OFFICE ADMINISTRATION

UNIT 2 COMMUNICATION
Communication is the process of transferring information from a sender to a receiver(s). The
essence of communication is sharing i.e. providing data, information and insights in an exchange
that benefits both you and the people with whom you are communicating

The Elements of the CommunicationProcess

● The sender of the message is the person who is sending, encoding or transmitting the
message.
● The message is the actual information being transmitted.
● The medium is the way/channel in which the message will be transmitted i.e. via email,
letter, word of mouth etc.
● The receiver is the person who will be receiving, decoding or getting the message
● The feedback is any information that may be sent back to the sender after the
information is delivered to the receiver

CHANNELS OF COMMUNICATION

1. FORMAL COMMUNICATION

An organization’s formal communication network is comprised of all the communication that

runs along its official lines of authority. In other words, the formal network follows reporting
relationships. When a manager sends an email to her sales team describing the new commission
structure for the next set of sales targets, that email is being sent along the company’s formal
network that connects managers to their subordinates.

2. INFORMAL COMMUNICATION

An informal communication network, on the other hand, doesn’t follow authority lines and
is established around the social affiliation of members of an organization. Such networks are also
described as “grapevine communication.” They may come into being through the rumor mill,
social networking, graffiti and spontaneous water-cooler conversations.

COMMUNICATION CHANNELS
 ORAL WRITTEN ELECTRONIC VISUAL

COMMUNICATION FLOWS

The patterns of communication are called flows, and they are commonly classified according to
the direction of interaction: downward, upward, horizontal, diagonal, external.

1. Downward Communication

Downward communication simply means that the orders come from the top (managers) and
make their way down through the workforce. This form of communication is hierarchical in
nature. One example of downward communication is a superior setting a deadline and creating
targets for subordinates. Another example is employee reviews. Ultimately, downward
communication lays out work objectives and helps clarify the details of necessary tasks.

2. Upward Communication

Upward communication flows from a lower level of an organization's hierarchy to a higher level.
In practice, workers use upward communication to make suggestions, offer input and file
complaints. Allowing lower-level workers to have a say in operations is imperative to business
success. One reason for this is that even the lowest-level employees have unique perspectives on
their work and what is needed to get the job done. For example, say a CEO sets a target that each
member of the company’s sales team must sell $10,000 of product each month. The sales team
knows that this target isn’t achievable within the current work expectations if even the most
successful sellers are barely hitting $10,000 each month. The sales team can use upward
communication to inform the CEO that the target is out of reach.

3. Horizontal Communication

Horizontal communication (also known as lateral communication) takes place when employees
at the same level interact. Peer communication is time-saving and allows workers to coordinate
tasks with one another. Horizontal communication also allows for greater cooperation and
problem-solving. When workers share information and brainstorm solutions to problems, things
run more smoothly and outcomes improve. Think of horizontal communication as the
embodiment of the popular saying, “two heads are better than one."

4. Vertical communication

Is a type of flow of information between members of organisation who are on different levels of

its hierarchy. It can be used both in a downward and upward direction. Most communications in
organisations are considered to be vertical.

Vertical communication examples are:

● instructions,
● business orders,
● formal reports,
● reports about work done.

Non Verbal Communication 

Non-verbal communication is a process of communication without using words or sounds. Non-
verbal communication uses gestures, body language, facial expressions, eye contact, clothing,
tone of voice, and other cues to convey a message. Like verbal communication, this method of
communicating is rarely used alone. Non-verbal communication could be considered like a spice
we use when communicating to add a little flavor. You might raise your eyebrows emphatically
when speaking to help make a point, or shake your finger at your child when you’re angry. These
are all non-verbal cues that help convey a message.

COMMUNICATION CLIMATE

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BARRIERS TO COMMUNICATION

A barrier is something that prevents active listening and careful response.Communication

barriers include:

1. Perceptual barriers of communication are internal barriers that occur within a person's
mind when the person believes or perceives that the other person that they are going to speak
with will not understand or be interested in what they have to say. 

2.  Semantic Barriers refers to the misunderstanding between the sender and receiver arising
due to the different meanings of words, and other symbols used in the communication

3. Language barriers are the most common communication barriers which cause

misunderstandings and misinterpretations between people. Not using the words that other person
understands makes the communication ineffective and prevents message from being
conveyed.Language is needed for any kind of communication, even people with speech
impairments communicate with sign language and brail. Communication becomes difficult in
situations where people don’t understand each others’ language. The inability to communicate
using a language is known as language barrier to communication. Language barriers are the most
common communication barriers which cause misunderstandings and misinterpretations between
people.

