Office Administration Past Paper PDF

OFFICE ADMINISTRATION CHAPTER 2: COMMUNICATION Channels of communication-the routes the information takes to get from sender to recipient. Directional-can be formal/official- (used to pass on official matters) informal/unofficial (used between people who are in frequent contact-e.g., a telephone cal...

OFFICE ADMINISTRATION CHAPTER 2: COMMUNICATION Channels of communication-the routes the information takes to get from sender to recipient. Directional-can be formal/official- (used to pass on official matters) informal/unofficial (used between people who are in frequent contact-e.g., a telephone call to check a customer’s address) Oral-interviews, radio, television, telephone, intercom, meetings Electronic-tele-conferencing, telemarketing Written-letters, memoranda, agenda, questionnaires Visual-pictures, charts, body language Factors affecting the selection of communication channel Degree of urgency Genre-oral, written, electronic, visual Level of confidentiality Location and distance, time zone Cost, efficiency, effectiveness Audience size Factors affecting the flow of communication Communication flow-Upward, downward, vertical (formal-instructions usually go downwards, feedback on progress goes upwards), horizontal (usually informal), grapevine Communication climate- closed climate (where staff are discouraged from contributing to discussions), open climate (where staff are consulted about most issues) Barriers to communication Perceptual bias—the positive and negative opinions that you hold and how these affect your behavior Cultural bias-judgements made based on your own culture Personal bias-your own beliefs and responses Language and semantics-this must be in a language or symbols that will be understood by the receiver Literary skills-the ability of the sender or receiver to write or understand the written word Time constraints-sending a message at the wrong time Various forms of business structures Centralized-most decisions are made by owner / management and are passed down to other staff Entrepreneurial-starts and control their own small business Decentralized -staff are involved more in decision making Pyramid-an organization that has progressively more people at each lower level Matrix-found in organisations that deal with special’ one-off’ projects. Independent-when individuals can make their own decisions about their operations, even if they work as part of a larger enterprise Types of stationary Bond-commonly used for letterheads and memos Parchment-heavier and more expensive. Used for important diplomas and certificates NCR (non-carbon required)- this is coated so that a copy is made without using carbon paper Sizes of paper, envelopes and label dimensions A4, A5, A3, Legal, Letter paper Envelopes-white, window, heavy duty, airmail and padded bubble Envelope size-C4, DL envelope, C5 envelope Reference materials Dictionary (provides a list of words with their meanings, spellings, pronunciations and commonly used abbreviations) thesaurus (provides list of alternative meanings Official gazette-a government publication; provides acts of parliament, government policies, public appointments Schedules-this provides a list of plans in the order in which they will occur Post office guide-provides information on post office services including postal regulations Trade journals-specialist magazines, published at regular intervals and aimed at a particular trade or profession such as a dentist. Hansard- provides a daily and weekly verbatim report of proceedings in parliament Internet-enables you to find lots of information, in different formats Communication services Local, long-distance and overseas calls-charges vary depending upon the company and the contract Station to station-you speak to whoever answers at the subscriber’s location Person -to-person-if you want to speak to a particular person, you book it with the operator. You are only charged when that person responds Collect calls- you ask the operator to check if the subscriber will pay for the call. If they refuse the operator ends the call Conference calls(telephone), videoconferencing(computer/internet)-group is connected by telephone, computer/internet Call waiting-if you are on a call, the system alerts you when someone else is trying to call you Call forwarding-this allows you to divert a call to another number, such as sending your home calls to your cellphone Voicemail-answers calls with a personal, pre-recorded message if the person is unavailable Speed dialing-storing frequently used numbers as codes in your phone to enable quick dialing Caller ID-this retrieves the caller’s identity from the phone memory and displays it to show who is calling VOIP (voice over internet protocol)-enables you to make calls over the internet (eg skype) Classification of mail and delivery options Classification of mail Delivery options Express registered Used for money and valuables. The cost depends upon the value. The item is insured against theft, loss and The fastest but most costly way of sending mail. All items are tracked damage. The recipient must sign on delivery Priority Registered and recorded delivery takes priority over ordinary mail, so it is used for valuable or important items Express delivery This has priority over other deliveries First class This mail usually arrives the next day, so it is used mainly for correspondence, invoices and small packages Recorded delivery Used for important documents, such as legal papers, when proof of delivery is required Poste restante This mail ‘rest’ at a named post office until collected by the addressee. If it is not collected it is returned to the sender Standard The cheapest method. Mails take 2-3 days to arrive, so it is used for routine items and mailshots Procedures for sending and receiving money and parcels Money and valuables are sent by courier or by registered post and they are insured (it is better to send a money order than cash). Parcel post-this is used for items that are too bulky or heavy to go by letter post. Overseas parcels can go by airmail or surface mail, which takes longer but is cheaper. The total costs depend on the upon the service used, the size and weight of the parcel and destination. A customs declaration form, stating the contents, must be completed for overseas parcels. Packaging-good packaging means parcels arrive intact (using a box large and strong enough for the package, wrap fragile items individually, fill any gaps with scrunched paper, use wide carton sealing tape, address parcels clearly with sender and receiver address, add “fragile” or “this way up” if necessary) Procedures for dealing with incoming mail Receiving mail-mail is delivered/collected. It is then pre-sorted (personal/confidential) items are set aside to be delivered unopened. Envelopes are usually opened using an envelope-opening machine Recording mail-record every item received in a mail register (this is done by some businesses, e.g., accounting firms) Stamping mail-all mail, other than financial or legal original documents, is date and stamped. Remittances and registered mail-are always recorded. The date and time received are noted. The remittance book records the amount received. The record for registered mail states the recipient’s name. Enclosures are checked and attached to the main document by a staple or a paper clip. Circulars such as journals, may be need to be seen by several staff. Routing of mail-mail is sorted into departments with ‘Urgent’ or ‘Personal’ items on the top to be delivered promptly. Archiving-means storing items that are no longer referred to regularly Procedures for dealing with outgoing mail Mail is sorted into different categories for dispatch (e.g. First class, second class, parcels etc.) urgent and important items are processed first and the correct forms are completed. All items should be sealed or securely fastened. Envelopes and parcels are weighed and the postage rate is calculated before a stamp is affixed or the envelope goes through a franking machine The mail is collected or taken to the post office Mailing equipment; its functions and benefits Item Letter openers Mail merge Addressing machine Function Automatically opens mail by taking a thin slice off the top of each envelope Combines word-processed documents with the mailing list Prints addresses onto envelopes automatically Benefits Opens large number of envelopes quickly without damaging the contents Enables mailshots to be produced quickly Speedy method of addressing multiple envelopes Postage scales Weighs and calculate postage accurately Franking machine Puts a printed impression on each envelope and prints labels for parcels Collating machines Combines several pages into a multi-page document Folding, inserting and sealing machines These functions are often combined into one machine that feeds the contents towards an envelope, folds the contents, inserts them and seals the envelope automatically Digital scales are programmed with the latest postage rates and calculations are done by pressing a button. No need for stamps. A printed impression can include the company logo and return address as well as postage rate. The machine keeps a record of postage costs Saves assembling a long document manually. (Note, collators are now a common feature of office photocopiers Automatically processes bulk mailings quickly and easily Postal and Courier Services Courier services Courier services are provided by individuals and companies. They use sea, land and air transport to get items to their destination. Courier services cost more, but they offer: Fast delivery times: some-day, overnight or 24 hours delivery, depending on distance and location. Reliability: Items are safely delivered within specified time frames. Secure deliveries: Valuables are insured so that owners are compensated if items are lost or damaged. Tracking of items: A code is assigned to each item and there is a record of where the item is at any point in time. Some courier services enable owners to use the internet to track their items. Specialisation: Carrying bulky items, perishables such as flowers or live animals. Local couriers Courier services can quickly deliver correspondence within a city or country. Local couriers often use motorcycles to quickly navigate streets where there is traffic congestion. Some large organisations, such as banks, produce a large volume of correspondence daily. Some of it is sensitive material that must be delivered securely. These organisations usually choose to have their own courier departments to deliver correspondence within the country. Overseas couriers There are courier series that focus on deliveries within the Caribbean region. A courier service that assures delivery to the company’s Caribbean destinations within 24 to 48 hours. For Caribbean Airlines offer its Jetpack courier services for letters and small packages. Caribbean Freight and Courier use dedicated aircraft to swiftly transport items to their destinations. A number of courier services operate internationally, including FedEx, DHL worldwide Express Fast track Courier Inc. United Parcel Services (UPS) international Bonded Couriers (IBC). LIAT Quick PACK These organisations have developed global networks that deliver items efficiently at competitive prices. Postal Services Postal services may operate either as a governmental department or as a commercial agency. Postal services operate under the direction of the Universal Postal Union, an organisation that sets the standard and postal rates for all member countries. Many postal agencies now offer courier and skybox services in addition to delivering mail. Skybox – is a service that allows persons outside the USA to have purchases delivered to an address in that country. The item is then sent by courier to the purchaser’s home address. Skybox is used because many stores do not deliver outside the USA. Several international courier companies offer a similar service. Classification of mail Mail may be classified as: First class – is used for letters, printed papers, postcards and small packets. It allows a next day delivery for local mail and first available dispatch for overseas mail. Priority mail – is a classification of mail which encompasses letters, printed papers, postcards and small packets. It allows a next day delivery