Workplace trends that have emerged in the last decade have stimulated conversions in the organizational structure, office environment, and ways in which office workers perform their jobs. In this chapter you will become familiar with the changing character of the modern office and the new work culture that flourished, resulting from advanced and highly sophisticated technology, innovative business practices, and alternative work styles that have impacted the role of the secretary.
Computers, originally basic tools for word processing, have now evolved into sophisticated pieces of equipment that handle multitasking and incorporate programs such as database management, spreadsheets that perform mathematical calculations, and graphics to create artwork in many forms, including data and words. Most important, computers have also evolved into communication tools that are an integral part of both small and large businesses. The technology has changed the attitudes of office staff and the way in which many tasks are performed. Modems and cellular phones have virtually turned every environment into work space.
In conjunction with the trends mentioned above, the emphasis can no longer be solely on automating corporate headquarters but rather on the virtual office, which might be a home office or a mobile office where work is performed. Companies must also recognize the need for private space in which individuals can read and think to accomplish tasks as well as a place where employees can team up with their colleagues for discussions and decision making. To achieve this, an open plan of office design can be used where partitions used are movable and acoustical screens are dividers. The individual employees' workstations are also self-contained. Fallon-McElligott refers to the "cave and commons" design to balance individual work and teamwork, privacy and community. One way of achieving this is to be able to move office furniture equipped with a computer, files, and phone into "flexible" space that can be adjusted to serve different numbers of employees. Another alternative, referred to as hoteling, is to provide buildings where offices or meeting rooms can be reserved.
Retraining at all occupational levels, as well as continuing education, is necessary for the secretary to cope with the changing complexion of the office and to develop the ability to identify and solve problems arising from differences in the workforce. The secretarial body of knowledge has expanded tremendously; therefore, increased opportunities for upward mobility will be available only to individuals who make the effort to become broadly educated and acquire the skills and personal qualities necessary to function as a valued member of the company.
Office Information Systems
The Past and Future
The past thirty years have shown dramatic changes in office technology. The electric typewriter was introduced in the early 1960s, which was a godsend to typists because of the ease and speed in keying correspondence. The memory typewriter that had the facility of self-correction came next, and by 1972, information was stored on magnetic tapes. Magnetic card equipment followed, which enabled typists to transfer information from the keyboard to a thin magnetic card for storage. The information on the card could be played back with the typed information appearing on paper. Dictaphone dictating equipment was introduced in office environments, and both word processors and centralized systems were used to transcribe this information. Word processing had its origin during the 1970s, and titles were beginning to change to word processing specialists rather than typists or secretaries for individuals working on this automated equipment. Three types of office configurations were used in the past to increase productivity and improve communications: 1.The centralized structure to handle heavy jobs; 2. decentralized arrangement, also referred to as satellite stations and mini-centers, to sup-port a department or selected principals; and 3. traditional one-to-one relationship between secretary and employer. However, as the cost of computers dropped in price, they were placed on individual workstations and are now commonplace. Organizations have moved to the accepted standard that is one personal computer for each office employee. With the increased responsibilities and nature of the workload, secretaries are dependent on modern technology to be productive employees.
The office environment that has emerged is different from that in the past. The explosion of technology and systems has and continues to be so rapid that even prognosticators are uncertain of future directions. What does appear to be obvious with the introduction of the palmtop computer is that computers will become miniaturized and will have all of the component parts that now exist. Different voices and handwriting will be recognized by computers, and communication via the computer will be widespread.
Other changes that are influencing the office environment pertain to roles and titles of secretaries.
Features of Office Information Systems
Office information systems are designed to improve the effectiveness of an organization by automating routine procedures, maintaining good records, facilitating communications, and offering timely customer services. These information systems are primarily computerized and vary depending on the basic needs of the company and the staff receiving support. Word processing, databases, spreadsheets, calendaring, desktop publishing, records management, and e-mail are basic components of these office information systems. Groupware is a more recent trend that enables employees to collaborate on projects.
