THEUNITEDREPUBLICOFTANZANIA

PRESIDENT’SOFFICE
PUBLICSERVICEMANAGEMENT

TANZANIAPUBLICSERVICECOLLEGE

COURSE: BTCSS

MODULE: OFFICEPRACTICES

CODE: SST 04101

FALITATORNAME: SAUDA KINGAZI

POSITION: ASSISTANTTUTOR

0694895298 CR BTCHRM 2

0717166 310

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 LECTUREONE

TERMSRELATEDTOOFFICEPRACTICE

AnOffice
Isaplacewhereclericalandadministrativedutiesarecarriedout.Thepurposeofanofficeisto
provideserviceofcommunicationandkeepingrecordforexamplereports,letters,telephon
emessagesetc.

Procedures
Thesearestep-by-stepactivities,whichmustbefollowedinordertoachieveasetgoal/
objective.

Practices
Theseareactualwaysofdoing/conductingthings.

OfficePractice
Isasubjectwhichdealswiththevariousproceduresofdoingclericaldutiesintheoffice.Suchd
utiesincludereceivingincomingmails,filing,dispatching,typinglettersetc.

Officecommunication
Isthesystematicandcontinuoustelling,listeningandunderstandingthemeaningofthemess
agehastobeunderstoodbetweenthesenderandthereceiver.

Customer
Isapersonwhobuysgoodsandservicesfromashoporbusiness

Office Manager
Arepeoplewhoareresponsiblefortheefficientfunctioningofanofficethrough arrange
ofadministrative,financialandmanagerialtasksOR
Theyarepeoplewhoensurethesmoothrunningofofficedaytodaythatisplanningorganizing,
controllingandimplementingprocedures.

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Actionofficer
Anofficialengagedintheadministrationofanagencyorintheimplementationofitsfunctions
andactivities

Conceptofanoffice

Anoffice:

Isaplacewhereclericalandadministrativedutiesarecarriedout.Thepurposeofanoffic
eistoprovideserviceofcommunicationandkeepingrecordforexamplereports,letters
,telephonemessagesetc.

OFFICESETUP
Whenanorganizationdecidesto
establishanoffice,itshouldbeverycarefullytodefineitsplanorstrategiesfordepartmentsa
ndequipmentsthatwillbeused.Thereasonisthat,thesystematicarrangementofofficeequi
pmentleadstoavailabilityofmaximumbenefitfromthespaceavailable.

Thereforeofficesetupinvolvesthesystematicarrangementofworkingmachines;equipme
ntsandfurnituretoprovideadequatespaceforpersonneltomaximizeprofitorperformance.

MAINDUTIESOFANOFFICE
i. Toissueinstructionstodepartmentstoproceedwithnewprojects
ii. Topreparereportsandfeedbacktosystemsfortheimprovementofcoreactivitiesofth
ecompany
iii. Toensurethatalltherequirementsofbothlawsandbylawsarefollowed
iv. To
supervisemoneyflowstoensurethatfundsareavailabletomeetexpendituretoallbas
icneeds.

PURPOSEORAIMOFLEARNINGOFFICEPRACTICE
i. Togetknowledgeandskillforefficientperformance
ii. Toprepareforinternalandexternalexams
iii. Toadvance yourself finthefieldofmanagementandadministration

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BENEFITSOFOFFICEPROCEDURES
1. Bettercontroloverworkisfacilitated
2. Helptofixresponsibilitytoeachemployee
3. Errorsinworkperformancecanbeeasilyeliminated
4. Bettercontroloverworkisfacilitated
5. FacilitateStafftoperformtheirworkindependently
6. Facilitatesystematicflowofwork
7. Helpanofficetoachieveitsgoals
8. Officeefficiencyissteppedup
9. Betterco-ordinationispossible

CHARACTERISTICSORQUALITIESOFAGOODOFFICE
a) GoodLocation:
Theofficemustbenearthepublicitserves

b) Enoughspace
Inordertoaccommodatestaffandequipment.

c) Colouration
Thecolourofofficewallsmustbeattractive.
d) Ventilation
Anofficemusthavebigwindowstoletinfreshair.

e) Competentworkers
Welltrainedstafftoperformofficeworkproperly.

f) SuitableEquipment
Officemachines,furnitureetcmustbeenoughandserviceable.

g) Cleanness
Theofficemustalwaysbeclean

Importanceofanoffice
1. Informationcentre
2. Channelofcommunication
3. Coordinatingcentre
4. Controlcentre
5. Servicecentre
6. Moneycentre
7. Helpsemployees
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 Challengesofanoffice
1. Interpersonalconflict
2. Lowmotivationandjobsatisfaction
3. Gossip
4. Bullying
5. Discrimination
6. Harassment
7. Performanceissues

QUALITIESOFANOFFICEWORKER
Inordertoabletoworkwellinanyoffice,youasanofficeworkermusthave certain
importantqualities.Thefollowingaresomeoftheimportantones:

 Punctuality–Comingearlyintheofficetokeepappointmentsandfinishpendingworks
 Initiative–Beingabletothinkandecideatyourown,donotwaittobetoldeverything
 Neatness–Beingneatindress,bodyandwork
 Thoroughness–
Beingcorrectandaccurateinyourwork.i.etodoyourworkwithoutmistake
 Reliability–Tobeabletodoyourdaily routine dutieswithoutsupervision
 Orderliness–Arrangingyourworkandofficenicely/tidy
 Loyalty–Respectingyour seniors,co-workersandbeinghonestandfaithful
 Tact–Tobeabletodealwithawkwardsituationandhandledifficultpeople.
 SecurityMindedness–
beawareofthesecretmattersandneverdiscusssuchmatterswithanybody.
 Diplomacy– treatpeoplefairly

FUNCTIONS/SERVICESOFTHEOFFICE
ThechieffunctionoftheofficeistoprovideFactsandFigurestotheOrganization.
Themainfunctions:

FUNCTIONS/SERVICESOFTHEOFFICE
I. Receivinginformationintheformofletters,telephonecallsandreports.

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 II. RecordingInformationinrelevantbooksegpersonalrecords,stockprices,Accountsetc.
III. ArrangingInformationinrelevantfilesegCosting,filing,Accountsetc
IV. SupplyingInformation–fileswithletterstobesenttoactionofficersfornecessaryaction.
V. Issuingcommunication–
actionofficersreplyingletterstootherofficersormembersofthepublic
VI. KeepingofAccountstoknowprofitgainedorlosssufferedattheendofacertainperiod,
VII. Safeguardingassets–
moneyfortheorganization,financialdocuments,buildingpremises,officemachinesmu
stbewellprotected.

LECTURETWO

TYPESTHEOFFICE

1.0: Theoffice:
Itisaplaceoraroomwhereclericaland administrative dutiesareperformed/done.

1.1: Purposeoftheoffice:
Thepurposeoftheofficeistoprovideaserviceofcommunicationandrecords.

2.2: CATEGORIES/TYPESOFOFFICES:
Therearetwocategoriesofoffices:
i. Cell(Traditional)Office
ii. Open(Landscape)Office

2.2.1 Celloffice:
Itisalargebuildingdividedintosmallroomswhereonepersonworksalone.Or,isaroom,which
isoccupiedbyoneofficee.g.Manager,Directorsetc.

Advantages/Meritsofcelloffices:
i. There isprivacy/secrecy–forhandlingsecretmatters
ii. Thereisidentity/businesssincetheofficerisalonehe/sheiseasilyidentified.
iii. Thereisnonoisehencethereisconcentrationontheworktobedone.
iv. Thereisnogossiping–henceefficiencyandharmony.
v. Itisnoteasytospreadbadcomplaintsordiseases.
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Disadvantages/Demerits

i. Itisdifficulttosupervisebecauseworkersareinseparateroom.
ii. Thereislonganddelayedworkflow.
iii. Theindividualisisolated–i.eloneliness.
iv. Thereisdifficultcommunicationbetweenunits/section
v. Thereisdifficultinco–operationbetweenunits.
vi. Thereisnocompetitionbetweenunits/section
vii. Thereiswastageoffloorspacecorridors,wallsetci.e.uneconomicuseoffloorspace.
viii. Itisexpensivetobuild/install–partitions
ix. Thereisuneconomicaluseofequipmentsduetoduplicationofresource.

Specimenofacelloffice

2.2.2: OPENOFFICES:

Advantages/Merits
i. Itiseasytosupervise.
ii. Thereisshorterandrapidflowofwork.
iii. Itisairyandthereispleasantsurroundings.
iv. Communicationiseasierandquickerbetweensections.

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 v. Thereisco–operationbetweensections.
vi. Thereis competition betweensections.
vii. Thereismoreeconomicaluseoffloorspace.
viii. Itischeaptobuild/installbecausethereisnopartitions.
ix. Thereismoreeconomicaluseofequipmentbecausethereissharing.

Disadvantages/Demerits
i. Thereisnoprivacy/secrecybecauseyoucannotdealwithsecretmatters.
ii. Thereisnoidentity.
iii. Thereisnoisemadebytelephonecalls,machine,chattingetchencenoconcentratio
nonwork.
iv. Thereisgossipinghencenoharmonyandinefficiencyinwork.
v. Itiseasiertospreadbadcomplaintsanddiseases.
vi. Thereisdistractioncausedbyvisitors.

SpecimenofanOpenOffice

Office Management
• Isaprofessioninvolvingthedesign,implementation,evaluationandmaintenanceoft
heprocessofworkwithinanofficeorotherorganizationinorderto
stainandimproveefficiencyandproductivity.

