Cover image for Webster's New World office professional's desk reference
Title:
Webster's New World office professional's desk reference
Author:
Vlamis, Anthony S., 1942-
Publication Information:
New York : Macmillan General Reference, [1999]

©1999
Physical Description:
xxvii, 594 pages : illustrations ; 24 cm + 1 computer laser optical disk (4 3/4 in.)
General Note:
"The essential resource for the successful office manager or assistant"--Cover.
Language:
English
ISBN:
9780028628837
Format :
Book

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Call Number
Material Type
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Status
Central Library HF5547.5 .W388 1999 Book and Software Set Non-Fiction Area
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Summary

Summary

This package gives advice, tips and resources for accomplishing many diverse tasks in the least amount of time, covering such areas as DTP and video conferencing. The CD-ROM provides electronic templates for all letter-writing needs, from cover letters to sales letters.


Author Notes

About the Author/Contributors Anthony S. Vlamis (residing in River Vale, New Jersey) has been in the field of business, professional, technical, and reference publishing for 25 years. A former executive editor at Simon & Schuster, Prentice-Hall, Amacom Books, and Van Nostrand Reinhold, he edited and published hundreds of titles in the business, industrial engineering, finance, and technology areas. He was a founder of Alexander Publishing and Marketing, a newsletter publisher and direct-marketing services agency. He is the author of Smart Leadership published by the American Management Association. Susan Heyboer O'Keefe is co-founder and editor of the monthly newsletter Secrets and Strategies for the Office Professional (Economics Press) and editor of Stroman and Wilson's Administrative Assistant's and Secretary's Handbook (AMACOM Books). Florence Stone has over 25 years of experience in management publishing at the American Management Association, most recently as senior editor responsible for all the organization's newsletters and journals. She is author of the new AMACOM book Coaching, Counseling & Mentoring. During her association with AMA, she has become an authority on supervisory and middle management problems and concerns. Geoffrey Steck heads Alexander Publishing Inc., headquartered in Englewood, New Jersey. The firm provides direct-marketing support, motivational and business skills training, and editorial and publishing services such as the monthly newsletter Secrets & Strategies for Office Professionals (formerly Secretary's Letter), the magazine Leadership-with a Human Touch, and the biweekly First-Rate Customer Service Manager's Memo. E. Alexander Saenz is a New York-based communications specialist for one of the world's largest banks and regularly writes for the mutual fund industry. As a freelance writer in the business and finance area, his writings have also appeared in a variety of professional books and journals including Management Review and the Take-Charge Assistant. M. Faunette Johnston is an experienced reference editor working on such titles as Pocket Style Guide, Dictionary of Quotations, Dictionary of Science, Pocket Book of Facts, Dictionary of Computer Terms, and Pocket Internet Directory and Dictionary. She has a Master's degree in Communications Development from Colorado State University. Other contributors include: Susan C. Bauer, Jeanette L. Bely, Murray Bromberg, Linda A. Bruce, Lois M. Burns, William W. Cook, Rose A. Doherty, Julie Eichenberger, Joyce Gold, Charlotte B. Holmquest, Audrey Katz, Milton Katz, Ruth Kimball Kent, Doreen La Blanc, Sheryl Lindsell-Roberts, James C. Matthews, John I. McCollum, Ardis R. Morton, Emojean G. Novotny, Barry Persky, Naomi Dornfeld Platt, Warren T. Schimmel, Abba Spero.