for local mail and first available dispatch for foreign mail. Second Class/non-priority mail – this includes periodicals, magazines and newspapers. When speed of delivery is not important, reduced rates are available for this class of service. Standard mail – some mail can qualify for reduced postage rate. The lowest postage rates are available if you sort and automate the addresses on your mailing list. The cost for standard mail postage is lower than first-class, however standard mail has longer delivery time. Air mail – Letter post items conveyed by air referred to as ‘Air mail correspondence’ but for accounting and other purposes these items are divided into two main categories: o LC items – letters, aerogrammes and postcards o AO – all other items: printed papers, literature for the blind and small packets. Air mail packets must bear a blue air mail label – or be stamped in blue ‘Par Avion’ on the front left-hand side, or the words ‘BY AIR MAIL’ should be written on the front lefthand side of the packet. Surface Mail – is mail that is transported over land and sea rather than by air. It is much slower than air mail. Delivery options Registered mail may be used when the item is considered valuable and requires special handling and delivery. Registered mail is secured and monitored from the point of mailing to the point of delivery. The item is given a routing number and each person who handles the item must sign before it is handed over. Items sent by registered mail are insured against theft, loss or damage. Express delivery ensures that the items is handled before all other classes of mail. The services facilitate a quick dispatch as a priority item. However, at the destination country, it is not treated with the same urgency. Recorded delivery – sometimes the sender requires evidence that an item was delivered to the recipient. For example, it may be a legal document that must reach the other party within a specified time frame. The recipient must sign a receipt when the mail is delivered. A receipt is also issued to the sender. Poste restante is a system that allows travelers to collect mail at the post office. The post office usually holds the mail for a specified period of time, such as a month. Uncollected mail is returned to the sender. An item to be sent poste restante must be addressed as shown. Sender’s name Sender’s address Recipient’s name POSTE RESTANTE Post office name Full address of the post office Postcode of the post office Country THE MAILROOM By Renata Joseph Objectives You should be able to: Outline procedures for sending money and other valuables Outline the procedure for sending and receiving parcels Outline procedures for dealing with incoming and outgoing mail in large and small offices Discuss the automation of mailing activities in large offices. Mailing Activities in the Office Sending and receiving money, valuables and parcels Dealing with incoming and outgoing mail Automation of Mailing Activities Sending Money and Other Valuables ❖ Where sending money by post is not permitted, a postal order may be purchased. ❖ All valuables should be insured and sent by registered mail. ❖ Request a certificate of delivery and signature confirmation. Procedures for Sending Money Verify that you are allowed to mail money to the destination country. Package cash securely and seal immediately. Coins should not be mailed. Do not indicate on the envelope that cash is included. If allowed, insure money against theft or loss Maintain a register of all mail that contains money or valuables. What is Parcel Post? Definition: A service provided by a postal agency for sending packages by mail. Use: For items exceeding the weight or size allowed for regular or express mail. Benefit: Cost less than alternative methods. Limitation: Slower than regular mail. Services offered by postal agencies: ❑Pick-up service ❑Restricted delivery ❑Collect on delivery ❑Signature confirmation ❑Certificate of mailing Procedures for Sending Parcels Ensure that the item is not prohibited to be sent by mail. Use correct packaging: o Place books in padded envelopes o Roll and place plans, large maps and pictures in a sealed cardboard tube. o Wrap items in sufficient cushioning and reinforcing material to protect the item from damage and prevent damage to postal equipment and other mail and injury to persons handling the item. o Wrap fragile items individually with bubble plastic or foam sheeting. Ensure that the packaging is neat and clean. Address parcel clearly with the sender’s and recipient’s name and address. Mark ‘fragile’, ‘this way up’ or ‘handle with care’ if necessary. Valuable items should be insured against theft, loss or damage. Record dispatch date. Procedures for Receiving Parcels Record the date and time the package was received. Inspect the package for signs of damage and tampering. If noticed, record and make a report to the supervisor. Do not open suspicious packages. They should be reported to the supervisor immediately Dispatching Mail ❑ Choose the method of delivery based on: cost, degree of urgency, nature of item, quantity of items, whether proof of posting and delivery are required and location of the delivery point. ❑ Sort Mail According to importance and classification (1st class etc.) and delivery option (express, registered, recorded etc.) Urgent and important items are processed first and necessary forms completed Seal or securely fastened all items Affix the stamp or postage impression Deliver mail to the post office ❑ Prepare mailing list: A list of names and addresses correspondence may be sent to. It can be created using mail merge. https://youtu.be/yOOMI-qRiB4?si=0agrlH0WSM05ztTX ❑ Record the purchase and use of stamps in the postage book to help business keep a track of postage costs ❑ Record outgoing mail in an outgoing mail register. Postage Book Date Name Address Value of Stamps Received ($) Value of Stamps Used ($) R. Hall Ovals, Nevis 25.00 3.00 2023 14 Sept. Outgoing Mail Register Date Addressee Address Item Description James Edwards 246 Parlor St. Letter and Croix USVI Contract Method of Delivery Cost $ Registered Mail 56.00 2023 14 Sept. Procedures for Receiving Mail Receiving – the collection of letters from the post office or messenger. The mail is pre-sorted. All personal and confidential mail are delivered unopened. Recording – information such as the name and address of sender, date sent, recipient’s name or department, subject of the document and the date the correspondence was received, is recorded. Stamping – a date stamp is used to mark the date the correspondence was received. Routing of mail – mail is sorted and delivered to departments. Where mail must be seen by several persons, a circulation slip will be attached. Treatment of remittances Archiving. Procedures for Receiving Mail cont’d… Treatment of Remittances – payments received by mail. ❑Record payments received in remittance register ❑Verify that the amount received corresponds with the contents of the letter. ❑All remittances along with remittance book must be delivered to the accounts office. Treatment of Registered Mail ❑Sign upon receipt of the mail ❑Mail is kept separately from other mail. ❑The mail is recorded in a special register. ❑Registered mail is signed before being handed over to office personnel Archiving- storing documents for future reference or use. Remittance Register Date From Dated Amount ($) Payment by Handled by Cashier 2023 14 June H. Cartel 1/6/23 500.00 Cheque M. Gordon H. Richards Circulation Slip Automation of Mailing Activities Item Function Benefits Letter openers Automatically opens mail by taking a thin slice off the top of each envelope. Opens large numbers of envelopes quickly without damaging the contents. Mail merge Combines word-processed documents with the mailing list. Enables mailshots to be produced quickly Addressing machine Prints addresses onto envelopes automatically. Speedy method of addressing multiple envelopes. Postage scales Weighs and calculate postage accurately. Franking machine Puts a printed impression on each envelope and prints labels for parcels. Collating machines Combines several pages into a multi-page document. Digital scales are programmed with the latest postage rates and calculations are done by pressing a button. No need for stamps. A printed impression can include the company logo and return address as well as postage rate. The machine keeps a record of postage costs. Saves assembling a long document manually. (Note, collators are now a common feature of office photocopiers. Automation of Mailing Activities cont’d… Item Function Benefits Folding, inserting and sealing machines These functions are often combined into one machine that feeds the contents towards an envelope, folds the contents, inserts them and seals the envelope automatically. Automatically processes bulk mailings quickly and easily. References: Jacob, A.M (2014). Office Administration for CSEC. Oxford University Press. Carysforth, C., Maxime, C., Metz, Y. & Neild, M. (2015). Office Administration for CSEC. Study Guide. Oxford University Press. Recruitment and Orientation Identify sources of information on job opportunities Outline factors to be considered when seeking employment Prepare applications for a job Prepare other types of letters Explain factors to be considered when preparing for a job interview Demonstrate knowledge of the requirements of the work environment Starting a Job Search As you begin your journey, searching for your very first job, you must have Clear knowledge of Yourself Your interest The job market And the steps followed to obtain employment Main Sources of Job Information Newspapers Employment agencies or bureaux Electronic Media Personal Contact Personal approach to companies Other sources Schools - Principals, Vice-principals, teachers School job placement services, job fairs School Guidance Officers and Counsellors Professional associations, e.g., National Secretaries or Administrative Assistants Organisations and other Non-governmental organisations (NGO’s), e.g. Lions, Rotary, Red Cross Unsolicited letters Trade Journals and Magazines Company newsletters Networking means using your contacts to find out information Self-Check Questions https://goo.gl/forms/aZwF3U62brDHfFQg1 Factors to be considered when seeking a position Career interest Job description Personal taste and job satisfaction Skills and qualifications required to perform the job Salary level and benefits offered Location Company’s size, image and reputation Possibilities for career advancement Self-Check Questions https://goo.gl/forms/tgEVcQRXl8zRrWFr2 Fringe benefits are additional items paid for by the employer, on top of salary Procedures for making applications Application Form Application Form - a standard form available at a company or online to apply for a position. A curriculum vitae or A CV is a longer document divided into specific sections A resume is a brief summary about you. Usually one page. resume Writing letters A Job application letter is sent if there is no application from and you have not been asked to send a CV or resume Writing letters A Cover letter is sent if you are attaching a CV or resume. Less information is needed that a job application letter, because most of it is in the document you are sending with the letter. Additional Letters Follow-up letters Follow-up letters Additional Letters Accepting or declining a job offer: - When a job is being accepted or declined, an appropriate letter should be written. It is likely that you accepted or declined the position over the telephone, however, it is best to write a letter to confirm and formalise the information. Additional Letters Resignation Letters & Application for Leave Preparing for a job interview Factors to be considered: Punctuality Appearance Awareness of personality Evidence of preparedness - Selection of Attire Interview Preparation Checklist Face Hair Shoes Personal Hygiene Clothing colour choice Styles of clothing Professional attire Selection of Attire Deportment Research on the Organisation The nature of the business The size of its operations Its status and levels of profitability Its clientele Its organisational structure Personal Questions The Work Environment: Labour Laws The Work Environment Labour Laws: The Constitution of any country is usually a written law