4. Literacy Skills literacy levels are among the greatest communication barriers Of course,
there is more to literacy than knowing how to read and write. It has to do with how well people
understand and can then use printed information at home, at work and in the community.
5. Internal barriers correspond to processes inside of us including our thinking, attitude, and
perceptions as well as the way we communicate.

6. External barriers correspond to processes outside of us that maybe people or environment-

related eg. Noise.

QUESTION: IDENTIFY AND DESCRIBE HOW BARRIERS TO COMMUNICATION

CAN BE OVERCOME.
 STATIONERY
Stationery is a mass noun referring to commercially manufactured writing materials, including
cut paper, envelopes, writing implements, continuous form paper, and other office supplies.
Stationery includes materials to be written on by hand or by equipment For example: computer
printers

PAPER

TYPES OF PAPER

1. Bond paper is a strong, high quality, durable paper consisting of up to 100% rag pulp.
Probably best known for its important role in offices as the paper of choice for letterhead,
envelopes, and other papers for official business, it is also used for memos, announcements,
manuals, flyers, newsletters, reports, personalized stationery, brochures, and postings. ATM,
cash registers, and engineering and architectural drawings also use this paper.

2. NCR PAPER:“The acronym NCR in the printing industry stands for No Carbon Required;
this is a special type of paper that is the modern day replacement to the old fashioned and messy
blue carbon paper that was used to make duplicates, usually found in invoice and order pads.
With NCR paper there is no mess at all, the back of the first sheet is coated with micro-
encapsulated dye. The face of the second sheet is coated with a clay that quickly reacts with the
dye to form a permanent mark.

3. PARCHMENT PAPER: The term parchment is a general term for an animal skin which has
been prepared for writing or printing. Parchment has been made for centuries, and is usually calf,
goat, or sheep skin. Parchment has traditionally been used instead of paper for important
documents such as religious texts, public laws, contracts and land records as it has always been
considered a strong and stable material.
Detailed Measurements for International Paper Sizes & Envelopes.
There are three ranges of sizes, prefixed A, B and C. The most widely used for general printing
and letterhead stationery is the A series. The international letterhead size is an A4.

Standard International Paper Sizes

Size Width x Height (mm) Width x Height (in)

A0 841 x 1189 mm 33.1 x 46.8 in

A1 594 x 841 mm 23.4 x 33.1 in

A2 420 x 594 mm 16.5 x 23.4 in

A3 297 x 420 mm 11.7 x 16.5 in

A4 210 x 297 mm 8.3 x 11.7 in

A5 148 x 210 mm 5.8 x 8.3 in

A6 105 x 148 mm 4.1 x 5.8 in

A1 paper uses
is typically used for signs, posters and window displays.
A2 paper uses
A2 is used for posters, notices, window displays and art prints.
A3 paper uses
A3 tends to be used for presentations, charts, posters and plans.
A4 paper uses
A4 is the most recognised ‘A’ paper size and is commonly used for everyday printing. A4 tends
to be used to print business stationery letterheads.
A5 paper uses
A5 has many uses. This size is a popular choice for diaries & planners, books, invitations, flyers,
booklets and more.
A6 paper uses
A6 paper is typically used for postcards, flyers, leaflets and save the dates.

Standard International Envelope Sizes

DL stands for dimension lengthwise and is a common size for envelopes and promotional materials such as
brochures and flyers. Sizes in millimetres.

Phone Etiquette Tips for the Receptionist or Secretary

Presenting a professional image, both in person and on the telephone, is very important in the
Office Skills profession. Taking care of your customers over the telephone and making them feel
well informed and appreciated is essential. The customer who contacts your company is going to
base his perception of your company on the attention he gets from speaking with you. Therefore,
answering phone calls and greeting customers professionally is very important. Whether you are
the front office receptionist or an executive secretary, the following phone etiquette tips will help
you along the way.
1. Establish a Good First Impression
Exhibiting excellent phone etiquette is extremely important in establishing a good first
impression of your company. It all starts with some basic knowledge:

1. Know your company phone system. (Don't practice on the caller.)

2. Answer the call promptly and enthusiastically, preferably within 3 rings. Don't forget to
smile before you answer the phone as this will be reflected in your tone of voice and will
be great for maintaining a positive attitude, not only during the call, but through-out the
whole day.

3. Speak clearly. A picture paints a thousand words but the caller on the other end of the
phone can only hear you. They cannot see your face or body language. Therefore, taking
the time to speak clearly, slowly and in a cheerful, professional voice is very important.

