NSSCO Office Practice (6157) cheat sheet

Centralisation places all clerical work in one office serving the whole organisation; decentralisation attaches staff to the departments they serve, shortening communication lines but duplicating equipment.

Office layout types: cellular (separate rooms, high privacy, low supervision), open-plan (low partitions, easy supervision, noise and distraction risk), and landscaped (open-plan with plants and screens to soften noise).

A good office environment controls four physical factors: lighting (500 lux recommended for general clerical work), temperature (roughly 20-24 °C), ventilation, and noise; extremes in any one reduce accuracy and speed.

Ergonomic workstation rules: top of screen at or just below eye level, screen 45-60 cm away, forearms horizontal, feet flat, lower back supported, and a short break from the screen roughly every hour.

Organisation chart shows formal structure and lines of authority; it does not show informal relationships or the actual flow of work.

Span of control is the number of subordinates reporting to one supervisor; a narrow span gives closer supervision but creates taller hierarchies and slower decisions.

Line function gives direct authority over subordinates (e.g. a department head); staff function advises and supports without direct command (e.g. HR or legal adviser).

Benefits of a well-organised office: less wasted time searching for items, fewer errors and duplicated effort, clearer accountability, and easier induction of new staff.

Buying decision rule: compare purchase price, running costs (consumables, power, servicing), expected volume of work, space needed, and availability of trained operators and spares.

Photocopier vs duplicator: a photocopier scans and copies originals directly and suits short runs; a duplicator (offset or digital) needs a master and is cheaper per copy for long runs.

Shredder security levels rise from strip-cut to cross-cut to micro-cut; cross-cut or finer is required for confidential personal and financial records.

Computer hardware categories: input devices (keyboard, scanner, barcode reader), processing (CPU and memory), output (monitor, printer), and storage (hard disk, SSD, cloud).

Software split: system software (operating system, utilities) runs the machine; application software (word processor, spreadsheet, database, email) does the user's work.

Backup rule: keep at least one copy off-site or in the cloud, back up automatically and regularly, and test restoring files, since an untested backup is not a backup.

A franking machine prints postage and a dated impression on mail, removing the need for stamps and giving a record of postage spent.

Preventive maintenance extends machine life: clean and service on the maker's schedule, train operators, log faults, and keep a maintenance contract for critical equipment.

Communication process: sender encodes a message, chooses a channel, receiver decodes it, and feedback confirms understanding; noise is anything that distorts the message.

Formal channels follow the hierarchy (reports, memos, letters); informal channels (the grapevine) are fast but unreliable and should be checked before being acted on.

Channel choice rule: urgent and simple goes to telephone or face-to-face; complex or needing a record goes to written form; confidential goes to sealed letter or secure email.

Downward communication carries instructions and policies; upward carries reports and suggestions; horizontal (lateral) coordinates between peers; diagonal crosses departments and levels.

Barriers to communication: physical (noise, distance), semantic (jargon, ambiguous wording), psychological (prejudice, distrust), and organisational (too many levels, no clear channel).

Active listening: give full attention, do not interrupt, note key points, ask clarifying questions, and paraphrase back to confirm meaning.

Email etiquette: specific subject line, one topic per message, professional tone, no confidential data in plain email, proofread before sending, and reply within a reasonable time.

Minutes record decisions and actions, not a verbatim transcript; they state date, time, venue, attendees, apologies, items discussed, resolutions, and action owners.

Record life cycle: creation, distribution and use, maintenance and storage, then disposal by destruction or transfer to archive.

Filing classification types: alphabetical (names), numerical (numbered files with an index), chronological (by date), geographical (by place), and subject (by topic).

Alphabetical filing rules: file letter by letter, surname first for people, ignore titles and first names, and treat Mc and Mac as filed literally as spelled.

Numerical filing needs a separate index or register linking number to name; it allows unlimited expansion and gives confidentiality, but a misfile means the file is lost until the index is checked.

Cross-referencing: place a slip in the related file showing where the document is actually filed, so a searcher is not left with a gap.

Bring-forward (tickler) file holds papers that need action on a future date; the diary or reminder system prompts the action.

Retention schedule states how long each record class is kept, based on legal, fiscal, and operational needs; financial records are commonly kept for several years.

Good filing features: easy to use, economical in space and cost, safe from loss and unauthorised access, flexible enough to expand, and quick to retrieve.

Incoming mail routine: collect, sort into categories, open (not marked private or confidential), date-stamp, check contents against enclosures, record in the incoming mail register, then distribute.

Outgoing mail routine: draft and sign, check enclosures, address and fold, weigh for correct postage, seal, record in the outgoing mail register, and dispatch before the collection deadline.

Never open envelopes marked private, confidential, or personal, or addressed to an individual by name; route them unopened to that person.

Recorded delivery gives proof of posting and a signature on delivery; registered mail adds compensation cover for valuable items.

Courier services suit urgent or tracked parcels and documents; ordinary post suits routine, non-urgent, low-value items.

Franking versus stamps: franking is faster for bulk mail and gives accounting records; stamps suit occasional low-volume mail.

Mail room security: check suspicious packages (unexpected, wrong address, oily stains, wires), do not open them, isolate the item and report to security.

Email and fax have reduced paper mail, but legal documents, signed contracts, and confidential items are still often sent by post or courier for proof of delivery.

Business letter parts: letterhead, reference, date, inside address, salutation, body, complimentary close, signature, and enclosures notation.

Salutation and close pairs: Dear Sir/Madam with Yours faithfully (name unknown); Dear Mr/Ms [Surname] with Yours sincerely (name known).

Memorandum has no salutation or complimentary close; it carries To, From, Date, and Subject headings and is used for internal communication.

Circular is one document sent to many recipients at once; notice announces a single event or meeting; agenda lists items for a meeting.

Invoice requests payment and shows goods or services, quantities, prices, and terms; statement summarises transactions over a period; credit note reduces an amount owed.

Reprography means reproducing documents by photocopying, duplicating, printing, or scanning; choose the method by run length, quality, urgency, and cost per copy.

Copyright rule: do not copy substantial parts of protected works without permission or a licence; internal copying policies must respect copyright law.

Proofreading checks for errors in spelling, grammar, figures, names, and consistency before a document is signed or dispatched.

Meeting documents in order: notice (date, time, venue, purpose), agenda (items in order), minutes of the previous meeting, then working papers.

Chairperson's role: keep to agenda and time, ensure all contribute, manage conflict, and confirm decisions; secretary circulates papers and takes minutes.

Quorum is the minimum number of members who must be present for decisions to be valid; without a quorum, business cannot proceed.

Motion is a formal proposal; it is debated, amended if needed, then voted on and becomes a resolution when carried.

Travel arrangements: confirm purpose and dates, book transport and accommodation early, prepare an itinerary, check passport, visa, and insurance validity, and claim expenses with receipts.

Conference vs seminar vs workshop: a conference is a large formal meeting with presentations; a seminar is a smaller session on one topic; a workshop is hands-on and participative.

Action minutes record decisions and who is responsible for each, with a deadline; they are checked and signed by the chairperson as a correct record.

Office procedures should be written down, reviewed regularly, and communicated so that any trained member of staff can carry out the task consistently.

Employer duties: provide a safe workplace, safe equipment and systems of work, training and supervision, and a written safety policy where required by law.

Employee duties: take reasonable care of self and others, follow safety instructions, use protective equipment provided, and report hazards and accidents.

Common office hazards: trailing cables, overloaded sockets, blocked fire exits, poor lifting technique, screen glare, and slips on wet floors.

Fire procedure: raise the alarm, evacuate by the nearest safe route, do not use lifts, assemble at the designated point, and never re-enter the building until cleared.

Security measures: visitor sign-in and badges, locked cabinets for confidential files, screen locks and strong passwords, clear-desk policy, and restricted access to server rooms.

Data protection principles: collect personal data only for lawful purposes, keep it accurate and secure, retain it no longer than necessary, and give access only to authorised staff.

Confidentiality: do not disclose employer or client information, do not leave documents on printers or desks, and do not discuss business in public places.

Ethical conduct: avoid conflicts of interest, refuse gifts that could influence decisions, be honest in reporting, and follow the organisation's code of conduct.