that recognises and guarantee its citizens certain basic human rights and freedoms. Links to Antigua & Barbuda Labour Laws/Codes http://laws.gov.ag/acts/chapters/cap -27.pdf http://www.ilo.org/dyn/natlex/natle x4.detail?p_lang=&p_isn=51508& p_classification=01.02 The Industrial Relations Act The Right to freedom of association and assembly What is the right to freedom of assembly and association? The right to peaceful assembly protects the right of individuals and groups to meet and to engage in peaceful protest. The right to freedom of association protects the right to form and join associations to pursue common goals. The right to collective bargaining The 1998 ILO Declaration of Fundamental Principles and Rights at Work affirms the importance of the effective recognition of the right to bargain collectively. The fundamental Convention covering this right is the Right to Organise and Collective Bargaining Convention, 1949 (No. 98). The MNE Declaration provides detailed guidance on collective bargaining in its section on industrial relations (art. 49-56). The right of workers to bargain freely with employers is an essential element in freedom of association. Collective bargaining is a voluntary process through which employers and workers discuss and negotiate their relations, in particular terms and conditions of work. It can involve employers directly, or as represented through their organizations; and trade unions or, in their absence, representatives freely designated by the workers. Collective bargaining can only function effectively if it is conducted freely and in good faith by all parties. This implies: Making efforts to reach an agreement Carrying out genuine and constructive negotiations Avoiding unjustified delays Respecting the agreements concluded and applying them in good faith, and Giving sufficient time for the parties to discuss and settle collective disputes. The right to take industrial actions The right to freedom of Steps such as a strike or work to rule that workers of a firm may take to enforce their demands or to press addressing of their grievances. Culture of School vs Organisation Here are five key differences between work and school. 1. Obedience vs. Production Read article on Foundation for economic Education. (Quiz to follow) 2. Force vs. Choice 3. Age-Based Tribe vs. the Individual 4. Known Information vs. Discovery 5. Cruelty vs. Civility https://fee.org/articles/five-huge-diff erences-between-work-and-school/ Videos & Additional Resources https://www.youtube.com/watch?v=aAHKkBxrVoY https://www.youtube.com/watch?v=1mHjMNZZvFo https://www.youtube.com/watch?v=MmFuWmzeiDs https://www.youtube.com/watch?v=iI6jiwoqxg4 https://www.youtube.com/watch?v=KukmClH1KoA https://www.youtube.com/watch?v=v14kzzi7oHo https://www.youtube.com/watch?v=t0fM8sCZZes Read more: http://www.businessdictionary.com/definition/in dustrial-action.html Recruitment and Orientation Notes Objectives 3.3 - 3.5 You have covered objectives 3.1 and 3.2 (sources of job information and factors to consider when seeking employment), and have briefly examined the upcoming sub-topics, that we will be looking at in the next couple of weeks: - 3.3 Job Applications - 3.4 Job-related/Follow-up letters - 3.5 The Job Interview Objectives: You should be able to: 1. Identify at least TWO ways a job seeker could apply for a job 2. Complete job application form 3. Recall the format of a business letter 4. Differentiate between a solicited and an unsolicited letter of application 5. Prepare a cover letter and resume 6. Prepare various types of follow-up letters 7. Prepare various types of work-related letters 8. State the importance of a job interview to the applicant 9. List at least FOUR factors to be considered when preparing for a job interview 10.Explain at least THREE factors to be considered when preparing for a job interview. 11.Demonstrate knowledge of factors to consider when preparing for a job interview by participating in an interview. ❖ Job Applications There are various documents used to apply for jobs: application forms, job letters, curriculum vitae, resumes’. It is important that you learn how to prepare these documents. Application forms To facilitate a smooth application process, many businesses provide application forms. These forms consist of headings with spaces for the applicant to write. When application forms are used, they allow the business to get the specific information they need. As a job applicant, you must ensure that the information provided is true and neatly written. Pay special attention to instructions on the form. Job letters When no forms are provided, the applicant can use a job letter. Application letters may be solicited (in response to advertisement) or unsolicited (when the vacancy is not advertised). The application letter must attract and hold the employer’s attention. A regular job letter is used with detailed information when no resume or curriculum vitae is required. A cover letter is used when a CV or resume is attached. Procedures for writing applications: 1. Type all application letters unless otherwise requested. 2. The introductory paragraph should include the title of the job for which you are pursuing, the source of the vacancy, what qualifies you for the job, and why you wish to work for that particular organization, e.g I am applying for the records management clerk position advertised in the Daily Observer Newspaper. Your firm has a reputation for being the leader in customer service representation, which is my area of interest. 3. The second paragraph should give details about your suitability for the job. Many employers include in their advertisements the qualities, knowledge and skills required for the job. Use this paragraph to ‘sell yourself’. Let the employer know that you have what it takes to do the job. Show how your knowledge, skills and personality fulfill the requirements of the employer, e.g. Your advertisement indicated that the position requires a good secondary education, with training in customer services. I have just graduated from the Jennings Secondary School where I focused on business subjects including Office Administration, Principles of Business and Electronic Document Preparation Management. I have also engaged in a two-week training course in customer service management and have gained work experience as a customer service clerk during an internship program with Youth in Action. You will find my resume enclosed for your perusal. 4. The final paragraph should be used to indicate your availability for the interview. E.g. I am available for an interview at your convenience. Additional guidelines for constructing a letter of application ♦ Letters should be neat and clean and free of errors in grammar, punctuation and spelling ♦ Letter should be brief with no more than one page ♦ Address the letter to the person indicated in the advertisement ♦ Do not enclose items that were not requested ♦ Specify the position you are applying for. ♦ Ensure that any work experience or qualifications referred to are included in your resume. ♦ Print your letter and resume on the same type of paper and use matching envelope. ❖ Job-related/Follow-up Letters Always remember that hundreds of applicants may be applying for the same vacancy. With that in mind, a well written follow-up letter can help you to stand out from the other applicants. Conditions for writing follow-up letters: - There was no reply received to application - A time lapse of six months after being advised that there is no vacancy - To accept a job - The non-acceptance of a job No reply received to application – reiterate your interest in the position, express your enthusiasm about working with the organization, offer to resubmit your resume Six months after being advised that there is no vacancy – restate your interest in working with the firm, describe the new skills, qualifications and experience you have acquired, resubmit your resume Acceptance of job – be brief, thank the employer for selecting you, express your enthusiasm about working with the firm, confirm your acceptance of the starting salary and benefits, indicate the starting date of employment Non-acceptance of job – be brief, express appreciation for the offer and sincere regrets about your inability to accept. Other job-related letters: ▪ Resignation – be brief and factual, state the date from which your resignation will take effect, express appreciation for the opportunities you had with the company, maintain a professional tone ▪ Application for leave – state the type of leave, the date from which it will be taken, the duration of the leave ▪ Acknowledgements – be brief and to the point, acknowledge receipt of an item, express appreciation, if necessary, state what actions you will take as a result. ❖ The job Interview Think: What is an interview? Why would my potential employer need to interview me? Why do I need to prepare for an interview? How do I prepare for an interview? A job interview is a conversation between the applicant and the potential employer. It is used by the employer assess the suitability of an applicant for the position. Some businesses use panel interviews to get different points of view of the applicant and to determine how well the candidate can handle pressure. A panel interview is where there are several interviewers conducting the interview. What do you understand by the term, ‘If you fail to prepare, then prepare to fail’? Benefits of preparing for an interview: ▫ Maximizes the candidate’s chance to be offered the job ▫ A more relaxed feeling and confident appearance ▫ Makes it easier to convince the interviewer that you are the ideal candidate for the job Factors to consider when preparing for an interview: https://youtu.be/enD8mK9Zvwo - How to prepare for a job interview. ✓ Selection of attire – Your appearance affects the way you are perceived. Aim for a clean, neat, professional appearance. ✓ Research the organization and position – Having knowledge of the organization and the position will help you greatly in an interview. Find out what products and services they provide; general information about the industry; who are their customers; what differentiates them from their competitors; their mission, vision, goals and objectives, and what the position involves. You should also visit the interview location to ascertain the time it would take to get there on the day of the interview. ✓ Prepare your portfolio – Sort and copy all needed documents such as photo identification, certificates of your accomplishments and testimonials. These should be placed in a flat case and be taken to the interview. ✓ Types of questions – With the assistance of friends and family members, practice answering various types of interview questions. In addition, prepare a list of questions you would need to ask the interviewer. Typical Questions asked by the Typical questions asked by the interviewer interviewee ▪ How long have you been Tel me about yourself. working with this company? Why should we hire you? ▪ What’s your favorite part about What were your responsibilities working with this company? at your previous job? ▪ What training opportunities do Why do you want to work with you offer? us? ▪ How often are employees Why do you believe you are the assessed? right person for this job? ▪ What are your expectations of a What motivated you to apply for person working in this position? this position? How to answer "Tell Me About Yourself"? ✓ Deportment and conduct at the interview – Deportment has to do with the way a person behaves. The interview is your opportunity to demonstrate how well you will fit in with the organization. When attending an interview, pay attention to the following points: - Be polite at all times - Do not carry drinks or chewing gum - Switch off your cellular phones before entering the premises - On entrance, go to the reception desk, politely greet the receptionist and clearly state your name and the purpose of your visit. - Sit upright with both feet on the floor - Greet each interviewer with a handshake and a smile and maintain eye contact - Express appreciation for being invited to the interview - Be self-assured - Avoid being arrogant and overconfident - Maintain a good posture; do not slouch or fidget - Avoid signs of nervousness or impatience - Stay calm and composed