Table of Contents

Sidebars and Tablesp. xxv
Chapter 1 Communicationsp. 1
Face-to-Face Customer/Client Relationsp. 2
Basic Communication Techniquesp. 3
Use the "Magic Mirror" Approachp. 3
Add the Personal Touchp. 3
The Protocol of Introductionsp. 4
Basic Principles of Organization and Effectivenessp. 5
Telephone Techniquesp. 5
Speaking Clearly and Pleasantlyp. 5
Answering Promptlyp. 6
On the Phonep. 7
Handling Incoming Callsp. 7
Routing the Callp. 8
Taking Messagesp. 9
Taking Actionp. 10
Completing the Incoming Callp. 11
Answering Services, Answering Machines, and Voice Mailp. 11
Answering Servicesp. 11
Answering Machinesp. 12
Voice Mailp. 12
Telephone Directoriesp. 12
Personal Phone Directoriesp. 14
Assembling Data for Outgoing Callsp. 15
Long-Distance Servicesp. 15
Time Differencesp. 19
Teleconferencingp. 20
Cellular Guidelinesp. 37
Memosp. 38
Types of Memosp. 39
Parts of a Memop. 39
To/Fromp. 39
Datep. 41
Subjectp. 41
Bodyp. 41
Reference Informationp. 51
Word/Information Processing Codesp. 42
Copies and Distributionp. 42
Formatting a Memop. 42
Minutes of a Meetingp. 43
Types of Meetingsp. 44
Preparing the Minutesp. 44
Format of Minutesp. 45
Correspondencep. 46
Lettersp. 46
Letter Stylesp. 47
Block Style (Letter 1)p. 48
Modified Block Style (Letters 2 and 3)p. 48
Simplified Letter Style (Letter 4)p. 49
Business Letter Punctuationp. 50
Basic Parts of a Business Letterp. 50
Letterheadp. 51
Datelinep. 51
Inside Addressp. 52
Salutationp. 53
Body of the Letterp. 54
Complimentary Closingp. 54
Signature and Titlep. 55
Reference Initialsp. 57
File Name Notationp. 58
Other Elements in a Business Letterp. 58
Attention Linep. 58
Subject Linep. 59
Reply Reference Notationp. 59
Enclosure Notationp. 59
Copy Notationp. 59
Blind Copiesp. 60
Postscriptp. 60
Mailing Notationp. 60
Multiple Page Lettersp. 60
Using Templatesp. 62
Doing Mass Mailingsp. 62
Envelopesp. 63
Non-Address Informationp. 63
Bar Code Clear Areap. 63
Faxesp. 64
Fax Protocolp. 65
Dealing with the Fax Machinep. 65
Efficient Faxingp. 66
Sending Large or Multiple Faxesp. 67
Choosing Fax Over Regular Mailp. 69
Fax Formattingp. 70
E-mailp. 70
For More Informationp. 72
Chapter 2 Other Office Documentsp. 73
Business Reportsp. 74
Types of Business Reportsp. 74
Format and Preparationp. 76
Paperp. 76
Choosing Typep. 77
Parts of a Business Reportp. 77
Body of the Reportp. 81
Bibliography and Appendicesp. 86
Short Reportsp. 88
Visual Aidsp. 91
Types of Visualsp. 92
Choosing a Chart Stylep. 92
Pie Chartsp. 93
Bar Chartsp. 93
Line Chartsp. 94
The Four Cs of Chart Designp. 94
Be Concisep. 94
Be Conservativep. 94
Be Consistentp. 95
Be Carefulp. 95
Presentationsp. 95
Presentation and Graphics Softwarep. 97
Web Pagesp. 98
Company Newslettersp. 99
For More Informationp. 101
Chapter 3 Office Equipment and Suppliesp. 103
Equipment Selectionp. 104
Needs Analysisp. 104
Applicationsp. 105
Usersp. 105
Ease of Usep. 105
Demonstrationp. 106
Documentation and Supportp. 106
Versatility and Upgradabilityp. 107
Other Considerationsp. 107
Office Equipment Leasesp. 107
Equipment Basicsp. 108
Telephones and Telephone Systemsp. 109
Features and Accessoriesp. 109
Telephone Systemsp. 111
Fax Machinesp. 116
Copiersp. 118
Copier Paperp. 119
Electronic Typewritersp. 120
Recording and Dictation Equipmentp. 120
VCRs and Projectorsp. 121
VCRsp. 121
Projectorsp. 122
Shreddersp. 124
Equipment Maintenance and Ordering Office Suppliesp. 125
