Records Management: Values and Life Cycle

• Records management entails systematic control from a record's creation to its final disposition

Record Values

• Administrative records aid daily business decisions
• Examples include sales reports, HR information, and customer satisfaction
• Legal/Legislative records provide legal evidence of business transactions or legal changes
• Examples of Legal/Legislative records include mergers, selling/buying, marriage, and birth
• Historical records document past operations
• Meeting minutes, policies, and procedures are examples of histroical records

Life Cycle of a Record

• Creation/Receipt: Creation involves a new patient, while receipt involves receiving a patient file from another office

• Distribution/Use: Distribution to users involves the doctor treating the patient, while use involves decisions, references, and inquiries

• Decisions determine what tests need to be run based on what has been documented previously

• Reference considers what the patient has been through, like tests, medications and care plans

• Inquiries address allergies to medications or any religious restrictions

• Maintenance involves updating the file once the patient has seen the doctor, including correct address, telephone number, and health card information

• Disposition: Transfer occurs when the doctor refers the patient to a specialist

• Store: Maintain files when the patient returns to the office

• Destroy: Files may be destroyed after 10 years if the patient is no longer in care or is deceased, per the Public Health Act in Ontario for those 18+

• Ascension logs are lists of numbers in ascending order

• Direct access requires no additional resources to locate files

• Geographical indexes are lists of locations in alphabetical order by region

Record Storage Systems

• Four types exist: alphabetical, geographical, numeric, and subject storage

Indexing Rules

• Index everything in CAPS
• Proper sequence: Arabic numerals, Roman numerals, alphabetical, alphanumeric
• Index nothing before something
• Index only numbers and letters, avoid punctuation or symbols

Geographical Filing

• Geographic filing is a direct method if the business's location is known
• If unknown, it is an indirect method using a separate geographic index
• It is useful for: utility companies, real estate firms, sales organizations, and government agencies

Numeric Filing

• It provides the highest level of security
• Names are absent on file labels or guides
• Records are assigned numbers in numeric sequence
• Accession logs track assigned numbers

Subject Storage

• It is useful but the most difficult to maintain, every record requires reading to determine its subject
• Difficulties arise from differing interpretations of the subject

Alphabetical Indexing Rules

• Includes rules for:
  • Indexing order of units
  • Minor words/symbols in business names
  • Punctuation and possessives
  • Single letters/abbreviations
  • Titles and suffixes
  • Prefixes (articles and particles)
  • Numbers in business names
  • Organizations and institutions
  • Identical names
  • Government names

Indexing Order of Units

• Surname is the key unit for personal names

• Given name or initial is the second unit

• Middle name or initial is the third unit

• The Key Unit is the very last name with two last names (not hyphenated)

• Business names are indexed as written with each word as a separate unit

• Business names containing personal names are indexed as written

• "Nothing comes before something"

Minor Words and Symbols in Business Names

• Articles (a, an, the), prepositions (at, by, for, etc.), conjunctions (and, but, or, nor), and symbols (&, #, $, %) are considered separate units
• Symbols are spelled in full
• "The" at the beginning of a name is the last unit

Punctuation and Possessives

• Disregard punctuation in personal and business names
• Commas, periods, hyphens, apostrophes, etc. are disregarded

Single Letters and Abbreviations

• Initials are separate indexing units for Personal names

• Abbreviations and nicknames are indexed as written

• Index single letters as written

• If single letters have spaces, index each letter separately

• Index acronyms/abbreviations as one unit

• Index radio/TV call letters as one unit

• Schools, colleges, universities, museums, and religious institutions should be considered when sorting

• Hospitals, hotels, and motels should be considered when sorting

• Lodges, unions, and clubs should be considered when sorting

• Magazines, newspapers, and other publications should be considered when sorting

Identical Names

• Filing order is determined by addresses compare: city, province/territory/state, street, House and building number
• Numeric house numbers precede alphabetic building names
• Disregard building names in addresses with a street address
• Postal codes are excluded from filing order determination

