OFFICE ADMINISTRATION

MODULE II: COMMUNICATION

Communication – is the transmission of information from one person to another. A message has a
sender and a receiver. Communication can be one-way or two-way.

Reasons for communication in a business

 To provide information
 To give or receive information
 To assign duties

Characteristics of good communication

Clarity – the recipient must be able to understand the message in terms of language and expression, e.g.
appropriate language should always be used.

Accuracy – information in the message (facts, figures and diagrams) must be correct

Specificity – the message must not be misleading, have double meanings or assume that something is
known

OBJECTIVE: Describe the various channels of communication used in the office

Directional channel of communication

The direction of flow of information in a business can be formal\official or informal/ unofficial channels

 The formal/official channel of communication is used by executives and or employees in carrying

out the functions of the organization

 The informal/unofficial channel of communication is used by employees outside the formal lines
of communication. This type of communication promotes social interaction among members of
a group and provides alternative channel of communication.

There are four methods, means, medium or channels of communication

1) Oral communication
2) Written communication
3) Visual communication
4) Electronic communication

Oral channels of communication

 Conversation, telephone call, interview, discussion, meeting, conferences, radio and

television

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Advantages of oral communication

 It is relatively cheap
 It saves time
 It provides immediate feedback
 It improves interpersonal relationships

Disadvantages of oral communication

 There is no record of the communication

 Tone of voice and facial expression can convey a different meaning
 The recipient may not retain all the information
 The recipient must listen attentively

A) Electronic channels of communication

 Tele-conferencing, video conferencing, computer, internet, intranet, electronic mail (e-
mail), intra-mail, voicemail, facsimile (fax), scanning, scan to e-mail, scan to file, tele-
commuting, telemarketing, texting and instant messaging (IM)

How the effectiveness of an organization can be increased through the following electronic
channels of communication:

(i) Telemarketing
 It creates a wide range of options for your target market.
 It allows for existing and new customers to be kept updated
 It allows the business to change the processes based on the needs of the business
 It allows the business to promote and sell products and services and get feedback
quickly
 Reduces operational cost

(ii) Telecommuting
 Increased productivity
 Lower overall business cost
 Reduces employee turnover
 Flexible working hours

Advantages of electronic communication

 The recipient can access information instantly

 There can be immediate feedback

Disadvantages of electronic communication

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  Power failures or a lack of network can cause delays
 The system often crashes and data can be lost

B) Written communication
 Letters, memoranda (memos), reports, notices, agendas, minutes, questionnaires,
itineraries, press releases, advertisements

Format for a memo or memorandum

To: ________________________________________
From: ________________________________________
Date: ________________________________________
Subject: ________________________________________

Body of the Memo

____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________

NB: A memo has no salutation and no complimentary close it is used only for communication within an
organization. It is an informal method of communication

Salutation is the greeting for example Dear Sir/Madam, Dear Mrs. Thomas, Dear John Peters

Complimentary close – yours sincerely, yours faithfully

Format for email

From: ______________________________________________________________
To: ______________________________________________________________
CC/BCC: _____________________________________________________________
Salutation: ______________________________________________________________

Body of e-mail (what you are writing about 3 to 5 paragraphs)

___________________________________________________________________________________

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___________________________________________________________________________________
___________________________________________________________________________________
___________________________________________________________________________________

Complimentary close:

Signature:

Format for a formal letter

Sender’s Address/ Your Address
_____________________________
_____________________________
Date
______________________________
Telephone Number
_______________________________
Receiver Address/ Company Address
________________________________
________________________________
________________________________
________________________________
Salutation
________________________________

Body of letter
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
Complimentary close

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 _______________________
Signature
_______________________

NB: Salutation – Dear Sir/Madam use the complimentary close Yours Faithfully

Dear Mr. Peters or Dear Mrs. Thomas or Dear John Doe use the
complimentary close Yours Sincerely

MESSAGE FORM
To:
From:
Organization:
Address:

Phone:
Message

Message take by:

Date:
Time:

Advantages of written communication

 It is relatively inexpensive
 It can be of any length
 Copies can be made for future reference

