Required skills

computer technology skills to manage and maintain email

literacy skills to

compose and check accuracy of messages

follow policies and procedures

communication skills to refer information to management or other staff especially in dealing with suspicious or potentially dangerous electronic mail

interpersonal skills to provide information to people from a range of social cultural and ethnic backgrounds and physical and mental abilities

Required knowledge

relevant legislation from all levels of government that affects ebusiness operation especially in regard to OHS and environmental issues equal employment opportunity industrial relations and antidiscrimination

organisational policies and procedures relating to electronic mail

service provider requirements especially with regard to email attachments

set up and maintenance procedures for electronic software

naming protocols for email addresses

electronic file handling including saving copying moving and deleting

security levels for receiving electronic mail

OHS requirements for working with computer technology

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the Training Package

Overview of assessment

Competency must be demonstrated in sending and receiving email correspondence via the internet intranets or extranets setting up and maintaining electronic software individual electronic mailing lists and address books implementing email policy and adhering to organisational practices for email

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Assessment must confirm the ability to

send a range of ecorrespondence that meets communication requirements and complies with organisational protocols for content accuracy and timeliness

securely receive and process ecorrespondence according to organisational requirements

sort file delete and archive ecorrespondence according to organisational requirements

Consistency in performance

Competency should be demonstrated by managing incoming and outgoing ecorrespondence covering a range of types of communication over an extended period

Context of and specific resources for assessment

Assessment must comply with

organisational client management and health and safety procedures

applicable regulations and codes

Access may be required to

a simulated work environment

organisational policies and procedures

relevant legislation case law and guidelines

Guidance information for assessment

The following assessment methods are suggested

oral questioning about software functions security measures and communication protocols

feedback from peers andor supervisor that the candidate consistently applies relevant workplace protocols and procedures

review of ecorrespondence sent by the candidate and filing and archiving of correspondence conducted by the candidate or reports of performance

In all cases practical assessment should be supported by questions to assess underpinning knowledge and those aspects of competency that are difficult to assess directly Questioning techniques should suit the language and literacy levels of the candidate

Software for sending and protecting email may include:

Set up may include:

Organisational requirements:

Organisational protocols may include:

Checked for accuracy should include:

Identifying and preparing attachments may include:

Dispatched may include:

Suspicious or potentially dangerous email may include:

Dealing with returned email may include:

Stored may include:

Mailing lists may include: