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Sydney Distance Education High School

Certificate II in Business (BSB20115) Use Business Technology Part I

Sydney Distance Education High School

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Contents

Outcomes

Activity One

Activity Two

Activity Three

Activity Four

Activity Five

Activity Six

4

7

8

9

10

11

15

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Outcomes

By completing this unit, students are working towards achieving the following outcomes.

You have the opportunity to learn:

• How to identify a range of common office equipment

• The purpose or application of each

• What equipment is best suited for each task

• The importance of manufacturers' instructions

• How to document simple equipment operations

• The importance of safety

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TYPES OF OFFICE EQUIPMENT AND OPERATING OFFICE EQUIPMENT In this section you will learn about the range of common office equipment available in a typical business environment and the purpose of each. You will understand the importance of training and personal instruction when learning to operate office equipment. You will also learn why reference materials, such as owner’s manuals and instructions from manufacturers, need to be followed carefully.

INTRODUCTION Most offices have a variety of office equipment that is used to complete a range of workplace tasks.

Any person working in an office will be required to use a variety of different types of office equipment. Today, technology has made office equipment quite efficient and less manual in its operation. Even so, there are still many manually operated types of equipment in use.

Office equipment is used to perform a wide variety of tasks, some of which you may be asked to perform. Tasks may include:

• Using a telephone system • Sending documents via facsimile • Operating answering machines • Using voicemail • Photocopying documents • Collating pages of documents • Using an electric or manual stapler • Using various types of hole punchers or hole drills • Binding documents • Using a paper guillotine • Sending emails • Printing emails • Shredding or destroying documents • Performing calculations

The operation of any equipment needs some training and practice. Training can come from: • a special trainer or at a training session • a supervisor or manager • a fellow employee • instruction manuals, videos, and/or CD’s

Practice comes from the repeated use of the equipment in your daily duties. In the beginning you may need coaching and supervision on some equipment, but as time goes on, your confidence and skills will improve. With all equipment, the safety of yourself and the safety of others must be remembered.

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TYPES OF OFFICE EQUIPMENT The size and type of the office operation will determine the types of office equipment in use. The most common types include: • Telephone system • Answering machines or voicemail • Fax machines • Computers • Computer printers • Photocopiers

We will go through the basic use of each of the above common types of office equipment.

FACSIMILE MACHINE The facsimile machine (usually called a `fax machine’ or simply a `fax') is used to transmit a copy of a document to another fax machine. The receiving fax machine could be anywhere, from the neighbouring office to the other side of the world.

The technology used is similar to that of a computer scanner, in which the pages of a document are scanned and turned into a digital signal. The message is then transmitted via a telephone line. The main difference between a computer scanner and a fax machine, is that a fax can only transmit in black and white, not in colour.

A fax machine can transmit: • Photographs, drawings and other illustrations • Printed pages or documents • Handwritten messages

Most companies have a telephone line that is dedicated to a fax machine. However, a fax can be used in conjunction with a voice line if needed.

Because a fax scans a document or picture exactly for transmission, it can also be used as a copier. Instead of sending the document by pressing the ‘SEND’ button, you could press the ‘COPY’ button on the machine, and a copy of your document or page would come out in black and white. It is recommended that only one or two copies are made this way. It is an expensive way to copy documents.

There are multitudes of brands and makes of fax machines available today. The features are endless, however, the basics of sending a fax remain the same.

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The steps for transmitting a fax can be described as follows:

To receive a fax, you must simply ensure that the machine is turned on and plugged into a ‘live’ telephone line.

Other things to check for are the paper and ink/toner supply in the fax. Most new fax machines have a memory built in, so if the machine runs out of ink/ toner or paper, the incoming transmissions are stored in memory.

Once the paper or ink/toner is replaced, the fax machine will automatically print out any of the faxes still stored in memory.

Faxes can also be sent from a computer terminal with special faxing software.

ACTIVITY ONE

Go to your nearest office supply retailer or office equipment store, OR use the internet, and find two types of facsimile machines. If available, get brochures on each (download and print). If not, ask someone about the features of each machine. Summarise what you have discovered either from the brochures or interview in a report (no more than one page). Which one would you buy, and why?

Present your report to your teacher/trainer for review and comment.