Disadvantages of written communication

 Information can be disclosed through unauthorized access

 Information can be changed or tampered with
 Documents can be soiled, damaged or misplaced

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  Office space and equipment are required to store documents

C) Visual channels of communication

 Charts, graphs, histograms, signals, signs, films, slides, tapes, digital photographs
Posters, Diagrams Multimedia presentations, Body language/nonverbal communication
(NVC)

Objective: Identify factors affecting the selection of communication channel

Factors affecting the selection of communication media

 Degree of urgency (speed), genre, level of confidentiality (privacy), location and distance, cost,
maintenance of records or evidence, reliability, time zones, number of people, length and kind
of information, influence , audience size, cost, efficiency and effectiveness

Communication flows

Objective: Identify factors affecting the flow of communication

The flow of communication in any organization goes in several directions depending on the type and
level of communication. Communication can be formal or informal, internal or external, up, down,
horizontal or diagonal.

Communication flows in an organization

In an organization, communication flows in the following directions:

1) Downward (top-down) communication – flows from manager and supervisors to subordinates

in order to transmit information relating to work, such as to convey objectives, strategies, job
assignments or evaluation
2) Upward (bottom-up) communication – flows from members of staff at a lower level to
managers and supervisors in relation to concerns, output, co-workers, comments or suggestions
about the organization
3) Horizontal or lateral communication – flows from person at one level to other persons at the
same level; e.g. manager to manager, supervisor to supervisor etc
4) Diagonal (vertical) communication – flows from persons at a lower level in one department to a
higher level person in another department and vice versa

Communication climate

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 The communication climate refers to the environment within an organization’s communication
network through which people exchange information. There are two types of communication
climate within an organization:

1) Open climate – is one which encourages the free flow of information

An open communication climate promotes productivity because people are free to express
themselves. It also improves the organization’s effectiveness when employees at a lower level
can interact with supervisors or and managers without any difficulty

Ways in which fostering an open communication climate may enhance the morale and productivity in
an office

 Employees take part in the decision making as such they morale and productivity is enhanced
 Employees feel like there are a part of the organization and that their voice matters and as such
morale and productivity is enhanced.
 Being free to express themselves leads to enhance morale and productivity as there is job
satisfaction.

2) Closed climate – is one which blocks the flow of information

A closed communication climate does not encourage open communication; it discourages
people from expressing themselves for fear of being judged if they do. In a closed
communication climate, management may have a hidden agenda and therefore suppresses
communication from the lower level. There are signs of manipulation.

Factors affecting the flow of effective communication in an organization

Some of the factors affecting the flow of communication are:

 The relationship between management and workers (open or closed)

 The reputation of the organization
 Management personnel turnover

Actions that a supervisor should take to improve the efficiency of the department

 Clarify roles and employees task

 Give feedback to employees
 Match task to skills
 Delegate task
 Train and develop employees

Actions that an employee should take to improve the efficiency of the department

 Keep goals clear and focus

 Set and track attainable goals
 Tweak your time management practices

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  Ditch your digital devices
 Commit to deadlines

Barriers to effective communication

Objective: Discuss the barriers to effective communication

Barriers to communication are things that hinder the transmission and/or receipt of information

Some barriers to effective communication are:

 Perceptual, cultural and personal bias, semantics, literacy skills, language, status, conflict,
environment (physical barriers), emotions, feelings, grouping, topic, mindset, manner of
delivery (attitude), non-verbal behavior

Forms of decision making business structure

 Centralized structure – in a centralized organization, the main responsibilities and decision
making are carried out by the head office
 Decentralized structure – departmental managers can make their own decisions without going
through any chain of command
The different forms of decentralized structures are:
 Pyramid – a pyramid structure can be according to the hierarchical organization. In a
pyramid, the top level management is at the top, the middle level management is below
that, followed by supervisors and at the lowest level the subordinates and the lower
grade workers. Workers report to their immediate supervisor. The alternative to a
pyramid structure is an:
 Inverted pyramid – a structure in which the people who are in direct contact with the
consumers, such as a receptionists, secretaries, sales clerks and cashiers are at the top
of the structure as front line staff.
 Matrix - a matrix structure is one in which workers report to two supervisors
simultaneously, as in a functional organization. Workers report to both their functional
leader and their product leader. The shape of the matrix varies.
 Independent – with a decentralized structure new openings for the business in another
line of service or location can operate as an independent unit