Telephone Communication

• Past systems used POTS (plain old telephone service) for analog signals through standard lines
• IP telephony involves VoIP (voice over Internet Protocol)

Advantages of VoIP

• Routes calls over the internet or a private network
• Reduces costs for business' long-distance calls
• Users are not tied to an area code, allowing no need to transfer the number when a company moves

Disadvantages of VoIP

• Voice quality is not equal to a standard phone line
• High-speed internet connection is required
• Connection reliability depends on the ISP

Call Management Features

• Call forwarding
• Call holding
• Call parking
• Call waiting
• Caller display
• Conferencing
• Redialing
• Speed dialing
• Transferring

Fill in the Missing words section covers

• Caller display
• Call Waiting
• Putting someone on hold
• Transfering calls
• Conference calls
• Redial

Call Management Skills Requirements:

• Maintain a positive tone
• Be attentive and discreet
• Use proper English and avoid slang
• Record messages thoroughly and accurately
• Use the caller’s name
• Tactfully inquire
• Speak articulately and distinctly
• Manage challenging calls

Essential Strategies for Handling Incoming Calls

• Answer calls promptly
• Clearly state your name and the organization
• Transfer calls with care
• Put calls on hold when necessary
• Manage multiple calls skillfully
• Defer cellphone calls appropriately
• Screen calls (gatekeeping)
• Leave a message while away from your desk
• Follow up when required

Steps For Outgoing Calls:

• place properly
• planning your call
• keeping a list of frequently called numbers, and
• noting the time zone.

Voice Mail

• Incoming Voicemail: Identify the company, provide the most important information first, keep instructions under four options, and be brief
• Outgoing Voicemail: Keep the message short and focused, include name, company, and contact number, briefly state the purpose and ask for a return call (if needed), speak slowly and distinctly, omit sensitive information, and repeat contact information

Types of Workplace Collaboration Tools

• Electronic mail

• Email software

• Web mail

• Instant messaging

• Shared workspaces (physical or virtual ie: Google Drive)

• Online discussion groups, wikis, and blogs

• Virtual meetings (ie: Skype, Google Hangout)

• Fax communications

• Secure messages

• Reprographics copies originals using printers, scanners, fax machines, and copiers

• It refers to making copies but also to any piece of equipment

Meetings

• Are necessary when: Advice is needed, problem-solving requires assistance, issues need clarification, communications are complex, problems lack a designated owner, and quick communication to a large group is needed
• Are not necessary when: Purpose or attendee lists are undefined, confidential issues arise, data is inadequate, preparation time is lacking, group hostility is high, and information is one-way

Types of Meetings:

• Status
• Brainstorming
• Operational
• Training
• Team building

Informal Meetings

• Staff or customer/client-oriented

Formal Meetings

• Board of Directors

• Ad hoc committees are goal-oriented and dissolve post-completion

• Standing committees are permanent and addresses specific matters

• Formal meetings require a strict agenda, whereas informal meetings offer more flexibility for input and participation

Face-to-Face Meetings

• Relaxed atmospheres ease difficult discussions
• Communication is increased
• Enhanced group participation
• Drawbacks are costs for travel, rentals, and refreshments
• Productivity is lost due to travel with high socializing.

