INTRODUCTION
This site is intended to provide helpful guidelines for written and oral communication and a selection of sample documents especially for use by new support staff at the College.
WRITTEN COMMUNICATIONS
There are a variety of means to communication with coworkers and the general public at CSI. While all may be acceptable in various cases, you will soon find that each individual responds differently and more quickly to certain forms of communication. You will learn which is most effective in each case and also be willing to use a variety of means of communication to reach larger audiences, including mass mailings to the entire campus. The rule of thumb is that three different forms of contact insure the best response. These forms of contact may include, but are not limited to:
Remember to repeat all essential information with each form of correspondence, including:
CSI Stationery & Publications Guidelines
Generic CSI watermark letterhead, eagle note cards, a variety of envelopes, and form to order standard CSI business cards are available in the CSI Bookstore. Please contact the Assistant Dean of Finance with questions about custom printing and duplication. Custom mailings must also be proofed by the Information Office to insure compliance with mailing regulations. You may also wish to see the CSI Policies and Procedures Manual for current publication information.
Grammar and Writing Styles
Members of the CSI English Department recommend The Gregg Reference Manual by William Sabin, published by McGraw-Hill, as a reference for writing styles and grammar. Many offices already have one on file for general use. Please check with a coworker to locate one in your office. Updated copies may be obtained through the CSI Bookstore or by special purchase at an area bookstore for cost reimbursement by the Business Office.
Memorandums
Most memos are now distributed as e-mail. A hard copy memo may be required where a form of written documentation is needed, however. It is standard practice at CSI to use a template provided by our word processing software. These templates may also be modified to create an original format. The heading of the memo should include the words MEMORANDUM, DATE:, TO:, FROM:, and SUBJECT: or RE:, plus any others you wish to add. You may also wish to insert COPIES TO: in the heading or at the end of the memo. An enclosure notation, if needed, may also be added at the end of the memo. These words should be typed in capital letters or in boldface and should be followed with a colon. The footing feature may be used to add a file reference name by inserting it as Autotext.
Depending on the formality of your message and whether it is being sent to someone inside our outside your department or program, you may address your memo using only a first name or you may use full name and title. You may also use a salutation such as Dear Name: or Name: alone to help the memo seem more friendly.
If a memo is of a confidential nature, type the word CONFIDENTIAL below the heading in all capitals letters and using boldface. Confidential memos should be placed in a sealed, addressed envelope and labeled as such.
If the memo is addressed to a large group of people, a separate distribution list with campus addresses may be used. You may arrange the names by rank or by alphabetical order. For purposes of distribution, you may either check or highlight the name of the recipient and simply place it in the interoffice mailbox in the Information Desk.
A memo does not require a signature line. You may wish, however, to initial the memo beside your name as the sender, or to type or write your initials below the last line of text.
If the memo continues beyond the first page, type a continuation heading on the second page including the name of the addressee or subject line, page number and date. You may also use the header feature to create the continuation heading.
For more information about creating a memo, please refer to The Gregg Reference Manual.
Letters
There is currently no preferred style for letters used across campus. A consistent writing style is often established by a support staff and/or supervisor that is appropriate to that particular workplace. Word processing programs typically provide templates and formatting tools that can be helpful in establishing attractive letters, memos and other documents. The Gregg Reference Manual also offers helpful guidelines for creating formats for these documents.
Written Confirmations
When sending backup information to confirm a conversation either in writing or by email, remember to cover:
Envelopes and Mailing Procedures
The Information Office has issued clear guidelines to follow in addressing envelopes and packages. The College has a post office box for US mail and a street address to be used for deliveries such as UPS, FED Ex, etc. Appropriate return address labels for each service are available at the Information Desk.
Your address for mail is:
YOUR NAME
DEPT NAME & #
COLLEGE OF SOUTHERN IDAHO
PO BOX 1238
TWIN FALLS ID 83303Your address for parcel delivery is:
YOUR NAME
DEPT NAME & #
BUILDING NAME
COLLEGE OF SOUTHERN IDAHO
315 FALLS AVE
TWIN FALLS ID 83301
The attention line is always the first line of the address. Use N, S, E, and W rather than writing the words out. Use the two-letter code for the state. Do not use punctuation except between the blocks of numbers in a nine-digit zip code.
Please contact the mailroom when designing a mass mailing or envelopes. They will proof your mailing and offer assistance in making needed corrections before the items are printed. They can also advise about postage costs.