Types of stationary

Objective: Select appropriate types and sizes of stationary for a variety of uses

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Types and qualities of paper

 Bond – is a high quality paper usually with a gloss or watermark to indicate the right side. It is
generally used for letterheads and memo forms and to print or type the original of almost any
document or correspondence
 Parchment paper – is a heavy quality paper resembling material that is made form the skin of
sheep or goat, which is used for preparing handwritten work for presentations and printing
certificates
 NCR (no carbon required) paper - is thinner than bond paper but thicker than bank and is not of
a high quality. The back of the first and the front of the second sheet are chemically treated in
order to facilitate copying without having to make use of carbon paper
 Bank paper or flimsy – is thinner than bond paper and of a lower quality, without any
watermark. It is used for unimportant work, drafts, carbon copies and multiple copies of forms.
 Onion skin – is a tough, thin, lightly crinkled translucent paper. It is mainly used for tracing
graphics such as charts, diagrams and maps
 Non-absorbent duplicating paper – is good-quality paper with a slight gloss to indicate the right
side. It is used for making copies on a risograph.

Paper sizes

This refers to the measurement of the paper. This size of paper generally used for stationery and
printing is International Organization for Standards (ISO) A Series e.g. A4. The B Series is used for
posters, charts and maps while the C Series is used for envelopes

Name Size in mm Name Size in Uses

mm
AO 841 x 1189 Posters, wall maps, technical drawing
A1 594 x841 Posters, wall maps, technical drawing
A2 420 x 594 Travel schedules, maps, drawings, wall calendars
A3 297 x 420 Financial statements, deeds, sketch pads
A4 210 x 297 Long letters memoranda, reports minutes, laser
Letter size 216 x 279 printer, manuscripts, tabular work, specifications
2/3A4 200 x 210 Legal size 216 x 356 Legal documents, itineraries, organization charts
Executive size 184 x 267 Chairman’s agenda, circulars, advertisements
A5 148 x 210 Short letters, memo, notices, agendas, credit
notes
A6 105 x 148 Postcards, invitation, index cards, circulation slip
A7 74 x 105 Labels, cards, index cards, compliment slips
A8 52 x 74 Business cards, playing cards
A9 37 x 52 Labels, price tags
A10 26 x 37 Postage stamps

Envelopes

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Envelopes are used to keep papers or documents together, clean and safe and to protect them against
loss, damage or unauthorized access while they are being displaced to another destination

Quality of envelopes

 Bond – high quality durable envelopes with a gloss finish generally white
 Manila – good quality durable envelopes with a gloss finish usually light brown or yellow
 Parchment – heavy quality envelopes
 Water-resistant – tough, flexible envelopes

Styles of envelopes

 Banker envelopes – envelopes with round or pointed seal flaps that open on the long side
 Wallet envelopes – envelopes with straight seal flaps that open on the long side
 Pocket envelopes – envelopes with seal flaps that open on the short side

Types of envelopes

 Commercial envelopes, Self-adhesive envelopes, Clasp and string-and-button envelopes,

Padded envelopes, Window envelopes, Aperture envelopes, Anti-trap envelopes, Business
reply envelopes
 Airmail envelopes – high quality lightweight envelopes with a pattern on the inner surface, a
border of red and blue parallelograms on all four edges and the words VIA AIRMAIL; they are
used for sending mail by air.

