Retention, 476
Destroying Confidential Information, 477
Privacy, 477
Subpoenas, 478
Cautions, 478
Summary, 479
Questions, 480
Projects, 481
Cases, 481
 
PART VIII, 483
 
Chapter 21
Selecting and Securing a Position, 484
 
Introduction, 485
Self-Analysis, 486
Identifying Duties, 486
Identifying Strengths, 489
Selecting Businesses, 492
Sources of Job Openings, 492
Learning About the Company,495
The Resume, 496
The Letter of Application, 501
Typing the Letter and Resume,503
Interviewing, 504
Application Blank, 511
Follow-Up Procedures, 514
Accepting a Position, 515
Rejecting a Position, 515
Summary, 515
Questions, 516
Projects, 517
Cases, 518
 
Chapter 22
Career Goals 520
 
Introduction, 521
Professional Development, 521
Promotions, 524
Determining Your Career Direction, 526
Leaving a Position, 530
Summary, 530
Questions, 531
Projects, 531
Cases, 532