TITLE : SECRETARIAL AND ADMINISTRATIVE PROCEDURES.*

Preface
 
PART I THE WORKING ENVIRONMENT 1
 
1 A Secretarial Career 3
The Role of the Seeretary, 4
Word Processing, 6 Definitions, 7
Word Processing Career Paths, 7 Seeretarial Salaries, 8
Professional Associations, 9
Preparation for Your Career, 12
An Overview, 14
 
2 Organization Structure and Office Layout 16
Organization Structure, 17
Classifications of AXlthority, 17 Line Organization, 17
Line and StaffOrganization, 18 Committee Organization, 18
Divisions of Work, 19 Organization Chart, 19
Informal Organization, 20
Offfice Layout, 21
Arrangement, 22 Furniture,	23	Acoustics,	24	Decor,	24
Privacy and Status, 25
 
 
PART II  THE EFFICIENT SECRETARY 27
 
3 Organizing Work and Managing Time 29
Effectiveness and Efficiency, 30
Efficient Work Habits, 31
Learn the Job, 31 Adopt a Flexible Plan, 32
Manage Details, 33
Work at One Task at a Time, 36
Start the Day with a Diffieult Task, 36 Group Similar Tasks, 37
Program Relaxation into Your Schedule, 37
Get it Right the First Time, 39 Use Bits and Pieces of Time, 40
Prepare in Advance, 41 Complete a Task, 42
Cope with Interruptions, 43 Make a Daily Plan, 44
Position Materials and Tools Within Easy Reach, 46
Follow-Up Files, 49
Tickler File, 50 Reading File, 52
 
4 Developing and Maintaining Desirable Attitudes and Traits 56
Desirable Attitudes and Traits, 57
Join the Team, 57 Show Your Human Side, 58
Adapt to Your Boss and Your Job, 58
Establish EfficientWork Habits, 61
Develop Self-Confidence and Composure, 61
Rely on Your Strength of Character, 63
Self-Motivation, 63
 
5 Working for More Than One Executive 67
Redistribution of Secretarial Work, 68
One Secretarv in Relation to a Group, 69
Understanding What Your Assignment Is, 70
Dividing Your Time, 70 Using the Services of Others, 73
Answering the Telephone, 74 Typing, 75 Filing, 76
Maintaining Rapport with the Group, 76
Two or More Secretaries in Relation to a Group, 77
 
6 Applying Work Simplification Methods 82
Work Simplification Goals, 83
Importance of Worker Participation, 83
Work Simplification Tools and Methods, 84
Work Analysis Tools, 84 Work Improvement Methods, 93
 
 
PART III  WRITTEN COMMUNICATION 103
 
7 Handling Incoming Mail 105
Processing Incoming Mail, 106
Classifying and Sorting, 107 Opening Mail, 108
Removing and Inspecting Contents, 110
Date-Time Stamping, 110 Reading and Annotating, 113
Presenting the Mail, 116
Handling Second-, Third-, and Fourth-Class Mail, 117
Distributingthe Mail, 118
Answering Mail in the Boss's Absence, 123
 
8 Taking Dictation 129
Regular Dictation Sessions, 130
Preparing for Dictation, 130 Organizing the Notebook, 131
Taking Dictation, 133
Speciat Types of Dictation, 138
Dictation over the Telephone, 139
Dietation for Completing Forms, 140
Dietation During Informal Meetings, 141
Dictation for a Task Force, 141
Dictation at the Typewriter, 143
 
9 Transcribing 146
Transcribing Correspondence, 147
Transcribing Accurately from Shorthand Notes, 148
Judging Priority, 149 Making Copies, 151
Keeping Transeripts Confidential, 152
Addressing Envelopes, 153 Assembling Enclosures, 154
Submitting for Signature, 156 Folding and Inserting Letters, 157
Sealing Envelopes, 159 Filing Notebooks, 160
Using Transcribing Equipment, 160
Typing Rough Drafts, 162
 