FAX Cover Sheets
Cover sheets are provided for use and located at many of the Fax machines on campus and small stick-on labels are also available for purpose in the CSI Bookstore. You may also provide your own by using a template available on your word processing software or by creating an original format. A Fax cover sheet should commonly include a date; the name, telephone and Fax number of the person receiving the Fax; the name, telephone Extension and Fax number of the person sending the Fax; and the number of pages being sent including the cover sheet. The cover sheet may also include a space for a reference and notes.
The cover sheet may be printed or duplicated on College letterhead, or you may also include a heading consisting of the College logo, name, department or program name, address and telephone/Fax information and print on plain paper. If you are creating a Fax cover sheet to be used by several persons in your office, you may also wish to include their names and titles in the heading. They can then check their name to indicate the sender.
Meeting Agenda and Minutes How-To
An Agenda is essential to establishing a well-run meeting. An agenda should be drafted by the committee chair and communicated by either the chair or the recorder, if one is assigned. A rotating recorder is also an option, as is a timekeeper to insure discussions are on target and follow the timetable, if one is established. An agenda may be formatted as a simple memo and routed by e-mail to all members with a hard copy to follow by interoffice mail. An agenda should generally contain:
There is no single correct way to set up an agenda. The format you use should be tailored to fit the needs of the meeting or program being planned. Please refer to The Gregg Reference Manual for sample formats.
Meeting Minutes provide a record of a committee's discussions and actions and to keep members who may have missed a meeting up to date on current projects. Minutes should be recorded accurately and completely, and should be routed in a timely manner to all members, with attachments as needed. The recorder should always have at every meeting an agenda for the use of the presiding officer. Meeting minutes may contain:
Creating an Informational Brochure
You don't have to be a pro to create a good brochure for your department or program. You'll simply need research, good writing skills and the ability to organize your text and graphics into an attractive format. Here are some good brochure basics:
Proofreading!
Don't forgot to proofread your work, even though you've used the spell check feature on your word processing or email program. Spell check won't catch letter transpositions, typing errors that result in actual words or grammar errors. Proof your work twice and don't be afraid to ask an office mate to help.
Besides overall proofing, don't forget to double-check:
A very useful tool in preventing errors from occurring is the use of macros, or Autotext, for frequently used phrases, sentences, whole paragraphs or even whole letters or portions of letters. You may also use the Autocorrect feature to advise your word processing program of words you may frequently misspell and the correction you would like made automatically. Find both these features in Microsoft Word under Tools/Autocorrect.
CAMPUS APPLICATIONS & FORMS
Applications and forms for services on campus are available either through the providing department, on the G: drive of the Taylor Building server, or can be downloaded from the Faculty & Staff section of the CSI website.
Purchase Requisitions
A Purchase Requisition must be completed when ordering from a first-time vendor, and to place an order for products or services. A Purchase Requisition must always be completed to solicit the services of an off-campus printing service. Purchase orders are processed by the Business Office every workday at 3 p.m., and can be sent by FAX or standard mail to the vendor by the end of the day. For further details, see also Purchasing Procedures in the CSI Policies and Procedures Manual.
Requests for Payment Form
Requests for Payment are appropriate for payments or reimbursements to vendors or employees incurring costs for their departments. A Request for Payment must include the department name and complete account number, description of services and total cost, name and address of the party receiving payment and the signatures of both the requesting party and department or program head. See also Payment of Bills in the CSI Policies and Procedures Manual.
Application for Prior Approval of Travel Form
An Application for Prior Approval of Travel is required for all out-of-area travel and must be submitted seven (7) days prior to departure. This form requires individual and department information, an estimate of expected costs and expenses that will be required in advance with complete payment, deadline and address information for Business Office processing. Applicant and approval signatures are required as well as supporting travel and meeting attachments.
Travel Voucher Form
Travel Vouchers are requests for reimbursement by an employee who has incurred professional costs for approved events outside the office that include mileage, lodging and meals. Claims must be in accordance with the College travel policy and must represent actual expenses incurred. All claims other than per diem on meals and mileage must be supported by receipts other than credit card receipts. If the receipt is not on letterhead, it must be signed by the provider of services. Any exceptions to the above policies and allowable reimbursements must be explained and approved by the employee's supervisor.
Application for Use of Facilities Forms
Facilities Use Forms must be filled out completely, submitted and approved at the Monday morning President's meeting before a classroom or meeting space on campus may be reserved. An application must be completed in full and submitted to the appropriate Coordinator. A confirmation will be returned to the applicant by e-mail following approval. Technical requirements for the space may also be reserved with this form. Food and beverages are not allowed in classrooms. Applications for food and beverages to be served in other areas may be made through Fine Host Food Service. The cafeteria may also be reserved for events by contacting Food Service directly.