Virtual Meetings

• Teleconferences provide participant connection via a joint phone number
• Video conferences allow real-time audio and visual interaction
• Platforms include Zoom, Skype, Google Meets, MS Teams

Web Conferences

• Webinars: are informational, with limited participant input
• Webcasts: are informational, with no participant input

Advantages of Meetings

• Participation anytime and anywhere
• Costs can be saved on travel, meals, and accommodation.
• Time is saved, technology aids, concise presentations, maximized expert contributions
• The meeting can be recorded

Disadvantages of Meetings

• Brainstorming opportunities is limited
• There is less spontaneity
• Body language is harder to see
• There is less opportunity for interaction

Elements of the Leading the Meeting

• The meeting leader determines the purpose, objectives, agendas, plans, identifying participants, establishing the time and place

Elements During the Meeting

• Follow the agenda, determine the procedures, manage time, encourage participation, facilitate decision making

Elements After the Meeting

• Evaluate participation, behavior, problem-solving, and energy levels
• Evaluate meeting objectives and seek feedback
• An Administrative Professional will Confirm the meeting and Prepare
• During the meeting they may take minutes.
• After the meeting, the must complete routine tasks

What participants do during Business meetings

• Before the meeting, participants respond to the meeting notice, review related materials, and prepare
• During the meeting, they respect the chair, pay attention, are courteous, listening respectfully, participating appropriately and taking notes.
• After the meeting, participants undertake action, collaborate, and complete tasks promptly

Confirming The Meeting

• Confirm the Date and Time using electronic survey tools like Doodle, SurveyMonkey, Typeform

• When establishing a Meeting Space book a boardroom or a conference room for the team

• Send out electronic invitations

• Seating arrangements: Rectangular arrangement allows the chairperson to maintain control while Circular/Oval works best for discussion

• Semicircular or U-shaped formations best serves Presentation

A Meeting Agenda Should Include

• Name of the meeting or the group
• Date of the meeting
• Start and end times of the meeting
• Location
• Order of topics and activities
• Person responsible for presenting each topic or activity
• Action to be expected on each item

Meeting Minutes

• Concise records of discussion and decisions made
• Motions should be recorded verbatim, but otherwise summarize pertinent information only
• When recording motions, it is key to Include the maker, the second, and exact wording, motion status (passed, failed).
• The definition of ‘motion’: a formal proposal put to a group for a decision by vote in a meeting

Ticketing & Boarding Basics

• E-tickets eliminates the need for a paper ticket but requires driver's license or a passport to receive your boarding pass

• Airport kiosks allows for printing tickets before check-in

• EBPs are 2-D barcode images with flight details

• Itinerary is the detailed trip outline for executive

• Details will include: flight numbers, airport info, departurearrival times, hotel, car rental, and appointments

• Petty cash is for small purchases

Electronic Calendar Advantages

• Edits and revisions can be made easier
• Can set visual or audible reminders
• Minimized while in use
• Unlimited additional information
• Integrates with mail programs
• automatically generated lists
• Recurring events easier to schedule
• Includes task lists.
• Electronic Calendar Limitations are: Scheduling issues, keeping the Calendar information up to date, possible outages, and glitches

Leadership styles

• It is the ability to influence a group toward goal achievement

The Coaching style

• Focuses on personal development

The Affiliative style

• People first attitude
• Useful for building team harmony or morale.

The Democratic style

• Build organizational flexibility and responsibility and helps generate fresh ideas
• Price -endless meetings and confused employees

The Commanding style

• I tell you to do
• It should not be used at the cost of employee engagement. It should be used in a crisis, dealing with problem people or if needed due to external factors such as danger.

The Pacesetting style

• High performance standards has a very positive impact on employees who are self-motivated and highly competent
• But other employees tend to feel overwhelmed

The Visionary style

• Understanding of the bigger picture and they communicate confidently, using their relevant experience
• This type of leadership is good when a team requires clear direction and will not be effective if the team is more experienced then the visionary leader.

Top Qualities of A Good Leader

• Be Humble
• Lead by Example
• Communicate Effectively
• Know Your Limits

Top Qualities of A Good Manager

• Expect Excellence
• Communicate Regularly by Providing Meaningful Feedback in Real-Time
• Don’t Avoid Conflict, but Deal with It Directly and Fairly
• Be Open to New Ways of Looking at Things
• Accept That You Still Have a Lot to Learn
• Set a Good Example
• Be Decisive
• Be Patient With Yourself