10 Using Mail and Shipping Services 167
Domestic Mail, 168
Classes of Domestic Mail, 168 Special Mailing Serviees, 174
The ZIP Code and Automated Sorting Equipment, 181
Metered Mail, 184 Changes in Provedure, 185
International Mail, 188
Postal Union Mail, 188 Pareel Post, 189
Shipping Services, 190
Common Carrier Service, 190 Bus Express, 191
Freight Shipments, 191 Shipping Terminology, 192
 
11 Composing Letters 196
The Business Letter, 197
Qualities of Effective Letters, 198
Know Your Purpose, 198	Focus on the Reader, 199
Convey a Meaningful Message, 199
Reflect all Appropriate Tone, 204
Develop an Interesting Style, 205 Increase Readability, 207
Basic Letter Writing Principles, 208
Favorable Letters, 208 Disappointing Letters, 212
Persuasive Letters, 213
Letter Styles and Letter Parts, 214
Letters for an Executive's Signature, 218
Dictation by the Secretary, '219
Preparing for Dictation, 219
Giving Face-to-Face Dictation, 220
Using Equiplalent to Dictate the Message, 220
Memorandums and Letters for the Secretary's Signature, 223
Memoranclums for the Boss, 223
Correspondence with Others, 224
 
12 Sending Telegraph Messages 234
Telecommunications Equipment, 235
Domestic Telegraph Services, 236
Classes of Service, 237 Choice of' Service, 237
Promptness in Handling Telegraph Messages, 239
Gtfidelines f'or Composing the Telegram, 240
Guidelines for Typing the Message, 242
Special Telegraph Services, 245 Charges and Payments, 247
International Telegraph Services, 248
Routing, 249 Classes of Service, 249 Time Zones, 250
Factors Affecting Delivery of Telegrams, 251
Rules for Counting Words, 251
Code Addresses, Code Words, and Cipher Language, 254
Payment, 255
 
 
PART IV CONTACT WITH PEOPLE 259
 
13 Making Appointments and Receiving Callers 261
Making Appointments, 262
Scheduling Appointments, 262
Selecting Appointment Calendars and Yearbookst 264
Making Entries in the Appointment Calendar, 268
Canceling Appointments, 271
Receiving Callers, 272
Greeting Callers in the Reception Area, 274
Greeting Callers in Yotlr Of fiee, 275 Locating the Boss, 283
Terminating Conferences, 284 Interrupting an Executive, 285
Receiving the Caller who Does Not Have an Appointmentv 28fi
Refusing Appointments, 288
 
14 Using the Telephone 293
Effective Use of the Telephone, 294
Using Telephone Directories, 294	Plaeing a Local Call, 295
Answering the Telephone, 296 Placing Long-Distance Calls, 302
Receiving Long-Distance Calls, 306 Placing Overseas Calls, 306
Using Automatic Dialing Equipment, 307
Telephone Systems, Equipment, and Service, 309
Telephone Systems, 310
Telephones and Related Equipment, 311
Interconnect Equipment, 317
Wide Area Telecommunications Service, 318
Telephone Recording Devices and Answering Services, 318
 
15 Assisting with Meetings 322
Informal Meetings, 323
Formal Business Meetings, 326
Reserving a RoomS 327 Sending Notices, 328
Preparing the Agenda, 329 Assembling Materials, 331
Handlillg Telephone Interruptions, 333 Recording Minutes, 333
Following Up, 338 Preparing Minutes, 339
Correcting Minutes, 345 Indexing Minutes, 346
The Corporate Secretary, 347
 
16	Arranging forTravel 351
Plans for the Trip, 352
Travel Department, 352 TravelAgencies, 353
Trip Irtformation Needed, 355
Domestic and International Travel, 355
AirTravel, 356 CarRental Services, 364
Other Transportation Between Cities, 366
Hotel and Motel Reservations, 367 Passports,	368	Visas,	370
Immunization Requirelnellts, 370
The Secretary's Responsibilities for Following Through, 371
Prior to the Trip, 371 L)uring Your Boss's Absellce, 374
After Your Boss Returns, 375
 