Sources of information / reference materials

Objective; Select relevant sources of information

Reference material Particulars of contents

Dictionary Words arranged alphabetically with correct spelling, derivation,
parts of speech, pronunciation, meaning etc
Directory of Directors Names of directors and their companies

Encyclopedia Information on any subject or topic

Hansard Verbatim reports of parliamentary proceedings

Search engines/internet Information form the World Wide Web / Information on almost
any topic and e-mail on the World Wide Web
Maps Roads, streets and important places in a town or country

Official Gazette Government information relating to legislation, vacancies and

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 appointments in the public service, probate advertisements etc
Post Office Guide Postal services, regulations and postal rates

Thesaurus Words group in relation to their meanings; their synonyms;

their antonyms
Telephone directory Telephone company information pages –services offered by the
telephone company, terms and conditions of services
Blue pages – government listings, diplomatic missions
White pages – subscribers’ listing
Green pages – facsimile listings
Yellow pages – classified advertising according to service,
product, trade, occupation or profession
Trade journal Information relating to a particular trade

Travel schedule Airline timetable showing information about flight – flight

number, equipment, class, frequency and destination
Ship timetable showing information about trips – MV, class,
frequency and destination
Whitakers Almanac Information on countries in the world relating to government
ministers, embassies and high commissions, law courts,
industries, imports, exports, language, population etc
ABC World Airways Guide Details about air services

ABC Shipping Guide Details about sea services

Atlas Information on physical characteristics, politics, rainfall,

temperature, vegetation, population, products and location of
places in the world
CAIC Bulletin Physical, political, rainfall, temperature, vegetation, population,
products and location of places in the world
Caribbean Year Book Biographies of prominent persons in the Caribbean

Telephone techniques

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Objective: Describe the proper techniques for receiving and relaying messages by telephone

It is important that persons in a business use proper telephone etiquette in both answering and relaying
messages.

Telephone etiquette:

 Answer the telephone as quickly as possible and give the caller your full attention
 Be polite and greet the caller in a friendly cheerful and pleasant voice. Then identify yourself or
department or organization
 Listen and be alert to what the caller has to say. Always have a message pad and pencil/pen at
the side of the telephone to write messages. Take accurate messages.
 Do not interrupt the caller when he/she is speaking
 If the person required is not available, ask the caller if he/she wishes to:
- Speak to any other person
- Call again at a later time
- Be called later when the person is available
- Leave a message or be helped by you

 Record the caller’s name, business address and telephone number and any extension number
 End the conversation in a friendly manner by thanking the person for calling and saying good
bye

Expressions used in telephoning:

 Good morning/good afternoon, Ann & Dale Co Ltd, Joanne Young speaking,
 How can I assist you?
 I will like to speak to M…………………
 May I take a message, please?
 Please call again later during the day
 Please hold for a moment
 Sorry, you have dialed the wrong number
 Could you spell that word, please?
 Could you repeat your name, please?
 Thank you very much for your assistance
 You are welcome. Goodbye

Recording systems

Voice mail – is a personal computerized answering system that not only answers calls but also performs
the function of a recording system to receive and store messages in an electronic mailbox when:

 You are away from the office or the phone

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  You are busy attending to other matters
 Your phone is being used

When a person calls and there is no one to answer the telephone, a pre-recorded voice invites the caller
to leave a message and/ or name and telephone number or to call back later

Telephone answering-recording machine – a device used for receiving telephone messages and
recording information. When someone dials the number, and no one is available to answer, a pre-
recorded message is played after the ringing tone is heard. The caller is invited to leave his/her name,
telephone number and any message after a given signal. The information is recorded and can be
replayed later. There is usually a light on the equipment indicating that a message is recorded.

Receiving and delivering messages

In the absence of any recording equipment, the administrative assistant or whoever answers the
telephone for a staff member who is away should follow these guidelines in receiving, recording and
delivering telephone messages:

 Secure the message pad and pencil/pen

 Record on the appropriate line/box on the message sheet following:
- The name of the person for whom the call is received; date and time of call
- The caller’s name, organization, address and telephone number including the extension
number
- A check mark to indicate the caller telephoned
- A check mark in any appropriate box as necessary
- Brief and accurate details of the message, if any, in legible handwriting
 Confirm what is noted – read the message to the caller to ensure that it is correct
 Sign the form on the space provided
 Place the message form on the staff member’s desk where it can be seen as soon as he/she
returns

Measures to take to ensure the accuracy of the message

 Ask the caller to repeat the information

 Confirm what is noted
 Ensure all boxes are checked with the appropriate information


Use of the telephone directory

 Turn to the specific color page to locate the required alphabetical section
 Glance through to find the particular name
 Read the information, makes any necessary notes, including the telephone number

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The telephone directory is used to find:

 Services available from the telephone company, local and international codes and rates of calls
 Terms and conditions of utility services
 Name, addresses, facsimile and telephone numbers of government and government related
organizations, individuals and firms
 Diplomatic missions and honorary consulates of foreign countries in your country, their
addresses and telephone numbers.