Other subsystems of office information systems are transaction processing systems, (maintain records of all transactions); management information systems, or MIS (generate reports from data of transaction processing system); and decision support systems, or DSS (manipulate data pertinent to problems for decision making).
As stated previously, in typical organizations there is one personal computer for each office employee. Secretaries, supervisors, managers, and executives are dependent on office automation to perform their tasks. Large corporations are also moving ahead at dizzying speeds to create integrated, networked systems. As a secretary you will need to keep abreast of the latest technology. The definition of terms that follow should help you understand systems.
Applications software is the software that enables the user to perform specific tasks on the computer; i.e. word processing, spreadsheets, desktop publishing, and personal information management.
Calendaring - Keeps track of meetings and special events on a computer calendar.
Cellular phone - Enables user to have a two-way conversation from a location that is remote from the traditional office; has become very popular for many purposes-business, family responsibilities while at work, and speedily transmitting important information.
- Computer program - A set of detailed instructions that enables a computer to perform a task.
- Cyberspace - A computer-generated mental image of a computer world.
- Database - A collection of systematically organized data or information that is stored and retrieved for various purposes.
- Desktop publishing- The ability to combine text and graphics to produce reports, brochures, newsletters, and other publications of nearly the same quality as those produced by commercial print shops.
- Electronic mail- Computerized information sent over telephone wires, cables, or satellites
- E-mail- A message is sent electronically from one user to another.
- Groupware- Software designed to help people collaborate on projects.
- Internet - A collection of networks linked together around the world to exchange data and distribute processing tasks.
- Intranet - A private network in a company that enables employees to access the Internet.
- Extranet - An Intranet environment that has controlled access for public users such as authorized customers and vendors.
- Multitasking - A process where you run two or more programs at a time.
- Multimedia- The integrated use of computer-based media, including graphics, sound, animation, video, and images.
- Netiquette - Rules of etiquette when using the Internet.
- Network - Interconnection of a number of computers by communication facilities.
- Local Area Network (LAN) - A computer communications net-work over a limited geographic area that provides for communication and sharing of resources, software, and hardware between many computer users.
- Wide Area Network (WAN) - A network that spans a wide geographic area and connects two or more LANs.
- Pager - Device that enables callers to contact individuals to alert them to call the number appearing on the beeper to receive a message. This device is popular with office executives and employees who are frequently away from the office.
- Spreadsheet - An intersecting grid of rows and columns for the purpose of presenting numerical information and formulas in a matrix of cells. The electronic spreadsheet that is used with personal computers resembles the accountant's work sheet.
- Telecommunications - An electronic method for communicating messages over telephone lines.
- Windowing - A function that splits the screen into two or more parts, allowing information from another document to be displayed.
- World Wide Web- A service on the Internet that is a source of information presented in a well-organized and accessible format.
In the past, individuals working in an office were known as receptionists, clerks, or secretaries (general, executive, legal, or medical). They generally used typewriters, transcribing machines, and duplicators to perform their tasks. The usual responsibilities included typewriting, filing, and duplicating. Indicative of the changes in technology is the low usage rate of typewriters by secretaries. In 1997, a survey showed that only 20.2 percent of the secretaries used typewriters daily compared to 51.3 percent in 1992. Although the titles of these office employees may still be used, the position has changed as well as the nature of the job. Secretaries have become much more productive since computers, fax machines, scanners, and e-mail arrived. However, there are many duties of the position that are of a personal nature and cannot be automated, such as working with clients and planning meetings and conferences.
Some titles used today are secretary, executive assistant, executive secretary, administrative secretary, administrative assistant, and office manager. A recent study of more than eight hundred members of Professional Secretaries International found that fewer than half the administrative professionals carry the word "secretary" in their titles. From 55.1 percent in 1992, the inclusion of "secretary" in the title dropped to 41 percent. In contrast to this drop, the titles "administrative assistant" and "executive assistant" rose to 31.6 percent from 13.4 percent during the same period. Other titles in the survey, which equaled 27.4 percent, included "coordinator," "administrator," "technician," "associate," and "office manager." See Table 3.2
Gerri Kozlowski, international president of PSI, remarked that "the shift of job titles indicates a desire among both administrative professionals and their employers to recognize administrative staff for carrying greater job responsibilities."
