soon become confusing on account of changes and additions which make
an alphabetical arrangement impossible. Ask for a small card tray,
holding 3"×5" cards, that will go in the drawer of your desk, a set
of alphabetical indexes, and a supply of blank cards. Such an outfit
can be bought at any first-class stationer's for a dollar or two.
When you want to preserve an address, write it on a card, and file
it alphabetically. If your employer will not supply the outfit, cut
slips of paper and indexes to fit one of the small compartments in the
desk drawer. Have the index, even if you must devise your own method
of keeping it; you will at least have the satisfaction of saving many
minutes of your time. And in the formation of a systematic habit you
will be adding to your equipment.
=Making Corrections.= All stenographers make mistakes, and no
correspondent is entirely free from faulty dictation, which
necessitates corrections in letters after they are written. But the
time of the stenographer and, incidentally, expense to the house,
can be saved if the correspondent will exercise reasonable care in
indicating the corrections to be made.
Do not deface the letter so that neat corrections will be impossible,
unless the mistake is so serious as to necessitate rewriting the entire
letter. When the wrong word has been used, draw a light pencil line
under it and write the correct word on the margin or the end of the
letter; if the word is misspelled, underline it and write the correct
spelling at the end of the line. This takes even less time than to
deface the letter, and leaves it in such shape that corrections can be
made quickly and neatly.
To the stenographer it is well to say, "If you find it impossible to
make a neat correction, rewrite the letter." Nothing gives a more
unfavorable impression of a house than an untidy letter, and your
employer is more willing to overlook an occasional mistake than a
letter filled with visible erasures.
COPYING CORRESPONDENCE
Copies of outgoing correspondence are a part of the system of every
business office. There was a time when copies of important letters were
made by hand, and then came the copying press and tissue impression
book with many cloths, wringers, pans of water, and other paraphernalia
for moistening the sheets of the book. The copying press is an awkward
machine, difficult to operate, and altogether unsatisfactory, but,
until a better method was offered, it answered the purpose.
One of the greatest defects in the copying-book method is the
impossibility of making uniformly clear copies; some will be clear
while others are blurred, and the important letter is usually the one
that is illegible. The difficulty in securing clear copies is due to
the impossibility of securing uniform pressure. While the copying press
is still found in a few small offices, it is practically obsolete,
and not used in offices where modern efficient methods receive
consideration.
=Carbon Copies.= A simple method of obtaining copies of outgoing
letters, invoices, orders, etc., is to make duplicates by means of
carbon paper. In its adaptability and far-reaching effect, the sheet
of carbon paper has proved to be one of the greatest of all aids to
modern business methods. Used in connection with a typewriter of
modern construction, the carbon sheet has revolutionized manifolding
processes, making possible as many duplicate copies of any paper as are
required in ordinary business.
The carbon method of obtaining copies of letters has the merit of
economy in time. When the letter is written, the copy is made; if extra
copies, up to a half-dozen, are wanted, all are made at one writing. If
the last letter is being written when it is time for the mail to leave
the office, it need not be held to make a copy.
The carbon method is not expensive. Good carbon paper costs 2 cents or
less a sheet, and for 1,000 copies only about 30 sheets are required.
A satisfactory quality of plain paper for copies can be bought for
$1.00 or less a thousand. These prices are naturally subject to slight
fluctuations, depending on the quantities purchased and the locality.
A defect in the carbon method is found in the manner of making
corrections. It is not uncommon for a man to make a slight correction,
or add a note, in his own handwriting; such corrections and additions
cannot appear on the carbon copy. When corrections are made on the
typewriter, it is very difficult to obtain a clear copy of the
correction on the second, or carbon, sheet--the correction on the copy
is very likely to be blurred. If the correction is written directly on
the copy, without using carbon paper, the essential feature of the copy
is destroyed; it is no longer a facsimile, and its value as evidence is
very materially lessened.
=Mechanical Copiers.= There are now on the market several mechanical
copiers, without the many disadvantages of the copying press, or the
defects of the carbon method. One of the most satisfactory and best
known is the roller copier. The fundamental principle of the roller
copier is that of the clothes wringer; the original letter, with a wet
tissue sheet placed against the written side, is passed between rubber
rollers, to which just the right amount of pressure is applied.
Working from the clothes-wringer idea as a basis, the inventor of the
roller copier set about to remedy the defects of the copying press.
It was found that clear copies could be obtained only under certain
conditions; the pressure must be absolutely uniform, and the tissue
sheet must be moistened evenly.