when asked difficult questions - At the end of the interview, thank the interviewer and reiterate your interest in working with the organization. - Leave the premises immediately - Send an appropriate follow up letter Tell Me About Yourself - Job Interview Other resources: https://youtu.be/umQKkcBPL08 - Top 7 interview questions https://youtu.be/enD8mK9Zvwo - How to prepare for a job interview References: Jacob, A. (2014) Recruitment and Orientation. Office Administration for CSEC. Nelson Thornes, Oxford University Press Human Resource Management The Role of the Human Resource Management The role of the Human Resource Management is to recruit, train and retain the right people so that the organisation’s goals are achieved. The human resource (HR) department is part of the organisation that is responsible for the affairs that relate to its employees and their welfare. This office plays both roles in: ❖ Strategic role – it ensures that the company’s employees are satisfied with their jobs to the extent that they work as a team. ❖ Administrative function - is concerned with recruiting, training and rewarding employees. For an organisation to be successful, it is dependent on the performance and skills of both the HR department and its employees in the other departments. Therefore, the HR department must recruit suitable candidates, train and look after the welfare of the people who work for the organization. The responsibilities of the human resource office are: Human Resource Management Needs Analysis The first steps in workforce planning include the performance of a needs analysis and the preparation of a job description and job specification. For the HR department to perform the analysis task is necessary to obtain information from other departments. Therefore, the HR department needs to maintain good communication with the other departments so that accurate, timely data can be obtained to perform the needs analysis that is required. The need analysis is done by investigating: ❖ ❖ ❖ ❖ What jobs must be done What is done to perform each job How and why, it is done The type and level of knowledge and skills that are needed to perform each job ❖ The physical demands and environmental conditions of each job. The data gathered from the needs analysis is used to prepare job descriptions and job specifications. Both the job description and job specification are important when recruiting workers. The job description lets the applicant help the organization to determine the nature of the position and lets the applicant know what he or she is required to do. The job specification helps the organization to determine how well a potential employee will fit in with the organization’s structure and objectives, and tells the applicant what qualities he or she needs to have. Human Resource Management Human Resource Management Human Resource Management Human Resource Management Human Resource Management Human Resource Management Human Resource Management Human Resource Management Human Resource Management Causes of overstaffing A decrease in the demand for the organisation's product The mechanization or automation of operations thereby reducing the need for human labour The introduction of techniques that increase the efficiency of production management’s failure to properly assess the staffing needs of the organization. Causes of understaffing Increase in demand for the organization’s products Reduction in the number of workers, for example, if persons quit or retire Unavailability of workers, for example, if the job requires skills that are in short supply poor management. HR solution to overstaffing HR solution to understaffing Redeployment: Transfer of staff to another department or branch where there is a need for additional workers Redeployment: Transfer of workers from other departments Rescheduling: Having employees work for fewer hours. Termination: Workers may be dismissed or offered early retirement Recruitment: The hiring of new employees, including temporary workers Training: Helping workers improve productivity by teaching them more efficient and effective work methods, including how to use new equipment. HR Department role in: Appraisal, Training, Staff Welfare and Disciplinary Procedures HR Department role in: Appraisal, Training, Staff Welfare and Disciplinary Procedures HR Department role in: Appraisal, Training, Staff Welfare and Disciplinary Procedures HR Department role in: Appraisal, Training, Staff Welfare and Disciplinary Procedures HR Department role in: Appraisal, Training, Staff Welfare and Disciplinary Procedures HR Department role in: Appraisal, Training, Staff Welfare and Disciplinary Procedures HR Department role in: Appraisal, Training, Staff Welfare and Disciplinary Procedures HR Department role in: Appraisal, Training, Staff Welfare and Disciplinary Procedures HR Department role in: Appraisal, Training, Staff Welfare and Disciplinary Procedures HR Department role in: Appraisal, Training, Staff Welfare and Disciplinary Procedures Meetings Handout Meetings are one of the principal oral methods of communication in business for the main purpose of collecting the views of several people; the information being conveyed by minutes and reports. A meeting is an informal or formal channel of communication between people on one or more topic or issue. Meetings are important to an organisation because they enable members to assemble at specific times and places to:     Discuss the affairs of the organisation Identify goals Obtains immediate reaction and feedback from others Ensure objectives are achieved Some reasons for holding meetings are to:  consult on and discuss matters of common interest  exchange information and views for planning  plan and reach agreement on actions to be taken  negotiate e.g. a wage award  inform staff about new work procedures or update them on other current developments  make a decision by democratic means  solve problems by pooling expertise  plan or monitor progress e.g. production  investigate occurrences e.g. accidents, report and remedy weaknesses, problems and matters affecting members  make recommendations to a parent committee or an executive  foster a spirit of cooperation and teamwork in an organisation  submit annual reports to members  have elections  fulfill legal stipulations  coordinate activities of the organisation  set priorities and assign duties MEETING TERMS – Define terms associated with meetings.  Ad hoc - A committee that is set up for a particular purpose  Verbatim - This is when every spoken word of a meeting is recorded  Quorum - This is the minimum number of people required for the meeting to be held. The quorum must exist throughout, so if several people leave part-way through, the meeting may have to be adjourned.  Casting Vote - This is an extra vote to prevent a deadlock on decisions i.e. equal votes for and against a motion. The chairperson has the casting vote.  Motion - A proposal at a formal meeting that something is done or action is taken  Adjourn - This means to discontinue a meeting that has already begun. A meeting may be adjourned for reasons such as insufficient time to discuss everything that day or relevant information not being available.  Postpone - Delaying an item on the agenda for a future meeting or until after an event takes place.  Cancel - To call off or decide and announce that a meeting will not take place.  Proposal - This is when a motion is suggested. The person who suggests the proposal is the proposer  Resolution - The name given to a motion which has been passes or carried; usually after the decision has been reached.  Agenda - a list or order of business to be discussed at a meeting.  Memorandum and articles of association - a document stating the name of an organisation, its registered office, its objects and the regulations controlling its internal management  Chairperson - The person who presides over and controls the meeting. Also known as the 'chair'  Ratify - to approve or express consent at a meeting, with regard to a motion that has been proposed  Rescind - to annul, revoke or cancel a decision previously ratified at a meeting  Seconder - a person who supports a motion proposed by another person  Standing order - Rule or regulation regarding the conduct of the meeting  Vote - A vote is usually taken when a motion has been passed and seconded.  Abstention - Not voting for or against a motion  Nem con (nemine contradicente) - With no one contradicting, a matter no one voted against although some may have abstained  Nem diss (nemine dissentiente) - Without dissention DOCUMENTS FOR MEETINGS – State the purpose of and complete different documents associated with meetings Documentation is important for meetings. Documents have to be prepared before a meeting is held and also after the meeting. They are usually prepared by the secretary. (1) Notice A notice of a meeting is a document prepared by the secretary inviting members to a meeting. It contains the following information:  Name of the organisation  Type of meeting  Name of body convening the meeting  Venue, date and time (not necessarily in that order)  Purpose of the meeting e.g. AGM  Signature of the secretary  Date of the notice It is to be sent to the members concerned at least 7, but not more than 14 days prior to the meeting, in order for them to make arrangements to attend, query any matter and suggest agenda items. The notice may also be combined with the agenda. Notice of a special meeting should be given at least 2, but not more than 7 days prior to the meeting. An AGM can be held at 21 days' notice. (2) Agenda This is a list of items in the order in which they are to be discussed at a meeting. This document is prepared by the secretary after consulting the chairperson. Ordinary Agenda The items on an ordinary agenda may be listed in the following order: 1. Call to order and roll call 2. Apologies for absence - Lists the names of those who cannot attend 3. Minutes of the previous meeting - Gives people the opportunity to correct any mistakes in the previous minutes 4. Matter arising - Enables people to give updates on actions promised at the last meeting 5. Correspondence - This item is omitted if there is none 6. Reports (if any) 7. Items to be discussed 8. Any other Business - Minor items people want to raise 9. Date and time of next meeting 10. Adjournment/Termination of meeting These are followed by the secretary's signature NOTE: Items 1-4 and 8-10 are standard items for most meetings. Chairman's Agenda This is a separate agenda prepared for the chair, which contains additional information to assist him/her in conducting the meeting. There is a wide right - margin for the chair to write notes (about 7 cm/3 in). (3) Minutes Minutes are a written account of what transpired at a meeting. They are often referred to at future meetings and exist to record important about decisions, issues, roles and responsibilities. Minutes are important because they:  are the official record of the discussions that took place and decisions that were made.  are a legal requirement for some meetings  determine whether goals were achieved  provide verbatim records of the motions (resolutions)  are sent to people who attended to remind them what took place, and to those who didn't to update them on what happened.  often include an action column or action sheet, which identifies the action that a person said they would take before the next meeting. This prompts people to do what they promised.  are used for future reference or historical purposes  establish efforts of members  determine those who were present at a meeting The order in which minutes should be typed (Each item on the agenda is a separate minute) 1. Heading - name of the organisation or committee 2. Kind of committee, body which held the meeting, venue and date 3. Call to order - the time the meeting was called to order 4. Names of persons present - chairperson's name first followed by the officer's names 5. Apologies for absence, if any 6. Minutes of the last meeting - Statement that the minutes were read or circulated (amended, if so), approved and signed by the chairperson 7. Matters arising from the minutes 8. Correspondence - if any 9. General Business - resolutions stated verbatim 10. Any other business - accurate and concise, in the same order in which matters were discussed 11. Date of the next meeting 12. Space for chairperson to sign and write the date PERSONNEL ASSOCIATED WITH MEETINGS 1. Chair/Chairperson - The person who presides at a meeting and ensures that the meeting is conducted in accordance with the regulations as set out in the articles of association or standing orders. 