ImportanceofOM
1. Importanceofofficemanagement
• Smoothflowofwork
• Optimumuseofresources
• Maintaincoordination
• Maintainofficeefficiency
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 • Dynamicapproach
• Provideinnovation
• Promoteleadership

ChallengesofOM
• Effectivecommunication
• Maintainregularitiesanddiscipline
• Maintaingoodatmospherewiththeoffice
• Fixuptheworktargetsforeverydesk
• Ensuringwork progress targeted
• Liaisonwithoutherrelatedofficesforsharingandcooperations
• Shiftingfromco-workertoBoss

CORRESPONDENCEMANAGEMENT

Correspondencemeanstocommunicatethroughletter
OR
Isthewrittenordigitalcommunicationexchangedbytwoormorepartiesi.e.lettersemails,v
oicemails,notesorpostcard.

TYPESOFCORRESPONDENCE
i. IncomingCorrespondence/mails
ii. OutgoingCorrespondence

INCOMINGMAILS:Aremailsreceivedinanofficefromotherorganizationorpublice.g.letters
,parcels,newspaper,magazine.
Whenthemailsreceivedintheregistry,themailclerkwilltakethefollowingactions.

Initialsorting:
Meansthefirstsortingoftheincomingmailbeforeitisopened.Normallyitissortedintothreeg
roupsnamely:

 Personalmail
 Officialmail
 Registeredslips

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Personalmail:Thesearelettersaddressedtoindividualbyname.
eg. PaulMwagama,
P.O.Box1051,
MTWARA.

Soonaftersortingthepersonalmailshouldbedistributedasfollows:
1. GivingsuchletterstoofficeassistantstodistributetoindividualofficersORby
2. PuttingtheminPigeonholes
3. Bydirectingalettertotheperson’scorrectaddresseg.Whenhe/sheisonleaveortransfer.

Officialmail:Thesearelettersaddressedbytherankoftheheadoftheoffice
e.g. TheChiefExecutive
TanzaniaPublicServiceCollege
P.O.Box2111
DARESSALAAM.
Officialmailcanbegroupedinto:
 Ordinaryofficialmail
 Valuableofficialmail

Ordinaryofficialletters-
Theseareletterreceivedwithoutmonetaryitemsorareroutineletters/
mailwithoutvaluableitems.

Registeredpacketslips:ThesearecardsfromthePostoffice,informingtheaddresseethatar
egisterarticleiswaitingforhis/hercollection.

Procedures
 SignanddatethecardbeforebeingreturnedtothePostoffice
 Recordthedetailsofthecardintheregisterbookcolumn1and2.
 AftercollectingthearticlefromthePostoffice,completecolumn3and4.

Incomingmails/
correspondencemayreachtotheregistryinmanyways.Somebyhandandsomecomethrough
thepostofficeorfax.Eitherbynameorbytitleoftheoffice.Itcaneitherbeconfidentialorpers
onalorvaluableitems(cheque,certificate)

PROCEDURESFORHANDLINGINCOMINGMAILS/CORRESPONDENCE
i. Sortthemailintothreegroups
 Personalmail
 Officialmail
 Registeredpacketslips
ii. Distributethepersonalmailtoindividualsaccordingtothelaiddownpractice
 Puttheminpigeonhole
 Distributebyhand
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  Ifaddressesinonleave,trainingortransferred-sendthelettertowherehe/sheis.
iii. Opentheofficialmailsinthepresenceofanotherofficer
iv. Readtheofficialmailandcheckforenclosure
v. Datestampsall
officialmailsexceptthefollowing:photocopy,originalcertificate,licences,insuran
ce,policies,documents,cheques,legaldocument.

vi. Recordallincomingmails/lettersintheincomingcorrespondenceregister
vii. Recordallregisterpacketslipsintheregisteredmailbook
viii. Recordallvaluableitemssuchascheques,cash,originalcertificateinthevaluablereg
ister
ix. Putallofficialmailinapreviewmailboxforpreview.Thenumberofmailssentforprevi
ewshouldbemarkedonthecoverofthepreviewmailbox.
x. Whenthepreviewmailboxisreturnedtotheregistryplaceeachletterintotheappropr
iatefileandfillthelastfourcolumnsinthetransitladder.

OutgoingMails:Thesearemails/
correspondencewhicharegoingoutsidetheorganization.Inregistrywithregardtooutgoing
mailistodispatchallthemailonthesamedayitissigned.

SourceofOutgoingMails
 Replyofincomingmail
 Requestofinformationtooutsideoffice

PROCEDURESOFHANDLINGOUTGOINGMAILS
i. Ensurethataletterhasbeensignedbyanactionofficerandquoteareferencenumber
ii. Produce/maketwoextracopiesforeachletter
iii. Recordalloutgoingmailsintheoutgoingcorrespondenceregister
iv. Prepareandputtheoriginalletterinthepreparedenvelope
v. Fileonecopyintherespectivefileandanotherintheflimsyfile.
vi. Weighttheenvelopeandputthereasonablepostagestamp
vii. Distributethemail/letterthoughpostoffice(usingmessenger)

Groupwork:
Outlinedutiesperformedbypeopleconcernedwithoutgoingmails(secretary,signingoffice
r,recordsmanagementassistant,dispatchclerk,officeassistant,)

Keyactors/Officersconcernedwithoutgoingmail
i Thetypist–whotypestheletter.
ii Thesigningofficer–whosignstheletter.
iii Thedispatchclerk–whodispatchestheletter.
iv Themessenger–whosendsthelettertothepostofficeandotherplaces.
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Duties
(a) TheTypist:
i Toreadthroughthedraftinorderto:-
-Understandinstructionsgiven.
-Makecorrection(ifnecessary).
-Determinethesizeofpapertobeused.
-Knowthenumberofcopiesrequired.

ii Totypetheletterneatlyandaccurately.
iii Toproofreadtheletter.
iv Tofileafilecopyandcross-reference.
v Totypeenvelopesfortheaddressees.
vi Tosenditforsignature.

(b)SigningOfficer:
i Toreadthroughtheletter.
ii Tosignanddatetheoriginal.
iii Tosignanddatethecopiesfordispatch.
iv Tosign/initialthefilecopyandflimsycopy.
v Toinitialthelastcolumnofthetransitladder.
vi Tosendthefileandtheletterstotheregistry.

(c) DispatchClerk:
i Tocheckandensurethattheoriginaldocumentandallcopieshavebeensign
edanddated.
ii Tocheckthatanyalterationsmadeontheoriginalhavebeenmadeontheco
pies.
iii Tocheckthatanyenclosuresmentionedareattached.
iv Tofileafilecopy(ifnotdonebythetypist).
v Toprepareenvelopsforalladdressees(ifnotdonebythetypist).
vi Placeflimsycopyinafolderforcirculationtoofficers.
vii Torecordthelettersintherelevantbook–seeappendix‘L’and‘M’
viii Togivethemtothemessengerfortransmissiontovariousplaces.

(d) Messenger:
i Toputtheletterintotheenvelopes.
ii Tosealtheenvelopes.
iii Toweighandputstampsontheenvelopes.
iv Tosendthemtovariousplaces.

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Dispatcharrangements:
A: Dispatchofordinaryletters.
i. Prepareenvelopesforalladdressees.
ii. Putthelettersintotheenvelope.
iii. Weighthelettersandputstampsonthem.
iv. Putthelettersintothemailbag.
v. Givethemtothemessengertosendthemtothepostoffice.

Registeredmailthroughthepostoffice
i. Prepareenvelopesforalladdressees–usenewenvelopesonly.
ii. Blue–crosstheenvelopes.
iii. Sealallflapswithsealingwax.

iv. Enterthelettersintheoutwardregisteredmailbook.
v. Takeletterstothepostofficeandobtainareceipt.

ProceduresfordispatchingRegisteredlettersthroughthePostOffice:-
i. Preparenewenvelopesforalladdressees.
ii. Bluecrosstheenvelopes.
iii. Addresstheenvelopes
iv. Inserttheletter
v. Gumtheflaps
vi. Datestampthegummedside.
vii. Putthepostagestamps.
Usesofdispatchbook:
• Usedforsendinglettersforlocaldelivery
• Bestusedforsendingclassifiedletterswithinthesameoffice.

SPECIMENOFOUTGOINGCORRESPONDENCEREGISTER

DateReceivedfor DateofDis Towhom LetterRefe Subj ForPostOffice/

Dispatch patch sent rence ect DispatchReg.No.

INCOMINGCORRESPONDENCEREGISTER
(1) (2) (3) (4) (5) (6) (7)
Date Dateon Referen From Subjec File Datefiled
received letter ce Whom t Number Andpassedto
Onlette Action
r officer
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REGISTEREDMAILBOOK

DATE P.O.BOXANDREGISTERNUMBER CONTENTS/ DISPOSALORNAME

RECEIVE SIGNATURE

ACTIONTOBETAKENWHENRECEIPTOFTHEFOLLOWINGTYPESOFINCOMINGLETTERS/
MAILS

1.Lettersopenedbymistake
Procedures
• Mark“OPENEDBYMISTAKE”onthefrontoftheenvelope
• Putinanewenvelopewithcorrectaddress
• Sendtothepostoffice

2.Semi-officialmail
Thesearelettersaddressedtoofficerbynamebutthecontentsarepureofficial/letter
addressed toindividualbutthecontentsareofficial.

