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BSBITU203A Communicate Electronically v1.1

BSBITU203A Communicate Electronically v1.1

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BSBITU203A Communicate Electronically

RTO No. 21159

BSB20107 Certificate II in Business

Student Guide


Communicate electronically

Student name: ____________________ Trainer name: _____________________

Copyright © 2010 Adass Israel School Inc.

Quality Controlled Document - VK

Aug 2010 Page |1

regulatory or certification requirements apply to this unit at the time of endorsement. The following examples are appropriate for this unit: y direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate y analysis of responses to case studies and scenarios y demonstration of techniques Copyright © 2010 Adass Israel School Inc. y Critical aspects for assessment and evidence required to demonstrate competency in this unit Evidence of the following is essential: ‡ sending and receiving email for a range of purposes ‡ attaching and removing documents to email ‡ using software applications to collaborate online ‡ knowledge of relevant legislation. relevant workplace information. Collaborate online Required skills y communication skills to request advice. Method of assessment A range of assessment methods should be used to assess practical skills and knowledge. customers or others. BSBITU203A Communicate Electronically RTO No. Elements 1. legislative. No licensing. to understand and process basic. Implement procedures to send and receive electronic mail 2. The individual will use a limited range of practical skills and fundamental knowledge in a defined context under direct supervision or with limited individual responsibility. Quality Controlled Document . receive and manage electronic mail (email). Application Of Unit This unit applies to individuals who use business technology to perform a range of routine tasks to communicate with co workers. to receive feedback and to work with a team y literacy skills to identify work requirements. Required knowledge y different methods of electronic communication y key provisions of relevant legislation from all forms of government that may affect aspects of business operations. 21159 BSBITU203A Communicate Electronically Description This unit describes the performance outcomes. skills and knowledge required to send. Manage electronic mail 3. as well as to collaborate online using chat rooms. and to draft simple correspondence y problem-solving skills to solve routine technology problems.VK Aug 2010 Page |2 . intranets and instant messaging.ADASS ISRAEL SCHOOL INC. such as: y anti-discrimination legislation y ethical principles y codes of practice y privacy laws y occupational health and safety.

ADASS ISRAEL SCHOOL INC. You can develop these employability skills as you work through this unit. Technology 4. There are eight nationally agreed employability skills. Quality Controlled Document . Self-management 7. Teamwork 6. BSBITU203A Communicate Electronically RTO No.VK Aug 2010 Page |3 . These are: 5. Planning and organising 1. Problem-solving 8. 21159 y y y y oral or written questioning to assess knowledge of electronic communication methods and tools review of attachments prepared for email review of electronic mailing lists evaluation of postings and responses to online discussions. Employability Skills Employers have made it clear that they the skills and knowledge that people develop during their studies are important but that there are other skills that are important in the workplace. Learning 3. Communication 2. Initiative and enterprise How you can develop your communication skills: y Follow workplace policy and procedures for communicating electronically y Know the correct character to use when writing emails to different people How you can develop your teamwork skills: y Use the sharing features of electronic communication to work with colleagues y Ask managers and peers for assistance How you can develop your problem-solving skills: y Check all written communication for errors before send y Awareness of privacy issues in electronic communication How you can develop your initiative and enterprise skills: y Storing of electronic information y Recognising and deleting unimportant electronic communication How you can develop your planning and organising skills: y Use of filters and security settings y Organising and maintaining electronic mailboxes How you can develop your self-management skills: y Use netequitte y Avoid inappropriate language How you can develop your learning skills: y Learn to use new software How you can develop your technology skills: y Understand how to use new hardware devices Copyright © 2010 Adass Israel School Inc. These types of skills are called employability skills.

21159 Article 1 It is amazing to find that in this day and age. Moreover by educating employees as to what can and cannot be said in an email. Use proper spelling. 3. What are the etiquette rules? There are many etiquette guides and many different etiquette rules. If you do not answer all the questions in the original email.  Protection from liability: employee awareness of email risks will protect your company from costly law suits. However. Make it personal. some companies have still not realized how important their email communications are. Many companies send email replies late or not at all. grammar & punctuation. your customer will be grateful and impressed with your efficient and thoughtful customer service. E mails with no full stops or commas are difficult to read and can sometimes even change the meaning of the text. and pre-empt further questions. you can protect your company from awkward liability issues. Not only should the e-mail be personally addressed. Do not make an e-mail longer than it needs to be. Below we list what we consider as the most important email etiquette rules that apply to nearly all companies.  Efficiency: emails that get to the point are much more effective than poorly worded emails. 'By requiring employees to use appropriate. this will provide your company with that all important competitive edge. Answer all questions. If your company is able to deal professionally with email. and pre-empt further questions. or send replies that do not actually answer the questions you asked. employers can limit their liability risks and improve the overall effectiveness of the organization's email and Internet copy in the process' . 2.ADASS ISRAEL SCHOOL INC. If you are able to pre-empt relevant questions. it should also include personal i. templates can be used effectively in this way. This is not only important because improper spelling.VK Aug 2010 Page |4 . For this reason auto replies are usually not very effective. grammar and punctuation give a bad impression of your company. Remember that reading an e-mail is harder than reading printed communications and a long e -mail can be very discouraging to read. it is also important for conveying the message properly. Be concise and to the point.Excerpt from 'Writing Effective E-mail'. you will receive further e-mails regarding the unanswered questions. Article 2 . An email reply must answer all questions. which will not only waste your time and your customer s time but also cause considerable frustration. 1. businesslike language in all electronic communication s. customized content. by Nancy Flynn and Tom Flynn. BSBITU203A Communicate Electronically RTO No. Some rules will differ according to the nature of your business and the corporate culture. This website discusses the main etiquette rules and provides advice on how employers can ensure that they are implemented. Copyright © 2010 Adass Israel School Inc. Quality Controlled Document . 4.e.Why do you need email etiquette? A company needs to implement etiquette rules for the following three reasons:  Professionalism: by using proper email language your company will convey a professional image.

By sending large attachments you can annoy customers and even bring down their e-mail system. This means that a 'threadless email' will not provide enough information and you will have to spend a frustratingly long time to find out the context of the email in order to deal with it. Quality Controlled Document . instead of 'New Mail'. since this can help protect your company from liability. Customers send an e-mail because they wish to receive a quick response. in other words click 'Reply'. If you receive many emails you cannot remember each individual email. Copyright © 2010 Adass Israel School Inc.ADASS ISRAEL SCHOOL INC. it will lose its function when you really need it. 13. Answer swiftly. Use proper structure & layout.VK Aug 2010 Page |5 . When you reply to an email. Do not attach unnecessary files. Moreover. Read the email before you send it. BSBITU203A Communicate Electronically RTO No. Do not overuse the high priority option. Do not overuse Reply to All. even if a mail has high priority. the structure and lay out is very important for e-mail messages. as well as finding any spelling and grammar errors. 10. 6. 11. you must include the original mail in your reply. Therefore. Add disclaimers to your emails. Since reading from a screen is more difficult than reading from paper. Reading your email through the eyes of the recipient will help you send a more effective message and avoid misunderstandings and inappropriate comments. You need to have a good virus scanner in place since your customers will not be very happy if you send them documents full of viruses! 7. Don't leave out the message thread. This can be highly annoying and might trigger an unwanted response. your message will come across as slightly aggressive if you flag it as 'high priority'. Use short paragraphs and blank lines between each paragraph. The customer decides to sue your company for damages. number them or mark each point as separate to keep the overview. Wherever possible try to compress attachments and only send attachments when they are productive. 21159 5. Therefore. Do not write in CAPITALS. 8. 12. IF YOU WRITE IN CAPITALS IT SEEMS AS IF YOU ARE SHOUTING. When making points. It is important to add disclaimers to your internal and external mails. each e -mail should be replied to within at least 24 hours. Consider the following scenario: an employee accidentally forwards a virus to a customer by email. try not to send any email text in capitals. If you overuse the high priority option. preferably within the same working day. If they did not want a quick response they would send a letter or a fax. 9. Only use Reply to All if you really need your message to be seen by each person who received the original message.

Try to keep your sentences to a maximum of 15-20 words. One way to get round this is to place all addresses in the Bcc: field. If you do not ask permission first. Do not copy a message or attachment without permission. Quality Controlled Document . or might see different fonts than you had intended. Use a meaningful subject. 21159 14. Copyright © 2010 Adass Israel School Inc. 22. Remember that when you use formatting in your emails. Take care with abbreviations and emoticons. Avoid using URGENT and IMPORTANT. you are confirming that your email address is 'live'. even if they are meant to be a joke. Don't reply to spam. 16. just hit the delete button or use email software to remove spam automatically. BSBITU203A Communicate Electronically RTO No. Do not forward chain letters. some people place all the email addresses in the To: field. Just delete the letters as soon as you receive them. Never make any libellous or racially discriminating comments in emails. Use cc: field sparingly. you might be infringing on copyright laws. really urgent or important message. chances are that they will not even attempt to read it! 24. the sender might not be able to view formatting. Do not use email to discuss confidential information. In business emails. 15. 21. 20. such as the smiley :-). Therefore. Sending an email is like sending a postcard. Only use this if it is a really.ADASS ISRAEL SCHOOL INC. Try not to use the cc: field unless the recipient in the cc: field knows why they are receiving a copy of the message. If a person receives an email that looks like a dissertation. Even more so than the high-priority option. The same goes for emoticons. When sending an email mailing. Try to use a subject that is meaningful to the recipient as well as yourself. The recipient might not be aware of the meanings of the abbreviations and in business emails these are generally not appropriate. it is better not to use it. Do not copy a message or attachment belonging to another user without permission of the originator. 19. 18. If you are not sure whether your recipient knows what it means. Email is meant to be a quick medium and requires a different kind of writing than letters. you must at all times try to avoid these types of words in an email or subject line. By replying to spam or by unsubscribing.VK Aug 2010 Page |6 . 23. Be careful with formatting. 17. Do not forward chain letters. try not to use abbreviations such as BTW (by the way) and LOL (laugh out loud). There are two drawbacks to this practice: (1) the recipient knows that you have sent the same message to a large number of recipients. Confirming this will only generate even more spam. and (2) you are publicizing so meone else's email address without their permission. Mailings: use the Bcc: field or do a mail merge. Avoid long sentences.

Article 4 . List short bullet points. This could include guidelines on salutation and ending of messages. Legal advice on how to prohibit inappropriate email content and warn of risks: ‡ Include a list of 'email risks' to make users aware of the potential harmful effects of their actions. address. should signatures include company name. Quality Controlled Document . telephone & fax number. Rules on the usage of the email system: ‡ Whether personal e-mails are accepted and if so. You cannot expect employees to read a long complicated document. ‡ Expected time in which emails should be answered. you must mention this in your email policy. 21159 Article 3 .The Layout of an email Email address of receiver/sender: an email address should follow organisational guidelines. Body: this is the main part of the message. such as copyright infringing emails should also be prohibited. ‡ How and when to forward email messages and how you should handle forwarded messages. since you want them to remember what it says. Warn that employees should have no expectation of privacy in anything they create. ‡ How to determine which emails should receive priority. Copyright © 2010 Adass Israel School Inc. The address consists of a user ID and a domain name. ‡ Basic rules on how to write email messages. these are separated by an @ symbol. send or receive on the company's computer system and that any of their messages may be viewed without prior notice.e. i. ‡ Employees should respect confidentiality and not use email to discuss competitors.organisationtype. ‡ The policy should expressly state that the email system is not to be used for the creation or distribution of any offensive or troublemaking messages. to what extent. potential acquisitions or mergers or to give their opinion about another firm. include a point of contact for questions arising from the email policy. ‡ If you are going to monitor the content of your employees' emails. ‡ When to send cc: or bcc: messages and what to do when you receive them. store. ‡ Finally. e.ADASS ISRAEL SCHOOL INC.g. ‡ Use of newsletters & news groups. ‡ Warn users that they should not engage in non-business activities that unnecessarily tie up network traffic.VK Aug 2010 Page |7 . Unlawful messages. BSBITU203A Communicate Electronically RTO No. For instance you can require a user to request permission to subscribe to a newsletter or news group. so that an employee can easily find rules in case they are unsure. State that employees who receive any emails with this content should report the matter to their supervisor immediately.What should be included in an email policy? For the policy to be effective the document should use clear and simple wording and not be longer than 3-4 pages. Salutation: this is how you sign your message.country Subject: the subject should tell the receiver what the email is about. ‡ What kind of signatures should be used. username@domainname. This should be short and clear. job function. The following is a list of the type of points that should be included in an email policy: Guidelines on how to write effective emails: ‡ Corporate email style.

These marks can be seen when you receive a message and you can add them to messages you send so the receiver can see them. and click the Junk E-mail button on the Preferences tab.VK Aug 2010 Page |8 . Article 8 . you'll probably want to check the Junk E-mail folder often to ensure that you don't miss legitimate messages.How Outlook helps protect you from junk e-mail On the Tools menu. The Junk E-mail Options dialog box appears.Outgoing email:  Check address is correct  Cc and Bcc  Forwarding  Greeting  Main body y Language y Tone y Spelling/Grammar y Layout y Close y Signature  Check draft  Attachments Article 7 . The email was too large Article 9 . so it's wise not to use this option unless you're sure you really mean it. This is most necessary if you receive a large number of messages a day. Note: at the bottom of the Options tab. adjust the level of e-mail protection to a different setting. Quality Controlled Document . If you want to.Returned emails If an email is returned as undeliverable there could be several reasons for this: 1. 21159 Article 5 . A tracker can be put on a message so that you know if a message has been received and opened. A mistake in the address 2. These marks help you to prioritise which messages to deal with first. Tip: If you set your filter to High or if you instruct it to use your safe lists only. This will delete all suspected mail without showing it to you. You can also set up rules that show messages from different people/organisations in different colours. flag or a paperclip. These can be an exclamation mark. Copyright © 2010 Adass Israel School Inc. for example. Read the descriptions for the various options to get a sense of their benefits.ADASS ISRAEL SCHOOL INC. BSBITU203A Communicate Electronically RTO No.Identifying email characteristics An email can be marked with different symbols that will indicate to you if the message is urgent or important. Your server or the receiver s server was out of order 3. there's a check box for permanently deleting suspected junk e-mail. click Options.

Tip: To quickly find messages by sender. and click Settings. Change the name of an e-mail storage folder: 1. Re-open a hidden e-mail storage folder: 1. Click a subfolder to see the messages in it. In the Junk E-mail folder. 4. then click OK. click Data File Management. point to Open. verify that the check box is selected and click OK. If the specified name or domain appears on the From line of the message. 2. 4. Article 10 . On the File menu. On the File menu. Safe Senders List The Safe Senders List allows any message from a specified person or domain to pass through the filter and land in your Inbox. Copyright © 2010 Adass Israel School Inc.Manage stored e-mail folders in Microsoft® Office Outlook® Read Messages: 1. 4. 3. Safe Recipients List Sometimes you'll receive e-mail when your name isn't the only one on the To line of the message. Click Change Password. 3. point to Arrange by on the View menu and click From. Create a password: 1. 2. or even when your name doesn't appear on the To line at all. right-click it and click Close. In the Folder List.ADASS ISRAEL SCHOOL INC. select the data file for which you want to create a new name. Safe Senders and Safe Recipients are two different things: 1. 2. BSBITU203A Communicate Electronically RTO No. Click Apply and then click OK. Hide an e-mail storage folder from the Folder List: To keep Archives Folders or Personal Folders (or whatever name you have given one of those) from showing up in the Folder List on the Navigation Pane. click Data File Management.VK Aug 2010 Page |9 . 3. select the message that you want to mark as Not Junk. click Not Junk. and click Outlook Data File. If these messages are legitimate. 2. you'll want to add the recipient's name to the Safe Recipients List so that those messages aren't filtered out as junk. From the list in the dialog box. Select an Archives Folders or Personal Folders file in the dialog box and click Settings. Select the text in the Name box and replace it by typing the new name that you want to use. 21159 To Mark a message as Not Junk: 1. The folder opens and the subfolders appear. 3. click the plus sign next to the folder that contains the messages that you want to read. The Mark as Not Junk dialog box is displayed. the message is deemed safe by the filter. If you want to add the sender to your Safe Senders list. Type a password in the New Password and Verify Password boxes. 2. Quality Controlled Document . Select the file that you want to show on the Navigation Pane. On the File menu. 2. On the Standard toolbar. The recipient is the name on the To line.

Manage AutoArchive  To check that AutoArchive is turned on:  On the Tools menu. To create a custom view for messages that shows you the Modified field. follow these steps: 1. Copyright © 2010 Adass Israel School Inc. In the Name box. In the Show names from the list. type the name that you want to give the subfolder. Click the arrow next to Frequently Used Fields and select All Mail Fields.ADASS ISRAEL SCHOOL INC. 21159 See the last modified date of a message: Messages are archived based on the date when they were last modified. BSBITU203A Communicate Electronically RTO No. To Manage Personal Folders Create personal folders: 1. click to close Reading Pane and Navigation Pane. click the address book that contains the e-mail addresses you want in your distribution list. 3. and then click OK. Click Select Members. Click Archive this folder using these settings. 3. 2. Click OK three times. 6. Click the AutoArchive tab. In the Type name or select from list box. Then drag it next to Size in the gray top area. 2. Create subfolders in Personal Folders: 1. point to New. point to New. 4. Select Microsoft Outlook Personal Folders File 3. 3. Click Properties on the shortcut menu. and then click Distribution List.  Click the Other tab. and click AutoArchive.VK Aug 2010 P a g e | 10 . and click Field Chooser. Right-click Personal Folders. On the File menu. Specify the settings that you want to use for the folder. 2. The distribution list is saved in your Contacts folder by the name you give it. Personal Folders appears in the Folder List. 3. then click New Folder. 2. click Options. AutoArchive is active. In the Name box. 4. On the File menu.  If the Run AutoArchive every check box is selected. and then click Members. and click Outlook Data File. type a name. Quality Controlled Document . and click OK. Click the plus sign next to Personal Folders to see the new subfolder. Customize archive settings for a folder: 1. Right-click the folder for which you want to create custom archive settings. Article 11 To Create a distribution list using names in the Address Book 1. In the list below. Right-click the gray area at the top of the list of messages (where the From field appears). 4. select the name. 2. Scroll to and select the Modified field. type a name you want to include. On the View menu. 5. Do this for each person you want to add to the distribution list.

