Instructional Material for

OACT 40013
BUSINESS OFFICE SYSTEMS
AND TECHNOLOGIES
Compiled by:
Dorren D. Arenque, PhD
PUP-Ragay Branch

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Table of Contents

Cover Page……………………………………………………………………. 1

Table of Contents……………………………………………………………... 2

Lesson 1. Introduction to Office Systems and Technologies:

The Basics of Office Management……………………………… 3 - 18

Lesson 2. The Office Environment: Accommodation and Layout………. 19 - 41

Lesson 3. Office Technology: Office Automation Management………… 42 - 48

Lesson 4. Office Stationery…………………………………………………. 49 - 58

Lesson 5. Office Communications Management…………………………. 59 - 76

Lesson 6. Forms and Records Management…………………………….. 77 - 88

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 Lesson 1. Intended for Week 1, 2 & 3
Introduction to Office Systems and Technologies: The Basics
of Office Management

Overview/Introduction

Office management is a profession involving the design, implementation, evaluation, and maintenance
of the process of work within an office or other organization, in order to sustain and improve efficiency
and productivity (Wikipedia). This lesson will introduce students to the basic concepts and importance
of office systems and technologies in office functions. Learning these concepts would lead them
understand their role in the office and in developing best strategies and practices to contribute for the
profitability of the organization.

Course Outcomes

1. Define the concepts of office systems and technologies

2. Identify the necessary skills and required competencies of managing office
3. Provide knowledge, skills and tools in office management activities in a systematic
manner.
4. Deliver efficient and effective services, by ensuring better office management.
5. Adopt new methods and techniques in office management.
6. Design effect processes for office operations

Learning Outcomes

At the end of the lesson, students would be able to:

1. Identify the basic concepts of office systems and management

2. Propose and design a sample office system that must be utilized in an office.

Course Materials

Read from the following references:

1. Office Management by Balachandran and Chandrasekaran, pp. 1-21; 79-95
2. https://www.eden.io/blog/office-management-guide
3. https://zoetalentsolutions.com/9-office-management-skills/
4. https://www.yourarticlelibrary.com/office-management/functions-office-management/7-
major-functions-of-office-management/68984
5. https://accountlearning.com/office-management-meaning-definition-elements/
6. Any reliable websites on Office Systems and Technologies related searches and topics

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OFFICE MANAGEMENT, MEANING, DEFINITION AND ELEMENTS
Office management refers to the process of planning, organizing, guiding, communicating,
directing, coordinating and controlling the activities of a group of people who are working to
achieve business objectives efficiently and economically.

Office management is not only necessary to business organization but also essential to non-
business organization. In modern internet society also, there is a need of direction to the individual
efforts towards common purpose or objective. The direction is given from a place i.e. office.
The process can be treated as office management. A business is carried on by businessman with
the help of group of persons. This group of persons has different interest, talent and motto. So, it
is the function of office management to organize, guide and control the activities of such group of
persons to achieve business objectives.

Definition of Office Management:

Office management can been defined as the art of guiding, directing coordinating and controlling
the salaried people of an organization in order to achieve specified objective within a time
schedule.

Elements of Office Management

Elements of office management are termed as pillars of a building. If pillar is strong, certainly, the
building is also strong. Hence, efficient functioning of office management is based on the elements
of office management. Following are the essential elements of office management.

1. Personnel
Office personnel are actually performing the office work. Generally, the selection and placement
of office personnel is carried on by the office manager in small organization. In large organization,
staffing is carried on by the human resource management department.
In both the case, the office work is to be performed by allocating the work to each individual
according to their efficiency, guide the personnel to do the work with the help of means available
in an office within a specified time and control the activities of office personnel. The office manager
has to do all these activities.

2. Means
Means refers to tools used to perform the office work. Means include pen, pencil, eraser, paper,
ink, office forms, typewriter, computer, printer, calculator and the like. Adequate tools have been
supplied in an office and put them to the most efficient and economical use for achieving
objectives.

3. Environment
The nature of business determines the environment of an office. The various office works have to
be carried on under a particular condition or environment. A working environment is created and
maintained for the smooth performance of office work. It is the duty and responsibility of an office
manager to bring suitable environment by adopting various procedures and practice.

4. Purpose
The office personnel must be aware of the purpose for which a particular work is carried on and
the impact of such work on others’ performance. The office manager teaches the purpose to office

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personal. If not so, the performance of office work does not bring the most efficient and
economical use of office resources and achieve the objectives.

Reference: https://accountlearning.com/office-management-meaning-definition-elements/

OFFICE MANAGEMENT: NEW MEANING

Changes in technology, as well as company structures and workplace environments overall, have
made the job of an Office Manager more complex and dynamic than ever before.
In many industries, Office Managers do still manage a static, physical office where a core team
of employees work during typical office hours. However, for many office managers (especially
those that work for technology companies), the work and the people they manage are spread
among multiple locations, time zones, and other types of workplaces.
Because of this, your role as an Office Manager is changing unthinkably quickly. And these fast-
paced changes come with new challenges and new resources and tools with which to tackle those
challenges. So while your job title may not change, the skills required for you to succeed in your
role and the responsibilities that you are entrusted with certainly do.
In this guide, we’ll be exploring some of the changes you should anticipate throughout your career
in office management, and address some of the challenges you will likely face on a regular basis.
We’ll also discuss the inarguable value of your role and give you the tools and support you need
to make a difference, no matter what your “workplace” looks like.

Cultivating A Positive Office Environment

The physical space that your workers occupy has a preordained effect on their ability and desire
to do work well. Humans are largely impacted by our surroundings. We adorn our homes with
artifacts and mementos that move us or give us comfort. We decorate our office spaces and
vehicles to feel more “at home.”
Commercial spaces make similar efforts to uphold a certain atmosphere. Hotels and spas are
designed to inspire comfort and calm while stadiums and concert venues are made to be
aesthetically energizing. Medical facilities are made to appear clean and modern while restaurants
can be a variety of things - moody, romantic, youthful, or cozy.
Aesthetics alone won’t be enough to communicate the mood or intentions of any atmosphere,
however. The way people treat each other, the conduct and performance in the space, the
organization and layout, and the ethos of respect in your environment are also key. A hotel whose
staff treats guests poorly can’t muffle guest dissatisfaction with pretty art on the walls. A restaurant
aiming for a cozy and secluded vibe will be met with distaste if tables are unclean or the dining
space is cluttered and tight-knit. Surroundings matter.
While many of these places are designed with the consumer in mind, the workplace should also
reflect and accommodate the preferences and needs of the people who work there. After all,
employee happiness and comfort is exactly what will inspire the productivity and quality of service
which ultimately delights your customers. You can impact the workplace environment in three key
ways that will help to reinforce employee satisfaction and success:

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1. Achieve the proper aesthetic
While design choices may not be yours alone, there are many ways that you can impact the look
and feel of your workplace. From securing fresh flowers at the reception desk or calling for a
flickering bulb to be replaced, to daily gestures like resetting meeting rooms and hanging art on
the walls, there’s a finesse to managing a workplace that feels good to everyone. Tap into your
company’s brand and the type of work your people do, for inspiration.
If you’re doing a lot of creative work and your brand is innovative and disruptive - go for the brighter
colors, modern furnishings, and touches that inspire. If your organization is tranquil and your work
is pensive and studious, consider a minimalist approach with muted tones and fewer visual
distractions.

2. Maintain functionality
What good is a workplace if no work is getting done? In decades past, the belief was that working
environs should be uncluttered, distraction-free, and, in some cases, the opposite of engaging.
Workers were siloed into areas and expected to stay. Fortunately, times have changed. Research
has consistently shown that workers perform best when the atmosphere is conducive to the type
of work being done. Maintaining areas for employees to focus, to convene, or to take well-
deserved breaks should be of equal consideration.

3. Protect the mood

Beyond the look and feel, the mood and ethos of your workplace depends on how people treat
each other, the attitudes and outlooks among your team, and the centering of foundational themes
like respect, trust, and creativity. How do your people speak to one another? How do most people
feel and emote in the workplace? Is it loud or quiet? Is it creative and engaged or heavily controlled
and cautious? Are these things serving your company or holding you back?
Once your atmosphere is accounted for, there are other office management responsibilities to
attend to. You might be tasked with managing the maintenance staff, security teams, or technical
support crews internally or externally through a work-order or ticketing system. You may also
need to facilitate building upkeep with your landlord or property manager, order equipment
replacements, and manage hardware inventory. While the specifics are infinite, one thing remains
true: managing an office requires constant monitoring and decisive intervention.

Bolstering Office Security and Safety

One of the most important aspects of your company’s atmosphere is the safety and security of
your team. There are a few ways in which Office Managers can provide a better workplace
experience through safety precautions, security measures, and employee comfort.
This breaks down into 4 considerations for your office:

1. Is your office physically safe?

From keyed-entry to active shooter protocol, it’s smart to keep your building safe from intruders
or outward harm. Your role may include locking the facility at night, managing security teams or
monitoring closed-circuit cameras, or issuing keys to new employees. Similarly, it’s important that
the fixtures and equipment within your workspace are safe to operate. Make sure that you’re

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considering all the ways in which your building and campus could be put in harm’s way and make
a plan to mitigate.

2. Do your people feel secure at work?

This is less a question about safety from intruders or bodily harm, and more pointed toward
interpersonal safety and comfort at work. A study by Google listed psychological safety as one of
the top 5 characteristics of their highest performing teams.
Here are some questions you can ask to help gauge the psychological safety of your colleagues:
o Is harassment happening in your organization?
o Are tempers flaring and causing concern?
o Does someone on your team feel threatened by someone else, or by a client or collaborator?
o Is someone being unfairly discriminated against or targeted for their differences?
It’s important for you to have your finger on the pulse of the organization and to provide an open-
door for employees with concerns like these. The first line of defense against this kind of
discomfort at work is to purvey a code of ethics and conduct and enforce it. This may be part of
your role as the Office Manager. You should also have a protocol in place to escalate these types
of concerns to upper management or to your corporate lawyer as advised.

3. Have you employed safety protocol in work practices?

For companies whose work resides mostly on the computer, work safety protocol only goes so
far. Without large equipment or sensitive chemicals to put your employees at risk, work-related
injury or hazard should be a lesser concern.
However, if you do work in manufacturing, pharmaceuticals, logistics, engineering, or in other
industries with elevated safety risks, your role as an Office Manager broadens. You will have a
greater focus on proper safety gear, approved usage of equipment and materials, and potential
for accidents.

4. Is your company and employee data secure?

Finally, there’s another form of harm that you’ll want to be aware of and it’s possibly the most
difficult to prevent: a breach of security. All companies house some form of sensitive data - even
down to the social security numbers or private information of your staff. Work consciously with
your IT or tech teams to keep software updated, maintain data-related policies, and triage any
potential concerns of infiltration.

Planning Company Events And Hosting Meetings

One of the often-overlooked skill sets that Office Managers need to have is the ability to plan and
coordinate events. These events may vary from recurring weekly meetings and daily to-dos, to
more all-encompassing retreats, summits, or conferences. There’s a lot to consider in this facet
of your role from budget and facility or resource usage to food and drinks, entertainment, and
keeping people happy.
How you’ll handle each event depends on the scale of the event and what each event sets out to
accomplish. We’ll review a few examples of event types below:

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1. Daily Scrum or stand-up meetings
While individual team leaders or managers will be facilitating the content of these meetings, you’re
essential to their smooth sailing. You can help by setting up a suitable meeting space, sending
reminders, serving an agenda, and - in another manager’s absence - conducting the meetings
succinctly on your own.

2. Weekly all-hands meetings or team rallies

The all-hands meeting or company rally is sacred. By bringing everyone together, you’re providing
a reminder that “we’re all in this together” and that the individual struggles and skills around the
room matter to the success of the whole. It’s important to use this time to disperse
announcements and key points of data, provide education and motivation, as well as give your
employees the floor. Find out what your teams want to learn, what would help them do their job
better, and what concerns need to be addressed as a group. Don’t forget to include your remote
employees and give them a chance to contribute, too.

3. Catered lunch-and-learns or half-day training

New employee orientations, monthly lunch-and-learns, and large training sessions on new
modules or software can either be a headache or a chance to build skills together. Make sure to
test all technology being used to demonstrate or educate, prep the space ahead of schedule to
save precious time, and be sure that questions get answered before meetings adjourn. As a
facilitator, it’s important that you consider the appropriate size of space, the best audio/visual
setup to support meeting goals, and have a plan to capture details from the meeting for anyone
who missed or has questions.

4. Holiday parties or celebrations

This is the fun part, isn’t it? After months of hard work and no play, it’s finally time to grab some
food and drinks, spruce up the place, and enjoy each other’s company for a while. Celebrations
are a great time to get to know the real person behind each employee’s desk and encourage
camaraderie, understanding, and joy at work. Some companies might form an employee-led
committee to organize these parties while others trade off the responsibility. In any case, as you
manage the facility and lead operations, you’ll be involved in the process. For the best party ever,
make sure there’s great music, unobtrusive decor, inclusive food options, and entertainment to
keep people busy and amused.

5. Off-site workshops, summits, and retreats

When it’s time to get your people together somewhere else, it may be your responsibility to
organize flight and travel information, book a venue, coordinate with venue representatives or
other vendors, set an itinerary, and even help to foster the setup and teardown of booths or other
equipment. Your focus should be on employee safety and security, convenience and clarity, and
budget-surety. From there, you’ll work with other leaders and support staff to make each event
come to fruition.
A note about alcohol: In many of these types of meetings, alcohol may be involved. While
libations are certainly welcome during non-working events and can make some of your staff more
comfortable to mingle, it’s important to consider those who are made uncomfortable by the
presence of alcohol. Be sure to include non-alcoholic refreshments at every event and provide a

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non-bar setting as often as possible. Part of your role in Operations or HR is to keep your people
safe, secure, and comfortable at work - a fact which is only made more important during these
off-hours.

Welcoming Office Visitors and Coordinating With Vendors

Your people aren’t the only people you need to focus on. New visitors will come to explore your
office or workplace for a variety of reasons and you’ll want to be prepared to welcome them, triage
their needs, and make a positive impression.
Here are a few of the types of visitors you might expect to see, and how best to accommodate
them:

Candidates and Temporary Hires

Your employer brand hinges on delighting candidates and creating an inviting atmosphere where
someone would want to sign on to work. Accommodate candidates by calming their nerves and
making them feel at ease, ensuring that their meeting room is open and set up for the interview,
and providing clear directions for them to find it. If someone is visiting as a freelancer or temp-
hire, treat them like any other employee and ensure they feel confident and clear on the tasks at
hand.

Customers, Clients, or Prospects

Whether you’re trying to make a good impression on a prospective client or wooing loyalty out of
an existing buyer, make sure customers are given a customer-friendly experience when visiting
your site. Hide the mess, keep employees on their best behavior, and paint a picture of function
and focus that reflects your true capabilities.

Collaborators and Affiliates

Make your partners feel like family. If a representative from an affiliate company or partnering
organization visits your facility, make them feel catered to, give them the inside-scoop, and embed
them into your way of doing things.

Investors, Visiting Executives and Board Members

If you manage multiple offices and Corporate is coming to visit, it can feel a bit like mom and dad
are coming to visit your dorm room. It might feel like you need to hide unsightly messes, turn off
the fun music, and double-down on looking productive. Rest assured - your boss knows when
you’re doing this. By making an effort to be more organized, industrious, and focused when no
one’s looking, you’ll find it easier to maintain this perception when it counts.

Auditors and Inspectors

If you have a facility inspector, auditor, or another person of authority coming to investigate,
inspect, or audit your building, you might be feeling a different kind of apprehension altogether.
Never fear. You know you’re up to code and compliant - so your focus should be on making these
individuals feel welcome, providing any necessary access, and getting out of the way. Remember,
these people aren’t trying to get you in trouble, their goal is to keep you compliant and keep your
people and assets safe.

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Journalists or Media Personnel
If your company, or one of your team members, is being featured in the media, rejoice! This is
usually a great thing. Welcome members of the media into your facility with open arms and remain
honest, helpful, and warm.

Vendors and Service Teams

For vendors, your role and impact doubles. You’re often the person tasked to find, hire, manage,
and monitor these individuals - especially those who service the physical building or workplace.
From plumbers to grounds crews and caterers to cleaners, you’ll be surprised at just how many
visitors you’ll expect to see each quarter. It’s a large undertaking to choose the right vendor,
validate their licensure and references, manage their schedule of service to your workplace,
negotiate payment terms, and ensure a certain quality of work. You’ve got a lot on your plate.
Eden’s Workplace Management Platform is an all-in-one tool designed to help you source,
manage, and monitor all kinds of different vendors. You can put out RFPs to multiple
vendors, review bids, choose vendors, monitor their work, schedule their visits, pay them,
and more. To learn more, visit our homepage here.

Enhancing Productivity and Workflow

As an Office Manager, it’s important for you to support the outcomes of your company. Your work
is crucial to supporting the work of others and helping to provide a conducive atmosphere for your
colleagues to be productive and work effectively.
In the last several years, the internet has become saturated with productivity tips, hacks, and best
practices aimed at more output and glorifying the idea of being “busy.” Your role is to debunk the
idea that productivity equals fast output, and put a greater focus on optimizing processes for a
better final outcome. This doesn’t mean you’ll be an authoritarian who penalizes casual
conversation and demands employees to stay late. Instead, you’ll be analyzing how each
employee works best individually, and what the collective needs to perform at its best.
The benefits of an optimized workplace go beyond better output or higher quantities of output per
employee. In a work environment where things are getting done, there’s less pressure, confusion,
or blaming between colleagues. In this way, employees are happier at work and there’s less
friction in the atmosphere.
Workflow design may rest with other leaders in the company or project managers, but your role
can and should help to facilitate procedures and provide a listening ear to employees who aren’t
satisfied with the current processes.
Some of the best practices for fostering an efficient workplace include:
o Recommending and supporting hierarchical changes
o Designing or redefining org charts
o Redistributing personnel or other resources
o Retooling project management software and work
o Providing feedback loops for leaders and teams
o Facilitating customized workspaces or varied working areas to serve specific work functions -
e.g. collaborative areas vs. silent working areas
o Advocating for flexible work opportunities, lunch-and-learns, or other chances to break up the
day and offer autonomy to employees

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Fostering Collaboration and Communication
One of the greatest hindrances to productivity is poor communication. From poorly executed
meetings to mistrust and lack of respect, ineffective collaboration can easily disrupt the natural
flow of work.
Without a healthy emphasis on collaboration and communication, companies can quickly splinter
off into factions that subsist of small groups or entire departments. This can isolate and undermine
employees, discouraging them from sharing creative solutions and potentially prompt them to
pursue a position outside your organization that would be more fulfilling.
One such example could be a meeting between separate departments, wherein one department
regularly undermines the other, comes unprepared and monopolizes the meeting time with
subjects that over-prioritize their initiatives.
Another example could be an employee that doesn’t feel secure in their work, so they regularly
hinders their colleagues to put their reputation and potential advancement within the company
above their team’s shared goals and responsibilities.
It’s not until each and every employee feels equally heard and championed that an organization
is able to maximize their productivity and employee satisfaction. The emotional maturity of your
organization’s leaders and team members plays a large role in creating a culture of productive
collaboration. Without emotional maturity, a clique mentality can spread throughout your
organization and sabotage the company’s workplace experience.
In your dealings with different department heads and individuals, watch for these signs of poor
collaboration. Make sure that employees genuinely feel safe to express their opinions openly
without the fear of criticism. Encourage your leadership team to promote positive collaboration
between teams and to celebrate each and every employee’s thoughts and expertise.