4. Use your normal tone of voice when answering a call. If you have a tendency to speak
loud or shout, avoid doing so on the telephone.

5. Do not eat or drink while you are on telephone duty. Only eat or drink during your coffee
break or lunch break.

6. Do not use slang words or poor language. Respond clearly with “yes” or “no” when
speaking. Never use swear words.

2. Answering the Company Telephone - Your Company Greeting

Many experts agree that the following initial greeting will make your customers feel welcome
and appreciated.

1. Greet the caller in a friendly and enthusiastic manner such as "good morning" or" good
afternoon."

2. State your company name. For example, "ABC Cloud Computing".

3. Introduce yourself to the caller. For example, "This is Molly"

4. Offer your help. For example, "How may I help you?".

If answering the call as quickly as possible is the goal, then a three part greeting may suffice.
You could say "Good morning, ABC Cloud Computing. This is Molly." Be sure to say your name
in a clear, upbeat and enthusiastic way as this will help to get the call off to a great start.

3. Ways to Properly Address callers

How to address callers can be very confusing because of the many options available. It helps to
be aware of your company's policy and use that as a guideline. If you know who's calling, then
it's polite to address the caller properly by his or her title. (i.e. Good morning Mr. Brown, Good
afternoon Ms. Sanders). Here are some of the most common ways to address a caller.

1. By their professional titles such as Dr. Baker or Professor Jones

2. By their first name. Never address an unfamiliar caller by his or her first name. However,
occasionally, the caller will refer to themselves by their first name only and in that case, it
can be appropriate to call them by their first name.

3. As an adult male or female such as Mr. Ms. or Mrs.

4. Sir (adult male) and Ma'am or Madam (adult female). Yes, Ma'am and Sir are words of
respect and can still be used when appropriate.
 5. Miss - last name (an unmarried woman).

4. While on the Call - Managing your Caller

You're off to a great start by learning how to professionally greet the caller. With your courteous
and positive attitude, you've already shown your customer that you care. However, how you
handle your customers request will determine how your customer will remember you and your
company. Here are a few tips for managing your customer call:

1. Give your customer your full attention by actively listening to their request without
interrupting. The ability to listen is a problem in general but it is very important to listen
to what the caller has to say.

2. Summarize the customers request, whether that's taking a message or looking up some
information. It is always a good habit to repeat the information back to the client when
you are taking a message. Verify that you have heard and transcribed the message
accurately.

3. Interact through-out the call by building rapport and adding a personal touch. Always
keep the customer informed by explaining what you're doing during the call. Saying
something as simple as "It'll take just a minute for me to bring up your account details.
How are you doing today?" will go a long way.

4. Be patient and helpful. If a caller is irate or upset, listen to what they have to say and
empathize with them by saying statements such as "I understand how you are feeling
right now. I will get this resolved as soon as possible". Never snap back or act rude to the
caller.

5. Always focus on the call. Try not to get distracted by people around you. If someone tries
to interrupt you while you are on a call, politely remind them that you are on a customer
call and that you will be with them as soon as you are finished.

5. Putting Callers on Hold

There are many reasons why you may need to put a caller on hold as it's not always possible in
today's busy work climate to be able to locate the correct person or find the information the caller
needs immediately. Also, being placed on hold tends to be a frustrating and unproductive time
for most callers so handling this situation with care is extremely important. Following a few
simple practices will help ensure your caller remains on the line and feels informed at all times.

1. Always ask for permission to put the caller on hold and wait for the customer to answer.
If you are responsible for answering multiple calls at once, always ask the caller politely
if you may put them on hold. Remember that the caller could have already waited several
minutes before getting connected to you and may not take lightly to being put on hold.

2. Check back with the caller periodically, preferably every 30 seconds. Never leave the
person on hold for too long without checking back or they may become upset and hang
up.

3. Thank the caller for holding and apologize for the wait time if necessary.

4. Transfer the caller to the person they were holding for or provide them with the
information they requested.

6. Ending the Call

Ending the call is just as important as the initial caller greeting as this is your last opportunity to
make sure the caller is completely satisfied with the service they received and that they hang up
with a positive impression of your company. Here are some tips on how to end the call
professionally.

1. Thank the caller for calling and summarize what you did for the customer.

2. Let the caller know you appreciate their business.

3. Offer to help in the future by letting the customer know how to contact you or your
company.

4. Say goodbye but always let the caller hang up first. Here is an example of ending the call:

"Thank-you for calling Mr. Barton. We very much appreciate your order and it has been a
pleasure doing business with you. If you find you need additional assistance, please call us back
at 800-555-1212."

