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Evidence Guide: PSPPOL405A - Implement e-correspondence policies

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

PSPPOL405A - Implement e-correspondence policies

What evidence can you provide to prove your understanding of each of the following citeria?

Set up and send electronic mail

  1. Software for sending and protecting email is set up and maintained according to organisational requirements.
  2. Messages are prepared according to organisational protocols for language, tone and format.
  3. Content, structure and recipient addresses for electronic mail are checked for accuracy and attachments identified and prepared according to organisational and service provider requirements.
  4. Records and/or copies of outgoing electronic mail are maintained according to organisational requirements.
  5. Electronic mail is dispatched according to organisational requirements and within required timeframes.
Software for sending and protecting email is set up and maintained according to organisational requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Messages are prepared according to organisational protocols for language, tone and format.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Content, structure and recipient addresses for electronic mail are checked for accuracy and attachments identified and prepared according to organisational and service provider requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Records and/or copies of outgoing electronic mail are maintained according to organisational requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Electronic mail is dispatched according to organisational requirements and within required timeframes.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement procedures to receive electronic mail

  1. Procedures are implemented to ensure incoming electronic mail is recorded and/or copied according to organisational requirements.
  2. Urgent, confidential and personal mail is identified and forwarded according to organisational requirements.
  3. Procedures to identify suspicious or potentially dangerous electronic mail are implemented according to organisational requirements.
  4. Electronic mail is checked for completeness, and opened or forwarded according to organisational policy and procedures relating to confidentiality and privacy.
  5. Returned email is dealt with according to organisational policies and procedures.
Procedures are implemented to ensure incoming electronic mail is recorded and/or copied according to organisational requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Urgent, confidential and personal mail is identified and forwarded according to organisational requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Procedures to identify suspicious or potentially dangerous electronic mail are implemented according to organisational requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Electronic mail is checked for completeness, and opened or forwarded according to organisational policy and procedures relating to confidentiality and privacy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Returned email is dealt with according to organisational policies and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage electronic mail

  1. Security levels and/or filters are set for incoming electronic mail according to organisational requirements.
  2. Individual mailboxes are created and maintained according to organisational requirements.
  3. Inboxes are emptied and electronic mail is archived or permanently deleted according to organisational requirements.
  4. Electronic mail and/or attachments are stored according to organisational requirements.
  5. Electronic mailing lists are prepared and maintained according to organisational requirements.
  6. Mailing lists are imported and exported between software applications where required and according to organisational requirements.
Security levels and/or filters are set for incoming electronic mail according to organisational requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Individual mailboxes are created and maintained according to organisational requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Inboxes are emptied and electronic mail is archived or permanently deleted according to organisational requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Electronic mail and/or attachments are stored according to organisational requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Electronic mailing lists are prepared and maintained according to organisational requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Mailing lists are imported and exported between software applications where required and according to organisational requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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 e-correspondence that meets communication requirements and complies with organisational protocols for content, accuracy and timeliness

securely receive and process e-correspondence according to organisational requirements

sort, file, delete and archive e-correspondence according to organisational requirements.

Consistency in performance

Competency should be demonstrated by managing incoming and outgoing e-correspondence, 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 and/or supervisor that the candidate consistently applies relevant workplace protocols and procedures

review of e-correspondence 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.

Required Skills and Knowledge

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 e-business operation, especially in regard to OHS and environmental issues, equal employment opportunity, industrial relations and anti-discrimination

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

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Software for sending and protecting email may include:

virus protection

firewalls

encryption

Set up may include:

set up procedures, especially in non-networked situations where there is no system administrator

creating folders

procedures for general housekeeping, such as:

archiving files

emptying temporary internet folders and cookies, etc

Organisational requirements:

may include legislation, codes and national standards relevant to the workplace, including:

award and enterprise agreements

commonwealth, state and territory legislative requirements especially in regard to OHS

industry codes of practice

must include:

copyright laws

defamation laws

privacy legislation

Spam Act

intellectual property and confidentiality requirements

legal, regulatory and organisational policies affecting e-business

codes of conduct

Organisational protocols may include:

net etiquette (netiquette), including:

observing codes of conduct or codes of practice with regard to privacy and confidentiality

following accepted (not mandated) rules for being a good net citizen (netizen)

responding in a professional manner

adjusting to the style and tone of discussion groups

respecting others' time and bandwidth

maintaining consistent presentation standards of correspondence, including spelling and grammar

sharing knowledge

net ethics (nethics), including behaviour on the internet, such as respecting copyright and intellectual property rights

Checked for accuracy should include:

clarity of intended meaning

spelling

grammar

punctuation

Identifying and preparing attachments may include:

dealing with large attachments especially picture files

considering limitations when sending large files

checking maximum file size acceptable to an enquirer's internet service provider

separating large documents into a number of files

compressing files

running and handling self-executable files

uploading to third-party online storage providers

Dispatched may include:

single receiver

group email

carbon copies

blind carbon copies

email bulletin board or discussion list

Suspicious or potentially dangerous email may include:

unsolicited mail containing viruses or malware

spam

mail where sender is unknown and subject line is enticing and/or personal

attachments

particular file extensions

Dealing with returned email may include:

checking email address

checking size of attachments

re-sending

sending message by other means, e.g. facsimile or post

telephoning addressee

removing from mailing lists

Stored may include:

within electronic mail application software

specialised record keeping, spreadsheet or database software

paper-based filing system

third-party online service provider

cloud computing services

Mailing lists may include:

electronic address books

database or spreadsheet records

word processing tables or data files