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PHOTOCOPIER

Photocopiers are used to make copies of: • Documents • Pages from books or journals • Articles from newspapers, magazines or catalogues • Drawings, photos or illustrations

Copiers can come with numerous features that can include: • Enlarging or reducing copies of the original • Using different styles and weights of paper • Using different sizes of paper • Collating several pages into separate documents • Stapling • Printing directly from computers

ACTIVITY TWO

As research, look on the Internet or in an office supply catalogue (or visit a store), and name THREE brands of photocopiers that have the following features: • Enlarging or reducing copies of the original • Using different styles and weights of paper • Using different sizes of paper • Collating several pages into separate documents • Stapling • Printing directly from computers • Colour copying

Summarise your findings in a report (no more than one page) and present to your teacher for review and comments.

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PRINTERS

An office may have a large range of printers. They can include: • Desktop ink jet colour printers (use ink cartridges) • Desktop laser printers • Network laser printers both colour and black and white • Dot matrix form fed printers

Printers are used to reproduce documents created, retrieved or received via the computer. A computer printer can be used to print a word-processed document, a worksheet in a spreadsheet program, database report, presentation materials, emails, or information from the Internet.

Desktop printers are beside or near a computer workstation, and are normally used by only one person. Network printers are those that a whole office would use, and are placed in a central location convenient for all users.

Dot matrix is older technology, and is now only used to print orders, invoices, statements or other documents that are in large runs, and can be printed on form type paper. The paper is fed through the printer by a track mechanism using holes in the paper.

Ink jet printers use ink cartridges and can print both black and white and colour.

Laser printers use powder toner similar to photocopiers. Laser printers are more economical to use when there are many users and large printing requirements.

ACTIVITY THREE

Name THREE different brands of ink jet printers and THREE brands of laser printers. It is up to you to locate your sources of this information.

Summarise your findings in a report (no more than one page). In your report, explain where you found the information, and list the brands of each type.

Present your report to your teacher/trainer for review and comment.

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ANSWERING MACHINES AND VOICEMAIL An answering machine is a unit separate to a telephone unit or system. It is connected to the system, and is used when the telephone is unattended. A taped message is used to advise incoming calls that the telephone is unattended and to leave a message.

The caller’s message is taped and then later replayed. Businesses use answering machines when the office is closed for the evening or holidays, or unattended for any short period of time.

A voicemail is either provided by the telephone company or is a feature of the telephone system.

This is a useful feature to use in a large organisation, as the receptionist is free to attend to other incoming calls and personal callers, and telephone callers can call or be put through to the direct line for the receiver and leave a message.

ACTIVITY FOUR

Describe three instances in which you have left a voicemail or message on an answering machine. Explain what type of business it was (or if a personal call), what time of day, and what the purpose of the call was. Also, tell us whether you call was returned or not.

1. ________________________________________________________________________________

2. ________________________________________________________________________________

3. ________________________________________________________________________________

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TELEPHONE SYSTEM There are numerous styles, models and types of telephone systems available today. What an organisation will use is wholly dependant on the size and type of business.

Small companies would only require the basic features of a system, whereas a large organisation with a high volume of customer calls would need a large capacity and a more sophisticated system.

The handsets can also have many features including speakers, headsets and other features created to match the needs of the user.

Using a standard style business phone system, the techniques you would need to learn would include: • How to answer an incoming call • How to put incoming calls on hold • How to recall held calls • How to transfer calls to another telephone extension • How to make outgoing calls

ACTIVITY FIVE

Find out from your school office, friend or family’s place of work, or where you work, what type of telephone system is used.

Describe: 1) How many lines are coming in 2) How many extensions exist 3) Does it have voicemail/answering machines? 4) Other features (Eg: transfer calls, hold functions, speaker phones, etc.)

Prepare your findings in a report (no more than one page) and present to your teacher/trainer for review and comment.

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COMPUTERS Today, computers have become the most common piece of office equipment (next to the telephone). Computer systems in an office can vary in size and complexity, depending on the needs of the business.

There are two basic types of systems: • Stand alone desktop systems • Network systems

Where there are only one or two staff members in an office, then it is likely the stand alone desktop system would be used.

Where there is a number of staff needing computers, then a network system would be used. A network uses a common ‘server’ which stores all the files and software for everyone, so when changes to software is needed, it needs only to be changed on the ‘server’ once and all users have access to the changes. Each desk would have a terminal/ monitor, mouse and keyboard.

Peripherals are items used by the computer and computer operator and would include: • Computer printers • Speakers • Scanners • Modems for the Internet • CD drivers • DVD drivers

A computer has numerous applications in an office: • Communications – email, faxes • Research – internet • Word processing • Creation of databases - customers, suppliers • Spreadsheets – stock, financial information, prices • Promotional – creating promotional materials, presentation materials, desktop publishing • Creating reports

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MANUFACTURERS INSTRUCTIONS The manufacturer’s instructions on any equipment must be reviewed and used as a reference when using or operating office equipment.