7. Making Calls
1. Always identify yourself properly. When calling a client or customer, whether in person or
when leaving a message, always identify yourself properly by providing your name, company
name and contact telephone number. For example, "Good afternoon Mr. Brown, this is Ms.
Brown from Officeskills.org. My telephone number is 408-555-1212." Always be aware of
confidential information when leaving messages. Also, be aware of people around you while
talking on the phone. Be discreet!  Someone next to you might overhear confidential information
that could negatively affect your business.

2. Avoid leaving long winded messages. Remember, someone has to listen to your message,
write it down and then act upon it. Your message may be just one of many messages that needs
to be handled. It is often a good habit to write down or type out your message in advance. Keep it
brief and to the point.

RECORDING SYSTEMS
Audio system for recoding sound. These may be of different types:

1. A voicemail system (also known as voice message or voice bank) is a computer-based system

that allows users and subscribers to exchange personal voice messages; to select and deliver
voice information; and to process transactions relating to individuals, organizations, products,
and services, using an ordinary phone.

2. TELEPHONE ANSWERING AND RECORDING MACHINE is used for answering telephones and
recording callers' messages. If a phone rings a predetermined number of times by the phone's
owner, and nobody is present to answer the incoming call, the answering machine will activate
and play either a generic announcement or the voice of the person being called announcing that
nobody is able to come to the phone at the moment. Following the announcement is a beeping
tone which enables the caller to record his or her message after the tone concludes.

Despite the prevalence of automated telephone answering systems with voicemail and
phone trees, many companies still rely on human beings to answer phone calls. The
receptionists and administrative assistants responsible for answering calls, greeting
visitors and taking messages are often the first point of interaction between the
company and a customer. This critical role demands courtesy, professionalism and
competence when it comes to relaying information from a caller to a company
representative.
 RECEIVING AND DELIVERING MESSAGES IN THE OFFICE

1. Workplace Setup

If you are the employee responsible for taking telephone calls, set up your workspace so
that your phone and message-taking supplies are convenient. Ensure that the ringer is
loud enough that you can hear it when you are away from your desk. Telephone
messages may be written on a spiral-bound message book with carbon-copy pages to
record messages. The copy will provide a permanent record of your message, including
the date and time of the call. It can also be recoded on a message pad.

2. Answer Courteously

Answer a call with a courteous greeting and state the name of your company. Use your
organization's preferred greeting, which may be something like, “WXY Company. How
may I direct your call?” When you are speaking to a visitor in person, start with a
pleasant greeting, followed by “How may I help you?” Speak clearly and don’t eat, drink
or chew gum while speaking with people, on the phone or in person.

3. Respond Professionally

Exercise professional courtesy in every interaction. Ask the caller or visitor whether he
would mind being put on hold or waiting while you contact the person he wishes to
speak to. Rather than “She is out,” “I don’t know where she is,” or “She’s in the ladies’
room,” a more professional answer would be “She has stepped out of the office. Would
you like to leave a message?” Instead of “She’s busy,” or “She doesn’t want to be
disturbed,” simply say “She is not available at the moment.”

While your caller is on hold, don’t keep him waiting beyond a convenient period of time.
If you are holding for his party to come to the phone, let him know and give him the
chance to leave a message or call again later. Tell your caller if you must transfer him to
another line. Remain calm and courteous, even if the caller is rude or irritated.

4. Write the Message

If the caller wishes to leave a message, write down the information, starting with the
caller’s name. Ask for the correct spelling if you are in doubt. Write the caller’s phone
number, including the area code and extension, and the company’s name. Ask about the
nature of the call and add that information to the message, if the caller wishes to
provide it. Also, ask whether there is a good time to return the call, to avoid playing
phone tag.

Rehearse your "leaving a message conversation" ahead of time to make sure you are
prepared to not miss a beat. Finally, write the date and time of the call and your own
initials. See that the message is delivered to the proper person in a timely fashion.
SAMPLE TELEPHONE MESSAGE PAD

Telephone Switchboard Systems

For a number of businesses using telephone systems, switchboard systems are a necessity. A

telephone switchboard system is fundamental to most business’s day-to-day operations, allowing
phone calls to be managed and directed to other lines within the same company or routed
externally to and from the public switched telephone network (PSTN).

Switchboards are invaluable when managing high call volumes, helping direct customers to the
specific departments or staff members who can assist them most effectively.

Some switchboards, which these days are usually better known as Private Branch Exchanges
(PBX), are simply hardware boxes with racks of sockets where phones and handsets can be
inserted. More advanced business switchboard systems are fully-functioning computer systems
that can handle huge numbers of virtual extensions and connect to the external phone networks
via Internet data transfer rather than sending and receiving analogue voice signals.