Procedures
 Wheninreceiptsuchletter,treatthemjustaspersonalmail
 Butwhenbroughttoregistry,treatthemlikeanyotherofficial

3.Classifiedletters
Theseareletterrestrictedforaccesstoauthorizedonlyexampletopsecret,secretandconfi
dential

Procedures
 InMinistry/regionalheadquartertheyshouldbesenttotheconfidentialregistry
 IntheDepartmenttheyshouldbesenttothepersonalsecretary
 Insmallofficewithoutapersonalsecretary,theyshouldbesenttotheofficer-in-
charge

4.Urgentmail:
Theseareletterswhichneedquickactionswhenreceivedintheoffice

Handlingurgentmail:
◦ Pickthe amountandattachanurgenttagifnotattached
◦ Fileinappropriatefile
◦ Sendthemtotheactionofficerimmediately
5.Omnibusletters:

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Arelettersdealingwithmorethanonesubject

Handlingomnibusletters:
◦ Produceenoughcopiesbyphotocopying
◦ Fileeachcopyinitsappropriatefile
◦ Cross-referencethecopiesinallfiles,forexample:
Ontheoriginalshow:-“Copyinfileno.BM/10/2/Folio10”
Onthecopyshow:-“OriginalinfileNo.MNF/20/4/Folio4“

N.BOmnibusletter:Aletterthatdealswithmorethanonesubject.Whensuchlettersarere
ceivedyoushouldproduceenoughcopiesaspersubjectsbyphotocopyingtheoriginal,filee
achcopyinitsappropriatefileandCross-referencethecopiesinallfiles.

Letterswithenclosure
Enclosureisanydocumentwhichaccompanytheletter

Action
• Attachtheenclosurewiththeletter
• Ifmissingmarkontheletter“ENCLOSUREMISSING”
• Informthesenderthatenclosureismissing

OFFICEMACHINEANDEQUIPMENT
OfficeMachine:isthedevicethatmaybeusedtosimplifyvarioustasksperformedintheoffice
e.g.photocopier,paperpunch,shreddingmachineetc.

Factorstoconsiderwhenchoosingorbuyinganofficemachineorequipment:
a. Sufficientfundstomeetthecostofbuyingthatmachine,maintenanceandmaterialsit
willuse.
b. Durabilityofthemachine,howlongcanthemachinestay?
c. Availabilityofsparepartsnearbythemarket
d. Thevolumeofworkintheoffice,doesitwarrantthepurchaseofsuchmachineornot?
e. Trainedstaff(s)foroperatingmachineortrainingwillbenecessaryafterbuyingthatm
achine
f. Outputimprovementintermofqualityandquantity
g. Theavailabilityofspaceforkeepingit

Advantagesofofficemachine:
a. Itsaveslabour,thismeansactualsavingonthepayrollforexampleATMmachineisused
tosimplifycalculationorworkhandledbytheexistingstaffs.
b. Itpromotesaccuracyandimprovesqualityofworke.g.Accountingmachineenablesth
emanagementtobesureofobtainingaccuratefiguresforexamplefrombooksofaccou
nt.
c. Itsavestime,machinereducetimespentinaccomplishingtaskthanifitweretobedone
manually.
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 d. Machinerelievesmonotony,machineoperationcanbemonotonousbutmanymachin
eapplicationsactuallyrelievemanualboringworks.
e. Itprovidesquickinformationtothemanagement.
f. Amachineenhancescooperationbetweenpeopleintheorganization.

Disadvantagesofofficemachines
a. Somemachinequicklybecomesoutof
date(obsolete).Itmaynotbepossibleformachinespurchasedforspecializedjobstob
eadaptedwhenitisnecessarytointroducenewsystems.
b. Somemachinecausenoiseintheofficee.g.Typewriter.
c. Difficultyofobtainingtrainedandexperiencedpersonnel,theabsenceofanoperator
cancauseanaccumulationofworkssofaroperatorsmayhavetobeemployed.
d. Capitaloutlayandmaintenancemaybehigh
e. Ifthegreatcareisnottaken,themachinewillbecomemoreimportantthantheworkitp
roduces.
f. Machinescauseunemployment.
g. Machinesaremechanicalthereforecannotworkforitselfbuttheyrequiringthegreati
ntelligence
h. Machinemaybreak-downofficialparticulars/
documentsespeciallywhenthereiselectricitycutoffandthiscancauseaccumulation
ofworkintheorganization.

Careandmaintenanceofofficemachine:
a. Coverthemachineafteruse
b. Cleanthemachineregularly
c. Servicethemachineregularly
d. Quicklyrepairthemachinewhenitgetsfaulty
e. Oilthemachine
f. Inexperiencedoperatorsshouldnotoperatecomplexmachines

Typesofcommonofficemachineandequipment
1. Typewriter:
Itisusedtoprintlettersandfiguresonthekeyboard
2. Photocopyingmachine(photocopier):
Itisusedtoproducemanycopiesfromtheoriginaldocument
3. Staplingmachine:
Itisusedtocutahipofpapersortor makeanevenlyedgesofpapers
4. Guillotine/trimmer:
Itisusedtocutahipofpapersortomakeevenlyedgesofpapers
5. Staplerextractor:
Thisisthemachineforremovingstaples(pins)frompapers
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 6. Punchingmachine:
Itisanofficedeviceusedformakingaholeonthepaperforfilingpurposes
7. Shreddingmachine:
Thisismachineusedfordestroyingpapersintheoffice.
8. Sealingwax:
Itisusedforsealingflapsofenvelopescontainingclassifiedinformation.
9. Rubberstamps:
Thisismachineusedforstampingvariousofficialdocuments
10.Thumbtagordrawingpins:
Thisisthemachineusedforholdingpapersinpositiononthenoticeboard.
11.Filingtag(greentag):
Itisusedforsecuringpapersinafile.

12.Stamppad:
Isthecontainerusedforsupplyinginktorubberstamps.
13.Letterbalancescale:
Itisthemachineusedforweighinglettersfordispatchthroughpostofficetodeterminetheval
ueofstamptobeused
14.Computer,
Itisthedeviceusedforprintingletters,figuresandstoringinformation.

FILING

Definition:Filingisthe process
ofarranging,keepingandindexingrecordssothattheycanbelocatedeasilywhenneeded.

ORFilingistheprocessofclassifyingtheplacementofrecordsinafolder/
coverforthepurposeofpreservationandeasyreference.

Objectiveoffiling
a) Preservation:safekeepingofdocumentsorlettersetc.againstlosses,destructions,
bydustorhumidity.

b) Reference:toenableaneasyfindingortracingorrecordslikeletters,reports,docum
entse.t.c.whenrequiredforreferencepurpose.

Reasonsforfiling:
i. Tokeeprecordstidyandclean
ii. Topreservethemforfuturereference
iii. Tomakethemeasilyavailablewhenrequired/needed.
iv. Keepingtogetherrelatedpapersinonefile

Importance
i. Itprovidesarecordofthebusiness
ii. Recordscanbepreservedneatly

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iii. Recordscaneasilybefoundforreference

Factorstobeborninmindbeforeestablishingfilingsystem
a) Typeofmaterialtobefiled
b) Qualityofmaterialstobefiled
c) Reasonforfiling
d) Quantityofmaterialstobefiled
e) Staff(filingstaff)theiravailabilityandexpertise
f) Equipment–
costofwhichisbasedonthevalueofmaterialsanditshighestperiodforpreservation
g) Space–wherethefilingwillbedone
h) Duration–willbepart-timeorfull-timework?

Importanceofgoodfilingsystem
a) Simple:Particularlytheclassificationmustbequicktounderstandandsimpletoopera
te

b) Economical:Cheaptoinstallandrun.Thefilingarrangement(system)mustbecheapi
nmoneycost,labourandincludingtime.

c) Compact:-(squeezingtogether).
Toservespace.Itshouldnottakeuptoomuchspace,particularlyfloorspace.

d) Flexible:Flexibletomeetfutureneeds.Thesystemshouldbeabletoexpandwhenreq
uired.

Filecoverincommonuse
a) Flatfiles
b) Springfiles
c) Boxfiles

Typesoffiles
a) Personalfile–isafileopenedforeachindividualemployee
b) Subjectfile–isafileopenedforaspecialsubjecteg.Account.
c) Casefile–isafileopenedforadefinitepurposeegsickperson

Filecolours
a) Bluecolour=Confidential
b) Greencolour(withareddiagonalacross)=Secret
c) Redcolour=TopSecret

Proceduresforfiling
i. Sortthemailintotwogroups:mailsquotingtheofficereferencenumbertosimplifyret
rievaloffileandmailswhichdonotquoteofficereferencenumber
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 ii. Placeeveryletterintoitsappropriatefile

iii. Punchaholeontheletteratthetoplefthandcorner

iv. Secure/puttheletterintothefilewithatag

v. Writethenextfolionumberatthetoprighthandcornerandencircleit

vi. Cross-referencetheletter(ifnecessary)

vii. Ensuretheminutesheetisfullyrecorded

viii. Fillthetransitladderfirstfourcolumns

ix. Fillthefiletransitsheet

x. SendthefiletotheActionOfficer

ARCHIEVESECTION:isaplaceorroomwherebyclosedfilesarekeptintheorganizationforfut
urenecessaryaction.

PREVIEWINGOFMAIL–
Isadvancereadingofopenedincomingletterbyscheduledofficerbeforesuchletterarefiled.
OR

PreviewofmailistheadvancereadingofmailsbySeniorofficerinanorganizationanditishel
pfulindelegationofpower.

AdvantagesofpreviewingtheLetters
1. Itenablesthescheduleofficertokeepintouchwiththebusinessoftheofficedaily(forg
eneralenlightenment).

2. Itenablesthepreviewingofficertodelegateworkandeventuallyfollow-
upassignmentstootherjuniorstaff.

3. Itenablesthepreviewingofficertorecognizeanyletterneedingurgentaction.

Disadvantagesofpreviewingmail:
i. Itcausesadelayinfilingopenedlettersifthepreviewingofficerisaway.
ii. Lettersmaygetlostormisplacedduringthepreviewingprocess

N.B

(a)Enclosuresaretobereturnedorforwardedelsewhereshouldnotbefiled.
Theyshouldbeattachedwithaclip.
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(b)Crossreferencing
i. Ifaletterreferstoaletterinanotherfile,thatotherfileshouldbeattachedandcross-
referencethelettersaccordingly,or
ii. Ifaletterreferstoaconfidentialfile(classifiedfile)theopenfileshouldbesenttothec
onfidentialregistry,or
iii. Ifaletterreferstoaletterinaclosedfiletheclosedfileshouldbeattachedandthelette
rscross-referencedaccordingly.