Equipment Maintenancep. 125
General Troubleshooting Instructionsp. 126
Ordering Office Suppliesp. 128
Catalogs and Superstoresp. 128
Logging and Orderingp. 129
Storagep. 131
References and Publications for Officesp. 134
Letterhead and Business Cardsp. 135
For More Informationp. 136
Chapter 4 Mailing and Shippingp. 139
The Office Mailp. 140
Incoming Mailp. 140
Picking Up the Mailp. 141
Opening Mailp. 141
Preparing Mailp. 143
Outgoing Mailp. 144
Getting Mail Outp. 146
Mailing and Shipping Servicesp. 147
Basic Shipping Servicesp. 148
Mailing and Shipping on the Grand Scalep. 148
Commercial Package-Delivery Servicesp. 149
Air Freightp. 151
Counter-to-Counter Shippingp. 151
Couriers and Messengersp. 152
Foreign Mail and Shippingp. 153
Other Types of Office Communicationp. 153
Telegramp. 153
Cablegramp. 154
Telexp. 154
Faxp. 155
U.S. Postal Servicep. 156
Types and Classes of Mailp. 156
First-Class Mailp. 157
Express Mailp. 157
Priority Mailp. 157
Periodicalsp. 157
Standard Mail (A)p. 157
Standard Mail (B)p. 158
Types of USPS Servicesp. 158
General Deliveryp. 158
Mail Forwardingp. 158
Certificate of Mailingp. 158
Certified Mailp. 159
Collect on Deliveryp. 159
Merchandise Return Servicep. 159
Registered Mailp. 160
Restricted Deliveryp. 160
Return Receiptp. 160
Return Receipt for Merchandisep. 160
Special Handlingp. 160
International Mailp. 161
Types of International Mailp. 161
Customs Formsp. 162
Postage Metersp. 162
For More Informationp. 164
Chapter 5 Computersp. 165
Personal Computersp. 166
Parts of the PCp. 166
Monitorsp. 167
Central Processing Unit (CPU)p. 168
Memoryp. 169
Hard Disk Drivesp. 171
Floppy Disksp. 171
CD-ROMsp. 172
Keyboardp. 172
Mousep. 173
Peripheralsp. 174
Modemsp. 175
Removable Cartridge Drivesp. 176
Printersp. 176
Plotterp. 179
Scannerp. 179
Uninterruptible Power Supplies (UPS)p. 179
Video Equipmentp. 180
Types of PCsp. 181
Desktop Systemsp. 181
Laptop or Notebook Computersp. 181
Personal Digital Assistantsp. 185
Networksp. 185
Two Kinds of Networksp. 185
Advantages and Disadvantages of a LANp. 186
LAN Advantagesp. 187
LAN Disadvantagesp. 187
Network and Internet Communicationsp. 189
Internet Protocolsp. 189
Intranetsp. 191
Extranetsp. 191
Connecting to the Internetp. 192
Connection Speedp. 192
Connection Methodp. 193
Operating Systemsp. 196
Software Applicationsp. 197
Word Processing Softwarep. 199
Electronic Clip Artp. 200
Spreadsheet Softwarep. 201
Database Management (DBM)p. 202
Types of Databasesp. 202
Presentation Softwarep. 203
Desktop Publishingp. 204
Communications Softwarep. 207
E-mailp. 207
Fax Softwarep. 208
Electronic Data Interchange (EDI)p. 208
Other Applicationsp. 209
Project Planningp. 209
Employee Handbooksp. 209
Bookkeeping and Accountingp. 209
Money Managementp. 209
Starting a Businessp. 209
Mapsp. 209
Basic Guidelines for Selecting Softwarep. 209
Understanding Upgradesp. 210
Software Bundlesp. 211
For More Informationp. 216
Chapter 6 Office Environments and Workstationsp. 217
Selecting and Optimizing Workspacep. 218
Using a Floor Planp. 218
Office Lightingp. 220
Incandescent Lightingp. 220
Fluorescent Lightingp. 220
Halogen Lightingp. 220
The Best Light for the Workspacep. 220
Office Furniturep. 221
Desks and Other Furnishingsp. 221
Computer Furniturep. 223
File Storagep. 223
Computers in the Officep. 224
Workstations in the Officep. 225
Components of Workstationsp. 225
Workstation Adjustment Ergonomicsp. 226
The Chairp. 227
The Monitorp. 227
The Keyboardp. 227
Shelves and Bookcasesp. 228
Other Accessoriesp. 228
Organization of the Workstationp. 228
Workstation Accessoriesp. 229
Reducing Paper Waste and Recyclingp. 229
Office Safety, Health, and Securityp. 233
Office Health and Safetyp. 233
The Occupational Safety and Health Administrationp. 233
Preventing Accidents and Work-Related Injuriesp. 237
First Aidp. 237
Disaster Planningp. 239
Firep. 240
Securityp. 241
Terrorism and Disgruntled Employeesp. 242
Office Maintenancep. 243
Janitorial Servicesp. 243
Policies and Procedures Manualsp. 244
What to Includep. 245
Job Descriptionsp. 246
Workstation Manualp. 248
Job Instructionsp. 249
Corporate Stylep. 250
Office Libraryp. 251
Moving Without Headachesp. 252
For More informationp. 254
Chapter 7 Office Operationsp. 255
Forms Managementp. 256
Generic Formsp. 257
Filing Systemsp. 258
Traditional Filing Systemsp. 259
Alphabetic Systemsp. 260
Namep. 260
Geographic Locationp. 260
Subjectp. 260
Combination Subject Systemsp. 260
Subject-Numericp. 261
Duplex-Numericp. 261
Alphanumericp. 261
Numeric Systemsp. 262
Straight Numericp. 262
Terminal Digitp. 262
Triple Digitp. 263
Middle Digitp. 263
Decimal Systemp. 263
Phonetic Systemsp. 263
Electronic Filing Systemsp. 264
Physical Setup of Filesp. 265
Arranging Filesp. 266
Setting Up the File Drawerp. 266
Preparation of Material for Filingp. 267
Finding and Using Filesp. 268
Card Filep. 269
Color Codingp. 269
Indexing and Alphabetizingp. 270
Long-Term File Maintenancep. 278
Records Managementp. 279
Micrographicsp. 279
Managing Moneyp. 282
Managing Cash Transactionsp. 282
Handling the Bank Accountp. 283
Making Bank Depositsp. 283
Endorsing Checksp. 283
Forms of Endorsementp. 285
Dishonored Checksp. 287
Bank Statementsp. 287
Bank Reconciliationp. 287
Bank Reconciliation Statementsp. 289
Investigating Outstanding Checksp. 290
Handling Cash Paymentsp. 291
Writing Checksp. 291
Certified Checksp. 292
Stopping Payment on a Checkp. 293
Petty Cash Fundp. 293
Bookkeepingp. 294
Business Recordsp. 295
Tax Recordsp. 295
Travel and Entertainment Expensesp. 296
Automobile Expense Recordp. 297
Employer's Personal Tax Recordsp. 298
Payrollp. 298
For More Informationp. 301
Chapter 8 Organizing People and Timep. 303
Organizing Meetings and Conferencesp. 304
Planningp. 304
The Offsite Large Meeting or Conferencep. 307
The In-house Meeting or Conferencep. 308
Facilitiesp. 309
The Offsite Large Meeting or Conferencep. 309
The In-house Meeting or Conferencep. 311
Suppliesp. 313
Shippingp. 313
Keeping a Budgetp. 314
Notificationp. 315
Press Releasesp. 316
The Agendap. 316
Teleconference and Video Conferencesp. 317
Minutesp. 320
Time Managementp. 321
Basic Timesaving Strategiesp. 322
Analyze the Way You Use Time Nowp. 322
Ask: "Is This the Best Use of My Time Right Now?"p. 322
Learn How to Delegatep. 323
Live with a Schedulep. 323
Know the Times You Work Your Bestp. 324
Work with a "To Do" Listp. 324
Learn to Say "No"p. 325
Handle Paper Only Oncep. 326
Avoid Interruptionsp. 326
Keep Your Desk Neat and Cleanp. 326
Manage the Executive Efficientlyp. 327
Tools for Time Managementp. 327
Wall and Day Plannersp. 327
Appointment Calendarsp. 329
Project Planners and Flowchartsp. 330
For More Informationp. 330
Chapter 9 Human Resourcesp. 331
Organizational Structures and Chartsp. 332