Maintaining personal and company telephone directories

A personal directory can be made on a pocket booklet with a visible index at the edge. It is used to
record the names, addresses and telephone numbers of persons to who calls are made frequently. It
may also list emergency numbers.

A company directory contains the names of members of staff of the same and other department, their
extensions numbers, addresses and names of persons from other firms to whom calls are made
frequently.

Automated switchboards

 Organizations have several telephone lines and several extension telephones to facilitate both
incoming and outgoing calls.
 A switchboard is used to connect any extension to an outside line.
 A switchboard is operated by a member of office staff or the switching can be done
automatically.
 It is also known as a call distribution system or a call connect system
 A switchboard is an electronic board with switches that are connected by telephone lines to the
telephones in an organization and by extension telephones in an organization.

Functions of an automated switchboard

 Manages the main operator call handling to contact departments and persons
 Activate a voice mail system
 Prompts callers to press a number or to say the name of the person or department they
need to contact if this is known
 Transfers the information received to the relevant company directory number
 Sends voice messages by short messaging service or e-mail.

Operation of an automated switchboard

 It can be connected to the company’s existing telephone system

 It is programmed with the company directory of numbers and names of persons, so numbers
 It can be integrated with the company’s existing voicemail system

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 Paging devices

Objective: To explain the use of various types of paging devices and internal communication
links.

Communication in business takes place both internally and externally. There are special devices that
are used for internal communication. Internal communication links are very important in the routine
activities of any business. Some of these devices include:

1) Paging devices – a paging device is a piece of electronic equipment used to contact a person by
calling the person’s name over a microphone connected to a loudspeaker or by dialing the
person’s pager number and sending a message.
2) Intercommunication system (intercom) – used to contact persons within an organization it
allows for single channel calls or conference with multiple locations at once. It also allows for
private communication between two channels without disturbing the others
3) Public address system (PA system) – it is used when a message or information is to be sent to
everyone.
4) Pager – this is a small device that is placed on a person. The person is contacted through a main
system linked to the switchboard when his or her pager number is dialed.

Internal communication devices

1) Intra-mail – a system of transmitting mail within an organization through the intranet,

facsimile machines and through the company messenger
2) Voice mail – a computerized answering system that can receive and store messages in an
electronic mailbox
3) Telephone extensions – additional telephones connected to the main telephone line by
extension wires to several telephone line via wall outlets
4) Memos – an informal written communication between departments of an organization
5) Radiophone – transmits messages using radio wave. They are used in transport to
communicate with other persons or the office
6) Closed circuit television – this is a device consisting of several cameras placed at locations in
an organization and connected to a TV screen a system controller and a recorder.
7) Notice
8) E-mail
9) Telephone extension
10) Letters

Methods of sending money by telecommunications

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  Mobile money
 Electronic transfer
 Money gram / western union
 Tele-banking

Telephone services

Objective: Assess the communication services offered by telecommunication providers