Cross - referencing:
Istheprocessofwritingthefolionumberofthepreviousletterontheleftmarginofthecurrentl
etterandwritingthefolionumberofthecurrentletterontherightsideoftheaddressofthepre
viousletter.

Toolsforcontrollingincomingcorrespondences
•Incomingcorrespondenceregister
•Filemovementslip
•Filetransitsheet
•Filetransitladder
•Bringupdiary
•Filetransitslip
•Filecensusform

Toolsforhandlingoutgoingcorrespondences/mails
 Outgoingcorrespondenceregister

Despatchbook

 Incomingcorrespondenceregister–
Aregisterusedtorecordinformationaboutallincomingmailspecificallyordinaryofficia
lmail.

 Filemovementslip-
AtoolorinformationnotedorfilledoutbyActionofficerandsenttotheregistrywhenthey
transferafileorfilesintheir custodytoanother.

 Filetransitsheet–Asheetwhichisusedtorecordallthemovementofaspecificfile

 Filetransitladder-
Afivecolumnsheetsofpaperputonafiletoshowwherethefileisgoing.

Oraspecialformwithsetoffivecolumnsaffixedonthetopofthefiletoshowtheofficer/
sectiondealingwiththefiledletter,folionumberorminutes,initialsofthefilingclerketc.and
thedateofsubmittingthefiletotheActionOfficertodealwith.
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 Bringupdiary–
AtoolusedtorecordthedatewhenspecificfilesneedtobegiventoanActionofficerforfur
theraction

 Filecensusform–formusedtolistallfilesheldinthevariousofficeofanorganization.

 Filediary–Acompletelistingofallfilescreatedwithinacertainregistry.

 Valuableregister-
Registerusedtorecordsallsignificanceattachmentssuchascheques,deedsorlegaldocu
ments.

 Fileindexsheet–isanindexofkeywordsshowingthefilesthatuseaparticularkeyword.

 Outgoingcorrespondenceregister–
Aregisterusedtorecordalloutgoingcorrespondence.

 Dispatchbook–
Aregisterusedtoindicatewhencorrespondencewasdispatchedorreceived.
Papertransferslip:isaformusedtoreplacealetterinafilewhichhasbeentransferredtoanot
herfile.

FileMovementCard:Athreecolumnedcardusedtocontrolthemovementofafilefromoneof
ficetoanother.

Minutesheet:isafool-
scapsizespecialform,taggedonthelefthandsideinsidethefiletoshowdirectives,opinions,o
rexplanationetcconcerningaparticularfiledletter.

Transitladder:isaspecialformwithsetoffivecolumnsaffixedonthetopofthefiletoshowthe
officer/
sectiondealingwiththefiledletter,folionumberorminutes,initialsofthefilingclerketc.and
thedateofsubmittingthefiletotheActionOfficertodealwith.

ANEWFILE
Isafileopenedinanofficewhenthereisnosuitablefileforaparticularletter.
Anewfileisthereforeopenedunderthefollowingconditions
a) Whenthereisanewsubject

b) Whentherelevantfilehasbecomethick“Bulky”.Thenewfileinthiscaseshouldbearth
esamefilenumber,theword“VolumeII”shouldbeindicatedafterthenumber.Eg.Foli
oNo.DTV/54/Vol.II.

21
 c) Whentheactualfileislost

d) WhenanewEmployeeisenrolledintoservice.i.e.APersonalofficefilemustbeopened
.

Anewopenedfileshouldbegivenatitleandafilenumberandthisinformationshouldberecord
edinthefileindexofsubjectfilesandafilemovementcardbemadeforit.

B.U.(Bringup)
FollowedbydatewhichmeanstheletterorfilemustbesenttotheActionOfficeronthedateme
ntionedafterthewordB.U.Eg.B.U.4THMarch,2021.

P.A.(Putaway)
Itmeansthatnoactionisneededontheletterandthatthefilemaybeputawayandreturnedtot
heshelf/cabinet.

T.Y.F.N.A.(Toyoufornecessaryaction)
Itiswrittenontheminutesheetbyanofficertoinformanotherofficertotakeactiononafolioin
thefile.

ASUBJECTFILE
Isafiledealingwithaparticulartopicorheading.E.g.Accounts,Purchasing,Transportetc.

METHODSOFHOUSINGFILES
Therearemanytypesoffilingequipmenttobeusedforhousingfilesintheoffice.Mostcommon
lyusedfilingequipmentmayincludethefollowing:-

a) FILINGCABINETS
Thisisametallicfilingequipmentwithfourdrawersusedforhousingfilesintheoffice.

Advantagesoffilingcabinets
i. Itgivessecuritytothefilesagainstfire,dust,rainetc.
ii. Filesarehiddeninside,theycannotbetakeneasily
iii. Filescanbelocatedeasilyduetoalphabet/numerals

Disadvantagesoffilingcabinets
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 i. Pullingoutofdrawerstogetafilewastesmuchoftheroomspace
ii. Itisexpensivetobuy
iii. Ifthekeyislost,youcannotgetthefileeasily

b) FILINGSHELVES
Thisisahorizontalmethodofhousingfiles.Shelvesaremadeofwoodorsometimesfromiron.F
ilesare stored uprightlikebooks.

Advantagesoffilingshelves
i. Itischeap
ii. Itiseasytogetafilefromtheshelves
iii. Theysavetheroomspacebecausetheyhavenodrawers
iv. Itiseasytoexpand.

Disadvantagesoffilingshelves
i. Theycaneasilybedestroyedincaseofoutbreakoffire
ii. Theun-coveredfilesonshelvesmaybespoiltbydust,rain,etc.
iii. Theuncoveredfilesonshelvesmaybestoleneasily.

c) LATERALFILING
Thisismetallicequipmentsimilartoacupboardinshape,withmanysuspendedpocketsattac
hedspecialrailingsinsideeachdrawer(normally6).Eachworkedfilecanthereforebehoused
ineachsuspendedpocket,sidebyside.

Advantagesoflateralfiling
i. Becauseitiscompact,itsavesmuchofthespaceintheregistry
ii. Becauseofitsshape,itcankeepthemanyfilesofallotherhousingmethodusedinthere
gistry
iii. Itismetallicthusfilescanbestoredquitesafely

Disadvantagesoflateralfiling
i. Filescaneasilygetdustbecausethedrawersareopen
ii. Itisexpensivetobuy

d) BYCUPBOARD
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Thisismadeofwoodwithfixeddrawersinside

Advantagesofusingacupboard
i. Itischeap
ii. Filesaresafebecausetheyareprotectedinside

Disadvantagesofusingacupboard
i. Itcaneasilybedestroyedbyfire
ii. Itisnotsuitablewheretherearemanyfilestobestoredintheregistry.

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THEREGISTRY
Aregistryisapartofanofficewhererecordsoftheorganizationarereceived/
created,keptandmaintained.

ORIsasub-
unitofanorganizationresponsibleforcreation,use,distribution,maintaining,andcontrola
ndkeepactiverecordsofthecreatingagency.

TYPESOFREGISTRIES
Therearetwotypesofregistries.

CONFIDENTIALREGISTRY-
Aplace/roomwhereclassifiedfilesandrecordsaremaintainedandkept.

OPENREGISTRY
Aroomwhereopen documents (notclassified)aremaintainedandkept.

CHARECTERISTICSOFOPENREGISTRY
I. Quietandpleasantsurroundings.
II. Thefloorspaceavailable.
III. Thevolumeofrecordsandthefrequencyoftheiractivities.
IV. Thetypeofequipmentstobeusedintheregistry
V. Firepreventionmeasures

CONFIDENTIALREGISTRY
Dealswithallclassifiedofficelettersandshouldbelocatedinamoresecureplaceinordertopr
eventunauthorizedpeoplefromseeingwhatisdonethere.

CHARACTERISTICSOFCONFIDENTIALREGISTRY
I. Noteasilyseen
II. Notlabelled
III. Employeesvetted
IV. Roof–Soundproof
V. Windowsanddoorswithgrills
VI. Cabinetsproperlybrickedinwithproperlocks.
VII. Unauthorizedpeoplearenotallowedtoenterinaconfidentialregistry.
VIII. Goodventilation
IX. Keysnotlabelled
X. Firepreventionmeasures

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 SYSTEMSOPERATINGREGISTRIES
 Centralizedregistrysystem
 Decentralizedregistrysystem

CENTRALIZEDREGISTRYSYSTEM
Thisisasystemofhavingoneregistryservingthewholeorganization.

Benefitsofcentralizedregistrysystem:
i. Proceduresoffilingmailsareuniform
ii. Allcorrespondencesofdifferentdepartmentswhichsharethesamesubjectsarefiled
together
iii. Minimizecostofemployingregistrystaff
iv. Easycontrolofrecordsandsecurity
v. Easytoshare office machineandequipment
vi. Easytotrainstaff
vii. Easytomakeinspection, coordination andprovisionofadvice

Disadvantages:
i. Filescanbetotallydestroyedincaseoffireoutbreak

ii. Lackoftheknowledgeofthedepartmentproceduresbythefilingstaff.

iii. Notsuitableifdepartmentsarescatteredaboutfromtheheadoffice

DECENTRALIZED/DEPARTMENTALREGISTRYSYSTEMS
Itisamethodwherebyeachdepartmentmaintains(keeps)itsownfiles.

