Administrative assistant’s and secretary’s handbook

FOURTH EDITION

ADMINISTRATIVE ASSISTANT’S

AND SECRETARY’S HANDBOOK

◆ JAMES STROMAN

◆ KEVIN WILSON

◆ JENNIFER WAUSON

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AMERICAN MANAGEMENT ASSOCIATION

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Library of Congress Cataloging-in-Publication Data

Stroman, James.

Administrative assistant’s and secretary’s handbook / by James Stroman, Kevin Wilson,

Jennifer Wauson.—4th ed.

p. cm.

ISBN 978-0-8144-1760-7

1. Secretaries—Handbooks, manuals, etc. 2. Office practice—Handbooks, manuals, etc.

I. Wilson, K. (Kevin), 1958– II. Wauson, Jennifer. III. Title.

HF5547.5.S8163 2012

651.3--dc23 2011018172

© 2012 James Stroman, Kevin Wilson, Jennifer Wauson

All rights reserved.

Printed in the United States of America.

This publication may not be reproduced, stored in a retrieval system, or transmitted in whole or in

part, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise,

without the prior written permission of AMACOM, a division of American Management

Association, 1601 Broadway, New York, NY 10019

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Printing number

10 9 8 7 6 5 4 3 2 1

Dedicated to the people who have shaped our lives in magnificent ways

◆

John Wilson

Ruth Wilson

Horace Wauson

Evelyn Wauson

Bob Brueck

Pat Brueck

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CONTENTS

Preface xv

SECTION ONE ◆ GENERAL PROCEDURES

1 Overview for the New Administrative Assistant 3

Why Are You Needed? 3 Interview Tips 4

What Do Employers Want? 3 Your Apprenticeship 5

2 Daily Routine 7

Your Office 7 Dictation and Transcription 11

Your Workstation 7 Dictation Equipment 11

Office Supplies 8 Transcription 12

Reference Works 9 Your Employer's Office 14

Work Planning 10 The Intangibles 14

3 Telephone Usage 15

Telephone Manners 15 Telephone Companies 19

Taking and Transferring Calls 15 Domestic Long-Distance Calls 20

Taking Messages 16 Domestic Information 21

Screening Calls 17 Domestic Area Codes 21

Protecting Your Employer 17 International Long-Distance Calls 28

Courtesy 18 International Country Codes 28

Telephone Etiquette Tips 18 Voice-Mail Etiquette 31

Often-Used Numbers 19 Answering Services 32

4 Mail Services and Shipping 33

Beyond a Letter and a Stamp 33 Packaging 42

Addressing for Success 33 U.S. Postal Service Mail Services 45

How Your Company Can Receive Forwarding First-Class and Other Mail 47

The Benefits 34 Other Special Mail Services 47

Postal Automation: Encoding for Information on the Internet 51

Business Mailers 39 Alternatives to the USPS 51

Metering 40 Other Shipping Services 55

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v

5 Travel Arrangements 56

Today’s Business Traveler 56 The Itinerary 62

Getting the Trip Under Way 56 Before-the-Trip Checklist 63

Hotel Reservations 57 International Travel 64

Transportation Reservations 58 Languages Spoken in Foreign Countries 65

Using a Web-based Travel Service 60 Time Zones 79

Using a Travel Agency 61 International Currencies 87

6 Meetings 91

Anatomy of a Meeting 91 Meeting Agendas 95

Types of Corporate Meetings 91 Meeting Minutes 97

Scheduling Meetings 92 Conferences 100

7 Time Management 104

Overview of Time Management 104 Creating Action Plans 105

Controlling Procrastination 104 Keeping a To-Do List 106

Maintaining an Activity List 105 Scheduling 107

8 Keeping Accurate Records 108

A Critical Duty 108 Backing Up Your Files 115

Getting Ready 108 Viewing Files 115

Basic Filing Systems 109 Using Recent Items 116

File Cabinets 113 Using More Than One Computer 116

Organizing Your Computer Files 113

SECTION TWO ◆ OFFICE EQUIPMENT AND COMPUTERS

9 Office Equipment 119

Typewriters 119 Smartphones 125

Copy Machines 119 Fax Machines 126

Calculators 120 Office Computers 126

Other Office Equipment 120 Computer Input Devices 129

Telephones 121 Computer Output Devices 130

Voice Mail and Answering Storage Devices 131

Machines 122 Laptop Computers 133

Special Telephone Services 123 Maintaining Your Computer 133

Cellular Telephones 125

vi Contents

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10 Using Microsoft Windows 135