2. Secretary - The person who is responsible for making arrangements for a meeting, assisting the chairperson during the meeting and preparing the minutes of the meeting. 3. Treasurer - The person who is responsible for the funds and financial records of an organisation. 4. Proxy - A person who is authorised to act on behalf of another person at a meeting i.e. when the person appointing the proxy is unable to attend 5. Ex-officio - A person who is not a member of a committee that is meeting, but is entitled to attend because of their position/status in the organisation. TYPES OF MEETING (1) Formal Meetings - A formal meeting is one that is convened according to regulations (i.e. a formal written notice must be sent to inform persons who have to attend, of the place, date and time of the meeting) and conducted according to committee procedures or standing orders. Minutes of the proceedings of the meeting must be prepared as a record of what took place. Types of formal meetings are as follows:  General Meetings - A meeting held at regular intervals according to the regulations of the organisation so that the committee may report to members on its activities.  Annual General Meetings (AGM) - A meeting held once a year according to the regulations of the organisation so that officers can present annual reports and financial statements to members. Members may elect or re-elect officers, directors and the committee, approve the remuneration of officers and decide on future plans. Twenty-one days' notice must be given to members informing them of the place, date and time of the meeting, the purpose of the meeting and the issues to be on the agenda.  Extraordinary General Meeting - A meeting held when the need arises, to discuss with members any special business. Fourteen days' notice must be given to members informing them of the place, date and time of the meeting and of any resolutions put forward, as well as stating clearly the nature of the business to be discussed.  Board Meeting - A meeting held as and when the need arises so that members of the board of directors may discuss any business of the organisation e.g. approve expenditure and sign contracts.  Committee Meeting - A meeting held periodically according to the regulations of the organisation so that committee members (appointed or elected) may discuss specific business for the organisation and give advice or make recommendations to management.  Statutory Meeting - The first meeting of a company held in accordance with the law, no sooner than one month or later than three months after a company is entitled to start business, in order to inform shareholders about the position and prospects of the company. (2) Informal Meetings    An informal meeting is one that is convened at short notice orally or by an informal written notice. It is conducted in an informal manner. Types of informal meetings are as follows: Staff Meeting - A meeting held by management and those reporting to management when the need arises to discuss matters concerning the organisation. Departmental Meeting - A meeting held by any department of an organisation when the need arises so that members of the department may discuss matters concerning the department. REQUIREMENTS BEFORE, DURING AND AFTER MEETINGS (1) Supplies required for Meetings A meetings folder with the following items should be prepared:  Attendance register/sheet - For members to sign as proof of attendance  Stationery - To take notes and to give to members to write notes during the meeting  Extra copies of the agenda - To provide a copy for any member without one  Minutes of the previous meeting - To remind members of what transpired during the last meeting, to let the chairperson sign after it has been accepted by the members and to discuss matters arising from the minutes.  File of correspondence - To hold letters of apology for absence, correspondence received and sent out  Standing orders - To remind anyone of any matter concerning the conduct of the meeting  Copies of motions submitted by members - To allow everyone to follow as the proposer reads his/her motion  Notification from any member of any item to be included in the agenda - To let everyone know how the item was included in the agenda  Proxy instruments - To verify that another person is authorised to attend and vote on behalf of a member who is unable to attend  Any supporting papers and documents - To refer to for clarification on any matter (2) Equipment required for meetings  Microphone and PA System - To amplify speech  Overhead Projector - To make visual presentations  Computer with appropriate software - To make presentations  Monitor - To view visual presentations (3) Meeting Protocol Appropriate consideration must be given to the status of each officer in the seating arrangements and during the introductions. The general manager, who is the highest in authority in the organisation, has priority over other managers and elected or appointed officers during a board meeting. The usual persons to occupy the head table are the:  Chairperson of the meeting  General Manger (GM) - for board meetings  Board Members - for AGMs  Invited personnel  Recording secretary  Treasurer - for AGM The person who conducts the meeting occupies the head seat. If the chief executive officer (CEO), general manager or a guest speaker is invited to the meeting, this person can occupy the head seat and the chairperson next to him/her, or vice versa. (4) Robert's Rules of Order The meeting may follow procedures agreed by the participants or it may follow rules of Parliamentary Procedure, which are also known as Robert's Rules of Order, since they were established by Henry M. Robert in the early 20th century. Parliamentary Procedure is a set of norms for conduct at meetings that allows everyone to be heard and for decisions to be made without confusion. These norms usually follow the order: 1. The reading of the minutes of the previous meeting 2. Reports of officers and boards 3. Reports of standing committees 4. Reports of special (select) committees 5. New business 6. Other business 7. Adjournment - date of next meeting The chairperson uses the agenda to help guide the meeting and to ensure that all planned business is discussed. The secretary or the chairperson of the meeting will usually contact all members to ascertain whether there are any points they wish to discuss at the meeting. Towards the end of the agenda there is usually an item headed 'Any other business' during which members may raise points of concern. LEGAL REQUIREMENTS OF AGMS The basic legal requirements that constrain the way in which AGMs must be held are summarised as follows: 1. THE COMPANIES ACT - This is the main law that regulates AGMs. It distinguishes between private and public limited companies. A private company is privately owned and is a family-run business. A public limited company sells its shares on the stock exchange. These shares are bought by institutional and private investors who become shareholders. Before an entity can be called a company, the individuals in it must decide on a suitable name and appropriate address for it. The name must be unique. The address is normally where the individuals will conduct business i.e. its office. The proposed name and business address must be registered; only after this has been done is the company a legal entity. Find Antigua and Barbuda's Companies Act at the following link CLICK HERE 2. MANAGEMENT STRUCTURE OF COMPANIES - The law states that the board of directors has formal responsibilities towards the shareholders, the employees and the company as a whole. The board comprises executive directors who work for the organisation and are its senior managers. Non-executive directors who do not work for the company, may also be recruited for their expertise. 3. OFFICERS AND SHAREHOLDERS OF THE COMPANY - Officers are internal members appointed by the board of directors e.g. chief executive officer (CEO), chief financial officer (CFO), chief operating officer, company secretary and treasurer. They are the people who manage and run the company so that its aims and objectives are achieved. 4. MEETING PROXIES 5. ARTICLES OF INCORPORATION - A set of rules outlining how the company is to be run i.e. the holding of shareholders' and directors' meetings, the right of shareholders to vote at the AGM and the amount of authority given to the board of directors. It also contains details of details of: ➧ Types of shares - (e.g. preference shares and ordinary shares) in relation to how the profits are shared, the method of payment of dividends and the rights of each type of shareholder to vote. ➧ Restrictions on the transfer of shares and the issue of new shares so that control will remain with the existing shareholders. ➧ The appointment and conduct of the board of directors. The Articles of Incorporation is signed by each subscriber in the presence of a witness, who also signs it. It is an agreement between the company and shareholding members. It is referred to as the by-laws of a company. It is the secondary document concerning the management of the internal affairs of a company and is made up of a number of articles. Each article consist of a number of standing orders or rules e.g. there is a standing order for the conduct of business at meetings. 6. CORPORATE RECORDS - These are the records kept by a company. They include: - Memorandum of Association - Articles of Association - Register of shareholders - Minutes of meetings (shareholder & director) - Share dividend record - Annual reports - Financial statements - Tax records - Certificate of registration - Certificate of commencement of business FOLLOW-UP PROCEDURES (1) Filing & Indexing of Minutes Minutes are usually filed in reverse chronological order by the date of the meeting. Sometimes it is difficult to find a particular piece of information from minutes. Indexing of minutes allows quick access to such information. An alphabetical index is prepared. The different subjects recorded in the minutes are written on index cards that are arranged in alphabetical order and cross-reference according to the date of the meeting. A subject is any piece of information that might be the object of a search in the minutes in card or electronic form. Index cards are used for minutes on paper. With electronic minutes, electronic indexing can be done as a database so that information on any subject can be retrieved by electronic search. (2) Circulation of action sheet The secretary prepares action sheets and forwards them to persons who have agreed to undertake certain tasks and to remind them of the deadline. (3) Circulation of minutes Minutes should be circulated ahead of the next meeting to:  Acquaint members who were absent with what transpired at the previous meeting  Act as a reminder to members who were present of what transpired at the previous meeting  Save time in reading the minutes at the next meeting  Enable members to determine in advance whether there are any corrections to and/or omissions in the minutes  Enable members to prepare points on any matter arising out of the minutes  Minutes can be circulated by post or by email as a message or an attachment or a link on Google Drive or similar online system. OFFICE ADMINISTRATION MEETINGS By Renata Joseph Definition ‘an assembly of people for a particular purpose, especially for formal discussion’ Meeting Terminologies  Ad hoc – This is committee established for a specific purpose (to carry out a task) but cease to exist when the task is completed  Verbatim – This means word for word; for example, a verbatim minutes is a word for word record of a report or discussions verbally presented.  