Office and Office Document Handled by a Receptionist – JSS2 Business Studies Lesson Note (First Term)

Office documents are papers used in an office to record business transactions, visitors, messages and mail. A receptionist handles many of them daily.

Behavioural objectives

1. State the two types of office documents and name the documents under each.
2. Explain the purpose of an invoice, a debit note, a credit note and a delivery note.
3. List the documents handled by a receptionist and state what each is used for.
4. Name the books used to record incoming and outgoing correspondence.
5. List the procedures for handling incoming and outgoing mail.
6. State four reasons why documents are filed.

What is an office and who is a receptionist?

An office is a place where the clerical and administrative work of an organisation is done.

• Receptionist: the officer who welcomes visitors, answers telephone calls and directs people to the right office.
• Documents handled: visitors book, message pad, appointment register, diary and the mail records.

What are office documents?

Office documents are documents used in an office for business transactions. There are two types: sales documents and purchase documents.

What are sales documents?

Sales documents are documents that keep records of sales transactions. There are four: invoice, debit note, credit note and delivery note.

They record goods sold for cash or on credit, and cases of undercharging and overcharging.

• Invoice: prepared and sent by the seller to the buyer to show the cost of the goods sold.
• Invoice contents: name, address, quantity, description, amount and terms of trade.
• Debit note: sent by the seller to the buyer to show that the buyer’s account has been debited because of undercharging.
• Credit note: sent by the seller to the buyer to show that some goods have been overcharged. It is usually printed in red.
• Delivery note: sent by the seller with the goods to show their quantity and description.

How the delivery note is used:

1. The seller sends it with the goods.
2. The buyer checks the goods delivered against it.
3. The buyer signs it.
4. A copy is sent back to the seller through the driver.

What is the difference between a debit note and a credit note?

A debit note is raised when a buyer was charged too little. A credit note is raised when a buyer was charged too much.

What are purchase documents?

Purchase documents are documents that keep records of goods purchased. There are four: letter of enquiry, quotation, order and receipt.

• Letter of enquiry: used by buyers to ask suppliers whether certain goods are available. It can also confirm terms of sale, quantity and mode of delivery.
• Quotation: sent by the seller in reply to the letter of enquiry. It states goods available, current prices, date of delivery and mode of delivery.
• Order: states the quantity of goods expected from the supplier. It is sent after receiving the price list or quotation.
• Receipt: issued by the seller to the buyer to show the amount paid for particular goods. It is legal proof of payment.

What documents does a receptionist handle?

A receptionist handles seven main documents: visitors book, telephone message pad, business card, request form, telephone directory, appointment register and diary.

What is a visitors book?

A visitors book records the details of all visitors to an organisation.

• Details recorded: visitor’s name, office visited, address, purpose of visit, time of arrival and departure, date and signature.

What is a telephone message pad?

A telephone message pad records calls received for an officer who is busy or not at his or her seat.

• Use: the receptionist writes down the message when the phone rings.
• Usual details: caller’s name, telephone number, message, date, time and the officer the call was for.

What is a business card?

A business card is a small card used to identify oneself and one’s organisation. It is also called a complimentary card or introductory card.

• Contents: name of the company, address, name of the owner, position and telephone number.

What is a request form?

A request form, also called a visitors slip, informs an officer that a visitor wants to see him or her.

• Use: some offices use it so the officer can decide whether to receive the visitor.

What is a telephone directory?

A telephone directory is a list of the names, addresses and telephone numbers of subscribers within a region or country.

• Subscribers listed: both individuals and organisations.
• Use: the receptionist traces names and numbers easily.

What is an appointment register?

An appointment register records information about visitors who have appointments and the office they wish to visit.

What is a diary?

A diary shows the daily activities of an organisation.

• Use: it records future appointments, interviews and important events.

What is office correspondence?

Correspondence means the mails and letters sent and received by an organisation.

• By post: letters sent through the post office.
• By hand: letters carried by a messenger or driver.
• Electronically: fax and email.

What books are used to record correspondence?

Five books record correspondence: mail inward book, mail outward book, despatch book, postage book and file movement book.

What is a mail inward book?

A mail inward book, also called a correspondence inward register, records the details of all official mail received by an organisation.

• Purpose: it is proof that the document sent has been received.
• Other name: it deals with incoming mail.

What is a mail outward book?

A mail outward book records the details of letters leaving an organisation for an individual, firm or another organisation.

• Purpose: it is proof that a reply has been made on a particular issue.
• Other names: outgoing mail or correspondence outward register.

What is a despatch book?

A despatch book records letters that are delivered by hand. It serves almost the same purpose as the mail outward book.

• Evidence: the receiver signs to show the letter reached the right person.

What is a postage book?

A postage book records the details of letters posted and the amount spent on stamps.

• Franking machine: a machine that is hired to print the stamp impression on the envelope to be posted.

What is a file movement book?

A file movement book records the movement of files from one department to another in an organisation.

• Kept by: the filing clerk.

What are the procedures for handling incoming mail?

Incoming mail is mail received by an organisation, by hand or by post.

• Examples: new orders, enquiries, cheques, reports and complaints from other business organisations.

The procedures are:

1. Receive the mail from the post office box or from the personnel who bring it.
2. Check the mail one after the other.
3. Sort the mail into private, official and confidential.
4. Send private and confidential mail, unopened, to the officer concerned.
5. Let a clerk open the non-confidential mail.
6. Remove the contents and check for cheques, receipts, bills and so on.
7. Record the mail in the inward book.
8. Place the mail in a file and send it to the officer concerned.

What are the procedures for handling outgoing mail?

Outgoing mail is mail leaving an organisation for another person, firm or organisation. The procedures are:

1. Collect the mail that is ready to be sent.
2. Prepare the mail for posting from the mail room.
3. Fold the mail.
4. Insert the letter or mail into an envelope.
5. Weigh the mail on a scale.
6. Stamp the mail.
7. Despatch the mail.

What is filing?

Filing is the act of putting or arranging documents in a row so that they can be found again. It covers the collection, arrangement and safe keeping of information, and its retrieval for decision making.

Why are documents filed?

1. To keep letters in safe custody.
2. To keep documents clean.
3. To keep the office tidy.
4. To retrieve documents easily and without delay.

What are the methods of filing?

There are five common methods of filing: alphabetical, numerical, subject, geographical and chronological.

• Alphabetical: files are arranged by names, from A to Z.
• Numerical: files are arranged by number.
• Subject: files are arranged by the topic they deal with.
• Geographical: files are arranged by place, such as town or state.
• Chronological: files are arranged by date.

What is mail room equipment?

Mail room equipment is the machinery used for processing large volumes of mail.

• Mail receiving equipment: letter openers and scanners help to handle incoming mail.
• Mail sending equipment: machines that automate outgoing mail, such as labelling machines, folder/inserters and tabbers.
• Envelope sealers: used for high volume mailing.

Evaluation

1. Name the two types of office documents.
2. State the difference between a debit note and a credit note.
3. What is a visitors book used for? List four details it contains.
4. List four procedures for handling incoming mail.
5. Give four reasons why documents are filed.

Assignment

Draw a mail inward book and a postage book, using the column headings shown in this note, and enter one sample letter in each.