Helping Leaders Lead

Leadership challenges are not uncommon in any industry. Leaders may be overworked, under-
respected, or just not the right fit. Some leaders have their hands tied and others have their hands
in too many projects. While some leaders are distant - often traveling or handling big-picture
issues - others are in the weeds, sometimes too much.
As an Office Manager, you’re a leader among leaders. While you may or may not have direct
reporting employees, you are a guide and a facilitator for the employees you work with. From this
unique vantage point, you have the ability to advocate for employees from a seat among
executives and leaders. You have boots on the ground where other leaders may not. You have
the power to affect change in ways that specific team managers may not.
You, along with other members of the operations team, have the ability to impose changes to the
organizational structure of the company which helps thin out heavy teams and rescue leaders
from undue burden or lack of fit. You have the power to implement better workflow practices that
help take unnecessary tasks off of leaders’ plates. You also provide support services from HR to
project management and beyond, which free up other leaders to harness their skills for their team
instead of handling ill-fitting tasks.
When leaders have more time to focus on what’s most essential for them and their teams,
everybody wins. Leaders are happier to be doing the work they were meant to do. Their
employees are happier and have broader access to guidance and support. Perhaps most of all,
you’re satisfied knowing that work is being done and that people are happy doing it.

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Reference: https://www.eden.io/blog/office-management-guide

FUNCTIONS OF OFFICE MANAGEMENT

The seven major functions of office management are: 1. Planning 2. Staffing 3. Directing 4.
Communication 5. Controlling 6. Co-ordination 7. Motivation.
Office Management Function # 1. Planning:
Planning is the first and foremost function of office management. It is best described as the first
step towards other functions of the office. It is a well-defined course of future action.
Fayol had pointed out:
“The plan of action at one and the same time, the result envisaged the line of action to be followed,
the stages to go through, and the method to use. It is a kind of future picture wherein proximate
events are outlined with some distinctiveness while remote events appear progressively less
distinct. Planning is a mental process based on available means of facts and future possibilities”.
Objectives of Planning:
Planning is done to:
1. Offset the changes and uncertainty
2. To gain on economical operations, and
3. To facilitate control.

In the case of office management these objectives of planning are to be co-ordinated with
reference to the objectives of business enterprises as set forth by its manager.
Benefits of Planning:
Planning has certain benefits which are enumerated:
1. Planning gives a direction to activities in the office and thus everything becomes purposeful.
2. Planning focuses alteration on objectives.
3. Planning helps to offset uncertainties and changes.
4. Planning facilitates control in the office.
5. Planning also takes care of the growth of business operations. Thus the office is not found
wanting when it grows.
6. Planning helps in economical operations in an office as the office personnel know about the
target and goals, and about how to move in that direction.
7. Planning facilitates a complete control in the office. The second element of the office is
organising.

It refers to the creation of a structure of duties and responsibilities to achieve the objectives of an
enterprise. Urvick describes organisation as “determining what activities are necessary for any
purpose or plan and arranging them in groups which may be assigned to the individuals. It is
concerned with activity-authority relationship. The office is to be organised and the duties and
functions are to be defined to determine authority relationship so that the office functions
smoothly.”

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Office Management Function # 2. Staffing:
It is a function of management, more so it is an executive function of selection, recruitment,
compensation, promotion, training and retirement of subordinate managers. Office management
also has this process of staffing because the office has to be manned and managed in similar
fashion.

Office Management Function # 3. Directing:

Direction is defined and described as the functioning of command. “The successful direction of
sub-ordinates results in knowledgeable well-trained people who work efficiently toward the
objectives of the enterprises. Direction can be described as the process of guiding and
supervising the subordinates. The idea of guiding and supervising is to give a specific direction to
the various activities in the office with a view to its proper functioning.”

Office Management Function # 4. Communication:

It is explained as the interchanges of thoughts or information to bring about a mutual
understanding and confidence or a good human relation. Effective communication is in line where
a thing is understood in the same sense in which it has been communicated.
To establish a good communication it is essential to follow these three principles:
(a) The principles of clarity
(b) The principles of integrity
(c) The principles of strategic use of informal organization.

Office Management Function # 5. Controlling:

Controlling is a function of checking current performance against pre-determined standards
contained in the plans, with a view to ensuring adequate progress and satisfactory performance—
physical or financial. Controlling is basis to the office management.
Performance of the office staff has to be measured and corrective steps are to be taken to make
sure that the aims of the office via-a-vis that of the enterprises are attained.
Controlling should have these principles:
1. The principle of economy
2. The principle of flexibility.
3. The principle of objectivity.
4. The principle of vision.
5. The principle of need and nature of the office.

Office Management Function # 6. Co-Ordination:

Co-ordination is a process of balancing and keeping the team together by ensuring a suitable
allocation of working activities to the various members, and seeing to it that these are performed
with due harmony amongst the members themselves.

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In order to have an effective co-ordination in the office, it is necessary that co-ordination
must have the following prerequisites:
(a) The goal of the sub-ordinate department must be designed to contribute to the enterprise.
(b) The objectives of the enterprise must be known to each and every member of the group.
(c) Individuals should understand properly how their job contributes to the goal of the enterprise.

Principles of co-ordination:
The principles of co-ordination are enumerated:
(a) Principles of Direct Contact:
Co-ordination must be achieved through direct contact amongst the parties concerned. This would
avoid red-tapeism and ensure promptness.
(b) Principles of Continuity:
Co-ordination has to be a continuous process because various conditions keep on interchanging
and ever-changing.
(c) Principles of Early Beginning:
It is necessary to achieve coordination with early stages of planning and policymaking.
(d) Principles of Reciprocal Relationship:
All the factors like sales, production, management, finance in a situation must be reciprocally
related.

Office Management Function # 7. Motivation:

One of the most complex and a difficult process of a form of management is the process of
motivation.
Motivation is of two types:
(i) self-motivation and
(ii) external motivation.

Motivation means including a subordinate to work with zeal and zest with gusto and cooperate for
achieving the objectives of the organisation. The motivation system should satisfy the edge needs
of the group besides being flexible, competitive, productive and comprehensive.
If a motivational system has these characteristics it shall achieve the following in the
office:
(a) Helps for setting examples for sub-ordinates
(b) Keep the moral high
(c) Helps in disciplines
(d) Provides growth in stature and responsibilities
(e) Provides financial opportunities to the executives.

Reference: https://www.yourarticlelibrary.com/office-management/functions-office-
management/7-major-functions-of-office-management/68984

OFFICE MANAGEMENT SKILLS

In today’s modern businesses, office managers have become the backbones of the whole
setup. They are responsible for processes, procedures, documentation, communication,

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supervising, training, administration and making sure that the whole office is running smoothly.
Hence, to make sure everything functions at its best, they should be well versed in the
necessary office management skills.
If you want to bloom your career in office management then you should have some strong
management skills in your arsenal to take your career to a whole new level.
Aside from the functions of office management, here are 9 core office management skills which
we will dissect one by one here below.

Top 9 Office Management Skills

1.Planning skills
As an office manager, you should be pretty good at planning, ranging from office meetings,
handling the delegations, and other business operations within the organization to execute
everything efficiently on its proper time.

2. Administrative skills
As a part of your job, you will be responsible to do the other administrative tasks in the
organization. You will be responsible to hire new employees, fire the underperforming ones,
evaluate performance appraisal, training and supervising new employees. You will have to
make plans, schedule and attend meetings and perform other business operations as well.

3. Analytical skills
As an office manager, you should have some sort of analytical skills to do your job in the best
possible way. You should be well aware of the process, practices, and procedures to do your
job efficiently. You should be sharp in identifying any inefficiency and suggest the best possible
solutions which will contribute to the company growth.

4. Computer skills
As an office manager, you should have strong hands-on practice on computer skills ranging
from the word processor to excel and powerpoint because you could be asked to do a range
of tasks depending upon your job specifics such as data entry, making sheets in excel and
creating and presenting in powerpoint.
You should be at best in doing your day to day office management computer operations
accurately, efficiently and in a professional way. So your arsenal should be equipped with the
desired computer skills because a tremendous amount of responsibility falls on the office
managers.

5. Communication skills
As an office manager, you should have strong communication skills as you would be the first
person to see the visitors coming in case the respective professionals are out from the office.
You will have to delegate the work as well within the organization and also give attention
simultaneously to the other tasks.

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You will have to communicate effectively within the organization both verbally and written in a
friendly, efficient and professional way to make sure everything goes just fine. You will play the
role of a bridge between the employees working in the organization.

6. Time management skills

As part of your job, you should have excellent skills in time management in order to utilize
every minute of your duty to its fullest potential and squeeze out the maximum o utcome. You
should be able to properly allocate and handle every task on time without any wastage of time.

7. Out of the box thinking

As an office manager, you should think out of the box to cater to every business task effectively
that can contribute towards the organization growth both in the short term and the long.

8. Leadership skills
As an office manager, you will always lead from the front to make ensure everything is going
just fine within the organization. You will have to motivate the employees to get them to produce
the best work results possible. Developing leadership skills will help you in better office
management.
You will have to make teamwork happen and helping others to communicate well with one
another in the organization to create a healthy and productive company culture. You have to
set the standards for everyone in the organization to put the things up on the right track.

9. Interpersonal Skills
As part of your job, you should have social skills towards your employees involved in the
company or outside visitors. You should use a positive approach and attitude which will result
in great teamwork.

Reference: https://zoetalentsolutions.com/9-office-management-skills/

A Final Word on Office Management

Regardless of your industry, the work you do matters. Our work powers the products we use, the
places we live and visit, and the services that support our lives. From the smallest or most frivolous
products to the most essential services, the work your company does facilitates something
important to the human experience. It follows, then, that your role as an Office Manager, is no
small feat. By powering how your people perform, you have an inexorable connection
to what your company provides to our world. That’s a big deal.
As a whole, and individually, there’s little separation between what we do and who we are. We
identify with our work. We spend a big part of our lives at work. Our colleagues become our friends
and our managers become our mentors. What you do to ensure positive collaboration, workplace
security and comfort, and encourage employee growth is essential to the success of the
organization. While other managers measure success through KPIs and cash flow, it’s your
responsibility to put people first and measure success in a thousand small ways that really add
up.

Reference: https://www.eden.io/blog/office-management-guide

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Activities

Instruction: Answer the following questions in not more than one paragraph. Be brief and
direct to the point. Use proper referencing for your answer to acknowledge the source. Example
is given below:
Sample question: What is Human Resource Management?
Sample answer: Human Resource Management is the strategic approach to the effective
management of people in a company or organization such that they help their business gain a
competitive advantage. It is designed to maximize employee performance in service of an employer's
strategic objectives (Wikipedia).
If there is a specified author cite the surname and year it was published or written based from the
article/s you read. Example (Arenque, 2020).

If on the other hand your answer is based from your own understanding and wordings, no need to
use referencing. You may also use a combination of your own statement supported by the reference
you will read either from a website, book or other references.

Activity 1. Chapter Exercises

1. Explain the significance of office management.
2. Explain the functions of a modern office.
3. Bring out the various elements of management.
4. State the qualities required for an office manager and discuss the changing role of office
manager.
5. Enumerate the various activities of a modern office.
6. Explain the differences among systems, procedures and methods.
7. Discuss the role of office manager in systems and procedures.
Activity 2. Action Plan
Think of a business enterprise and imagine that you are already the office manager. Propose a
sample effective office system that you think would fit and best benefit your organization. Justify
what makes the plan reasonable enough to be adopted by the firm. A guide and template will be
sent to you via google classroom.

Reminders

Your answers to all activities should be encoded using Arial, font size 11, single space. A
handwritten output may also be accepted. Use short size of bond paper for your answers. You
may send a soft copy of your answers via Google Classroom or a hard copy of which, personally,
within the scheduled date specified therein. Please be guided accordingly.

Discussion/Processing/Assessment

Modular activity will be done on the first week of the schedule for this lesson. Discussion proper
will commence on the second week of the schedule, preferably every other Saturday, 5:00-8:00

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PM, via online platform, such as Google Meet or Zoom. Everyone is encouraged to participate,
to ensure the following:
1. Discussion and clarification of concepts
2. Quiz/Chapter Test
3. Other activities

Grading System

Class Participation: 60%

Quizzes/Chapter Test: 30%
Module and Portfolio: 30%
Major Examination (MidTerm & Final): 40%
TOTAL 100%

References

1. Office Management by Balachandran and Chandrasekaran, pp. 1-21; 79-95

2. https://www.eden.io/blog/office-management-guide
3. https://zoetalentsolutions.com/9-office-management-skills/
4. https://www.yourarticlelibrary.com/office-management/functions-office-management/7-
major-functions-of-office-management/68984
5. https://accountlearning.com/office-management-meaning-definition-elements/
6. Any reliable websites on Office Systems and Technologies related searches and topics

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 Lesson 2. Intended for Week 4 & 5.
The Office Environment: Accommodation and Layout

Overview/Introduction

The main purpose of an office environment is to support its occupants in performing their jobs.
Work spaces in an office are typically used for conventional office activities such as reading,
writing and computer work (Wikipedia). As such, an office personnel must learn proper work
balance in order to maintain a working environment that is conducive, safe and with positive
ambiance. This lesson would deal on the importance of having basic knowledge and skills to
promote and maintain a harmonious working environment that would promote mental and
physical stability for the office professional while working.

Course Outcomes

1. Define the concepts of office systems and technologies

2. Identify the necessary skills and required competencies of managing office
3. Provide knowledge, skills and tools in office management activities in a systematic
manner.
4. Deliver efficient and effective services, by ensuring better office management.
5. Adopt new methods and techniques in office management.
6. Design effect processes for office operations

Learning Outcomes

At the end of the lesson, you would be able to:

1. Familiarize with the different office layouts

2. Appraise a sample office layout and environment
3. Propose and design a sample office layout which promotes a conducive working
environment

Course Materials

Read the following references:

1. Office Management by Balachandran and Chandrasekaran, pp. 47-76.
2. Any reliable websites on Office Systems and Technologies related searches and topics

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OFFICE ACCOMMODATION

It is the process of selecting appropriate building in a favorable location, establishing different

sections and departments, proving or arranging resources in a scientific way. The purpose of
office accommodation is to create sound working environment and to bring efficiency and
rapidness in office work. It is important for both employees and outsider. Office employees spend
a long time office. Bad accommodation can cause boredom and frustration among employees.
Bad environment also may cause bad impression to outsiders.

Selection of office building

1. Shape and size of office building

It is one of the major factors that should be considered while selecting office building. It
should have adequate space to accommodate all machines, equipment, and employee
with furniture and enough space for flexibility. It should be considered taking the base of
both present and future needs.

2. Lighting and ventilation

An office building should have adequate lighting and ventilation. It helps a lot to increase
efficiency and enhance worker’s morale. Well lighted and ventilated accommodation puts
less pressure on the employees and also reduces the physical and mental strain and
consequently the efficiency is higher.

3. Convenience to customers and employees

While selecting office building it should consider the convenience of customer and
employees. It should not be far from the related trade center, must have proper toilet and
canteen services and food hospitality and utilities.

4. Cost
The cost of building effects on total budget of organization. The building purchased or built
must be within the budget of organization. There should be balanced between
requirement of space, capacity of the organization and the cost for covering the expanses.

5. Flexibility
Flexibility of office building in its shape and size should be considered while selecting the
office building. It must also match the nature of organization.

6. Layout facility
The efficiency of men and machine depend upon the layout. The proper layout makes
office attraction. For this furniture, machine and other goods are necessary. This also
helps in the internal arrangement of office.

Selection of office location:

1. Nearness to customer: The office should be accessible to customers. They do not like
long distances to make business inquiries. The office should be accessible to other parties
who are in regular contact.

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 2. Nearness to related business: It is desirable to locate the office near the offices of
related business. It should be established in the same line of trade.
3. Availability of infrastructure: The infrastructure should be available in office location. It
consists of transport, communication, power, water and parking facilities.
4. Nature of business: The nature of business affects location of office. Office of
manufacturing business in located near the source of raw materials, labor and service
facilities. Office of trading and banking business is located in commercial centers near the
customers. Office of perishable goods business is located near the market for such goods.
5. Availability of human resources: Needed human resources should be available for
office. They can be skilled, semi-skilled and unskilled. All facilities must be available for
employees
6. Environment: The office location should have healthy environment. It should not be near
polluted rivers or waste disposal sites. It should be free from noise, dust and pollution.
7. Cost of space: Sufficient space should be available at reasonable cost for the office.
Space should be available for future expansion.
8. Government laws: The selection of location should comply with government laws and
regulation at national and local levels.

OFFICE LAYOUT

Meaning of Office Layout

It is systematic arrangement of office amenities. It is arrangement of staffs, machines, equipment,
furniture and other physical facilities within the limit of available floor space. Its purposes are to
utilize space in the best possible manners, to make the outlook of the office attractive and to
increase efficiency of the staff. It is defined as arrangement and placing of men, material,
machines and money to the optimum level.

Main aims of Office Layout

• To utilize the floor space properly

• To run the office work smoothly
• To help for the motivation of person.
• To help for the minimization of physical hazards and accident
• To make proper supervision
• To maintain the attractiveness for impressing the customers and visitor.
• To try for the provision of comfort and satisfaction of employees
• To help to provide security

Principles of office layout

1. Principle of flow of work:

It is the layout which helps for smooth and effective flow of office works. Simple, easy
and prompt work flow and essential for work progress

2. Principle of free movement and observation:

Office layout should allow the free movement of employees. There should also be proper
supervision and observation of works of movement too

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 3. Principle of effective supervision:
There should be free supervision of flow of works, movement of personnel, cost,
wastage, balance of budget, quality of office works etc.

4. Principle of departmental relationships:

For the office layout related departments are inter related and those inter related
departments should be placed side by side.

5. Principle of flexibility:
Office should be flexible enough to facilitate the expansion in the future.

6. Principle of maximum utilization:

As the time flows, there is increase in cost of every thing as per the situation of the
economy if the country and the area where office is established. There are very fewer
cases of deflation basically in developing countries. Therefore, when office is set up then
there must be maximum utilization of employees, materials, space, machines and
resources. There should be reduction of wastage.

7. Principle of pleasing appearance:

Interior design, lighting, ventilation and cleanliness should be maintained. Office must be
well furnished and pleasing enough to make it attractive to all the customers and visitors

8. Principle of good ventilation:

Office must have enough doors, windows, and ventilation for constant supply of fresh air.

9. Principle of good lighting:

Office should try to provide natural light that is sunlight. Dark places should be avoided
for establishment of office.

10. Principle of safety:

An office layout must be based on the safety. It should reduce office accidents like theft,
fire, damage and so on. Office machine must be implemented properly

11. Principle of service facilities:

There must be provisions of good canteen, lights, lifts, telephone, and toilets.