Quorum – The quorum of a meeting is the minimum number of people required to be present before a meeting can take place. For example, if the organization's rule is that 50% membership is required for a meeting and there are 10 committee members, 5 are required to form a quorum; if a committee has 7 members, 4 will be required to form a Meeting Terminologies  Casting vote – This is the vote given to the Chair of a meeting to arrive at a final decision when votes are tied or equally divided. However, the chairperson may choose not to exercise this right and suspend or adjourn the meeting until another time; a wise chairperson will always exercise the casting vote to preserve the status quo.  Adjourn – This means to suspend a meeting until a later date.  Postpone – To postpone a meeting means to put it off or defer` until a later time. Meeting Terminologies  Cancel - This means to call off a meeting without the expectation of conducting it at a later time. It also means to put off indefinitely.  Proposal – This is a formal suggestion put forward by a member of the meeting for consideration.  Motion – This is a formal proposal put forward by a member of a meeting.  Resolution – A resolution is a formal decision taken at a meeting by means of a vote. A resolution is reached when members unanimously or the majority accept a motion. The Importance and Purpose of Meetings Meetings are a useful form of internal communication when it is necessary to hold discussions between groups of persons. They allow for the exchange of ideas and collective efforts to solve problems and formulate policies. Meetings are held for the purpose of: Passing information on to others Getting information, advice and ideas from others Reporting on actions taken Negotiating problems The Importance and Purpose of Meetings  To dispel rumors and provide accurate , up-todate information.  To generate ideas and suggestions.  To discuss current issues of mutual concern.  To organize special events or occasions  To solve problems. Benefits of Effective Meetings  An exchange of information takes place, so that each person learns from their colleagues.  Time is saved as key issues can be debated among a group of people all concentrating on the same item at the same time.  The best possible conclusion is reached.  Everyone involved is committed to achieving the agreed purpose.  People views understand and appreciate each other’s Types of Formal Meetings  General Meeting - A general meeting is open to members of the organization. These meetings are usually held monthly or quarterly to present the opportunity for staff to liaise and/or communicate with other members.  Annual General Meeting (AGM) - An Annual General Meeting is a statutory meeting held once per year. Statutory meetings are held by law i.e legally required. It is very important meeting of shareholders to allow them to discuss their company’s annual report and accounts, elect directors to manage the company and to agree on dividend payout recommended by directors. Types of Formal Meetings cont’d…  Extraordinary General Meeting (EGM) - This is a meeting that can be called at any time by the directors or shareholders to discuss some special issues or unexpected event which requires the consent of all members. For example, an EGM might be called to approve some special action such as to purchase another company or to make a change to a special arrangement agreed at a previous meeting.  Board Meeting - Board meetings are held throughout the year as required by the company’s regulation. These meetings are convened to decide on important policies, approve financial and other management decisions. They are attended by company directors and company secretary. Types of Formal Meetings cont’d…  Committee Meeting - These are meetings held with small groups to make decisions about a specific issue such as a proposed policy or organizing a social event. Individual members who are not regular members of the organization may be invited to serve on the committee because of their expertise.  Statutory Meeting - A statutory meeting is one that is required to be held by law. For example, an Annual General Meeting. Types of Informal Meetings  Staff Meeting - Staff meetings are less formal but play an important part in the operation of an organization. They are held to inform staff of developments and sharing communicating the way forward in light of management concerns. Staff meetings are used as a forum for staff to express their feelings and opinion on company policies and procedures.  Departmental Meeting - These meetings are attended by staff from particular departments. For example, staff from the marketing may be called upon to attend a department meeting to discuss matters affecting the department or to convey decisions made by the board of directors or senior managers. The meeting will be concerned with deciding on strategies to be used to carry out the department’s toll in the overall aim of the organization. Documents Used for Meetings Notice of Meeting A notice is used to inform members that there will be a meeting and also to let them know the date, time and venue of the meeting. Agenda An agenda is a list of items to be discussed during a meeting. It can be said to be a tool or instrument used to control the meeting. Chairperson's Agenda  A chairperson’s agenda contains more information than the ordinary agenda. A wide space is usually provided on the right-hand side of the paper for the chairperson to make notes which will assist him/her in the conduct of an effective meeting. Minutes of a Meeting ‘Minutes of a meeting’ is the term given to the written record of a business discussion at a meeting. Importance of Minutes They are the official record of the discussions that took place and the decisions that were made.  They are a legal requirement for some meetings.  To remind persons who attended the meeting of what took place.  To update those who were not in attendance  Reminds persons of tasks to be completed  Organization of Meetings  Before the Meeting  Set up a meeting folder to collect items related to the meeting e.g. list of those attending, the agenda, notes and materials to be distributed.  Book the meeting room as soon as you are aware of the date and time of the meeting  Use your reminder systems e.g. calendar, diary, tickler file system  Prepare the agenda after consultation with the chairperson about the items to be included Organization of Meetings cont’d… Before the Meeting  Notify the meeting participants as soon as possible as to when and where the meeting will take place and the purpose of it.  Organize materials and equipment e.g. paper, pencils, projector, handouts etc.  Prepare the meeting room by ensuring it is comfortable and adequately arranged to fit the style of the meeting.. Lay out equipment and materials before the participants arrive. Organization of Meetings cont’d…  During the meeting  Ensure that the room is properly ventilated.  Have stationery for members  Place ‘meeting in progress’ sign on the door  Ensure that members sign the attendance register and record any apologies  Write the minutes of the meeting Organization of Meetings  After the meeting  Remove signs  Check that the date of the next meeting is in everyone’s diary  Ensure that there is a follow up on matters discussed at the meeting  Ensure that the room is left in order  Prepare the draft of the minutes for the chairman to review  Distribute a copy of the approved minutes to all members OFFICIAL SEATING PROTOCOL  The presiding officer should sit to the immediate right of the podium facing the audience. To the immediate left of the podium should sit the Chairperson, and to his/her left, the Secretary.  Any special guest should sit to the immediate right of the presiding officer, and then the vice president (or next in line to preside in the absence of the presiding officer), to their immediate right. All other officers or committee chairs may be seated in alternating order of hierarchy. OFFICIAL SEATING PROTOCOL Robert’s Rule of Order Governing Meetings  The Roberts Rule of Order is a set of rules or norms that governs the conduct of meetings. It allows for everyone to be heard and for decisions to be made without confusion.  The norms usually follow the following order: ▪ Establishing a Constitution and Bylaws for the organization. ▪ Structure of the meeting Agenda and debate. ▪ Motions; including making, seconding, debating, modifying and amending motions. Robert’s Rule of Order Governing Meetings  The norms usually follow the following order cont’d: ▪ Sufficient majority and simple majority and which decisions are appropriate to them. ▪ Establishment of a quorum. ▪ Definition of membership. ▪ Voting rights of presiding officer and voting procedures. Roles and Function of Personnel Associated with Meetings  Chair – This person is responsible for the correct conduct of the meeting. The Chair presides over the meeting to ensure full participation of members, and that the conventions of the meeting are followed.  Secretary – The Secretary is responsible for sending out notices to members and preparing the agenda. He/she is also responsible for ensuring the meeting room is prepared to include seating; refreshments and writing material are arranged. The secretary is responsible for recording and transcribing the minutes, as well as dealing with correspondence and ensuring that decisions taken at the meeting are carried out and actioned. Roles and Functions of Personnel Associated with Meetings  Treasurer – This person is responsible for all the financial matters of the meeting, it involves ensuring payments due and owed are received and paid on time, maintaining adequate cash flow, and preparing balance sheets and financial matters. The treasurer will also give financial advice to meeting attendants.  Proxy – A proxy is a member who is authorized to vote on another member’s behalf if that member is unable to attend a meeting to vote. However, this must be done in writing and in accordance with the regulations of the organization.  Ex-officio – This is a person who is a member of a meeting due to reason of his/her office or official position. For example, the chairman of the Board of Directors can attend departmental meetings although not attached to the department. Typical Order of Business  Call to Order  Opening Exercises, if applicable  Roll Call/Determination of a Quorum  Adoption of the Agenda  Reading and Approval of the Minutes of the Previous Meeting  Reports of Officers  Reports of Standing Committees  Reports of Special (Ad hoc) Committees  Special Orders  Unfinished Business and General Orders  New Business  Adjournment Follow-up Procedures  Filing and indexing of minutes – A copy of the minutes should be filed once they have been checked by the chairperson. They should be indexed so that they can be easily located for future reference.  Acting on decisions taken at the meeting – You should implement any action that you were instructed to carry out by the meeting participants. If the instructions were given to other persons check to ensure that they were being carried out. Follow-up Procedures  Circulation of action sheet – Action sheets may need to be issued to those who were not present at the meeting to advise them of the tasks they are expected to do. As such, you should circulate the action sheet to the members both those who were present and absent.  Circulation of minutes – This is done after the minutes have been transcribed, proofread and signed off on by the chairperson. Legal Requirements of Meetings  Companies Act of relevant country – This varies from one country to another. It is an act of Parliament which provides for the incorporation, regulation and winding up if trading companies. It states the legal limits within which companies may do their business, and how shareholders, directors, employees, creditors and other stakeholders (consumers. The community and the environment) interact with one another under the internal rules of the organization. Legal Requirements of Meetings  Management structure of companies – Management refers to the act of organizing people to achieve desired goals and objectives. Management involves planning, organizing, staffing, leading, directing and controlling, for the purpose of achieving the organization's goals.  