Hiring a New Employeep. 333
Deciding on the New Jobp. 333
Staff Requirementsp. 333
Job Descriptionsp. 334
Finding Job Candidatesp. 334
Advertising the Positionp. 335
How Much Does It Cost?p. 337
Handling Resumes and Referencesp. 337
Interviewingp. 339
Preparing for a New Employeep. 344
Training and Supervising Employeesp. 345
Performance Reviewsp. 345
Disciplinep. 346
Schedulingp. 347
Flextimep. 347
Compressed Workweekp. 347
Time-sharingp. 348
Firingp. 348
Severancep. 348
Unemploymentp. 349
Employee Rights and Responsibilitiesp. 349
Sexual Harassmentp. 350
Workplace Violencep. 350
Diversityp. 351
The Americans with Disabilities Actp. 351
The Family and Medical Leave Actp. 352
Benefitsp. 353
Health Benefitsp. 354
Health Maintenance Organizations (HMOs)p. 354
Indemnity and Reimbursement Plansp. 355
Preferred Provider Organizations (PPOs)p. 355
Insurancep. 355
Life Insurancep. 355
Accidental Death and Dismemberment Insurance (ADandD)p. 356
Disability Insurancep. 356
Retirement Plansp. 356
Defined Benefitp. 356
Defined Contributionp. 357
Pay for Time Not Workedp. 357
On the Jobp. 357
Off the Jobp. 358
Employee Servicesp. 358
Etiquettep. 359
Dealing with Office Politicsp. 360
Dressp. 361
Invitationsp. 362
Parties and Social Functionsp. 362
Gift Givingp. 363
Personal giftsp. 364
Datingp. 364
Congratulations and Condolencesp. 365
For More Informationp. 366
Chapter 10 Travel Planningp. 367
Business Travel Todayp. 368
The Itineraryp. 372
Compiling the Detailsp. 373
Making Reservationsp. 376
Internet Travel Servicesp. 377
International Travelp. 379
International Airline Travelp. 381
Passport, Visa, Immunizations, and Customsp. 382
Passportp. 382
Visasp. 383
Immunizationsp. 383
Customsp. 384
Getting Extra Business Help While Awayp. 384
Money: Yours and Theirsp. 385
Legal Help Abroadp. 386
Medical Help Abroadp. 386
Medical Insurancep. 387
Renting and Driving Cars in Other Countriesp. 389
Business Etiquette Abroadp. 390
Timelinessp. 390
Giftsp. 390
Imprinted Itemsp. 391
Gift-wrappingp. 391
Body Languagep. 391
Formalityp. 391
Post-Travel Tasksp. 394
Expense Reportsp. 394
For More Informationp. 395
Grammar and Punctuation Guidep. 397
Introductionp. 398
Grammarp. 398
Parts of Speechp. 398
Nounp. 398
Pronounp. 399
Verbp. 399
Adjectivep. 399
Adverbp. 399
Prepositionp. 399
Conjunctionp. 399
Interjectionp. 399
Phrases and Clausesp. 400
Phrasep. 400
Clausep. 400
Types of Sentencesp. 401
Simple Sentencep. 401
Compound Sentencep. 401
Complex Sentencep. 401
Compound-Complex Sentencep. 401
Parts of a Sentencep. 401
Subjectp. 402
Verbp. 402
Complementp. 403
Modifiersp. 405
Connectivesp. 405
Verbalsp. 406
Nouns and Pronounsp. 407
Proper Nounsp. 407
Common Nounsp. 407
Collective Nounsp. 408
Concrete Nounsp. 408
Abstract Nounsp. 408
Personal Pronounsp. 408
Relative Pronounsp. 408
Interrogative Pronounsp. 409
Indefinite Pronounsp. 409
Demonstrative Pronounsp. 409
Reflexive Pronounsp. 409
Casep. 410
Nominative Casep. 411
Subject of a Verb in a Main Clausep. 411
Subject of a Relative Clausep. 411
Subject of a Clause Introduced by than or asp. 412
Words Following Forms of be (Predicate Nominative)p. 413
Direct Addressp. 413
Objective Casep. 414
Direct Object of a Verb or Verbalp. 414
Indirect Object of a Verb or Verbalp. 415
Object of a Prepositionp. 415
Subject of an Infinitivep. 415
Words Following Infinitive to bep. 415
Subject of a Participle and of a Gerundp. 416