Operating Systems 135 Files and Folders 140

How Does Microsoft Windows Windows Help 141

Work? 135 Menus 142

The Windows Desktop 136 Dialog Boxes 143

Starting a Program 138 Saving Files 143

Resizing a Window 138 Printing Files 145

Minimizing, Maximizing, Restoring, Finding a File 145

and Closing Windows 139 Shortcuts 147

Using Scroll Bars 139 Deleting Files, Folders, and Shortcuts 147

Using Explorer to View Files Control Panel 148

and Folders 139 Keyboard Shortcuts 150

11 Using Apple Macintosh 152

Overview of the Apple Macintosh 152 Copy, Cut, Paste 155

Navigating with Mac OS X 152 Printing 156

Opening and Closing Programs 152 Mouse and Keyboard Commands 156

Working with Files 153 Spotlight Functions 156

Creating an Alias 155 Print to PDF 157

Saving Files 155 Keyboard Shortcuts 157

12 Email 158

Email Accounts 158 Email Address Book 166

Passwords 159 Signature Files 166

Email Programs 159 Returned Mail 166

Managing Email 162 Instant Messaging 167

Sending Attachments 163 Email Protocol for Administrative

Hyperlinks in Email Messages 166 Assistants 168

Organizing Your Emai 166 General Email Guidelines for Business 173

13 Using the Internet 176

The World Wide Web 176 Saving a Web Page 181

Connecting to the Internet 177 Downloading and Uploading Files 181

HyperText Markup Language 178 Cookies 182

Web Pages and Websites 178 Search Tools 182

Internet Addresses 178 Conducting a Search 183

Using a Web Browser 179 Error Messages 185

Bookmarks 181 Plug-Ins 185

Printing a Web Page 181 Websites of Interest to Administrative

Assistants 185

Contents vii

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14 Computer Networking 188

Connecting with Other Computers 188 Wireless Connections 189

Modems 188 Networking 190

15 Web Conferencing 193

Overview of Web Conferencing 193 Planning Your Web Conference 196

Web Conferencing Software 194 Presenting at a Web Conference 199

Organizing a Web Conference 195

16 Data Security 202

Information = Profit 202 Apprehending Criminals 204

Determining What Is a Crime 202 Protecting Your Company's Data 204

Threats from Outside 203 Computer Viruses 205

Threats from Inside 203 Maintaining Your Computer’s Security 206

Software Piracy 204 Coping with Disaster 208

17 Troubleshooting Computer Problems 209

Microsoft Windows PC Windows PC Software

Troubleshooting 209 Troubleshooting 216

Apple Macintosh Troubleshooting 218

18 Office Ergonomics 221

Recognizing Signs of Discomfort 221 Positioning Your Computer Display 225

Your Desk and Chair 222 Arranging Your Workstation 226

Positioning Your Computer Keyboard Sustained Work 227

and Mouse 223 Keyboarding Techniques 228

SECTION THREE ◆ USING MICROSOFT OFFICE

19 Common Microsoft Office 2010 Features 231

The Ribbon Bar and Command Spelling and Grammar Checking 233

Tabs 231 Using Clip Art 234

Smart Tags 231 Using Smart Art 234

Screen Tips 231 Using Word Art 234

Help 232 Drawing 235

Customizing the Ribbon Bar 232 Converting Documents 235

Quick Access Toolbar 232 Adobe Acrobat PDF Files 236

Cut, Copy, Paste 232 Keyboard Shortcuts 236

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20 Using Microsoft Word 238

Creating Documents 239 Printing Envelopes 250

Editing Documents 239 Printing and E-Mailing Mail-Merge

Formatting Documents 241 Letters 254

Printing Documents 242 Working with Templates 257

Saving and Loading Documents 243 Tracking Changes and Revisions

Advanced Word Processing in Documents 265

Features 243 Adding and Removing Draft

Creating an Address List 244 Watermarks 267

Creating and Printing Address Label 246

21 Using Microsoft PowerPoint 268

What Is Multimedia? 268 PowerPoint Templates 272

Presentation and Authoring Working with Slides in PowerPoint 273

Programs 269 Using Fonts and Color in Your

Using Microsoft PowerPoint 269 Presentations 276

Normal View 270 Using the PowerPoint Masters 278

Notes Page View 271 Inserting Visuals 279

Outline View 271 Planning a Presentation 281

Slide Sorter View 272 Making Your Presentation 282

22 Using Microsoft Excel 283

What Is a Spreadsheet? 283 Other Spreadsheet Functions 287

Navigating Around a Spreadsheet 283 Creating Charts and Graphs 288

Spreadsheet Data 284 Creating an Organizational Chart 289

Editing Your Spreadsheet 286

23 Using Microsoft Publisher 290

Overview of Microsoft Publisher 290 Adding Pages 293

Working with Publisher Tools 290 Using Master Pages 293

Setting Up Columns 292 Working with Graphics 294

Adjusting Line and Character Setting Up Styles 294

Spacing 292 Using Templates 295

24 Using Microsoft OneNote 296

What Is Microsoft OneNote? 296 Saving a Notebook 298

Creating a Notebook 296 Printing a Page of Notes 298

25 Using Microsoft Outlook 299

Tabs and Ribbon Bars 300 Using the Calendar with Outlook 301

Navigation Pane 300 Contact and Distribution Lists 303

Using Email with Outlook 300 Using the Tasks Feature in Outlook 304

Contents ix

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26 Using Microsoft Web Applications 308