Corporate records – A business record is a document that records business dealings e.g. minutes of meetings, employment contracts, accounting data and some memorandums and annual reports. These documents must be easily retrieved when required. Legal Requirements of Meetings  Meeting proxies – Meeting proxies are procedures that are to be followed for the delegation to another member to vote in his or her absence. The person designated to vote on behalf of another person is called a proxy, and the person who designates the proxy is called the principal. The identity of the proxy and the principal must be proven (authenticated) because the use of the process can be very influential. Legal Requirements of Meetings  Officers, shareholders of companies – A company is a legal entity which is granted a charter recognizing it as a separate entity from its owners. This means that it can sue and be sued in its title name. An important feature of a company is the status of limited liability. Having limited liability means that if a company fails or goes bankrupt, the shareholders will only lose their investment but not their personal assets. However, officers and employees will lose their positions but will not be liable for debts that are owed to the company’s creditors. CamScanner CamScanner CamScanner CamScanner CamScanner CamScanner CamScanner CamScanner CamScanner CamScanner CamScanner CamScanner CamScanner CamScanner CamScanner CamScanner CamScanner CamScanner CamScanner CamScanner CamScanner CamScanner CamScanner CamScanner CamScanner kiOFFICE ADMINISTRATION TRAVEL ARRANGEMENTS: Lesson One and Two Travel Services and Making Travel Arrangements Think and Share What do you think travel arrangement entails? Why would office personnel need to make travel arrangements? Objectives: You should be able to: Outline types of information and services required for travel. Discuss services offered and facilitated by travel agencies State at least TWO advantages and TWO disadvantages of e-tickets Suggest at least THREE services other than transportation that are offered by carrier organizations. Outline the procedures for making travel arrangements on behalf of an executive. State the factors to consider when making hotel reservations and the information required Discuss issues to consider when scheduling appointments for traveling Prepare a travel folder for an executive Lesson focus: 1. State at least TWO reasons why office personnel may need to travel on behalf of the business. 2. Define travel agency and state at least FOUR services they offer. 3. Identify at least THREE types of carriers and outline at least FOUR services they offer. 4. Differentiate between a regular ticket and an e-ticket. 5. State FOUR items of information that are given on an e-ticket. 6. State TWO advantages and TWO disadvantages of an e-ticket. Content TRAVEL SERVICES Many office personnel are required to travel for various reasons. Some businesses engage in international trade and would need to travel to attend meetings, seminars, workshops etc. Office personnel may also need to travel to attend training sessions. As a result, office personnel must be able to make travel arrangements quickly and efficiently. Use of Travel Agencies A travel agency is a company which sells travel-related products and services to customers on behalf of suppliers such as hotels, car rentals, airlines, railways, ships and ferries and tour operators. Some services offered by travel agencies are: arranging for travel insurance finding the best possible prices including special rates arranging for group discounts arranging local and foreign tours advising on destinations obtaining schedules delivering tickets and reservation confirmation forms making arrangements for car rental, hotel accommodation, transportation etc. preparing itineraries, that is, travel schedules showing flight numbers, departure and arrival times, proposed activities and so on etc. Information provided to travel agents - traveller’s name, address and telephone number - destination/s - desired date and time of departure and arrival - preferred carrier - type of service, such as first class, business class, economy class etc. Tickets and E-tickets A ticket is a printed document that is issued when a passenger pays to travel with a carrier. This document is then used to obtain a boarding pass at the airport. Information normally recorded on a ticket: - passenger’s name - seat number - place of departure - departure time - destination - arrival time - rates paid - etc. Instead of the regular printed ticket, some carriers now offer e-tickets (electronic tickets). The ticket is stored on the carrier’s computerised reservation system. The traveller is given confirmation number and other travel information with the option of printing or viewing the e-ticket online. Benefits of e-ticket: Cost less since there is no need to print No risk of being stolen, lost or forgotten Easier for passengers to change travel plans since the ticket is online can be purchased at any time of the day or night. Travellers are able to obtain cheaper tickets by purchasing directly from the airline instead of through a travel agency. Limitations: - By booking online, travellers will not benefit from the services of travel agents. - Passengers cannot use cash to purchase tickets - If the carrier’s system crashes, all travel information could be lost - Some countries require a traveller’s return ticket before allowing them to enter the country. Carrier Organisations Carrier organisations provide transport by air, sea and land. Carrier organisations include: airlines, railways, shipping companies and passenger bus services. These organisations normally publish schedules, have websites that publish information customers may need and give the customers an opportunity to purchase tickets online. Products and services offered to business customers: frequent traveller rewards private aircraft discounted prices for groups in-flight internet access shuttle services from the airport to the city Lesson Focus: 1. Outline SIX tasks involved when making travel arrangements on behalf of office personnel. 2. Identify THREE pieces of information which should be provided to each of the following when making travel arrangements with: (a) Carriers (b) Hotels 3. List at least FOUR issues/factors that should be taken into consideration when: (a) Making the hotel arrangements (b) Scheduling appointments 4. State at least FIVE items that would be placed in a travel folder for office personnel. Procedures for MAKING TRAVEL ARRANGEMENTS There are various tasks carried out by office personnel responsible for making travel arrangements: find out the company’s policies on issues such as maximum cost of hotel accommodation and other travel expenses ascertain the destination and proposed departure and return dates confirm the dates and times of meetings and conferences, as well as social events such as dinners prepare a list of telephone numbers of the car rental firms, hotels nearby restaurants and places that they must visit find out the executive’s preferences with regards to seating, hotel, car rental agency, dietary requirements and so on find out whether you should arrange for transportation to and from the airport Select appropriate carrier ask whether the executives travel documents and visas are up to date Consider alternative travel routes and cost contact the travel agency with[ the necessary information and request a preliminary itinerary verify that all information is correct, including that the names are correctly spelt - if there are no errors, ask the travel agency to issue the ticket if the executive plans to drive, obtain print out maps and driving directions make sure to confirm all reservations and important appointments the day before the trip Make hotel reservations prepare a travel folder for the executive Making Hotel Reservations The following issues/factors should be taken into consideration: - location (distance from the venues of meetings) - quality (how the hotel is rated according to the industry standard) - Cost - availability of rooms - additional services and facilities (internet access, gym, pool, restaurant, shuttle service, elevators, ramps etc) Hotel reservations can be made via telephone or internet; however, they should be confirmed in writing. The following information should be given to th hotel when making arrangements: name of the person for whom the reservation is made type of room and occupancy, for example, whether a single room or a suite etc. date and time of arrival and departure from the hotel meals that will be required and whether there are dietary requirements whether the hotel should arrange transportation or provide parking name of company being charged name of event, if applicable Scheduling of Appointments In addition to the general guidelines to be followed when managing appointments we discussed in Reception and Hospitality, there are other issues that must be considered when scheduling appointments for travellers. Travel Fatigue Travelling in itself is exhaustive. As a result, it is advisable not to schedule appointments immediately after a flight. This is so, especially for those who may be suffering from the effects of jetlag. Cost In the business world, time equals money. Therefore, it is wise to schedule appointments so that the time is used wisely. However, there should be sufficient time between appointments so the executive is not unduly stressed and running late for subsequent appointments. Local Customs Give consideration to the local customs in the country the executive is travelling to. For instance, in some countries it is acceptable to arrive at an appointment a few minutes late, whereas in others persons are expected to be on time. Business days and hours vary as well. For example, in some countries, business is not done on Fridays and lunchtime may last as long as four hours. Unexpected Events The schedule should be flexible enough to accommodate flight delays, traffic or adverse weather conditions. Language Challenges Arrange for an interpreter if the executive is not fluent in the language of the country to which he or she is travelling to. Preparing Travel Folders A travel folder is used to arrange and store the documents that are needed for travel. These include: entry permit or visa if it is not attached to the passport tickets itineraries maps and driving instructions international drivers licence health certificate and immunization card confirmation letters from hotels and car rental firms list of names, addresses and contact numbers of persons to be met, hotels, restaurants, car rental agencies etc. letter of introduction Reference: Jacob, A. (2014). Travel Arrangements. Office Administration for CSEC (2nd ed,. pp. 191-196). Oxford University Press. Travel Arrangements Hand-out Time Zones and 12-and 24-Hour Clock Objectives: By the end of this lesson, you should be able to: State the importance of understanding time zones Suggest suitable times for scheduling appointments amongst executives from various time zones Express time in twelve hour and twenty-four-hour formats Time zone may be defined as a region where the same standard time is used. Why is knowledge of Time Zones important to office staff? ➔ It is easier to conduct trading since business hours match based on the conversion of time zones - meetings, telephone calls etc. at appropriate times ➔ When planning travel it helps to schedule appointments at suitable times, giving consideration to jetlag and maximizing time. ➔ Flights can be better organized to give time for rest and unexpected events. What you should know about time zones: While half of the earth is experiencing day, the other half is experiencing night. See figure 1: The earth makes a full turn of 360 degrees every 24 hours. This means that the earth turns 15 degrees every hour. Therefore the world is divided into 24 time zones. The lines that marks the time zones are called lines of longitude Times are often stated as +/- GMT (Greenwich Mean Time) - the standard reference against which time zones are calculated. GMT is located in England at zero degrees longitude. West of the line means locations are minus GMT, east of the line means that locations are plus Travelling east means you go forward in time; moving west means that you go backward in time (countries in the east are ahead of countries to the west - the further east you travel, the later it is in the day. The further west you travel, the earlier it is in the day) - East (ahead in time) and West (behind in time). In summer, Daylight Saving Time means that clocks are put forward in many