[Illustration: Fig. 4. Mechanism of the Yawman & Erbe Roller Copier]
As to the pressure, it was found that too much or too little resulted
in unsatisfactory copies--some faint, others blurred--the very defect
that had made the use of the copying press objectionable. This was
overcome by using an adjusting screw by which the exact pressure
required could be obtained. But, if the pressure were left on all of
the time, the rubber rollers would soon be flat. So, an adjustment
lever was added, by which the pressure could be thrown on before
copying, and thrown off when the machine is not in use.
To adjust a single sheet of tissue paper so that it would lie smooth on
the letter, was out of the question. This difficulty was overcome by
copying on a continuous roll, and the problem of moistening was solved
by passing the paper through water, insuring equal moisture over the
entire surface.
The mechanism of the roller copier is shown in Fig. 4. The paper
from the roll is passed under the dampening roll in the water tank,
then between the large roller and the wringing roller, over the same
large roller and between it and the copying roller, thence out over
the flanged roller and down to the winding reel. The pressure on the
wringing and copying roller is adjusted by the adjusting screws _A_
and _B_, and the adjustment lever throws the pressure on or off. The
letter to be copied is laid face down on the feeding shelf, the edge
is placed under the copying roller, pressure thrown on, and a turn of
the crank carries the letter through into a receiving basket, leaving
a perfect copy. If additional copies are wanted--any number up to a
half-dozen--the operation is repeated for each copy.
[Illustration: Fig. 5. General View of the Yawman & Erbe Roller Copier]
The paper on which the copies have been made passes to a winding reel
under the copier, as shown in Fig. 5. This is a large rectangular reel
on which the paper is stretched tightly, so that it will be smooth when
dry. The open construction of the reel affords free circulation of
air, drying the copies very quickly. After the day's copying is done,
the action of the machine is reversed by the turn of a thumbscrew, the
paper is broken above the last copy, that on the reel is brought back
over the copier, and the letters cut apart with the cutting knife at
the end of the feeding shelf. The separate copies are then ready for
filing with the original letters, keeping letters and replies together.
Among the advantages claimed for the machine are certainty of legible
copies, copies of all corrections, and economy of operation. The copies
are made after the letter has been written and corrected; consequently
it must be a facsimile. If a note is written at the bottom or on the
margin, it is shown in the copy.
Copying is the last operation before mailing. Frequently a man finds,
after the letter is written, that he needs additional copies. With the
carbon system it is necessary to rewrite the letter; with the copier,
the copies can be obtained any time before the letter is mailed.
The copier is economical in operation. The best quality of paper costs
50 cents a roll, and a little more than one roll, or about 60 cents'
worth of paper is required for 1,000 copies; and there is no carbon
paper to buy. The office boy can operate the copier, and it takes but a
few minutes to copy the day's mail of the average concern. If desired,
the machine can be obtained with an electric motor attached, but this
power is really unnecessary unless the correspondence averages 300 or
more letters a day.
STENOGRAPHIC DIVISION
As has been stated elsewhere in this series of books, the modern
plan for a large organization is to have an independent stenographic
division or department. Instead of each department head and
correspondent having one or more stenographers in his office, to handle
his work only, this plan contemplates placing all stenographers and
typists in one room, in charge of a chief stenographer. Except where an
executive officer has a stenographer who acts as his private secretary,
this plan is now carried out in the most highly organized of our larger
enterprises.
The stenographers are subject to the call of any correspondent, the
chief stenographer supplying the one who is first available. The plan
is sometimes modified to the extent of holding a stenographer for the
work of a certain correspondent during stated hours; the stenographer
being, at other times, available for any other correspondent.
The plan has proved to be economical and beneficial in many other
ways. It is economical, as it reduces the number of stenographers
actually needed to handle the work. Under the old plan, some of the
stenographers are idle a part of the time, or obliged to do copy work
to keep busy. For example, in a certain house, two departments were
located in adjoining rooms. The department heads each had more work
than one stenographer could do, but not sufficient to keep two busy all
the time; it was necessary for each to employ two stenographers--four
in all--and let them fill in a part of their time addressing envelopes,
and similar work. The plan of having a common stenographic force was
tried, and three stenographers handled the work of both departments,
with some time to spare for the work of other departments--a clear
saving of 25%.
The stenographer is benefited by becoming familiar with the
correspondence of all departments. While not learning all of the
secrets of one department, the stenographer obtains a much better
insight into the business as a whole--far more valuable as a business
training than a more intimate knowledge of a single department.
Every correspondent is benefited by having several stenographers
who are familiar with his work. If a certain stenographer leaves,
is ill, or takes a vacation, he is not placed under the handicap of
having his work stand still until he can break in a substitute. The
new stenographer can be given some dictation in each department while
becoming familiar with the work.