What Are Microsoft Web Creating an Online Document with

Applications? 308 Microsoft Web Applications 308

SECTION FOUR ◆ BUSINESS DOCUMENTS

27 The Business Letter 315

Appearance 315 Letters Written by the Administrative

Paragraphing 316 Assistant 324

Parts of a Business Letter 316 Routine Letters 325

Beginning the Letter 317 Interoffice Memorandums and

Contents 321 Emails 332

Closing the Letter 322 Paper Selection 333

A Last Look 323 Envelopes 333

28 Other Written Communications 334

Reports 334 Press Releases 339

Documenting Sources of Tables 339

Information 338 Editing and Proofreading 341

Report Templates 339

29 Forms of Address 345

Handy Reference Chart 345 Some Additional Guidelines 361

30 Legal Documents and Terms 363

Grammalogues 363 Agreements and Contracts 366

Document Formats 363 Proxy 366

Notary Public Forms 364 Glossary of Legal and Real Estate

Codicils to a Will 364 Terms 367

SECTION FIVE ◆ LANGUAGE USAGE

31 Grammar 379

The Parts of Speech 379 Pronouns 393

Nouns 379 Prepositions 397

Verbs 380 Conjunctions 399

Adjectives 386 Articles, Determiners, and Quantifiers 402

Adverbs 390 Interjections 403

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32 Language Usage and Style 404

Subject and Verb 404 Sentence Variety 411

Predicates 406 Sentence Types 413

Objects 406 Compound Sentences 413

Complements 407 Transitions 414

Modifiers 407 Avoiding Redundancies 416

Phrases 408 Phrases and Words to Omit 416

Clauses 410 Clichés 417

Sentence Fragments 411 Unbiased Language 418

33 Common English Usage Problems 419

Language: Key to Your Success 419 Problem Pronouns 433

Verbose Expressions 419 Dangling Participles 435

Correct Usage 419

34 Spelling 436

Dictionary Uses 436 Confusing Homonyms 446

Plurals 437 American English and British English

The Suffix 439 Differences 446

Irregular Spelling 440 Compound Words and Hyphenation 447

Capitalization 441 Negative Formations 449

Commonly Misspelled Words 451

35 Pronunciation 454

Perfecting Your Speech 454 Word List 454

36 Punctuation 459

Purpose of Punctuation 459 Italics 467

The Period 459 The Apostrophe 467

The Comma 460 The Dash 468

The Question Mark 464 Ellipses 469

The Exclamation Point 464 Parentheses 469

The Semicolon 465 Brackets 469

The Colon 465 The Hyphen 470

Quotation Marks 466 The Slash 471

37 Numerals 473

Words or Figures? 473 Dates 477

Dollars and Cents 475 The Hyphen 478

Time 477 Ages 478

Contents xi

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Dimensions 479 Numbers 480

Weights and Measures 479 Roman Numerals 480

Percentages 479

SECTION SIX ◆ FINANCIAL ACTIVITIES

38 Bookkeeping and Accounting 485

Financial Record Keeping 485 Payroll 491

Assets 485 Travel and Entertainment and

Liabilities 485 Auto-Expense Records 492

Effect of Business Transactions 486 Cash Budgets 495

Accounting Statements 486 Records for Lenders 495

The Account 490

39 Business Taxes 498

The Secretary's Role 498 Self-Employment Tax 500

Federal Business Income Taxes 498 Employee or Independent Contractor? 500

State Business Income Taxes 499 Property and Net Worth Taxes 501

Franchise Tax 499 Business Licenses 501

Sales Tax 499 Tax Assistance 501

Employment Withholding Taxes 499

40 Banking 502

The Company's Bank 502 Checks 507

Checking Accounts 502 Deposits and Withdrawals 508

Savings Accounts 503 Special Situations 510

Trust Services 504 Reconciling Bank Statements 512

Other Banking Services 505

41 Business and Financial Information for Small Businesses 514

Frequently Asked Questions 514 The Small Business Administration 516

Trading with Other Countries 515 Selling to the Federal Government 521

Sources of Financing 516

42 Weights and Measures 522

U.S. Weights and Measures 522 Conversion Table 525

The International System (Metric) 524

xii Contents

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43 Business Math 528

Using a Calculator 528 Graphs and Charts 531

Using a Spreadsheet 529 Business Calculations 534

Fractions, Decimals, and Percentages 529

SECTION SEVEN ◆ CAREER ADVANCEMENT

44 Your Future 539

Growing as the Company Grows 539 Finding a New Job 541

Learn About the Business 539 Your Résumé 542

Upgrade Your Skills 539 The Interview 546

Recognizing a Time for Change 540

45 Presentation Skills 547

Why Make Presentations? 547 Solid Delivery 550

Good Preparation 547 Group Presentations 551

46 Communications Skills 553

Giving Feedback 553 Customer Service 555

Listening Well 554 Interviews 557

Nonverbal Communications 554

47 Office Management and Supervision 561

Organizational Structure 561 Ethics in Business 564

The Role of the Office Manager 562 Conflict Management 566

Building Trust with Your Team 564 Workplace Law 569

Index 573

About the Authors 591

Contents xiii

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