When you search for a career, carefully determine the knowledge you will need as well as the personal qualities and technical skills that are required. When using the "Help Wanted" section of The New York Times, look under the various categories where you might find a job listing.
Modern Office Technology
The impact of technology on the office environment is apparent in the way work is performed, where it is done, how information is accessed, how computer-generated information is transported, and how communications are exchanged. New equipment and systems to increase productivity and reduce costs have been introduced; new services and strategies have been developed; and new positions have evolved. Other major changes occurred with the restructuring of the organization and downsizing, which did affect the worker and the workplace. In the next decade, predictions reveal that downsizing will continue, some permanent employees will be replaced by outsourcing (see p. 48), and the technology will continue at a tremendous rate of speed.
The driving forces behind most of these changes are the computer, the ever-increasing power of the microchip, and telecommunications. You need to be computer literate, be knowledgeable about software and hardware, understand communications systems and workplace organization, and be familiar with procedures and the office environment as you plan your secretarial career in information systems. The very nature of the job has been transformed by the information technology. You should also be aware of predictions for office information systems and management techniques that will further alter secretarial careers. The way in which you perform duties will continue to change, and technology will be the tool. An information revolution has impacted the U.S. economy. According to Linda Austin and Cheryl Willis, approximately 60 percent of today's workforce is characterized as information workers. "An information worker will be hard to distinguish from a non-information worker in the future because information technology will have spread across the spectrum of workplaces."4 Electronics has been and Linda J. Austin and Cheryl L. Willis, "Future Work," The Changing Dimensions of Business Education, National Business Education Yearbook, 35 (1997): 161.will continue to be the key factor in the creation of such a mind-boggling environment, which only yesterday was considered a fantasy.
The 1980s were known as the decade of information processing, and by 1990, more than forty million people were operating video display terminals (VDTs) on their jobs. Presently there has been a great leap in computing power, resulting from advances in semiconductor chips, and these advances will undoubtedly continue. Imagine the impact of new technology on the automated office and the radical changes that are yet to come!
The categories of modern equipment found in the office that impact secretarial positions are described below:
- Stand-alone word processors-Computer equipment that enables user to input and manipulate text of all types, including hyphenation, moving and copying information, and handling merging operations.
- Communicating stand-alone Computers that can exchange information with other computers over telephone lines.
- Dictating equipment-Units that are portable, desktop, or centralized recording systems and into which correspondence, reports, and other information are dictated.
- Digital dictation systems are a fairly new development. These systems convert a dictator's voice to digital signals, which are different from the analog recording systems described above. On a digital dictation system, the dictated document actually becomes a voice file, similar to a data file in a computer. One major advantage is that the dictator can add or delete information without recording over any material. Within the next five to ten years, digital technology will probably become commonplace.
- Transcribing machines-Voice recognition systems recognize speech patterns of individuals and translate them into printed words on a computer screen. Presently these systems are used in special areas where the dictator needs to use both hands to perform a function and therefore cannot switch on the dictation equipment. Undoubtedly, eventually these systems will be adopted by a more widespread population. What does this mean for the secretary? Although the dictated material does not have to be transcribed, it will still have to be edited carefully.
- Reprographic equipment-Image processing includes optical character recognition equipment (scanners) and desktop publishing.
A scanner is equipment that converts text or images into computer readable form. Looking ahead, the standard copier technology used at present will become digitized.
- Fax machine-Equipment that transmits text or scanned images electronically over telephone lines.
- Microcomputers (personal computers)-Computer technology has already moved to the secretary's desk as well as the executive's. Presently, each office employee has a computer terminal. Software programs give these machines information processing capabilities, such as word processing, accounting spreadsheets, graphic designs, databases, and telecommunications, as well as grammar programs and a thesaurus.
- Executive workstations are now a reality. Executives are performing clerical tasks, too, on their microcomputers.
- Laptop computers-A compact computer small enough to be placed on a lap and carried any place.