Advantages:
i. Accesstofileswithinthesamedepartmentbecomeseasy.
ii. Departmentstaffgetabetterknowledgeoftheworkoftheirdepartmentthusbecomeex
pertsinfilingdepartmentalpaper
iii. Itsavestimetogetthefilesinthesameplace

Disadvantages:
i. Trainingoffilingstaffisdifficult
ii. Nocollectivesharingofofficeequipment
iii. Expensesareincreasedduetolargenumberofstaff
iv. Wastesofficespaces
v. Highcostforsalariesinrespectofseveralfilingstaff

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FUNCTIONSOFTHEREGISTRY
Thefollowingarethecommonduties/functions/servicesperformedbytheregistry.
i) Receiving,sortinganddistributingincomingmail.
ii) Filingandcross -referencingmails.
iii) Controllingmovementoffiles.
iv) Tracingandproducingpapersasrequired.
v) Custodyoffiles/paperswhennotunderaction.
vi) Arrangingforfilestobebroughtforactionatfuturedates.
vii)Reviewanddisposeofallinactivefilesorotherrecordsaccordingly
viii) Dispatchingoutwardmail.
ix) Topreparekeywordlistwithcooperationwithseniorofficers

COMMONDEFECTSINREEGISRYSERVICES

ThedefectsintheRegistryservicescanbecategorizedasfollows:
1. Delayinthedistributionofdocuments

Thismaybeduetothefollowingreasons:
 Badlyorganizedmessengerservice
 Mis-sortingandmis-directionofdocuments
 Previewingprocessonincomingmailtakingtwolong
 Inadequatefollow–uponoutstandingpapers
 Misdirectionoffiles

2. Delayinproducingfilesorcertaindocuments
Thisisdueto:-
 Lackofproperrecordsandcontroloffilemovements
 Lackofcooperationbyofficeswhenthedailylistoffilesisprepared
 Filesbeingkeptinthewrongplace(misplaced)
 Badclassificationoffiles
 Poorstandardofindexing

3. Delayindispatchingoutgoingcorrespondence
Thisisdueto:-
 Lackoffollowupondraftssenttothetypists
 Lackofpropermessengerservice(intakingsignedlettertothedispatchclerk)
 Insufficientnumberoftypists
 Incompetenceofthetypingstaff

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SUCCESSOFTHEREGISTRY
Thesuccessoftheregistrywillthereforedependonthefollowingfactors
1. Thesystemandprocedureused
2. Thequalityofstaff
3. Propersupervision
4. Cooperationbetweentheseniorandjuniorstaff
5. Atailormadecontrolofthefilesmovement

MANAGEMENTOFRECORDSOFFICE(REGISTRY)

Registrymanagementistheadministrativehandling,controllingandmaintainingabalanceo
fworkprocessesinsidetheorganizationtoachievethebestservicesprovidedtopeople.

MONITORINGRECORDSOFFICEPERFORMANCE
Inmonitoringrecordsofficeperformance,theheadoftheregistry(Registryincharge)shoulds
ubmitquarterlyreportsregardingtotheperformanceoftheregistrytotheheadofdepartmen
t(s)

Thesereportsshouldincludedetailsof:-
i. Thenumberoffilesopened
ii. Thenumberoflettersreceived
iii. Thelengthoftimetakentoclearfilesincirculation
iv. Serviceprovidedtoactionofficersintermsofthebestandtheworstinattentiontothet
imetakentoreceivefilesfromthetimetheletterwasreceived
v. Anyproblemsencounteredinrunningtheregistry.

SYMPTOMSOFPOORMANAGEMENTOFREGISTRIES
i. Filestaketoomuchtimetocirculate
ii. Toputpapersinwrongfiles
iii. Lackofconfidencetoregistrystaffs
iv. Userskeepfilesanddocumentsintheirownroomandthiscausethemissingofinformat
ion
v. Thebacklogofinactivepapersintheregistry
vi. Filesbecomes Othick totheextentofdamagingrecords/papers
vii. Thediscouragedregistrystaffhidefiles
viii. Theregistrybecomeuntidy

OVERHAULINGRECORDSOFFICE(COMPREHENSIVEREPAIR)
Thereareseveralreasonswhytheregistrymayneedoverhauling:
i. Theincreaseofactivitieswherebyexpansionisthereforerequired
ii. Newfunctionswhichhavebeenassignedtothedepartment

28
iii. Functionswhicharebeingwithdrawnfromonedepartmenttoanotherorfromonemini
strytoanother
iv. There-organizationofareaservedbytheregistry
v. Thepresenceofineffectivesystemthatleadstoofficialfaulty.
ThedifferencebetweenAnofficeandaFactory;Afactoryproducestangible(finished)
goodswhileanofficerendersservicesonly.

HOUSEKEEPINGPRACTICESINRECORDSOFFICE(SECURITYOFRECORDS)
i. Theentrancetotheregistrymustbestrictlycontrolled
ii. Cabinetscontainingconfidentialrecordsmustbelocked
iii. Theouterdoortotheregistrymustalwaysbelockedwhennomemberoftheregistrysta
ffispresent
iv. Ground-floorwindowsshouldhavesecuritygrillsorbars
v. Thereshouldbesecureplacewherekeyscanbestoredandrestrictedtoonlyfewstaffs.
vi. Registrykeysshouldnotbetakenhomeafterofficehours
vii. Measuresshouldbetakentopreventoutbreakoffire
viii. Electricalapplicationshouldbeswitchedoffattheendofworkinghours.

Appropriatestaffsrequiredintheregistry
a. Registrysupervisor
b. RecordsManagementAssistant(s)
c. Messenger/driver
d. Officeattendant

RESPONSIBILITIESOFRECORDSOFFICERS/STAFFSTOWARDSUSERS
i. Providingassistancetotheadministrationandmaintainrecords
ii. Tocompile,gatherandorganizereportsorrecords
iii. Toprocess,scanandindexingrecords
iv. Tokeeprecords Insafe andprotectedlockorkeys
v. Toensureaccesstorecordsandpermissiontoauthorizedpersonnel
vi. Tocoordinatedocumentsamongdepartments
vii. Tomaintainandup - daterecords,reportsandotherdocumentsindatabase

RESPONSIBILITIESOFRECORDSUSERS(USERSRELATIONSISCONCERN)USERS
Thetermusersinusersrelationsrepresentsthegroupofworkerswhoqualifiedtoownorheadt
heorganization,sectionordepartment.
Well-runrecordsofficedependsuponanactivepartnershipbetweenrecordsofficer/
staffanduserswherebyrecordsstaffcooperatewithactionofficersto:

29
 i. Dealwithfilespromptlyandreturnthemtotherecordsofficewhentheyarenolongerr
equired
ii. Usethebring-upsystemwhenactiononafileneedstobetemporarilysuspended
iii. Makedecisionoforganizationorindividual
iv. Dealwithplanningactivities

CLASSIFICATIONOFFILINGSYSTEM
Thisisthemethodofarrangingpapersintofilesandfilesintogroupsaccordingtothenamesofc
orrespondentsoraccordingtosubjectmatterofthecorrespondence.Thereare6methodsofc
lassifications: -

i. Alphabeticalsystem
ii. Numericalsystem
iii. Alphanumericalsystem
iv. Geographicalsystem
v. Chronologicalsystem
vi. Keywordclassificationsystem

Alphabeticalsystem
Thisisasystemwherebyfilesarearrangedinalphabeticalorder.Forexamplesubjectcorresp
ondenceshouldbearrangedfromA–Zbasedonthenameofsubjects.

Advantages
i. Easyandsimpletounderstandandoperate
ii. Noseparateindexingisneeded
iii. Provideadirectreference

Disadvantages
i. Takelongtimetofindpaperinlargesystemandthusreducesspeedofoperation.
ii. Difficulttoforecastthespacerequirementunderthedifferentlettersofthealphabet
iii. Misfilingpossibleduetomis - spellingofnames

Numericalsystem
Numericalclassificationusenumbersordatestoarrangeinformation.

Advantages

30
 i. Makeseasyinsortingpaperpriortofiling
ii. Greateraccuracyoffiling
iii. Thesystemisveryflexible
iv. Mis-filingisminimal
v. Thefilenumbercanbeusedasanreferenceinfuturecorrespondence

Disadvantages
i. Itisindirectmethodifarequestforafileisaskedforbyitsname
ii. Moretimeisrequiredtotheindexbeforeafileislocated
iii. Greatercareisrequiredtoavoiderrorsarisingfromtranspositionoffigures
iv. Thecostofindexandspacemakethissystemexpensive

Alphanumericalsystem
Isasystemwherebytherecordsarearranged
withcombinationofalphabeticalletterandnumericalnumbers.ForexampleTPSC10/01

Advantages
i. Elasticclassificationi.e.canbeexpandedtoanunlimitedextent
ii. Facilitatequickreference
iii. Avoidconfusionnamesofthesameletterofthealphabet
iv. Filesecurityisincreasedbecauseausermustknowasinpurelynumericalsystem

Disadvantages
i. Usermustfirstconsultanindexbeforeaccessingfiles
ii. Usermustbetrained
iii. Mis-filesarecommonandaredifficulttodetect

Geographicalsystem
Recordsarearrangedaccordingtoareaor location suchasregions,zonesetc.

Advantages
i. Assistinspeedylocationoffiles
ii. Directfilingpossible

31
Disadvantages
i. Ifgeographicallocationisnotknownmisfilingispossible
ii. Itcannotworkforitself,asforbetterresultitshouldbecombinedwithanyothermetho
d
iii. Separateindexhastobeprepared

Chronologicalsystem
Itisthesystemwherebyfilesarearrangedinstrictdate.i.e.2017/12/18or2013/06/23

Advantages
i. Whendateisknownitisusefulmethod
ii. Goodforoverallclassification
iii. Simpletooperate

Disadvantages
i. Usefulonlyforsmallbusiness
ii. Notusefulwhendateisnotknown

Keywordfilingsystem
Itisusedtoclassifyrecordsofanorganizationbasedonthefunctionsandactivitiesofanorgani
zation.