TYPES OF SWITCHBOARD

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TELEPHONE SERVICES
1. Local Call:
a phone call made to a nearby place, typically to a number having the same area Code, and
charged at a relatively low rate.

2. Long-distance calls : are typically charged a higher billing rate than local calls.

3. Overseas Calls: International telephone calls are those made between different countries. 

4. Station to station is an international call where you will talk to whoever answers.

5. A person-to-person call is an operator-assisted call in which the calling party requests to

speak to a specific party and not simply to anyone who answers. The caller is not charged for
the call unless the requested party is reached. This method was popular when
telephone calls were relatively expensive.

6. Collect calls: a telephone call which is paid for by the person who receives the

call, rather than the person who makes the call.

7. A conference call: is a telephone call in which someone talks to several people at the same
time. The conference call may be designed to allow the called party to participate during
the call or set up so that the called party merely listens into the call and cannot speak.

8. A video conference is a live, visual connection between two or more people residing in
separate locations for the purpose of communication. At its simplest, video conferencing
provides transmission of static images and text between two locations.

9. Call waiting: a service whereby someone making a phone call is notified of an incoming call
on the line that they are already using, and is able to place the first call on hold while the second
is answered.

10. Call forwarding is a phone management feature that helps you to redirect

or forward incoming calls to an alternate number. It is commonly used to forward calls to an
office phone to a user's cell or home phone, or a colleague's number.

11. Speed  dial is a facility on a phone that allows you to call a number by pressing a single
button rather than by dialling the full number

12. Caller ID: a facility that identifies and displays the phone numbers of incoming calls made
to a particular line

13.Voice over Internet Protocol (VoIP), is a technology that allows you to make voice calls

using a broadband Internet connection instead of a regular (or analog) phone line.

Memorandum
A memorandum is a note or a record for future use. For an organization, it is very important to
have an efficient way of communication. It is an intra office tool that is it is used for internal
communication. It has a number of purposes. In simple words, a memorandum is a written
message or information from one person or department to another in the same business. It is less
formal than a letter. A memorandum is often abbreviated as a memo.
 Purpose of Memorandum

A person writes a memo with some purposes in mind. It is used

● To inform.

● To inquire.

● One can use it to report.

● To give suggestions.

● To remind.

● One can use it to instruct.

● One can promote goodwill using a memo.

● To communicate the ideas.

Advantages of Memos

Using memos has a number of advantages. Memos are

● Memorandum is quick.

● It is a convenient mean of communication.

● It is inexpensive. Memos are used within an organization so one can use low-quality paper.

● It helps in maintaining written records.

Parts of Memorandum

There are mainly five parts of a memorandum. They are

1. Heading Segment

The heading segment of a memo has four basic sections.

TO: Reader’s names and job titles

FROM: sender’s name and job title

DATE: Complete date

SUBJECT: Reason for writing a memo

2. Opening Segment

In this segment, one can find the purpose of the memo. The opening paragraph includes the
reason r the motive for the memo.
3. The Body
Start the body of the memo with a clear purpose, state what you need the readers to know, and
conclude with what you need readers to do, if necessary. Remember that employees may just
skim the memo upon receipt, so use short paragraphs, subheads, and where you can, use lists.
These are "points of entry" for the eye so the reader can refer back easily to the part of the memo
that he or she needs.

4. Closing Segment

Always end your memo with courteous words. Make sure you make the completion of the task in
an efficient and easy way. Try to lure the reader to make the positive action.

5. Necessary Attachments

One can also attach lists, graphs, tables etc. at the end of a memo. Make a reference for your
attachments and add a notation for them.

The format of a Memo

Important Points to Remember when writing memos

● Always use a clear and specific subject line.

● Do not waste the reader’s time by using lengthy memos. Be clear and concise.

● Use the active voice.

● Use the first person.

● Be formal.

● Avoids slangs and friendly words.

● One should use a careful and logical arrangement of information.

● Keep the paragraphs short.

● One can use enumerations for the paragraphs.

● One can use solid capitals and center indentation for important details.

● Use of bullets to make points.

● Always end the memo in courteous words.

● Use text fonts and color to attract attention.

● Avoid rude and thoughtless memos.

● It does not need a complimentary close or a signature.

● Proofread the content before sending

COURIER SERVICES

A Courier company is one which delivers messages, packages and mail and is known for their
speed, security, tracking service and specialisation.” A courier service was developed to offer a
faster and more secure alternative to the usual mail service that had been the only delivery
service for so long. Traditional mail services are known for having slow delivery times and can
incur expenses if items are large or heavy; couriers seemed to be the perfect alternative and
despite it being slightly more expensive than normal postage it is beneficial for certain deliveries.

Courier services became increasingly popular with the arrival of Internet shopping. Being able to
order large and multiple items from online sellers required specialist delivery services that would
enable customers to not only receive their items but also enable online sellers to offer things such
as next day delivery. Something that is only possible with a courier service.

Standard Services on Offer

▪ Delivery of large and heavy items

▪ Safely and Securely transported
▪ Signature required delivery for important items
▪ Worldwide delivery
▪ Next day delivery
▪ Fast track delivery
▪ Ability to track your delivery

Courier companies are the ideal tool for those who work from home either full time or just
occasionally. Making sure important documents are delivered to the right person, securely and
quickly is essential within any business.

Working from home is an entirely different set up to being in a busy office environment although
the work and priorities are still the same. Home working can be a necessity for those with
children, that live a distance from the Head Office of the company or simply have the equipment
to be based in their own homes. Courier services can make life so much easy for those reliant on
someone else to get their mail, documents and important packages from A to B quickly and
safely.

More delivery experts are branching out into extensive delivery services to ensure they fulfil the
needs of their customers. So many people rely on the professionalism and security of a courier
provider to transport their most prized possessions.

Couriers are the perfect solution to many of your transport needs, from delivering online
shopping items, transporting your beloved pets or even helping you to move home there is a full
range of services they can offer and areas they can be of service to you. Couriers on uShip are
professional; full trained and experts in their field. The level of reviews and recommendations
prove they are worth their weight in gold within their industry and can be a useful resource in
your time of need.

ADVANTAGES
1. Speed
Courier services are focused on making parcel deliveries a hassle-free experience for you. Their
efficient fleet management, route planning, and trained staff ensure on-time deliveries of your
parcels to their destination. Airlines help to transfer pallets and share posts more rapidly. Freight,
of course, is better for high-level volume transportation land quickly, deliver faster, delight
customers and get home early.

2. Reliability
Courier services provide one of the most reliable delivery services when it comes to logistics.
They offer a host of options like tracking services, door to door deliveries, and a meticulous
work ethic. With smartphone apps and GPS tracking services, you can keep an eye on where
your item is and instantly get notified when they misplace a package. Information is now readily
available too. Companies provide a quote and a price for all items to be shipped. Details of the
product can also be sent by email to someone who is waiting on the pick-up arrival side. This
check can take the form of a signature or the ability to message the van in real-time.

3. Safety
In-house courier services cannot match the safety of professional courier services. These courier
companies have established procedures, trained staff, and have state of the art logistics
management. Using courier services reduces the risk of incurring losses in case of any in-transit
damage to shipped articles. By relying on external couriers, small businesses can enjoy the peace
of mind that their parcels are in safe hands. They can continue focusing on running their business
without having to worry about shipping damages. They also provide insurance, something to
ensure a feeling of security for senders.

4. Affordability
Courier services may be slightly expensive than your standard mail carriers, but they provide a
level of business efficiency and affordability that the former cannot. Setting up a fleet of trucks,
training the staff, and the administrative cost of managing logistics can be a nightmare for a
small to medium enterprise. Courier services provide a platform with optimal rates, thereby
simplifying the overall process.

POSTAL SERVICES
Postal service - the system whereby messages are transmitted via the post office.

CLASSIFICATION OF MAILS

1. Registered mail is a mail service offered by postal services in many countries, which allows

the sender proof of mailing via a mailing receipt and, upon request, electronic verification that
an article was delivered or that a delivery attempt was made.

 2. Special Delivery was a postal service paid for with additional postage for urgent letters
and postal packets which are delivered in less time than by standard ...
3. Recorded Delivery: If you send a letter or parcel recorded delivery, you send it using
a Post Office service which gives you an official record of the fact that it has been posted
and delivered. Use recorded delivery for large cheques or money orders.

4. Poste restante: Poste restante or general delivery is a service where the post office holds mail
until the recipient calls for it. It is a common destination for mail for people who are visiting a
particular location and have no need, or no way, of having mail delivered directly to their place
of residence at that time.

Handling of outgoing mail involves the following steps:

  1. Collecting of Letters: Letters prepared in various departments should be sent to the despatch
section as quickly as possible. In many business houses, different departmental letters should be
typed, duly signed by the executive along with the addressed envelopes to the mailing
department. The letters should be put in a tray labelled “Outgoing Mail”.