 
PART V  OFFICE EQUIPMENT AND SUPPLIES 379
 
17 Typewriting Equipment, Supplies, and Techniques 381
Electric Typewriters, 382
Office Stationery and Supplies, 384
Paper, 384 Carbon Paper, 386 Copying Film, 387
Carbonless Paper, 387 ' Typewriter Ribbons, 388
Typewriting Techniques, 389
Aligning Copy, 389 Judging the End of the Page, 394
Typing Lahels, 395
Carbon Sets and Carbon Packs, 396
Assembling Carbon Sets, 396 Assembling Carbon Packs, 397
Inserting the Carbon Pack into the Typewriter, 399
Adjusting the Impression Regulator, 399
Overcoming Bottom-Line Slippage, 399
Producing Top-Quality Carbon Copies, 400
Making Blind Carhon Copy Notation, 401
Correcting Techniques, 402
Erasing Supplies, 402
E,rasing and Correcting Techniques, 405
Tabulation, 409
Typing Headings, 409 Figuring Vertical Placement, 409
Figuring Horizontal Placement, 410
Centering Column Headings, 412
Ruling Horizontally and Vertically, 414
 
18 Reprographics, Calculating, and Word
Processing Equipment 418
Reprographics, 419
Copiers, 419 Duplicating Processes, 421
Calculating Equipment, 426
Adding Machine and Printing Calculator, 426
Electronic Calculators, 426
Word Processing Equipment, 429
Dictating and Transcribing Equipment, 429
Automatic Typewriters, 431 Text-Editing Typewriters, 431
Communicating Typewriters, 434
 
 
PART VI RESEARCH AND REPORTS 437
 
19 Finding Facts in Published Sources 439
Libraries and Librarians, 440
Books as Quick Sources of Facts, 441
Guides to Reference Books  441
Information Ahout Books in Print, 442
Almanacs and Yearbooks, 443
Dictionaries, Encyclopedias, and Atlases, 444
Biographical Information, 445 Financial Information, 446
English Usage, 447 Etiquette Books; Quotations, 448
Periodical, Newspaper, and Vertical File Indexes, 449
Periodical Indexes, 450 Newspaper Indexes, 453
The Vertical File, 453
United States Government Publications, 455
Directories, 455
Telephone Directories, 456 City Directories, 457
Official Congressional Directory, 457
National ZIP Gode Directory, 457
Chambers of Commerce Directories, 457
 
20 Typing and Composing Reports 460
Informal Reports, 461
Letter Reports, 461 Memorandum Reports, 463
Short Internal Reports, 464
Formal Reports, 466
Guidelines for Typing Formal Reports, 466 Preliminaries, 476
Supplementary Sections, 483
Suggestions for Preparing and Composing Formal Reports, 487
 
 
PART VII RECORDS MANAGEMENT 495
 
21 Filing Procedures, Supplies, and Equipment 497
Relation of Filing to Records Management, 498
Need for Filing Systems, 498
Filing Procedures, 500
Preparation of Papers for Filing, 500
Teehniques for Putting Papers Away, 506
Charge-Out Methods, 507
Supplies, 508
Guides, 508 Folders, 508 Labels, 511
Equipment for Correspondence and Cards, 512
Housing Correspondence, 512	Maintaining Card Files, 514
 
22 Alphabetic Filing Procedures and Rules 519
Alphabetic Filing Procedures, 520
Sequelltial Alphahetic Filing, 520
Random Alphabetic Filing, 524
Management of Correspondence Files, 524
Alphabetic Filing Rules, 527
Order of Filing Units, 527 Names of Individuals, 528
Names of'Business Establishments, 532
Governmental and Political Designations, 539
Miscellaneotls Rules, 541
Variations in Alphabetie Filing Rules, 545
 