Advantages
i. Thesystemallowsexpansion
ii. Thesystemismorepreciselyandavoidsambiguityinfilenames
iii. Itprovidescontrolledvocabulariesthatreflectthecommonfunctionsofanorganizati
on
iv. Itiseasytoautomate
Disadvantages
i. Notsuitableforsmallorganization
ii. Recordsstaffrequirespecialtrainingstoinstallandoperatethesystem
iii. Morethanthreecontroltoolsarerequiredinmanagingrecords.

32
 INCOMINGCORRESPONDENCES/ MAIL
1.0 INTRODUCTION:
In the Government offices and other Organization offices there are many duties performed
daily. These activities are divided into different department within the Ministry or
organization. Among the duties performed in the offices including the handling of the mails.
These mails come from different area within the country and overseas.

1.1 HANDLING MAIL: Is the process of receiving, recording and dispatching the
incoming and outgoing mails/correspondences properly.

2.0 DEFINITION:
2.1 INCOMING MAIL: Is any correspondence that is coming from outside of the
ministry or organization. These mails are collected from different areas, such us post office,
mail clearing centers, by Express Mail Services (E.M.S) and nearby offices by dispatch. For
example of incoming mails are:-
 Letters
 Parcels
 Newspapers
 Periodical magazines
 Journals
 Postcards,
 Register
 Cash
 Cheque

2.2 MAIL/CORRESPONDENCE: Is refers to any written document that intends to

convey information about something. Mails include letters, memos, emails, minutes
and other related publications. Mails can be created within the organization or
received from outside of the organization or ministry.

3.0 TYPES OF MAILS:

There are two types of mails, these are:-
1. Incoming Mail
2. Outgoing Mail

4.0 SOURCE OF INCOMING MAIL ARE:-

a) Individual giving or requesting information
b) Government and Public Institutions
C) Private Company’s
d) Organization and Parastatal
e) Mail Clearing Center
f) Post Office

5.0 TYPES OF INCOMING MAILS

33
When the mails are created or received in the registry, the Registry Personnel on duty or
Personal Secretary should sort the mails into three groups. These three groups of incoming
mails are.

a) i) OFFICIAL MAIL:
These are letters or mails addressed by the name of the head of the office or
organization/ministry.

Example of official mail:- Permanent Secretary,

Ministry of Finance and Planning,
P.O. Box 9111,
DAR ES SALAAM.
ii) SEMI OFFICIAL LETTER:
Semi Official letters are addressed to individuals by names but the contents inside are an
officialmatters.

iii) OMNIBUS LETTER: –A letter deals with more than one subject matter

iv) URGENT LETTER: – A letter which needs prompt attention without delay

v) PREVIEW OF MAIL: is the process of reading the letters before they are filed

vi) DATE STAMPING: is the process of putting the official rubber stamp in all letters
received
in the office

vii) INITIAL SORTING: this is the first sorting of the mail which is done as soon as
the mail received by sorting them in three groups, this are;

- Registered Packet Slip

- Registered Mail (letters addressed to individual)
- Official mail (letters addressed to the office)

b)PERSONAL MAIL:
These are mails addressed to individual or personal by his or her own name.

Example of Personal mail:- Ms. Mercy Prince

Ministry of Finance and Planning,
P.O. Box 9111,
DAR ES SALAAM.
c)REGISTERED PACKET SLIP:
These are printed cards which are blue or green in color informing the office to collect
registered articles from the post office.

d) SPECIMEN OF REGISTERED PACKED SLIPS:

Posted at: P14 OFFICE
NO: --------------------------------------------------------

34
 ADDRESSED TO:----------------------------------------

RECEIVED BY: ------------------------------------------ DELIVERY N0:--------------------------------------------

DATE: ---------------------------------------------------
Delivery against Authority card
DATE: ---------------------------------------------------
Number: -------------------------------

6.0 PROCEDURE FOR ACTION TAKEN ON REGISTERED SLIPS:

1. Record it in the Registered mail book (involves register number, place has been
posted and date)
2. Stamp it by using official stamp
3. Date it
4. Sign it (supervisor who receive it)
5. Attach it with Box Renter’s Authority Card
6. Return the slip to the post Office in order to collect the register
7. Open the register infront of the witness especially messenger who bought it
from the office

7.0 PROCEDURE TAKEN AFTER COLLECTION OF REGISTER SLIPS:

1. Check off against entries in the Registered mail book
2. Open the register in front of witness preferably the messenger who has brought
them from the post office
3. Complete the third column (if personal)
4. Complete the signature column

7.1 SPECIMAN OF REGISTERED MAIL BOOK:

DATE RECEIVED POST OFFICE REGISTER N0. CONTENTS NAME SIGNATURE/DISPOSAL

4/5/2020 MUSOMA 88870 Invitation card for Moreen MOREEN

Paul
6/7/2020 MTWARA 4444 Application form Godwin GODWIN
James

8.0 HANDLING OF OFFICIAL MAILS/CORRESPONDANCES:

The following are procedures of handling and dealing with official mails or Letter in the
office:-
1. Ensure that the table is clear (not surrounded by papers or files)
2. Ensure the contents are not damaged or spoiled (before opening)
3. Recheck the address on the envelope
4. Open an envelope carefully by using paper knife or opening machine
5. Remove all contents from an envelope, including enclosures
6. Read the letter carefully
7. Date stamp with the office rubber stamp

8. Enter the letter into an Inward Mail Register

9. Put the letter in the Preview Box or folder (if it is the custom of your
organization)

35
 10. If there is no preview system, letters should be sorted into groups, the process
which is known as Sorting into Groups which means sorting of official letters
after they have been opened, i.e
i. Subject letters
ii. Financial letters
iii. Semi official
11. File the subject letters and send them to the appropriate action officer’s desk.

9.0 INCOMING MAIL REGISTER:

This is a special book used to record particulars of official letters received daily in the
office.
9.1 SPECIMEN OF INCOMING MAIL REGISTER:
DATE DATE OF REF. N0. OF FROM SUBJECT FILE DATE FILED AND
RECEIVED LATER THE LETTER WHOM NUMBER PASSED TO
ACTION OFFICER
2/3/2020 4/3/2020 TCAA/P.07 TCAA RESULTS OF TPRA/R/01 8/3/2020
EMPLOYEE
MR. JOB MARK

10.0 MEASURES TO BE CONSIDERED WHEN DATE STAMPING A LETTER:

1. Adjust the rubber-stamp to today’s date
2. Ensure that there is enough ink in the stamp pad
3. Date stamp at empty space on the letter
4. Do not stamp at the end of the letter
5. Do not stamp at the margin of the letter
6. Do not stamp upside down
7. Do not stamp Photographs, Original certificates, Licences, Insurance,
Policies, Cheque, Money Order, Legal Documents etc

11.0 VALUABLEREGISTER:-
This is a book used to record valuable items received in the office. Example cheque and
cash.

11.1 SPECIMAN OF VALUABLE REGISTER:

DATE FROM TO REG. NO. AMOUNT CHEQUE/ SIGNATURE SIGNATURE
RECEIVED WHOM WHOM OR BY MONEY ORDER OF OFACCOUNTS
DISPATCH OR CASH RECEIVING SECTION OFFICE
OFFICER

12.0 HANDLING OF OUTGOING MAIL:

12.1 OUTGOING MAILS:

These are mails or correspondences which are going outside of the
organization. These mails should be dispatched on the same day they are
signed.

12.2 FLIMSY COPY: – an extra copy of outgoing letters kept for circulation to officers

36
 12.3 SOURCES OF OUTGOING MAILS:
1. Reply of Incoming mails
2. Requests of information from other offices

12.4 PROCEDURES FOR HANDLING OUTGOING MAILS:

1. Ensure a letter has been signed by an action officer and quote a
reference number
2. Produce/make two extra copies for each letter
3. Record all outgoing mails in the outgoing mail register book
4. Put the original letter in the prepared envelope
5. File one copy in the respective file
6. File another copy in the flimsy file
7. Record those letters dispatched by hand in the Dispatch book
8. Stamp those letters dispatched through the Post Office
9. Give them to the messenger for transmission to various offices/places

12.5 SPECIMAN OF DISPATCH BOOK:

DATE OF DATE OF TO WHOM LETTER SIGNATURE OF RECEIVING
LETTER DISPATCH SENT REFERENCE OFFICER AND DATE

12.5 SPECIMAN OF OUTGOING MAIL REGISTER:

DATE DATE TO WHOM LETTER SUBJECT FOR POST
RECEIVED DISPATCH SENT REFERENCE OFFICE/DISPATCH
FOR NUMBER REGISTER
DISPATCH NUMBER
23/10/2021 24/10/2021 MANAGER CA/20/BTD/12 TRANSFER

13.0 TYPES OF CLASSIFIED DOCUMENTS:

Classified documents Is the file which contains delicate /classified correspondence.
There are three major types of classified documents. These are:-
1. Confidential documents:
These are documents which are kept in the Blue file cover
2. Secret documents:
These are types of documents which are kept in the Green file cover
3. Top Secret Document:
These are types of documents which are kept in the Red file cover

14.0ACTORS/OFFICERS CONCERNING WITH HANDLING OUTGOING MAILS:

1. The Typist/Secretary – who types the letters
2. The Signing Officer – who sign the letters
3. The Dispatch Clerk – who dispatch the letters
4. The Messenger – who sends the letters to the Post Office and other
Places.