The work is more evenly distributed, with the result that the mail is
out on time and no stenographer is obliged to work after hours. When
all work together under one chief, the efficiency of the stenographic
force, individually and collectively, is materially increased.
Not the least of the many advantages of this plan is the one of
having all typewriters in one place, confining the noise. Employes in
other departments of the office are greatly benefited by working in
comparative quiet. Especially advantageous is the absence of the noise
of the typewriter in private offices.
When the stenographic division is installed, it is necessary to
provide a system of call bells, with a push button at the desk of each
correspondent. Each correspondent is assigned a signal by which he may
summon a stenographer. The chief assigns a stenographer to answer each
call, or in the absence of the chief, the one whose turn it is answers
the call.
=Records of Work.= An independent stenographic division necessitates a
careful record of work performed. These records are required in order
that the expense may be distributed and the wages of the stenographers
charged to the proper departments. A distribution of office expense is
just as necessary as a distribution of factory charges. The records
should show exactly what it costs to conduct the purchasing, sales,
or credit departments. If a man divides his time between two or more
departments, his salary should be charged accordingly. In like manner,
the wages of a stenographer should be distributed.
[Illustration: Fig. 6. Stenographer's Weekly Record of Work,
Distributed by Departments]
Elaborate or complicated records are not required; a record of the time
worked for each department is sufficient, though usually the number of
letters written is included. First, is the record of work done by each
individual. This should be a record covering a week's work, and may be
kept on a card. Fig. 6 shows a form designed for such a record. This is
on a 5"×8" card, one of which is given to each stenographer, who keeps
the record from day to day.
This form provides for a record of the work of the stenographer each
day in the week. The columns from left to right are headed with the
names of the departments, but instead of having these printed in, it is
best to leave the spaces blank and write the names. The daily record
shows the hours worked and number of letters written, both morning and
afternoon, for each department. Space is also provided for a record of
miscellaneous or special work, which should be explained briefly. The
total number of hours shown by this record should, of course, agree
with the time for which the stenographer is paid.
These cards should be turned in to the chief stenographer, who will
file them under the name or the number of the stenographer, keeping all
records of each employe together. If preferred, daily reports can be
used, though the weekly report will prove satisfactory in almost every
case.
On receipt of the individual reports, the chief stenographer should
make up a weekly report of the work of the entire division. The object
of the report is primarily to show the amount to be charged to each
department for stenographic work, but may also show the cost of each
stenographer.
The form shown in Fig. 7 provides for a complete report. The work of
each stenographer for each day of the week is distributed among the
several departments, showing the number of hours worked, the number of
letters written, and the cost. A record for five departments with six
stenographers is provided for in the form shown. The footings of the
columns show the total cost to the departments and the total column
at the right, which is an extension of daily costs, shows the total
cost for each stenographer. The footing of the total column, and the
cross-footing of the departmental columns, must agree and exactly equal
the amount of the pay-roll of the stenographic division.
[Illustration: THE "IN-MAIL" DEPARTMENT WHERE 10,000 LETTERS ARE
RECEIVED DAILY AND SORTED FOR DISTRIBUTION AND ATTENTION The Larkin
Co., Buffalo, N. Y.]
[Illustration: Fig. 7. Departmental Distribution of Work of
Stenographic Division]
One valuable comparison shown by this report is the cost to handle the
work of one department or correspondent, when different stenographers
are used. The comparison must be based on the letters of one
correspondent, because, while they are not likely to vary materially,
there is a marked difference in the length of the letters written by
different correspondents; also, the dictation of some correspondents is
much more easy to take than others.
The form shown should be loose-leaf, and made in duplicate. One copy
goes to the comptroller and one is kept by the chief stenographer. The
size can be increased to accommodate a large number of departments or
stenographers, but rather than use a sheet that is bulky, it is better
to use more than one sheet. To provide for a monthly distribution of
costs, these reports should be closed on the last day of the month,
regardless of the day of the week.
=Hints for Stenographers. Telegrams.= When a telegram is sent, it is
safe to assume that its object is to secure quick action; otherwise
a letter would serve the purpose. Telegrams should, therefore, be
transcribed and dispatched immediately, regardless of any other work
that may be on the machine.
It has become the usual custom of business to confirm telegrams by
mail. The more usual custom is to write a letter, in which the telegram
is quoted, but the matter can be handled with less labor by the use
of triplicate telegraph blanks. The original is the regulation blank
supplied by the telegraph companies; the duplicate is on a sheet of the
same size as the telegraph blank, but printed as shown in Fig. 8; the
triplicate is a blank sheet of paper. The duplicate is mailed to the
correspondent, while the triplicate is filed with his correspondence.
Unless some special explanation is demanded, it is unnecessary to write
a letter.