12. Principle of providing private offices:

In an office. Separate rooms should be provided to some important employees. If the
work is confidential in nature then private room should be provided. It is better to use
movable partition to provide privacy

Steps in Designing Office Layout

1. Securing the blue print of the organization

It is the first step to secure the blue print of office building to know about the space
available of office works. It should be secured from top management. Its blueprint is not
available then the space should be measured and the sketch of building should be made

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 2. Assessing the need of the organization
Need of all department should be identified. Managers should consult the department
heads to access space requirement. Number of employees, method and nature of
works, equipment and machines. Present and future requirement should be determined.
It is the second step of designing the layout

3. Arranging templates:
It is the third step in designing the office layout. The manager should prepare model
known as template. Templates are thin plates of board or metal that represents actual
space with decorations. They provide tentative design of office space. Several
adjustments, change might me made before final model is finalized.

4. Indicating the electric wiring:

While designing the office layout, electric wiring should be properly managed. The
location should be properly wired to avoid the risk of short circuits and fluctuation of
voltage.

5. Submitting the plan to top management for approval:

After making plans and policies, it is submitted to the various departments. The plans
must be discussed with the departmental heads and supervisors. They check the plans
and finally approve it. Then only the plans are ready to be implemented

Reference: https://tyrocity.com/topic/office-accommodation-and-layout/

OFFICE LAYOUT

What does this office layout mean?

It is nothing but the arrangement of furniture, supplies, equipment, procedures and things
necessary for work in a proper manner in the available space, that would give maximum output.
Here we have discussed a few types and importance of office layout.

Define Office Layout:

It is nothing but positioning or organizing all the office needs and resources in the space
available.

As per Hicks and Place, “The problem of layout relates to the arrangement in the space
involved so that all the equipment, supplies, procedures and personnel can function at
maximum efficiency”.

Choice of Office Layout:

For an office layout, the office management has to first decide the location, which is very
important. The location can be at any urban centre or any suburbs a little away from the city.
When making such a decision, you need to look for things that are linked to it like transport,
resources nearby etc.

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Nowadays, in western countries, most of the businesses are choosing suburbs as their location
to set up offices. It has turned out as a trend.

Some of the reasons for it are,

1. High cost:
When compared to the city, the suburbs are cost-effective and low for office space.

2. Congestion and Overcrowding:

Cities are more crowded whereas suburbs are not that dense in terms of population

3. Growing Transport Facilities:

Commuting facilities have been grown unlike earlier days.

4. Communication Facilities:
The maintenance cost is low in suburbs and also the different communication facilities have
helped companies to locate in suburbs from cities.

Factors Affecting Office Layout:

After the choice of office location is done, there are few factors that we need to look at when
choosing a proper office space. Some of the top factors are,

• The office should comprise of the minimum required space

• Localization effects
• Factor of taxes
• Healthier surrounding
• Availability of various services
• Transport availability

What is the Importance of Office Layout?

Work that needs to be executed for each type of task requires the necessary equipment within
the allotted space. The office layout has to be designed in such a way that it is comfortable as
well as functional.

A lot of money and time is invested in designing those layouts. There are various reasons behind
the need of having a proper office design layout.

1. Impacts morale:

Studies have shown that the layout of an office impacts employee morale which affects the
functioning. When we say layout, it does not imply only the décor and facilities, but the

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relationships between people who work there and the general environment. Often this is referred
to as ergonomics.

2. Impacts business:

As layout has an impact on the morale, it directly impacts the efficiency and thereby the business
success rate. The more the people working there are happy, the better is the output. This is a
direct link to the business success factor.

3. Way the work is done:

The traditional style of work like working at one desk or work executed by only one person has
been replaced by a re-engineered organizational structure. The work or task at this modern age
has changed due to globalization that is governed by the use of information technology. The
tremendous developments in this technology have impacted the office working hours and way to
perform the tasks.

4. Manage changes:

Businesses are prone to changes to manage the pressure of the market needs. To keep up with
it, layouts are effective only when the changes can be accommodated within. Hence, having
simpler layouts helps businesses to re-design whenever needed so that it does not affect the
tasks being executed or the work done.

5. Increase productivity:

Using office space effectively is important while designing office layouts. It should be such a way
that it does not delay the work and job gets done quicker consuming less time. In other words,
the flow of work is not interrupted.

6. Facilitate Supervision:

When office accommodation and layout is designed to place managers or supervisor closer to
their teams, they can meet or discuss issues immediately and get solutions. Communication gets
smoother and quicker.

How?

There would be a reduced number of internal memos or emails or movement of staff. The working
conditions would be better as their workstations are placed in relation to their work and needs.

7. Effective use of equipment:

Designing office equipment properly is indeed very important so that it is not underused or
overused. Providing at the place where the work needs to be completed is crucial. The power

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consumption is evenly distributed and the noisy equipment is placed away from workplaces where
silence is required.

Hence, you would now know that the positioning of workstations is crucial. For this you need to
pay attention to some of the issues like the provision of sufficient space, assessing the needs of
staff, the design of workstation; in short complete office design.

What are the Objectives of the Office Layout?

The minimum standards to be followed are:

1) To ensure the proper utilization of space so that the spaces provided are effectively used.
2) To ensure that workflow is uninterrupted and there is the maintenance of steady flow.
3) To ensure that managers can supervise their team members in a better way.
4) To be able to provide a comfortable work environment which brings satisfaction.
5) To enable better communication between the team members.
6) To provide a safe working environment.
7) To have provisions for future expansions.

Principles of Office Layout:

The main principle behind the office layout design should be such that it occupies the available
space in an economical way so that the aim and objectives of the organization or business is
achieved.

The layout must be effective such that the workstations are planned to be positioned such that
data is being transmitted with minimal costs and information can flow with minimum delays or
without interruption.

The workstation has to be provided with items necessary for executing the job. Care has to be
taken for storage of information and documents. Listed are some of the principles to be taken
care while designing

1. Natural lighting:

Designing offices that face the north or east gets more of natural lighting. It avoids more
consumption of power.

2. Placing computers:

Desks having computers or desktops must be placed in such a way that staff sitting at it must not
have their backs or faces to the windows.

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3. Designing work tables:

It is preferable to seat staff not facing each other. It is said to disrupt work. Besides having
minimum intrusion is better. Also reducing the field of vision of employees to other employees will
reduce distraction.

Also, they need to be provided with adequate lighting, ventilation, and ergonomic chairs and
tables to prevent eyestrain and muscle aches.

4. Flow of work:

By carefully studying the sequences of the tasks to be done, the design of the workspace is
imitated. If the person has to go back and forth in the space it will bring frustration and reduce
output. Ensure that the flow of work is smooth and in one direction.

5. Pleasant:

The most important of all the aspects is that design should be aesthetically pleasant. Do not
concentrate on functionality alone but also on its looks. Space has to be optimally used.

6. Provision of tools:

Assignments are completed quickly if they have the necessary space and tools to perform them.
The work station should be spacious enough to accommodate their files, papers and their
documents. Having copiers and printers closer to them is better to avoid them frequently moving
out and wasting their time.

7. Grouping:

Placing the same functional type of work together or closer to each other will help to reduce time
wastage. The employees have the freedom to consultation and information easily so that work is
handled efficiently. Hence, it is better to list out the functions or tasks that employees perform and
design the office planning and layout accordingly.

8. Open a private space:

The employer needs to verify which tasks require collaboration with one another and which set of
tasks require concentration. Based on this, specific cubicles are designed with open or low
separators and others with separate cubicles or traditional with closed doors. Making a separation
between the two types is essential

9. Informal and formal spaces:

Every workspace does require employees to take breaks in between work. For this, communal
spaces are designed that is closer to the work stations. These informal communal spaces are
often built with more space to accommodate large numbers during coffee or lunch breaks. The

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informal communal spaces meant for conferences or meetings are often placed away from busy
workspace that is noisy.

10. Security:

As it is aware that information is very critical to any business, care needs to be exercised to define
a level of security and norms for workstations processing data. Mainly the storage of confidential
and sensitive data has to be placed away from main workspace and protected.

11. Reducing risk:

Designing has to be such that it reduces the risk of accidents or falls. Allowing ergonomic norms
of wiring and placing of tables, chairs, and work stations provide safe working conditions. The
safety would be maintained.

12. Reduce distances:

While figuring out the workspace the distance between movements of each task has also to be
considered. Movements like walking, carrying, pulling consumes time and energy. It causes
exhaustion thereby reducing effectiveness. Hence, distances has to be reduced to minimize costs
and energy.

What are the Different Types of Office Layouts?

The office layouts are broadly classified as general office layouts and private office layouts. The
latest layouts are combination offices, a co-working office, narrative layouts, nodal layouts,
neighborly office, and nomadic office.

When talking about “what are the types of office”, the general office layouts are of two types

• Open plan office layout

• Landscape office layout

1. Open plan office layout:

As the name indicates, the open office plan layout does not have walls or separators or passages.
Cupboards, shelves screens, cabinets serve as separators between workstations. All staff are
seated in the same direction. This is useful for teams and employees who are working on a similar
project.

The advantages of open plan office are:

1) To reduce costs and saves space.

2) To facilitate communication as there are no phone calls and fewer memos.
3) To adapt to changes

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4) To help supervise all staff
5) To increase the effectiveness of heating, lighting
6) To motivate staff within a group.

The disadvantages of open plan office are:

1) Distracts people from work due to noise

2) No privacy for confidential matters
3) Impersonal atmosphere.
4) The spread of infections is easier

2. The landscape office layout:

The concept is the same as open plan layout with the only difference being that the staff are
seated in different directions unlike in open plan style. It was not preferred much as it did not give
privacy and the staff working in such layouts complained of being exposed to noise and
continuous movement of people around them.

It was also said to have destroyed the conventional forms of politeness and being civil. It later
was referred to as ‘modified\ open plan style’ with plants around and preassembled cubicles that
can be moved accordingly to accommodate more people.

The private office layout:

The private office layout refers to cellular styles where the interior walls stretch from floor to the
ceiling. The space is normally occupied by one person, but depending on the company’s budget,
two or three are accommodated. But mostly it is preferred seating for senior management to give
privacy.

Though it is considered as a privilege and prestigious to occupy, these type of offices are indeed
a valuable place as it indicates a high level of confidence in the work of the occupants. The private
offices are often given where privacy and confidentiality is required.

Besides, these offices are secured well through proper locking systems. These types of offices
are lined along passages or sometimes ad hoc according to space.

The combination office:

It is a combination of open and cellular types where the individual and multicellular types co-exist.
The offices surround the common spaces instead of being connected through hallways. This
helps for individuals to concentrate or focus on work and also allow communication within the
team, denoting the person(s) has to perform solo and group activity.

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Co-working office:

With laptops replacing personal computers, employees are increasingly becoming mobile with
their work. The arrangement where the office is considered as a common sharing place where
employees come and go. The worker is exposed to an open office style with no specific allocation
of desks.

It’s suitable for self-employed where the individuals can pay a small fee. This helps them to
interact with customers and also enjoy networking.

The narrative office:

As story narrates about the character in depth, so does this style of layout that describes the
‘brand’ of the company. This approach is to make the office itself get involved in the marketing of
its brand wherein all the staff are considered as brand managers or front line staff.

The nodal office:

The office is designed such a way that it is considered as a hub or node for knowledge where all
other offices are connected.

The neighbourly office:

Here the office is designed to give a look like a familiar neighbour with a landscape with it. It gives
a feeling of being social.

The nomadic office:

As the name itself suggests, the office design principles are typical of nomad style wherein the
workspace is distributed within.

Advantages of a Good Office Layout:

1. Better Goodwill
2. Better Morale
3. Reduction of Cost in Office Maintenance
4. Economic Stabilization
5. Promotes Efficiency
6. Improves Quality of Supervision
7. Best Uses of equipment and Machines and Equipment
8. Speeding of Inter-department Communication

https://content.wisestep.com/office-layout-types-importance-principles-objectives/
5S

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5S is a system for organizing spaces so work can be performed efficiently, effectively, and safely.
This system focuses on putting everything where it belongs and keeping the workplace clean,
which makes it easier for people to do their jobs without wasting time or risking injury.

5S Translation
The term 5S comes from five Japanese words:
• Seiri
• Seiton
• Seiso
• Seiketsu
• Shitsuke

In English, these words are often translated to:

• Sort
• Set in Order
• Shine
• Standardize
• Sustain

Each S represents one part of a five-step process that can improve the overall function of a
business.

The Origins of 5S – 5S & Lean Manufacturing

5S began as part of the Toyota Production System (TPS), the manufacturing method begun by
leaders at the Toyota Motor Company in the early and mid-20th century. This system, often
referred to as Lean manufacturing in the West, aims to increase the value of products or
services for customers. This is often accomplished by finding and eliminating waste from
production processes.

Lean manufacturing involves the use of many tools such as

5S, kaizen, kanban, jidoka, heijunka, and poka-yoke. 5S is considered a foundational part of the
Toyota Production System because until the workplace is in a clean, organized state, achieving
consistently good results is difficult. A messy, cluttered space can lead to mistakes, slowdowns
in production, and even accidents, all of which interrupt operations and negatively impact a
company.

By having a systematically organized facility, a company increases the likelihood that production
will occur exactly as it should.

Benefits of 5S

Over time, the 5S methodology leads to many benefits, including:

• Reduced costs

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 • Higher quality
• Increased productivity
• Greater employee satisfaction
• A safer work environment

What Are the 5 S's?

The 5S concept might sound a little abstract at this point, but in reality it's a very practical,
hands-on tool that everyone in the workplace can be a part of.

5S involves assessing everything present in a space, removing what's unnecessary, organizing

things logically, performing housekeeping tasks, and keeping this cycle going. Organize, clean,
repeat.

Let's take a closer look at each of the parts of 5S.

Sort

The first step of 5S, Sort, involves going through all the tools, furniture, materials, equipment,
etc. in a work area to determine what needs to be present and what can be removed. Some
questions to ask during this phase include:

• What is the purpose of this item?

• When was this item last used?
• How frequently is it used?
• Who uses it?
• Does it really need to be here?

These questions help determine the value of each item. A workspace might be better off without
unnecessary items or items used infrequently. These things can get in the way or take up
space.

Keep in mind the best people to assess the items in a space are the people who work in that
space. They are the ones who can answer the above questions.

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When a group has determined that some items aren't necessary, consider the following
options:

• Give the items to a different department

• Recycle/throw away/sell the items
• Put items into storage

For cases when an item's value is uncertain—for example, a tool hasn't been used recently, but
someone thinks it might be needed in the future—use the red tag method. Red tags are usually
cardboard tags or stickers that can be attached to the items in question. Users fill out
information about the item such as:

• Location
• Description
• Name of person applying the tag
• Date of application

Then the item is placed in a “red tag area” with other questionable items. If after a designated
amount of time (perhaps a month or two) the item hasn't been used, it's time to remove it from
the workspace. It's not worth hanging onto things that never get used since they just take up
space.

Tip: Set a reminder—on your phone or computer, or posted somewhere in the workspace—to
check back in with the red tag area so it doesn't get forgotten.

Set in Order

Once the extra clutter is gone, it's easier to see what's what. Now work groups can come up
with their own strategies for sorting through the remaining items. Things to consider:

• Which people (or workstations) use which items?

• When are items used?
• Which items are used most frequently?
• Should items be grouped by type?
• Where would it be most logical to place items?
o Would some placements be more ergonomic for workers than others?
o Would some placements cut down on unnecessary motion?
• Are more storage containers necessary to keep things organized?

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During this phase, everyone should determine what arrangements are most logical. That will
require thinking through tasks, the frequency of those tasks, the paths people take through the
space, etc.

Businesses may want to stop and think about the relationship between organization and larger
Lean efforts. What arrangement will cause the least amount of waste?

In Lean manufacturing, waste can take the form of:

• Defects

• Waiting time
• Extra motion
• Excess inventory
• Overproduction
• Extra processing
• Unnecessary transportation
• Unutilized talents

Tip: For the purposes of 5S, specifically consider how the layout and organization of an area
could increase/decrease waiting time, motion, and unnecessary transportation.

Shine

Everyone thinks they know what housekeeping is, but it's one of the easiest things to overlook,
especially when work gets busy. The Shine stage of 5S focuses on cleaning up the work area,
which means sweeping, mopping, dusting, wiping down surfaces, putting tools and materials
away, etc.

In addition to basic cleaning, Shine also involves performing regular maintenance on equipment
and machinery. Planning for maintenance ahead of time means businesses can catch problems
and prevent breakdowns. That means less wasted time and no loss of profits related to work
stoppages.

Shining the workplace might not sound exciting, but it's important. And it shouldn't just be left up
to the janitorial staff. In 5S, everyone takes responsibility for cleaning up their workspace, ideally

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on a daily basis. Doing so makes people take ownership of the space, which in the long run
means people will be more invested in their work and in the company.

Tip: How to clean may seem obvious, but make sure people know how to properly Shine their
spaces. Show employees—especially new employees—which cleaners to use, where cleaning
materials are stored, and how to clean equipment, particularly if it's equipment that could be
easily damaged.

Standardize

Once the first three steps of 5S are completed, things should look pretty good. All the extra stuff
is gone, everything is organized, spaces are cleaned, and equipment is in good working order.

The problem is, when 5S is new at a company, it's easy to clean and get organized…and then
slowly let things slide back to the way they were. Standardize makes 5S different from the
typical spring-cleaning project. Standardize systematizes everything that just happened and
turns one-time efforts into habits. Standardize assigns regular tasks, creates schedules, and
posts instructions so these activities become routines. It makes standard operating
procedures for 5S so that orderliness doesn't fall by the wayside.

Depending on the workspace, a daily 5S checklist or a chart might be useful. A posted schedule
indicating how frequently certain cleaning tasks must occur and who is responsible for them is
another helpful tool.

Initially, people will probably need reminders about 5S. Small amounts of time may need to be
set aside daily for 5S tasks. But over time, tasks will become routine and 5S organizing and
cleaning will become a part of regular work.

Tip: Visual cues such as signs, labels, posters, floor marking tape, and tool organizers also play
an important role in 5S. They can provide directions and keep items in place, in many cases
without words.

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Sustain

Once standard procedures for 5S are in place, businesses must perform the ongoing work of
maintaining those procedures and updating them as necessary. Sustain refers to the process of
keeping 5S running smoothly, but also of keeping everyone in the organization involved.
Managers need to participate, as do employees out on the manufacturing floor, in the
warehouse, or in the office. Sustain is about making 5S a long-term program, not just an event
or short-term project. Ideally, 5S becomes a part of an organization's culture. And when 5S is
sustained over time, that's when businesses will start to notice continuous positive results.

Tip #1: To help sustain 5S practices, make sure all new employees (or employees who switch
departments) receive training about their area's 5S procedures.

Tip #2: Keep things interesting. Look at what other companies are doing with 5S. New ideas for
organization can keep things improving and keep employees engaged.

Safety – The 6th S

Some companies like to include a sixth S in their 5S program: Safety. When safety is included,
the system is often called 6S. The Safety step involves focusing on what can be done to
eliminate risks in work processes by arranging things in certain ways.

This might involve setting up workstations so they're more ergonomic, marking intersections—
such as the places where forklifts and pedestrians cross paths—with signs, and labeling the
storage cabinet for cleaning chemicals so people are aware of potential hazards. If the layout of
the workplace or the tasks people perform are dangerous, those dangers should be reduced as
much as possible. That's what the sixth S focuses on.

Some people consider safety an outcome of performing the other five S's appropriately, and as
a result say a sixth S isn't necessary. They think if the workspace is properly organized and
cleaned and uses helpful visual safety cues, a separate safety step is unnecessary.

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Neither approach to safety is right or wrong. But however a business wants to approach safety,
it should be aware that paying attention to safety is important.