- Palmtop computers (also called personal digital assistants (PDAs)- Offers enhanced communications capabilities in either a pocket or handheld computer form.
- Optical character recognition-A reader that scans handwritten, printed, or typed information from paper and transfers it to a computer.
- Speaker phone Frees users from holding the telephone receiver when conversing with others. For example, when the secretary has to check the files for specific information, he or she can communicate from any position in the office.
The role of secretaries continues to grow mainly because they are in the right office technology environment at the right time. As the technology was introduced into the office, secretaries had to learn how to handle the equipment and software programs being used. They developed more sophisticated skills to process information. Then as downsizing was occurring, secretaries began assuming managerial responsibilities and emerged with more challenging jobs. A poll of members of the Professional Secretaries International reported that 94.7 percent of the respondents stated that their responsibilities increased in 1997. Some of the areas in which duties grew are the following:
The explosion of office technology has definitely changed the way in which many office tasks are performed, who does the work, and what kinds of work are done. Computers have been the major thrust for these changes and have evolved into global communication tools as well as an integral part of business.
New procedures for work flow and completion of tasks are created and constantly revised. Goals are set, productivity is logged in and out, production is measured, formats are standardized, and secretaries are accountable. The secretaries who work in an automated environment must understand the pattern of work flow so that they can understand relationships. Experts state that automation doesn't occur unless every person at every level, everything, and every piece of equipment is integrated.
The phrase "just a secretary"-an individual who types correspondence and reports, who handles the telephone and clients, and who files and maintains a daily calendar-is a misnomer today. Secretaries are assuming more administrative responsibilities and are performing a variety of managerial functions, previously undertaken by lower-level managers. Secretaries now have an opportunity to be recognized for their special abilities and contributions to the management team.
Secretaries have an expanded role in the modern office as managers of information. Their responsibilities can run from scheduling staff appointments to office management to managing an entire database. In today's world of work, this is a profession that not only calls for the execution of a wide range of specialized tasks but is also combined with changes in business technology. As stated by Alan B. Bernstein, this "has led secretaries to turn to one another for support, training, and solidarity."
Today's administrative professional, a designation for the wide field that includes secretaries, actually maintains a "multifaceted position that requires skills in organization, interpersonal communications, computer applications, negotiation, and time management."6 The new role of the administrative professional focuses on three growth areas:
- Computer software experts who play a central role in processing and distributing information. The findings of the 1997 study, "Benchmarking the Profession: PSI Membership Profile," reveals the extent to which administrative professionals use software. As expected, the greatest usage of computers is for word processing, which is 98.6 percent; 89.2 percent set up data into spreadsheets; 73.1 percent create presentation graphics; 58.2 percent input and retrieve information from databases; and 30.1 percent use desktop publishing software to create manuscripts and various types of literature. Most reflective of the new role of secretaries is the use of on-line services to conduct research, which is 53.2 percent.
- Project managers who have been moving from short-term clerical tasks to multi task projects that involve greater responsibilities. A large number of staff, 86.9 percent, now composes correspondence for both themselves and their managers.
- Supervisors and trainers who also represent their departments at meetings.
Hints for Success In Your Career
The office workplace offers many more opportunities for a career with growth potential than ever before. It is up to you to make things happen. You must learn as much as you can about yourself, your needs, and your career goals-both short- and long-range.
You can gain insight about the secretarial career path by reading the literature. The consensus on the following comments is clearly indicated: secretaries are currently receiving greater respect than ever before; organizations are relying more on management skills of secretaries; secretaries are members of the management team; and more managerial duties are being delegated to secretaries. Below are some suggestions to open doors to upward mobility.
- Focus on the group's goals and objectives.
- Maintain a positive image.
- Use initiative, innovation, and creativity.
- Adopt a management frame of mind.
- Become cross-trained and learn as much as you can about your department.
- Make lifelong learning a goal through seminars, workshops, and college enrollment.
- Become a computer software expert.
- Be flexible and a good team player.
- Develop and focus on good interpersonal skills.
- Develop leadership qualities.
- Become a good organizer and know where and how to search for information needed to manage projects.