15.0 ROLES OF EACH ACTOR/OFFICERS IN DEALING WITH OFFICIAL MAIL:

15.1 ROLES OFTHE TYPIST/PERSONAL SECRETARY:

1. To read through the draft in order to:-
 Understand the instructions given
 Make corrections (if necessary)
37
  Determine the size of paper to be used
 To know the number of copies required
2. To type the letter neatly and accurately
3. To proof read the letter
4. To type the envelopes for the addresses
5. To send it for signature

15.2 ROLES OF THE SIGNING OFFICER:

1. To read through the letter
2. To sign the original letter
3. To initial the last column of the transit ladder
4. To send the file and letters to registry

15.3 ROLES OF THE DISPATCH CLERK:

1. To check and ensure that the original letters are signed and there are:-
2. Copies for the file and flimsy
3. To check if there is any alterations/changes
4. To check that any enclosures mentioned are attached
5. To file a file copy and flimsy copy
6. To prepare envelopes for all addresses
7. To put letters into envelopes
8. To seal and stamp the envelopes
9. To record the letters in the relevant book
10. To give them to the messenger for transmission to various/places

15.3 ROLES OF THE MESSENGER:

1. To weigh and put stamps on the envelopes
2. To send them to various officers/places

16.0 PROCEDURE OF HANDLING PERSONAL MAIL:

The personal mails usually are written for specific name of the officers within the
Ministry or organization. The procedure of distributed these mails are:-
1. By Messenger – who taking the letters direct to the specific person
2. By placing letters into the pigeon-holes (officers can collect the letters
themselves)
3. By Re-direct the letters to the officer current address (if they are away from out
of the office for reason likes Leave, gone on transfer, or has terminated contract
of employment

17.0 RULES OR ETHICS/ CHARACTERISTICS OF HANDLING OFFICIAL MAIL:

There are rules and ethical which guide and control the person secretary or officer who dealing
with handling official mails. These rules are:-
1. Official mails should not be touched by unauthorized persons
2. Never delete or change anything on the official mail
3. Never open individual mails
4. Never leave any official mail unfiled
5. Do not disclose the content of official mail to unauthorized person
6. Never discuss confidential matters to unauthorized person

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 HANDLINGOFCLASSIFIEDDOCUMENTS
TERMSRELATEDTOSECURITYOFFICERS

Security
Meanstosafeguardorganizationalproperties OR is the state of being protected or safe
from harm.

Securityinthegovernmentofficesisthepreventionfromdangerortheftofanyofficeinformat
ionormaterial(propertyorfunds)acquiredduringourserviceswiththegovernmentandther
eafter.

Safety: is the situation where by some personal or group of people to being free
without obstacles

Routinesecurity
Areofficersdealingwithofficesecurity.

IntelligencesecurityOfficers
Areofficerswhodealswiththeinternalorexternal(Political&National)securityofthestate.

Sensitive but unclassified

the level of classification used for data of sensitive or private nature, but the
disclosure of this data would not cause significant damage.

Unclassified: the lowest level of classification which is used for data that is neither
sensitive nor classified. the disclosure of unclassified data does not compromised
confidentially or cause any noticeable damage

SecurityBagorBox
Isthesealedcontainerfortransmittingclassifieddocumentsbetweenoffices.

IMPORTANCE OF SECURITY IN THE OFFICES

i. Toreducetheunauthorizeddisclosure/leakageofofficeinformation
ii. Itreduceembarrassmentinoffice / reduce accidents and injuries
iii. Ithelpstomaintaintheinformationintheoffice
iv. Maintain discipline the work place
v. Ensuring rules and regulation are being followed
vi. Increase Employees awareness
vii. Save money and reduce stress

TIPS AND TOOLS TO INCREASE OFFICE SECURITY

39
  keep important spaces and date under lock and key
 label and monitor all office equipment
 introduce id badges for employees and visitors
 install a CCTV Camera
 maintain the privacy and exclusivity of sensitive information
 invest in and advanced safe
 conduct quality personnel training
 create and communicate an emergency plan
 secure the premises with an Alarm system

Whoisallowedtoaccessclassifieddocuments?
Authorizedofficerwhobyvirtueofhisresponsibilitieshastoactonclassifieddocuments.

SecurityOfficer
Everyofficerwillappointanofficerasasecurityinthecaseofsmallofficeitmaybetheheadoft
heofficehimself.

Theneedtoknowprinciple
Thecirculationofclassifieddocumentsandinformationshouldbestrictlylimitedtothoseoffi
cerswhoneedthemfortheefficientperformanceof theirduties
thereforenoofficerisentitledsolelybyvirtueofhisrankorpositiontoknowledgeorpossessio
nofclassifiedmaterial.

WHY SECURITY OFFICER IS THE CONCERN OF EVERYONE IN THE ORGANIZATION?

Officersinthecourseoftheirdutiesacquireinformationwhichisnotknowntothegeneralpubl
icandthedisclosureofwhichmightcauseembarrassmentoradministrativebottlenecks.The
refore,
everyofficerdutyboundtosafeguardinformationandadheretolaiddownproceduresandreg
ulations.

Certainprecautionsarethereforenecessarytosafeguardthisinformationandtheseprecaut
ionscanonlybeeffectiveifeveryofficerintheorganizationrealizesthereasonsforthemanda
ppreciatestheimportancetobeingsecurityminded.

ResponsibilityofSecurityOfficer.
ItwillbetheresponsibilityofthisOfficertodrawup a
setofsecurityinstructionstoensurethatallmembersofhisstaffunderstandtheneedforsecur
ityandcomplywiththeinstructionissued.

Anybreachofsecurityshouldbereportedtothisofficerwithoutdelayanditishisresponsibilit
ytotakeaction.

RESPONSIBILITIES
40
 1. Observingandreporting
Evenafteradangeroussituationhasbeensuccessfullyaverted,asecurityguardmustnotrela
xyet.

2. Torespondquicklyandcorrectlyduringcrisis
Notonlydoesasecurityguardsensecrisis;heactsfasttocontrolthesituation.

3. Offer safetywarningsandtips
Amongtheresponsibilitiesofthesecurityguardistogivetipsandprecautionstohisemployers
onhowtopreventsecurity-threateningsituations.

4. Maintainorderamongpeople
Securityguardsareusuallypresentinlargegatherings,suchaspartiesandpoliticalorreligiou
sassemblies.Thisistoensurethesafetyoflivesandpropertyandalsotopreventstampedesan
dbreakdownoflawandorder.

5. Tobeclearlyvisible
Oneofthedutiesofasecurityguardistomakehisorherselfclearlyvisible.

6. Inspectandadjustsecuritysystems,equipment,andmachinerytoensureoperationa
luseandtodetectevidenceoftampering.

7. Answeralarmsandinvestigatedisturbances.

LOCATION OF A CONFIDENTIAL REGISTRY

Itisessentialthataconfidentialregistryshouldbereasonablyprivateandsecureaccommoda
tion.

Failingthis,theofficerinchargeoftheconfidentialregistrywillfinditdifficulttopreventuna
uthorizedpersonsfromseeingpaperstheyshouldnotsee.

CLASSIFICATION OF DOCUMENTS.
Thesearedocumentsrestrictedforaccesstoauthorizedonlyexampletop-
secret,secretandconfidential

Therearethreeclassifications;

A. TOPSECRET
Is the highest level of classification where by unauthorized disclosure will have
effects and cause grave damage to National Security.
ORInformationandmaterial,theunauthorizeddisclosureofwherewouldcauseexceptionall
ygravetothenations.A red file is used.

41
Example:Veryimportantpoliticaldocumentsdealingwithpendingnegotiationsforeconomi
cagreement,newconstitutionaldevelopmentchangeintaxationorexchangerateproposal.

B. SECRET
Is the level of classification used for data of restricted nature whereby unauthorized
disclosure will have significant effects and cause critical damage to national security.
OR
Informationandmaterial,theunauthorizeddisclosureofwhichwouldendangernationalsec
urityorcauseseriousinjurytointerestorprestigeofthenationorwouldbegreatadvantageto
aforeignnation. A green file is used with a diagonal line band across it is
used.Example:Defense,EmergencyandInternalSecuritySystems,Politicalintelligencere
portsetc.

C. CONFIDENTIAL
Is the level of classification used for data of confidential nature, whereby
unauthorized disclosures will have noticeable effect and cause serious damage to
national security
OR .Informationandmaterial,theunauthorizeddisclosureofwhichwouldcauseinjury/
harmtotheinterestorprestigeofthenationorwouldcauseadministrativeembarrassmentor
difficulty,orwouldbeofadvantagetoaforeignnation. A blue file is
used.Example:Routineintelligencereports,Designanddevelopmentofnewmaterials,Co
mmercialmaterialreports.

TRANSMISSION OF DOCUMENTS BETWEEN OFFICES IN THE SAME BUILDING.

 TopSecret:Noenvelope,takenbyhandofanofficerauthorizedtohandletopsecretdo
cument(Byhand)

 Secret:Lockedsecuritybox,carriedbymessenger.

 Confidential:Lockedsecuritybox,carriedbymessenger.

TRANSMISSION OF DOCUMENTS BETWEEN OFFICES IN THE SAME TOWN.

 TopSecret:Singleenvelope,takenbyhandofanofficerauthorizedtohandletopsecre
tdocuments.