It is advisable to check with the President's Office and Facilities Use Coordinators to determine potential conflicts with other campus events before scheduling department or campus-wide events.
Catering Confirmation Agreements
Aramark Food Service is a private contractor with the College and, as such, should be given first consideration for all food service needs. A catering menu, confirmation agreement forms and all services should be obtained directly from Aramark. Event arrangements should be made at least 48 hours in advance. A confirmed head count is also required 48 hours in advance. There is a minimum charge of $25 for catered events requiring delivery, set up or clean up and also additional charges for catering services outside the Taylor Building. Services will be billed directly to the requesting department.
Roster of Occupants, Itinerary & Vehicle Request Form
Anyone who drives a CSI owned or leased vehicle must fulfill the requirements of the Vehicle Use Policy as stated in the CSI Policies and Procedures Manual. All drivers must review an instructional video available in the Library, complete a Roster, Itinerary and Vehicle Request Form, submit a copy of your driver's license and sign the policy statement at the Maintenance Department before leaving on a trip. Students may drive locally (Twin Fall's area) or on site at your destination, provided they have also fulfilled the requirements of the policy. Any person driving a van must take a Van Familiarization and Driving Test with a CDL approved driver, to be arranged in advance with the Maintenance Department.
(Student) Special Events Request Form
Application for special events funds is intended for use with travel, lodging and other costs associated with student competitions. Application must be made by November 1 of each year through the Department Head to the Vice President of Instruction. Final approve will be made by the President.
The application must have a detailed budget (travel, per diem, hotel, etc.) and describe the itinerary and purpose of the trip. It must also include detailed plans for any activities involving supplemental fund raising. If competition has not been completed to determine student eligibility, the sponsor should complete an application estimating the number of winners.
Approval of trips and funding will be allocated based upon available funds. Requests received after November 1 will be considered only if excess funds are available.
CUSTOMER SERVICE TIPS
Telephone Etiquette
Using Campus Voice Mail in a Professional and Polite Way
Employees of the College are encouraged to have voice mail messages that always gives the caller the option of pressing zero to talk to a person. Pressing zero will transfer the call to another assigned person in the office. If the caller gets a second voice mail box for that person, they may press zero again to be transferred to the switchboard. Callers also have the option of just staying on the line and they will be transferred to the switchboard.
The basic format for your voice mail message might be as follows:
"Hi, this is (First/Last Name), (Job Title or Department Name). I am away from my desk or on another line. If you want to talk to a person, press zero now. If you would like to leave me a voice mail message, please stay on the line."
Some people customize their message by thanking the caller, letting them know the call is important or telling them when they will return to the office or next check their voice mail. Please also consider the following tips when creating your personal message or leaving a message for others on campus:
E-Mail Etiquette
It is as important to follow proper etiquette, as it is to know proper procedures for creating and responding to e-mail messages on campus. Please remember these important suggestions:
CAMPUS SERVICES & RESOURCES
Mail Services
CSI mail is divided into On-Campus and Off-Campus mail. Interoffice envelopes in various sizes are available in the Taylor Information Desk. Interoffice envelopes do not ask for the name of the sender, so please be certain to always include that helpful information with the enclosures, whether you're using the mail services or dropping information off at a work site in person. Please see Mail & Information Center Services in the CSI Policies and Procedures Manual for interoffice mailing procedures.
Your department number must be written on every piece of out-going mail for billing purposes. Labels appropriate for US mail or UPS are available at the Information Desk. Information about regulations regarding the mailing of parcels, UPS and other special delivery services is available by asking the Information Office staff, as are stamps and assistance with personal mailings.
Copying Services on Campus
Each building is equipped with a high-speed copier for departmental use. All large duplicating requests may be made to the GRM Copy & Design Center. All instructions should be as complete as possible. A two-day allowance for copying is appreciated. Completed copies will be returned by interoffice mail to the building as indicated on the job request. Special duplicating services offered include colored paper, three hole-punched white paper, stapling, special covers, binding nad graphic design. Also see the CSI Policies and Procedures Manual for current copying information.
Paper Recycling
The College is able to recycle all paper types but the color goldenrod. Recycle containers are located under each desk and beside copy machines. Additionally, secured recycle bins are available for disposal of sensitive materials. Please contact the Maintenance Department for additional containers or with your recycling questions.
We are grateful for the assistance of the President's Office, Instructional Technology Center and English and Foreign Languages Department in advising on content and proofing the information provided. The staff newsletter Office Hours, Roberts Rules of Order, and the Gregg Reference Manual also provided inspiration for this site.
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Rev: 1/08