Tip: If mishaps and accidents do happen, stop to consider whether a 5S improvement could
have prevented it. Could less clutter, cleaner walking surfaces, or better signs and labels have
made a difference?

Getting Started with 5S

Even though 5S is a fairly simple concept, beginning a new 5S program can feel daunting. It's
like undertaking a big cleaning project in the garage or the basement at home; there's a lot of
stuff to deal with, and getting started probably doesn't sound fun.

Start with practical steps such as deciding which departments and individuals will be involved,
what training is needed, and what tools to use to facilitate the process. Determining these
concrete things will help begin the process of 5S implementation.

Who Should Participate in 5S?

Here's the short answer to this question: everyone. If a department is starting 5S, managers and
all other employees should be included. If anyone is left out, this could lead to confusion or to
messes that people don't want to take ownership of.

It is possible that some people will play a bigger role in 5S than others, which is fine. There
might be 5S coordinators who are in charge of installing and maintaining 5S labeling, keeping
tracking of assigned tasks, or introducing new department members to the 5S system. These
people will obviously spend a lot of time thinking about 5S compared to others. Everyone should
think about 5S regularly, though. 5S might initially take place as an event, but ideally it becomes
a part of daily work for everyone.

It's also important to remember that company leaders should participate in 5S, especially if 5S is
a company-wide effort. When people see their superiors taking 5S seriously by participating in
it, they'll be more likely to take it seriously, too.

5S Training

Anyone who will participate in 5S activities needs to receive training. This could be done in a
classroom setting, with a training DVD, and/or through hands-on activities. A demonstration of
how 5S could occur at a workstation might also be useful.

For employees to understand why the company is going to start using 5S and why it's important,
they should be given a brief history of 5S, its parts, and its benefits.

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It's quite possible that the way 5S is carried out at one organization or even one department will
be different from others, so groups performing 5S for the first time may need to work out the
best way to perform the steps of 5S in their spaces.

In any case, everyone should receive training when 5S is new, and then any new employees
who come onboard later should receive training about 5S as well.

5S & Visual Communication

A key part of 5S is that it makes spaces cleaner and therefore easier to navigate. That means
people can more easily get their work done. Visual communication tools such as labels, floor
markings, cabinet and shelf markings, and shadow boards can make navigating spaces even
simpler. Plus, these tools can help keep the workspace organized. A workplace that uses visual
management in this way is often referred to as a visual workplace.

Some common visual tools used in 5S are:

Floor Marking Tape
These tapes can be used to outline work cells, mark the locations where equipment or
materials are placed, or highlight hazards. They come in a variety of colors and patterns,
and can also be used on shelves, workbenches, cabinets, and other surfaces.

Labels and Signs

These visuals use text, colors, and symbols to convey information. They can indicate the
contents of drawers, call out hazards, or tell people where to store parts. Many styles
and sizes exist, and some businesses even choose to make these in-house with a label
and sign printer.

Shadow boards & Toolbox Foam

These visuals are helpful in workspaces with a lot of tools. Shadow boards use cutouts
of tools that are placed behind the spot where a tool hangs on a pegboard. Toolbox

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 foam works similarly, except it fits into a toolbox drawer. The tool's shape is cut out of a
top layer of foam, so a bright bottom layer of foam shows through. Both of these
methods highlight missing tools and tell people exactly where tools should be placed
when they're finished using them.

Businesses may choose to use some or all of these visual tools. All of them help achieve the
often-cited saying of 5S: “A place for everything, and everything in its place.” These tools make
it clear where things belong, so clutter doesn't become a problem so easily.

Tip: If you use color-coded floor markings, tapes, or other visual cues, make sure everyone
understands them. Post a color chart if necessary.

5S Outside Manufacturing – In Healthcare, the Office, or Government

5S originated in the manufacturing industry at Toyota and it has proven useful for manufacturers
in many industries, not just the automobile industry. In recent decades, 5S has moved beyond
manufacturing to other industries such as healthcare. Many offices also employ 5S, as do some
schools and other government organizations.

The basic steps of 5S can be applied to any workplace. An office can use 5S to keep supplies
organized, as can hospitals and medical clinics. 5S can even be used in a communal kitchen to
keep the fridge from filling up with expired food. It's really just a matter of determining what
workspaces and work processes will benefit most from improved workplace organization.

5S Example

Look at the example below to see 5S in action. Before 5S, spaces are cluttered and confusing.
After 5S, everything has an assigned place, which is often marked with floor marking tape,
labels, and other visual cues.

When 5S is used in the workplace, it's easier to detect abnormalities and spot potential
problems before they grow into significant issues.

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The Costs of 5S vs. Long-Term Savings

Business leaders considering using 5S may wonder if 5S is expensive to implement. Generally,

it's not. There may be an up-front investment in tools like floor marking tape and labels, and
some time does need to be spent on training and on 5S activities, which takes up employees'
time. In the long run, though, 5S makes processes run more smoothly and prevents mishaps,
and those things usually save businesses money.

Reference: https://www.5stoday.com/what-is-5s/

Activities

Instruction: Answer the following questions in not more than one paragraph. Be brief and
direct to the point. Use proper referencing for your answer to acknowledge the source.
Example is given below:
Sample question: What is Human Resource Management?
Sample answer: Human Resource Management is the strategic approach to the effective
management of people in a company or organization such that they help their business gain a
competitive advantage. It is designed to maximize employee performance in service of an employer's
strategic objectives (Wikipedia)
If there is a specified author cite the surname and year it was published or written based from the
article/s you read. Example (Arenque, 2020).
If on the other hand your answer is based from your own understanding and wordings, no need
to use referencing. You may also use a combination of your own statement supported by the
reference you will read either from a website, book or other references.

Activity 1. Chapter Exercises

1. “The layout sets the tempo of all office operations.” Explain.
2. How does office environment affects human behavior?
3. Discuss the factors influencing the environment of an office.
4. Explain the precautions to be taken to prevent physical hazards in the office premises.
5. Explain the concept and benefits of 5S in Office Management.
6. Construct a 5S Program that you can adopt to your daily office life.
Activity 2. Action Plan
1. Select a sample office and suggest/recommend ways to improve its physical set up. A
guide and template will be sent via google classroom.
2. Based from your recommendations, make a sketch of designing an office according to
standards. Show the before and after picture of your chosen office.

Page | 40
Reminders

Your answers to all activities should be encoded using Arial, font size 11, single space. A
handwritten output may also be accepted. Use short size of bond paper for your answers. You
may send a soft copy of your answers via Google Classroom or a hard copy of which, personally,
within the scheduled date specified therein. Please be guided accordingly.

Discussion/Processing/Assessment

Modular activity will be done on the first week of the schedule for this lesson. Discussion proper
will commence on the second week of the schedule, preferably every other Saturday, 5:00-8:00
PM, via online platform, such as Google Meet or Zoom. Everyone is encouraged to participate,
to ensure the following:
4. Discussion and clarification of concepts
5. Quiz/Chapter Test
6. Other activities

Grading System

Class Participation: 60%

Quizzes/Chapter Test: 30%
Module and Portfolio: 30%
Major Examination (MidTerm & Final): 40%
TOTAL 100%

References

1. Office Management by Balachandran and Chandrasekaran, pp. 47-76.

2. https://tyrocity.com/topic/office-accommodation-and-layout/
3. https://content.wisestep.com/office-layout-types-importance-principles-objectives/
4. https://www.5stoday.com/what-is-5s/
5. Any reliable websites on Office Systems and Technologies related searches and topics

Page | 41
 Lesson 3. Intended for Week 6 & 7.
Office Technology: Office Automation Management

Overview/Introduction

Nowadays, technological innovations have been tremendously dominating the world. In the office
functions, office automation becomes trend where varied computer machinery and software are
used to digitally create, collect, store, manipulate, and relay office information needed for
accomplishing basic tasks (Wikipedia). This lesson will lead the learners to explore different office
technologies that contribute for effective and efficient performance of task. They should take
advantage of these technologies but must also be cautious of several drawbacks of
mechanization scheme in the office so as not to undermine relationships and social obligations
one must maintain at work.

Course Outcomes

1. Define the concepts of office systems and technologies

2. Identify the necessary skills and required competencies of managing office
3. Provide knowledge, skills and tools in office management activities in a systematic
manner.
4. Deliver efficient and effective services, by ensuring better office management.
5. Adopt new methods and techniques in office management.
6. Design effect processes for office operations

Learning Outcomes

At the end of the lesson, you would be able to:

1. Identify the technologies utilized for effective and efficient office functions
2. https://kissflow.com/workflow/workflow-automation/5-essentials-in-office-automation/
3. https://www.encyclopedia.com/social-sciences-and-law/economics-business-and-
labor/businesses-and-occupations/office-technology
4. Propose and design sample of effective office technologies that must be utilized in an
office.

Course Materials

Read the following references:

1. Office Management by Balachandran and Chandrasekaran, pp. 159-188.
2. Any reliable websites on Office Systems and Technologies related searches and topics

Page | 42
What is Office Automation?

Office automation is the process of watching data flow around on its own without any human
intervention, inaccuracies, and errors. It is the process of using an automation tool to create,
collect, store, analyze, and share confidential office data that is required to accomplish basis day-
to-day routine tasks and processes effectively.

Technology has made a serious impact on the daily work of office administration. Emails have
replaced memos, shared drives have done away with filing cabinets, and biometrics have taken
over employee timesheet stamping. Many businesses think that they have attained office
automation nirvana simply by going paperless.

But office automation is a different ballgame altogether.

Using online forms and sending Google Calendar invites might mean that you’ve ditched a lot of
paper, but it doesn’t mean you are automated. It just means that instead of pushing around the
paper, you are pushing around data.

Handling work electronically doesn’t mean your office is automated.

What is an office automation system?

An office automation system is the tool that enables data to move from one system to another on
its own without human intervention and inaccuracies. These tools help organizations collect,
manage, and analyze securely to accomplish everyday tasks and processes. It optimizes and
automates existing business processes and procedures.

Why use an office automation system?

In today’s digital age, office automation systems offer an array of benefits for organizations of
every size. Powerful office automation systems reduce manual effort and store a large amount of
data in little space. They not only streamline day-to-day tasks but also speed up information
retrieval. Additionally, these tools improve process visibility and help businesses spot bottlenecks
easily.
On the other hand, you could be watching data flow around on its own – that’s automation.

Some of the biggest advantages of automating office workflows include:

• Reducing the manual effort to complete mundane tasks

• Cutting down on manual errors
• Shrinking the processing time for items
• Getting insights into process performance metrics
• Gaining greater process visibility and identifying potential bottlenecks
• Making sound business decisions based on data

Office automation adds efficiency to your workflows, but you need to look beyond emails and
digital forms to really embrace it.

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If you are looking for an office automation solution that can take your company workflows to the
next level, don’t settle for anything that doesn’t have these five essentials.

The five essentials of office automation tools

1. Easy workflow designer

Creating workflows used to be the domain of hard-core system coders. So, as workflow
software evolved, it assumed the people using it would be programmers as well.

However, a modern office automation system should start with the business user in mind, not the
coder.

When you sit down to trial an office automation tool, start off by making your own workflows. How
easy is it? Can you intuitively create the sequence of tasks needed to finish a process? If you
can’t figure it out within the first five minutes, you need to move on to the next option.

A piece of software shouldn’t determine how your business should set its operations. It should
instead aid your teams to strengthen the existing processes.

2. Mobile compatibility
Your office is mobile, and all your tools should be too. Whether you have remote workers or you
just want to check in while waiting for a flight, the office automation tool you choose should work
just as smoothly on someone’s phone while on a trip to China as it does on a PC at the main
office.

Your marketing campaign can’t be delayed a day just because you need to wait for Greg to get
back from his vacation in Machu Picchu.

You should be able to run your core processes from a secure cloud and never have to worry
about where your data is or who is protecting it. If you use an office automation tool like Kissflow,
then Greg can go over the marketing plan on his mobile from his hotel lobby in Peru and give his
nod before he goes on to take selfies with the llamas.

3. Integration with other software

Office automation software isn’t the only thing you are running. You’ve got your internal database,
a CRM, a marketing automation tool, and your financial software, and that’s just for starters. When
you’re reliant on so many systems, you need a tool that doesn’t just keep to itself.

Of all the software out there, office automation should be the easiest to integrate with your other
tools. If it doesn’t, you are stuck pushing data around from one system to another.
When doing an evaluation, see what kind of pre-integrations the office automation software
provides, or if it takes advantage of connecting to a tool like Zapier to open access to thousands
of other cloud tools.

4. Reports and analytics

How do you know if your office automation is yielding results? You can’t just evaluate process
performance based on how happy your team is. Data is the ultimate decision-maker, and it’s
important for your business to compare a process’ history, its speed, the outcome quality, etc.

Page | 44
Adopting another software to measure your workflow data is time-consuming and unnecessary.
Why not have a single piece of software that comes embedded with reporting and analytics
features? The best office automation products now come equipped with this feature as part of
their fundamental offering.

5. Access control options

Just like limiting entry to your office premises, you should also have access privileges set to all of
your business workflows.

A good workflow automation system understands this sensitive requirement and will have access
control as part of its integral features. Don’t overlook this capability when considering office
automation software for your business.

What are the functions of office automation software?

An ideal office automation software:

• Requires less space to store data

• Streamlines data storage and retrieval
• Retrieves information instantly
• Eliminates the need to preserve paperwork
• Removes any chance for data redundancy
• Allows multiple people to access data
• Reduces the possibility of errors

Save money, save time, step into the future

If you have been fooled into thinking your office is automated, when it’s really just digitized, It’s
time to upgrade your workflows and take the leap towards office automation.

Offices that automate can save a tremendous amount of time and money and let their workforce
focus on the things that actually bring value to the company. Try Kissflow today and see how far
you can go with office automation.

Reference: https://kissflow.com/workflow/workflow-automation/5-essentials-in-office-
automation/

Office Technology
Changing technologies—including personal computers (PCs), slide projectors, movie projectors,
overhead projectors, television monitors, videocassettes, videodisc players, multimedia systems,
and the Internet—have had a major impact on the office environment since the start of the
twentieth century. The ability to use technology is an essential skill in the ever changing workforce
of the twenty-first century.
The modern office has changed dramatically since the 1990s. Offices in today's society are
transmitting information via electronic mail (e-mail), electronic calendars, and teleconferencing,
as well as other electronic devices. Communication via technology is just as important as oral and

Page | 45
written communication in the work environment. Technology continues to play a vital role in
transforming the business environment.
Advances in technology have transformed the world of work. As the work environment has
changed, individual workers see how their work connects not only to their particular work place,
but to the entire value chain.
The backbone of technology is the local area network (LAN), a single-site computer network, or
the wide area network (WAN), which supports worldwide work groups. Both of these networks
provide tools for users to transmit data, graphics, mail, and voice across the network. LANs and
WANs enable distributed work teams to complete projects using groupware and decision support
systems.
Merging in the fast lane of the information super-highway of the twenty-first century world of work,
faster information systems, blink-of-an-eye access to the global marketplace, virtual offices, virtual
teams, and virtual organizations are coming into existence. The impetus is technology. The
technology explosion has transformed every level of business environment—from the typical
office worker to the chief executive officer (CEO), providing a challenge for all. Technology is
creating whole new genres of content. Office technology focuses upon office information functions
such as word processing, data processing, graphics, desktop publishing, and communication.

OFFICE SYSTEM
The invention of the PC in the 1980s altered the way computing power was distributed within an
organization—changing how companies were run, the ways in which information was created,
and the ways in which information was used by individuals in carrying out their jobs. The use
of word processing and spreadsheet packages made it possible for professional staffs to create
their own reports without having to go to a central typing pool or computer center. Prior to the
advent of the PC, secretaries typed letters, created reports, and organized information in files.
The nature of secretarial positions changed with the arrival of the PC, from a focus on document
creation and production to a focus on other kinds of administrative functions, as reflected in the
changing work patterns of the office.

Reference: https://www.encyclopedia.com/social-sciences-and-law/economics-business-and-
labor/businesses-and-occupations/office-technology

Activities

Instruction: Answer the following questions in not more than one paragraph. Be brief and
direct to the point. Use proper referencing for your answer to acknowledge the source. Example
is given below:
Sample question: What is Human Resource Management?
Sample answer: Human Resource Management is the strategic approach to the effective
management of people in a company or organization such that they help their business gain a

Page | 46
competitive advantage. It is designed to maximize employee performance in service of an employer's
strategic objectives (Wikipedia).
If there is a specified author cite the surname and year it was published or written based from the
article/s you read. Example (Arenque, 2020).

If on the other hand your answer is based from your own understanding and wordings, no need to
use referencing. You may also use a combination of your own statement supported by the reference
you will read either from a website, book, or other references.

Activity 1. Chapter Exercises

1. “Computers are giant monsters.” Explain.
2. Enlist and explain the merits and demerits of mechanization of office.
3. Classify office machineries. Explain in details.
4. What factors should be considered in selecting office machines.
Activity 2. Action Plan.
Choose one public and private office. Compare the available machines they have been using to
work. Interview one employee as to availability, completeness and functionality of these
machines and how these contribute for their efficiency. Also ask if the machines being provided
by their organization are enough for their needs to deliver results or if they have
suggestions/recommendations on the needs for other machineries or technologies. Ask the
reasons from them why they need such. A template on this will be sent via google classroom.

Reminders

Your answers to all activities should be encoded using Arial, font size 11, single space. A
handwritten output may also be accepted. Use short size of bond paper for your answers. Send
a soft copy of your answers via Google Classroom, or a hard copy of which, personally, within the
scheduled date specified therein. Please be guided accordingly.

Discussion/Processing/Assessment
Modular activity will be done on the first week of the schedule for this lesson. Discussion proper
will commence on the second week of the schedule, preferably every other Saturday, 5:00-8:00
PM, via online platform, such as Google Meet or Zoom. Everyone is expected to participate, to
ensure the following:
1. Attendance
2. Discussion
3. Quiz/Chapter Test
4. Other activities

Page | 47
Grading System

Class Participation: 60%

Quizzes/Chapter Test: 30%
Module and Portfolio: 30%
Major Examination (MidTerm & Final): 40%
TOTAL 100%

References

1. Office Management by Balachandran and Chandrasekaran, pp. 159-188.

2. https://kissflow.com/workflow/workflow-automation/5-essentials-in-office-automation/
3. https://www.encyclopedia.com/social-sciences-and-law/economics-business-and-
labor/businesses-and-occupations/office-technology
4. Any reliable websites on Office Systems and Technologies related searches and topics

Page | 48
 Lesson 4. Intended for Week 9 & 10.
Stationery Management

Overview/Introduction

Most Stationery Inventory Management is a system that is built to facilitate the

outgoing management of the stationery stock. The main objective of developing this system is to
help inventory operator of Most Stationery shop to manage their inventory in a systematic and
efficient way (ideas.repec.org). Proper use and disposal of stationery in an office has something
to do with productivity and cost. Thus, this lesson would lead to students learn different types of
office supplies and their role in managing these supplies in order for them to contribute for
efficiency and productivity of the firm.