 Local calls, Long distance calls, Overseas calls

 Station-to-station call – is a long distance call made by direct distance dialing to a certain
number in which the caller speaks to anyone who answers or to whom the call is transferred.
The charge for this call begins as soon as someone lifts the receiver and it depends on the
duration and the time of day.
 Person-to-person call – long distance call made to a specified person, department or office with
the assistance of the operator. Charge is higher than a station-to-station because the operator
has to wait until the required person is reached.
 Collect calls or reversed charge calls – the person receiving the call pays for it
 Emergency calls – made to numbers that connect the caller to the local emergency services for
assistance
 Conference calls – long distance call that allows a firm to conduct meetings with several persons
at the same time at different places without meeting them in person.
 Videoconferencing – use of television to host a meeting with persons in various locations.
 Call waiting – a special feature on a telephone that alerts the person using the phone that
another call is coming in
 Call forwarding – a feature that allows incoming calls from one person’s telephone number to
be automatically transfer to another
 Voice mail – a computerized answering system that can receive and store messages in an
electronic mailbox
 Caller identification – a feature that displays the telephone number and name of the person
calling
 Speed dialing – a feature that allows a person to programme into his or her telephone either up
to 8 or 30 regularly used numbers a single digit number they can press and contact them
 Phone cards – a service that enables a person to make local and or overseas telephone calls
from specially marked public telephone boxes using prepaid cards
 Mobile or cellular phones – an electronic device used for mobile communication over a cellular
network of base stations
 Text messaging – is the exchange of brief written messages from one cell phone to another
 Electronic top-up machines – also called E top-up machines provide cell phone credit top-ups
from cellular phone service providers

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  Voice over internet protocol (VolP) – allows you to make telephone calls over an Internet
Protocol (IP) data network.
 Skype – a brand of VolP software that can be downloaded to make calls to any one who has that
software installed.

POSTAL COMMUNICATION

Objective: Describe the services available for dispatching mail

Courier services – a messenger or private enterprise undertaking door-to-door pick-up and speedy
delivery of documents and parcels to local, regional and international destinations.

Factors that determine the price of delivery

 Size Weight Destination Priority of delivery

Advantages of courier services

 Safety - there is no damage to packages

 Convenience – pick-ups can be done from home or office and delivery is made door-to-door
 Speed – delivery is done on the same day or the next day
 Reliability – it is always on time
 Guaranteed delivery and confidentiality – an agent will ensure someone is at home or office to
collect the packages and give directions
 Electronic tracking – the package can be traced form pick-up to delivery
 Multiple package shipment – several items can be sent at the same time
 Customs brokerage for all packages – speedy and efficient customs brokerage clearance is
provided.

Postal services

Mails are classified as follow;

 First class mail – this consists of cards, letters and small packages sent at a higher postage
rate that is determined by weight. It is delivered as quickly as possible
 Priority mail/express mail – this is first class mail in special envelopes that is delivered by a
special messenger
 Standard mail – consists of letters, cards, and packages with samples of small products,
printed papers with neither confidential nor urgent information etc. there is a weight limit.
Second class mail is delivered at a slower pace than first class

Delivery options:

 Registered mail – a service provided by the post office at an extra cost in addition to the
normal postage fee for sending a letter or parcel. Usually registered mail contains

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 checks, orders, commodities or important documents, so that in case of loss or damage
compensation can be received from the post office.
 Express mail service – is offered by the post office for delivering mail from the delivery
post office to the addressee by special messenger for the payment of an extra fee in
addition to the normal postage. This service includes tracking and insurance
 Recorded delivery – this is a service provided by the post office for the payment of a
recorded delivery fee in addition to the normal postage for providing the sender with
proof of postage and also proof of delivery. The person receiving the mail has to sign for
it as proof of delivery. The signed receipt is retained by the post office as proof of
delivery.
 Post restante – a service provided by the post office for travelers, visitors and workers
to arrange for their mail to be addressed to a main post office in the country to be
visited.
 Skybox – a personal address in Miami Florida assigned to any person who has registered
to use the service as a U.S. shipping address in which to receive packages and
documents with delivery to his or her home or office through a courier agent without
any complications.

Procedures for sending and receiving parcels

Regulations for sending and receiving money and other valuables by post

The post office and courier organizations have special regulations concerning the dispatch of money and
other valuables. Precautions must be taken in packaging the items and providing for adequate insurance
and compensation in the event of loss or damage.

Regulations for sending money by post:

 Obtain the currency note or purchase a money or postal order or international reply coupon
from a post office or a bank draft from a commercial bank
 Cross the order or draft to provide protection against misappropriation
 Wrap the currency note, order or draft with any correspondence and place these items in an
envelope, making sure that they cannot be identified through it.
 Seal the envelope. The method of sealing should bear a mark or initials so that the contents can
be removed only by destroying or tearing the seal with the mark or initial.
 Take the envelope to the post office and post it by registered mail
 Collect the registration receipt from the post office clerk.