 Secret
i. Singleenvelopeinalockedsecuritybox(adispatchbookshouldaccompanythebox
)carriedbymessenger
ii. Doubleenvelope.(Byregisteredpost)
 Confidential:
i. SingleEnvelope:inalockedsecuritybox(adispatchbookshouldaccompanythebox
)
ii. Doubleenvelope:byregisteredpost

TRANSMISSION OF DOCUMENTS BETWEEN OFFICES IN TANZANIA

42
  TopSecret:Singleenvelope,byhandofpilotbagorbyhandofanofficerauthorizedtoh
andletopsecretdocuments.

 Secret
i. Singleenvelope,byhandofpilotorbysecuritybag.
ii. DoubleEnvelope,byregisteredpost.
 Confidential
i. SingleEnvelope,bysecuritybag
ii. Doubleenvelope.Byregisteredpost

PROCEDURE OF HANDLING INCOMING CLASSIFIED MAIL

i. Locate index file box for classified file
ii. Before opening an envelope containing classified mail check to make sure that
the seal are intact.
iii. If the secret are broken report the matter immediately to the department
security officer or to the authorized officer concerned.
iv. Date stamp the mail
v. Register the mail
vi. Obtain the relevant files
vii. Punch a hole or double hole on the documents
viii. File neatly
ix. Encircle the folio number
x. Complete transit ladder
xi. Complete file movement card
xii. Send the file personally to the action officer
N.B:
i. Thecirculationofclassifieddocumentsshouldbestrictlylimitedtothoseofficers
whoneedthemfortheefficientperformanceoftheirduties.

ii. Classifiedpapersshouldbeartheirgradingonthetopanbottomofeachsheet.

iii. TopSecretandsecretdocumentsmustbeaddressedtoanofficerbynameandshoul
donlybeopenedbytheaddressee,orinhis/
herabsence,byanofficerperforminghis/herduties.

iv. Topsecret,secretandconfidentiallettersshouldbesentunderdoublecover,thei
nnerenvelopebeingsealedatbothendsandbearingtheappropriatesecurity
Classification.

v. Theouterenvelopemustnotbearanyclassificationnorshoulditbesealed.

vi. Restrictedmailmaybesentoutinasinglecoverbutinsuchcasestheclassifications
houldnotappearonthecover.

vii. Classifiedfilesmustbeclearlymarkedwiththeappropriateclassificationandshou
ldcontainhandlinginstructionspastedontheinsideofthefrontcover

UPGRADINGANDDOWNGRADING

43
Upgradingmeansmovingupthecurrentclassoftheletterfromlowertothenextupperclassw
hileDowngradingismovingdownthecurrentclasstothenextlowerclass.Theeffectsofupgra
dingdocumentsisunacceptabledelayinactionwhiletheeffectsofdowngradingissaidtobeth
esourceofleakageshouldaletterbereceivedmarketsecretforafilewhichisgradedconfiden
tialitwillbenecessarytoupgradethefiletosecret,andtochangethefilecoveraccordingly.

PROCEDURES FOR DOWNGRADING A DOCUMENT

1. Documentreceivedfromotherofficesmustnotbedowngradedwithouttheapprovalofth
eoriginatingoffice.
2. Whendowngradingalettertheofficershouldcancelsecurityclassificationandsignagains
tcancellation

PROCEDURES FOR UPGRADING A DOCUMENT

1. Documentreceivedfromotherofficesmustnotbeupgradedwithouttheapprovaloftheor
iginatingoffice.
2. Whenupgradingalettertheofficershouldcancelsecurityclassificationandsignagainstc
ancellation

TELEPHONEHANDLINGTECHNIQUES

AtelephoneisatelecommunicationdevicewhichwasinventedbyaScottishknownasAlexand
erGrahamBellinthe19th(1870)century,wholatermigratedtoU.S.A

Atelephoneisaninstrumentusedfortransmittingoralcommunication/
informationfromonedistancetoanotherthroughtelegraphicwiresorwaves.ORTelephone:
atelecommunicationdevicethatpermitstwoormoreuserstoconductaconversationwhenth
eyaretoofaraparttobehearddirectly.

Typesoftelephone:
• landlines:thisisatelephonesystemconnectedbyinsulatedwiresthatconnecttheent
irenetwork.

• Mobilephones:thetelephonethatdonothavetobephysicallyconnectedtoatelepho
neline,butratherworksbysendingradiowaves.
• VoIP:thekindoftelephonethatthevoicecommunicationisovertheinternet,thesign
alstraveloverabroadbandconnectionandismuchlikeemailbutwithvoices.

Importanceoftelephoneinanorganization
1. Effectivepersonalizationcommunication
2. Easiestwaytoreceivecomplaintandopinionfromcustomers,shareholdersands
takeholders
3. Aidbusinessmarketing
4. Interactivecommunication
5. Enhanceconfidentiality

44
Telephoneswitchboard
Telephoneswitchboard:asystemtoconnectdifferentpartsoftelephonesystemtoestablish
acall

Typesoftelephoneswitchboard
P.M.B.X.(PrivateManualBranchExchange)
Thisisatypeofswitchboardwhereatelephoneoperatormakesalltheconnections,i.e.forinc
omingandoutgoingcallsfromoneextensiontoanotherwithinthesamebuilding

P.A.B.X.(ExchangePrivateAutomaticBranch)
Thisisatypeofswitchboardwherebyinternalcallscandirectlybedialedfromextensiontoext
ensionandalsooutsidecallscanbemadewithoutthehelpofatelephoneoperator.However,t
elephoneoperatormustbeusedforreceivingandroutingincomingcalls.

P.B.X.(PrivateBranchExchange
Thisisatypeofswitchboardwhichprovidesaninternaltelephonesystem,butisnotconnecte
dtothepostofficetelephonesystem.

Proceduresformakingtelephonecalls
i. Preparekeypointsyouneedtocoverduringconversation
ii. Identifyyourself–giveyourfirstandlastnameaswellasyourtitleifapplicable
iii. Identifythepurposeofthecall
iv. Taketimetolisten
v. Reviewcalltoseeifbothyouagreeonwhatnext

Rulesofmakingofficetelephone

 Havethetelephoneattherightplace

 Haveapenandpaperforwriting,speakingonthetelephonemessage

 Answerthetelephonepromptlyandidentifyyourselforyouroffice

 Beattentiveandalertwhenspeakingonthetelephone

 Takethemessagesfortheabsentcalledperson.Officertotakemessage

 Speakclearlyandintothemouthpiece

 Avoidtelephoneslang.e.g.hallo!
45
  Donotshoutoverthetelephone

 Letthecallerhangupfirst

 Finishthecallbythankingthecaller

Rulesofanswering/receivingatelephone

 Havethetelephoneattherightplace

 Haveapenandpaperforwriting,speakingonthetelephonemessages.

 Answerthetelephonepromptlyandidentifyyourself

 Beattentiveandalertwhenspeakingonthetelephone

 Takethemessagesfortheabsentcalledperson.Officertotakemessage

 Speakclearlyandintothemouthpiece

 Avoidtelephoneslange.g.hallo!

 Do notshoutoverthetelephone

 Letthecallerhangupfirst

 Finishthecallbythankingthecaller

Dealingwithaninterruption

 Ifyouareinterruptedduringatelephoneconversation,excuseyourselftothecaller

 Placeyourhandonthemouthpieceanddealwiththeinterruption

 Gobacktotheconversationwithanapologytothecallerfortheinterruption

 Ifyouareresponsiblefortwotelephonesandthesecondoneringwhileyouspeakonthe
first,thenyoumustexcuseyourselftothefirstcaller,speaktothesecondcallerandpro
misetocallhimbacklatter,thengotothefirstcallerwithanapologyforkeepinghim/
herwaiting

Don’tontheuseofthetelephone

 Don’tmakeprivatecallsunlesstheyareurgentandnecessary,thiswastetimeandmon
ey

 Don’tshoutoverthetelephone

 Don’tspeaksecretmattersonthetelephone

46
  Don’tmakethecallbeforeyouhavethemessagetobesentandthenumberofthecalled
person

 Don’tuserudelanguageonthetelephonebecauseyouwillcreateabadimpressionofy
ourorganization.

 Don’tinterruptwhileothersaretaking

 Don’tcallbeforeorafterworkinghours

 Don’tlateangryornegativevoiceaffectyou

 Beflexible–don’tletemotionsruleoveryou

 Don’tbreatheloudlyintothemouthpieceofyourhandset

Advantagesofusingtelephone

 Itisveryfastmeanofcommunicationsystem

 Itofferdirectlink(persontoperson)

 Itprovideimmediatefeedbackthusenablebothpartiestocheckthequalityoftheresp
onsethenmodifyorcorrecterrorsinunderstanding

 Itiseasytouse.

 Effectivepersonalizedcommunication.
(Providesapersonaltouchandallowexpressionofemotionthroughthetoneofvoice).

 Aidinbusinessandmarketing

Disadvantagesofusingatelephone

 Nowrittenrecordiskept

 Itmaybemisusedforprivatematters

 Unsuitableforcommunicatingclassified/confidentialinformation

 Itisexpensive

 Itiseasytocheatbecausethereisnophysicalcontactandnofacialexpression.

 Disruptionofworkflow

 Difficulttomonitoringcalls

 Timeendsupquickly(wastageofcompanytimesincephonesaretemptingtouse).

47
Precautionforefficientuseofthetelephone

 Answerthetelephonepromptly,announcingthenameofthedepartment/office

 Bepolite,pleasantandhelpfultoallcallers

 Speakclearlyandslowlyavoidingtheuseoftelephoneslangexpressione.g.hello!,gan
gon,okay

 Ifthepersonrequiredisnotavailable,askthecallerwhetherhe/
shewishestoleaveamessageoronewouldliketoberangbackorwillringlaterorratherc
anspeaktosomeoneelse

 Ifcalliswronglydirected,apologizeandredirectimmediately

 Avoidmakingprivatecallsunlesstheyareofurgentnature

 Makeuseoftelephonecodenumbers

 Alwaysrememberthattelephonetimewastedismoneywasted

 Alwaysattendthecallerswithaccordancetotheruleslaiddownbytheoffice.

48