Course Outcomes

1. Define the concepts of office systems and technologies

2. Identify the necessary skills and required competencies of managing office
3. Provide knowledge, skills and tools in office management activities in a systematic
manner.
4. Deliver efficient and effective services, by ensuring better office management.
5. Adopt new methods and techniques in office management.
6. Design effect processes for office operations

Learning Outcomes

At the end of the lesson, you would be able to:

1. Identify types of office stationeries

2. Identify techniques for effective office stationeries management
3. Propose and design ways how to become an effective front desk manager and how to
manage office stationery effectively and efficiently

Course Materials

Read the following references:

1. Office Management by Balachandran and Chandrasekaran, pp. 117-125.
2. https://www.yourarticlelibrary.com/office-management/office-stationary/office-stationery-
meaning-types-purchase-and-storage-office-management/69024
3. Reference: https://smallbusiness.chron.com/manage-office-stationery-42179.html

Page | 49
 4. https://accountlearning.com/guidelines-for-effective-stationery-handling-in-office/
5. Any reliable websites on Office Systems and Technologies related searches and topics

Office Stationery: Meaning, Types, Purchase and Storage| Office Management

Meaning of Office Stationery

A stationery, precisely the office stationeries, is a group of commodity which is used to, or which
is needed to, do the office job for completing the office job, as per the requirement and
specification.
Every office has to maintain certain records, both in the form of filings, and in the way and method
of information technology.
These records which has to be filed for a longer duration of time, has to be typed and preserved
for a longer duration of time. This gives birth to, or thus arises the need of office stationeries.

Office stationeries, broadly, can be divided into three categories:

As evident from the chart, the items, certain examples of which are stated, are classified into the
durable consumables and adhesives category.

Here a brief study and introduction is needed to distinguish between the durables and
consumables. Items like pin, clips are consumables and within no time these items are consumed,
however it is not sure and known when the entire packet of clip purchased will be consumed, and
at what point of time it will be consumed.

Hence till the moment it is not consumed it remains as it is—it falls into the consumable category.
The definition would make the understanding of the subject very clear. Consumables are those
items which are used by the office very quickly, in a very short period of time and which cannot
be re-used.

Durables are those items which find a constant use and which remain in its shape, form and size
for a very longer period of time. These items can be re-used or these are often used.
Adhesives are those items which are used to stick, paste or fix something. These items are usually
chemicals or made of chemicals used on a particular surface for affixing, or fixing or pasting a
commodity.

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Hence the definitions and explanations make it clear about the types of office stationeries used
in the office on day-to-day basis.
Types and Forms of Office Stationeries

Having discussed the three categories of stationeries mentioned above, let us study the type of
stationeries and the various forms of stationeries.

Papers
These are the following four types of papers which are occasionally and mainly used in any office.
A4 is smaller than A3 and A3 is smaller than A2 size of paper; B4 is smaller than B3 and B3 is
smaller than B2.

A4 and A3 paper are mostly used by every office located and situated at India. These papers are
manufactured and supplied by Gesteter (I) Ltd, JK Papers, Birla Papers etc.
These papers are specially used by the Government departments for typing etc. A3 papers are
used for typing the large documents which can be a statement chart etc.

B3 and B4 papers are slightly longer in length and breadth as compared to A4 and A3 papers.
These are thicker and a bit more denser as compared to A3 and A4 papers. These are basically
used for Xerox and for the purpose of duplicating etc.

Stencils
Stencils are of two types:
(a) The back cover stencils
(b) Without front cover stencils paper

The back cover stencil has a cover at the back. It has the main paper, in which certain dimensions
are inscribed on the front page, and is supported by a carbon paper in the middle. If any matter
has to be duplicated the stencil is inserted into the type-writer for typing. While typing, if there is
any mistake of words that has occurred, it can be corrected with a correction fluid and the spelling
or the words can be corrected easily.

Once the entire matter is typed then the back cover is torn off and the stencil is put or inserted
into the duplicator to get the duplicated copies, The other form of stencil paper is the without front
cover stencil. In this the front cover is not there at all and a carbon paper is affixed to the back
cover.

This is inserted in a scanning machine to scan the matter of duplication, so that the matter to be
duplicated is seen on the paper. After the matter is scanned, the carbon paper is inserted into the
duplicating machine, so that the duplicating matters are into our hand. The back cover here is
torn off before inserting the paper into the duplicating machines.

Carbons:
These are basically a paper which is black in color or blue in color at one side and a silver screen
forming layer in the other side. The silver screen side of the paper is inserted into the typewriter,
facing the characters of the typewriter, along with the paper in which the impression of the type-
writer or the matter to be printed is obtained.

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The character of the type-writer into the screen and the impression formed on the carbon is printed
on the paper. Carbons in India are manufactured by GESTETNER, J. K. PAPERS, CAMLIN (I)
LTD to name a few.
Erasers:
Erasers are obtained in two forms:
1. Fluids for correction
2. Whiteners for covering the spelling or words.

Fluids are liquids, made of chemicals, which are sprayed over the stencils, while typing a matter
on stencils duplicating. The fluid used over a spelling or a word typed by mistake forms a very
thin layer of screen and the layer is microscopic. This cannot be seen by an ordinary eye.

After the fluid dries up, the screen formed used on the word or the spelling typed wrongly also
dries up. Then the correct words are typed which are inscribed on the screen. This is how the
fluid helps in correction on a stencil paper.

Whiteners are commonly known as “Erax”. These come along with a thinner, which is used to
liquidity the whitener, if it solidifies when in contact with the air.
Whiteners are spread on the characters wrongly typed, or on the spelling wrongly typed, and it is
allowed to dry. Once dried, the same space is reset in the typewriter for retyping the words or the
character correctly.

Durables:
In the durables, the commodities like stapler, punching machines, paper weights etc. needs
neither any description nor any introduction. These commodities, if seen once, are good enough
to understand what are they and what is the mechanism.

These commodities are stored, used and maintained for a very longer duration of time, hence
they are known as durables.

Adhesives:
Adhesive are items like the tapes, quick-fix, etc. These are also made of chemicals and they are
used in the office for fixing certain envelopes, parcels etc. which have to go out of the office.

Purchase of Office Stationeries

A purchase of stationeries is generally done by two methods:
(1) Centralised Purchase or
(2) Decentralised Purchase.
Let us understand what is at first, the centralised system of purchase:

Now suppose the main office of the company, say TOMCO, is situated at Mumbai. It purchases
the stationeries from the main office, situated at Mumbai, and it supplies these stationeries to all
the offices, i.e., the Zonal Office, and the Area Office under the Zonal Office.

This system of purchasing the stationeries by the Main Office alone, for the entire office under it,
and supplying the stationeries to the various offices under it is known as centralised purchasing.
This system of purchase does not find favour nowadays, for purchasing items like the stationeries
etc. Hence the main office, which is also known as the Head Office, gives certain power to the
Zonal Office and the Area Office under the Zonal Office, to purchase the stationeries, as and
when required, under certain amount, which we call a “ceiling amount”.

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A ceiling amount is the amount fixed by the Head Office which entails the purchaser not to buy
anything above the amount that is fixed for spending on the particular head for that particular item.
This method of purchase, where certain limits are fixed by the Head Office for the offices under
them to buy certain items or commodities for office use, is known as the “Decentralised” system
of purchase.

Generally, all over the country, the purchasing of stationeries are done by the SYSTEM OF
DECENTRALISED purchases.

Types of Purchases of Office Stationeries:

Purchase of stationery in the office or the organisation is done by the following methods:
2. Purchase by the rate contract
3. Purchases by the DGS & D system
4. Purchases by Tenders.
This can be represented:

We shall describe each method in details

1. Local Purchase:
This type of purchases is done in the local area, i.e. the area within the limit of the municipality
corporation in the city, town, or the district. These take place instantly or immediately when there
is an urgent requirement of a particular commodity of routine nature.

An indent is raised for the commodity to be purchased and, after receiving the approval by the
competent authority of that office, the material is purchased. This type of purchase is suitable for
the items which are of routine nature and where the cost is less or bare minimum.

2. Rate Contract:
This type or this system has gained importance in the Public Sector Undertakings, and the
Government Sectors. Here, any organisation furnishes on the newspaper, or they get in touch
with the suppliers directly, by the yellow pages etc., about the items that will be required to be
purchased.

The suppliers are asked to quote their own rates along with the information on the taxes etc. for
the items that they can supply.

In the rate contract system, the supplier who gets the contract has to supply the materials at the
same rate, over a period of time, say 12 months, irrespective of the rates being revised, changed,
escalated, gone high etc. Hence, before quoting, the suppliers should take the entire trend of the
market over a period of time, and he should take into account the cyclical and the business
changes before quoting his price. Once the price is quoted, and the supplier enters into a rate
contract with a firm, he cannot alter the rates.

This type of purchase is useful as the organisation has a few suppliers to supply them the raw
materials, at any point of time.

3. Purchasing by the DGS and D System:

The Directorate General of Supplies and Disposal (DGS and D) system was established in 1961
by the Central Government in order to fix price for commodities ranging from pin to vehicles, to

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enable and to help the Government Sectors to buy material as per the prices fixed by the
Government, from the suppliers.
In this case, a Sales Tax Declaration Form (STDF) has to be supplied or provided by the buyer,
who buys, to the supplier who sells. This system enables a Tax Reduction or a Tax Deduction of
only 4% by the seller when he raises a bill or an invoice on the buyer. This system saves a lot of
money on tax for the buyer.

In the DGS and D rates, the rates are binding on the suppliers for a period of one year. After one
year, if the same commodities are taken under its fold by the DGS and D, a new rate will be fixed,
taking into account the various business factors.

4. By Tender:
A tender is a notification by a buyer, either in the dailies, or by the method of communication,
about the requirement of buying certain commodities, by the buyer from the suppliers in the open
market under certain terms, conditions and the time, for the suppliers to supply certain
commodities to the buyer.

One who wants to participate in the tender has to fulfill all the obligations required by the buyer.
The buyer has to open the tender on a specified date, in front of the buyers and has to declare
the prices and the other information as quoted by the various suppliers.

Once the material is supplied, the materials are checked, inspected by the buyer before
acceptance and the payments are released as per the terms and conditions set by the buyers.

Storage of the Office Stationeries

Stationery items for any office are kept and stored in almirahs. Every almirah has compartments,
along with a locker. Important items like Punching Machines, Staplers, Paper Weights, etc. which
expensive and have a very long use can be stored in the locker of the almirah. Items like the pen,
refills, etc. should be stored in the locker.

Routine items like pins, clips, papers etc. can be kept into different compartments in the almirahs.
The stationeries should be under the control of the Chief Administrative Manager, in the
Administrative Department, and it should be issued by the said department. A proper record of
the receipt and the issues of the stationeries items should be maintained in the office for the
purpose of Auditing.

Issues of Office Stationery:

The stationeries items can be issued basically by two different methods:

In the Requisition Department, the Head of the department issues a circular to all the employees
working in the department to furnish a list of the stationeries, in number, or in units, that will be
required by each employee.

The requirement of the stationeries by all the employees is sent to the issue department. One
particular employee in each department is given the responsibility by the departmental head to
take the charge of the stationeries and maintain a record of the issue of the same.

The second method is the Requisition—Individual. In this method, each employee is asked to
furnish the statement of the stationery items that they would be using during every month. The

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list is collected by the one who issues the stationeries and a record is maintained by them of the
stationeries issued by them.

Reference:https://www.yourarticlelibrary.com/office-management/office-stationary/office-
stationery-meaning-types-purchase-and-storage-office-management/69024

Stationery Management

Educate Your Employees

Hopefully, you'll be able to hire workers who understand the importance of conserving business
stationery in only using it when necessary. However, you may have to be proactive in
communicating this aspect of professional business conduct. Here are some ideas for
communicating the necessity of responsible stationery use to your employees:
• Reinforce thrift and sustainability: Stationery not only costs your business money, but it is
printed on paper. Unnecessary use wastes money and is environmentally irresponsible.
• Discourage personal use: Employees should not be using business stationery, including memo
pads, business cards and envelopes, for personal communications. Not only is this technically
a theft of company resources, but it could also result in confusion if the employee uses the
stationary in the context of a side business or affiliation with another organization.
• Encourage electronic communication: Provide each employee with a graphic file of your
company logo as well as a Word document template that they can use to generate
professional-looking electronic correspondence.

Tip
Establish an offboarding policy that requires all departing employees to turn over any stationery,
including business cards, in their possession.

Appoint a Gatekeeper
Hopefully, being proactive and encouraging responsible use of letterhead and other supplies
will keep the use of these items in check. However, if your records show that employees are
possibly overusing these items, you may need to appoint a gatekeeper to manage their
distribution and use. If you have an office manager, he may be the best choice to maintain your
supplies. If you don't have an office manager consider asking a senior administrative assistant
to take on this role.

Purchase Alternative Supplies

To reduce expenses, provide your workers with alternatives to customized stationery:
• Plain stationery: Provide plain envelopes, notepads, and sticky notes for in-office use.
• USPS and delivery service packaging: The United States Postal Service, as well as
commercial delivery companies, such as UPS or FedEx, provide free packaging materials for
some classes of delivery. Use these free materials instead of custom boxes and large
envelopes, using labels printed with your logo for identification and branding purposes.
• Interoffice communication envelopes: When you need to circulate paper documents through
your office, use an interoffice or interdepartmental envelope. These envelopes are made from
sturdy materials and have blanks where you can put the name of the person who needs to
review the documents. They are a thrifty and private way of handling documents in the
workplace.

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Tip
You can create stationery-on-demand in Word or another word processing program. Use
headers and footers to save any desired text or images like corporate logos, and format them
in the style to match your printed stationery. You can save the entire set-up as a template that
can be used anytime you wish to print a fresh page of stationery. Remember to load your printer
with the type of paper you prefer.

Reference: https://smallbusiness.chron.com/manage-office-stationery-42179.html

Other Guidelines for Effective Handling Office Stationery

Stationery handling is one of the important aspects of control of stationery. There is a possibility
of avoiding wastage and ensuring continuous supply if the stationery is issued under proper
procedure.

According to Denyer,
“While the issuing system must be reasonable in its operation, it must be so liberal that separate
stationery stores are built up since nothing induces waste more than being over liberal with
individual issues.”

Hence, the issue of stationery should be as per the needs of the office and there is a little control
on stationery.

Guidelines for effective handling of office stationery

The following steps may be taken to fix the issue procedure for stationery.

1. Indent
The every issue of stationery should be based on requisition. The departments can prepare an
indent whenever there is a need of stationery. The departmental heads should sign the indent.
The storekeeper can issue the stationery after receiving indent. No issue will be made without
indent.

2. Issue Time
A time is fixed for issue of stationery. It may be an hour is a day. The issue time should be
communicated to every department. If there is any change of issue time which should be
communicated without any delay. The absence of issue time leads to inefficiency in operation
affects the control system and involves more labour in the activity. The issue may be made in first
come first issued basis. It avoids confusion and regularity in the issue of stationery. However, in
case of emergency, the issue may be made at any time to required people.

3. Delivery
The storekeepers can deliver stationery at the work place of every department. There is no need
of deputing any person to get the stationery items from the stores by the departments. This saves
time, labour and pilferage.

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4. Issue Quantity
Every stationery is to be issued in a specified quantity. There must be a unit of measurement for
stationery. The paper may be issued in ream, pens, pencils, cutters, erasers and the like are issue
in dozens. Gum is issued in number. This unit of measurement facilitates stock control and helpful
to both stores and departments.

5. Accounting
Both stores and department should prepare the accounts for stationery. The storekeeper
maintains the issue registers. The Issue Register is to be updated with every issue of stationery.
The physical stock should tally with the Issue Register. Likewise, each department should
maintain stationery register, make entries for receipt, issue, and balance in the register to keep
the stationery stock up to date. Issue register contains the details like date, indent number,
indenting department, quantity issued etc. Proper entries should be made in Issue Register for
effective control system.

6. Stock Maintenance
Stock levels for each stationery items are fixed and maintained. The stationery items should be
purchased at regular intervals in order to maintain required stock levels. Required stock levels
ensure continuous supply of stationery. This should be a continuous activity. The department
should not be allowed to receive the stationery without indent. Drawings of the stationery will be
honored depending upon the honesty and sincerity of the person drawings the stationery.

Reference: https://accountlearning.com/guidelines-for-effective-stationery-handling-in-office/

Activities

Instruction: Answer the following questions in not more than one paragraph. Be brief and
direct to the point. Use proper referencing for your answer to acknowledge the source.
Example is given below:
Sample question: What is Human Resource Management?
Sample answer: Human Resource Management is the strategic approach to the effective
management of people in a company or organization such that they help their business gain a
competitive advantage. It is designed to maximize employee performance in service of an employer's
strategic objectives (Wikipedia).
If there is a specified author cite the surname and year it was published or written based from the
article/s you read. Example (Arenque, 2020).
If on the other hand your answer is based from your own understanding and wordings, no need
to use referencing. You may also use a combination of your own statement supported by the
reference you will read either from a website, book or other references.

Activity 1. Chapter Exercises

1. Explain the essentials of a good system of dealing with stationery in your office.
2. Explain the problem of standardization of stationery.
3. As an office manager, how would you ensure efficient management of stationeries?
4. Discuss how would you organize purchasing of stationery and supplies.

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 5. Outline a scientific system for the issue of stationery in an office.
6. Which method of valuation of stationery would you recommend and why?
7. Which type of employee transfer is common in Philippine organizations?
Activity 2. Action Plan
1. Propose a system for the issuance, utilization and evaluation of stationery in an office. A
template and guide questions will be sent to the google classroom for this activity.

Reminders

Your answers to all activities should be encoded using Arial, font size 11, single space. A
handwritten output may also be accepted. Use short size of bond paper for your answers. Send
a soft copy of your answers via Google Classroom, or a hard copy of which, personally, within the
scheduled date specified therein. Please be guided accordingly.

Discussion/Processing/Assessment

Modular activity will be done on the first week of the schedule for this lesson. Discussion proper
will commence on the second week of the schedule, preferably every other Saturday, 5:00-8:00
PM, via online platform, such as Google Meet or Zoom. Everyone is expected to participate, to
ensure the following:
1. Attendance
2. Discussion
3. Quiz/Chapter Test
4. Other activities

Grading System

Class Participation: 60%

Quizzes/Chapter Test: 30%
Module and Portfolio: 30%
Major Examination (MidTerm & Final): 40%
TOTAL 100%

References

1. Office Management by Balachandran and Chandrasekaran, pp. 117-125.

2. https://www.yourarticlelibrary.com/office-management/office-stationary/office-stationery-
meaning-types-purchase-and-storage-office-management/69024
3. Reference: https://smallbusiness.chron.com/manage-office-stationery-42179.html
4. https://accountlearning.com/guidelines-for-effective-stationery-handling-in-office/
5. Any reliable websites on Office Systems and Technologies related searches and topics

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 Lesson 5. Intended for Week 11 & 12.
Office Communications Management

Overview/Introduction

Office communication is necessary to make contacts, understand the goals and objectives, share
ideas, convey information, give instructions, and remove misunderstandings among the
employees. It is a bridge that connects the employees and management of an organization
(blog.vantagecircle.com. 2020). This lesson would lead students to explore different types of
formal communication, via mails, and the means to transmit them within and outside the
organization. Having exposure to this knowledge would lead one to realize that office
communication bears the name of an organization and that it should promote goodwill. This fact
calls for applying such skill when doing work in an office, and, therefore, must be developed as
an expertise among office staff.