Procedures for sending other valuables by post:

 Wrap the valuables in paper and insert the result in a special envelope or small box

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  Write the name and address of the addressee on the broader side and on the upper left-hand
corner write the return address
 If using air mail, a label indicating this should be pasted at the bottom left hand corner
 Take the parcel to the post office. If the parcel is being sent abroad ask for a customs declaration
form. Fill out the form and paste it on one side of the parcel. Attach a copy of the export license
if required.
 Paste postage stamps of the correct value on to the parcel as advised by the post office clerk.

Nature and use of parcel post services:

A parcel is a three dimensional piece of mail contained in a box, tube or thick envelope not exceeding a
specified size and weight as determined by the postal regulations in each country.

Packaging – the container must be of sufficient strength with inner padding to prevent the item, if
fragile, being broken during transit. The words fragile- handle with care or do not bend must be written
boldly in capital letters above the address. The package should be insured if necessary and delivery
confirmation requested if proof of delivery is needed.

Dangerous, hazardous or prohibited items will not be sent by the post office.

Procedures for dealing with incoming mails

Objective: Outline procedures for dealing with incoming and outgoing mail in large and small offices

Incoming mail

Procedures for dealing with incoming mail

a) Receiving
b) Recording
c) Stamping
d) Routing of mail
e) Treatment of remittances and registered mail
f) Archiving

A routing slip – is used when a document is to be sent to several persons in an organization in a

preferred order

An enclosure – is any document or other item sent with a correspondence

A remittance – is a payment received with a letter. It may take the form of currency notes. A cheque, a
money order or a postal order

A remittances book – is a book in which all remittances received through the mail are noted

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An inward mail register – is a book in which incoming mail, especially special mail, is noted.

Unusual mail – is an item of mail, e.g. letter or packet of an unusual shape suspected of containing a
letter bomb or dangerous substance.

Archiving – paper records that are selected for permanent preservation are placed in labeled boxes and
then transferred to a separate location known as the archive. On computer files are archived using
the .zip file format or a similar one to compress data.

Procedures for dispatching or dealing with outgoing mails

a) Sorting of mail
b) Preparation of mailing lists
c) Use of postage book

A mailing list – is a list of names and addresses of persons and firms to whom mail is sent regularly. It is
arranged in alphabetical order

Reasons for using mailing list:

 To have up-to-date record of customers and their addresses

 To have as a reference a list of customers interested in a particular type of goods or service
 To enable the firm to dispatch to customers any sale offers or information on new products or
policies without delay.

A postage book – is a book in which transactions dealing with postage stamps are recorded.

Uses of a postage book:

 To record the value of stamps purchased

 To record the quantity of each category of mail posted daily
 To record the value of stamps used
 To find the value of stamps remaining.

Automation of mailing activities in large offices

 Addressing machine – prints mailing addresses, bar codes and customized messages on
envelopes and labels

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 Advantages – address is clear and legible, saves time

 Franking machines – print postal impressions in red on envelopes and labels.

Advantages – cutting postage costs, improving office efficiency, can print accurate postage amount

 Letter openers – are used to slit one side of envelopes without damaging the contents so staff
can sort and distribute mail as quickly as possible
 Collating machines – assembles the sheets of multi-page documents by numbers

Advantages – it can handle a variety of paper sizes, automatic changeover of paper with no manual
adjustment, stacked sheets into order, fast, efficient and productive

 Folding machines – are designed to prepare letter-sized documents for mailing. Some folding
machines also collate, fold, staple and insert sheets of paper into envelopes.

Advantages – increase productivity, save time, increase efficiency, can fold many more mail items
than someone doing it manually

 Sealing machines – accelerate the sealing of envelopes thus eliminating manual wetting and
folding flaps and sealing envelopes

Advantages – a cleaner more effectual appearance, an increase in product security due to tamper proof
sealing, elimination of multiple tapping, increase productivity

 Mail merge – is a software function used to produces a number of documents from templates.
In order to create a mail merge you need a main document, a data source and a merge
document
 Parcel scale – calculate the total weight of a product or item for shipping

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