The rules of netiquette apply to these types of communications. double-click the meeting to open it. AutoPick Next button will avoid scheduling conflicts. o Click Send Update on the Standard toolbar of the meeting. y Make the desired changes: o Click the Appointment tab to change details such as the date or time of the meeting. y Location/Resource: The place where the meeting will occur is the location. When you use this method. Copyright © 2010 Adass Israel School Inc. o Click the Scheduling tab to change details about the attendees or the resource. o Right-click a selected time in your calendar and click. y If you add or remove attendees. Once an attendee is added to the attendee list. New Meeting Request. and click OK. you can choose whether to send an update to everyone or only to those attendees who will be affected by the change.Collaboration Using electronic media allows people to collaborate or share information. o Check free/busy time. This will allow one person so manage several people s diaries and make appointments for them. and then click Send Update to let everyone else know of the changes. y In the Calendar. sometimes referred to as resource. Here are three different ways to start your meeting request. y Attendee: Anyone who is invited to the meeting is considered an attendee. that part of the request will be filled in when it opens.VK Aug 2010 P a g e | 11 . he or she is still considered an attendee. o Click the New Meeting Request command on the Actions menu. pictures. There are two categories of attendee: required and optional. You can use this method when you want to book the meeting at a specific time. Also. Make changes to a meeting and send an update Make changes to your own copy of the meeting first. you'll need to fill in all of the meeting details yourself. This command starts you off on the Scheduling tab. 21159 Article 11 . How you specify a location (or resource) for the meeting will depend on how things are set up at your organization. Article 12 To organize meetings with Outlook y Meeting organizer: Whoever sets up a meeting becomes the meeting organizer. BSBITU203A Communicate Electronically RTO No. Because you select the time first. The organizer is the only person who can change the meeting details once it has been set up. you're always the organizer. When you are the meeting organizer: Start a meeting request: y You'll always create a meeting request from the Calendar.ADASS ISRAEL SCHOOL INC. o Click Plan a Meeting on the Actions menu of the Calendar. Once you're the organizer. and anything else you can save on a computer to an email and send it to someone else. Using Outlook® you can attach document. This method gives you a blank slate for the meeting and starts you off in the To box of the meeting request. o Select either Send updates only to added or deleted attendees or Send updates to all attendees. Use this method when the time of your meeting can adapt to the schedules of the people who are coming. files. Also using Outlook® you can share contacts and calendars. You can also invite people to meetings and set up groups to share information about projects and meetings. that person will always be considered an attendee for the meeting: even if an attendee declines a meeting. Quality Controlled Document . keep in mind that you can never assign a new organizer to an existing meeting.

Declining a meeting deletes the item from your Calendar (freeing that block of time). the time appears as Busy by default.) o Tentative: Use this option if you're interested in the meeting.VK Aug 2010 P a g e | 12 . the organizer gets to make the final decision about the new meeting time. the meeting is scheduled in your Calendar and you receive updates if the meeting organizer changes the details of the meeting.. you. however. o Don't send a response: The meeting is added to your Calendar. The meeting is scheduled in your Calendar and that block of time is displayed to others as tentatively unavailable. o Propose New Time: When you do choose this and propose a new time. all you need to do is click one of the buttons in the request. y After you click one of the buttons to respond to a meeting request.. but as with all things about the meeting. but aren't sure whether you'll be able to make it. For a large meeting. you can choose whether to track the attendees' responses. 21159 Control responses The following options give you some control over your meeting request: y Allow new time proposals: An attendee who has a schedule conflict may propose a new meeting time. When you do this. Do you need to let the meeting organizer know that you might be late? Maybe you need to verify if lunch will be provided at a lunchtime meeting or whether you need to bring anything to a client presentation. When you receive a meeting request y To respond to a meeting request. When you respond to a message. o Decline: Decline a meeting if you can't go. (If you truly want to opt out of a meeting. this may not be practical. Copyright © 2010 Adass Israel School Inc. BSBITU203A Communicate Electronically RTO No. If others view your free/busy time.ADASS ISRAEL SCHOOL INC. These are your main choices for responses: o Accept: Accept a meeting that you know you'll be able to attend. but the meeting organizer won't know your plans. but it does not sever your ties with the meeting: You'll still get updates if the meeting organizer makes them and you'll have the opportunity to respond to the update. y Request Responses: With the Request Responses command. the meeting organizer receives your request. you may want to ask the organizer to remove your name from the attendee list. you are given three options for your response: o Edit the response before sending: Use this option if you want to include a message with your response. as the meeting organiser can decide whether you will allow attendees to suggest new times for your meeting. When you accept a meeting. you can send a personal note to the organizer. o Send the response now: The meeting response is sent back to the organizer's Inbox and the meeting entry is updated in the Calendar. a meeting response is created and sent to the meeting organizer. Quality Controlled Document .

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