 2. Sorting Out the Letters: After the mail reaches the mailing room, they are sorted as to
whether intended for internal or local delivery or to be sent to outside firms and individuals. At
this stage, sorting is also necessary because sometimes there may be letter from different
departments, addressed to the same firm or to the same individual. All such letters can be sent
under one cover.

 3. Recording in the Outward Mail Register: After sorting, the letters are entered in the mail
register or peon book. The letters sent through post office alone are entered in the “Outgoing
Mail Register”. Letters to be sent through the office peon or messenger are recorded in the peon
book. This register also serves as a record of postage expenses. Each letter is given a serial
number as per the despatch book or peon book. The same serial number is also recorded on the
register.

 4. Folding and Inserting: After recording, the letters are folded and inserted into envelopes.
Generally the addresses are typed on the envelope in the department itself and the envelopes are
sent along with the letter. The despatching clerk before inserting the letter into the cover should
verify –

(i) whether the address given on the letter agrees with the address typed on the envelope, and
(ii)  the number of enclosures are in agreement with the number specified in the letter.
Envelopes can be addressed by machine where communications are regularly sent to the same
addressee. For ensuring quick and prompt delivery, complete address along with pin code should
be specified.

 5. Sealing: The envelopes can be sealed with paste or gum. The envelopes and inland letters
should be folded carefully and sealed with gum. When window envelopes are used, it should be
checked whether the address is fully visible through the window.

 6.  Stamping: After sealing, the letter should be adequately stamped. The mailing clerk should
have a thorough knowledge of the postage rates so that no more or less stamps can be affixed. If
more stamps are affixed than needed, it will be a mere waste of money. On the other hand, if the
value of the stamp is less than the actual rate, the recipient has to pay a fine, which will damage
the reputation of the firm. For this purpose, the latest copy of Post and Telegraph Tariff Guides
can be kept in the mailing department for reference. Franking machines are also used now-a-
days.

 7. Posting or Delivering the Mail: Posting the mail is the last step in the process of handling
the outgoing mails. Office messengers can send letters to local addresses. Registered letters,
V.P.P. should be sent to the post office. In cases where “Certificate of Posting” is required, they
should be sent to the post office along with the list of letters with the required stamp affixed on
the list. This list may be pasted in the outgoing mail registers. Likewise, acknowledgements or
receipts issued by the Post Office should also be pasted in the register.

Handling of incoming mail involves the following steps:

Efficient handling of mail requires establishment of a definite procedure which are termed as
steps of handling of mail. These steps are :

1. Receiving the mail.

2. Sorting the mail.
3. Opening the mail.
4. Scrutiny of the contents.
5. Date stamping.
6. Recording the mail.
7. Distribution of mail.
8. Follow up action.
Receiving the Mail
Generally mails are received once or twice a day delivered by the postman. When the volume of
correspondence is large, a post box or post bag is hired in the post office and an office peon is
required to collect the mail form the post office. Sometimes letters are received through the
messengers of other offices.

Sorting the Mail

Sorting of letters means grouping of letters on definite order. The letters are grouped either on
the basis of their nature or destination or contents. Sorting of letters may be done before opening
of letters or after opening of letters. When it is undertaken before opening, private and
confidential letters are separated from the ordinary letters.

Opening the Mail

In small organization letters are opened by the officer or head clerk. When the volume of letters
are large, these are opened by mail-opener. In a large organization mails are handled by a
mailing department and a clerk is engaged in opening of letters. Till the date of receipt of letter is
recorded, the envelopes detached from the letters should be kept. When the letters are marked
private, these are opened by the concerned person.

Scrutiny of Contents
After the letters are opened, the contents are removed from the envelopes and are scrutinised.
The purpose of scrutiny is to ascertain the department to which the letter relate. Any enclosures
of the contents should be properly verified and noted.

Stamping the Mail

After proper scrutiny, the date stamping of letter is done. Sometimes the date and time of receipt
is stamped on the letter. For stamping of letters, a stamp is prepared which contains the serial
number, the date of receipt and time of receipt if necessary. A reference stamp is attached if the
letters relate to number of departments.

Recording the Mall

After the stamping work, letters received are recorded in inward mail register or letters received
book. Before recording of letters in the register, the contents are scrutinized properly so as to
ensure the department to which it belongs. The inward mail register contains serial number, date
of receipt, senders name and address, nature of contents, subject of the letter in brief, remarks
and initials of the officer with date.

Distribution of the Mail

This is the last step in the inward mailing routine. In this stage letters are handed over to the
concerned department. The letters are distributed through messengers or sometimes with the help
of mechanical devices like conveyor-belt or pneumatic tube.