Course Outcomes

1. Define the concepts of office systems and technologies

2. Identify the necessary skills and required competencies of managing office
3. Provide knowledge, skills and tools in office management activities in a systematic
manner.
4. Deliver efficient and effective services, by ensuring better office management.
5. Adopt new methods and techniques in office management.
6. Design effect processes for office operations

Learning Outcomes

At the end of the lesson, you would be able to:

1. Identify office communications management techniques

2. Describe the components of communication-process model
3. Recognize common missteps in communication
4. Differentiate between informal and formal communication networks
5. Identify different forms of communicating in the office
6. Propose and design effective office communication management system

Course Materials

Read the following references:

1. Office Management by Balachandran and Chandrasekaran, pp. 191-200.

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 2. https://courses.lumenlearning.com/wm-principlesofmanagement/chapter/communication-
in-the-management-function/
3. https://www.tinypulse.com/blog/more-effective-office-communication
4. https://www.preservearticles.com/articles/what-are-the-different-types-of-office-
communication/21771
5. https://www.preservearticles.com/articles/what-are-the-different-types-of-office-
communication/21771
6. Any reliable websites on Office Systems and Technologies related searches and topics.

COMMUNICATIONS MANAGEMENT

Mathias Mendez had recently been hired as the manager of the purchasing department of an
online retailer. His appointment was announced through an e-mail to all company employees, and
his department was expecting his arrival. His managers told him his first task was to try to cut
costs in the department. Mathias hadn’t determined exactly what to do, but he had determined
that he could reach the target cuts through a combination of a freeze on new hiring, cutting all but
critical travel, reducing training, and cutting back on the use of temporary and contract workers.

He was anxious to show his superiors that he was working on the problem, so he sent an e-mail
to his managers and employees that said he would be announcing cost-cutting measures soon.
Unfortunately, employees interpreted this to mean there would be layoffs. Rumors soon started
flying about how “Matt the Knife” had been hired to outsource the department and that everyone
was going to be laid off. Morale plunged and people started using their time to polish their resumes
and apply for jobs. The employees distrusted Mathias and he was cut off from all but routine
communication with them.

Communication and management are closely linked. Communication refers to the process by
which information is exchanged between two or more people (increasingly, machines are also
included in communication, but we limit the discussion here to communication between people).
Each of the management roles—planning, organizing, leading, and controlling—depends on
effective communication. Managers must be able to receive accurate information to determine
plans, and they must be able to send accurate information for the plans to be implemented. When
information is accurately sent and received, everyone in an organization can be informed. As we
see in the earlier example, however, when information is misinterpreted or when incorrect
information spreads, communications can create significant problems in organizations.

The Role of Communication in Management

The role of management is to accomplish the goals of an organization. To do this, managers

create a plan that defines what needs to be done, when it will be done, and how it will be done.
To implement the plan, managers must convey this information to everyone in the organization.
That is, they must communicate the plan to members of the organization. However, managers
need to do much more than just inform people what they need to do to support the plan. They
also must motivate people to support the plan, build commitment to the organization, establish
rapport and collaboration, and keep everyone informed of events and actions that affect the
organization. Good communication not only informs but also helps to create a culture that makes
people feel like they belong to and want to support the organization. The opening example shows

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what can result from poor communication. Following are some of the benefits of effective
communication.

• Provides clarity. Confusion, uncertainty, and ambiguity make people uncomfortable and
uncooperative. Making roles, responsibilities, and relationships clear gives everyone the
information they need to do their jobs and to understand their contributions to the
organization. Effective communication reduces the cost associated with conflicts,
misunderstandings, and mistakes.
• Builds Relationships. A culture that promotes open communication reduces tension
between hierarchical levels of employees, both professionally and socially. In a trusting
and collaborative culture, people are more likely to seek help with problems and to
suggest solutions and improvements. Effective communication creates a collegial culture
that fosters teamwork and encourages cooperation.
• Creates commitment. Effective communication involves not only sending information but
also receiving it. By listening to employees’ concerns, allowing them to have input on their
work and their workplace, and giving consideration to their suggestions, managers can
make everyone in the organization feel like they are valued contributors. When
employees feel like they are valued in the organization, they will likely be more engaged
and motivated. Effective communication creates support and commitment.
• Defines expectations. When people are uncertain about what is expected of them and
how they will be evaluated, they can’t do their jobs well. Performance reviews are difficult
because the employee does not know the performance standards they are expected to
meet. And if corrective measures are necessary, the employee may be resentful if he
can’t see how his behaviors reduced his effectiveness. When expectations and standards
are clear, employees know what they need to do to get a positive review and the benefits
that come with it.

These are just a few of the many benefits that come from effective communications. Managers
can only reach organizational goals when the people in the organization are committed to the
goals. People perform much better when they are informed and involved.

The Communication-Process Model

The communication process may seem simple: one person sends a message and others receive
it. The process becomes more complex, however, because the information in the message must
be sent and received accurately. The communication-process model describes how
the information is sent and received.

The following diagram shows this model.

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 The communication-process model.

It is easiest to understand the model when one person is communicating with another person.
The person initiating the communication, the sender, has information he wants the other person,
the receiver, to know. However, before it can be sent, the information has to be encoded into a
form that can be transmitted. In a simple case, the information is put into words spoken to the
receiver. Or the information may be converted into printed text, tables, charts, or graphs given to
the receiver. In a more complicated case, the information is encoded into words or images that
are then converted into electronic signals sent to the receiver. The channel is the medium
through which the information is conveyed. It could be air conveying sound waves, paper
conveying text and images, or wires or magnetic fields conveying electronic signals. (We will
discuss channels in more detail later in this module.) In the opening example, the management
had information that Mathias had been hired and when he would start. They wanted the
employees in the company to have that information so they put it in a message and sent it to
employees.

The receiver reverses the process. She receives the encoded message and then decodes it. That
means she converts the message back into information that can be understood. In the opening
example, an employee reads the message and knows who has been hired and when he will start.
Information has been transferred from managers to employees. In an interactive communication
process, the receiver can send feedback to the sender to indicate that the message has been
received and how it has been interpreted. This can start an interactive back-and-forth exchange
that can assure the sender that the message has been received and understood correctly.

The two-person model can be generalized to the case of one person communicating with many
others. It could be a person making a presentation to a roomful of people, a manager sending an
e-mail to employees, a Facebook post to friends, or a tweet to hundreds of followers.

Watch a video that provides a helpful overview of the communication process and some of the
barriers that can arise during communication at https://courses.lumenlearning.com/wm-
principlesofmanagement/chapter/communication-in-the-management-function/

Common Missteps in Communication

Each step in the communication-process model introduces the potential for missteps to occur. In
the opening scenario, two e-mail messages were described. They were both internal to the

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company, but they achieved much different results. What was different about the messages that
caused the different outcomes?

The first misstep can occur when the information to be communicated is not encoded correctly.
Consider the e-mail sent by management to announce Mathias’s appointment. Management had
clear information to convey, and a simple e-mail conveyed it.

Mathias’s e-mail had a different purpose. He wanted to convey to his superiors that he was
following their directions and was working on a plan to cut costs. But when he put the information
into text, he didn’t encode it well. He wanted to convey that he was working on the problem but
had not made any decisions. What he actually conveyed was that he was going to cut costs by
whatever means necessary and soon. Because the information was not encoded accurately, the
wrong information was sent.

The first step in good communications is being able to clearly and concisely convey information,
whether written, spoken, graphic, or numerical. If information is not encoded properly, nothing
else matters. Later on we will look at specific suggestions for how to tailor messages to take the
needs of the receivers into consideration

Missteps also occur during decoding when the receiver interprets the message differently than
the sender intended. In Mathias’s case, the message he sent was “I’m thinking about ways to cut
costs and I will let you know when I have a plan.” But employees interpreted the message as “I’m
going to do whatever I have to in order to cut costs.”

Because feedback is a message sent in the opposite direction, from the receiver to the sender,
all of these problems can occur during feedback. In many cases feedback is not important and is
not wanted. Much information that is communicated is intended to keep people informed, and
acknowledgement or response is not expected. When management sent the notice about
Mathias’s appointment it did not expect every employee to respond. Sometimes, though,
feedback is important to be certain that both the sender and receiver have the same information
and interpret it the same way. The initial sender must be sure that she understands the feedback
provided by the sender, asks questions to clarify any misinterpretation, and responds to any
questions. The last step in good communication is to be a good listener. In the following sections
we will look more closely at the issues of miscommunication and ways to collect feedback.

Formal and Informal Communication Systems

In most organizations there are both formal and informal information systems. Formal
communication systems are the methods used to convey information necessary for conducting
the business of the organization. Formal communications conform to rules and regulations
prescribed by the profession or law (for example, formal reporting procedures for tracking injuries
in the workplace). This is information that flows within the chain of command or within task
responsibilities. The message may be procedures to provide regular progress reports to
managers. It may be scheduled meetings to exchange information on the status of a project.
Human resources may arrange seminars to convey new policies and procedures. The formal
communication system makes sure necessary information flows through the organization and that
dissemination of this information is controlled. Not everyone in an organization has access to
progress reports or attends project meetings. Formal communication systems ensure that
information is available to those who need it and not to others.

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Not all communication in an organization is formal, and not all communication is
controlled. Informal communication systems are outside of the formal system. Informal
systems can connect almost anyone in an organization to anyone else. They skip over
hierarchical levels and between departments and functions. In the opening scenario we saw how
misinformation spread through the informal system can harm an organization. However, informal
communication systems are not necessarily disruptive. In many organizations, the informal
network is the primary way information is spread and work gets done. There are some
organizations where getting a job done depends more on who you know than what you know.

There are two main types of informal communication systems: social networks and
the grapevine.

A social network is a system of personal relationships that cross hierarchical, departmental, and
organizational boundaries. A simple social network system is shown in the following diagram.

In this diagram of social networks, each circle represents an individual.

In a social network, an individual can reach out to anyone else in his network for information or
assistance. Through the linking member, he can also seek help from another group. People with
large social networks have access to much information, and linking individuals can spread
information through an organization. Linking individuals can be very influential in an organization.

The grapevine is how gossip is spread through an organization. Another term for a grapevine is
a rumor mill. Almost everyone engages in gossip in some manner, so it is a very effective way of
spreading information. In fact, information often spreads faster through the grapevine than
through formal information channels. Unfortunately, the information is not controlled, and it can
be distorted or even totally fabricated. The grapevine is particularly important when formal
communications are inadequate. People don’t like to be uncertain about conditions that affect
them. When information is not provided by the formal system, they seek and spread information
through the grapevine.

Unlike a social network, a grapevine is unstructured and transitory, although the grapevine can
follow social network links. Information flows in the grapevine through chance encounters,

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informal meetings, and overheard conversations. Electronic communication and social media has
greatly increased the speed and spread of grapevines.

Reference: https://courses.lumenlearning.com/wm-
principlesofmanagement/chapter/communication-in-the-management-function/

TIPS FOR A MORE EFFECTIVE OFFICE COMMUNICATION

Today’s employees care a great deal about working for transparent organizations. Yet according
to our 2017 Employee Engagement Report, only 25% of employees believe that management is
transparent.
Perhaps not surprisingly, 42% of managers feel as though they’re open books regardless of what
a majority of their employees think.

Why is it that managers are more likely to think they are transparent while employees are more
likely to think management is more opaque?

Two words: communication problems.

It’s impossible to be a transparent organization if your company lacks the ability to communicate
effectively. That being the case, let’s take a look at eight tips you can consider that should help
your company, and managers in particular, sharpen their communication skills:

1. Share important news and developments

Your employees work hard for you every day. Don’t blindside them with major announcements
and other important pieces of news. Share important information with your employees in a timely
manner. You don’t have to share every single tidbit of information that management has, but don’t
keep any major news a secret.

2. Have 1:1 meetings

If you want your team to be as productive as it can be, eliminate as many unnecessary meetings
as you can from your agenda. That said, you still need to meet with your workers one on one from
time to time in order to make sure they’re on the right track and are supported in their efforts.

3. Solicit feedback from your employees

Transparent organizations care about what their employees think. Solicit feedback from your
employees on a regular basis to see whether they agree with the direction your company is
heading in. Find out whether they’re overworked or unhappy — and if they are, take steps to
remedy the situation. In order to increase the chances your employees share honest feedback,
use anonymous pulse surveys.

4. Use collaboration software

Make it as easy as possible for your employees to communicate with both you and their
colleagues by using collaboration software and business messaging services. This technology
gives your employees the ability to communicate with one another digitally in real time from any
connected device.

5. Keep your office door open

Encourage your employees to stop by and chat whenever they have any questions or concerns.
Keep your office door open to show you’re interested in hearing what they have to say.

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6. Create an honest and open culture
According to our Engagement Report, culture is one of the biggest factors affecting employee
happiness. Build a culture that emphasizes honesty and transparency. You’ll attract workers who
value those characteristics — which should help your organization communicate more effectively
moving forward.

7. Invest in team-building activities

You can’t expect your employees to communicate effectively if they don’t really know each other
that well. As our Engagement Report points out, only 24% of employees feel connected to their
coworkers. That’s an 11% drop from last year. Invest in team-building activities to strengthen
camaraderie. Once stronger relationships are formed, workers will be encouraged to
communicate with each other openly.

8. Give stay interviews and exit interviews

Conduct both sit-down stay interviews and exit interviews with your employees to see what they
are thinking about your company currently as well as what ultimately made them decide to leave
for another job. This enables you to keep your fingers on the pulse of your organization while
quickly correcting any problems that may arise — thereby improving the overall employee
experience for everyone.
Reference: https://www.tinypulse.com/blog/more-effective-office-communication

DIFFERENT TYPES OF OFFICE COMMUNICATION

Office communication may be broadly classified into two types: (1) Internal Communication and
(2) External Communication.

1. Internal Communication
Internal communication plays a vital role in the efficient performance of office operations. It refers
to exchange of information and messages between persons and departments of the organization.
It is the responsibility of the office manager to see that the function of exchange of information
and messages is facilitated through a proper system of communication. Internal communication
may be divided into two: (1) Oral Communication and (2) Written Communication.

2. External Communication
External communication involves exchange of messages or information with outsiders, i.e.
customers, creditors, dealers, government, suppliers etc. It is important to note that external
communication may be regarded as the backbone of modern business.

Internal Communication
Effective internal communication is fundamental to the existence of any office. Internal
communication, also known as inter-communication, is a major function of an office. In a small
firm having 10 or 15 staff, there may be no problem of internal communication, for these
employees can easily communicate with each other.

However as the organization grows and the number of employees increases, the problem of
effective communication becomes more difficult. Thus in a big organization having a number of
departments or sections, internal communication may be:

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 (i) Inter-departmental, i.e., communication among the employees of the same department; or
(ii) Intra-department, i.e., communication among different departments of the organization.

Further, communication may be either downward or upward.

(a) Downward Communication:
It means the flow of communication from the top management downward to the operating level.
It may also be called a communication from a superior to a subordinate. It follows the line of
authority from the top to the bottom of the organization hierarchy. Downward communication
consists of plans, instructions, orders, rules etc.

(b) Upward Communication:

Upward communication means the flow of information from the lower levels of the organization to
the higher levels of authority. It passes from subordinate to superior, for example, from worker to
foreman from foreman to manager, from manager to general manager, etc. Communication of
this type includes ideas, suggestions, complaints, appeal, ports etc. Upward communication is
very important as it serves as the feedback on the effectiveness of downward communication.

Oral Communication
Oral communication may take place in face to face conversation or through mechanical devices.
I. Face to Face Conversation:
This is the most natural way of transmitting the message. Face to face communication is more
successful because the communicator can make the listener to understand his message not only
by the spoken words but also by the gestures he takes. Face to face conversation occurs in
committee meetings, lectures, conferences, social gathering, interviews, personnel- outselling,
etc.
Advantages
The advantages of face to face communication are:
1. It is a time and money saving device.
2. It is more effective than any other method.
3. It is quicker.
4. It is easier to measure the effect of communication.
5. It is the only way out during periods of emergency.
6. It is more flexible.
7. It leads to greater understanding.
8. Doubts can be removed then and there.
9. It fosters a friendly and co-operative spirit.
10. Response of the receiver can be easily evaluated.
Disadvantages
The disadvantages of a face-to-face communication are:
It is less reliable.
It provides no record for future reference.
It is unsuitable for lengthy messages.
It may be less accurate.
It may have less weight.
It does not provide sufficient time for thinking before conveying the message.

2. Mechanical Devices:
Mechanical devices which are commonly used for oral communication are listed below:
(1) Telephones

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The services of telephone are superior to telegram in respect of direct and detailed talk Moreover,
telephonic messages reach quickly in telegrams; words have to be shortened, because charges
are according to the number of words. Telephone conversation is of two kinds, internal and
external.

By means of internal telephone (intercom) the persons, who are in the same office building can
talk to each other on telephone. By means of external telephone one can talk with outsiders, who
have their own telephones and have subscribed to the Post and Telegraphs Department.
Direct exchange is a system where direct contact through phone is possible, especially in the
same city. But for different cities one has to contact the telephone operator for the connection of
the desired number. Direct exchange line may be with extensions. When the business grows;
extension may be necessary. The extension is given not from the exchange but from the existing
telephone. A device is attached to the telephone by which direct contact from the telephone
exchange can be had. When a call is received, it is attended to by the office superintendent, and
if the caller wishes to talk with the executive, the superintendent presses a button on the
“extension” device and thus passes on the call to the executive and the caller talks directly with
the executive.

One of the key factors which sustain the pace of modern life style is telecommunications it plays
a very vital role in the commercial, industrial and economic activities of mankind and has helped
to shrink the world into a global village.

Past couple of decades has witnessed breathtaking progress marking the rapid developments in
the field of telecommunications. Exchange of information, data of facts and figures including live
picture from one part of the world to any other part of earth is now routinely possible.

The early half of this century witnessed a spectacular growth of wireless communication Wireless
telegraphy and wireless telephone linked nations and continents. Ships and aero planes could
communicate to their bases and between themselves with ease using wireless.

Telecommunication became an integral part of military operations. Regular broadcast of news

and features over radio became so common that it became part of modem life. This was
supplemented by television in which live images could be telecast to a large number of individual
viewers.

In cities, towns and other centers of population, the telephones in the individual houses offices
and other places are interconnected by overhead lines and or underground multicourse cables
through a central exchange which provides the switching between the various instruments
automatically or manually.

The cities themselves are linked by trunk telephone lines. Coaxial cables and microwave links are
usually employed for this purpose as these arrangements have the added advantage that they
can provide a large number of channels, so that a number of two-way telephone conversations
can take place simultaneously.

Such communication links can also provide telex facilities in which electric teletypewriters may be
interconnected to transmit and receive printed messages. In a facsimile process, printed images
on a whole page can be transferred faithfully from one place to another using fax machine.
VSAT (Very Small Aperture Terminal) service provides satellite-based network for business
communication, using the cost-effective VSAT technology. All it does is to link head office of a

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company or a corporate house to its various locations like factories, service units and other offices,
particularly those located in remote areas, using the satellite.

Telephone connections may be divided into the following categories:

(A) Private Branch Exchange (PBX) System

Under this system, various departments or sections can talk directly with each other. But there is
no connection with the central telephone exchange. Now to overcome this difficulty, the internal
lines are connected with the main lines. Thus, the user is at ease to- talk with the outsiders or
with the other departments through PBX. There will be an operator to do this job. PBX consists of
a switch board connected to the public exchanges. The operator can connect the calls to any one
of the exchanges.