countries including the US and UK during the Daylight Saving Period of 31st March to 26th October. Please note that, you cannot keep going ahead in time as you travel east or you would go into the future. When a traveler goes over the pacific ocean they will cross the international date line - they would go backward or forward by a day depending on the direction they travel. Let’s make sense of the information!! Complete the table below. Destination Time +/- GMT Port-au-Prince Time in 12-hour clock when it is 12 noon in London -5 7:00 a.m. Australia +10 10:00 p.m. Tokyo +9 9:00 p.m. +5 1/2 5:30 p.m. -10 2:00 a.m. New Delhi Hawaii Example 1: All Caribbean territories are west of London so they are minus GMT. Bridgetown is GMT -4, this means that when it is 12 noon in London, it is 8 a.m. in Bridgetown. Traveling from London to Bridgetown, you would need to set your clock (4) hours behind. Example 2: Hong Kong is GMT +8, this means that when it is 8 p.m. in England, it is 6 a.m. (next day) in Hong Kong. You figure this one out!! 1. You are in Guyana (GMT -3) and you are required to schedule a virtual meeting in Belize (GMT -6) at 1 p.m. What time would you schedule the meeting in Guyana? London/Gmt 1200 noon Belize 6:00a.m. Guyana 9:00 a.m. Belize 1p.m. Guyana 4p.m. 2. Antigua is (GMT -4) and you are required to schedule a meeting with a branch manager in Istanbul (GMT +3). How many hours behind Istanbul is Antigua? If you need to schedule a meeting in Antigua for 11 a.m., what time will it be in Istanbul? Expression of Time in 12-and 24- Hour Clock Itinerary for Mr. Arthur Morris 12th – 15th October 2021 Tuesday 12th October Departure: Antigua and Barbuda 0900 hrs Arrival: St. Lucia 1100 hrs **Dinner with Jenny Blake, Gail Nicholson, James Rawlins and Marcus Henry 1915 hrs Wednesday 13th October Meeting with Chris Foster at his office in Castries 1000 hrs Meeting with Susan Rabourne at her office, Centre Street 1430 hrs Thursday 14th October Meeting with Management Team at Royal Caribbean Industries 0900 hrs Lunch: Captain Hook Hotel with Chris Foster 1300 hrs Friday 15th October Meeting with Thomas Hardy 0900 hrs Departure: St. Lucia 2155 hrs Arrival: Antigua and Barbuda 2355 hrs Travel Arrangements OBJECTIVE: On completion of this section, students should be able to interpret schedules. INTERPRETING TRAVEL SCHEDULES Carrier organisations provide information on their flights, voyages and trips in the form of a document called a time schedule or timetable. Time schedules/timetables are normally printed in tabular form, with column headings in full or abbreviated, depending on the carrier organisation. Each carrier organisation uses its own format in the presentation of its time schedule or timetable. Information shown on an airline timetable  The name of the airline e.g. LIAT. The validity of the document, i.e. the date from which it is effective to the date when it is discontinued.   Departure city (FROM), e.g. Antigua.  Arrival city (TO), e.g. Kingston  Airport code - abbreviation used for departure and arrival city, e.g. ANU, KIN.  Number of stops along the route, e.g. 2, 1.  Flight number, e.g. 415  Departure time (local time at the departure city), e.g. 7.00 a.m. or 0700 hours.  Arrival time (local time at the arrival city), e.g. 11.15 a.m.  Type of aircraft (equipment), e.g. Dash 8.  Days of operation, e.g. DAILY. Other information such as details on transfers, in-flight entertainment, airport terminal number, passenger amenities, hotels, car rental agencies, distance to the nearest city.  Fig 1 Taxi schedule (land schedule) Fig 2 Airline timetable (air schedule) Fig 3 Shipping schedule (sea schedule) Fares offered by airlines  One-way  Return  Round trip (specified return date) Abbreviations used on airline timetables ARR DEP EFF DIS EQP/EQPT/EQUIP FLT FREQ OPS STP a/p +1 Arrival Departure Effective Discontinued Equipment Flight Frequency Operates Number of stops a.m./p.m. The next day The ABC World Airways Guide provides a timetable for regular world air services. Abbreviations used for classes of services offered by airlines Air fares are identified by letter that indicate the class of service. Sub-classes (reduced and/or discounted fares) are indicated by other letters that vary according to the airline and the cost involved. C, D or J E A, F, P or R B, H, M, N, Y & others Business or executive class Free (reward ticket) First class Economy class/coach Abbreviations for days of flying (frequency) MO TU WE TH FR SA SU DLY/D X Monday Tuesday Wednesday Thursday Friday Saturday Sunday Daily Except 1 2 3 4 5 6 7 Other abbreviations ETA ETT Estimated time of arrival Estimated travel time http://chssoa.blogspot.com/2017/01/travel-arrangements.html Travel Arrangements Preparation of Itinerary Name: Your supervisor, Mr. Paul Newton has to travel to Trinidad and Tobago for three days, from 24th to 26th May 2023. You have been asked to assist Mr. Newton in arranging his business trip. On the form below, prepare an itinerary using the following information and the 24 hour clock: Mr. Newton will depart from George Charles Airport (St. Lucia) on Tuesday 24th May on LI 465 at 1:00 p.m., and is scheduled to arrive at Piarco International Airport (Trinidad) at 2:30 p.m. Mr. Paul will collect him from the airport and take him to the Hylton Hotel where he will stay. On Wednesday 25th May 2023, from 9:00 a.m. to 3:00 p.m., Mr. Newton is expected to attend a meeting at the Almond Hotel on 32 Plaza Avenue. On the same day, Mr. Newton will attend a cocktail at 5:00 p.m. at his hotel. On Thursday 26th May 2021, Mr. Newton will depart from Piarco International Airport (Trinidad) at 8:00 a.m. on BW 531. He is scheduled to arrive at George Charles Airport (St. Lucia) at 12:30 p.m. Itinerary for Mr. Paul Newton 24th to 26th May 2021 (6 marks) Travel Arrangements Itinerary and Travel Schedules Class Assignment 1. What is a travel schedule? (1) 2. Identify THREE items of information a traveller could gain from reading a travel schedule? (4) 3. What is an itinerary? (1) 4. Use the travel schedule below to respond to the following questions: I. What is the name of the airlines? (1) II. What dates will the airlines be flying? (1) III. How often will the flight travel to and depart from CYB? (4) IV. How long will it take a passenger to travel from CYB to GCM? (1) V. What type of aircraft will the passengers travel in? (1) RECORDS AND INFORMATION MANAGEMENT 4.1 Overview The definition of information management systems and records Types of records in an organisation Importance of records and information management Life cycle of an information management system The characteristics of an information management system The characteristics of an effective records management system Records and Information Management Systems: Introduction Objectives: Define information management Identify types of information and records found in an office. Explain at least THREE reasons why records and information management is important Definitions Information Management System: a method of collecting, organising, storing, preserving and allowing the retrieval of information Record: (1) Information captured in reproducible form required for conducting any transaction or activity. (2) Data or information stored on a medium and used as an extension of human memory or to support accountability. (3) Data or information created or received by an organisation in the course of its activities. Records! Records! More Records! What different types of records do you have at home? What types of records does the school have for you? What are some examples of records maintained in an office? Examples of Records Maintained in an Office the personnel file for an employee a purchase order a sales invoice a contract a work order for the factory bills and receipts minutes of meetings correspondence sent and received financial reports etc. What makes a document a record? It must be necessary for the successful operation of the organisation Serves as evidence of a transaction The information must be useful for the future Are not editable and cannot be recreated Why are records kept in an organisation? as evidence that transactions were performed; to analyse past performance and plan the future direction of an enterprise; compliance with the law since some records are legally required according to government regulations. Activity time! Go to Google Classroom and click on the Activity: Introduction to Records and Information Management All the best! Information and Records Management Systems You should be able to: ❖Outline the life cycle of an information management system ❖Identify the characteristics of an information management system ❖Describe at least three characteristics of an information management system ❖Identify the characteristics of an effective records management system ❖Describe at least three characteristics of an effective records management system What does the life cycle of an information management system entail? Creation Sorting Storing Using Retaining (or discarding) The Characteristics of an Information Management System ➔ ➔ ➔ ➔ ➔ ➔ Data input/data storage: information is received or captured (for example, by creating a documents or scanning it into a computer). data is indexed for storing, either manually, into a filing system, or electronically, into a computer system Database management system: is a software for storing and retrieving users' data while considering appropriate security measures. Processing: batch and real time - organising, sorting and indexing of data. Batch - The data is gathered over a period of time and then all the data are processed together. Real-time processing - the data are processed as soon as they are received. Retrieval of information: the process of accessing records that are stored in the system by searching. Compressing (zipping) files for storage: a compressed file is a sort of archive that contains one or more files that have been reduced in size. Since these file are smaller, they can be stored without taking up much space, or transferred at higher speeds over the Internet. By using a program such as WinZip, you can then decompress the file or files back into their original state without any degradation. Archiving: relocating records from the active filing area to storage. records are archived if they have legal, fiscal, administrative or historical value Characteristics of an Effective Records Management System ★ Access protocols: A good records management system makes records easily available to authorised users within the department or organisation. ★ Security: physical and password : This ensures the safety of the records from unauthorised access, alteration, tampering or destruction of records. ★ Accountability: A good records management system should include a method of keeping evidence of the use of information. ★ Expansion: The system should be capable of adjusting to the growing needs of the organisation. Question and Answer: Summary 1. What are the steps in the information management cycle? 2. What are the characteristics of an information management system? 3. What are the characteristics of an effective records management system? Records and Information Management Procedures for Dealing with Inactive Files Retention Periods Objective: You should be able to explain retention period and identify the retention period for various documents For a moment, think about the records you have at home; they could be your receipts, passport, birth certificate, your progress report sheet, health card etc.. How long are they kept? Which ones are disposed of immediately? Which ones are useful for a short period of time? Which records must be kept permanently? Think about the records that are kept at school. How long are they kept? Now, think deeply about the records that are stored in a business. How long are these records kept? What determines the length of time each document should be retained? When we consider the length of time documents should be kept, we are thinking about the retention period. The retention period governs the length of time certain types of documents must be retained. The length of time each document should be retained will be outlined by management. There are THREE major factors that determine the retention period of documents: The nature of an organisation’s business