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Authors Note:

Okay, here I go again with an idea that seems ridiculously self-evident.

[Administrative assistants] are human beings, not computers. They only know how to do things they have been taught to do. You cannot download a process into your [assistant]’s head via an electronic connection through the internet.

If your [assistant] takes a software class, but is unable to practice the new skills in the real world, the learning process remains incomplete. Without practice, the new skills have not been taught.

[Assistants] do not have time to practice new skills. Busy managers and executives are often working under pressure that is reflected in how assignments are given to [assistants]. Most assignments are given on a “get it back to me ASAP” basis, which does not leave a lot a time for trying out new skills.

Therefore, under ordinary circumstances classroom knowledge remains “book learning” versus “practical knowledge.” Skills not used in completing assignments remain theoretical and “too hard.” I recently had an [executive assistant] tell me that it was easier to respond to her boss’ frequent requests for newly labeled folders by leaving her computer to type the labels on an IBM typewriter. She (theoretically) knew how to produce labels on her personal laser printer, but had never tested her knowledge “under the gun,” and had never learned how easily she could save a “master” file and have pre-set font and alignment formatting at her fingertips.

The most effective way to convert book learning to practical knowledge is through practice. Under-the-gun implementation of new skills; a little bit of trial-and-error, is necessary. And since real-world time and quality constraints rarely accommodate trial-and-error, the only solution is to have real-world tools developed that use advanced software skills knowledge and then train and encourage [assistants] in their use. Trial-and-error then becomes practice and book learning becomes practical knowledge.

Several of my theses document real-world tools that are conspicuously absent in corporate administrative operations. The Evolution of your company’s administration (the goal of which is to help your company use the computer as a tool in a more effective way, everyday) would include these kinds of process improvements.

OSC Forms (On-Screen Completion Forms)

One such improvement is On-Screen Completion (“OSC”) forms. The definition of an OSC form is: a [word processing] document that uses table cells to provide input structure to facilitate on-going completion of a form. Some forms are more appropriately created as a spreadsheet file (such as expense reports) than as a word processor file because there are many calculations that should be automated. But OSC word processor forms should be used throughout every company’s daily administrative operations. Every administrative form that is completed at your company should be prepared on-screen. Fax cover letters, check request forms, accounting “batch” cover sheets, shipping request forms, W-4s, insurance enrollment forms, award submission forms, internal job posting forms, staff review forms, etc.; the list is endless. Even the advent of the internet did not fill the gap with regards to computers being used to complete all varieties of OSC forms. Most daily processes are still handled by traditional forms completion, rather than through modern, computerized methods.

The Missing Link

Why aren’t OSC forms used consistently? Because the skills needed to prepare the useful word processing forms remains book knowledge for most staff members. The best OSC word processor forms use table cells filled with the “form text” and empty cells marked with borders for the “input text.” Most such forms will be made up of rows with different numbers of varied width columns, which makes them very difficult thing to create. Even recreating current manually completed forms as OSC forms requires special training. Revising the layout of forms to further improve data entry requires special expertise and experience.

Bad Impressions

To add insult to injury, improper use of the technology has contributed to a false impression of the usefulness of OSC forms. Many of the early versions of “computerized” forms were simply recreations of manual forms which were primarily used to print a blank copy of the form for completion by typing or writing the information on it. And most recently, many forms have been translated to .pdf format for distribution through internet functionality. But .pdf files cannot be completed on-screen; they must be printed out and completed via traditional methods.

A Clear Example of a Poorly Prepared Form File

The Award Request form to the right is an example of the kind of poor execution in creating OSC forms that has lead to their under-utilization in modern offices. With regards to the use of word processing functions, space characters formatted with underlines were used to create the form blanks, and the check boxes are symbols. And with regards to the layout of the form, it falls short as well. The form is for submitting multiple kinds of awards, each with different approval and routing directions. The routing directions are at the bottom of the document while the type of award is indicated at the top of the form. And the section to be completed at the final location (HR) is at the top of the page.

A Good Form File is “Cleaner”

The revised form appears on the right. Staff would tab through to the input cells and type in their information. And the layout has been revised to put the routing instructions for each type of award directly opposite the selection boxes, which are toggle check boxes instead of non-functioning symbols. The sections that would not be completed on-screen (the “Approval” and “HR Use Only” sections) have been moved to the bottom for improved functionality.

What Is Your Form Execution Status?

Unless your company is the exception to the industry standard, every day, most forms are completed by hand or on a typewriter. Properly developed OSC forms would have a profound effect on your bottom line by improving your administrative functions daily as each form is completed.

Let Werecat System Consultants “raise the bar” on your forms performance. Werecat will create OSC versions of all of your existing forms and train your staff in their use and development. Call Werecat today to begin to maximize your technology in administrative functions TODAY.