Follow up Action
Follow up action is very important because it is concerned with keeping track of mail. This stage
makes on enquiry whether the letter is replied or not.

Mailing Lists
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Postage Book
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AUTOMATION OF MAILING ACTIVITIES

1. MAIL MERGE
Mail Merge Step by Step Mail Merge is a handy feature that incorporates data from both
Microsoft Word and Microsoft Excel and allows you to create multiple documents at once, such
as letters, saving you the time and effort of retyping the same letter over and over. Mail merging
means to plug data from an address table into form letters, e-mailmessages, envelopes, address
labels, or a directory (a list or catalog, for example). To start a mail merge, choose Tools | Letters
and Mailings | Mail Merge Wizard to open the Mail Merge task pane.

Step 1: Select a Document Type

The first step is to select what Word calls a “document type” in the Mail Merge task pane, what
kind of mail-merge you want to undertake: form letters, e-mail messages, envelopes for mass-
mailings, labels for mass-mailings, or a directory (a list or catalog). Choose an option button and
click.

Step 2: Select a Starting Document

What Word calls the “starting document” is the document in which the merging takes place. In
other words, the address or other data you retrieve will land in the document you choose or
create now. You can create a new start document or use an existing one. In the case of labels and
envelopes, you tell Word what size labels or envelopes you intend to print on. In the case of form
letters, e-mail messages, and directories, you supply the text either by making use of a document
you’ve written already or writing a new document.

Step 3: Select Recipients

In step 3, you tell Word where to get the data that you will merge into the starting document you
created or supplied in step 2. You can retrieve the data from a table in a Word document, an
Access database table or query, or the address book or contact list where you store your
addresses. You can also create a new list for the data if you haven’t entered the data in a file yet.

Step 4: Write/Arrange Your Document

In step 4, you insert the merge fields, the parts of the starting document that differ from recipient
to recipient. By inserting merge fields, you tell Word where to plug information from the data
source into the starting document. You also tell Word which data to take from the data source.
Word offers special tools for entering an address block – the recipient’s address, including his or
her name, company, title, street address, city, and zip code.

Step 5: Preview Your Document

In step 5, you get a chance to see what your form letters, e-mail messages, envelopes, labels, or
directory will look like after they are printed or sent. In this step, you find out what the document
will look like when real data is plugged into it. If something is amiss in the document, you can
click the Previous link to return to step 4, the Write/Arrange your document task pane, and make
changes there.

Step 6: Complete the Merge

Step 6 is where you complete the merge by either printing a new document or saving the new file
and printing it later. By saving the merged data in a new file, you can edit the file before printing
it. In the case of e-mail messages, you click the Electronic Mail link to tell Word to send the e-
mail messages..

2. FRANKING MACHINE

A franking Machine also commonly known as a 'Postage Meter' is used to print a barcode on to a

letter or parcel in place of a traditional stamp. A franking machine can download and securely
store postage funds and is used to guide the user when choosing mail classes and special
services. Franking Machines can weigh and measure letters and parcels and print the correct
postage amount based on Royal Mail prices. Franked postage prices are cheaper than stamps, no
matter what class is sent. 

WHAT IS FRANKING MACHINE USED FOR?

The franking machine will print the postage on to envelopes, postcards or adhesive labels. This
process is known as 'franking' hence the name 'franking machine'. All franking machines comes
with a Mail licence and when you want to pay for postage on your outgoing mail, you can add a
company logo & message onto your letter, packet or parcel instead of using stamps.

WHAT ARE THE ADVANTAGES OF USING A FRANKING MACHINE?

There are a number of advantages to using a franking machine; the most popular of these are;

● Always the cheapest postage prices with Mailmark tariff

● Brand your post with your company logo & details, turning the franking machine in to a
Marketing tool

● Save inefficient trips to the post office

● Cost accounting via usage reports

● Faster delivery with franked mail expedited as high-priority business post

3. LETTER OPENERS

Letter openers can process thousands of envelopes per hour, automatically opening a stack of
envelopes piled in the feeder tray. They use innovative cutter technology that prevents mail
contents from being damaged, with the blades fully enclosed to protect operators’ fingers. These
openers can also process mixed mail of different sizes and thickness without pre-sorting, creating
a smooth, feather-edged envelope opening that gives easy access.

4. FOLDING MACHINE

A folding machine is a device used to fold paper, usually for mailings. By taking much of the
manual labor out of the process, a folding machine can turn out material for a mass mailing in
minutes rather than hours -- and prevent painful paper cuts, too.

5. COLLATING MACHINES

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6. SEALING MACHINE

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