(B) Private Automatic Branch Exchange (PABX)

This system is an improvement over the PBX system, mentioned above. The system is again
installed with the help of the Posts and Telegraphs Department. The equipment is rented out by
the department. The number of telephone connections for inter-communication would, on the one
hand depend upon the equipment made available by the Posts and Telegraphs Department and,
on the other, the needs of the organization. Under this system, the need for the internal exchange
is eliminated. The internal communication is possible by dialing the relevant internal phone
number. The external communication is routed through the operator.

However, it is also possible to have a completely private automatic branch exchange in which
external telephone numbers can be obtained by first dialing a code number. This reduces the
work of the operator.

(C) Private Exchange System

Such a system is available in foreign countries and to a limited extent in our country, in which 10
to 600 lines are available for inter-communication. Such a system is automatic internal exchange
system in which the caller can get the desired number by just dialing the number. This system is
ideal for a large organization.

(D) Inter Communication System (Intercom)

This is also known as intercom. This system has become very popular in India. This system can
provide quick verbal communication.
In an organization, various individuals or departments can be equipped with the speaking-talking
unit, up to a maximum of 40 lines. By turning the switch or pushing the button, instant connection
is obtained with anyone on the circuit and clear conversation can be done.
Intercom system offers the following advantages:
1. It can be installed as and when it is needed.
2. It has low running cost.
3. It cuts down inter-office visiting.
4. It needs no sanction of the Posts and Telegraph Department.
Computerized Intercom, popularity known as ‘Intellicom, works like an intercom but thinks like a
computer.

(E) Radio Telephone

Radio Telephones are now increasingly used in our country in metropolitan cities to send and
receive oral messages. Some select spots and moving vehicles have wireless sets with the
government allotted frequencies. The messages are passed either way. That is, from the “head

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quarter” to the specific vehicle and back. Radio telephones are used by the police force. In the
West radio telephones are also used for business purposes.

(F) House Telephone System

This system is the same as the intercom system. Under this system, the executive and
subordinates have direct access to each other. Besides, an executive may have direct and
simultaneous connection with one or more points.
This innovation allows a person to speak to many people at the same time as if he is in a
conference. This system does not require switchboard, and the desired numbers are obtained by
pressing buttons or operating keys.

2. Staff Location System

This is a simple device. This is used to call a person with the help of call-bell, light, buzzer etc. A
signal is given by the caller, indicating that a certain person is needed. The communication takes
place after the arrival of the required person. It does not convey message.

3. Speaking Tube
It is a device consisting of tubes, connected in different rooms. The caller can talk to other persons
through the tubes. But a better method telephone has superseded the tubes as the tubes, beyond
a limited distance will not serve any purpose.

4. Dictaphone
A Dictaphone is a machine which is used by the executives for giving dictation to stenos.
Sometimes it is also used to send messages. If an executive required leaving some message or
instruction for his subordinate who is not available, he may dictate the message to the machine
which records the message on the tape. The tape can be later played on by the person concerned
to receive the message. They are in essence like tape-recorders.

5. Electric Paging System

This system provides another method of inter communication. In big organizations, like
departmental stores, super bazaars, insurance companies, manufacturing plants etc., the
executives sometimes go around from one section to another. When some urgent matter arises
it is difficult to find out the executive by telephone device. In order to overcome this problem
electric paging system has been developed, which operates through telephone switchboard.
Under this system each executive is allotted a number and each number sounds differently.

The switchboard operator will make the electric connections for the number of the executive and
as soon as he hears the sound of his number, he will call the switchboard operator from the
nearest telephone and receive the message.

Written Communication
We cannot think of any organization functioning without its presence. As the name implies written
communication is transmitted by written words. It can take the form of letters, notices, circulars,
reports, memos etc.

As against oral communication, written communication offer a number of advantages which are
summarized below:

(A) Advantages of Written Communication

(i) Written messages are accurate and exact.

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(ii) It carries greater weight than oral messages.
(iii) It serves as a permanent reference for future.
(iv) It is ideal way of sending lengthy messages.
(v) It is legal evidence in case of disputes.
(vi) It has the widest possible coverage.
(vii) It is often less expensive than other media.
(viii) It is suited to convey messages to a large number of persons at one and the same time.
(ix) It tends to be complete, clear, precise and correct.
(x) It is good to send unpleasant messages.

Types of Written Communication

Written communication may be sent by a messenger or by a mechanical device:

(A) Messenger Service

Messenger service is very important for delivering important papers. The main duty of the
messenger is to go from department to department and receive and deliver written messages to
and from various departments. He keeps generally two bags one for incoming and the other for
outgoing papers. Messenger service is also used for sending papers to outsiders. Messenger
service is very popular in commercial banks.

(B) Internal Mail Service

This is an improvement over the above system. Under this system the messenger boy or the peon
collects the necessary documents; messages etc. from specified desks or departments and take
them to their destinations at specified regular intervals. Under the method “in” trays and “out” trays
are provided. The papers for attention are put into the “in” tray and once they have been disposed
of they are put into “out” tray from where they are picked up for further transmission to their
destinations. This system operates on the lines of postal mail service.

Mechanical Devices
Although use of mechanical devices for internal communication within the same premises has not
gained much importance in our country, yet they are being increasingly used to link various
branches of an organization. Some of the more important devices are discussed below:

1. Pneumatic Tubes
Pneumatic tubes are easy to install and no special skill is required to operate them. These tubes
carry papers quickly and accurately to their destination. Under this system, a cylindrical pipe
connects the various offices by means of which cylinders containing papers and documents are
conveyed by suction from one department to another. These can be preset to deliver their
contents at a certain stage as required. Such systems are in great use .when a messenger service
is difficult to maintain and when space is limited for human messengers to move from department
to department. However, this system is not popular in this country.

2. Conveyors
The conventional conveyors used for light weight goods, may be used for carrying papers and
documents. The conveyors are mostly suited to convey papers and messages when the volume
of work is large and fairly constant and where stations remain fixed.
Under this system the multi-channel conveyors are used to transport papers between work
stations along its route. The papers travel continuously in an upright position between two
stationery vertical guides that are moved by a motor driven belt beneath them.

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There are many types of conveyors, for examples, Sandwich Belt Conveyors, Roller Conveyors,
Wires Conveyors, and Vertical Lift Conveyors etc.

3. Chutes
Chutes are wide channels or pipes, made of metal or wood, which run from a higher level to the
lower level in a sloping fashion. In many parts of the West, they are used to drop mail or laundry.
Thus papers in an office can be dropped in large bundles from a higher floor to a lower floor.

4. Lifts
When papers, folders, documents or registers etc. have to be transmitted continuously between
two or more floors, a small lift may be installed. The lift may be operated electrically or
hydraulically. Such lifts are used in libraries, hotels, hospitals etc.

Electronic devices for Written Communication

Advancement in science has its offsets on the methods of communication used in the office.
Electronic innovations have revolution the means of affecting communication. Some rare or
completely unknown electronic devices brought a complete change in the means of internal and
external communication. While telephone remains the most important of all links in the chain of
communication, other devices have tried to play an equally important role. Some electronic
devices used in modern office are discussed below:

1. TelePrompTer
Teleprinter or telax is used for conveying messages from one place to another where teleprinters
have been installed at both the ends. It consists of two types of equipment key board transmitter
and receiver for printing the message. Any message which is typed on the type-writer key board
from one centre will be simultaneously typed at the receiving centre by an automatic process.
Teleprinters are most commonly used by newspaper offices, stockbrokers and commercial banks.
A teleprinter may be hired from the Posts and Telegraph Department which provides the telex
service. Every telex subscriber is allotted a number. The subscriber can transmit the message to
any other subscriber through the central teleprinter exchange. Teleprinters are very much useful
where it is required to transmit information quickly and accurately.

2. Telewriter (Tele-autograph)
This is called the electronic long-hand transmission. Under this method hand written messages
are received almost simultaneously as they are written electronically. A metal plate is attached to
the machine and the message is written on it and is received on the other end.

3. Telefax
This is a machine used for transmitting sketches or drawings. The chart or diagram is first drawn
or sketched on a paper. This is wrapped round a cylinder in the machine which, I upon switching,
transmits the facsimile to the machine at the other end where it is reproduced I simultaneously.

4. Television
Television is used in offices to transmit messages. The television equipment consists of a TV
camera, a power unit and one or more master viewers. The television camera is focused on the
necessary records, statistical tables, and important documents etc., which are to be seen or
inspected. The image of these is received on the television screen placed at the receiving j end.
Modern bank offices can use this device for inspecting and verifying specimen signatures,
documents and deeds with considerable saving in time.

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5. Videophone System
A videophone enables the caller to see as well as hear the party at the other end. When the caller
lifts the videophone his image appears simultaneously on one half of his screen and on one half
of that of the party he has called. When the other party answers, his image appears on the
remaining halves of the two screens.

Choice of Means of Internal Communication:

Internal communication should be such which maximizes efficiency at minimum cost and optimum
speed. In order to achieve these objectives, the communication system must have the following
characteristics:
(i) Clarity is a fundamental necessity is case of communication. The system should allow clear
communication.
(ii) The system should be simple to operate and need not require elaborate set up.
(iii) The communication system should be cheap to install and to rim.
(iv) It is desired that the communication must attract the full attention of the receiver immediately
on its receipt.
(v) The means of communication must also ensure safety of the message to be sent.
(vi) The system chosen for communication should be economical.
(vii) There must be speed in transmission of messages.

External Communication
Communication with outsiders is known as external communication. It is essential to establish link
with customers, suppliers, Government departments, financial institutions, general public etc.
External communication is very vital to the existence of all types of organizations, whether small
or big.

Methods of External Communication

There are two broad categories of external communication – oral communication and .written
communication as it is in the case of internal communication.

(a) Oral Communication

(i) Face-to-Face meet (Personal visit) (ii) Telephones
Both these have already been discussed under Internal communication.
(b) Written External Communication

Following methods are generally used for written external communication:

Postal services
A major portion of the communication is being done through the postal department. Almost all the
firms usually take advantage of the service rendered by the postal department. Written
communication by post is convenient, easy and clear to understand. Letters, printed forms, post
cards, etc., can be sent. If the transactions are of the general type, printed form is sufficient. If the
matter is important, letter in cover may be sent in order to preserve the secrecy and goodwill of
the sender (firms). The post cards or printed forms will not always create a goodwill and good
impression on the recipient.

Evidence of the letters sent can also be obtained by sending the letters “Under certificate of
posting”, by “Recorded delivery”, by “Registered post” by “Registered with A.D.”, etc. Registered
letters with A.D. (Acknowledgement due) sent by the sender will get an acknowledgement from
the recipient through post. This is a proof that the recipient has received the particular
communication. When one wants to send valuable letters or documents, through post they can

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be sent by registered and insured. The charges of insurance are according to the value of
documents, for which insurance is affected.

Proper care is being given towards such registered and insured items by the postal department.
If such post has been lost in the transit then damage to the amount of insurance can be claimed
from the postal authorities.
Services Rendered:
1. Post Office collects, carries and delivers the communication (letters, parcels, etc.)
2. It undertakes quick delivery of message.
3. Sellers can sell through the post office and can collect the price from customers.
4. One can remit money to any place, within the area.
5. It renders the cheapest communication service.
6. For registration, insured letters and parcels, etc., the post office takes responsibility to make
delivery to the right person.
7. Telephonic and telegraphic communications are of great advantage in urgent situations.
8. It works as an agent for the government.

The following services may be utilized by business offices:

(a) Letters
A post card is not called a letter. Letter means an envelope containing message. For a letter not
exceeding, a stamp has to be affixed
(b) Post Card
The half of one side is meant for writing the address and for fixing stamps. Reply paid post card
can also be purchased. In such a case, the blank post card (annexed part) will be utilized by the
addressee for sending a reply.
(d) Printed Post Cards
If the communication in a post card is printed, it is a printed post card and postage payable on it
The same is the case if the communication is impressed by rubber stamp.
(d) Value Payable Post (VPP)
Under this system, business people can recover the cost of articles sent to the customers through
the agency of the post office. There is a form for this purpose. One has to fill in the form and hand
it over to the post office along with the articles. In the form the sender must specify the sum to be
remitted to him. This system has a drawback that the buyer cannot inspect the articles, unless he
pays off.
(g) Money Order (MO)
Remittance of funds can be made through the post office by means of money orders. The remitter
(sender) has to fill in the money order form and present it at the post office counter along with the
amount. There is a fixed rate of commission for sending money orders. The remitter also gets an
acknowledgement from the payee through the post office.
(h) Telegraphic Money Order (TMO)
Money order can also be sent by a telegraph. System is similar to that of ordinary money orders.
The telegram charges are also to be added to the commission. It is costly but the payee will get
the money quickly.
(j) Registration
Articles can be sent to the addressee by registered post by paying a registration fee. By
registration, the articles will be delivered more securely. The post office has limited responsibility
over the articles. When any letter is registered with acknowledgement form, the sender gets an
acknowledgement signed by the addressee, by paying an additional charge. It is called
“Registered with A.D.”
(k) Insured Post

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Valuable articles – documents, cheques, demand drafts, may be sent through post office under
an insured cover. Here, the post office acts as insurer and is liable for any loss or damage to the
article in the course of transit, up to the value for which it was insured.
(l) Post Restate
Representatives, travelers, who are not sure of their exact addresses in a town, may receive
letters addressed to the care of the postmaster of the town, and this system is called post restate.
Such letters will be retained with the postmaster for a period of one month.
(m) Returned Letter Office (RLO)
Articles or letters which cannot be delivered because of wrong or, illegible addressees are opened
in the Returned Letter Office. An attempt will be made to find out the addressee. If not, it will be
returned to the sender. If it is also impossible, then such letters will be destroyed, after a
prescribed time limit.

Reference: https://www.preservearticles.com/articles/what-are-the-different-types-of-office-
communication/21771

Activities

Instruction: Answer the following questions in not more than one paragraph. Be brief and
direct to the point. Use proper referencing for your answer to acknowledge the source. Example
is given below:
Sample question: What is Human Resource Management?
Sample answer: Human Resource Management is the strategic approach to the effective
management of people in a company or organization such that they help their business gain a
competitive advantage. It is designed to maximize employee performance in service of an employer's
strategic objectives (Wikipedia).
If there is a specified author cite the surname and year it was published or written based from the
article/s you read. Example (Arenque, 2020).
If on the other hand your answer is based from your own understanding and wordings, no need to
use referencing. You may also use a combination of own statement supported by the reference you
will read either from a website, book or other references.

Activity 1. Chapter Exercises

1. What is correspondence? Explain its importance in the office functions.
2. Discuss the differences and utilization of the following types of mails:
a. External mail
b. Internal mail
c. Outgoing mail
d. E-mail
3. Describe the methods of maintaining records of incoming and outgoing mail.

Activity 2. Action Plan

1. Submit a proposal and design a system for effective communication management scheme
in the office.

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Reminders

Your answers to all activities should be encoded using Arial, font size 11, single space. A
handwritten output may also be accepted. Use short size of bond paper for your answers. Send
a soft copy of your answers via Google Classroom, or a hard copy of which, personally, within the
scheduled date specified therein. Please be guided accordingly.

Discussion/Processing/Assessment

Modular activity will be done on the first week of the schedule for this lesson. Discussion proper
will commence on the second week of the schedule, preferably every other Saturday, 5:00-8:00
PM, via online platform, such as Google Meet or Zoom. Everyone is expected to participate, to
ensure the following:
1. Attendance
2. Discussion
3. Quiz/Chapter Test
4. Other activities

Grading System

Class Participation: 60%

Quizzes/Chapter Test: 30%
Module and Portfolio: 30%
Major Examination (MidTerm & Final): 40%
TOTAL 100%

References

1. Office Management by Balachandran and Chandrasekaran, pp. 191-200.

2. https://courses.lumenlearning.com/wm-principlesofmanagement/chapter/communication-
in-the-management-function/
3. https://www.tinypulse.com/blog/more-effective-office-communication
4. https://www.preservearticles.com/articles/what-are-the-different-types-of-office-
communication/21771
5. https://www.preservearticles.com/articles/what-are-the-different-types-of-office-
communication/21771
6. Any reliable websites on Office Systems and Technologies related searches and topics

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 Lesson 6. Intended for Week 13 & 14.
Forms and Records Management

Overview/Introduction

Forms and records are indispensable tools in an office. Forms management comprises the
development and management processes used to keep forms under control, w hile records
management refers to a set of activities required for systematically controlling the creation,
distribution, use, maintenance, and disposition of recorded information maintained as evidence
of business activities and transactions. Forms, though not yet a completed document bears
importance for proper control and efficient service functions of staff, as well as services offered to
its customers. On the other hand, records are indispensable documents that must accord proper
handling in order to preserve for future reference and other legal purposes it may serve. The
importance and management of these should be considered by exposing office staff towards
dedication and commitment to forms and records management system in the office.

Objectives

At the end of the lesson, you would be able to:

1. Identify forms and records management techniques

2. Propose and design effective forms and records management system

Course Materials

Read the following references:

1. Office Management by Balachandran and Chandrasekaran, pp. 99-115; 125-156.
2. https://www.helpsystems.com/blog/what-forms-management
3. https://en.wikipedia.org/wiki/Records_management
4. Any reliable websites on Office Systems and Technologies related searches and topics

What is Forms Management?

Forms management is the process for managing, distributing, completing, and processing forms.
This used to be a paper-based process, but web-based forms are becoming the standard
for capturing information from customers, vendors, employees, or even business partners.
The goal of forms management today is to get better data, faster turnaround, and lower costs.
Lengthy forms processing times are a no-go. Information gathered on forms should be synced
with back-end applications automatically.

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Another crucial element of forms management is control. Organizations want to control how
information can be captured. This is typically done through requiring certain fields on a form, or
providing a limited set of options that people can select from to fill out a form.

Forms management software makes forms processing go a lot smoother. But older variations of
forms management software—like OmniForm—have fallen out of support. So, if you’re using one
of those, it might be time to move on.

Watch the video if you have internet access at https://www.helpsystems.com/blog/what-forms-

management

What’s the Difference Between Forms and Documents?

Typically, forms fall under the document umbrella. They’re a type of document, typically used for
gathering information from customers or vendors. What distinguishes forms from documents is
fillable fields.

Practically every type of business uses forms to capture information. Hospitals use forms to collect
patient intake information. Banks use forms for customer loan applications. And any business with
an online presence uses forms to collect payment information.

And to get the most out of your forms, you need electronic forms management.

Forms Management in Real Life

Forms are everywhere—hospitals, banks, every human resources (HR) department.

There are many ways that electronic forms management systems are used today. But forms
management systems can go awry when paper is involved.

Do you remember a time when paper-based forms ruined your day? Let’s say you need to go to
the passport office to renew your passport. You get there and wait in line—just to find out they’ve
run out of paper forms and you can’t renew your passport that day. You’re left feeling frustrated
and annoyed—how could they be out of forms? Your customers, vendors, employees, and
business partners don’t want to feel that pain. Forms management can prevent it. And it can save
your business time. After all, even a modest savings of 10-12 hours a week adds up fast.

What Should You Put on a Form?

Some web-based forms are better than others. Using the right electronic forms technology can
make the difference between adoption and rejection by your customers, vendors, employees, and
business partners. And it all comes down to how the form is put together—and what you put on
it. So, what should you put on a form?

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Common Form Elements
Element What it Does

Back Allows user to go back a page without losing previous

entries.

Reset Form Resets all data fields on a form to a default value (can
be empty).

Submit Allows user to submit form when finished.

Text Area for free-form text entry.

File or Allows users to browse their local machine or network

Attachment and select a file to include with form.

Username User’s log-in name (can build rules such as minimum

required length).

Password Password entry (can build in requirements such as

minimum length, inclusion of uppercase or numbers,
etc.). Characters entered in this field should be
displayed as asterisks.

Forgot Allows users to follow a pre-defined procedure to

Username or retrieve their username and/or password.
Password?

Checkbox Users can select or clear a checkbox.

Radio Button Allows users to select one option from two or more
choices.

Table Allows presentation of information in a table form.

List Box Users can select from a list of choices.

Drop-Down List Allows users to select from a list, using an arrow on the
side of the control to see more options.

You should make your forms as easy to fill out as possible. For instance, don’t make the people
filling out the form figure out what date format you want—mmddyy, mm/dd/yy, mm/dd/yyyy,
dd/mm/yy, dd-mm-yyyy. Instead, let users select dates from a calendar to populate the date field.
(Or, at least provide an example of what you want.) You should also put rules in place in case of
errors. After all, if a user gets an error but doesn’t know where the problem is, how will he or she
fix it?

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How to Collect Accurate Information on Forms
How do you know if the information you collect on a form is accurate? Data validation. Forms
management should give you the ability to validate data against a database in real-time. And the
more you can validate when data is collected, the better the quality of the data in your database.
This also enables you to sync data back into the system—without manual data entry.

Common Form Validation Tactics

Validation
Tactic What it Does

Required Field Ensures that user has input an acceptable value. This
might allow alpha only, numeric only, or a combination.

Compare Ensures that input used in one area matches another. This
Fields control is often used when users are asked to provide their
email address twice to ensure its accuracy.

Range Check Ensures values entered are within a specified range.

Custom Field Allows scripts to validate input content in the field.

Validation

Capturing information is great. But what do you do with it after you capture it? Many organizations
use this information to build and assemble documents—like invoices. You don’t want bad data to
go from form to invoice. And that leads to the other side of forms management—document
automation.

What is Document Automation?

Document automation is the process of using data (often the same data collected on web-based
forms) to create documents. It can also involve assembling supporting documents as
attachments. Many companies use document automation to create purchase orders, invoices,
ship notices, and even checks. Good document automation software automatically populates data
into these documents. Then, you can use workflow automation to route them for approval. It
should alert you if approval isn’t received within a specified time, so you don’t need to worry about
manual follow-up. Using document automation helps companies speed up processes. And it
improves customer service, because key documents—like invoices—can be referenced in an
instant.

Reference: https://www.helpsystems.com/blog/what-forms-management

What is Records Management?

Records management, also known as records and information management, is an

organizational function devoted to the management of information in an organization throughout
its life cycle, from the time of creation or inscription to its eventual disposition. This includes
identifying, classifying, storing, securing, retrieving, tracking and destroying or permanently

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preserving records. The ISO 15489-1: 2001 standard ("ISO 15489-1:2001") defines records
management as "[the] field of management responsible for the efficient and systematic control of
the creation, receipt, maintenance, use and disposition of records, including the processes for
capturing and maintaining evidence of and information about business activities and transactions
in the form of records".
An organization's records preserve aspects of institutional memory. In determining how long to
retain records, their capacity for re-use is important. Many are kept as evidence of activities,
transactions, and decisions. Others document what happened and why. The purpose of records
management is part of an organization's broader function of Governance, risk management, and
compliance and is primarily concerned with managing the evidence of an organization's activities
as well as the reduction or mitigation of risk associated with it. Recent research shows linkages
between records management and accountability in governance.

Records management theory

Records life-cycle
The records life-cycle consists of discrete phases covering the life span of a record from its
creation to its final disposition. In the creation phase, records growth is expounded by modern
electronic systems. Records will continue to be created and captured by the organization at an
explosive rate as it conducts the business of the organization. Correspondence regarding a
product failure is written for internal leadership, financial statements and reports are generated
for public and regulatory scrutiny, the old corporate logo is retired, and a new one – including
color scheme and approved corporate font – takes its place in the organization's history.
Examples of records phases include those for creation of a record, modification of a
record, movement of a record through its different states while in existence, and destruction of a
record.
Throughout the records life cycle, issues such as security, privacy, disaster recovery, emerging
technologies, and mergers are addressed by the records and information management
professional responsible for organizational programs. Records and information management
professionals are instrumental in controlling and safeguarding the information assets of the entity.
They understand how to manage the creation, access, distribution, storage, and disposition of
records and information in an efficient and cost-effective manner using records and information
management methodology, principles, and best practices in compliance with records and
information laws and regulations.
Records continuum theory
The records continuum theory is an abstract conceptual model that helps to understand and
explore recordkeeping activities in relation to multiple contexts over space and time.

Records management practices and concepts

A records manager is someone who is responsible for records management in an organization.

Section 4 of the ISO 15489-1:2001 states that records management includes:

• setting policies and standards

• assigning responsibilities and authorities
• establishing and promulgating procedures and guidelines
• providing a range of services relating to the management and use of records

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• designing, implementing and administering specialized systems for managing records
• integrating records management into business systems and processes
Thus, the practice of records management may involve:

• planning the information needs of an organization

• identifying information requiring capture
• creating, approving, and enforcing policies and practices regarding records, including their
organization and disposal
• developing a records storage plan, which includes the short and long-term housing of physical
records and digital information
• identifying, classifying, and storing records
• coordinating access to records internally and outside of the organization, balancing the
requirements of business confidentiality, data privacy, and public access.
• identification and maintenance of records per a specified retention period
• executing a retention policy on the disposal of records which are no longer required for
operational reasons; according to organizational policies, statutory requirements, and other
regulations this may involve either their destruction or permanent preservation in an archive.
Records-management principles and automated records-management systems aid in the
capture, classification, and ongoing management of records throughout their lifecycle. ARMA
International defines records management as "the field of management responsible for
establishing and implementing policies, systems, and procedures to capture, create, access,
distribute, use, store, secure, retrieve, and ensure disposition of an organization's records and
information". Such a system may be paper-based (such as index cards as used in a library), or
may involve a computer system, such as an electronic records-management application.
Defensible solutions
A defensible solution is one that can be supported with clearly documented policies, processes
and procedures that drive how and why work is performed, as well as one that has clearly
documented proof of behavior patterns, proving that an organization follows such documented
constraints to the best of their ability.
While defensibility applies to all aspects of records life cycle, it is considered most important in
the context of records destruction, where it is known as "defensible disposition" or "defensible
destruction," and helps an organization explicitly justify and prove things like who destroys
records, why they destroy them, how they destroy them, when they destroy them, and where they
destroy them.
Classification
Records managers use classification or categorization of record types as a means of working with
records. Such classifications assist in functions such as creation, organization, storage, retrieval,
movement, and destruction of records.
At the highest level of classification are physical versus electronic records. (This is disputable;
records are defined as such regardless of media. ISO 15489 and other best practices promulgate
a functions based, rather than media based classification, because the law defines records as
certain kinds of information regardless of media.)
Physical records are those records, such as paper, that can be touched and which take up
physical space.

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Electronic records, also often referred to as digital records, are those records that are
generated with and used by information technology devices.
Classification of records is achieved through the design, maintenance, and application
of taxonomies, which allow records managers to perform functions such as the categorization,
tagging, segmenting, or grouping of records according to various traits.[16]
Enterprise records
Enterprise records represent those records that are common to most enterprises, regardless of
their function, purpose, or sector. Such records often revolve around the day-to-day operations of
an enterprise and cover areas such as but not limited litigation, employee management,
consultant or contractor management, customer engagements, purchases, sales, and contracts.
The types of enterprises that produce and work with such records include but are not limited to
for-profit companies, non-profit companies, and government agencies.
Industry records
Industry records represent those records that are common and apply only to a specific industry
or set of industries. Examples include but are not limited to medical industry records (e.g.,
the Health Insurance Portability and Accountability Act), pharmaceutical industry records, and
food industry records.
Legal hold records
Legal hold records are those records that are mandated, usually by legal counsel or compliance
personnel, to be held for a period of time, either by a government or by an enterprise, and for the
purposes of addressing potential issues associated with compliance audits and litigation. Such
records are assigned Legal Hold traits that are in addition to classifications which are as a result
of enterprise or industry classifications.
Legal hold data traits may include but are not limited to things such as legal hold flags (e.g. Legal
Hold = True or False), the organization driving the legal hold, descriptions of why records must
be legally held, what period of time records must be held for, and the hold location.
Records retention schedule
A records retention schedule is a document, often developed using archival appraisal concepts
and analysis of business and legal contexts within the intended jurisdictions, that outlines how
long certain types of records need to be retained for before they can be destroyed.

Managing physical records

Managing physical records involves different disciplines or capabilities and may draw on a variety
of forms of expertise.
Identifying records
If an item is presented as a legal record, it needs to be authenticated. Forensic experts may need
to examine a document or artifact to determine that it is not a forgery, and that any damage,
alteration, or missing content is documented. In extreme cases, items may be subjected to
a microscope, x-ray, radiocarbon dating or chemical analysis. This level of authentication is rare,
but requires that special care be taken in the creation and retention of the records of an
organization.

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Storing records
Records must be stored in such a way that they are accessible and safeguarded against
environmental damage. A typical paper document may be stored in a filing cabinet in an office.
However, some organisations employ file rooms with specialized environmental controls
including temperature and humidity. Vital records may need to be stored in a disaster-resistant
safe or vault to protect against fire, flood, earthquakes and conflict. In extreme cases, the item
may require both disaster-proofing and public access, such as the original, signed US
Constitution. Civil engineers may need to be consulted to determine that the file room can
effectively withstand the weight of shelves and file cabinets filled with paper; historically,
some military vessels were designed to take into account the weight of their operating procedures
on paper as part of their ballast equation[citation needed] (modern record-keeping technologies have
transferred much of that information to electronic storage). In addition to on-site storage of
records, many organizations operate their own off-site records centers or contract with
commercial records centres.
Retrieval of records
In addition to being able to store records, enterprises must also establish the proper capabilities
for retrieval of records, in the event they are needed for a purpose such as an audit or litigation,
or for the case of destruction. Record retrieval capabilities become complex when dealing with
electronic records, especially when they have not been adequately tagged or classified for
discovery.
Circulating records
Tracking the record while it is away from the normal storage area is referred to as circulation.
Often this is handled by simple written recording procedures. However, many modern records
environments use a computerized system involving bar code scanners, or radio-frequency
identification technology (RFID) to track movement of the records. These can also be used for
periodic auditing to identify unauthorized movement of the record.
Disposal of records
Disposal of records does not always mean destruction. It can also include transfer to a historical
archive, museum, or private individual. Destruction of records ought to be authorized by law,
statute, regulation, or operating procedure, and the records should be disposed of with care to
avoid inadvertent disclosure of information. The process needs to be well-documented, starting
with a records retention schedule and policies and procedures that have been approved at the
highest level. An inventory of the records disposed of should be maintained, including certification
that they have been destroyed. Records should never simply be discarded as refuse. Most
organizations use processes including pulverization, paper shredding or incineration.
Commercially available products can manage records through all processes active, inactive,
archival, retention scheduling and disposal. Some also utilize RFID technology for the tracking of
the physical file.

Managing digital records

The general principles of records management apply to records in any format. Digital records,
however, raise specific issues. It is more difficult to ensure that the content, context and structure

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of records is preserved and protected when the records do not have a physical existence. This
has important implications for the authenticity, reliability, and trustworthiness of records.
Much research is being conducted on the management of digital records. The International
Research on Permanent Authentic Records in Electronic Systems (InterPARES) Project is one
example of such an initiative. Based at the School of Library, Archival and Information Studies at
the University of British Columbia, in Vancouver, British Columbia, Canada, the InterPARES
Project is a collaborative project between researchers all across the world committed to
developing theories and methodologies to ensure the reliability, accuracy, and authenticity of
digital records.
Functional requirements for computer systems to manage digital records have been produced by
the US Department of Defense,[12] The United Kingdom's National Archives and the European
Commission,[17] whose MoReq (Model Requirements for the Management of Electronic Records)
specification has been translated into at least twelve languages funded by the European
Commission.
Particular concerns exist about the ability to access and read digital records over time, since the
rapid pace of change in technology can make the software used to create the records obsolete,
leaving the records unreadable. A considerable amount of research is being undertaken to
address this, under the heading of digital preservation. The Public Record Office Victoria
(PROV) located in Melbourne, Australia published the Victorian Electronic Records Strategy
(VERS) which includes a standard for the preservation, long-term storage and access to
permanent electronic records. The VERS standard has been adopted by all Victorian Government
departments. A digital archive has been established by PROV to enable the general public to
access permanent records. Archives New Zealand is also setting up a digital archive.
Electronic tax records
Electronic Tax Records are computer-based/non-paper versions of records required by tax
agencies like the Internal Revenue Service. There is substantial confusion about what constitutes
acceptable digital records for the IRS, as the concept is relatively new. The subject is discussed
in Publication 583 and Bulletin 1997-13, but not in specific detail.
Businesses and individuals wishing to convert their paper records into scanned copies may be at
risk if they do so. For example, it is unclear if an IRS auditor would accept a JPEG, PNG,
or PDF format scanned copy of a purchase receipt for a deducted expense item.

Current issues

Compliance and legal issues

While public administration, healthcare and the legal profession have a long history of records
management, the corporate sector has generally shown less interest. This has changed in recent
years due to new compliance requirements, driven in part by scandals such as
the Enron/Andersen affair and more recent problems at Morgan Stanley. Corporate records
compliance issues including retention period requirements and the need to disclose information
as a result of litigation have come to be seen as important. Statutes such as the US Sarbanes-
Oxley Act have resulted in greater standardization of records management practices. Since the
1990s the shift towards electronic records has seen a need for close working relations between
records managers and IT managers, particularly including the legal aspects, focused on
compliance and risk management.
Security

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Privacy, data protection, and identity theft have become issues of increasing interest. The role of
the records manager in the protection of an organization's records has grown as a result. The
need to ensure personal information is not retained unnecessarily has brought greater focus to
retention schedules and records disposal.
Transparency
The increased importance of transparency and accountability in public administration, marked by
the widespread adoption of Freedom of Information laws, has led to a focus on the need to
manage records so that they can be easily accessed by the public. For instance, in the United
Kingdom, Section 46 of the Freedom of Information Act 2000 required the government to publish
a Code of Practice on Records Management for public authorities. [18] Similarly, European Union
legislation on Data Protection and Environmental Information, requiring organisations to disclose
information on request, create a need for effective management of such records.
Adoption and implementation
Implementing required changes to organisational culture is a major challenge, since records
management is often seen as an unnecessary or low priority administrative task that can be
performed at the lowest levels within an organization. Reputational damage caused by poor
records management has demonstrated that records management is the responsibility of all
individuals within an organization.
An issue that has been very controversial among records managers has been the uncritical
adoption of Electronic document and records management systems.
Impact of internet and social media
Another issue of great interest to records managers is the impact of the internet and related social
media, such as wikis, blogs, forums, and companies such as Facebook and Twitter, on traditional
records management practices, principles, and concepts, since many of these tools allow rapid
creation and dissemination of records and, often, even in anonymous form.
Records life cycle management
A difficult challenge for many enterprises is tied to the tracking of records through their
entire information life cycle so that it's clear, at all times, where a record exists or if it still exists at
all. The tracking of records through their life cycles allows records management staff to
understand when and how to apply records related rules, such as rules for legal hold or
destruction.
Conversion of paper records to electronic form
As the world becomes more digital in nature, an ever-growing issue for the records management
community is the conversion of existing or incoming paper records to electronic form. Such
conversions are most often performed with the intent of saving storage costs, storage space, and
in hopes of reducing records retrieval time.
Tools such as document scanners, optical character recognition software, and electronic
document management systems are used to facilitate such conversions.

Electronic records management systems

An Electronic Document and Records Management System is a computer program or set of
programs used to track and store records. The term is distinguished from imaging and document
management systems that specialize in paper capture and document management respectively.

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Electronic records management Systems commonly provide specialized security and auditing
functionality tailored to the needs of records managers.
Commercial records centers
Commercial records centers are facilities which provide services for the storage for paper records
for organizations. In some cases, they also offer storage for records maintained in electronic
formats. Commercial records centers provide high density storage for paper records and some
offer climate controlled storage for sensitive non-paper and critical (vital) paper media. There is a
trade organization for commercial records centers (for example, PRISM International), however,
not all service providers are members.

Reference: https://en.wikipedia.org/wiki/Records_management

Activities

Instruction: Answer the following questions in not more than one paragraph. Be brief and
direct to the point. Use proper referencing for your answer to acknowledge the source. Example
is given below:
Sample question: What is Human Resource Management?
Sample answer: Human Resource Management is the strategic approach to the effective
management of people in a company or organization such that they help their business gain a
competitive advantage. It is designed to maximize employee performance in service of an employer's
strategic objectives (Wikipedia).
If there is a specified author cite the surname and year it was published or written based from the
article/s you read. Example (Arenque, 2020).
If on the other hand your answer is based from your own understanding and wordings, no need to
use referencing. You may also use a combination of own statement supported by the reference you
will read either from a website, book or other references.

Activity 1. Chapter Exercises

1. “Forms are the basic tools of office operations.” Explain.
2. What are the principles of designing forms? Why is form design essential?
3. What must be considered in controlling forms?
4. Discuss the different methods of filing systems used in modern office.
5. Explain the essential requirements of Records Management System.

Activity 2. Action Plan

1. Look for a sample firm or organization and ask them of the types of forms they are
frequently using. You might ask the title and picture of forms, if possible. Interview one
of their employees what special management scheme or rules they have in the utilization
of forms in their office.
2. Suppose you are already a manager of your firm, make or suggest a plan for a record
management system in your office. A template for this will be sent via google classroom.

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Reminders

Your answers to all activities should be encoded using Arial, font size 11, single space. A
handwritten output may also be accepted. Use short size of bond paper for your answers. Send
a soft copy of your answers via Google Classroom, or a hard copy of which, personally, within the
scheduled date specified therein. Please be guided accordingly.
Discussion/Processing/Assessment
Modular activity will be done on the first week of the schedule for this lesson. Discussion proper
will commence on the second week of the schedule, preferably every other Saturday, 5:00-8:00
PM, via online platform, such as Google Meet or Zoom. Everyone is expected to participate, to
ensure the following:
1. Attendance
2. Discussion
3. Quiz/Chapter Test
4. Other activities

Grading System

Class Participation: 60%

Quizzes/Chapter Test: 30%
Module and Portfolio: 30%
Major Examination (MidTerm & Final): 40%
TOTAL 100%

References

1. Office Management by Balachandran and Chandrasekaran, pp. 99-115; 125-156.

2. https://www.helpsystems.com/blog/what-forms-management
3. https://en.wikipedia.org/wiki/Records_management
4. Any reliable websites on Office Systems and Technologies related searches and topics
Prepared by: Noted and Reviewed by:

DORREN D. ARENQUE, PhD MARY KRIS S. LAVADIA, MA English

Subject Instructor Head, Academic Program

Approved by:

Assoc. Prof. HONORATO I. CABRERA, JR.

Branch Director, PUP-Ragay Branch

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