Possessive Case (and Its Proper Punctuation)p. 416
Possessive of Singular Wordsp. 416
Possessive of Plural Wordsp. 418
Use of the of Phrase to Form Possessivep. 419
Possessive of Compound Wordsp. 419
Joint, Separate, and Alternative Possessionp. 420
Possessive of Abbreviationsp. 421
Parallel Possessivesp. 421
Possessive with a Gerundp. 422
He/Shep. 422
Agreement and Referencep. 423
Subject Problemsp. 423
Collective Wordsp. 423
Units of Measurep. 426
Confusing Singular and Plural Formsp. 426
Indefinite Pronounsp. 427
Relative Pronounsp. 429
Subjects Joined by andp. 430
Subjects Joined by or or norp. 431
Shifts in Number or Personp. 431
Structure Problemsp. 433
Verb Precedes Subjectp. 433
Words Intervening Between Subject and Verbp. 434
Subject and Predicate Differ in Numberp. 435
Construction Shift and Parallelismp. 435
Special Problems of Pronoun Referencep. 435
Ambiguous Antecedentsp. 436
Indefinite Antecedentsp. 436
Implied Antecedentsp. 436
Vague Referencep. 436
Verbs and Verbalsp. 437
Tensep. 437
Principal Parts of Troublesome Verbsp. 439
Past Tense vs. Past Perfect Tensep. 441
Moodp. 441
Indicative Moodp. 441
Imperative Moodp. 441
Subjunctive Moodp. 442
Shifts in Moodp. 443
Voicep. 443
Active and Passive Voicep. 444
Shifts in Voicep. 444
Modifiersp. 444
Classification of Modifiersp. 445
Articlesp. 445
Adverbs with Two Formsp. 446
Adjectives and Adverbs (Degrees of Comparison)p. 446
Positive Degreep. 446
Comparative Degreep. 447
Superlative Degreep. 447
Using -er and -est vs. more and mostp. 447
Irregular Comparisonsp. 448
Problems with Comparison (Adjectives and Adverbs)p. 448
Comparison with other and elsep. 448
Incomplete Comparison--Improper Ellipsisp. 449
Split Infinitivesp. 450
Verbals and Verbal Phrases as Modifiersp. 450
Dangling Verbal Phrasesp. 450
Prepositional Phrases as Modifiersp. 451
Dependent Clauses as Modifiersp. 452
Relative Pronouns Introducing Clausesp. 452
Placement of Modifiersp. 452
Modifier Between Subject and Verbp. 453
Single Adverbsp. 453
Phrases and Clausesp. 453
Relative Clausesp. 454
Squinting Constructionsp. 454
Connectivesp. 454
Prepositionsp. 455
Prepositional Idiomsp. 455
Placement of Prepositionsp. 460
Superfluous Prepositionsp. 460
Faulty Omission of Prepositionsp. 460
Conjunctions and Parallelismp. 460
Coordinate Conjunctions Showingp. 461
Correlative Conjunctions Showing Coordination (Parallelism)p. 461
Troublesome Conjunctionsp. 462
Punctuationp. 467
Apostrophep. 467
Bracketsp. 469
Colonp. 469
Commap. 470
Dashp. 473
Ellipsisp. 473
Exclamation Markp. 473
Hyphenp. 474
Parenthesesp. 474
Periodp. 475
Question Markp. 475
Quotation Marksp. 476
Semicolonp. 477
Capitalizationp. 478
Numbersp. 480
Spelled Outp. 480
Expressed in Figuresp. 482
Large Numbersp. 483
Roman Numeralsp. 483
Datesp. 484
Compound Wordsp. 484
General Rulesp. 485
Solid Compoundsp. 486
Unit Modifiersp. 488
Prefixes, Suffixes, and Combining Formsp. 491
Numerical, Scientific, and Technical Compoundsp. 493
Improvised Compoundsp. 493
Usagep. 494
Abbreviationsp. 532
Punctuationp. 533
Geographic Termsp. 533
Names and Titlesp. 535
Parts of Publicationsp. 537
Calendar Divisionsp. 538
Standard Word Abbreviationsp. 538
Metric Abbreviationsp. 550
Standard Abbreviations for Other Units of Measurep. 551
Latin Abbreviationsp. 556
Forms of Addressp. 561
Indexp. 573

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