23 Filing,Systems, Retention, and Storage 550
Numeric Filing, 551
Straight lftlmeric, 553 Terminal Digit, 555
Middle Digit, 556
Geographic Filing, 557
Example of a Geographic System, 557
Steps for Filing Geographically, 559
Subject Filing, 560
Dictionary and Encyclopedic Arrangements, 560
Numeric Subject Filing, 563
Chronological Filing, 565
Records Retention, Storage, and Disposal, 565
Records Retention and Protection, 566
Transfer Methods, 567 Microf'ilming, 569
Automated Filing Equipment, 574
 
 
PART VIII BANKING SERVICES AND FINANCIAL RECORDS 579
 
24 Banking Services 581
Transferring Funds, 582
CertifiedCheck, 583 Cashier's Check, 584 Bank Draft, 584
Bank Money Order, 585	Traveler's Checks, 585
Writing Checks, 586
Cheekbooks and Check Forms, 586
Rules for Writing Cheeks, 587 Stop-Payment Notification, 588
Cheeks Written for Cash Withdrawals, 589
Understanding the Numbers on Checks, 589
ABA Numbers, 590 Magnetie Ink Characters, 590
Endorsing Checks, 591
Restrictive Endorsement, 591 Blank Endorsement, 591
Full Endorsement, 592
Making Deposits, 592
Preparing Curreney, Checks, and Other Items for Deposit, 593
Preparing the Deposit Slip, 594 Making Deposits by Mail, 595
Using the Night Depository, 595
Reconciling the Bank Statement with the Checkbook Balance, 595
Adopt a Systematic Method, 596
Make the Reconciliation Statement, 597 Search for Errors, 598
File Canceled Cheeks, 599
 
25 Financial Records 601
Accounting Records and Reports, 602
Petty Cash Fund, 602 Inventory Records, 605
Finaneial Statements, 607 Payroll Records and Procedures, 613
Expense Accounts, 616
The Executive's Personal Business Records, 620
Real Estate Records, 621 Insuranee Records, 623
Investment Records, 625 Income Tax Records, 630
Location of Important Papers, 632
 
 
PART IX DATA PROCESSING 635
 
26 Basic Concepts of Data Processing 637
Unit-Record System, 638
Input Media, 638 Equipment, 638
Electronic Data Processing, 642
Dada Entry, 642
Central Processing Unit, 645
Output, 646
Computer Language, 646
Minicomputers, 648
 
27 Impact of Computers on the Secretary's Role 650
Ascertaining Accurate and Complete Input, 651
Providing Rapid Communications, 653
Using Computer Storage, 656
 
 
PART X THE SECRETARY'S FUTURE 659
 
28 The Job Campaign 661
Locating Job Prospects, 662
College Placement Office, 662 Business News Items, 663
Direct Application, 663 Friends and Associates, 664
Employment Agencies, 664* Civil Serviee Announcements, 665
Newspaper Advertisements, 666
Prospects in Another Geographic Area, 667
Applying for Jobs, 668
The Resume, 668 The Application Letter, 674
The Application Form, 677 The Job Interview, 677
Follow-up Letters, 684
 
29 Your Role as Supervisor 688
Varied Secretary-Supervisory Roles, 689
Supervisor of Temporary Worker or Assistant, 689
Liaison for Your Boss's Staff, 689 Coordinator of Secretaries, 690
Secretary-Manager of Of fice Services, 690
Administrative Assistant, 690
Preparation for Your Role as Supervisor, 691
Principles of Supervision, 693
Recruiting Employees, 693 Orienting the Employee, 693
Teaching, 694 Assigning Work Loads, 696
Gaining Cooperation and Respect, 697
Motivating Employees, 699 Delegating Work and Authority, 700
Handling Personnel Problems, 701
Advising on Personal Problems, 702 Rating Employees, 702
Selected Readings and Reference Books, 704
Index, 707