Aside from the safety issues, there may be warranties provided with the equipment. Incorrect use of equipment could void the warranty.

Some manufacturers provide on the job training. If you are involved in such training, ensure that you are capable of comprehending the information given, and ask questions when you are not clear on anything.

Take notes at these training sessions so that you can refer back to them whenever needed. If a fellow employee or a supervisor/manager is instructing you, take notes and develop your own instruction manual.

There may be instructions on the operation of office equipment in the company’s policy and procedural manual. Ask to have a copy of the manual, and review its contents.

The policy manual may also stipulate who may or may not be authorised to use some equipment. It would be important that you understand what equipment you are authorised to use.

FOLLOWING MANUFACTURER'S INSTRUCTIONS Most equipment comes with instructions or owner manuals. These documents will contain operating instructions, approved uses, technical specifications and trouble-shooting hints in case the equipment is not operating properly.

The equipment may require assembly or the installation of accessories, attachments or peripherals. These instructions will help you with such procedures. Ensure you are capable to perform assembly functions before you attempt to do so. Make sure the proper tools are available when assembling equipment.

Always, before assembling and/or before using equipment, ensure you have read the owners / instruction manual thoroughly.

As a summary, the manufacturers instruction manuals will include information such as: • Setting up the equipment • Operating the equipment • How and when to use the added features • Replenishing supplies for the equipment • Maintenance required • Troubleshooting • Reporting faults • Servicing the equipment

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DOCUMENTING OPERATING PROCEDURES There are some benefits for documenting your own operating procedures for some of the office equipment you may use. The owner’s manuals are sometimes too complicated to understand if you are not technically minded. Having your own operating manual is handy if you use the equipment only occasionally.

You may be required to teach someone else to operate the equipment, and your manual would assist the other person. If this is the case make sure your instructions are clear, simple and in the right sequence.

If you do your own operation manual, have it checked by someone experienced with the equipment. Here is an example of an operation manual for using an EFTPOS machine;

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SAFE OPERATING PRACTICES It is important to stress that safety should always be considered when operating office or retail equipment. Here are some safety hints to consider: • Use equipment only if you are knowledgeable in its operation • Always have someone experienced with you while learning the operation of the equipment • Never insert foreign objects into electric equipment • Watch out for liquid spills on electric equipment • Make sure electric cords, extension leads and cables do not trip people • Do not attempt to repair non operating or damaged equipment • Do not use equipment for purposes that it was not designed for

Always abide by the company’s policies and procedures that are in place, especially those in regards to health and safety in the workplace.

ACTIVITY SIX

Find a warranty policy from any electrical appliance, tool or piece of equipment. Read the clauses and summarise in your own words what would void the warranty.

Create an operational manual for yourself for a printer, computer or another appliance of your choice that has at least five steps in its operation. Have the manual spell out the procedure both in text form and in graphical form (as in the EFTPOS example).

Prepare the above in a report form (one page for each) and present to your teacher/trainer for review and comment.

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CONCLUSION In this section we have looked at how technology has affected the types and applications of office equipment. Even the basic pieces of office equipment we have discussed in this section now have features today only dreamed about a few years ago.

However, the basic needs are still the same, and it is those you need to understand when working in an office environment.

We have also learnt to follow the manufacturer's instructions to operate the equipment effectively and to pay particular attention to health and safety processes.

We have learnt how to document the basic procedures for the operation of equipment for your own reference, and how to assist others in your workplace.

DID YOU LEARN? THE FOLLOWING QUESTIONS ARE YES AND NO QUESTIONS.

IF YOU CANNOT ANSWER YES TO EACH QUESTION IT IS SUGGESTED YOU REVIEW THE MATERIAL AGAIN.

TYPES OF OFFICE EQUIPMENT Do you know the most common types of office equipment?

USES OF OFFICE EQUIPMENT Can you explain the basic use of: • facsimile machines? • photocopier? • printer? • answering machines and voicemail? • telephone system? • computer?

MANUFACTURERS’ INSTRUCTIONS Do you understand the reason equipment under warranty must be used correctly?

FOLLOWING MANUFACTURER’S INSTRUCTIONS Can you recall the information the manufacturers instruction manual could include?

SAFE OPERATING PRACTICES It is advised to make sure electric cords, extension leads

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