=Don'ts.= Don't keep your employer waiting while you hunt for, or
sharpen, a pencil. Always keep a supply of at least a half-dozen
well-sharpened pencils on hand. Keep them in a handy place and take
them with you when your employer calls you to his desk to take
dictation. Remember that his time is more valuable than your own.
Don't be afraid of working a few minutes overtime, when requested to do
so. Only an unreasonable employer will ask you to work after hours,
excepting when it is really necessary. But occasionally something will
come up at the last moment, making it necessary to write and mail a
letter that night. Remember that what seems to you a trivial matter,
may be of the utmost importance to your employer.
Don't overlook the important letters. If you handle a heavy
correspondence there will be many days when you will find it impossible
to transcribe all of the dictation you have taken, but some of the
letters will be important while others can be held over without loss.
Write the important letters first; if you are not sure which they are,
ask your employer. He will appreciate your interest.
[Illustration: Fig. 8. Confirmation of Telegram]
Don't overlook the necessity of learning something about the
business in which you are employed. Every business has its own
nomenclature--technical terms peculiar to the business, with which you
may be unfamiliar. When you accept a new position, read the catalogs,
circulars, and other literature of the house; this is the easiest way
to familiarize yourself with the technical terms. You will find your
position improved if you can correctly transcribe the terms peculiar to
the business.
Don't waste envelopes and postage. Your employer may write a half-dozen
letters to one firm the same day. This frequently happens in writing
to branch offices and agencies. See to it that all letters to the same
address are enclosed in one envelope. The saving in postage will be
very considerable.
Don't underestimate the opportunities afforded by your position.
There really is no position offering better chances for advancement
than that of the willing and competent stenographer. There are many
incompetents, and for such salaries are small; but there are plenty of
positions at good salaries open to the really competent. A stenographer
handles many confidential matters, learns the business secrets of
his employer, and has every opportunity to learn the business. The
stenographer who takes advantage of the opportunities to learn becomes
a private secretary, and rapidly advances to even more important
positions.
Don't betray secrets. This is the most important _don't_ of all.
Remember that your employer dictates many confidential letters,
imparting business and private secrets. Do not, under any
circumstances, impart these confidential matters to others, and never
talk about the business to those outside the office.
FILING DIVISION
Only a small per cent of the records of a business are found in the
books of account; the larger part are in the form of business papers of
various kinds. And, since the records in the books are, in the main,
based on the records found in these papers, the papers themselves are
not less valuable than the books. Letters, orders, invoices, receipts,
vouchers, contracts, specifications, and estimates form the basis of
the larger part of the business transactions of all houses, giving
authority for transactions and offering proof that the transactions
have been completed. The proper preservation of these papers is,
therefore, a necessity, and, since they form so important a part of the
records, they must be accessible.
The filing division is, therefore, one of the most necessary in the
office of any enterprise, and should receive the careful attention
that its importance deserves. Whether the equipment of the filing
division consists of a single file or many large cabinets, it should
be located where it will be accessible to all departments. It should
be given as nearly a central location as the general plan of the
office will permit. In a very large enterprise a separate room may be
required, while in a small business the files may be arranged along
the wall or around a corner. But whatever its location, aisles leading
to the filing division should be left open, that it may be reached
conveniently from any part of the office. Since good light is not
so essential as for some other divisions, it is sometimes advisable
to locate the filing division where the light is not sufficient for
another division--as the bookkeeping division. At the same time, there
must be sufficient light to enable the file clerk to do the work
properly.
As a general rule, all filing should be in one place, although under
certain conditions, which are referred to later, special departmental
filing is justified. It should be possible to obtain from the general
files all papers that have a bearing on a particular transaction, or
all of the correspondence of a given concern. More or less confusion
results when certain of the papers are missing. For example, if a part
of the correspondence about an order is filed in the sales department,
the papers in the general file may not give a complete history of
the case, and the order may be accepted or rejected under a wrong
impression because the most important letter is missing.
When independent filing systems are maintained by the different
departments, it is sometimes difficult to determine just where certain
papers will be found. To say the least, it is quite difficult to
collect all of the papers referring to one subject, when the filing is
handled in this manner.
Experience has demonstrated that a central filing division is really
more convenient for the department manager, than to maintain his own
filing system. If the system has been properly installed, he can obtain
correspondence or other papers from the general files about as quickly
as from his own files, with the added advantage of obtaining all of the
correspondence with a particular person. If another department has been
in correspondence with the same person, he has their letters as well as
his own. When the credit man, for example, reviews the correspondence
of a customer from whom he is trying to collect an account, he will
not be ignorant of the existence of a letter from the sales manager in
which special terms were offered to secure the order.